Case Customer Service

A

augustus88

Joined
Oct 13, 2006
Messages
781
I couldn't find the recent post on Case Customer Service so here's the repair experience on my Doctor's Knife.

I purchased the knife new back in November, 2007 and immediately noticed the blade wobble, very weak spring and pivot pin showing on both bolsters. I really liked the beautiful antique jigged bone scales. Instead of returning it, I kept the knife knowing that It would eventually go back to Case for repair.

2/21/2008 - Contacted Case customer service via e-mail and received a reply the next morning.

2/22/2008 - Shipped the knife to Case via US Postal Service priority mail.

2/29/2008 - Received a confirmation postcard from Case letting me know that the knife was received and turnover time would be 6-7 weeks.


3/6/2008 - Received knife via UPS. The repair is perfect! The new spring has great snap and the new blade is shaving sharp. The bolsters are perfectly polished with no pivot showing.

13 days including shipping time for them to do an excellent job in standing behind their product. I couldn't be more pleased!:D

Here's a picture after the repair.

doc.jpg
 
That's good to hear.

Too bad they let it slip through the cracks to begin with but it's heartening that they made things right in an expedient manner.
 
good to hear that a solid company like case is standing behind their product.

every company has some slipups, its happens. its the companies willing to take care of it with no hassle that earn my respect.
 
Haven't had such a result (yet) with my Schatt&Morgan Premier that has wobble on both blades and gaps you can see through....still waiting, no confirmation either...

Waiting too for a Bark River repair of faults, I'll post about how these two turn out.

12 CASE knives and no problems with any of them!
 
Wow, that was fast service. Good to hear that about Case.:thumbup:
 
I have never sent a knife in to get service, but I have 2 that need to go in due to very weak springs. Glad to hear they took care of you quickly.
 
I had an old worn out Case two-blade 5" Folding Hunter, and I pretty much ruined the blades on a belt sander. One of those dumb mistakes I wished I could go back and fix.

Well, I contacted Case, sent it in, and my story pretty much follows the same lines as Augustus88; I had it back within 1-1/2 weeks, brand new blades, polished so well it looked new, and it's now my favorite knife. The repair only cost $26., well worth having an "old friend" back in working order.

I buy a new Case knife every three months or so, just to support Case. No one else out there has the customer service level that they do, IMO.

thx - cpr
 
Been watching this thread and wondering where I went wrong I have picked up 8or 9 new Cases since Jan. all except 1 are fine quality Knives. The problem is of minimal consequence but here is my B....h sent an e-mail to cust. service on 2/6/08 no reply so went back and edited on 2/26/08 still no reply. I understand that mass production an humans make mistakes but... 2 chances to answer ?'s and no response well DANGIT...
 
6.0stroker said:
Been watching this thread and wondering where I went wrong I have picked up 8or 9 new Cases since Jan. all except 1 are fine quality Knives. The problem is of minimal consequence but here is my B....h sent an e-mail to cust. service on 2/6/08 no reply so went back and edited on 2/26/08 still no reply. I understand that mass production an humans make mistakes but... 2 chances to answer ?'s and no response well DANGIT...
Click to expand...
Perhaps their e-mail server is blocking your e-mails. My server at work blocks all messages from several providers like AOL due to severe spamming and virus riddled attachments, etc. Try contacting them from a different e-mail account. If that doesn't work then you can always just send the knife in for repair. My e-mail to Case ultimately had zero impact on the repair. Their e-mail reply just said to send the knife in for evaluation.
 
I met Ed Jessup on the Legacy Tour last year. He's the VP of sales. Great guy. In fact they were all great to talk to. The whole co. has some great qualities about them. I hope your knife prob gets resolved 6.0stroker. I know a few people who just sent their knives in with a formal typed letter. That seemed to work well.
 
You must log in or register to reply here.
Back
Top