Al Mar Knives customer support sucks

A

Akapennypincher

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Was considering the purchase of an Al Mar SERE 2000 so I contact the local Al Mar Distributor in Portland. Well that was mid June, finally got an e-mail reply last week. That was the end of August, let say they impressed me almost as much as Cold Steel never sending me a catalog I order off their web-site over 6 months ago?

So companies have some really cool products, with no customer service, or support so let say they are both off my list of thing I want.
 
Perhaps the beef should be directed to the said "Al Mar Distributor in Portland" and not the company.
 
I emailed Al Mar about a warranty claim on a Falcon UL with lock issues to get a RMA # so I could sent it in.

Response took nearly 3 months, even with multiple emails sent.

I gave up 2 months into the wait and ebayed it (with full disclosure of the issues, taking a big hit)

I really like Al Mar's products. I still have a Hawk Classic, but I just can't pull the trigger on any new purchases because of that experience.
 
Similar experience for me. I had a folder I wanted to send in for servicing, so I followed the instructions on their website. Submitted the message to their support team in April or May but never heard back.

Funny enough I got a response last week, but that particular knife is long gone. I am still a fan of their designs but this experience did leave me scratching my head. Definitely not writing them off by any means but I am interested to see how many others chime in with stories like this. Considering how much their prices have gone up in the past few years, prompt service would certainly speak for the value they offer.
 
I agree the manufacturer should not be called out because of something the distributor did. However I had a bad experience with them too.

I lost the thumbstud on my Sere 2K. I sent them an email about it. Waited a month. Sent them another one. Waited another month with no reply. (Keep in mind this is my EDC at the time and with no thumbstud, opening it pretty much sucked)

Well..... I finally called them out on bladeforums. I actually just posted on somebody else's call out thread saying they never sent me a reply, or a thumbstud. An Al Mar rep posted to the thread acting all indignant like I didn't give them enough time to take care of the problem, and HOW DARE I besmirch the good name of his company, etc. I just asked "so, can you send me a thumbstud now?" He asked for my address, and I gave it to him. A replacement was in my mailbox in 2 days..... Take from that what you will.

By the way, I had long given up on them sending me one, and was just using one of those "add on" style thumbstuds that attach with an Allen head set screw. (The kind everybody used to put on their Buck 110s) it had been at least 6 months to a year with no reply.
 
Also wanted to add - the Sere 2K is probably my absolute favorite folder in that size range ever made. It has kicked every other comparable knife out of my right front pocket for about 15 years. They do make great knives..... Just hope and pray you never lose your thumbstud or ever need to have your knife worked on (unlikely).
 
Distributor? Why not go with BladeHQ, Knifecenter, GPKnives, New Graham or someone that has everything in stock? I might be misunderstanding the meaning of "distributor" in this case. I take it to mean a wholesaler like Blue Ridge or Moteng. As for the catalogs, I certainly cannot understand why Cold Steel wouldn't drop one in the mail for you, along with one of their DVDs. That is usually what they do. I'd go ahead and ask the Cold Steel forum rep here for some guidance. Sometimes emails requests get lost in the shuffle. It happens all the time, doesn't make it right, but it happens quite often.

As far as Al Mar knives are concerned, I cannot speak personally to their customer service, I've never ordered directly from them, or sent a knife back to them, or had any contact with them directly. Before throwing the baby out with the bath water, one must find the best and most reasonable way to approach the situation. I have handled a couple of their knives and they were nice, but not exactly for me. I've heard of some stories relating to their poor warranty service, long delays, little if any communication. That still does not have much to do with the wholesaler. There are some companies that have very bad customer service, they don't seem to have any incentive to change. It is what it is.
 
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That's why it's great if a company has a manufacturer forum here. Cold Steel did not, and got all kinds of static from our members. Since they got a forum, and a good representative, they get a lot more praise and hardly any of the old mockery.

And if you need them, just come here to ask.
 
Esav Benyamin said:
That's why it's great if a company has a manufacturer forum here. Cold Steel did not, and got all kinds of static from our members. Since they got a forum, and a good representative, they get a lot more praise and hardly any of the old mockery.

And if you need them, just come here to ask.
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Cold Steel is like I said a disappointment, because they can get out a catalogue. I even called the companies number once, got a live person, mention the catalogue I was waiting for was told a few weeks. Even put in a second on line request, still no catalog.
 
Al Mar U.S. distributor in Portland, Oregon is not doing the parent companies product a proper service in the U.S. market, their customer service sucks.

If you have no customer service, you have nothing.
 
I've owned many Al Mar knives. Incredible fit and finish. Only once did I have what was an obvious functional issue with a NIB folder. It took a few calls over a few days. Finally a woman responded, took my number, but no returned call. A few additional calls during the following week and eventually I was able to talk to a gentleman. He knew exactly what the problem was and attempted remedy over the phone - my doing the work. I replied that it was an unrealistic expectation. He then gave me an Oregon address. I received it back, repaired about a month or so later. I suspect he's running a one man show and may have had to return the knife to Japan.
 
miguet said:
I've owned many Al Mar knives. Incredible fit and finish. Only once did I have what was an obvious functional issue with a NIB folder. It took a few calls over a few days. Finally a woman responded, took my number, but no returned call. A few additional calls during the following week and eventually I was able to talk to a gentleman. He knew exactly what the problem was and attempted remedy over the phone - my doing the work. I replied that it was an unrealistic expectation. He then gave me an Oregon address. I received it back, repaired about a month or so later. I suspect he's running a one man show and may have had to return the knife to Japan.
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If you do a little research they are a five person company, with a half million dollars a year in sales, so they just don't seem to have their customer service act together. Because of that in my eyes I will not deal with them, as after sales service is as important as product.

LL Bean in Freeport, ME is a company who's customers service is outstanding.
 
It still isn't clear to me what you mean by the Portland Al Mar "distributor" but the company headquarters is in Tualatin, suburb of Portland. After Al passed away some years ago the brand was bought by another individual. There is no "parent company" besides the contract maker of the knives in Japan.
 
I've been waiting for a promised replacement pocket clip for about ten years or so now. (Promised to me by their chief and then details resent to them via email following a phone call follow-up some months later.)

Since I've sold the knife out of frustration with the company (and the fact that it was way heavier than warranted imho), I'm no longer holding my breath waiting for them to get around to it. :p
 
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