Final update with microtech horrible waranty service mess.

[calc]

6 months is not reasonable, I doubt you can argue that sensibly.

I agree with you there - 6 months is not an acceptable timeframe. Having a small team isn't an excuse. If that's the case, then it needs to be expanded. If they can't afford or be bothered to expand it, then they've lost a potential customer: me. If others want to spend their money on their products, more power to them, but I just don't feel like spending my money on a product with bad customer service when there are better companies out there.

And this is coming from somebody who worked on a small (<10 people) warranty/production team for 3+ years on very similar products; I know what the challenges are, since I faced them every day, but our turnaround time was nowhere near 6 months.

 

[craytab]

You assume that Tony11 is telling the truth and the whole truth. Maybe they told him from the get-go it would be late. What was the warranty problem? If it's so easy to fix, why not do it himself? Maybe he was a jerk on the phone and got put in the "jerky pile". Maybe they are humans and lost it in the shop.

If he bothered to do a minimum of research, he'd know that they are slow on service, but get the job done. You know the old saying, Fast, Cheap or Good. Sounds like he got Good and better than Cheap (i.e. Free) just not Fast. Which would you prefer for your knife...Fast Cheap or Good? I've gotten quick warranty repairs from some "major manufacturers" that quickly went back for a redo.

This is the crux right here. This is why I will never buy from them even though many of their designs appeal to me. I do buy from companies that are fast, cheap, and good. Based on the reviews on this great forum, Microtech rarely does fast, and generally does cheap & good. And to call the guy a liar? Who has the agenda here? I don't think he does...

 

[Clinto.]

That's right, let's keep the anger momentum going here guys. The less Microtech products you buy, the more that's left for me! I had to wait 1 full year to buy their Halo V before it became available. I would also like a Mini Matrix for my wife, but they too are sold out.. So let's keep the Microtech hating up!

Momma wants a Mini Matrix!!

And let's keep this in perspective, the Mini Matrix won't fail. And if it did, it wouldn't be until some time in 2015 or 2016 or later and Microtech's service lead time will be back down to normal by then anyway, so as far as I'm concerned, we are all just pissing in the wind here.

 

[JR88FAN]

calc, craytab, you both get it, thank you.

Sometimes I feel as crazy knife enthusiasts, and people who are incredibly brand loyal, we are willing to take more crap and call it' 'normal' or 'OK' just to protect what we love, instead of try to fix it with an honest collective opinion. It's no secret that Microtech's warranty service is very poor to put it nicely....

6 months is forever, and is wrong. There is no way we would tolerate that with anything else that we own.

Microtech is doing a $4 million expansion, lets hope some of that involves better warranty service......

 

[craytab]

That's right, let's keep the anger momentum going here guys. The less Microtech products you buy, the more that's left for me!

No anger here. I fully expect these sorts of threads to pop up. That's why I won't buy a Microtech. But there is a lot of stuff I wont buy. If you like it and can put up with this (which by your own admittance you clearly have) then go for it. Whatever floats your boat.

 

[JR88FAN]

That's right, let's keep the anger momentum going here guys. The less Microtech products you buy, the more that's left for me! I had to wait 1 full year to buy their Halo V before it became available. I would also like a Mini Matrix for my wife, but they too are sold out.. So let's keep the Microtech hating up!

Momma wants a Mini Matrix!!


And let's keep this in perspective, the Mini Matrix won't fail. And if it did, it wouldn't be until some time in 2015 or 2016 or later and Microtech's service lead time will be back down to normal by then anyway, so as far as I'm concerned, we are all just pissing in the wind here.

Comparing Wait times for a new model to come out, and wait times for service is really very compelling in making your case.
So is stating that the 'mini Matrix won't fail until 2015/16'

Awesome stuff.

It can fail tomorrow. And did you ever consider that if it doesn't fail in 2015/16, it might fail in 2017?

I give up.

I just hope the knife you waited a year to get doesn't spend 6 months at Microtech waiting for service.

There is zero anger here. Just pointing out a company that makes a great product, but has some of the best documented horrific service of that product in the industry.....

 

[RevDevil]

Microtech has been a source of controversy for years. If you research, you can find conversations about bad dealings with Bob Terzuola, Greg Lightfoot, and possibly even more stuff. My only experience was a positive one. I sent an item in that I was not happy with, and they fixed it in the allotted time I was quoted. I was happy with the end result. They must be doing something right as the article linked above indicated they are hiring 10 more high skill technical labor employees (they don't work for minimum wage either) as well as investing just under $4 million in equipment.

As with any product you purchase, if it sucks right out of the box then you need to return it immediately to the place of purchase. Don't start threads about it waxing and waning on what you should do, don't take a poll, don't try and fix it yourself, don't stomp your feet and complain to no end. RETURN IT, PERIOD. How many threads do we see asking the same questions? Not just with this brand, but with every brand. Spyderco, Emerson, ZT etc. Buy what you like instead of trying to force something to be something that it clearly is not.

