Boker: the worst customer service in the knife industry?

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Doc Trout

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I have recently received what is quite possibly THE WORST customer service I have ever had from Boker and I was wondering if anyone else had as much trouble with them as I have? FYI, I have posted an entire copy of my recent e-mail conversation with the representatives from Boker's customer service department below:


> -----Original Message-----
> From: Kristin Morales
> Sent: Friday, October 10, 2014 11:32 AM
> To: Terry Trahan
> Subject: FW: Message from contact form
>
>
> Message from contact form:
> Title:
> Last name: Bernhardt Jr.
> First name: William
> Remarks:
> About a year ago, I purchased a Boker Stockman's knife with which I was very pleased until I noticed that the handle scales had cracked on both sides. Then, not long after that, the spring that places tension on the clip point blade broke which is not conducive to my good opinion of your company or products! So, I sent the knife back to you for repair and I received it back to today. However, I am VERY disappointed with the repair because not only is the workmanship shoddy to put it mildly, the spring that was replaced is weak and will just barely hold the
blade in the open position!!! Thus, I would like to send the knife back to you (again) for exchange rather than repair.
>
> Bill Bernhardt


On 10/10/14, Terry Trahan <repairs@bokerusa.com> wrote:
> Sir,
> I am sorry you are unhappy with the repair on your knife. Please send it back to us and we will send a replacement.
>
> Thank you
>
> Terry Trahan
> Boker USA, Inc.
> Product Specialist
> Warranty/Repair
> 1550 Balsam St
> Lakewood, CO 80214
> 303-462-0662 ext. 121
> M-F 0800-1600 MST



-----Original Message-----
From: William Bernhardt
Sent: Monday, November 24, 2014 12:16 PM
To: Jann Mitchell
Subject: Re: FW: Message from contact form

Hello Terry,

I received my large stockman back from Boker today and once again, I am less than pleased! When I packed the knife for return to Boker for the second time, I printed and included a copy of our e-mail correspondence so that the people there would have instructions to follow. However, I thought that you should know that instead of replacing the knife (which should not have broken in the first place) as was stated in your reply e-mail to me, it was once again repaired; although they did do a better job this time. Consequently, at this point, I am no longer inclined to carry or purchase another Boker knife.

Also, FYI, I am a professional outdoor writer and I have written over 200 knife related articles (some of them reviews of Boker knives) for such Web sites as www.pointofsurvival.com, www.bestpocketknifetoday.com, www.bestpocketknifereview.com, www.foldingknifehq.com,www.bestbushcraftknife.com, ect. and I am presently writing blog articles for www.theknifecenter.com.
Consequently, due to this experience, I no longer feel that I can endorse Boker knives to my readers and thus, if I do write about them in the future, I will not be writing glowing reviews of them.


Bill Bernhardt
Outdoor Professional



Mon, Nov 24, 2014 at 2:23 PM

Mr. Bernhardt,

Terry is no longer with Boker USA. I have stepped into his position and things have been hectic. I am sorry you are displeased with the service you have received. However, I am not aware of previous conversations between you and Terry. If you would like your knife replaced with a new one - please send your knife in with a note stating what is wrong with it and how we can solve this problem.

Best regards,

Jann Mitchell
Service Department
BOKER USA, INC.
1550 Balsam St
Lakewood, CO 80214
Tel: (800) 992-6537 ext. 121
Fax: (303) 462-0668
www.bokerusa.com




Mon, Nov 24, 2014 at 2:52 PM

Hello Jann,

Thanks for getting back to me so quickly. Also, since you are unfamiliar with this issue, you will find a copy of my initial e-mail to Boker and the reply I received from Terry Trahan listed below. Also, while I do appreciate your willingness to work with me on this issue, I have ALREADY sent this knife back to Boker TWICE now and yet, the service I have received has been less than exemplary both times. Thus, why should I expect the service to be any better the third time when the very definition of insanity is to keep performing the same action while expecting different results? Furthermore, if I do decide to send it back to Boker again, I will then have paid the shipping on the knife FOUR TIMES; the first when purchased from the vendor, the
second time when I sent it back to Boker for repair, the third time when I sent it back for exchange the first time, and the fourth if I decide to send it back again. Consequently, I now have nearly as much in shipping the knife as its original cost and if I do send it back again, I will have reached the point where I could have purchased two knives for what I have in one defective knife. Thus, why should I trust Boker to make this right instead of purchasing another Case
stockman to replace the Boker stockman when they have already failed twice?




