I was given a Gerber Instant folding knife back in October. Great knife but the pocket clip snapped off when getting snagged on a shelf at Walmart. The pocket clip has a hole in the middle of it to access one of the screws. Right where the weak spot is and where it snapped off. I called and talked to Gerber's warranty Dept. They said that they've had lots of complaints about the pocket clip and that they had to re-design it. They said that I would have to send my knife back in to be replaced with one of their newer models because they no longer have the older style pocket clips. The newer models have a wider/thicker pocket clip. I went ahead and sent my Instant back in costing me about $7 postage. The turn around service was quick. About 10 days, but to my dismay, they sent back my old knife with the old style pocket clip. No problem I thought. The next week I was out horseback riding when I got up on my horse the pocket clip bent right at the hole. Later I removed the clip and tried to bend it back into position but it again snapped off at the hole. Ok. Here we go.....
I contacted Gerber warranty again. They apologized and told me to keep my knife and that they would send me a new model from Tennessee. The person I spoke with (Kyle), said he would personally see that it was shipped to me. 3 weeks pass. No knife. I call again and am put on hold for a few minutes. The person I spoke with said he would now send out a pre-paid package and that I was to ship my knife to them and then they would ship a new one back to me. Weeks later....no pre paid package.
November 25. I try contacting Gerber. No answer. I left a message at warranty's voicemail 26, 27, December 2, and the 3rd. Still no reply. Finally I get through to the receptionist on Dec 4. She says they are short handed but she can patch me over to Warranty. No answer at warranty. I try calling several extension #'s just trying to reach anyone. No answer. I'm giving them one more week.
Poor execution on behalf of Gerber. If they don't come through with help in the next week, I'll be paying them a visit in January while I'm in Portland on business.
I contacted Gerber warranty again. They apologized and told me to keep my knife and that they would send me a new model from Tennessee. The person I spoke with (Kyle), said he would personally see that it was shipped to me. 3 weeks pass. No knife. I call again and am put on hold for a few minutes. The person I spoke with said he would now send out a pre-paid package and that I was to ship my knife to them and then they would ship a new one back to me. Weeks later....no pre paid package.
November 25. I try contacting Gerber. No answer. I left a message at warranty's voicemail 26, 27, December 2, and the 3rd. Still no reply. Finally I get through to the receptionist on Dec 4. She says they are short handed but she can patch me over to Warranty. No answer at warranty. I try calling several extension #'s just trying to reach anyone. No answer. I'm giving them one more week.
Poor execution on behalf of Gerber. If they don't come through with help in the next week, I'll be paying them a visit in January while I'm in Portland on business.
