Rockwell warranty is not valid

Gopneg - do you remember how you paid for the razor? If you paid via debit, credit, or check (anything other than cash) your bank should be able to identify the merchant that accepted the payment. 

only one credit card can pay in dollars, it's a corporate card from my job.
I had cash, it's a habit. credit card is unreliable.
in any case, to find out, you need to go to the bank, queue up, write a statement to get a statement from the bank account and after a while go to the bank again to pick up the already ready statement.
much easier and cheaper for me, buy instead of a broken part, a new one.
but the problem is that for a few weeks I don't get an answer from rockwell.

Got it. I am very sorry you have had to go through this.

Getting email responses from businesses in the states takes much longer at least for me during this Covid-19 pandemic time.

For something like this, you have to have some ability to prove a purchase. I am not saying I don't believe the OP. Far from it. However, a company simply can't be asked to take the word of every human on the planet as unvarnished truth.

Case in point, about two years ago, we had a customer requesting a new razor due to the safety bar on his being slightly bent. He could not provide proof of purchase, and I had no record of his name or email address in our system. He did however send photos of the issue, with some Stirling products in the background to bolster his case that the razor had come from us. I wasn't trying to be a jerk to him, and maintained a cordial tone through the whole thing, but he was insistent that I send him a new razor. Something just did not feel right about the entire ordeal, though, and there was a certain familiarity to the photos.

After an hour or so of further investigation, I found out the reason for the familiarity. The photos had been sent to me a couple of years earlier by another person. That person did buy the razor, and it had a bent safety bar. He had also posted his experience on another wetshaving forum asking for advice on how to get it fixed, and posted an update that we had sent him a brand new razor right away. The new guy saw this, saw an opportunity to try to scam us and get something for free when he'd never even been a customer and did not even have the razor he was sending me pictures of.

I'm not at all suggesting that the OP is a scammer. I'm simply saying that scammers absolutely exist (this is just one of innumerable examples I could give in nearly 9 years of doing this) and you can't fault a company for insisting that you be able to provide the slightest shred of evidence that a transaction took place. If we could simply take every person who emails us at their word with zero evidence, I wouldn't be in business anymore. I'd be far too wealthy to need to work thanks to all the money I would have gotten from every son of deposed Nigerian kings who reached out to me for help in getting their vast fortune out of the country.

For something like this, you have to have some ability to prove a purchase. I am not saying I don't believe the OP. Far from it. However, a company simply can't be asked to take the word of every human on the planet as unvarnished truth.

Case in point, about two years ago, we had a customer requesting a new razor due to the safety bar on his being slightly bent. He could not provide proof of purchase, and I had no record of his name or email address in our system. He did however send photos of the issue, with some Stirling products in the background to bolster his case that the razor had come from us. I wasn't trying to be a jerk to him, and maintained a cordial tone through the whole thing, but he was insistent that I send him a new razor. Something just did not feel right about the entire ordeal, though, and there was a certain familiarity to the photos.

After an hour or so of further investigation, I found out the reason for the familiarity. The photos had been sent to me a couple of years earlier by another person. That person did buy the razor, and it had a bent safety bar. He had also posted his experience on another wetshaving forum asking for advice on how to get it fixed, and posted an update that we had sent him a brand new razor right away. The new guy saw this, saw an opportunity to try to scam us and get something for free when he'd never even been a customer and did not even have the razor he was sending me pictures of.

I'm not at all suggesting that the OP is a scammer. I'm simply saying that scammers absolutely exist (this is just one of innumerable examples I could give in nearly 9 years of doing this) and you can't fault a company for insisting that you be able to provide the slightest shred of evidence that a transaction took place. If we could simply take every person who emails us at their word with zero evidence, I wouldn't be in business anymore. I'd be far too wealthy to need to work thanks to all the money I would have gotten from every son of deposed Nigerian kings who reached out to me for help in getting their vast fortune out of the country.

Hello sir, I am also your buyer, see my Order: STIR # 121254. you have done your job perfectly, I am delighted with your products and buy it regularly.
You can see that $150 is not a problem for me, it was a shock to me that a large company, known all over the world, squeamishly waved at me like a dead cockroach in the toilet of a cheap motel. They themselves wrote on their website that they would always solve the problems that they give a lifetime guarantee, and what did I get?
Ignoring? Is it normal? And for whom is it written in large letters on their website that they are the best, that they give the best razors? For whom is it written that we will do everything for your pleasure? So that's a lie? they lie to all people?
I bought The ENOCH Razor, I got it, he had one piece bent. I just sent a photo to the company, I just asked for my address to send a replacement part. I wasn't asked where I got it. I was sent a new detail instantly. free and very fast. but I didn't ask for it. I didn't even hint at it. I sent a photo and asked what I needed to do. all. the company itself did everything. And on their website I also did not see advertising that they are the best.
You can solve the problem of stolen photos in 2 seconds, ask to take a photo of the damage against the background of the open page of this conversation in front of the monitor.
You can also say, write your name on a piece of paper, take this date and take a photo of a razor against this background. Any problem can be solved if there is a desire to solve it. But to accuse the buyer that he himself damaged the part and turn away from it, this solved the problem perfectly?
Or maybe you could say this: dude, if you don't have proof of purchase, can we offer you to buy this part? This has at least part of the solution. Or am I wrong? Or you can't turn on a robot that will answer every email that we got your email, don't worry, we're working on this problem, wait a while, everybody's busy? And they write that they will do everything for my pleasure?
Sir, I didn't see a big ad on your website that your product is the best. If you ask me, tell me, what kind of artisan makes soap at this price better than stirling? Do you know the answer to this question? I'll say this, this is a stirling soap purchased at a discount.
And if you ask me, man, what kind of rockwell do you want me to buy? I can assume that anyone who reads this knows my answer. I'll tell you, give me your money, take off your pants and lean over, I'll show you what rockwell does to those who have their product.
My account EBAY: https://www.ebay.com/usr/gopneg
a lot of people know me as a good buyer. I have no recall even 4 points and do not ask for a new razor.
I ask people who decided to buy products from this company, see my situation and ask themselves, do they need it?

