Marg

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Username:: nittineedles
Name:: Marg
Location:: Port Alberni, BC
Birthday:: 04/02
Status:: Married
Job / Career:: Design

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Nittineedles

Hobbies & Games > Knit Picks

Knit Picks

Knit Picks is the name of an on line store that sells yarn, knitting needles and other fibre related supplies. They have these beautiful wooden needles, called Harmony, that are a rainbow of colour. I have wanted some from the first time I laid eyes on them.

Last September I found some Harmony circular needles for sale at the fibre festival in Nanaimo and I immediately bought them. Well, they sort of got misplaced in my craft room but I recently found them and decided to try them out on my latest shawl. However, while working the first round with this needle I was horrified to discover that the plastic cable had seperated from it's metal base and my lacey stitches were hanging in mid air.

I was surprised as I had seen nothing but good reviews for the Harmony needles. Of course, I e-mailed Knit Picks about the defective cable and this is the ultimate reply I received from them.

Dear Margaret,

I am very sorry to hear that you received a defective cable. I am sending out a replacement set right away. It will arrive in 5-14 business days through Canada Post. You can just dispose of the bad cable. Please let us know if there is anything else we can help you with. If you have any other questions you can also call us at (800)574-1323. Sorry again for any inconvenience this may have caused you. Have a great day!

Sincerely,

Amber
Knit Picks Customer Service

Now THAT'S what I call customer service! They'll be getting my order for some of those gorgeous Harmony needles later this month.

posted on May 17, 2011 12:33 PM ()

Comments:

I love knit picks and their yarn is nice too and very reasonable. I had a similar problem first time I used the circulars. They come with a "key" ( looks kinda like a stretched out paper clip) it is very important that you use it to tighten the cable on the needles of the cable will come off. Even my "Denise" circulars will occasionally do that too. I have learned to check my connection every time I pick up my knitting before I start. You can also thread a "life line" through the needle near the connection and that is very handy.

comment by cristiedax on May 22, 2011 8:21 PM ()

Cristie I've been using circular needles for decades and have never, ever had one break. The purple cable actually fell out of the metal end. The metal end the cable was supposed to be secured in was still firmly screwed onto the needle tip. It was a defective cable, already broken when I started to use it.

reply by nittineedles on May 24, 2011 5:23 PM ()

Great to have a good response. I am not knitting anything right now. You all know I have good intentions.

comment by tealstar on May 19, 2011 4:21 AM ()

Haven't you started that lace, king sized bed cover yet?

reply by nittineedles on May 24, 2011 5:18 PM ()

comment by jerms on May 18, 2011 3:21 PM ()

reply by nittineedles on May 24, 2011 5:16 PM ()

It is so nice when people are helpful.

comment by elderjane on May 18, 2011 3:09 AM ()

They certainly have my business now.

reply by nittineedles on May 24, 2011 5:16 PM ()

Love companies that understand and prize great customer relations!

comment by marta on May 17, 2011 6:23 PM ()

Sadly, they're a rarity.

reply by nittineedles on May 24, 2011 5:15 PM ()

Contrasted with Paton's yarn's response to your letter, it's even more impressive. Working on my mohair sweater in a variegated wool/mohair yarn from Brown Sheep, one of the fronts started patterning up. It wouldn't have looked too bad, but continuing with the next ball didn't do it at all, it maintained a random pattern. Since I'd never be able to replicate the pattern on the other front, I ripped it out and marked that ball of yarn as not trustworthy when it comes to the design.

comment by kitchentales on May 17, 2011 1:28 PM ()

I've never used Brown Sheep. I wonder if it's made by Patons.

reply by nittineedles on May 17, 2011 2:13 PM ()

Some companies really do understand what "customer service" means. Glad to hear about this experience.

comment by islander on May 17, 2011 1:01 PM ()

I was certainly relieved.

reply by nittineedles on May 17, 2011 2:12 PM ()

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Marg

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Knit Picks

Now THAT'S what I call customer service! They'll be getting my order for some of those gorgeous Harmony needles later this month.