A bit disappointed with Vessel

[66HertzClone]

I purchased this Vessel kit last year and really like it, sadly I somehow managed to lose the 3mm hex bit, searched everywhere but it remains gone. After spending a considerable amount of time searching for a replacement on line, I sent Vessel an email requesting assistance. They responded this morning saying that replacements for these specific bits are not available as single items. They provided me with links to other 3mm bits to use as replacements, but those are longer in length and different in style. I have other 3mm bits so I will just have to use those , but I am disappointed that I am unable to get a replacement.

 

[American Locomotive]

Who did you email, specifically? Did you check the Vessel Japan catalog?

 

[66HertzClone]

Who did you email, specifically? Did you check the Vessel Japan catalog?

I did email them directly, no I didn’t look at the Japan catalog, do you have a link by any chance?

 

[finn]

First world problem.

 

[four.cycle]

Vessel / Vessel Co. Inc., 17-25, Fukae-Kita 2-chome, Higashinari-ku, Osaka 537-0001 Japan / https://vessel.co.jp/english/ / est. 1962 /


contact the company directly.

 

[drmarkr]

Similar.... $10 free delivery with Prime.

https://www.amazon.com/dp/B0751KQQ3L?tag=atomicindus08-20

 

[American Locomotive]

First world problem.

While it's not a huge problem, I don't see why you feel the need to diminish it? It's definitely frustrating when you have missing pieces, the company still clearly makes the parts, but you can't get them.

I did email them directly, no I didn’t look at the Japan catalog, do you have a link by any chance?

This should be the full complete catalog:

https://www.vessel.co.jp/userfiles/catalog23/catalog_all_E.pdf

Do you have the catalog # or part # for your set? I can't seem to find it in the catalog.

 

[Jack_K]

That is annoying.

 

[rust in the eye]

I'd also be disappointed but even if they were to oblige and sell a single hex bit my guess is it will come from Japan and you'll be on the hook for shipping which would no doubt well exceed the tool value.
If you persist, convince them to sell a single then pay a bunch of money for shipping on top to get it your one lost will likely turn up soon afterwards.

 

[IndyGarage]

Do you guys realize that for a decent sized company to transact anything it probably costs upwards of $50 - maybe 2-3X that amount?

They absolutely should not sell a single piece from that set. It literally puts them out of business to do so.

That's why you need to go to a retailer and find something that works. Or buy another kit and throw that one out.

 

[Jack_K]

Do you guys realize that for a decent sized company to transact anything it probably costs upwards of $50 - maybe 2-3X that amount?

They absolutely should not sell a single piece from that set. It literally puts them out of business to do so.

That's why you need to go to a retailer and find something that works. Or buy another kit and throw that one out.

But they could sell a 20 pack or something of that one bit. I've seen packs like that of their bits available.

 

[IndyGarage]

But they could sell a 20 pack or something of that one bit. I've seen packs like that of their bits available.

That's fine because it's sold at retail. They are not selling a single 20 pack they are selling them by the caseload. The entire set costs $45 on Amazon. It's not worth the time it takes to write or respond to an email.

 

[liliysdad]

That's fine because it's sold at retail. They are not selling a single 20 pack they are selling them by the caseload. The entire set costs $45 on Amazon. It's not worth the time it takes to write or respond to an email.

And that, friends, is how you build a loyal customer base.

 

[66HertzClone]

And that, friends, is how you build a loyal customer base.

That was my exact thought and reaction.

 

[IndyGarage]

And that, friends, is how you build a loyal customer base.

Loyal customers understand how and want you to make money. Customers who don't understand it or don't follow it are customers you do not need.

 

[rust in the eye]

Do you guys realize that for a decent sized company to transact anything it probably costs upwards of $50 - maybe 2-3X that amount?

They absolutely should not sell a single piece from that set. It literally puts them out of business to do so.

That's why you need to go to a retailer and find something that works. Or buy another kit and throw that one out.

Let's, for the sake of argument, say a business has a (very) healthy 50% GP. Using the low end ($50) of what you posit anything less than a $100 sale is a loser.

 

[liliysdad]

Loyal customers understand how and want you to make money. Customers who don't understand it or don't follow it are customers you do not need.

Doubling down. I like it.

 

[American Locomotive]

Do you guys realize that for a decent sized company to transact anything it probably costs upwards of $50 - maybe 2-3X that amount?

They absolutely should not sell a single piece from that set. It literally puts them out of business to do so.

That's why you need to go to a retailer and find something that works. Or buy another kit and throw that one out.

He's not asking to purchase a bit directly from Vessel. He's asking for assistance - i.e., a part number, a retailer, etc...

...and also, it's called "good will". So what if it costs them 10 minutes of labor to dig a bit out of inventory somewhere and mail it to you? You'll be more likely to buy $300 worth of stuff from them in the future, and tell all your friends to buy things from them. Shoot, I had a set of "fancy" dry-erase markers - I think it cost maybe $25. One marker got misplaced, I emailed them asking If I could purchase a single marker, and they ended up just sending me a whole set for free as "good will".

