Disappointing Service

[Asr3510]

About 8 weeks ago i called chris reeve knives directly to order a tamboti mnandi, i understand these orders take time, but the person i spoke to on the phone told me very cheerfully that they had the wood in stock and i would only take 4-6 weeks. i called 2 weeks ago to check on the order the person i spoke to told me that it would take atleast another 2 months until i get the knife but maybe 3 months after waiting the 6 weeks they told me. Where is this awesome customer service everyone here refers to, i was thoroughly unimpressed.

 

[stjames]

It is too bad that they were not able to complete the knife when originally quoted. On the plus side, you haven't been charged a dime and are free to take your business elsewhere, to a dealer or the secondary market or maybe even another knife company. In the grand scheme of things it seems you haven't been put out too terribly much.

 

[neuron]

It is too bad that they were not able to complete the knife when originally quoted. On the plus side, you haven't been charged a dime and are free to take your business elsewhere, to a dealer or the secondary market or maybe even another knife company. In the grand scheme of things it seems you haven't been put out too terribly much.

^^^This. Additionally, at any knife company, changes in production schedules, allotting of factory floor time, availability of parts/materials (not just the wood), and any number of other things -- many unforeseen -- can significantly change when whole new models or batches of knives are completed, to say nothing of a single individual's order.

 

[TUF]

Well I think I agree with the OP. He has waited two months to purchase a knife. That's the sign of a pretty good customer right there to me. It is frustrating to wait so long just to find out you aren't even halfway there. Especially considering he is already a couple of weeks past the original date given.

I have a pretty fair number of Reeve knives and love them a lot but I wouldn't be very happy if I were in his shoes. I guess you can wait or try to locate a knife that is out there somewhere. Sometimes you can call CRK and they will tell where they have sold what you want and it will give you a good start on where to look.

I feel your pain, it's hard being patient for something you want as bad as a new knife.

 

[HuntBomb]

I understand your frustration.
It's always irritating when a knife doesn't arrive when expected...and 3 months is a lot different than 4-6 weeks.
Financial situations can easily change and force the buyer to compensate for the delay.
CRK might bump you up the list if you explain the dilemma.

 

[imaginefj]

That is pretty sorry IMHO. I used to be a CRK guy and now can say I am less than impressed with the service. I've owned alot and won't own another.

 

[sgt244]

Nah, thats just plain messed up on the Customer service's part... Now they are proclaimed to be the crem-de-la-crem of CS.... obviously not shown here.. I saw one guy say that floor space change and all of that... thats BS... dude, CS TOLD HIM how long.... they TOLD HIM.... thats it.... period... so no matter after that they were expected to get it out... if it was me, i'd be fummmming...

Anyway.. i have a sebenza and love it... and intend to get a large sebenza 21 to go along with it.. my opinion SOG has GREAT service and customer care.. although obviously lower-end knives... i had a problem with my Aeigis and they told me to send it in... they sharpened the blade for free and fixed the problem 100%.. along with lubbing and cleaning every part... was amazing i was under the impression they sent a brand new knife out... and the women on the other end of the line was a pleasure to talk too...

I dono.. maybe these companies get "so big" and "well known".. they feel as if they can afford little dissapointments such as this... i mean how much is this going to effect them..? NONE at all.... i just heard a week ago their company is Back-ordered on knives for the next 2 months... already and more orders are being places daily... its merely unbelieveable and to be honest at this point not having the best CS isn't gana hurt...

This is just my 2 cents.. please no 1 flip out at me =D...

as i said i LOVE the seb 21's... but i dono about their service yet

(and ontop of that i hear that they are PICKY in what they fix for you)... like if you brake ur blade/ knife somehow or w/e.. other companies will slap another blade on there for u (like strider).... ive heard otherwise about Chriss Reeve knives.. but once again.... their one of the best knife makers... they are hyped beyond belief..

 

[Peter Hartwig]

While I do understand you getting a bit frustrated, my experiences with there customer service have been excellent. Heather seems to be both knowledgeable and efficient. Mishaps are going to happen from time to time and it looks like you were the unlucky one it fell on. However if you ordered something special that can't easily be picked up elsewhere, I would forgive . It is just time and in the end you will get a very fine knife.

 

[Daniel]

Several years ago, I went through the same type of experience. I was asking for a left-handed woody. I was told that there were none this year and waited until the next year. Then, I was told the next year. I finally gave up.

I have since sold 29 different Reeve knives that I had collected before that happened and have not purchased another one since.

I do have a large Annual lefty, Umfaan, and a small regular left in my collection. I hardly ever carry them remembering that episode, though.

 

[apdb90]

Do you think that there just MAY be some changes in priority, some delays in production, an increased number of service related work or a million and one different things that may have come in between when you received the first time quote and the second? I don't know about you, but I wasn't issued a crystal ball, and I'm willing to bet they weren't either. I can't guarantee what's going to happen tomorrow let alone six weeks down the road and all I would be able to do is give you my best estimate, based on right then and there. Chances are 6 weeks from now, some things will have changed. Were you charged for the knife? If they have your money, it's one thing. If they don't have your money, get over it. Things happen. It's part of production, and it's part of trying to meet demand that far exceeds your ability to supply. What happens if you have a knife that is bought and paid for, that you send in to them for repair, service, refurb, whatever....it's YOUR knife, and they take weeks longer than quoted because they dropped everything to meet a quote that they gave ME six weeks ago? I'm pretty sure you'd be posting here bitching about that too.

