Case Repair Frustration

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Blade_Crazy

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I recently sent of a knife my father bought me to be repaired (there was a crack in the that i was worried about). As per request I enclosed a letter stating i did not want it replaced. Yet they not only replaced it but they sent a knife that had quite a few issues including (but not limited too) and extremely hard pull, absolutely no snap on closing, in fact it needs to be pushed down to fully close, even when "fully" closed the tips of both blades are exposed, the scales on both sides are slightly larger that the knife (they over lap)...... I am just generally dissatisfied.

However I have placed a call to case (a polite call) and they should be calling back today. Sorry for whining but I needed a vent.

Thanks for listening
-Andrew
 
Andrew, I'm sorry to hear about your bad experience.
Case is usually right on top of their repair dept., they have always exceeded my expectations and done a great job for me.

As far as ignoring your request, well thats just weird. If you wanted the knife back they usually would just send it back, along with a replacement maybe.
The resent Case knives I have seen have been a bit lacking in walk and talk. The over Fit and Finish is leaving a lot to be desired as well. Hopefully Case will get this made right and get their customer happy again.

Good luck
 
Since this thread is about a customer service experience, it is being moved to the Feedback forum.
 
Hopefully your call leads to getting the problem taken care of to your satisfaction. It is odd that they sent a replacement when you didn't want one. Leaving that aside for a moment I find it rather inexplicable when any company sends out a replacement knife that has obvious problems of its own.
 
Try to get hold of someone specific by phone.Perhaps you could get your original knife back.Odd they would send you such a sorry replacement.You'd think they would look it over well.Case wont survive with shoddy customer service.
 
When I bought my first ever Case knives I had multiple issues with all 4 that I bought. They never replied to any of the 2 emails I sent and as such I will not purchase a new Case knife again. Not returning the emails when they have that option available is unacceptable to me and they lost a customer as a result. Unfortunately their quality seems very hit or miss and that is regrettable from a company with such a long history and good name.

Good luck getting your knife back.
 
That is to bad they replaced your knife, and sent you one that has issues. Hopefully they will respond quickly, and get the matter taken care of.

I haven't used their CS for a few years now, but back when Shirley was working there, things got done, and she made sure of it. Sadly she retired.
 
jujigatame said:
Hopefully your call leads to getting the problem taken care of to your satisfaction. It is odd that they sent a replacement when you didn't want one. Leaving that aside for a moment I find it rather inexplicable when any company sends out a replacement knife that has obvious problems of its own.
Click to expand...

As a company owner myself, I don't have any idea why a company would be that stupid. The list of ramifications, such as letting others know about this event on an international forum that will lead to hesitant or non-buyers, are just about endless.

And with the onslaught of extremely well made, less expensive knives, it is just about suicide.

As a customer, once bitten, twice shy.

I bought a traditional from AG Russel, and when I called in to ask if thought the blade play in the knife I had was acceptable, the sent out a new knife that day, and it was in my hands in three days from the phone call with a return shipping label included.

Granted, they had nothing to repair, but the gist of this thread is customer service. AGR cracked that code a long time ago and is at least a good part of why he is so respected as a vendor.

I hope CASE gets the gift knife back to you. One from Dad is too valuable to lose.

Robert
 
Sorry to hear someone there made a mistake. Make a call about the one they sent, and also ask them if they can find the one you sent in.

Sounds like whoever was doing the repair didn't see your request, and just went with there usual way of sending out a new knife if the one you sent can not be repaired. They should have checked out the one they sent you, but it sounds like they just grabbed one in the box and mailed it.

I've sent a knife in twice in the past few years, and they did a really great job.

Give them a call, and good luck.
 
I'm sorry you have an issue with Case. I had to use their warranty once, when the shield of a medium stockman fell out. They replied within the day and shipped me out a new shield free of charge.
 
Have you heard anything from Case ? If you have, please keep the thread updated.

The reason I ask you to keep everyone updated is because, as you know, Case is one of the few remaining Traditional knife companies we have left.
They have been a part of American culture for years. If their customer service has dropped to the point where they aren't taking care of business, thats not a good sign, because their service use to be top notch. On the other hand, if they took care of the situation for you, and it was just an honest mistake, it would be good to hear about that too.
 
Sorry for not updating, I have the knife from my dad back with no issues they made good on it. I'm not sure what happened as far as the mix up, but they took care of everything after a call back.
 
Here it is in all its glory. The scales are new and a darker color and the blade has been polished (the old patina totally gone) but I'll enjoy putting it back on.

2012-05-22_10-11-47_345.jpg


2012-05-22_10-13-42_898.jpg



not the greatest pics but I'm at work
 
Blade_Crazy said:
Sorry for not updating, I have the knife from my dad back with no issues they made good on it. I'm not sure what happened as far as the mix up, but they took care of everything after a call back.
Click to expand...

Thanks for letting us know. I though a call would help, and I'm sure glad that they have you fixed up.
Case has a great reputation for taking good care of their customers.

The knife looks great! I really like the Chestnut bone scales.
 
Blade_Crazy said:
Here it is in all its glory. The scales are new and a darker color and the blade has been polished (the old patina totally gone) but I'll enjoy putting it back on.

2012-05-22_10-11-47_345.jpg


2012-05-22_10-13-42_898.jpg



not the greatest pics but I'm at work
Click to expand...

Thats great news. The knife looks great. Enjoy
 
Well, I for one was kinda holding my breath there, rooting for CASE to come though. I am really glad they did for all parties concerned.
i don't want to see another knife company go away, and there is a lot of tradition and fond memories for many of us in the concerning the CASE brand. Thanks for the update.

Robert
 
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