AFAustin
Gold Member
- Joined
- Jun 8, 2004
- Messages
- 2,505
Recently I bought a Case Copperlock (the full-size, 4/1/4" model) in goldenrod jigged bone. I liked the knife---it was very comfortable in hand and the wide blade was perfect for a thinned out slicing edge. I also thought the goldenrod jigged bone and silver script were well done and attractive. Two things bugged me a little, though: the blade was not well centered (not rubbing the liners, but close); and it had some vertical blade play. I had never sent a knife back to Case pursuant to their liberal warranty, but had read good things about it here, and so I decided to give it a try.
I received the knife back about 3 weeks from when I had mailed it off, which seemed quite prompt to me. The good news is that the blade was now very well centered. The bad news is that there was still some blade play. The movement was fairly modest, but still noticeable, and there was no explanation from Case as to why the issue remained.
Honestly, I was just going to live with it, and move on. But then I picked up the brochure that Case included in the package, and I read it. It contained numerous letters written to Case over the years, from owners who described their great experiences with Case knives. It also emphasized how serious Case is about quality, attention to detail, customer service, etc. I guess it motivated me to do one last thing. I didn't intend to send the knife in again, but I decided I'd write a letter to Case describing my"mediocre" experience---one defect fixed, but the second not, and no explanation at all. The brochure, by the way, had mentioned that Case "reads every letter", so I thought maybe at least they'd read mine.
What followed is a great testament to Case customer service and to Ron Adams, Case's Quality Manager. A few days after I mailed the letter, I received an e-mail from Ron, apologizing and asking for the chance to make things right. He arranged for UPS to pick up the knife from me and return it to his attention. Once he received it, he looked at it and had several of his repair guys do the same. He then personally called me with an update. He said that the modest amount of blade play was within their normal acceptable limits, but that he would still see if it could be improved. (As for blade play in lockbacks, much has been written on the subject, but I told Ron what my personal experience has been: the majority of lockbacks I've owned have had solid lockup, although a sizeable minority---maybe 1/3---have had some blade play; and the 2 other Case lockbacks I own at the moment have none).
Ron followed through by giving the knife to his most experienced repair tech, who broke it down and reassembled it with hand picked parts which resulted in a further reduction in the blade play. I now have this nice knife back in hand and, while it still has a very small amount of play, I can happily live with it.
Moreover, throughout this whole process, Ron Adams could not have been nicer or more attentive. I wasn't even expecting a reply to my letter---I really just wrote it to get it off my chest. But what a reply I got---I never would have expected this level of customer service.
I asked Ron if he would mind my posting about this experience and his involvement, and he graciously agreed. I am glad to do so, because I firmly believe if you are willing to complain when something goes wrong, you should be just as ready to praise when things go right.
So, thanks, Ron, and thanks, Case. You went above and beyond the call of duty, and I appreciate it.
Andrew
I received the knife back about 3 weeks from when I had mailed it off, which seemed quite prompt to me. The good news is that the blade was now very well centered. The bad news is that there was still some blade play. The movement was fairly modest, but still noticeable, and there was no explanation from Case as to why the issue remained.
Honestly, I was just going to live with it, and move on. But then I picked up the brochure that Case included in the package, and I read it. It contained numerous letters written to Case over the years, from owners who described their great experiences with Case knives. It also emphasized how serious Case is about quality, attention to detail, customer service, etc. I guess it motivated me to do one last thing. I didn't intend to send the knife in again, but I decided I'd write a letter to Case describing my"mediocre" experience---one defect fixed, but the second not, and no explanation at all. The brochure, by the way, had mentioned that Case "reads every letter", so I thought maybe at least they'd read mine.
What followed is a great testament to Case customer service and to Ron Adams, Case's Quality Manager. A few days after I mailed the letter, I received an e-mail from Ron, apologizing and asking for the chance to make things right. He arranged for UPS to pick up the knife from me and return it to his attention. Once he received it, he looked at it and had several of his repair guys do the same. He then personally called me with an update. He said that the modest amount of blade play was within their normal acceptable limits, but that he would still see if it could be improved. (As for blade play in lockbacks, much has been written on the subject, but I told Ron what my personal experience has been: the majority of lockbacks I've owned have had solid lockup, although a sizeable minority---maybe 1/3---have had some blade play; and the 2 other Case lockbacks I own at the moment have none).
Ron followed through by giving the knife to his most experienced repair tech, who broke it down and reassembled it with hand picked parts which resulted in a further reduction in the blade play. I now have this nice knife back in hand and, while it still has a very small amount of play, I can happily live with it.
Moreover, throughout this whole process, Ron Adams could not have been nicer or more attentive. I wasn't even expecting a reply to my letter---I really just wrote it to get it off my chest. But what a reply I got---I never would have expected this level of customer service.
I asked Ron if he would mind my posting about this experience and his involvement, and he graciously agreed. I am glad to do so, because I firmly believe if you are willing to complain when something goes wrong, you should be just as ready to praise when things go right.
So, thanks, Ron, and thanks, Case. You went above and beyond the call of duty, and I appreciate it.
Andrew
Well done Case :thumbup: