Really Good Conversation with Kelly at Swaine

JerseyJones · Post by **JerseyJones** » Wed Feb 18, 2004 3:15 pm

Hey all,

I just got off the phone with Kelly from Swaine Adeney. She was terrific and spent 20 minutes talking Poets with me on HER dime. She explained a lot about what the deal is now with the Poet and the Macalpine and how every hat is cut by hand, thereby explaining some of the inconsistencies.

Most of all, she seemed to be VERY impressed when I told her that Peter Botwright of Wested was a regular at COW. We frankly discussed some of the accuracy issues with the hats and I graciously told her that while we gearheads are somewhat obsessive, it's because we so love the character and that we are all happy to help HJ in whatever way we can to keep the magic alive by sharing our headwear detail obsession.

I.e. she is very approachable and friendly and could be a good resource for us and seems to be interested in our little crazy universe. We shared some gear stories and she is sending me the Swaine paper catalog, with the HJ brochure and the original letter included with the Indy hats, which she has encouraged me to share with COW. I was very pleased !

I told her to feel free to stop by and look around and come by and chat with us.

Once again, patience, persistence and politeness, even when discussing points of contention, has (it seems) paid off. In the spirit of this, let's all be sure that we continue the fine tradition of spirited, civil friendly discussion about the Mighty Fedora of Indy around here and welcome Kelly and the HJ gang, should they come by.

I wanted you all to see this because it seemed positive and responsive for HJ/Swaine. A new direction, p'raps ? Let's hope so !

Peace
Ken

cliffhanger · Post by **cliffhanger** » Wed Feb 18, 2004 3:25 pm

Kelly is the one I ordered my hat from. She is very polite and amiable. Do share with us the catalogue when you get it (I didn't get one of those!) You are quite the sweet talker my friend.

BTW, what time did you call? I had the worst time getting a hold of them at first. Apparently the shop closed at 5:30 London time. I had to call them every morning at 6:30 (Central).

Peace,
Cliffhanger

JerseyJones · Post by **JerseyJones** » Wed Feb 18, 2004 3:27 pm

cliffhanger wrote:Kelly is the one I ordered my hat from. She is very polite and amiable. Do share with us the catalogue when you get it (I didn't get one of those!) You are quite the sweet talker my friend.

BTW, what time did you call? I had the worst time getting a hold of them at first. Apparently the shop closed at 5:30 London time. I had to call them every morning at 6:30 (Central).

Peace,
Cliffhanger

Thanks for the kudos. She called me back after my leaving a message a few days ago. That was the shock to me, pleasantly.

I will share all the goodies as I get them. I have a very positive feeling about this so far !

Will advise !

Ken

cliffhanger · Post by **cliffhanger** » Wed Feb 18, 2004 3:30 pm

JerseyJones wrote: She called me back after my leaving a message a few days ago...
Ken

Yeah, that's weird, yet great news. Perhaps Swaine/Herbert Johnson is getting the message about customer service.

Peace,
Cliff

Hemingway Jones · Post by **Hemingway Jones** » Wed Feb 18, 2004 3:35 pm

Great job, Ken,
Nice work and good sentiments.

every hat is cut by hand, thereby explaining some of the inconsistencies.

It's ironic that something like the hats being hand made, which is usually a measure of quality, in this case is a detriment.

Was she at all surprised by your level of devotion and knowledge of such things as the bow, brim size, and crown hieght?

Post by **Ken** » Wed Feb 18, 2004 3:50 pm

Does she work in the shop every day? I will be visiting London sometime in the next few months... I was already dubious about visiting HJ with Swale's mixed reputation, but when I heard it had gone downhill when he left I didnt think to bother. However this news is most encouraging and could certainyl warrant a visit.

Ken

JerseyJones · Post by **JerseyJones** » Wed Feb 18, 2004 4:13 pm

Indiana Ken wrote:Does she work in the shop every day? I will be visiting London sometime in the next few months... I was already dubious about visiting HJ with Swale's mixed reputation, but when I heard it had gone downhill when he left I didnt think to bother. However this news is most encouraging and could certainyl warrant a visit.

Ken

I would definitely visit the shop and make sure you are polite and enthusiastic.

She should be there. I will try to get you contact info.

She told me a story of a fellow who stopped in recently to the shop after JUST buying his Wested and couldn't yet afford the hat and she seemed ready to welcome the promised return of this devoted fan. That made me feel good.

Peace
Ken

JerseyJones · Post by **JerseyJones** » Wed Feb 18, 2004 4:16 pm

Hemingway Jones wrote:Great job, Ken,
Nice work and good sentiments.

every hat is cut by hand, thereby explaining some of the inconsistencies.
It's ironic that something like the hats being hand made, which is usually a measure of quality, in this case is a detriment.

Was she at all surprised by your level of devotion and knowledge of such things as the bow, brim size, and crown hieght?

Not really, she seemed to be accustomed to this by now, and kind of interested. The inconsistencies, well, we'll get more about them in more detail as we talk with her and Swaine more.

Regards,
Ken

cliffhanger · Post by **cliffhanger** » Wed Feb 18, 2004 4:17 pm

Ken,

The number is 011-44-207-408-1174 for international folks. For YOU, it might be 207-408-1174 for the shop (I don't know how to dial from Scotland to London, sorry!). Just ask for Kelly Ford.

Peace,
Cliffhanger

Post by **Ken** » Wed Feb 18, 2004 4:19 pm

Thanks. I will give a ring probably a week - few days before I plan on calling in so she can brace herself for an Indyfan.

Ken

JohnNdy · Post by **JohnNdy** » Wed Feb 18, 2004 4:20 pm

I must say that I am quite impressed that Swaine Adeney would send me ANOTHER hat free of charge when they messed up with the first. They didn't even ask for me to ship the other back, but instead made all corrections and did a very nice job. I must say, however, that the quality of the product still leaves much to be desired given the price paid. These hats, in my opinion, should cost no more than a fed deluxe - but a lot of what you pay for is the legacy attached to it. Nonetheless, I am pleased with the new hat they sent me. The sweatband seems to be a bit softer and the HJ liner with the red emblem a la Last Crusade is awsome! One drawback is that it is a little bit tight for a 7 1/8 - which is my size. It feels more like a 7 - so perhaps they run a bit small. Nonetheless, I can stretch it out with a hat jack. Bottom line is that HJ did a FINE job with my customer service. I am happier about that then the hat itself. They really stepped up tp the plate when I complained about my last hat and I ended up recieving a hat much closer to what I had imagined...

-John

Dakota Ellison · Post by **Dakota Ellison** » Wed Feb 18, 2004 4:21 pm

I wonder if Swales left them detailed info on cutting the brim. Surely they're using some sort of template left by the Old Master. They also need to drop the black liners and go back to white. Glad to hear Kelly is nice to talk to. Good news.

Marc · Post by **Marc** » Wed Feb 18, 2004 4:21 pm

Great news. I had hoped, that the mods. would look into this when I thought about contacting HJ, but seems like you had great results as a normal member as well. Kudos to you.

Regards,

Marc

Post by **Michaelson** » Wed Feb 18, 2004 4:47 pm

We had attempted contact, Marc, but at that time Swales was still in the back cutting hat brims. I'm thinking he may have been part of the problem, based on the replies JerseyJones received today. We can only work with what we have at any given moment....

Regards. Michaelson

Marc · Post by **Marc** » Thu Feb 19, 2004 1:59 am

I meant AFTER Swales left, but realize now, that I suggested this on a different topic somewhere in the middle of a discussion. I'm sure Swales was a part of the problem, and I know you're doing the best to keep this going. Maybe I should have suggested this directly to the administrators, instead of only mentioning it along the way

Regards,

Marc

Whipcrack · Post by **Whipcrack** » Thu Feb 19, 2004 9:31 am

After reading JohnNdy’s comments in another post and looking at the photos he posted of the HJ lid they sent him. I will never consider ordering from them. The hat looks, and he describes it as being “stiff as cardboard”, nothing like the supple Herbert Johnson’s from the films. Those days are long gone. Remember, the company has been sold, Swales is gone and the store doesn’t even have the Herbert Johnson name on the front any more. I read HK’s report and it sounds like a great place to get an umbrella but forget about it for an Indy hat.

I respect JerseyJones for contacting them but recommend you order an Optimo knowing you are getting a lot better and more accurate Indy hat. The Herbert Johnson name alone is worth nothing if their hats don’t deliver the goods.

Thanks
Bill Walton

JerseyJones · Post by **JerseyJones** » Fri Feb 20, 2004 10:52 pm

Whipcrack wrote:After reading JohnNdy’s comments in another post and looking at the photos he posted of the HJ lid they sent him. I will never consider ordering from them. The hat looks, and he describes it as being “stiff as cardboard”, nothing like the supple Herbert Johnson’s from the films. Those days are long gone. Remember, the company has been sold, Swales is gone and the store doesn’t even have the Herbert Johnson name on the front any more. I read HK’s report and it sounds like a great place to get an umbrella but forget about it for an Indy hat.

I respect JerseyJones for contacting them but recommend you order an Optimo knowing you are getting a lot better and more accurate Indy hat. The Herbert Johnson name alone is worth nothing if their hats don’t deliver the goods.

Thanks
Bill Walton

I hear ya loud and clear Bill. My point though is to demonstrate to SAB/HJ that there really is a viable market for the original style lid, and I think that can possibly happen now. It's the original and its an option.

Just trying to keep the lineage alive, ya know ?

Post by **Ken** » Fri Feb 20, 2004 10:55 pm

Well its one of these things - if I was going to buy a HJ it would only happen by going into the shop, seeing everything and being very very specific.

Ken