I really wish this spoon came with spikes, why can't it have spikes? Because if it had spikes it would be called a fork and would cease to be a spoon!

 

[wolf5391]

I really wish this spoon came with spikes, why can't it have spikes? Because if it had spikes it would be called a fork and would cease to be a spoon!


hahaha what about sporks?

 

[RevDevil]

Still not a spoon, just a half assed in-between doohickey.

 

[Clinto.]

Hey, what's the warranty on that spork?

 

[Knifein]

You assume that Tony11 is telling the truth and the whole truth.

Yes, I do. I don't see the reason for him to lie.

Maybe they told him from the get-go it would be late.

If this was the case that still doesn't excuse them for taking an absurd 6 months to make a simple reparation.

If it's so easy to fix, why not do it himself?

Maybe because he doesn't have the tool for their stupid tri-wing crap screws? Also, I don't think he would have access to all the little internal parts either.

Maybe he was a jerk on the phone and got put in the "jerky pile". Maybe they are humans and lost it in the shop.

Now, you're just making asinine assumptions. Even if he was a jerk on the telephone that still wouldn't give Microtech the right to purposely hold off on his knife. And didn't you read the whole post. He was in contact with them once a month so if they had lost it in the shop I think they would have told him.

If he bothered to do a minimum of research, he'd know that they are slow on service, but get the job done.

Are you insane? Since when is it the buyer's responsibility to research a company to decide weather they have their act together or not? Microtechs are not cheap. If I am buying a knife that expensive I expect top notch customer service.

Which would you prefer for your knife...Fast Cheap or Good?

All three of them, there are several other knife brands out there that have their act together and offer quality products for affordable prices with fast, top notch customer service. Why can't Microtech speed up the process of their repairs? And this isn't anything new for them. They have been this way for several years now. Just face it Microtech is a bad business with no ethic or morals. Do I also have to bring up the many times when they have blatantly copied other manufacturer's designs?

 

[Marko3]

Yes, I do. I don't see the reason for him to lie.



If this was the case that still doesn't excuse them for taking an absurd 6 months to make a simple reparation.



Maybe because he doesn't have the tool for their stupid tri-wing crap screws? Also, I don't think he would have access to all the little internal parts either.



Now, you're just making asinine assumptions. Even if he was a jerk on the telephone that still wouldn't give Microtech the right to purposely hold off on his knife. And didn't you read the whole post. He was in contact with them once a month so if they had lost it in the shop I think they would have told him.



Are you insane? Since when is it the buyer's responsibility to research a company to decide weather they have their act together or not? Microtechs are not cheap. If I am buying a knife that expensive I expect top notch customer service.

.

All three of them, there are several other knife brands out there that have their act together and offer quality products for affordable prices with fast, top notch customer service. Why can't Microtech speed up the process of their repairs? And this isn't anything new for them. They have been this way for several years now. Just face it Microtech is a bad business with no ethic or morals. Do I also have to bring up the many times when they have blatantly copied other manufacturer's designs?

Obviously you don't like Microtech , But besides all the BS that has come with the brand. Have you ever held one ? Im not talking the OTF's but one of their folding knives ? The make a good knife, I always get a kick when people bitch about Microtech copying other brands. Who cares . Really most of the time they are making a vastly improved copy not or maybe its their way of paying back other companies for some perceived wrong . And think about this .. Have you seen all the Microtech rip-offs ? They have been getting ripped off for years. I don't think I have ever heard a whimper about that fact. Microtech is Microtech you love them or you don't. I don't think screaming to the roof tops is going to change anything . Up until this past move they did the warranty department was hitting on all cylinders . Everyone has their brand nothing wrong with that.

 

[Drew Riley]

For those saying that their customer service is free, you must be forgetting the $200 to $600 (average production prices) that you have to pay for a knife that should come flawless out of the box in the first place. Of course, I can understand that parts will eventually wear out or fail on a well used knife, and it's not out of the question to eventually need service.
That said, 5 to 6 months is EXTREMELY excessive, especially when talking about servicing a production model and even more so when making a common/simple repair.

I can't imagine that something like a screw, pivot or a spring replacement takes more than a few minutes, but let's say the average repair takes 2 hours. That's 4 repairs per 8 hour working day. 6 months is roughly 130 business days. Am I to conclude that there are 500+ knives in the queue at any given time?

I'm just thinking that if there are 6 months worth of repairs in front of every knife I buy, then maybe Microtechs aren't nearly as reliable/consistent as they'd like you to believe. Of course, it could just be that service and repair just simply isn't a priority at all.

 

[Clinto.]

This will be my final kick on this dead horse. So I'm going to wind up real good for it.

Microtech has had a year full of extenuating circumstances which has made their service lead time grow temporarily. With that being said, you can do one of the following:

A) Go on this wonderful forum and trash talk the bajeezus out of them.

B) Gather you pitch forks and torches and burn their factory down.