Bill Bernhardt
Outdoor Professional




Mon, Nov 24, 2014 at 4:32 PM
Hello Jann,

I have just noticed ANOTHER problem with this knife! When I sent it back to Boker the first time, the Tree Brand emblem was properly inset into the handle scales. However, now it is cocked at a significant angle which makes it very annoying and uncomfortable to use! Consequently, I am now so dissatisfied with Boker products that I seriously doubt that I will EVER purchase another one! However, in my personal opinion, I still feel that you should at least send me a replacement knife without forcing me to return this piece of junk in order to make some sort of restitution for all of my trouble and Boker's poor customer service!!!



Bill Bernhardt
Outdoor Professional




Mon, Nov 24, 2014 at 4:54 PM

Hello Jann,

I have just noticed ADDITIONAL flaw with this knife!!! When the knife was repaired the second time, the main spring that places pressure on the clip point blade (which was weak when I received it back the first time after supposedly having it repaired) displays a distinct, extremely annoying, and unsightly point where the back of said spring extends up through the bolsters to close off the back end of the knife! So, I would seriously like to know what is wrong with
your employees and/or you quality control system that such shoddy workmanship is allowed leave your factory?




Mon, Nov 24, 2014 at 5:01 PM

Mr. Bernhardt,

As I stated before, it is unfortunate that you have had these issues with Boker USA. I CAN NOT send you a replacement unless you send your knife back to us. I have to have something to show WHY I replaced your knife with a new knife. If you are not willing to send your knife back to receive a new replacement, there is nothing more I can personally do for you.

Best regards,

Jann Mitchell
Service Department
BOKER USA, INC.
1550 Balsam St
Lakewood, CO 80214
Tel: (800) 992-6537 ext. 121
Fax: (303) 462-0668
www.bokerusa.com
 
I would like to think that Terry, if he were still here, would rectify your situation. As you may not know, he has left due to health reasons.

It is unfortunate timing and I know that it isn't your fault, so I understand your frustration. Even without the personnel change you deserve better service.

Eric
 
Jann just doesn't get it. Assuming everything you said it correct (and Jann could easily verify if you have send the knife in multiple times), Jann hiding behind their policy is just stupid. Bad customer service and the negative publicity that it generates cost Boker a lot more than they would be out by sending you a new knife.

Just as disturbing is the poor work that they did in repairing the knife. I was really looking hard at buying a Boker in the near future. Now... I think I will be looking elsewhere.
 
In my experience, Boker USA has the best customer service in the industry. I've had to use it twice, and both times I was knocked over by how helpful they were. I was extremely satisfied.

I think you were unfortunate in that your issue occurred during a time of transition with their support department. The way I read the email thread, they are still willing to work with you on a replacement, although I do agree there is really no reason things should have gone this far.

It's unfortunate to hear about Terry. He was always a pleasure to deal with - a consummate professional.
 
I've had several GREAT warranty & customer service experiences with Boker USA via Terry for the past 18 months or so.

Boker Monaro and Pipsqueak were replaced outright even though the issues were probably repairable. Replacements good to go. Terry would immediately respond with status checks. When I ordered a Pry Mini Anniversary Edition it came with a nice leather sheath with inner kydex but the picture on the Boker website had a more appropriate standalone kydex sheath. Terry tracked one down and it was sent free of charge from Germany.
 
I've had several GREAT warranty & customer service experiences with Boker USA via Terry in the past 18 months or so.

Boker Monaro and Pipsqueak were replaced outright even though the issues were probably repairable. Replacements good to go. Terry would immediately respond with status checks. When I ordered a Pry Mini Anniversary Edition it came with a nice leather sheath with inner kydex but the picture on the Boker website had a more appropriate standalone kydex sheath. Terry tracked one down and it was sent free of charge from Germany.
 
it was a miscommunication with their transition. Boker should atleast pay for shipping both ways.
 
