Boker: Resolved customer service experiences

M

Monster696

Joined
Jan 8, 2012
Messages
38
Hard to believe that a company with as rich a history as Boker has denigrated into it's current state.

When a company lauds itself for having a "Lifetime Warranty" and then tries to backtrack when faced with manufacturing defects that cannot be repaired. I've recently started going through my equipment and came across my Boker lockback which no longer locks (the lock failes under a stiff breeze and is unsafe if anything else). I was hoping to contact customer service to send me a screw for another boker product I own when I read about their lifetime warranty. I followed the instructions and sent in a tracked package to Boker for repair. I was contacted by Jann who informed me that my German made Solingen 500 stainless knife was a "$25 Kmart special" and that she would give me a credit for $25 to be used on the Boker USA website.

I vividly recall purchasing my Boker Classic at Lebaron's in Toronto for a little over $50 (I was comparing it against Buck and Gerber at the time and my dad was a big believer in Boker)

Unfortunately now, the equivalent knife from Boker costs more than $150.

I really wish that when Boker states that they'l fix or replace with greater than or equal to value that they were referring to quality not MSRP.

Easy to say I'll take my business elsewhere but i'm more disappointed than anything...
 
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Any info on the exact boker model in question. I am just curious as to what the quality was. And how that ended up being 25 dollar value in their eyes? (Like the price of some MTECH knives.....)

I always thought Boker was a well respected knife company, I really hope this is a rare experience, as there are with all companies.
But you never know. The boker of yesterday might have had great quality, but that does not mean it does today - I've had good experiences with them so far but have yet to need their customer service, I hope if I ever do that this does not happen to me....
 
Cyber_Demigod said:
Any info on the exact boker model in question. I am just curious as to what the quality was. And how that ended up being 25 dollar value in their eyes? (Like the price of some MTECH knives.....)

I always thought Boker was a well respected knife company, I really hope this is a rare experience, as there are with all companies.
But you never know. The boker of yesterday might have had great quality, but that does not mean it does today - I've had good experiences with them so far but have yet to need their customer service, I hope if I ever do that this does not happen to me....
Click to expand...

I have three more of their knives and while I completely understand the three tiers of their products, I was shocked by the offered resolution. This pic doesn't do the knife justice but it's a large German made Lockback in 500 stainless.

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Their lowest priced German-made lock-back is $150 MSRP
 
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So let me see if I understand.

She offered you what the knife was worth back in the day and that makes it bad customer service?

If your old car gets rust and the company covers it. Should they give you a new car ...
 
In response to Monster696’s posting “Horrible customer service” Boker USA offers the following response. This product was manufactured in the 1980’s, over 35 years ago. As the poster mentioned, we offered him a $25 credit, which was the value of this knife at that time. There were no deductions for the 35 years since we have sold that model of knife during which time he enjoyed the use of it. What he is asking for is to be GIVEN a $200 knife free of charge, this is simply unreasonable. As any business will tell you, you should always try and do what is right, fair, and just, and in this case we have certainly done so. We do not have the luxury of controlling what people post on the internet but if you look, you will see that the Boker customer service department makes over 95% of customers happy and will continue to do so going forward.
 
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100% untrue, My simple statement is that the value you put against your product is based on the MSRP (at the time of manufacture) I never asked for a $200 knife in place of my knife suffering from a manufactures defect. When a warranty states "equal or greater value" for replacements (when repair is not possible). I would never value a Solingen produced knife at $25 in today's terms. In the car example offered by lock pick, you're damn right that if my car rusted through within the manufacturers stated warranty period, I'd expect them to make it right by repair or replacement. My other point is that competitors in the industry (and in some cases the same state) don't quibble about msrp value because they recognize the importance of lifelong customers.... Lock failed on yer clipit? you can expect a delica 4 in the mail.... I was and am dissatisfied and surprised that a manufacturers defect repair on a stated lifetime warranty request, resulted in being told that the entire value proposition was nullified. $15 to ship the knife in $16 to get it shipped back for a $25 value means I'm in hole $6 for what I deem to be an inferior replacement. Use whatever depreciation analogy you want but cap your warranty if that's the case.
 
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I'm not really following is the knife out of production now ? Or is it 150-200now and still in production?
 
Spartan00 said:
I'm not really following is the knife out of production now ? Or is it 150-200now and still in production?
Click to expand...

Well out of production..... not debating that I've had it a long time.... frankly i forgot I had it because i haven't been able to safely use it for over a decade. I came across the warranty policy when requesting a part for a more recently purchased knife and hoped the lockbar could be repaired... seemed like a good idea at the time... It makes it sound as though i was looking to "take Boker" and get something better but i asked for a German made lockback to replace my German made lockback in lieu of repair (cannot be done for the offered $25). Mentioned some linerlock alternatives b/c German made stuff is a far cry from the offered replacement value.... I like to "buy american" because i usually don't run into issues like this in the knife industry. I was just shocked when she said $25 website credit. Live and learn....
 
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You talk about spyderco . Spyderco can and will say your life of the knife Is done . I've never heard of them doing it but it's a claus in there .

I get your upset but you had a lot of years with that knife for the price I'd say you got your money's worth out of it .

Fair is fair now . Had it been a very expensive knife that's one thing but still it's an old blade .

Now if the knife was in production still and it could be repaired then maybe it should of been repaired again though it's a 35 year old 25-50dollar knife .
 
The fact they gave you anything is a plus in my book. It's not what you want to hear but again it's a 35 year old knife they basically paid you for.
 
I take your point. For me, it's not really a question of "what I want to hear". I just feel that a 135 year old company with a fairly broadly stated lifetime warranty didn't meet my consumer expectations compared with my experiences with industry competitors.
 
*Resolved* Just got a call from Jann, German lockback en route to replace defective German lockback. Made good on their warranty commitment....
 
Wow. In my perspective the OP really was offered more than may have even been justified. Most warranties are based around "Manufacture Defect", and not a lifetime maintenance program. Since the OP chose to slam the company, but did not volunteer any pics of the knife to see how it was used and/or cared for, one might simply assume that a 35 year old knife is simply Worn Out.

I fail to see how a knife that was used and proven for 35 years, could have an actual defect over the scenario of simple wear and tear. Even if it was possibly an unused safe queen, full value from the date of purchase is still very generous. If only I could have that offer from all the things I've purchased over the years, used, then discarded....I'd probably be a rich man. ;)
 
I prefer replacements of quality my self. Like a knife of similar construction and steel, of similar quality. Sometimes no such knife is available from that company though. :P
 
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