Esee lost a customer today

[Moonw]

I worked telemarketing for two months...I swore at a lot of customers, and hung up on them before they could do it to me.
Anyone looking for a great customer service guy probably should not hire me.

Haha! I made a point to tell all rookies to always swear after the convo is over, or at least put the customer on hold before . I also tell them right from the interview that it can be quite a frustrating job - even though, statistically, we may get less axeholes than what you're exposed to in telemarketing.

Who knows? Maybe keeping that job would've prevented you from discovering the writer in you. If so, it was better this way!

 

[stabman]

Haha! I made a point to tell all rookies to always swear after the convo is over, or at least put the customer on hold before . I also tell them right from the interview that it can be quite a frustrating job - even though, statistically, we may get less axeholes than what you're exposed to in telemarketing.

Who knows? Maybe keeping that job would've prevented you from discovering the writer in you. If so, it was better this way!

I'd say losing that job was a definite step in the right direction.

 

[Moonw]

All good then!

 

[Blender345]

My thoughts as well. No knife company is going to blanket cover blade coatings. Seems like the OP was a bit snarky with the ESEE guy ....plain to see in his post, and the ESEE guy just gave it back to him. ESEE could have handled it a bit better, but then the OP goes and posts here - bashing the company because they do not cover blade coatings or sheath wear. Don't forget that the OP jacked the blade up by sanding, etc. How can you expect a company to cover that too.

Again, the ESEE person could have remained a bit more cordial; but I imagine some people get tired of the dog piling that goes on in the site sometimes. He knows he is not going to win here anyway. I do not blame him.
In the end, this whole thread is kind of BS. When you don't follow a return policy, expect something to be covered under a warranty that is not (and you also jack up the blade yourself), then get a little snarky, then post a thread on a major knife forum ....gee its surprising the ESEE guy told you to go buy another knife. So, you did not really like his straight to the point answer ...................... I mean really, was it that big of a deal? You guys wonder why makers, dealers etc don't come here as much as we would like to explain their end? Stuff like this. People need to think before they go off on a witch hunt and use some analysis to understand the root cause of the problem. Anyway, maybe I am just cranky today.

Must be cranky because it's blatantly obvious he's not mad about the coating not being covered but how he was treated regardless if it was under warranty or not. Feel free to brown nose esee due to all of the money you gave the scum but he won't see any from me.

 

[changaboy]

If the last quote is directly from them (specifically the first sentence), that is disappointing and insulting.

If I were ESEE, I would have sent you a brand new knife just to thank you for your service. Thank you, BTW!

Spot ON!!! If I were them I would've done Aleforme said, THANK YOU for your service & standing on that wall, I'd NEVER buy a knife from Esee just because they didn't stand behind one of our boys. Hope they all sleep well.

 

[dhunley1]

You sent the knife in for something that clearly isn't covered by the warranty. Mikes response may not of been very professional, but I'm sure the sense of entitlement gets old after a while.

 

[Jens Schuetz]

Reminds me of my time checking out of the army.
Had our cooking gear hanging over fire too often and thus it's paint was burnt. The supply guys refused to take it back and asked us to clean it. Well since we couldn't clean burnt paint the three of us drove over the stuff with our car. Got it replaced, almost no question asked and could turn in the brand new gear....

 

[majen]

Wow.
The doubling down makes me happy I got a Becker.
I can't imagine Ethan ever talking to a group of customers that way.
Honestly, I can't think of any major company talking to its customers with that much attitude.

I was looking at an Izula for quite awhile but out of the Amazon cart it goes.
I can't buy from a company that seems to actively dislike me from the get go.

:thumbup:

 

[91bravo]

People are going to be who they are regardless and nothing or nobody on the internet is going to change that. Mike's a grumpy old man and his responses will surely get to the thin skinned. Normal wear and tear are not covered, which is what your warranty claim was submitted for in the first place. I agree with dhunley and his statement on sense of entitlement nowadays. I like ESEE knives because they are more than just a knife company, they also provide top notch training as well!

Thank you for your service, from a fellow vet....

