Customer Service Questions

TheBadGuy

TheBadGuy

Joined
Jul 24, 2002
Messages
5,868
Greetings all,

I have a question for you seasoned Emerson fans. How is Emersons customer service and warrenty repair department?? Without going into detail I e-mailed them tonight and explained my problem and offered to ship it off Priority Mail tomorrow. So my question is should I expect an return e-mail tomorrow, next week, next month?? Also shoudl I expect the knife to be repaired and returned next week, next month, next year??? Thanks
 
I sent my Mini Commander off on a Monday from NC to have the liner lock looked at and repaired for unsafe play. They received it on Thursday, and had it back in the mail by Friday. Unfortunately, they used UPS and not USPS to get it back, so it took a whole week to get it back. When it returned, I could only tell it was my original knife because of BT coating wear, and the fact that I had sharpened the edge. Everything else is mint. New liner, new screws incl pivot screw, new clip. I can't tell if the spacer is new or not, but I was impressed that they fixed it so quick, and replaced the screws and clip with new ones. Just send your knife in with a note as to what is wrong, and they will take care of it. Don't wait on e-mail, that might take a day or two. Be sure to send it to the Shipping address on the warranty sheet, not the mailing address. Also, don't say Knives on the label, just Emerson, Inc.

Mike
 
You mean that your knife didn't have any coating wear when you sent it and when you got it back it did?? :rolleyes:
 
BG - I think what Mike is saying, is that EKI did such an excellent job repairing the liner lock on his knife, is that the worn BT (and the blade edge) were indicators to him that this WAS his knife. Everything he had asked to be done was actually replaced with brand new fittings. While I've never had occasion to send one of my many Emersons to the shop, my emails to them have been promptly and politely answered. Same when communicating by phone with Peggy or Derek....

EDIT >>> BG, How did you manage to score that custom member status title?? Cool. :cool:
 
Like Kwaiken said, I sent my knife in with the usual scratched black clip, screws, etc. I only expected the liner to be replaced. Well, when I got it back, I thought for a second they had shipped me a new knife (it came wrapped like a new one). They replaced all the screws and even the worn clip with brand new ones. The only way I could tell it wasn't a brand new knife was because it had my original blade on it (which already had some BT wear, and the edge I sharpened).

Mike
 
Thanks for the clarifcation. I was worried that you were saying they sratched it up. :)


Kwaiken56 in regards to custom sigantures, I think a $500+ order to 1SKS and Spark with hook you up:D ;)
 
Originally posted by TheBadGuy
Kwaiken56 in regards to custom sigantures, I think a $500+ order to 1SKS and Spark with hook you up:D ;)
Click to expand...
Lol....Ummmm, yeah...I would say that would just about work! :D
 
Thanks BG. I don't know what the hell I'd ask for, but I might give it a shot. I've been around a little while. Think Spark would go for XXXXXX XXXXX ? I don't do that anymore, but it WOULD be kind of funny, at least with my skewed sense of humor!:D

Edited to removed self-incriminating statements. :rolleyes:
 
Emerson customer service is top notch.
I have sent 2 knives in, each time I have had the knife back in about 1 day turnaround in the shop. That is outstanding!!!

Their e-mail communications is however non existant. They are so busy making knives they dont respond to e-mails at a regular rate. However picking up the phone and calling them will get you anything you need.

Just ship the knife back to the address inside the box, and youll get it back fast, and fixed.
 
Kyle pretty much hit it on the head about the email situation here. The best way to get ahold of us is to call us. The number here is (310)-212-7455.

We do not ship back US Mail because they don't offer a pick up service for the large quantities of packages that we send. Having someone go to the P.O. and wait in the inevitable line with a big cart is not a realistic option either. Other than the speed of ground shipments, I have found UPS to be much more reliable than the mail anyway.

Give us a call here and we can get your knife squared away.
 
I started working for UPS back in '76.
Since then I've seen their business start to cater more to large business re picking up and sending out large quatities of goods.

Once the goods are loaded in the brown trucks though during the holidays, things start to slow down - unless you paid for their higher speed deliveries.

If you are going to use UPS this time of year, DO NOT go with their regular Ground Service. The combination of sheer volume, and inexperienced part-time drivers unaware of delivery method "tricks" can slow things to a snail's pace.
 
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