Destroyed a ColdSteel Longhunter-Part Deux

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DocGP

Joined
Feb 22, 2009
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I posted about a month ago that I had destroyed a ColdSteel Longhunter by batoning through something I shouldn't have.

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I was advised here to send the knife in to CS to see what customer service would do......well I wrote them a note describing what had happened, and that I would gladly purchase another, but was requested to send it in. 3 weeks later, a new knife showed up in the mail!!

Kudo's for CS at Cold Steel.

I will be purchasing a couple more Cold Steel products :thumbup::thumbup:

Doc
 
This is demonstrating two major truisms of customer service. One, it costs a whole lot less to KEEP an existing customer than to get a new one. Two, if someone has a bad experience and you make it right and satisfy them, they are more inclined to talk up your business than if they never had a problem to begin with. Combined with a third rule (for every customer that says they are dissatisfied with you there are many that have the same problem but won't bother telling you, instead just taking their business elsewhere) and you have the reason why a business should be GLAD to hear from a dissatisfied customer.

Glad this worked out for you.
 
I've heard good things by about their customer service. I'm not a huge fan of their advertising but it's good to see them stand behind their products.
 
CS sent me a (free) new clip & screws for my Voyager after the original broke from 5+ years of carrying.... I took advantage of the situation, and drilled & tapped new holes to re-mount the clip as far as possible to the end of the handle scale....now, less than a half-inch of knife shows in my pocket....it just about becomes invisible in black pants.
 
That's excellent CS. I guess I'm gonna start eye-ing some of their products.

Great products + great CS = ideal

Bad products + great CS = acceptable asl long as their prices are reasonable

Great products + bad CS = kaput

:)
 
beluga said:
That's excellent CS. I guess I'm gonna start eye-ing some of their products.

Great products + great CS = ideal

Bad products + great CS = acceptable asl long as their prices are reasonable

Great products + bad CS = kaput

:)
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bad product+bad customer service=?
 
The fact is, Cold Steel manufactures quite a few very decent knives at acceptable prices (as well as a few knives that are overpriced and a few knives that are wanting, in terms of design). The people who forget that in their haste to strangle themselves with their own underwear in outrage over Cold Steel's marketing or the fact that Lynn Thompson is short and fat (news flash!) are doing everyone, including themselves and the company, a huge disservice.
 
What's Lynn thompson's body shape have got to do with it ?

Or is it just the general opinion that short and fat guys can't make decent knives ?

:D
 
beluga said:
What's Lynn thompson's body shape have got to do with it ?

Or is it just the general opinion that short and fat guys can't make decent knives ?

:D
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Kind of negates the entire previous post?

I am satisfied with all of the many Cold Steel products I own.

I think personal commentary about Lynn Thompson's appearence is unnecessary and subjective. Much of Lynn Thompson's proof DVD content doesn't apply to my use but some does or may apply, its useful to watch to some degree for me.
 
MassMatt said:
This is demonstrating two major truisms of customer service. One, it costs a whole lot less to KEEP an existing customer than to get a new one. Two, if someone has a bad experience and you make it right and satisfy them, they are more inclined to talk up your business than if they never had a problem to begin with. Combined with a third rule (for every customer that says they are dissatisfied with you there are many that have the same problem but won't bother telling you, instead just taking their business elsewhere) and you have the reason why a business should be GLAD to hear from a dissatisfied customer.

Glad this worked out for you.
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This is very true, exceed a customer's expectations, turn a bad experience to a good experience, and they will tell everyone they know how pleased they are with your company, don't solve their problem, or even worse, actually annoy, or piss them off, they'll still tell everyone they know about their experience, but it won't be good

ask me about my feelings about Ford and Chrysler sometime, go on, I dare you.... ;)
I promise you, I won't be buying any more of their vehicles, and I won't shed a single tear if they go out of business (which Chrysler looks to be doing now anyway....) and I will actively discourage freinds/family/co-workers from buying their products
 
MacTech said:
This is very true, exceed a customer's expectations, turn a bad experience to a good experience, and they will tell everyone they know how pleased they are with your company, don't solve their problem, or even worse, actually annoy, or piss them off, they'll still tell everyone they know about their experience, but it won't be good

ask me about my feelings about Ford and Chrysler sometime, go on, I dare you.... ;)
I promise you, I won't be buying any more of their vehicles, and I won't shed a single tear if they go out of business (which Chrysler looks to be doing now anyway....) and I will actively discourage freinds/family/co-workers from buying their products
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I agree.

