Hogue Knives customer service!

Monofletch

Monofletch

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I have a new Hogue knife that had a minor issue and needed to be sent back. I contacted Hogue through their website. Within a few hours I had an email reply from a rep. He determined that my knife needed to be returned and told me a label will be sent. An hour or so later a UPS label was in my inbox.
They received my knife and serviced it the same day (yesterday). Now I have an invoice for the return shipping .... also the same day it was received!
The knife is on it’s way back, so I don’t know if they fixed it (I am sure they did). One of the highlights of this whole transaction is I received reply emails sometimes within minutes! The CS rep was kind an courteous as expected. He sent me updates at every stage of this process.
This transaction is not complete- but I am guessing the outcome will be excellent. I will follow up when my knife arrives.
So far my experience with Hogue is excellent. And I will update this post when my knife arrives.
 
Hogue knives are high quality and often overlooked. Loved my EX02...might need to pick up another. :)
 
I sent it in for slight vertical blade play. If you hold the knife in one hand then pinch the tip of the blade with your thumb and pointer finger there is enough play that it is concerning. Especially in a $200+ knife! They said, “Can’t find anything wrong with it”. They “tuned” and sharpened it and sent it back.
Just some info.. the knife in question is brand new in the box. Never been carried. I also own 2 other Hogues - EX04 and EX01 that are rock solid with no play at all.
 
Monofletch said:
I have a new Hogue knife that had a minor issue and needed to be sent back. I contacted Hogue through their website. Within a few hours I had an email reply from a rep. He determined that my knife needed to be returned and told me a label will be sent. An hour or so later a UPS label was in my inbox.
They received my knife and serviced it the same day (yesterday). Now I have an invoice for the return shipping .... also the same day it was received!
The knife is on it’s way back, so I don’t know if they fixed it (I am sure they did). One of the highlights of this whole transaction is I received reply emails sometimes within minutes! The CS rep was kind an courteous as expected. He sent me updates at every stage of this process.
This transaction is not complete- but I am guessing the outcome will be excellent. I will follow up when my knife arrives.
So far my experience with Hogue is excellent. And I will update this post when my knife arrives.
Click to expand...

Hogue knives is possibly the most underrated and undervalued knife company out there right now. They have some of the best edges I’ve ever seen. They all came mirror polished.

I also saw a video of their factory. They look like they are doing amazing things there.

Honestly I think the main thing holding them back is their designs. Most of them have been sort of “meh” imho. They need a blowout design with their trademark quality to put their name in people’s mouths.
 
I didn’t have to crank on the blade to get the vertical play. There was no side to side, just up and down. I tightened the pivot and still got it.
 
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I may be wrong, but at that price point everything should be better than that.
I have read that button locks have a “break in” period. I have owned SEVERAL button locks that were absolutely beautiful out of the box.
 
I'm not sure I understand. :confused: Is the problem still there ( "they couldn't find anything wrong") ? If so , I'm unimpressed with their QC and CS. :(
 
Update!
I took this EX01 apart this morning. I figure what do I got to lose!
There is really nothing to it on the inside. I checked the lock interfaces for flaws or imperfections. Nothing looked out of sorts. Re assembled it and still had the vertical play.
Took it apart again. Reversed the pivot and stop pin. Re assembled it again..... what do ya know- no blade play and rock solid lock up. I am not sure why Hogue didn’t do this when they had it. It only took about 10 minutes total. The difference is night and day!! Now it is a $200 knife! (That is if it remains solid).
 
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