How hard is it to get Emerson to ship replacement parts ?

C

chipdouglas

Joined
Nov 26, 2009
Messages
415
Have some of you ever ordered parts from EKI ?

I'm trying to get a L shaped spacer for my Super CQC7. Maybe they're out of town or something, but it's taking long for them to answer back.
 
Did you call them? Here is their info.


ERNEST EMERSON
Emerson Knives, Inc.
P.O. Box 4180
Torrance, CA 90510-4180

Phone: 310.212.7455
Fax: 310.212.7289
 
call 'em, & they are very helpfull and fast to work with.

email is not the way to correspond with them, its hit or miss, i have em'd them and got an answer the next day, and em'd 'em and never heard back lol.

i was told they get a lotta email daily and also a lotta spam and only have a limited # of folks to deal with it all and sometimes it can get lost/blocked/etc.
 
SIFU1A said:
call 'em, & they are very helpfull and fast to work with.

email is not the way to correspond with them, its hit or miss, i have em'd them and got an answer the next day, and em'd 'em and never heard back lol.

i was told they get a lotta email daily and also a lotta spam and only have a limited # of folks to deal with it all and sometimes it can get lost/blocked/etc.
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Slow response times for me 2.
spam is not an excuse as far as I go. If you have spam, deal with it. there's lots of good solutions out there. Limited nr. of people: increase your employees..
lost email? that's nr. 1 lame excuse for not wanting to respond... come on... lost email :) yeah, maybe once in a thousand times...
 
SIFU1A said:
call 'em, & they are very helpfull and fast to work with.

email is not the way to correspond with them, its hit or miss, i have em'd them and got an answer the next day, and em'd 'em and never heard back lol.

i was told they get a lotta email daily and also a lotta spam and only have a limited # of folks to deal with it all and sometimes it can get lost/blocked/etc.
Click to expand...

Yep I'll give them a call on Monday.

Do you think all parts of all models are easily available ? I'd guess so.
 
This really burns me up. I've been trying to get a replacement part for me super cqc7. I've emailed EKI, then faxed in my request and nothing ! I've purchased 9 of their knives and this is the consideration I'm given ?

Unless there'S a very good reason they haven't gotten back to me after 2 weeks, I'm declaring their customer service to be below mediocre. This is totally unacceptable, and what's more, I'm not even asking to get the part for free--I'll pay darn it.

I really DO NOT get the whole idea how Ernie Emerson runs his business. Now, it's not very nice of me to go public about this but then what am I supposed to do think.
 
chipdouglas said:
This really burns me up. I've been trying to get a replacement part for me super cqc7. I've emailed EKI, then faxed in my request and nothing ! I've purchased 9 of their knives and this is the consideration I'm given ?

Unless there'S a very good reason they haven't gotten back to me after 2 weeks, I'm declaring their customer service to be below mediocre. This is totally unacceptable, and what's more, I'm not even asking to get the part for free--I'll pay darn it.

I really DO NOT get the whole idea how Ernie Emerson runs his business. Now, it's not very nice of me to go public about this but then what am I supposed to do think.
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Did you even bother to pick up the phone and call them?? :rolleyes: I don't think you have any reason to complain if you can't even bother to make a phone call....... And whenever I have emailed them, I have a response within a day.... Did you check your spam folder to see if an email possibly went there by mistake?
 
cevtv said:
Did you even bother to pick up the phone and call them?? :rolleyes: I don't think you have any reason to complain if you can't even bother to make a phone call....... And whenever I have emailed them, I have a response within a day.... Did you check your spam folder to see if an email possibly went there by mistake?
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I haven't call them yet. I thought an email would do it, and then a fax is pretty close to a phone call. I understand that it is usually best to call, but then they provide an email address and we're in 2010 so I figured it should work and is much more convenient for both of us. You bet I've checked my spam folder--I do daily.

