Bad Hogue knife and service

mitch13

mitch13

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on the 2/2/20. I got my hogue out of the cupboard, looked at it, thought big scratch? No it's a crack all the way through from thumb stud to jimping, I don't abuse my knives
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Oh shit what do I do? I took the above pictures and sent an email on 2/2. Stating I think it's a warranty issue and what can we do about it.

6/2/20 received an email from customer service, stating they would happily change the blade and if I email my details, they would provide a free return shipping label.
Replied on 6/2 and provided details.

9/2 No response so I contacted advising sent my details on 6/2 and reforwarded details.

23/2 Still nothing, so sent another email. I know they are going to the right address. As I received an immediate reply from the company stating the person I was dealing with was on leave till 25/2.

3/3/20 Sent another email
4/3/20 As of 10am today still nothing

If someone had of contacted me asap. I would have sent it back at my expense, as of now it's just an expensive paperweight.
I have read some positive reviews on this forum but for me I feel like I've been put in the too hard basket. Or he's outside the US , Ignore him.
There's not much I can do I guess
BUT what I can do is inform all the knife collectors I know so it doesn't happen to them. In 20+ years of knife collecting I've never had such a bad blade failure or poor service.
Mitch
 
Yes, give them a call. I've found that speaking to people generated far better (and quicker) results. Let us know how that goes.
 
jux t said:
I don’t think the OP should have to call, though it may reach someone more quickly. Once you go that route, you have no record of agreements made.
Click to expand...
Agreed
It wasn't that I didn't get a response. It's that after initial response all contact dried up.
I do prefer it in writing espically being in another country.
I have sent another email today to the general email address, rather than the individual. Someone else might pick up and run with it, you never know.
 
jux t said:
I don’t think the OP should have to call, though it may reach someone more quickly. Once you go that route, you have no record of agreements made.
Click to expand...

While he shouldn't have to call, he is not getting the desired results through Email, so it is time to try something different. This is a pretty simple matter and shouldn't require a lot of records. They just need to tell him to send it in at their costs or his, then replace the blade. There isn't much doubt it is a warranty item. This happens all the time. I have had 2 crack from 2 different manufacturers
I see he is trying a different Email address and that's fine also, but if it doesn't work I would make the call.
 
I would see that happen quite often at work. Once the incoming email is routed to a specific CS member, all future emails from the exact same email address that was originally sent get automatically routed by computer to the same CS member. This will continue until the case is closed, and at that point it will again be reset and return to the luck of the draw.

The best way to receive a new CS member and response to the issue is to send another email using a different email address and start new again.

I’m not sure why another CS member or members are not covering for the original member on leave or why they would even tell you that information, that’s unusual. It is what it is I suppose.

Best of luck to you.
 
At a certain point in any negotiations, good or bad, a phone call either helps solve the problem or let’s you know where you stand. Is nothing to ask for an email at the end of the conversation confirming the details. Whether you should have to call or not, a different argument, but this case seems OP fell thru the cracks due to an employee’s absence or dropping the ball an a call couldn’t hurt.
 
Update,

Received a reply this morning.
From the person I had been dealing with, apologising for delay & that as I am in Australia more complicated and working with supervisors to work out best option .
I replied acknowledging this, also that I am willing to ship at my expense.

Let's see what happens.
 
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