A word about the warranty process.

M

MikePerrin

Joined
Feb 26, 2001
Messages
849
I had a customer return a knife because some chips of coating had come off during use right after he bought it. But rather than return the knife then he went ahead and removed all the coating and then sent it back. I could refuse to replace it because it really isn't a warranty issue but then I would get flak for not honoring the "no questions asked" warranty. I very reluctantly replaced the knife.

I told you that to tell you this. One of the reasons we have the warranty we do is so we can get failed knives back to have a look and make improvements or catch problems before they get to be big problems. When a user does anything similar to the above then that renders the knife useless to us for determining what the problem was to start with. If you have a problem with a knife and it is a warranty issue then return the knife at that point. DO not continue to modify the knife and then send it in. Then it becomes an abuse of the warranty process. Mike
 
MikePerrin said:
I had a customer return a knife because some chips of coating had come off during use right after he bought it. But rather than return the knife then he went ahead and removed all the coating and then sent it back. I could refuse to replace it because it really isn't a warranty issue but then I would get flak for not honoring the "no questions asked" warranty. I very reluctantly replaced the knife. Mike

Mike, if anyone ever had a question about yourself & Jeff's integrity or your company's warranty, I think this pretty well sums it up. Common sense would tell you as long as the knife was intact, could & would still cut, chop, slice, hack, whittle, stab, etc., then to me it would not be broke. What will be next, the grips are dirty & won't come clean? There has got to be some sort of a common sense factor that has to come into play when the issue of a "no questions asked" warranty is available. Thanks for reassuring me I made a good choice when I bought my first ESEE 2 weeks ago.:thumbup:
Be safe.
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Hi Mike, thanks for sharing.

Why are people doing things like that, I can't understand??? If a knife has a defect, I will simply send it back. The fact that ESEE is trying to improve possible mistakes is excellent and only positive for us, the customers.
 
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When I chipped coating off of my 3 I went and stripped all the coating off of it...and then kept on beating it the hell up! Who cares about the cosmetic stuff anyway! If I were blind the only thing I would have noticed different about it without the coating is that it slices with less drag! :p
 
Been a lot of warranty comments lately that have made me go ???????.

I guess the most recent was the member who accidentally whacked his edge against a sharpener (which has to be harder than the blade to wear the steel, correct?) and dented (or “chipped” as the first thought) the edge. One of the first comments was “It’s under warranty.” So because you had an oops moment and damaged your knife at no fault or flaw of the knife, that is okay to send the knife in and get a new one? Give me a break.

If a car had a flawed paint job where the paint was flaking you wouldn’t strip the car down, ready to be repainted then say “Look how my paint is flaking.”

Thinking is fundamental.
 
I was the guy that chipped his 5 on the sharpmaker rod.


If you would have payed attention I REFUSED to warranty the knife for my stupid mistake. I resent the fact that you bring up my situation when complaining about warranty abuse.



adaman04 said:
Been a lot of warranty comments lately that have made me go ???????.

I guess the most recent was the member who accidentally whacked his edge against a sharpener (which has to be harder than the blade to wear the steel, correct?) and dented (or “chipped” as the first thought) the edge. One of the first comments was “It’s under warranty.” So because you had an oops moment and damaged your knife at no fault or flaw of the knife, that is okay to send the knife in and get a new one? Give me a break.

If a car had a flawed paint job where the paint was flaking you wouldn’t strip the car down, ready to be repainted then say “Look how my paint is flaking.”

Thinking is fundamental.
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CrimsonTideShooter said:
I was the guy that chipped his 5 on the sharpmaker rod.


If you would have payed attention I REFUSED to warranty the knife for my stupid mistake. I resent the fact that you bring up my situation when complaining about warranty abuse.
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Not my intention, think you might have misread it or perhaps I wasn’t clear. If you’ll take a moment and re-read my post you’ll see that “One of the first comments” (perhaps it should have been “One of the first responses”?) was that the knife was under warranty. Not that you damaged it and said “Oh well, it’s under warranty.” I respect that you realized it was an accident, took responsibility and moved on from it.