 

[gpewett]

Reminds me of my time checking out of the army.
Had our cooking gear hanging over fire too often and thus it's paint was burnt. The supply guys refused to take it back and asked us to clean it. Well since we couldn't clean burnt paint the three of us drove over the stuff with our car. Got it replaced, almost no question asked and could turn in the brand new gear....

That was exactly my thoughts. If I snapped the thing in half they would have taken it. But then I thought this isn't the Marine Corps I shouldn't have to do that......I was wrong.

Sent from my SM-G900V using Tapatalk

 

[KingMC]

Feel free to brown nose esee due to all of the money you gave the scum but he won't see any from me.

I don't own a single knife from ESEE, for your information. In fact, I own knives from all their competitors, so I'm not even biased towards them in any way.

I still can't fault ESEE for their actions. It didn't matter who sent the knife in, none of the damage it had was from anything but wear and tear from use and thus was not covered under the warranty. The response from Mike was honest, if a bit too honest, and he obviously said it knowing the reaction it would get. If it makes me a 'brown-noser' to find no fault in the 'scum' and his actions, then so be it; but he did nothing wrong from his end.

 

[Ruzster]

. . . Plenty of good steel out there from good folks, to choose from.

So true. And this forum is a great resource in helping us knife nuts sort them all out. Personally, responsive, courteous and professional customer service often makes the difference in deciding where to spend my hard earned dollars.

 

[utah_fish]

Maybe the average consumer understands what is covered better than the average person on here.

Coating coming off is wear and tear and not covered unless there is some sort of extreme peeling.

I like the breath of fresh air of the owner speaking their mind. I see too may others browbeaten into placating the squeaky wheel with a freebie they don't deserve.

Well put and I totally agree. And it is a breath of fresh air to see owners backing what they said they'd do and not caving for no reason.

 

[utah_fish]

I don't own a single knife from ESEE, for your information. In fact, I own knives from all their competitors, so I'm not even biased towards them in any way.

I still can't fault ESEE for their actions. It didn't matter who sent the knife in, none of the damage it had was from anything but wear and tear from use and thus was not covered under the warranty. The response from Mike was honest, if a bit too honest, and he obviously said it knowing the reaction it would get. If it makes me a 'brown-noser' to find no fault in the 'scum' and his actions, then so be it; but he did nothing wrong from his end.

Another well put comment. Agree.

 

[banana-clip]

There is no question about the worn off coating not being covered in the warranty. An owner of a company could have been a little more professional and handled the situation better, especially towards a member of the military since ESEE Knives claims to proudly support the men and women in the United States Military.

I’m not surprised by Mikes comments to the OP. He made similar comments to me and my buddy at the Blade Show in Atlanta about 4 or 5 years ago. We went to the ESEE both to look at their knives and we asked a question about when the ESEE Folder was going to be finished. He made a rude comment and walked away. My buddy and I were shocked since all the other knife makers we talked to were friendly and pleasant to talk to. Maybe he was having a bad day, didn’t feel good, or was just tired of answering the same questions, but it really put a bad taste in my mouth about ESEE Knives after that.

Mike did give some great advice to get a Busse. Busse treats their customers like gold, especially their military customers. I know Busse doesn’t cover finish wear on their coated blades, but I’m sure they would have been more professional in handling the situation without giving them a smartass remark like Mike did.

ESEE makes some really good knives and they have a really loyal following, but that doesn’t give the owner of the company the right to act like a jerk.

 

[craytab]

That was exactly my thoughts. If I snapped the thing in half they would have taken it. But then I thought this isn't the Marine Corps I shouldn't have to do that......I was wrong.

Sent from my SM-G900V using Tapatalk

Of course, what you sent your knife in for was not covered under warranty. And the warranty clearly says so. These facts are clear. You already admitted you were wrong so making comments like this makes no sense. You made a mistake. Time to own it and move on. The only thing in question here is how Mike treated you. I am starting to think Mike was justified in one thing he said, you did not bother to read the warranty and even now you are not grasping the concept that what you did was wrong.

 

[Ulf Krogstad]

Honestly don't think this Mike fella said anything that bad, think the OP wanting to put the coating back on the blade was laughable. Sorry.

