Got to love Cold Steel's customer's service...

O

OldeWolf

BANNED
Feedback: +1 / =0 / -0
Joined
Jan 25, 2012
Messages
402
Got a defected CS Spartan knife. Emailed them about it. They said to ship it to them along with a tracking code. Done and done. Emailed them for an update and see what their opinion was about the knife after I saw online via tracking code that they received it and heard nothing. Silence.

That was two weeks ago. Great. Now what?

It's getting harder to think anything good about Cold Steel lately despite some interesting products they have for sale. Lets hope they replace or send me back that spartan knife some day...
 
Two weeks isn't exactly a long time for knife turn around. Also mail is slow right now (considering your in the US anyways). Wait it out, it could be a month.
 
How is the mail slow when it took only 2 days to get there from me to them? And two weeks of silence is a long time. Not a single "Hi, thank you for sending us the package. We will keep you updated when it's your turn. blah blah blah."

When I asked Eric of Swamp rat a little question, he went out of his way to answer despite the fact that everyone was emailing him about the limited edition RMD LE knife. That's customer service, one that Cold Steel should learn from.
 
Brand new and when I open it, there's a clicking feel and sound coming from the handle and blade and if you move it slowly forward, the blade literally slides forward making a clicking feel/noise. I've never seen that happen with any of my folding knives including my Raja II and Recon 1.
 
I'm not really one to defend Cold Steel, but they're a lot bigger company that deals with a lot more customers than Swamp Rat. IMO, two weeks isn't that long. Even some of the knife companies w/ the best CS can take that long or longer.

Why not call them?
 
I would be calling on a daily basis, not just for Cold Steel specifically but a lot of companies customer service via e-mail isn't great or speedy. Usually a return to store/seller for defective new product is faster and easier too. Hope you get a new one that is right soon.
 
Two weeks is not so bad. I sent a knife off to Canal Street Cutlery on Nov.22, arrived Nov.23 and have not heard a word back from them despite my monthly emailings. Which reminds me they are now due for my ever polite reminder.

In case anyone should read this post, a member of BF who works at Canal Street contacted me shortly after I posted this. He looked into the situation and my knife was in the shop this week, not sure if its finished yet but it is in the process. Thanks Eric.
 
Last edited:
I had an axe of theirs, that broke after only two throws. I contacted them via mail attaching a pic of the axe. They send me a new one, without wanting the defect one shipped to them first. I live in Denmark, and they said i shouldn't spend that much on shipping, they'd take my word for it that it must have had some kind of flaw.
So my experience with them was quite good. Was a few years ago though - things change.
 
I think it's still best to phone them. Cold steel's Email service is known as not so good. Maybe you can get a family member or a friend to do it for you?
 
I would recommend you get/use the relay interpreter w/ video phone. You sign to the AT+T interpreter, they talk to them, they sign the replies back to you virtually instantaneously. I am hard of hearing not deaf but in my business we get calls like this frequently, LIGHT YEARS better than the old TTY teletype machines, no more "GA" or "SKSK" as people who used them will remember.

ANyway good luck getting a refund/replacement.
 
Oh I do use VP (Video Phones) but for some weird reason, I just don't like it. I guess it has something to do with seeing a rely person in front of me being all human and that person is unable to be a human person towards me is a little weird as I'm trained to analyze behaviors and psychological reactions. I even got one in trouble (I think, as she was blushing trying to keep a straight face). English (writing) is my preferred mode of communication over ASL and speaking. *shrugs*

If push comes to shove, I will call them. After I email them a few more times.

Thanks guys for listening and giving suggestions. :)
 
You must log in or register to reply here.
Back
Top