Emerson Customer Service - Even in Canada

J

J.L.C.

Joined
Apr 29, 2013
Messages
7
I just purchased a new CQC 7V "Prestige" model knife and while most the of the knife is beautiful, the pivot screw somehow got beat up at the factory. There is some scratched off finish and the slot is kind of dented. I know it's picky and knives are meant to be used, but for a brand new fairly expensive knife, I'd expect it not to be marred from the factory.

So I called Emerson to see if they could send me a new screw - nope. I was directed to purchase one from the website. So I tried that, the screw alone is $8. But, because I am in Toronto, Canada - shipping is $43 USD! I called back and explained the situation; I just purchased a $200+ knife that slipped past QC. Nothing they can do. $51 USD for a slotted black screw.

Spyderco has sent me stuff no questions asked, no charge, no problem.

Edit: Last week I received new pivot parts along with the Emerson catalogue. The 7V is looking sharp now and I'm definitely pleased with the knife

I've added this edit as a new post at the end of the thread as well.
 
Last edited:
I had stripped the heads off two of the scale screws on my 8 once. Emerson sent me replacements no charge.
Sorry this has happened to you, did the call go well? Sometimes it's all about communication.
I hope this works out for you.
Cheers
 
I feel that if it was an issue that directly effected functionality of the folder than you would most likely have had a different experience. Not my intent to demean your post, however seeing that it's purely an issue of looks it could have been a factor in why they chose to not send replacement screws free of charge. Just my .02.
 
macknife12 said:
I had stripped the heads off two of the scale screws on my 8 once. Emerson sent me replacements no charge.
Sorry this has happened to you, did the call go well? Sometimes it's all about communication.
I hope this works out for you.
Cheers
Click to expand...

The communication was pretty clear and straightforward. But, both people I spoke with seemed kind of annoyed that I was calling, or that I was Canadian, or both :p

RiverRat84 said:
I feel that if it was an issue that directly effected functionality of the folder than you would most likely have had a different experience. Not my intent to demean your post, however seeing that it's purely an issue of looks it could have been a factor in why they chose to not send replacement screws free of charge. Just my .02.
Click to expand...

I don't expect a replacement for free, although given the brand new knife at over $200 you'd think they could offer. That said, a nominal fee is totally understandable for something cosmetic. But $51 for a 1/4" screw is a little steep. When you register online they ask if you'd like a catalogue mailed to you (for free). It seems odd that a catalogue can be sent free but there's no way to drop a screw in an envelope for a reasonable fee.

tokerblue said:
Contact your dealer.
Click to expand...

The rest of the knife is pretty solid. Blade is centred, lock up is good, scales are finished pretty well. I feel like it's even more of a gamble and also even more shipping charges to return/exchange the knife.

I'll keep the knife and use it. I was just taken aback by the interaction. In an age when online shopping is so prevalent, I find more and more manufacturers are supporting their products and customers - but clearly not all.
 
Last edited:
Thats really odd... They sent me screws for my gypsy jack no questions asked. Maybe a sweet talking email works best?
 
Everyone knows I love my Emersons, but I'd be pissed if that was the resolution offered to me. That's just asinine.

It'd be cheaper to buy a bull pivot from a popular customizer. You could even get 2 for less than $51.

I might have an extra pivot screw, PM me your address if you'd like.
 
IMG_20140312_220635_125_zpsd75ace72.jpg


Couple extra, may be awhile before I get em out. Lemme know:thumbup:
 
J.L.C. said:
I just purchased a new CQC 7V "Prestige" model knife and while most the of the knife is beautiful, the pivot screw somehow got beat up at the factory. There is some scratched off finish and the slot is kind of dented. I know it's picky and knives are meant to be used, but for a brand new fairly expensive knife, I'd expect it not to be marred from the factory.

So I called Emerson to see if they could send me a new screw - nope. I was directed to purchase one from the website. So I tried that, the screw alone is $8. But, because I am in Toronto, Canada - shipping is $43 USD! I called back and explained the situation; I just purchased a $200+ knife that slipped past QC. Nothing they can do. $51 USD for a slotted black screw.
Click to expand...

Did you buy the knife directly from Emerson?

If not, I'd bet that your vendor sold your knife to someone else, who messed up the screw using the wrong tools, then returned it to the vendor who then sold it to you.

If you're that upset, return it to the vendor.

I was grateful when I found out that I could buy spare hardware from Emerson. Benchmade acted like I was insane when I asked them to send me an Omega spring, and Spyderco refused to send out anything but a spare pocket clip.
 
MatthewSB said:
Did you buy the knife directly from Emerson?

If not, I'd bet that your vendor sold your knife to someone else, who messed up the screw using the wrong tools, then returned it to the vendor who then sold it to you.

If you're that upset, return it to the vendor.

I was grateful when I found out that I could buy spare hardware from Emerson. Benchmade acted like I was insane when I asked them to send me an Omega spring, and Spyderco refused to send out anything but a spare pocket clip.
Click to expand...

He explained in his part of the communication why he did not elect to ship the entire knife back.
I feel like it's even more of a gamble and also even more shipping charges to return/exchange the knife.
Click to expand...

Emerson's position on the cost of sending a tiny screw screw is unreasonable. Did you pay such outrageous prices for "spare hardware from Emerson"? $51 for a screw?

If other makers have equally unreasonable positions, it simply means that poor service is widespread, not that Emerson's position is rationally defensible.
 
I feel your pain. Back in 2010 I bought a Commander and the liner had the slightest ding (tiny indention) on the top. Since it was brand new I was let down a little bit. Each time I handled the knife I could see the ding, and the shine from it. It bothered me for quite a while and I eventually sent them an email and attached a pic. Emerson Knives agreed to take care of it. I shipped it back and the replaced the liner.
 
Thomas Linton said:
He explained in his part of the communication why he did not elect to ship the entire knife back.
Click to expand...

Back to who?

It just says it was too expensive to send to Emerson, not where he bought it. If it's $43 to ship to Emerson in the US, maybe he bought the knife in Canada.

Thomas Linton said:
Emerson's position on the cost of sending a tiny screw screw is unreasonable. Did you pay such outrageous prices for "spare hardware from Emerson"? $51 for a screw?
Click to expand...

I paid $34 for several screws. I felt that the $9 shipping, or whatever it was, was excessive, so I bought a bunch more hardware to lower the "per-screw" cost.

I admit, I did feel a little bit taken advantage of (it averaged out to $2/screw I think) but after dealing with "Oh noes you removed 3 screws and cleaned the gunk out of your knife your warranty is void because we think our customers are too dumb to take apart and reassemble a simple device" warranty departments, I was grateful to be able to fix my own knife if needed without voiding the warranty on the rest of the knife.

Because of their policy to sell hardware to their customers, even at an inflated price, I'll continue to buy and use Emerson knives (if I can find them with decent fit and finish ;) ).
 
You must log in or register to reply here.
Back
Top