EKI has a bad rep regarding customer service and I can attest to that. I wish I could say otherwise, I really honestly do.

I've emailed Cold Steel at noon today regarding blade play on my brand new Ti Lite--10 minutes afterwards I received en email response--now that's customer service, that is, they pay someone to do this. So far as EKI, I've sent them about 5 emails within the last 2 weeks. I need a replacement part and I'm going to pay for it, and they don't want to sell it to me ? What's going on ?

If this continues, then I'm getting rid of all 9 of my EKI knives soon. I'll simply replace them with knives from a company that offers better customer service.

If the only way to reach them is through a phone call, then it is inconvient. I don't understand why this is taking so long, as I've heard they were reliable by a few on here.
 
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chipdouglas said:
I haven't call them yet. I thought an email would do it, and then a fax is pretty close to a phone call. I understand that it is usually best to call, but then they provide an email address and we're in 2010 so I figured it should work and is much more convenient for both of us. You bet I've checked my spam folder--I do daily.

EKI has a bad rep regarding customer service and I can attest to that. I wish I could say otherwise, I really honestly do.

I've emailed Cold Steel at noon today regarding blade play on my brand new Ti Lite--10 minutes afterwards I received en email response--now that's customer service, that is, they pay someone to do this. So far as EKI, I've sent them about 5 emails within the last 2 weeks. I need a replacement part and I'm going to pay for it, and they don't want to sell it to me ? What's going on ?

If this continues, then I'm getting rid of all 9 of my EKI knives soon. I'll simply replace them with knives from a company that offers better customer service.

If the only way to reach them is through a phone call, then it is inconvient. I don't understand why this is taking so long, as I've heard they were reliable by a few on here.
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To say that Emerson has a bad rep for customer service is just plain ignorant. You obviously have no idea what you are talking about. Calling is inconvenient?? :jerkit: It sounds to me that you are either just too lazy to actually call them, or you already know the answer to the question of selling parts...... Nowhere do they say they will sell you parts. They WILL repair the knife....oh wait, it's probably too inconvenient to send it in to them for a warranty repair.......:rolleyes: Bashing Emerson's customer service because you won't be bothered with picking up a telephone is really making you come across as a troll. Go ahead and replace your Emersons with Cold Steel/Steal junk-you obviously can't tell the difference in quality anyway. :barf:
 
cevtv said:
To say that Emerson has a bad rep for customer service is just plain ignorant. You obviously have no idea what you are talking about. Calling is inconvenient?? :jerkit: It sounds to me that you are either just too lazy to actually call them, or you already know the answer to the question of selling parts...... Nowhere do they say they will sell you parts. They WILL repair the knife....oh wait, it's probably too inconvenient to send it in to them for a warranty repair.......:rolleyes: Bashing Emerson's customer service because you won't be bothered with picking up a telephone is really making you come across as a troll. Go ahead and replace your Emersons with Cold Steel/Steal junk-you obviously can't tell the difference in quality anyway. :barf:
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A troll ? I didn't think of it that way. While it wasn't said anywhere they'd sell me parts, I wonder why they can't send it to me--quite frankly, replacing this is something a 5 year-old kid could do. I find it is much easier for them to send that part to me than the reverse--if they fail to see the logic in this, then I rest my case.

I'm not going to replace my EKI knives with Cold Steel knives. I do like Emerson knives a lot, otherwise I wouldn't have bought 9 of their knives, but then many do not understand why EKI is asking a premium for their knives. Maybe you do ?

It's usually more convenient for me to email nowadays--many do feel this way too. However I'll give them a call and find out what's going on. However, I wonder why they can't tell me by email if they won't sell me parts ?

I posted this initially to find out whether others have had this issue. Maybe some have but they prefer not to go public about it--I should've done the same.
 
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Just to show you I'm not insincere, EKI replied to me yesterday. I'll get my replacement part, but will have to pay for it and that's ok to me, as this isn't expensive stuff to begin with.
 
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