Cold Steel replaced my knife..Im Happy

uxo2

uxo2

Gold Member
Joined
Oct 3, 2013
Messages
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I sent in a well loved Ti-Lite 4 that was in need a factory look over with a letter explaining my concerns.

1-It seems that the lock bar has become worn that it has traveled all the way across
and the detent ball actually touches the the liner...Vertical blade play.
2-Missing a clip screw.
3- It is in need of proper sharpening.
So I included 5 bucks in the event the could fix the lock and it would be sporting a factory sharp edge.

Well.... It arrived today...6 day turn around time... Woo Hoo.

I open it up and I see this.


Detent still touching other liner

8o6p1v0.jpg


Missing clip screw not replaced

rUNLUBx.jpg



Its pointy...Edge is so toothy.. It rips hairs out instead of cutting.

4z30TD0.jpg



No letter saying they looked at my concerns with it...
Seriously Disillusioned with them right now....
 
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For $5 they should make your knife like brand new ? But, yeah , they could have put in a screw and done a better sharpening .
 
Here let me demonstrate what many people, if not entire governments (our's in particular) are up against right now :
Be sure your eyes are in fact open
Hold one of your hands open and flat, fingers together, orient your hand with fingers horizontal thumb edge upper most
Place hand as close to eyes as possible but not touching.
Now go about your tasks.

There don't you feel sorry for them now ?

Me neither.
 
Intersting responses.

I was trying to get a feel if this was normal for Cold Steel customer service.
And it looks like I was wrong to expect the same CS that I have received from other manufactures.

Oh well.

yes they took the 5 bucks.
 
Yeah that's not a good warranty experience. I've used their warranty a couple times and had positive experiences.
Too bad they didn't respond to your letter. Seems like they didn't read it because replacing a clip screw should not be a problem. As far as the liner, from what I've heard this is normal for the the Ti-Lite because the tang is rough cut and quickly wears the liner. Apparently this always happens over time. At least that's what other people say and it's one reason I've never bought one.
 
Sane experience with a TiLite, I said I could pay over the phone with a credit card for any extra work besides the sharpening to tighten up the lock, CS cleaned it up and sharpened it and the turn around was super quick but....... I am thinking that maybe they do not have the in-house expertise to do any work besides sharpening. I know most companies send them back to Original Manufacturer to be fixed or just send another replacement if newer. The older Japanese ones would be problematic since Taiwan took over.
 
This really sucks. I LOVE cold steel knives and have owned a pile of them but have never used the warranty. I would expect better service than this. I have read a pile of poor warranty reports about them but this report may be straw that broke the camels back.
 
I'm sure some of the Pros on Blade Forums can fix 'er up. Cost a bit.
I have three Ti Lites (all modded for EDC not SD) . . . I love these things.
I don't flip for fun only for when I use the knife and all my locks are fine but not heavily used.

My one experience with CS over the phone was highly frustrating and I wasn't asking of any favors I just wanted to buy pocket clips for what ever they wanted to charge me.

I got repeatedly lied to and put off for months. They finally made it good. Like pulling teeth.
I like the knives, I love the heat treat on all my CS knives.

I've learned to do most all my own work from engine rebuilding, to sewing repair to knife modding.
I'm much happier this way. YMMV
 
The Ti-Lite I sent in at the beginning of the year got a lot more service than you did, I suspect that whoever did the warranty "work" on yours either was having a bad day or was asleep at the wheel. I have read that CS warranty work and customer service can be hit or miss, and this was definitely a miss. In your shoes, I think I would mail it back in wrapped in a cover letter explaining what you want, that this is the second time it has been sent in, and ask them to contact you if there will be any additional fee for service. You will be out the cost of more shipping, but if you get second time lucky it will still be cheaper than starting over with a new one.
 
BitingSarcasm said:
I think I would mail it back in wrapped in a cover letter explaining what you want, that this is the second time it has been sent in, and ask them to contact you if there will be any additional fee for service. You will be out the cost of more shipping, but if you get second time lucky it will still be cheaper than starting over with a new one.
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The letter I had sent with it was wrapped around the knife..
I know they saw what were my issues with it because in the lower right corner was a $5.00 bill neatly folded and taped to the letter
which had my return address and contact info.
They selectively read the letter because the money is gone, edge was sharpened and sent back to me...
They just blew it off...Had a bad day...Asleep at the wheel.

As it stands.. I am not going to take a gamble on sending it in for a second try.
But what I did do.
I wrote a carefully worded email addressing my disappointment and a link to this thread.


What I am expecting from them... Nothing because I am sure the e-mail will never be read or deleted.
 
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Cold Steel responded to my email this morning.

Good aftenoon,

I am sorry to hear this happened to you I pulled your repair order and do show that you included what you originally had wrote and investigating why this wasn't repaired in full. Regardless I would like to get this knife back so we can address the issues, please send your address so I can send you out a prepaid label.

Thank you for your time

I will post any updates here
 
uxo2 said:
Cold Steel responded to my email this morning.

Good aftenoon,

I am sorry to hear this happened to you I pulled your repair order and do show that you included what you originally had wrote and investigating why this wasn't repaired in full. Regardless I would like to get this knife back so we can address the issues, please send your address so I can send you out a prepaid label.

Thank you for your time

I will post any updates here
Click to expand...
I'd sure give them another chance !
 
I remember some not too old threads that said CS customer service is really bad.

I'm not buying a CS. Tho I do kinda want an American lawman. A 4max would be cool too, but too expensive.
 
I love Cold Steel precisely because I've never NEEDED any customer service , even after using and abusing many of their products for well over 30yrs .

I have had several Triad locks that needed a lot of working in to become acceptable . So their QC could be better for sure .
 
i too had an experience like this. i sent them my code 4 tanto because the lock spring gave out ( super odd ) so i sent the blade wrapped in a letter with specific instructions on what to fix, and to NOT sharpen the blade, it had a perfect mirror polish on it which took me hours to put on . so i get it back , and the spring was repaired, but it was now dirty, had a few scratches in it like it was dropped on cement. and they totally removed the mirror edge which was hair splitting sharp, and put on their own edge with a bench grinder, huge burr. so the blade was not shorter and thinner .after a back and forth with emails, they did tell me that they forgot to read my letter and they would send me a brand new knife if i sent that one back . so i did and have a brand new code 4 . but thir customer service is really unable to sharpen .... or read. if a spring ever goes again i may just replace it myself with a small hacksaw blade .
 
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