I’ll leave my response at that.
 
Where ever honesty and integrity can be found, we will find those people who will exploit it for thier own personal gain. I would think it would be hard at times to offer the warranty that you do, as people will utilize so that they can have a new shiney knife.
Whatever happened to taking the knife you carried for years and saved your butt a couple times down to your son? God willing the ESEE's I hold today will be carried by my kids in years to come. If they get broke keeping my can alive between now and then, well I know the warranty is good.
 
adaman04 said:
Not my intention, think you might have misread it or perhaps I wasn’t clear. If you’ll take a moment and re-read my post you’ll see that “One of the first comments” (perhaps it should have been “One of the first responses”?) was that the knife was under warranty. Not that you damaged it and said “Oh well, it’s under warranty.” I respect that you realized it was an accident, took responsibility and moved on from it.

I’ll leave my response at that.
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Ok I definitely misinterpreted your post. Thanks for clearing it up. :)
 
I know it wont happen, but I would be reluctantly willing to take that "broken" knife off your hands and assist in determining the cause of the "breakage". :)

Great work, I am glad to see I own a knife that the manufacturer stands behind so well, even if some people want to push the boundaries of the warranty you offer.
 
That guys a moron. Boohoo. chipped coating. I have touched up some just with GC. Keep it from being just open metal. I would NEVER send it back just because of coating. wear and random acts of chipping....who cares? Use it, till its worn down, buy another. end of story. Is someone ganna return a car just cause THEY got a scratch parking at target, shopping? Gheez. lol.
 
landserpunk said:
I know it wont happen, but I would be reluctantly willing to take that "broken" knife off your hands and assist in determining the cause of the "breakage". :)

LP, I tried the same approach with the HEST folder to test it & give them an unbiased opinion, & still have not had a response from either Jeff or Mike . . . wonder why ??? :)
Be safe.
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adaman04 said:
Been a lot of warranty comments lately that have made me go ???????.

I guess the most recent was the member who accidentally whacked his edge against a sharpener (which has to be harder than the blade to wear the steel, correct?) and dented (or “chipped” as the first thought) the edge. One of the first comments was “It’s under warranty.” So because you had an oops moment and damaged your knife at no fault or flaw of the knife, that is okay to send the knife in and get a new one? Give me a break.

If a car had a flawed paint job where the paint was flaking you wouldn’t strip the car down, ready to be repainted then say “Look how my paint is flaking.”

Thinking is fundamental.
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So then they shouldn't warranty knives that were broken while being used as prybars?
 
Try to get a firearm company to replace the item when the coating starts to wear from use! Jeez, some people just don't understand that knives/guns are tools. If you want to keep it pretty, make it a safe queen.
 
KennyB said:
So then they shouldn't warranty knives that were broken while being used as prybars?
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In actuality, no. But we do simply because we know sometimes a knife has to be used for more than it is intended. When it comes to the coating wearing off or an edge getting dull, that's a normal wear and tear issue that is not under warranty. Anything that wears through a normal course of use will never be under warranty (thus the reason we will not warranty normal wear of a lock on a folder). Pretty simple.
 
A warranty issue for chipping on a coating? A knife is a tool, meant to be used. To think that coating will last forever is ridiculous.
 
I appreciate the warranty you guys place on your knives and the way that you honor it. It gives me an increased level of confidence, though I don't anticipate ever needing it. I am sorry though that you have to deal with some of the things you do because of that. Thank you guys for hanging in there and dealing with these kinds of things so that you can offer so many of us a truly outstanding product and customer service.

God bless,
Adam
 
Mine is starting to show some wear from battening. Must be time to return under warranty!

JK!

Thanks for offering such a great product AND a great warranty!

Nathanial4
 
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