GEC repair of my Ben Hogan...5 weeks and counting.

[bdev]

Since many of you own GEC's, you might be interested in the following.
As I write this, the knife is still with GEC.

My Ben Hogan's blade, when opened, was canted to the left. The blade was straight so the problem had to be where the blade meets the spring. This is an as new in box knife that was never carried or used.

9/20/13...GEC received my Ben Hogan
10/4/13...I follow up with an email and was told they will try to get it out to me on Friday, 10/11/13.
10/23/13....no knife so I email once again.
10/24/13...response was that the spring was bent and the knife needs to be disassembled to be repaired.

Now....I know that it does take time to address repair issues but it sounds as if the knife wasn't even looked at until yesterday. Does it take 5 weeks to determine that my knife's spring is bent?

I had an issue with a Queen knife....sent it to Queen and got it back in 10 days. 10 days is the exception but it shouldn't take GEC 5 weeks to address a "factory defective" knife.

Just sayin'........frustrated. :dejection:

 

[deskil]

I understand your frustration, as I'm in s similar situation with Canal Street Cutlery. They're busy people and I have another knife or two I can carry, meanwhile. That's the way I look at it. Asking them what's taking so long won't help. Neither will posting here about it.
Simple repairs are usually pretty quick, but if they have to disassemble and rebuild your knife, three months isn't unusual. You'll get your knife back - one of these days.
Give some love to the knives that sit by themselves in the dark. Reconnect.

 

[Bloefield]

I hope you get it soon.

 

[akadave2]

Ive had 8 week repairs. It happens. If they get it to you soon it will be about par for most manufacturers I have dealt with. Queen had one of my knives for 2 weeks...and another, sent at the same time, closer to 2.5 months.

 

[jc57]

I've been lucky here so far that I haven't had to send any knives in for service to any vendor. I have a couple of Case knives that have some minor fit/finish issues but nothing I can't live with. Case advertises 6 to 8 weeks for repair turnaround so your experience with GEC is not too far off industry standards for repair times.

I appreciate your taking the time to share your customer service experience so far. Hopefully they will get it fixed and back out to you soon.

 

[Fred Sanford]

Have you picked up the phone and called them? Too many people rely on email these days. Not everyone (especially an old school knife company) spends tons of time on email. Sure corporate world folks might, but not everyone else that you might think.

 

[waynorth]

If they are not running that pattern, and don't have a spring, it may be a while. Getting a spring during production can cost $3-5 dollars. Making one lonesome spring can cost $100 easily. It has to be punched out which requires a finicky press set-up, then taken to heat treat (25 miles away), then fetched. Then cleaned, then fitted, rehafted etc. . .
What would you do?

 

[bdev]

Let me clear something up. I'm not complaining that it's taking GEC 5 weeks to repair my knife. I know there are probably other repairs on the table besides mine. I'm only saying that it shouldn't take 5 weeks to address what's wrong with it.

 

[Modoc ED]

Let me clear something up. I'm not complaining that it's taking GEC 5 weeks to repair my knife. I know there are probably other repairs on the table besides mine. I'm only saying that it shouldn't take 5 weeks to address what's wrong with it.

If you're not complaining, why did you start the thread?

 

[bdev]

If you're not complaining, why did you start the thread?

I started the thread because it bothered me that it took GEC 5 weeks to determine what was wrong with the knife.
Also....I wanted other GEC owners to know what to expect if they have to send a knife back for repair.

 

[mrrampro]

I have had only one knife out to service that I can remember, a Case Medium Stockman. The communication was nil and the wait was 6 weeks. But at the end my blade was returned with a new back spring and polish. I couldn't of been happier with the results. I hope your experience is like mine and that you are happy with the finished product!! Good luck!

 

[Modoc ED]

I started the thread because it bothered me that it took GEC 5 weeks to determine what was wrong with the knife.
Also....I wanted other GEC owners to know what to expect if they have to send a knife back for repair.

I don't think it is fair to judge GEC's turnaround time based on your knife. Every knife returned to GEC will require a different turnaround time based on the particular problem with the knife.

As to what to expect when a knife is returned to GEC - we know. We've been experiencing GEC returns/repairs since they began showing up on the net circa 2006.

 

[mrrampro]

Sorry I can't edit the previous post for some reason. I personally don't care why you started the post or if your complaining or not. I am just happy to talk knives!

 

[Bloefield]

I find the the original posters thread interesting.
I for one am not questioning why he posted it.

By the way, How else would someone judge a company's turn around if not by their own experience?

 

[Whitedog]

My first GEC 73 had to be returned to GEC. It sat on a desk for about 4 weeks. On return it was the same as when I sent it in. I did have to call on the phone before it was returned.

 

[Peregrin]

I think this one belongs in "FEEDBACK: The Good, The Bad, The Ugly!" Moving it there now.

 

[joeymoey]

I sent them a knife 3 months ago. Still waiting on that one. She didn't respond to my last email so i don't know what's going on with it anymore either. Its a 48 and i was really hoping they would have fixed it when they did this new batch of 48s. I guess was wrong.

They sure as heck figured out how to crank them out. How many new knives daily? 50? 75? 100? You would think they could take a few hours a week to fix customers already bought and paid for knives. With the more knives they make, the more will be sent back for warranty work. Eventually they are going to have to change the way they deal with warranty knives. How they deal with it now ( which is probably the exact same way they did it in 2009) just doesnt seem to be working anymore.

I just want my knife fixed. Please GEC? Please fix my knife this year?

 

[meako]

I started the thread because it bothered me that it took GEC 5 weeks to determine what was wrong with the knife.
Also....I wanted other GEC owners to know what to expect if they have to send a knife back for repair.

Lets not shy away from the word "complain" although it has a negative connotation it is euphemistically known as "feedback".
With a firm putting out the quality we have come to expect from GEC we should be prepared every once in a blue moon for a snarl up.
As a mate of mine says "good tools aren't cheap and cheap tools aren't good". Theres also the old "good things take time"
I'm sorry it had to be your knife -hopefully you will look back on this experience in hindsight and go "what was I worried about?"
I think you made a fair call to "complain" .
Furthermore-is it my imagination or has GEC production gone into overdrive just lately?

 

[Haze]

Are you really suggesting a production company doesn't have stuff like springs, liners, blades etc. on the shelf ready to go for just this sort of occasion ?

If they are not running that pattern, and don't have a spring, it may be a while. Getting a spring during production can cost $3-5 dollars. Making one lonesome spring can cost $100 easily. It has to be punched out which requires a finicky press set-up, then taken to heat treat (25 miles away), then fetched. Then cleaned, then fitted, rehafted etc. . .
What would you do?

 

[biglmbass]

Are you really suggesting a production company doesn't have stuff like springs, liners, blades etc. on the shelf ready to go for just this sort of occasion ?

I realize that's not addressed to me, but I was/am thinking along the same lines. If they don't have spare parts in bins, it would sure make good business sense to start putting some back.