No matter what the industry, it's helpful to understand how a company supports their customers when something goes wrong.
I purchased a Rockwell 6C in February 2018 and I've been using it as a daily shaver since. I use plate 3 and make two, sometimes three passes, with feather, personna, or permasharp blades. The 6C completely replaced my Merkur 34C.
Recently, my 6C stripped! I am not sure how it happened. In troubleshooting the problem, I thought it was the threads on the cap that had stripped.
I thought I would have to purchase another razor since it had been a couple years since I made the purchase. I happened to look at the warranty section on the Rockwell website before I started shopping...
My experience with Rockwell's warranty was exactly as outlined on the website. They replaced the defective part if I agreed to cover shipping (which was inexpensive). It was easy to exercise the warranty. All I had to do was email Rockwell with a description of the problem and they responded quickly with next steps.
When I received the replacement cap for my 6C, I found that the handle's threads were the stripped part. I was really confused at this point, and I let Rockwell know that I might have made a mistake in troubleshooting. I was properly delighted when I received a replacement handle as well!
My 6C razor has been restored to full operation, and I can now put my Merkur 34C back in storage. I find the 6C's shave much more enjoyable.
Thanks Rockwell! The true value a company places in their customers comes to light when there is a problem. You passed with flying colors! I wish I was ready to purchase a Model T because you deserve the business.
