Thread: Brand New Dovo Razor Chips! Help!

Originally Posted by bigbadbike2

I recently (2 months ago) purchased a DOVO as well and a chip came out of it while stropping. The company (DOVO), after blaming me for improper stropping, asked for me to ship the razor along with my strop before considering upholding the warrantee. I refused to send my strop across the world, first because I need it to shave and second thinking it would be ruined in the process. I did express that the strop was an Heirloom strop hand made by Anthony Miller who is highly regarded. They replied that since the strop is not a DOVO strop it does not maintain the correct quality and could have caused the chipping. Everyone who has used an Heirloom strop knows that they are top quality and it has never chipped any other razor I own. Since DOVO refuses to uphold its guarantee and has disrespected me in such a manor, I will never own ANYTHING from this company again.

-LCT

BTW It took four emails, one quite nasty from me, and speaking to three different people before getting to that point.

They were just looking for ways to blame you for what happened and hoped you would just go away.

Very poor customer service though.

Originally Posted by thebigspendur

They were just looking for ways to blame you for what happened and hoped you would just go away.

What makes you say that?

Originally Posted by thebigspendur

Very poor customer service though.

He is not a customer. The business relationship is between him and whoever sold him that razor. Not him and Dovo. Bit like buying a Mercedes in the US, then contacting Daimler in Stuttgart - why would you do that?

Originally Posted by BeBerlin

What makes you say that?

He is not a customer. The business relationship is between him and whoever sold him that razor. Not him and Dovo. Bit like buying a Mercedes in the US, then contacting Daimler in Stuttgart - why would you do that?

To me, it just doesn't matter dude. Where I work, anybody that has my product after me is my customer. It doesn't matter if it's the guy doing the next stage of the assembly process or if it's the end user. That's my customer and that's who I'm trying to make happy when I do my work every day. When a customer tells me something is wrong with my product, I don't argue, or try to disprove them like I'm God and I can never be wrong. I just take what they have to say and then see what I can do to make it better. And that's what I would expect from a manufacturer like Dovo. Dovo should not act faultless because they cannnot know if they are at fault until they examine the blade. Could there have been impurities in the metal that caused the blade to chip. Yes- no quality control can EVER be perfect. Is it likely? No - Dovos have a rock solid track record. Is it impossible? No - Anything is possible. And that is why Dovo should have behaved themselves and taken the blade back at their own expense and gone out of their way for the customer -even if the customer should have gone to the retailer - even if the customer was at fault - even if the customer was rude.

Good customer service means that you are not concerned with your own convenience, but customer convenience is top priority. ALWAYS give the benefit of the doubt to the CUSTOMER.

EDIT: I just want to make it clear that I'm not bashing Dovo. I'm trying to make a general point about the way comapnies conduct business. I would still buy a Dovo razor because I've heard so many good things about their product. This is the first negative I've heard about the company. Perhaps someone else has had good experience with their customer service? My whole point is nothing is perfect. No product is perfect. No customer service is perfect. Each one will have it's slip ups so perhaps this was just a fluke and I won't throw out all the good things I've heard about Dovo just because one person claims to have had such a terrible experience.