EDI warranty work gone to sh*t?

V

vikram

Joined
Oct 4, 1999
Messages
19
Hey everyone, sorry for the extreme subject line, but I'm really pretty infuriated with EDI right now. I bought a Genesis 1 (black blade, plain edge) to supplement my Axis lock (as great a knife as that is, you just have to have variety in your daily carry <g>), but when I got the knife the blade was not centered in the liners (nowhere close), and after two weeks, started scraping the liners when I tried to open it one-handed.
Naturally, I sent it back to them (~2.5 weeks ago), and I though I'd just check up on them last week, so I called in last Monday, to make sure they had received it, etc...so the receptionist there takes my name and says "Someone should call you back shortly." Two days later, I decide maybe they forgot, so I call back. Same thing. So I call last Friday and ask to just be transferred to the warranty department, thinking maybe if I could just get them on the line I could verify that they have the knife. The receptionist refused to transfer me, saying the only way I could contact them is to leave a message and they will return my call. So I leave my name (again), with little expectation of hearing back from them...then, I remember they have an e-mail address on their web page, so I wrote them a note (very civil) just inquiring as to what the status of it was. And, of course, the e-mail bounced...so now I'm left wondering if/when I'm gonna see my knife back...it would be on thing if they could just tell me if they had it, because if it got lost in the mail I did insure it. But not knowing is starting to get to me.
Does anyone know if EDI is really in as dire straights as some people mentioned they were in earlier topics around here? I had checked those posts, and it seemed to sound like they were doing fine, albeit w/out Will Fennell. If I had known otherwise, I would not have been so eager to send it back to them...
Thanks, everyone, for the time--please post if you've had good/bad experiences w/ them (*recently*, I had dealt w/ them about a year ago over a friend's Genesis, and they were great and very prompt in replacing a clip).
-Vikram
 
around the beginning of june, the lock on my EDI genesis failed, so I called the company and sent it back. I had just gotten my Bm 710, so I didnt need it back right away, and decided to give them the standard 6-8 weeks or whatever. I ended up being really busy and procrastinating until September, and I hadnt recieved the knife yet, so I called them. They said they had sent it out to me in August, and it got returned due to problems with the address, which i corrected, and recieved my knife in a couple days.
they gave me a new knife, with a black blade(my original was bead blasted).
My only problem was that they didnt try to contact me, and i provided them with phone number, email, and mailing address.
other then that, im happy with the new EDI, but i havnt used it much since.

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AKTI member #A000911

 
You should deal with this in the Good, Bad, & Ugly forum.

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Iron sharpeneth iron; so a man sharpeneth the countenance of his friend.
 
The Good-Bad-Ugly forum is intended for feedback on dealers in particular. Knife company warranty service is, as I understand it, fair game for the main knife forum, as long as we keep it civil.


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- JKM
www.chaicutlery.com
AKTI Member # SA00001
 
On Oct 22 I sent my NIB Genesis II back to EDI.The liner went all the way over to the opposite side scale when thumbed open, not satisfactory. I sent it back after speaking with Carol at EDI, she seemed pleasant and
on the ball in my phone conversation with her.That was the last I heard from them. Since then I have called THREE times, left messages/Ph #, no reply. E-mail bounces back.
What a lousy way to treat a customer. IF I ever get the knife back I will sell it ASAP, and I will NEVER buy another thing from them. I will also STRONGLY recommend to all I know, STAY CLEAR of EDI products.



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"How do I stop this thing?"
 
Can't say the knife is bad, but their customer service really sucks. I thought that by simply calling them and inquiring about the knife, and I got a bunch of "I don't know, I'm just an openrator" crap
 
Okay. Thanks for the info guys--I guess I feel slightly better knowing it's not just me.
Doc Mac--I know how you feel, as good a knife as it is, it is a liner lock, which means I'm going to have to send it back to them at *some* point...anyone looking for a Genesis 1?
smile.gif

ryk et. al. --is 6-8 weeks the norm for knife service? I've only dealt w/ BM, and they have done alright by me, 3 weeks and 3.5 weeks on two different occasions. Both times the knives were returned ~perfect (My Stryker came back better than new, the liner action is *still* perfect, my Mini-Stryker doesn't rub the liner now, but it isn't quite centered, and the AFCK came back great.)
-Vikram
 
actually, i dont know what the standard time is, i just figured 6-8 weeks cause that seems a standard time on mailorder stuff infomercials, replies to this and that, whatever.
I just figured i would give them a healthy amount of time since Will Fennel left somewhere around then, and I had a knife to replace it(BM 710)

Im really hesitant to use it now, just cause it failed on me before, im worried it may fail again, I guess the only thing im using it for is as a backup incase i loose/break my axis.


