Attempt at Customer Service

All he had to do is take it apart, clean it out, drop some oil into the pivot, and open and close it for a few days. This is what I've done with all of my Emersons and they all became very smooth and easy to open.
 
Some people seem to think that when they buy a knife it should be ready to go, no adjustments needed. I rarely get a new knife, Emerson or others that don't need a little pivot tweaking.
 
I've said it before and I'll say it again. I've spent $2000+ on knives that are way less than perfect, and I see it all the time with people complaining how it's ATTRROOCIOUS how a TWWWWOOOOO HUNDREDDD AND FIFTTYYY dollar knife can DAREEEEE to have a flaw on it.

Saw it a lot on the ZT forum, and that's why it was closed. As a consumer, sometimes it's really as simple as.... you don't like it, ship it back for a refund. Some of these knife makers put their heart and soul into what they make. And I can't help but feel their pain when somebody talks trash about their product.

I didn't get a chance to talk to Mr. Emerson but I saw him at the knife show this past weekend. The guy seems like a genuine nice guy and has a lot of passion for what he does. Just know that for every 1 ignorant a-hole there are many others who love your work.
 
The original email is either from someone that has watched entirely too much reality TV and has inherited an entitlement that all of those personalities have, or it was just a plant. Either way, water off a duck's back.
 
Dealing with the public, vendors, suppliers, or just some people make you wonder why you chose to be a business owner, or operator.

20 years of self employment was good, but I still scratch my head about those times, I was ripped off, or screwed over for no good reason.

They were the minority of transactions, thank goodness.
 
Nice way to take the high road,sir. It is much harder to turn the other cheek. I have never seen an Emerson but I am interested now.
 
This sort of crap can and does happen in most business'. Just put them on 'ignore'. ;)
 
I for one have to say my last four EKI's were perfect.. Only "flaw was the g-10 wasn't 100% flush to the liner in one small section! but that's not enough reason to complain or even worry
 
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AT1984 said:
"Pivot too tight?" He doesn't even need a screwdiver. I have an "Emerson Pivot Tool" that costs 10 cents. It's called a "Dime", and works every time! (and...I'll sell the "Pivot Tools"to anyone who wants one, for 50 cents each, plus 50 cents for shipping!) ;-)
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Any chance of a titanium model? I'd buy that.
 
I recently had an Emerson customer service experience. The blade on my Persian was off center and had some play when closed. So I sent it in for a refund, but I changed my mind and called to ask if it could be fixd instead. I was able to talk with someone on the phone right away, he checked and told me they had my knife and they would take care of it. I got my knife back within one week in perfect shape. I was very impressed with the customer service. This kind of customer service inspires loyalty in my book. :thumbup::)
 
gusbuster said:
I recently had an Emerson customer service experience. The blade on my Persian was off center and had some play when closed. So I sent it in for a refund, but I changed my mind and called to ask if it could be fixd instead. I was able to talk with someone on the phone right away, he checked and told me they had my knife and they would take care of it. I got my knife back within one week in perfect shape. I was very impressed with the customer service. This kind of customer service inspires loyalty in my book. :thumbup::)
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Sounds like the customer service that built the famous L L Bean Company of Freeport, ME. Not rocket science, but something simple companies who sell superior products, can afford to do if they choose. It is also the best form of advertising. Satisfied customers, are repete customers. Plus they tell their friends many times who also become customers.

The salesman who sold me my last car, and Acura has seen me many 20 times since I had the car. Never tals to me, never say even hi, how is the car. Let's say I still go to the dealership for free washes often. But I will never buy another Acura from that dealer as long as that salesmen works there.
 
Good, measured CS response Mr. Emerson. As the owner, you pretty much have to take that road or you'll receive gruff for not doing so. It's a no-win taking any other approach.

As for us, we run people like that off pretty quickly. With a variety of Emersons, if need be!

"Grind marks" will be the least of their worries, and some of us can run faster than they can.
 
When I was 15 and worked at macdonalds a fat lady asked for a refund for her Apple pie while she was still taking another bite and chewing it. Just a thought.
 
That's strange....I have a practically brand new 2013 Combat K, and all I did with it was play with the wave and got accustomed to the grip. It was solid out of the box for me.

On a side note, my Combat K has spoiled me. Now the Fox 599 feels flimsy and unwieldy to me, the 5.11 CUB still feels solid, and the Bladetech Riptide feels like a clunker compared to my Emerson.
 
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