Disappointed in Cold Steel San Mai SRK and Service / Review After Limited Use

Cold Steel Knives said:
I clarified with customer services. Yes, they offered to collect the knife and check it out...
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I will likely have it collected once again now that I have doubts about the actual steel (I had considered the knife a workable tool, and wasn't prepared to send it off for a month just to have the burr put back on). I thought I would be sending it out for more sharpening (something me or another professional would take far more care at, and something CS performed poorly at the first time around), but now I am more in the belief that there is an irrepairable problem.

I am not of the belief that long drawn out customer service interactions deserve the same status as a product that works as advertised out of the box. Customers do not owe companies every opportunity; should I ship my knife around for the next 5 years as long as they offer to collect it?? Nevertheless I gave credit where it was due, and have stated that my post wasn't meant to complain, but to get a better understanding of others' experience and to share my own. The SRK performing poorly initially and then CS doing a poor job reconditioning the blade aren't complaints - they are just facts. I didn't expect you to have to confirm that they offered to collect the knife (I said they did, and commended you for it), but instead hoped someone would look into the practices of the repair department. How will the guy at the sharpening wheel know that my knife is likely flawed (I expressed concerns over the HT in my initial e-mail, why not check the blade the first time)? Will CS be looking over his shoulder to make sure I'm not sending it back a 4th time? Would CS send an improperly heat treated blade back with a new edge, even though the life of the blade is shortened from all the grinding? I don't consider offering to check a product the same as offering to address a problem, or actually fixxing a problem. I feel like there are some deficiencies at CS (forget turnaround or the poor grind, shouldn't the blade have checked initially and everything have been documented?)

Nevertheless, I will arrange collection again, and we can further dissect this one in a few weeks.

I also want to apologize to CNCpro, I don't agree with doubting someone just because they are new, but there is no doubt I could have expressed that disagreement better. I look forward to the resolution too, and hope it's a triumph for CS customer service and can be used as a positive testimonial to the lengths they will go to address a problem.

A. Justice
 
Tiny mark like that in the edge, just sharpen it. You are going to have to sharpen it at some point.


I did one like that with my old Trailmaster in sanmai, but it was when it made accidental contact with concrete in a pretty solid chop. It took me a while to sharpen out, but no biggie.

I for sure would not waste my effort or time or money sending it back.


From the description I was expecting a huge chip/failure.


I had a Black Rhino that had a bad lock spring design. I sent it back, and they sent me anther with the same defect. Then I figured out they were all like that, which was why they were sold on close out. I was a bit miffed, but that is my only return experience out of decades with their products.
 
Justice, you seem to be a reasonable person to me.

Just want to put that first.

In the future, irregardless of the knife or circumstances, I recommend visiting the Maintenance/Tinkering forum for advice on chip repairs. I consider myself to be a hobby level sharpener and there are a number of extremely knowledge and helpful individuals that can teach you more than you ever wanted to know about steel, sharpening and maintenance.

As for a chip such as the one on your knife, pretending it were other circumstances, I'd recommend something other than Arkansas stones. Don't get me wrong, I love my translucent, but for anything other than simple carbon steels I prefer diamond plates, especially for repair work. When it's time to fix a chip such as yours I recommend cutting directly into the stone until the chip is gone. After that you can resume your regular sharpening routine. In the end you'll save steel, time and much elbow grease.

Good luck and stick around. There is plenty of room for people like yourself, and it's always nice to see a fellow writer. :)
 
Bigfattyt said:
Tiny mark like that in the edge, just sharpen it. You are going to have to sharpen it at some point.


I did one like that with my old Trailmaster in sanmai, but it was when it made accidental contact with concrete in a pretty solid chop. It took me a while to sharpen out, but no biggie.

I for sure would not waste my effort or time or money sending it back.


From the description I was expecting a huge chip/failure.