I am sorry to hear about this issue. I've always taken the position that it's far easier to make a customer happy with a replacement or rework or whatever than let them be upset. They will spread the negative word much farther than if you just take care of them.

If it has my name on it (razor emporium or rex) I stand behind it. Period.

Sent from my SM-N970U using Tapatalk

Gopneg do you recall the restaurant you ate at?  we could maybe help you narrow it down some from there..

there's 2 Pasteur's Pharmacy in NYC, here's what the front of their stores look like...

I know exactly the airport. Kennedy Airport.
Hotel is very close to the airport, drive less than 10 minutes. Roughly named New York Airport Hotel. there were some other words in the title, I don't remember them. Breakfast at the hotel, free of charge.
And they drove to the conference by car, for a very long time. more than an hour. perhaps an hour and a half, at that time I read the contents of the conference on this day and prepared my questions for it.
4 hours, then 40 minutes break, then again 4 hours conference.
I didn't have time to eat dinner at the restaurant, I ate ready-made food. sandwich, hotdog, burger and bought extra to dine at the hotel.
I live in the city of Chita, I am used to one time, but in New York time is the opposite, at my house at 12 o'clock in the afternoon, and in New York at 11 o'clock in the morning. but first I flew on a plane 7 hours to Moscow, and then I flew on a plane 10 hours to New York. These days, I couldn't even recognize Arnold Schwarzenegger if he told me "I need your clothes, your boots and your motorcycle."
And you want me to recognize a store that I've seen for seconds that looks like thousands of other stores.

Welcome to NYC - the traffic up there is horrible.

I've lived in the NY Metro area most of my life.  While traffic can be bad and I always cursed it.......until I began traveling for business and got a taste of Los Angeles traffic.  No comparison.  I'd probably shoot myself in the head if I had to deal with LA traffic on a regular basis.  NY traffic comes and goes during any given trip.  LA traffic is just constant the entire distance from point of origin to destination.

I am sorry to hear about this issue. I've always taken the position that it's far easier to make a customer happy with a replacement or rework or whatever than let them be upset. They will spread the negative word much farther than if you just take care of them.

If it has my name on it (razor emporium or rex) I stand behind it. Period.

Sent from my SM-N970U using Tapatalk

Interesting.  Here's a very recent post on another shaving forum:

[font=Verdana]This is a message to anyone who is thinking to send in a razor to pisarcik &co. 

They have my razor for a revamp since December 2019. Now is July 2020. As of today there is no sign of the serviced and revamped 1907 single ring Gillette razor. I've received a few misleading e-mails and a bunch of excuses during the 7 months period. Now, they even stopped answering to my emails. I don't know what is going on in his service shop, but I have the feeling that I can kiss my razor and $100+ goodbye. 

So, just a friendly advice: think twice before you are sending in something valuable to that guy, you might never see it again.[/font]

And another one:

[font=Verdana]This unfortunately is a pattern at Razor emporium there are multiple threads on this forum and others about them being unresponsive, losing razors, or destroying them.[/font]

[font=Verdana]And yet another:[/font]

[font=Verdana][font=Times New Roman][font=Verdana]Back about 2009 or so, I bought a razor from Matt Pisarcik. Never received it. He kept giving me a song and dance over refunding the money... said he posted it, and other phony ploys. At that time he was known as "Bingo Bob," among the myriad names he has had since. He was banned from this site at that time, but he obviously made it back, and also found more folks to abuse on other sites.
The only way I ended up getting my money back was by dumb luck.. He had joined Linked-In, I must have been in his address book, and I got an email. I found he worked at a hospital in Arizona. I contacted him, and eventually got my funds returned.. I had chalked it up to a learning experience... and so it was..

Caveat Emptor...[/font][/font][/font]

[font=Verdana][font=Times New Roman][font=Verdana]There are lots of past and present comments such as these that indicate things have not changed over time.[/font][/font][/font]

In my long life I was a union ironworker for 20 years, an expert carpet installer for about 5, and a pro tattoo artist in street shops for the final 23 of my working life. 

With the carpet installing my mentor told me early on, if a customer is satisfied with your work they might tell 2 or 3 people. If they are dissatified they'll tell 10.

