Does Ontario Knife have actual Customer Service?

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Mtell1

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Hi - I am new to knives in general and sending knifes back, and things like that, so I dont know what service level to expect on a cheap knife.

My Ontario Rat-1 is great, I love its price and value, and shape, etc, its my ideal knife.

But the liner is way too far right when opened...so I have emailed Ontario Knife Company if I can return it, and they can replace it...(knife is new and arrived like this.)

Well no reply.

Yes I emailed only, I didnt call because its the year 2011 and if they have an online website, and advertise online, the company should reply to online emails.

So is this common for a $30 to be defective and the company just ignores you? It doesnt really matter to me, I will probably just toss the knife and order a new one, but this time I will ask the vendor to personally inspect the knife before shipping it to me.

Any comments about Ontario CS in general, or sending knives back? Many thanks. (Im not trolling, so please dont flame me, Im just asking a question and I really like Ontario knives, just not the one I received, thanks again.)
 
Hi - we are communicating efficiently now online, LOL.

But you care enough to try to help me, and try to be helpful unlike Ontario.

Youre right though I should just call them I guess...then why do they have an online "Contact Us Form" if its not checked or replied to...

Anyway Im glad its a budget knife, and Im not out that much money vs something more expensive.

Thanks for the comments.
 
You say the liner is too far over, but is it working properly? Why throw it away as long as it works?

If it's new, try returning it to the dealer you got it from before calling the manufacturer.
 
Yes it works fine now, I guess anything works fine until it has a problem.

Throw it away I mean toss it in a drawer and get another one to use, maybe I can take off the scales or use the liners for something else so I will still keep it.

Dealer was EBay in the USA (Im in Canada), I think the dealer makes little margins, its not really the dealers fault, Ontario should supply proper knives in the first place.

I know the obvious things like call the company, or contact the vendor, I was just wondering if Ontario has customer support and what to expect, or if its like SRM in China, dont even try if you have a problem...

Thank you for the comments.
 
In my experience Ontario has been less than helpful, I asked if they would sell a sheath directly from their website, here's what I got basically. (I don't have the E-Mail anymore as this was many months ago)
"No, Go to one of our online dealers."
Okay, so who are your online dealers that would carry a sheath for my MKIII?
Honestly, Ontario gets no more of my money.
 
We have 4 of the RAT-1 folders between my wife and I, and they get used heavily when hiking and camping. Very nice piece of gear for the money. Ours lock up center after several months of use/abuse. If your folder has no blade play against the lock, and holds firm with mild spine whacking/tapping, I honestly wouldn't worry about it. If it moves towards unlocking with pressure on the spine, then there's an issue. How far right is the lockup? Any pics?
Calling them is usually the easiest. Friend of mine busted his RTAK batoning wood and they took good care of him there. My wife lost a couple screws from her RAT-3 sheath system and they mailed us 6 spares no problems.
 
Hi - Basically my Rat-1 is worse than this guys, and some members told him to send it back...

http://www.bladeforums.com/forums/s...is-liner-too-high-should-I-exchange-it-UPDATE

Unfortunately my liner is even more right, so that some liner is off the blade tang. I mean its all relative because we are talking maybe 1/10th of a mm here right...still Id like my stuff to have the best chance of lasting a long time.

I just feel that if I buy a cheap SRM for $8 everyone ridicules, but that has a nice lock, why should I expect less of a $30 rat-1? I think I should be able to send it back, and they can send me a new one...OR just tell me its normal, dont worry.

But to just ignore the customer, not good.

I will call next week...I just prefer email, thats just me. (I mean other companies use email functions to communicate issues...)

DB, thanks for the comments, Im glad you like your knives, and your wife received some extra screws and spares.

I dont want to be a complainer, or talk bad about anything too drastically, I really like the knife, and will get another one in Desert Tan or maybe green. I just dont want to start to use mine too much since hopefully I can send it back.
 
I checked out the link. I'd say definatly send it back if it's as bad or worse than that. Ours lock up center even after being used heavily and locked up center out of the box. I'm guessing quality control will have slip ups at this price point, but still. Seems like they'll replace/remedy it for you. I've emailed a couple other big name manufactures and got zero response, likely due to their spam filters or some such, but got fast service on the phone. I can understand your frustration. Give a call, hopefully you'll get straightened away!
 
Sorry to hear about your situation with you Rat 1 ,I have been using mine for a few years now and the liners are still perfectly center on the tang.If you this concerned about quality the same can't be said of the lockup of an emerson knife after a month of use.

From my experience dealing with Ontario Knives last year,I also didn't have any luck getting a response through email; It's best to call their toll free #. I'm sure the person on the other end will be more thank happy to help you.
 
I finally got around to calling them about returning my Rat-1...Im usually busy, cant call from work, and just prefer email, so its taken a while.

So its 3:30pm and I go to call them.

LOL Friday the Ontario phone lines close at 2pm.

So since Ontario ignores email I will try to call on Monday first thing...oops, Monday is a holiday, so lets try Tuesday.

Ontario sucks that custservre has no email in the year 2011. No more Ontario knives for me...
 
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