I had a Black Rhino that had a bad lock spring design. I sent it back, and they sent me anther with the same defect. Then I figured out they were all like that, which was why they were sold on close out. I was a bit miffed, but that is my only return experience out of decades with their products.
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Well, like I told CS initially, the picture didn't convey the level of damage. It was a huge failure based on my understanding about how knives are supposed to perform (and in hand you wouldn't have considered it a small mark. It was a big chip, and it shouldn't have chipped under normal circumstances and use.) There is only a small edge there, and that's why it looks small I guess. Assuming the knife is perfectly made and the chip is resultant from too thin of a grind initially, I could have used the knife even with the chip. It wasn't a catastrophic failure, but if the knife is a dud due to bad steel or something, I would like to experience using/owning one that is up to standards. I'm with you on not wanting to waste time/money/effort in sending it back, but my experience (although extremely limited) is not in line with how the knife usually performs, so there is a chance that the problem is deeper than just a chip on the blade.


You can read my initial contact, I reported it to CS and they were the ones that recommended I send it back in. I also contacted the seller, and he said he would have sent it back - along with several other people, all of them with more experience dealing with knife manufacturers than me. I'm glad I did too - if there is a catastrophic problem with the steel or temper, it's still clear I didn't abuse the blade and it was caught at a stage while I could still have something done about it. I am glad that CS isn't just like "Well, it's a 150$ lesson".

Strigamort, thanks for the welcome. I actually am aware of the limitation my poor Arkansas stones have with both the metal and the job, and was just wanting to explain that I haven't attempted a proper fix to the chip or to straighten the blade out since I got it back (just attempted a clean up using soft stones, and that I didn't screw something up myself and am trying to blame the manufacturer). I agree though, there are a ton of enthusiasts that are extremely knowledgeable and helpful that are part of this forum, and their knowledge / experience is both valuable and significant. I am usually not the guy shipping products back for warranty repair, but instead the guy that attempts a repair themselves, or takes a minor loss in favor of not having to deal with it, so I have quite a bit of experience following online instructions to try and become a competent *gunsmith/builder/mechanic/etc* lol. I do appreciate the people that take to venues like BF and donate their experience / knowledge / time to make that possible!

Ditto on the writer thing too - you may be surprised at my resume, but I'm currently only doing very little and only on things I'm interested in (I had a huge change in outlook and motive after Sandy Hook last year).
 
Well I have already extended the offer to repair the knife for you , but I would be looking for a replacement , there is no reason for a knife to ship out like that cutting up a tomato plant.

I was actually about to go snap some pics of my SRK at 40* inclusive with a 3k edge on it but I just remember I lent it out to a friend..
 
I have an old original voyager with the terrible molded in clip (which is fine still) and I've had good luck with the tanto blade. Seen SRKs on you tube take a lot of abuse. I grow tomatoes in containers and there is wire and steel supports all around them. Very hard to not use some supports, maybe wood, twine or something else works also. For me I'd never send that back over that damage For a blade that is 150, but I hope it all works out. I know someone who had an issue with a SIG 716 and sent it in and it was back quick, full chamber polish done to it. So yeah I'd agree on knife industry sorta sucks in general on turn around compared to firearms.

As to cust service, had a then new ipad gen 3, 700 bucks or so. Single stuck pixel second day. I call apple sunday night, lady answers in America with no accent at all. I sent pic of stuck pixel, not easiest photo. They said bring to nearest store or they would give return ticket for shipping and swap with another one. Outstanding service considering there is no warranty unless there is at least 3 or more pixels stuck or some such number. Best service I've had so far.
 
The CS SRK is MENT to be a Survival & Rescue knife, an outdoor champion in rock solid performance w/ no exceptions. Tomato vines should present no problem to edge performance.

EDIT: Your knife should have been replaced w/ a NIB knife. unless some form of "X-ray" testing can prove there were no microscopic fissures etc. causing bad performance. These tests are a COSTLY procedure.

Unless you have very little knowledge on how to process edible plants and hit a rock digging the plant up, there are no excuses....If after evals and testing, no VISABLE or obvious defect can be detected, I would *suggest* that you be sent a replacement. This would avoid conflict on BOTH sides.

If the OP chips the edge of an SRK again trimming back tomato vines, its customer error in usage, plain and simple.
 
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tikkidaddy said:
The CS SRK is MENT to be a Survival & Rescue knife, an outdoor champion in rock solid performance w/ no exceptions. Tomato vines should present no problem to edge performance.

Your knife should have been replaced w/ a NIB knife. Period.