C) Realize they are having a year full of changes, set backs and improvements and FORGIVE them for their TEMPORARY situation.


I choose Option C.

They still make the best OTF in the world and among the best folders. They still answer their service line phone every time and respond to every email.

You are a perfectly fine person and can choose what ever option you like.

 

[Knifein]

C) Realize they are having a year full of changes, set backs and improvements and FORGIVE them for their TEMPORARY situation.

That's the thing though. They have ALWAYS been like this. Go back to threads from several years ago and you will hear so many horror stories about people having the same issues with their service. Their situation is far from temporary. It's always been like this.

 

[Knifein]

Obviously you don't like Microtech , But besides all the BS that has come with the brand. Have you ever held one ? Im not talking the OTF's but one of their folding knives ? The make a good knife, I always get a kick when people bitch about Microtech copying other brands. Who cares . Really most of the time they are making a vastly improved copy not or maybe its their way of paying back other companies for some perceived wrong . And think about this .. Have you seen all the Microtech rip-offs ? They have been getting ripped off for years. I don't think I have ever heard a whimper about that fact. Microtech is Microtech you love them or you don't.

I used to own an Ultratech back in the day. At first it was nice but after a few months the mechanism started to fail. I ended up selling it super cheap for parts. I have handled a few of their folders though. They seem like well made knives. But regardless of how well made their knives are, I still would not give a cent to a company with no ethics.

Now here is my quarrel with the whole "ripping off designs" thing. Microtech gets ripped off regularly no doubt, but they get ripped off by Chinese manufacturers that produce counterfeits. Most knife companies now a days do. This is understandable, the Chinese are notorious for making counterfeits. Now this is completely different from Microtech stealing designs from a company like Kershaw/ZT. Do you remember when they blatantly ripped off the ZT 0777? http://www.bladeforums.com/forums/showthread.php/901807-The-Original-0777

I don't think screaming to the roof tops is going to change anything.

Me neither, Microtech has been well aware of all the customer complaints for years but still refuses to get their act together. However screaming, will at least wake some people up and make them realize that Microtech is a bad company to buy from.

 

[gzb]

That's the thing though. They have ALWAYS been like this. Go back to threads from several years ago and you will hear so many horror stories about people having the same issues with their service. Their situation is far from temporary. It's always been like this.

Not really.

I've been collecting/using MTs since the '90s. As in 100+ knives.

In that time, have had only 3 warranty issues. And all were taken care of to my satisfaction within 6 weeks.
One was an EDC UT6 user over 10 years old with 1000's of cycles on it. The locks had finally worn out...

All came back *as new*, with a factory sharpened blade.

So your statement is incorrect Knifein. At least as far as my personal experience with them has been.

 

[KELAMA]

I have owned (& still own) several Microtech knives. The Tachyon 2 is an amazing bali, as are their OTF (especially the Ultratech & Troodon models)! I was given excellent customer service, the single time that I had an issue.

I honestly believe: if you treat the people who you are asking help from, both professionally & respectfully, more often than not, they will treat you in the same manner.

Clinto, Marko, & gzb: I agree with your sentiments completely. As for a couple of the other's here, not so much. Some people go through life with blinders on & live in their own delusional subjective World of tunnel vision. The glass is ALWAYS, half empty, & most everything out of their mouth is usually negative & vile; it must not be easy being these people! Thank God, that our pharmaceutical companies are coming up with helpful medications to help treat/improve these type of personality disorders. AND THANK GOD, BF, has an Ignore List!

Big Thumbs up to MT & to their future success! :thumbup:

 

[KELAMA]

As with any product you purchase, if it sucks right out of the box then you need to return it immediately to the place of purchase. Don't start threads about it waxing and waning on what you should do, don't take a poll, don't try and fix it yourself, don't stomp your feet and complain to no end. RETURN IT, PERIOD. How many threads do we see asking the same questions? Not just with this brand, but with every brand. Spyderco, Emerson, ZT etc. Buy what you like instead of trying to force something to be something that it clearly is not.

+1 :thumbup:
This comment should absolutely be a sticky for every member to read, PRIOR, to posting a negative thread about any knife company. I mean the fact that these redundant thread's continue to be beaten way beyond dead, is pretty sad, & says a lot about the type of people who always seem to be posting negativity.

 

[DB1967]

I do sympathize with your experience that Microtech's warrant service put you through, have never used their service personally so I can not speak from experience with them but I have had this very same situation with other knife, gun, cars, electronic, ect. manufacturers, it really seems that most companies today have such demand for their products and they are so short staffed with personnel that the turn around time for service is really suffering, for example on the other end of it try ordering a custom knife/gun today and see how long it will take, if you can have it in your hands within 6 months you would be doing backflips with excitement, most companies today are running between 6 months to 6 years, these kind of time frames just seem to be the norm for most manufactures out there not just Microtech, as others here have stated I really like Microtech's designs & products so I will continue to purchase them regardless of the time frame but thank you for sharing your experience.