Hi,
That info doesn't seem to be correct.
If it's a warranty claim, please ship the knife to us with a detailed explanatory note (give as much info as you possibly can).
If the knife falls under warranty, we will replace it and return it free of charge.
If there's any problem, just ask the OP to send me a PM and I'll do my best to help out
I am not a member of the customer services team, but I work here at HQ, so if I can help I will
Now that's more like it. Good job! I haven't heard much about Cold Steel warranty service, probably because they don't have much need for it. But when that occasional "miss" gets out there, it's good to know they stand behind their product.
I am ordering my new Recon 1 tonight as planned, and it is really nice to think that someone actually watches their own manufacturer's forum here (largest knife site in the world... it would seem to make sense but others hardly ever check!) and that they care enough about their company/product to extend their services on the company's behalf.
With this kind of response from CS, I feel it will all work out fine. I always thought that Kershaw built great knives, but they built
their company on customer service and by backing their products 100%, with rarely any questions asked. When they had their forum here the first time, I actually spoke to Thomas (their factor rep) and viewing their amount of sales, he felt like it was only good sense to give someone a new knife (not for abusing theirs) and give them the benefit of the doubt. He understood, no matter how unfair it might be, that the internet is the biggest soap box around, and unhappy folks always feel like they need to be heard. So if he sold 10,000 or more of a model and gave one or two away, it wasn't that big of a deal. He was able to bask in the glow of a good reputation and all the "confidence in buying" posts that followed every time they did.
And while their forum is long gone, their reputation for customer service still lives on. They still send out screws, pocket clips, and torsion bars postage paid by simply calling the factory. I hope customer service turns out that way for CS. I only have the American Lawman now, the Recon 1 has proven too much to resist (it's that incredible lockup), and I have no doubt as innovative as CS is, I will have more.
Robert