Even if the OP couldn't prove he bought the razor brand new, Rockwell would have been better off sending a new one. 

Imagine the good will the gesture would have created for Rockwell if they had done that and this thread had been praising Rockwell for good customer service.

As to the defect ... from looking at the photo it appears to me that when the machinist knurled the handle there must have been a defect in the bar stock, or casting, if that's what it is.

It was overlooked in quality control, and sent out to the vendor.

I'm wondering if the razor could still be functional with the defect ? It doesn't look as if it will just fall apart with use. 

Making lemonade out of a lemon so to speak.

I am sorry to hear about this issue. I've always taken the position that it's far easier to make a customer happy with a replacement or rework or whatever than let them be upset. They will spread the negative word much farther than if you just take care of them.

If it has my name on it (razor emporium or rex) I stand behind it. Period.

Sent from my SM-N970U using Tapatalk

Interesting.  Here's a very recent post on another shaving forum:

[font=Verdana]This is a message to anyone who is thinking to send in a razor to pisarcik &co. 

They have my razor for a revamp since December 2019. Now is July 2020. As of today there is no sign of the serviced and revamped 1907 single ring Gillette razor. I've received a few misleading e-mails and a bunch of excuses during the 7 months period. Now, they even stopped answering to my emails. I don't know what is going on in his service shop, but I have the feeling that I can kiss my razor and $100+ goodbye. 

So, just a friendly advice: think twice before you are sending in something valuable to that guy, you might never see it again.[/font]

And another one:

[font=Verdana]This unfortunately is a pattern at Razor emporium there are multiple threads on this forum and others about them being unresponsive, losing razors, or destroying them.[/font]

[font=Verdana]And yet another:[/font]

[font=Verdana][font=Times New Roman][font=Verdana]Back about 2009 or so, I bought a razor from Matt Pisarcik. Never received it. He kept giving me a song and dance over refunding the money... said he posted it, and other phony ploys. At that time he was known as "Bingo Bob," among the myriad names he has had since. He was banned from this site at that time, but he obviously made it back, and also found more folks to abuse on other sites.
The only way I ended up getting my money back was by dumb luck.. He had joined Linked-In, I must have been in his address book, and I got an email. I found he worked at a hospital in Arizona. I contacted him, and eventually got my funds returned.. I had chalked it up to a learning experience... and so it was..

Caveat Emptor...[/font][/font][/font]

[font=Verdana][font=Times New Roman][font=Verdana]There are lots of past and present comments such as these that indicate things have not changed over time.[/font][/font][/font]

Thanks for bringing that up. We just mailed the silver plated single ring razor out this week. Let's see if the author of the thread updates everyone. Covid has certainly impacted our service workshop this year.

Matt

Sent from my SM-N970U using Tapatalk

I am sorry to hear about this issue. I've always taken the position that it's far easier to make a customer happy with a replacement or rework or whatever than let them be upset. They will spread the negative word much farther than if you just take care of them.

If it has my name on it (razor emporium or rex) I stand behind it. Period.

Sent from my SM-N970U using Tapatalk

Interesting.  Here's a very recent post on another shaving forum:

[font=Verdana]This is a message to anyone who is thinking to send in a razor to pisarcik &co. 

They have my razor for a revamp since December 2019. Now is July 2020. As of today there is no sign of the serviced and revamped 1907 single ring Gillette razor. I've received a few misleading e-mails and a bunch of excuses during the 7 months period. Now, they even stopped answering to my emails. I don't know what is going on in his service shop, but I have the feeling that I can kiss my razor and $100+ goodbye. 

So, just a friendly advice: think twice before you are sending in something valuable to that guy, you might never see it again.[/font]

And another one:

[font=Verdana]This unfortunately is a pattern at Razor emporium there are multiple threads on this forum and others about them being unresponsive, losing razors, or destroying them.[/font]

[font=Verdana]And yet another:[/font]

[font=Verdana][font=Times New Roman][font=Verdana]Back about 2009 or so, I bought a razor from Matt Pisarcik. Never received it. He kept giving me a song and dance over refunding the money... said he posted it, and other phony ploys. At that time he was known as "Bingo Bob," among the myriad names he has had since. He was banned from this site at that time, but he obviously made it back, and also found more folks to abuse on other sites.
The only way I ended up getting my money back was by dumb luck.. He had joined Linked-In, I must have been in his address book, and I got an email. I found he worked at a hospital in Arizona. I contacted him, and eventually got my funds returned.. I had chalked it up to a learning experience... and so it was..

Caveat Emptor...[/font][/font][/font]

[font=Verdana][font=Times New Roman][font=Verdana]There are lots of past and present comments such as these that indicate things have not changed over time.[/font][/font][/font]

Thanks for bringing that up. We just mailed the silver plated single ring razor out this week. Let's see if the author of the thread updates everyone. Covid has certainly impacted our service workshop this year.

Matt

Sent from my SM-N970U using Tapatalk

That's great.  Did you ever let him know what was going on?  Send him an email?  I've seen several threads where you just don't communicate for months and months at a time, or ever.  It's one of the more common issues people seem to have, among others.