Short version...if you want the knife, wait. You're buying one of if not the most in demand production knife (manufacturer) on the market. You knew that going in. If you don't want to wait, buy one on the secondary market or from a dealer, although I'm betting that will be difficult and we're right back to priorities and supply/demand. Unless they have your money and are pushing it further and further back, get over it. Chris Reeve Knives makes a fantastic product...there's a reason they're as in demand as they are. They stand behind it. If you're not pleased with something they do, chances are that they'll make it right. But to bitch because one of the most in demand knife companies has delayed availability of a model as they're trying to meet demand across an entire product line? Because you were told something to the best of their knowledge and 6 weeks plus later, it's impossible to believe or understand that anything may have come up that took priority?

 

[CUTS LIKE A KRIS]

To me it is the fact that a customer placed an order in good faith, and had to contact the manufacturer and find out the time frame was doubled at best. If the customer was given a time quote it is on the business to inform the customer about delays not the other way around IMO. The OP Has every right to be upset, it's not like he called them the worst company in history, he said what was promised to him was not followed through on. I would be unimpressed myself.

 

[kawr]

I'm terribly sorry that CRK didnt make a specific knife for you in a timely manner. Last time I checked CRK wasnt a custom knife maker filling out your orders. You dont see Benchmade or any other production knife company sending out knives to individuals that are out of stock at every dealer. Shouldnt folks be grateful that CRK even tries at all when no other production company does the same? The sense of entitlement that people in here have is pretty hilarious. MA!!! MEATLOAF!!!!!

 

[neuron]

Nah, thats just plain messed up on the Customer service's part... Now they are proclaimed to be the crem-de-la-crem of CS.... obviously not shown here.. I saw one guy say that floor space change and all of that... thats BS... dude, CS TOLD HIM how long.... they TOLD HIM.... thats it.... period... so no matter after that they were expected to get it out... if it was me, i'd be fummmming...

Since I was that "one guy" (), let me just say that I agree -- CS shouldn't have told him a specific date if they weren't very, very sure that they could meet it. I was just pointing out that these things happen from time to time and for any number of reasons, and it's only when they become a pattern that I think they should be used as grounds for asserting a more general problem with the company and its CS.

(Lest anyone think I'm a CRK fanboy who has a vested interest in defending the company, I only have one of their knives, a StarTac Umnumzaan. And while it's a very good knife, I'm not really planning to get any more CRKs any time soon -- there are other companies whose knives I much prefer.)

 

[nick425]

I'm terribly sorry that CRK didnt make a specific knife for you in a timely manner. Last time I checked CRK wasnt a custom knife maker filling out your orders. You dont see Benchmade or any other production knife company sending out knives to individuals that are out of stock at every dealer. Shouldnt folks be grateful that CRK even tries at all when no other production company does the same? The sense of entitlement that people in here have is pretty hilarious. MA!!! MEATLOAF!!!!!

Your killing me.

 

[Daniel]

The sense of entitlement that people in here have is pretty hilarious.

How is it "entitlement" to expect a product that is in the manufacturer's line up and all the buyer wishes to do is to purchase that item?

All I expect is that people deliver on their promise/estimation of delivery within reasonable time periods.

I they don't know, then say "I don't know". Pretty simple. I have had several custom makers tell me that when I ordered-"I don't know how long it will take." Fine with me. It takes however long that it takes.

Under Promise and Over Deliver.

 

[Professor]

That is pretty sorry IMHO. I used to be a CRK guy and now can say I am less than impressed with the service. I've owned alot and won't own another.

Really?

Something about this thread reminds me of the first (new) Spiderman movie where they're interviewing people on the street and asking their opinions about him. The one guys says "He stinks, and I hate 'em."

I guess when you make some of the world's finest production knives, folks have got to find something to pick on.

Prof.

 

[rio]

i say as a buyer it can be disappointed to be told one thing and them find out is not the case, the maker/seller is always trying to do it's best to fulfill it's orders on time but is not easy to do , don't take it personal is the best way to go about it , it does not mean they were trying to cheat you it only means they are running behind, they are humans trying to do their best, i don't feel is bad service maybe not accurate on timings but i do see your disappointment.

 

[lisantica]

I'm sorry you experienced that...and I would have loved to have read your second post that may have been titled "I was thoroughly impressed" had your experience been satisfactory.
Since I do love CRKs, I'm biased, but I hope you consider giving them another chance.

 

[Steven65]

About 8 weeks ago i called chris reeve knives directly to order a tamboti mnandi, i understand these orders take time, but the person i spoke to on the phone told me very cheerfully that they had the wood in stock and i would only take 4-6 weeks. i called 2 weeks ago to check on the order the person i spoke to told me that it would take atleast another 2 months until i get the knife but maybe 3 months after waiting the 6 weeks they told me. Where is this awesome customer service everyone here refers to, i was thoroughly unimpressed.

CRK are a production manufacturer but much of what they produce is bespoke almost custom production. The choice of handle inserts, graphics and other options are such that the factory almost custom builds each knife for every order. Only the basic models are produced en masse.

CRK did not take a deposit from you instead they made a prediction of delivery in good faith. Granted the person on the end of the phone could have been clearer and more communicative but does that warrant a thread bashing them on a public forum?

I do not know why they are unable to complete your order but I assure you it is nothing personal. It could be any number of reasons such as that the wood may not have been suitable.

Randall who offer similar but less technical options make their customers wait 5 years for their knives.........Perhaps waiting 90 days for the best made production knife in the world is not the end of the world.

 

[Tasmaniac]

I'm a new CRK owner and I confess to not being at all familiar with their customer service staff and polices. Ideally, CRK should have proactively notified the OP of the delay. However, I doubt they have software that will automatically issue notifications for order delays. I'm completely sure they don't have the staff to manually do this.

As others have said, they didn't require a deposit so no harm no foul. I'd cut them some slack on this.