Freedom Kilt customer service

**Luckey** · 7th July 07, 07:07 PM

OK, so here's the deal: A few weeks ago I pm'd Steve at Freedom Kilts about purchasing an XMark kilt pin. After doing the paypal thing Steve sent it right out. When it got here today it was in pretty bad shape. So I sent a scathing email to Steve ranting (I was never one to hold my feelings) about the condition, not being happy, yada, yada, yada. I'm here to tell you, about 20 minutes or so after sending the email, I recieved a phone call from Steve asking what he could do to make me happy. Needless to say, he made me happy. A brand new pin is on its way. That's how a professional works to keep his customers happy! Even though my first contact with Steve and Freedom Kilts was not a happy one, because Steve knows how to treat his clients, you can bet I'm now a solid customer. The irony is, I wasn't going to relate my dissatisfaction with Steve - but now He's getting some well deserved positive press! That's pretty good stuff!

**Mr. MacDougall** · 7th July 07, 07:10 PM

What? He told me the X-Marks kilt pins weren't available, yet.

**The Wizard of BC** · 7th July 07, 08:22 PM

Mr. MacDougall,

You are correct. We have not ordered another run of X Marks Pins.

About a month ago Colin sent me two of his pins to repair, (If you remember there was a major quality control issue with run 2 and 3 and the studs kept falling off the back of them.) At the time we were discussing the failure of the pins here on X Marks and I happened to mention that I had two repaired pins in my shop.
Both pins were ordered in less than 20 min.

I thought I had made it plain that these pins were repaired and that the studs after re-soldering were better than when new but it seems I was not a clearly understood as I thought.

So, Lucky gets his pin. The un-re-soldered stud has fallen off in the mail and the lacquer finish has tarnished where it was heated to do the solder job.
I had no choice but to remove my own brand new X Marks pin, which has been on a kilt in my window since it came out of the box, and send it to Lucky.

On a happier note, I believe I have found a place that will do a truly great X Marks Pin. I have sent them the design and they are looking at it. I should hear something back from them in a week or two.

**Mr. MacDougall** · 7th July 07, 08:24 PM

Thanks for the explanation, Steve. I'm happy to wait until a new run comes in.

**Archangel** · 7th July 07, 09:52 PM

Originally Posted by The Wizard of BC

So, Lucky gets his pin. The un-re-soldered stud has fallen off in the mail and the lacquer finish has tarnished where it was heated to do the solder job.
I had no choice but to remove my own brand new X Marks pin, which has been on a kilt in my window since it came out of the box, and send it to Lucky.

Well, Steve, I haven't had a chance to do business with you, but I like the way you do business.

**The Wizard of BC** · 7th July 07, 10:57 PM

So, I guess I better light a fire under the "Official X Marks Keeper of the Stuff" to order some more pins.

Wait, that's me!!!!

**Perldog007** · 8th July 07, 12:14 PM

Originally Posted by Archangel

Well, Steve, I haven't had a chance to do business with you, but I like the way you do business.

Ordering from Steve was a pleasure. Despite the occasional post, usually from The Wizard himself, about "crabby", "Prickly", and/or "Garumphy", I found Steve to be a Gent from the Old School.

While taking my order, Steve was very patient and did a great job of educating me about kilts in general and his product so I would end up with one that was right for me.

For a military aviator Steve presented himself as the having graduated charm school variety. Those who are unconvinced need only spend some quality time with my Uncle Maurice (U.S.A. Air Cav) or "Babe" my old squadron C.O. (VAW 124 Bear Aces)