A happy customer is priceless. . .
 
Sharp Phil said:
The fact is, Cold Steel manufactures quite a few very decent knives at acceptable prices (as well as a few knives that are overpriced and a few knives that are wanting, in terms of design). The people who forget that in their haste to strangle themselves with their own underwear in outrage over Cold Steel's marketing or the fact that Lynn Thompson is short and fat (news flash!) are doing everyone, including themselves and the company, a huge disservice.
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IMO. The people who look the other way at marketing practices that are a huge disservice to the knife community should consider that aspect also. It is important to a lot of people and I am glad it is.
 
That's just it; I don't believe their marketing is a disservice to anyone. I believe there is a place for Cold Steels' in-your-face, bombastic approach. I'm tired of futile attempts to appease hoplophobes by pretending that a knife can never be used nor viewed as a weapon as if this is somehow illegitimate. I don't think anything is accomplished by pretending in that manner because it never stops the knife-and-gun-ban crowd from fearing what they fear.

To put it another way, I don't believe you can put out a forest fire by pretending it isn't burning, and I don't believe you can make it worse by throwing another can of gas at it when it's already raging.
 
I had an interesting conversation with Jay, from Warriors and Wonders up here in B.C

http://www.warriorsandwonders.com/

He's been in business quite some time and he was saying of all the companies he has dealt with over the years Cold Steel, and Spyderco have been the best in terms of customer service. He says Cold steel has never screwed him and have honoured every and all requests he has ever asked them too.
Just thought I would throw that in.

cheers,
Sean
 
Sharp Phil said:
That's just it; I don't believe their marketing is a disservice to anyone. I believe there is a place for Cold Steels' in-your-face, bombastic approach. I'm tired of futile attempts to appease hoplophobes by pretending that a knife can never be used nor viewed as a weapon as if this is somehow illegitimate. I don't think anything is accomplished by pretending in that manner because it never stops the knife-and-gun-ban crowd from fearing what they fear.

To put it another way, I don't believe you can put out a forest fire by pretending it isn't burning, and I don't believe you can make it worse by throwing another can of gas at it when it's already raging.
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I agree.

We all need to accept a thing for what it is rather than forcing our own personal fear and opinons on everyone else. We need to respect each other's right to use a gun or a knife if they wish without prejudice and condeming them with outrageous possibilties of misuse.
 
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Like it or not, the marketing style does come out in legal cases when there is an attempt to classify a knife as a lethal weapon in court. Like it or not that marketing style will be used against us one day when or if there is an attempt to ban edged weapons or tools by the people who blame objects (whatever you want to call knives).


Like it or not I find the marketing style disgusting and always will. History serves as a solid example of my point rather than rhetoric.

BTW. Since when can you add gas to a fire without making the fire more powerful and potentially more dangerous than it already is? I would be interested in seeing that. I know that if my house was on fire, I would rather use water on it than gasoline, but I guess we all are entitled to our opinions.
 
It's a question of scale. Throwing a gas can into a mile-wide forest fire that's already raging won't make any appreciable difference.

I don't fault anyone if they don't like the company's marketing; certainly there are other company's whose advertising annoyed me. I made my purchases accordingly and voted with my wallet. I simply don't share the concern about Cold Steel's approach -- or the belief that anything we do to try to hide or otherwise soft-pedal certain aspects of knives in the hopes of appeasing hoplophobes can actually accomplish that goal.
 
I still would rather throw water. Makes more sense to me than helping the fire, but to each their own.
 
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