It sounds like Terry had been at that job long enough to feel comfortable taking measures and making calls that may not have strictly adhered to the company policy, in an appropriate and beneficial manner to both customers and company. It is not too surprising that Jann, new to the position, is not yet comfortable doing things not strictly to the company policy.

Obviously, this does not absolve Boker's repair technicians who did a poor repair job and who failed to follow the instructions to replace the knife, or Boker as a whole (since they are ultimately responsible for all their departments and employees).
 
Damn. If I had that job, I'd sent a new knife and paid for it myself. No co. reimbursement for me? I'd have to think on it.
 
Please look at the OP's, Doc Trout, first and only other post, before forming any opinions.
 
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The guy doesn't seem all bad - and if you go to his website and click Boker he gives a positive review and even some pretty cool history. (Not sure if it's the broken Boker or a different knife and I lack the inclination to go back and find out.)

His site is "Best pocket knife review"

Eric
 
You should have sent it in. End of story. Its unfortunate that the knife broke and you sent it back twice, but a new employee has asked you send it in to make it right. Send it in.... mistakes happen.
 
Doc Trout said:
Furthermore, if I do decide to send it back to Boker again, I will then have paid the shipping on the knife FOUR TIMES; the first when purchased from the vendor, the
second time when I sent it back to Boker for repair, the third time when I sent it back for exchange the first time, and the fourth if I decide to send it back again. Consequently, I now have nearly as much in shipping the knife as its original cost and if I do send it back again, I will have reached the point where I could have purchased two knives for what I have in one defective knife. Thus, why should I trust Boker to make this right instead of purchasing another Case
stockman to replace the Boker stockman when they have already failed twice?




Bill Bernhardt
Outdoor Professional
Click to expand...

If shipping for 4 times, around 25 bucks for small flat rate priority box could have purchased 2 replacement knives maybe it wasn't worth sending in at all.
 
I could say that "shit happens" but is not fair that Böker don´t assume it´s responsibility. If I were the Service Manager like Jann... or the other guy Terry, I immediately send another folder to the customer (Bill). What is the problem? As a manager (or whatever) I rather prefer to have happy customers. I don´t understand people like Böker´s who are strictly in policies, are they zombies?
By the way, I have a little problem with a hunter mokume Böker... I think is not a good idea to send it for repair.
 
At this point I have to agree 100% that Boker has failed this customer (Doc Trout). Whatever happened; Boker knows what went wrong with this customer. And how he slipped "through the cracks" of Terry leaving and this so-called "Jan" taking over. It looks like "Marketing" has taken over and doesn't give a hoot. This is horrible customer service.

The Boker fans on BladeForums are pretty thin as it is; and this is really alienating people like me...(I am a HUGE Boker fan.)

~

I was going to purchase the Boker Nessmi as my next knife. Now I have decided not to.

I love my Bokers; Including the two that I asked for and got this Christmas. I have more Boker than any other maker in my collection and I am very proud of them and their craftsmanship. I cannot, however, continue to support a company that seems not to care about its customers.

(Well, at least its customers in the USA)

Sincerely and with sorrow,

Eric
 
I will buy a couple of extra Bokers to make up the difference. And I am not a professional outdoor writer, nor do I associate with any.
 
No activity from the op since the day of his original post here. Nothing to see here.
 
Two posts from the OP, and no updates? I am not saying that Boker handled this the best way they could have, but mistakes happen. I am very pleased with the Boker knives I have, both of which are congress knives. Making demands and threats is NOT the way to get ahead in this world, Doc Trout needs to learn that life lesson IMO. I like the "outdoor professional" signature below his name as he gets more demanding in his emails......
 
Guy is a troll, probably scamming for a free knife. Posts his rant and never returns. Plus, WTF is an "outdoor professional"?
 
Just my two cents, but I have about six Brokers. All really good blades. Folders and fixed. Happy with them. Good company in my figuring.
 
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