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AKTI member #A000911

 
Vikram: needless to say one should check for confirmation of package received in a timely manner. If you shipped via US Postal insured then you can file a claim in the event EDI does verify that they have never received shipment. It is a good idea to use the Postal systems' confirmation # service. At only .35 more you can check if any package mailed out was received or not via their web page. I use this service almost all the time. Hope this helps a bit.

L8r,
Nakano
 
Here's some up to date information on EDI. They've moved to a new complex in St. Louis and don't have the new telephone connections, nor internet access, established yet. They've been moving for the past 2 weeks so if you've not heard from them in that window don't be too surprised. I'm not trying to defend them, just offering an explanation. If you've called the number on their web site you've gotten an answering service and "I don't know." is all they can provide when asked about problems.

Take care,

Mike

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TANSTAAFL


 
Mike,

Thanks for the update on EDI. I hope everything's going for the better. I like their knives and I'm expecting to see new knives from them.


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Reynaert
Fayetteville, AR


 
Vikram et al:
My warrenty experience goes back to the Will Fennell days so consider that.
My Genesis 1 (only one then) blade did not lock tight in the open position. I sent Will an e-mail describing the problem the sent the knife in for repairs. Will contacted me back within a week by phone saying they would replace the knife outright but that they were expecting in a new shipment of blades.
Getting a replacement did take some time because of their supply problem then. To make up for the delay, Michael Collins made some modifications to the knife for me (a lefty) gratis.
The Genesis remains one of my primary carry blades and I have nothing but praise for Michael Collins.
Unfortunately EDI lost a good man and a great representative when they lost Will Fennell.


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Life is a journey, not a guided tour -- GO ARMED!
--&gt;BLADE


 
TOTAL REVERSAL!!
I don't know if it EDI is lurking out there, but I got a message from their customer support people (finally) saying that they had REPLACED my knife (not fixed) and it was going to ship UPS tomorrow (Wednesday).
I'll keep you posted, but it could be my and others' bad experiences were just due to that move (although if they had explained that to me on the phone I would have been much more understanding).
Well, here's to hoping they're right...
-Vikram
 
Just a note to apologize to those of you that we were unable to contact in a timely manner. There's no doubt about it, no matter how well you organize a move, Murphy finds a way to give you fits. In this case (we were told) some new construction in our new neighborhood caused some trunk line problems for Southwestern Bell and we had to wait for two weeks beyond the scheduled service to get our new lines installed. As we had already scheduled our move and events were in motion, we couldn't do anything other than direct our existing telephone lines to an answering service since the telephone PBX had been removed from our prior address for re-installation at the new plant. Not good, as we've always been available to take any calls, actually we have encouraged customers to call! With the transition problems I couldn't even access the internet and had to reply (this message) from my home computer.

We should be back to normal by the end of this week and part of our plan is to have our old numbers forwarded to the new facility for our customers and vendors convenience. Sorry again for the inconvenience, we're doing everything we can with an awkward situation.
 
I want to retract a few of the things I said about EDI. I just got a parcel today, it was from Carol, the young lady I spoke with in the first place when I sent my Genesis II in
with liner problems. In the parcel was a new knife, EDI replaced my Genesis II-100 with a
Genesis I-100, a better knife.There was also an explanation of the delay.This explaination
and the very nice gesture of the upgrade has
soothed my feelings toward EDI, and I think I better understand the problems they were facing during the move to new quarters. All is forgiven on my part. I like the new knife a great deal, and I'll report on my experience with the new blade in the future. If you read this, thank you Carol.

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"How do I stop this thing?"
 
I must join in with Doc Mac--I just received my Genesis from them, UPS overnight (!) express. Included was a note from Carol, explaining she was sorry for the delay and any inconvenience the move might have caused. The new knife is great--the liners are dead center, it actually flies open smoother than my Benchmades (which was the real reason I wanted one...now I see the bronze washers live up to the hype), and the G10 even has this interesting texturing, it gets these neat shadow/reflective lines on it in the light.
So all in all, I'm now a fully satisfied customer--I just wish EDI had told me from the start about their move, I would have been much more understanding!
Anyway all, it looks like it's safe to send in any EDI stuff you might need to have fixed. Since their web page doesn't yet have their new address I'll include it below:
EDI Knives
18102-P Chesterfield Airport Road
St. Louis, MO 63005

-vikram
 
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