I can't think of ANY company that will recoat a blade. Should buy a stainless knife OP.

Or get a Busse, their coating is the most durable I have seen. Good luck to you. If still had a extra BK14/bk24 would send you one.

 

[muradtexas]

I'll tell you what I know (or at learn what I think I know) about ESEE culture:

For one, knives are meant to be used. Those of you who suggested that ESEE folks don't use their knives, you probably shouldn't be talking about something you know nothing about. So needless to say, ESEE people could care less about coating coming off, most of them remove it beforehand because it looks fugly when half the coating is gone. I've cut food with a rusty knife, I've eaten off a rusty knife, and there was nothing wrong with it. And as much as I love my Ratmandu, it rusts a lot faster that 1095. And for the record, all 3 of my main outdoor blades are carbon steel (Bark River 3V, Fiddleback Forge 1075, and SR101), and none have coating on them. They do just fine being used outdoors.

Second, ESEE crowd will not shame you for having a different knife or preferring a knife of a different brand. The ESEE forum is swarming with people who prefer BHK, LTWK, FBF, Tops, Ka-Bar, Ontario, and many others. So there is no "fanatical following" that many keep complaining about. You know why there is such a loyalty to ESEE brand? Because ESEE people never push their products on you. When I went to their field survival class, I did not bring one ESEE knife with me, and I got compliments from RAT instructors on my Fiddleback Forge machete. Jeff never claims that his products are the best or that you should prefer them to other products. He has great things to say about many knife manufacturers and knives.

Finally, ESEE crowd has thick skin. What may shock you as "horrible customer service" is an inside joke on ESEE forum. You may expect to be pampered, told that it's not your fault, hugged and consoled, but it's not going to happen. Mike is no Oprah, that's for sure. But they do stand behind their product, even though they're not willing to jerk you off every time you put a scratch on your blade.

Take it for what it is. If you think the above mentioned criteria are not for you, so be it, no one forces you to buy ESEE. But many people do appreciate the blunt honesty and practical appeal of it.

 

[stonesell]

I'll tell you what I know (or at learn what I think I know) about ESEE culture:

For one, knives are meant to be used. Those of you who suggested that ESEE folks don't use their knives, you probably shouldn't be talking about something you know nothing about. So needless to say, ESEE people could care less about coating coming off, most of them remove it beforehand because it looks fugly when half the coating is gone. I've cut food with a rusty knife, I've eaten off a rusty knife, and there was nothing wrong with it. And as much as I love my Ratmandu, it rusts a lot faster that 1095. And for the record, all 3 of my main outdoor blades are carbon steel (Bark River 3V, Fiddleback Forge 1075, and SR101), and none have coating on them. They do just fine being used outdoors.

Second, ESEE crowd will not shame you for having a different knife or preferring a knife of a different brand. The ESEE forum is swarming with people who prefer BHK, LTWK, FBF, Tops, Ka-Bar, Ontario, and many others. So there is no "fanatical following" that many keep complaining about. You know why there is such a loyalty to ESEE brand? Because ESEE people never push their products on you. When I went to their field survival class, I did not bring one ESEE knife with me, and I got compliments from RAT instructors on my Fiddleback Forge machete. Jeff never claims that his products are the best or that you should prefer them to other products. He has great things to say about many knife manufacturers and knives.

Finally, ESEE crowd has thick skin. What may shock you as "horrible customer service" is an inside joke on ESEE forum. You may expect to be pampered, told that it's not your fault, hugged and consoled, but it's not going to happen. Mike is no Oprah, that's for sure. But they do stand behind their product, even though they're not willing to jerk you off every time you put a scratch on your blade.

Take it for what it is. If you think the above mentioned criteria are not for you, so be it, no one forces you to buy ESEE. But many people do appreciate the blunt honesty and practical appeal of it.

I think that it's more like blunt ignorance.

 

[jalcon]

Either way, this thread will cost him MANY knives being sold..many stated they'll never buy an ESEE now, and how many people will see this in the future? Things on the Internet don't go away. Acting like anew ass clown sure cost him alot of money. Obviously many thousands of dollars really.