 

[liliysdad]

He's not asking to purchase a bit directly from Vessel. He's asking for assistance - i.e., a part number, a retailer, etc...

...and also, it's called "good will". So what if it costs them 10 minutes of labor to dig a bit out of inventory somewhere and mail it to you? You'll be more likely to buy $300 worth of stuff from them in the future, and tell all your friends to buy things from them. Shoot, I had a set of "fancy" dry-erase markers - I think it cost maybe $25. One marker got misplaced, I emailed them asking If I could purchase a single marker, and they ended up just sending me a whole set for free as "good will".

But that company doesn’t even want you as a customer, I’m told.

 

[drokihazan]

I purchased this Vessel kit last year and really like it, sadly I somehow managed to lose the 3mm hex bit, searched everywhere but it remains gone. After spending a considerable amount of time searching for a replacement on line, I sent Vessel an email requesting assistance. They responded this morning saying that replacements for these specific bits are not available as single items. They provided me with links to other 3mm bits to use as replacements, but those are longer in length and different in style. I have other 3mm bits so I will just have to use those , but I am disappointed that I am unable to get a replacement.

I feel you on this, man. I have the 30-ish piece Vessel torsion ball bit set. I thought I lost the S1 bit, and searched high and low for it. It's not in any Vessel catalogs including Japan, they just straight up don't sell that bit. For some reason, an industrial supplier in France sells 2-packs of that bit but they only ship to France.
I dug through my trash can and sifted metal shavings and found where I'd thrown the bit out, because that was easier than buying an entire set or buying a plane ticket to France.

 

[IndyGarage]

Doubling down. I like it.

You can have a different opinion, and that's fine, but I do not feel bad for saying it.

He's not asking to purchase a bit directly from Vessel. He's asking for assistance - i.e., a part number, a retailer, etc...

...and also, it's called "good will". So what if it costs them 10 minutes of labor to dig a bit out of inventory somewhere and mail it to you? You'll be more likely to buy $300 worth of stuff from them in the future, and tell all your friends to buy things from them. Shoot, I had a set of "fancy" dry-erase markers - I think it cost maybe $25. One marker got misplaced, I emailed them asking If I could purchase a single marker, and they ended up just sending me a whole set for free as "good will".

A $50 loss on that bit, would negate the profit on $300 worth of stuff. Good will is fine, but it will put you out of business in a minute if that's what your employees spend their time on.

I feel for the OP. I've done exactly the same thing, but I don't automatically think my problem is someone else's problem to solve.

 

[redwrench60]

Come on. Who are we kidding here? There’s nothing wrong with asking a company for service after the sale. No matter how big or small the issue is.

If they won’t help me with the small issues then they won’t get my big business.

 

[IndyGarage]

Come on. Who are we kidding here? There’s nothing wrong with asking a company for service after the sale. No matter how big or small the issue is.

If they won’t help me with the small issues then they won’t get my big business.

The first sentence is correct - there is nothing wrong with asking, other than it wastes your time too to ask for service on a $2 item.

But I believe it's wrong to think a company which correctly says "we're not set up to handle this type of request, but we offer something else" is one you don't buy from.

Certainly you are free to buy or not buy products made by any company you want for any reason you like.

 

[finn]

Do you guys realize that for a decent sized company to transact anything it probably costs upwards of $50 - maybe 2-3X that amount?

They absolutely should not sell a single piece from that set. It literally puts them out of business to do so.

That's why you need to go to a retailer and find something that works. Or buy another kit and throw that one out.

Exactly. Big companies just aren’t set up to offer this type of service. At best they might send you a small set of what they’re building now that’s functionally equivalent, as a courtesy.

Designs change with time, and obsolete stock is transferred to wholesalers specializing in closeouts, or often scrapped to avoid year after year of taxes on slow moving, overstock, obsolete inventory.

If the customer for some reason is uncomfortable with buying an oddball that is functional but aesthetically different, the best option is to buy a new set that all match, and sell, donate, or scrap the rest of the set with the missing element.

Bottom line is that companies often don’t stock slow moving, single, low value individual pieces beyond what is required for warranty obligations, and those would be expected to be functional equivalents or “will fit” parts.

It hurts, but sometimes that’s how it is.

Funny / related story, but a few decades ago I acquired my blown up Jonsered 049 SP chain saw. It needed a piston and rings. The rings I found on eBay, but the piston was unobtanium.

Mahle was the oe supplier of that part, and we were working closely with Mahle at the time, so I new the Mahle rep quite well.

I asked him if he could help find a piston.

Next time he went to Stuttgart, he stopped by the Engineering department responsible for small two stroke products (this was a case where the part wasn’t in production any longer, so there was no stock). The guy happened to have one of the pistons I needed, sitting on his desk as a paperweight.

A few weeks later, it appeared on my desk, courtesy of my friend / business associate, the Mahle rep.

If I were to apply an hourly rate and first class airfare value on that piston, it would be in the thousands of dollars.