Merkur response

[kosby]

I posted photos on another thread but here goes. I noticed recently that my 37C was having an issue of the chrome flaking away on the cap where the screw is joined to it so earlier this morning, I took a few photos of the problem area and emailed them to Anne Rothstein at Merkur requesting a new replacement cap or razor. Less than 3 hours later, I received a response from Anne stating that a new cap is on the way via airmail. I have to say they took care of me in an expeditious manner.

[StubbleShaver]

What i like to hear!

[denfelo]

I posted photos on another thread but here goes. I noticed recently that my 37C was having an issue of the chrome flaking away on the cap where the screw is joined to it so earlier this morning, I took a few photos of the problem area and emailed them to Anne Rothstein at Merkur requesting a new replacement cap or razor. Less than 3 hours later, I received a response from Anne stating that a new cap is on the way via airmail. I have to say they took care of me in an expeditious manner.

That is great, but from what I have read on this and other sites, their response to you is the exception and not the rule with Merkur. I went online this morning intending to order a Progress and a 37c, but before I pulled the trigger, I went on B&B where I read your post and the one under it describing other customers troubles with Merkur. After reading a few posts and looking at a few pictures, I went on ebay and saw a used Progress with pitting and to me anyways, a completely unacceptable finish on the razor. At this point I don't think I can buy a Merkur with the confidence that I will receive the quality that I would expect from a made in Germany product. I don't know what has happened to them but I have a Merkur OC that is approx. 50 years old that is in great shape. Did they change their manufacturing process or materials? Anyway to make a long story short, I don't think I will be buying a new or current production Merkur product which bums me out because if you want a slant, you have to buy a Merkur.

[echotron]

I bought a 37C about 10 days ago and it is a very nice razor ... shaving-wise. The plating is not as good as my Edwin Jagger ... so I am keeping my fingers crossed!

(I've use the Slant for my past 8 shaves and got BBS without any irritation/burn ... using Gillette SharpEdge & Polsilver blades.)

[Sledgehammer39]

I really like hearing when a company takes care of there customers, excellent service.

[kosby]

I bought a 37C about 10 days ago and it is a very nice razor ... shaving-wise. The plating is not as good as my Edwin Jagger ... so I am keeping my fingers crossed!

(I've use the Slant for my past 8 shaves and got BBS without any irritation/burn ... using Gillette SharpEdge & Polsilver blades.)

I can't say enough about how well the 37c shaves.

[VerbaVolant]

I posted photos on another thread but here goes. I noticed recently that my 37C was having an issue of the chrome flaking away on the cap where the screw is joined to it so earlier this morning, I took a few photos of the problem area and emailed them to Anne Rothstein at Merkur requesting a new replacement cap or razor. Less than 3 hours later, I received a response from Anne stating that a new cap is on the way via airmail. I have to say they took care of me in an expeditious manner.

That is great, but from what I have read on this and other sites, their response to you is the exception and not the rule with Merkur.....

This was the response / resolve I got from them when I tried to solve a similar problem. The request was documented and pictures attached.

Dear Mr. ...,
Thank you very much for your email and your detailed documentation of the problem.

We have set up a dealer network not just to sell our products, but also to provide after sales service and to cope with such things for your convenience. C... S... is one of those dealers and should be able to assist you. Therefore please be so kind as to contact them regarding the returning of your razor.

Best regards,
Anne Rothstein
MERKUR

So, let's hope there is a new policy in place as in how to properly resolve a CS issue and take responsibility not just pass it to someone else.
OP, good for Merkur to help you out and I will believe it when I see it.

[xraygun]

I'm pleased to hear you received help from Ms Rothstein.
I hope the replacement lasts longer than the original.

[itsmedave]

Wow I cannot believe the response you got VerbaVolant. I had the same issue with Muhle. I'll never buy another Muhle Product again and will tell everyone I know to avoid them as well.

[VerbaVolant]

My experience with Muhle was different than yours Dave. Quite the opposite, go figure. I always attach pictures to a very well documented service request and Merkur is the only manufacturer that shut the door in my face. Well, iKon might be the second one but have not had the time to contact them.