Unless you have very little knowledge on how to process edible plants and hit a rock digging the plant up, there are no excuses. Hey CS...send the man a new knife, instead of trying to fix a defective product.
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Hi, thanks for getting in touch.
I don't work in the department that handles returns, warranty, repairs etc. but I have talked to them at length about this particular situation.
I will try and break it down to the best of my ability:

1 - The customer sent an item back to us with a minor chip in the blade for evaluation. The knife was inspected by our team and they found no manufacturing flaws or defects. We re-profiled the blade and shipped it back to him.

2 - The customer was unhappy with the re-profiling on the knife. We apologized and immediately offered to collect the knife and the resolve the problem. To my knowledge the customer has not contacted our team for collection.
 
Dearest Monitor:

I own a CSSM3 Gurka that has an obvious manufactoring defect, the softer steel that is blended w/ the VG-1 in the center of the knife is very much higher on the back side than on the front side near the point of the knife.

The seperation lines between the steels is higher on one side, but there is no evidence of the steel lamination failing. The Secure-ex sheath scratched/grooved the knife so badly that I had to adjust the sheath w/ a file, and try to repair the original satin finish.

The knife has performed flawlessly, and I see no other reason to return it, other than cosmetics. ALL of my other VG1 SM3 knives are near perfect as can be.

You could bring up an agruement saying that the knife could fail at that lamination point if I used it to pry someone out of a burning vehicle. Yeah maybe.

If I sent it back to CS w/ those conditions applied, I am SURE THEY WOULD REPLACE it, after it had been used to save a human life.

I chose to keep the knife for personal reasons.

Im not "downing" CS, just saying that the problem needs correction in a "no excuses" manner, as is usual manner w/ CS, w/ the SRK in question.

If that has been done already, and the customer is STILL unsatisfied, there isn't much left that "CS cs" can do to solve the problem.

It is unfair to judge the whole product line as garbage, if I refuse to return the knife and have it "picked up" free of charge.

Perhaps I misread the OPs' original recount of the events.

I apologize, I certianly don't mean for my previous post to be a cause for contention. I will edit it as necessary.

I worked in the telephone/customer svc. industry for 15 yrs., so I'm pretty well aware of restrictions on how far one rep can go before its time to call for a "supervisor", which alotta times ended up bein' me anyway! The bottom line w/ most companies Ive worked w/ is simple---You turn any negative into a "great big sloppy wet kiss", POSITIVE we're here for you!

The customer should walk away sayin' WOW, I just love my
SuperDidgitWidgit", and this company has a customer for life!"

That has been my experience w/ CS. They have a "convert" for life. Ive been preachin' "the CS gospel" for years, buying and testing each one in the situations they should be equipped to handle. My SRKs are my all-time 2nd favorites.

Lynn Thompson is a man of integrity, IMHO, and would not ever sell a bad knife for a quick buck. I sincerely hope that if you get a new SM3-SRK that it will perform well enough so that you can take it to hell and back, much less slice up s tomato sandwich!---MB.
 
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We've offered to collect the knife from the OP. Again, to my knowledge he has not been in touch.
As I don't work in that department I would need to go get a more recent report from the team, but rest assured we will do our best to resolve this.

As for your knife, if you feel you have any problem at all with your product please give us a call. We aim to make the very best products that we can and if there is any way we can help we will.
Our team is very knowledgeable and always happy to advise.
I understand that you choose to keep the knife for personal reasons, but remember there is no time limit attached to our warranty, if you change your mind in the future please send it to us for evaluation and inspection.

Thanks and have a great day
 
Monitor: Thank you Sir, the offer is most appreciated. If something happens to my SM3GK I'll contact CS Customer Service by phone etc.,, blah, blah.

The knife does need a new "frog"--the attachment that screws onto the sheath. It got a little hot in a campfire mishap :)

But back to topic. I have noticed that Vg1 is more prone to chip out than aus-8.

Of course a razor sharp edge is microscopic by nature, and there really is NO metal on this planet that you can get that sharp and yet still has the properties of the thicker material its ground from.

Ive had microchips and rolls, dings on EVERY knife Ive ever used. Chips are more damaging because you are loosing metal.

With any SM3, keep a ceramic rod handy.
 
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