How important is customer service?

Good customer service is an added expense in the purchase and is a cheap way to cover manufacturing errors. The same errors a good knifemaker would not make, and if made the knife would be sold as a second or scraped. 20% or more is added to the price so people with a bad product/lazy to maintain/just grumpy, could find their way out which is used for marketing later.
Why cheap way? Because majority of people who uses knives are capable to maintain and fix small things easily.
When the customer service is great, I avoid the product. Quality products don't need customer services. Of course shit happens and it's the duty of a maker to inspect the possibility. Mostly after inspection it's not the maker at fault. So the buyer should pay the expense of the inspection. And of course the maker should fix the issue in manufacturing to avoid the same possible problem.
A lot of liars today, on both sides.
 
I have had a bad customer service experience with Randall Made back in 23003.

Let me just say that they were unresponsive to the needs of an active duty Marine about to be deployed to Iraq.

I have written about it here in several threads.
 
I have not needed a lot of customer service yet. When I do, however, a company that goes out of their way to be just awesome and do me a good deed, like Buck did?
That leaves a very good taste in my mouth and instantly curries favor with me. I'd call it "above and beyond".

Victorinox is another one. For a big company like that, they care about making an old knife right and did well by me.

I do not expect it, though, when I buy a knife. I expect the worst, hope for the best. I am disappointed to hear of Spyderco's seemingly reluctant CS.
 
Poor customer service will absolutely move me away from a maker, brand, dealer etc. I had an experience with Bradford Knives that will likely surprise many on this forum, but it was an experience that has caused them to be a “no go” brand for me.

During 2020 I purchased 2 Guardian 3.0 knives after spotting a sweet deal. They were pretty nice knives, Bradford Knives is local to me so I was interested in supporting their business. During 2021 I purchased a Guardian 4.5 direct from their site. When I received the knife I noticed on the tang it looked like the grinder got away from whoever was finishing the knife as there were pretty deep and uneven grooves in the tang. To be fair, this in no way affects the performance of the knife, but for a knife in the mid $200s I expected better fit and finish. I went back and forth with the owner for a bit, and at the end of the day was told the knife was within their specifications. I had intentions of buying a 5.5 and 6.5 eventually, but needless to say I won’t be buying any knives from Bradford in the future. The experience soured me to the point that I really don’t get any joy carrying these knives, and I have absolutely zero pride in ownership of any of the 3 now. When I see someone posting their Bradford Knives in the various threads on this forum I just can’t hit that :thumbsup:. (I know it‘s petty). To top it off, the standard leather belt sheath that came with the knife fell apart after carrying for 1/2 day. Not an exaggeration…1/2 day. I paid extra for a custom sheath that was offered through their website, so at least I have a sheath that works but it also means I dumped more money into a system that really doesn’t interest me any longer.

Pictures for effect:

The 2 G 3.0s that got me started. These ones were ok - no complaints.

mP84C4x.jpg


This is the knife in question.

Ih3GLGS.jpg

Pictures of the “issue”:

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sl74Xy9.jpg

IHszCj5.jpg


Again: 1/2 day use and this was the condition of the standard leather belt sheath:

vfwLTX3.jpg


I don’t think my expectation for a better fit and finish were unreasonable. I don’t think many here would accept this as “within specifications”. (Am I wrong)? Had the owner taken care of it I wouldn’t have given it a second thought - just a one off that got through QC. I’d probably have picked up a G 5.5 by now too. It was the lack of customer service that has made this brand a “hard no” for me.

Ok, rant over.
 
For me customer service is defiantly important! but I personally have not had any problems because I always make sure to purchase from reputable dealers.

As for customer service from me, I usually am doing higher dollar customs, so I always have to help walk the customer through what they want (Sometimes the customer knows exactly what they want, and sometime they don't), and that can start months before I make the actual product. Thus far I have never had a customer have any problems with any of my products, and I always make it a point to tell them, if they ever have any problems to let me know and I will do what I can to make it right.
 
Never buy another Spyderco knife again. Love their success story…big fan of their knives…owned 18 of them. Needed a lost scale screw for a Gayle Bradley - lost it, entirely my fault & willing to pay. Emailed Spyderco twice: no response. Called Spyderco three times: wound up in voicemail hell with no response. After two weeks I finally was able to speak to a human…..and was told that they do not ship parts to customers,

I now own two Spyderco knives, only because they were gifts from family.

Customer service is important…..at least it is to me.
 
elde66 said:
Never buy another Spyderco knife again. Love their success story…big fan of their knives…owned 18 of them. Needed a lost scale screw for a Gayle Bradley - lost it, entirely my fault & willing to pay. Emailed Spyderco twice: no response. Called Spyderco three times: wound up in voicemail hell with no response. After two weeks I finally was able to speak to a human…..and was told that they do not ship parts to customers,

I now own two Spyderco knives, only because they were gifts from family.

Customer service is important…..at least it is to me.
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So different than my recent experience. I broke a pocket clip catching it at a crazy angle jumping off my bulldozer. I sent an email and heard back 2 days later. A person answered the phone when I called and I was promptly sent a new pocket clip with screws and a tube of loctite.
 
JoeBusic said:
If this is original sharpening than the work has more issues. That's a wire edge on the blade. A lot of neglect on this one.
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That's a pretty big assumption, based on a side-angle picture.

Looks just like normal dust or dirt on the edge to me, if that's what you're referring to.
 
I stopped looking at Microtech knives after the first dealing with their customer service. That was an obvious manufacturing defect of the blade coating and they exchanged the knife, but from correspondence with them I got the feeling that I now have to pray to them every day for doing this.
On the other hand, I received excellent service from Kershaw (KAI), CRKT and a very good from Spyderco.
All these are old stories from 10-15 years ago. I don't know how things are now.
 
Customer service is important to me. From most of the posts here, it seems that many had customer service issues after a problem occurred. I have been lucky in that I just have not had many issues over many years and many knives. I have found screws needed at local knife stores and hardware store. I had a positive/rapid response from Spyderco for a clip replacement.

I am disgusted by one knife company that has not responded to my emails regarding an order placed over a year ago. I don’t mind waiting, but lack of communication is infuriating and I will not be ordering anything further from them.

The customer service/communication experience I have had recently regarding purchasing with David Brown, CPK, and David Mary have been absolutely great.
 
Personally for me it depends on how much I'm going to spend on a knife or product. Cheap then I don't expect too much and if I get good customer service its a bonus, more expensive/expensive then I expect good customer service.

If I don't get it I'll let as many people know about it!!

Not knife but an example, I have a pair of Salomon hiking boots, reviewed them extensively and after 3 weeks of wear they have fallen apart, customer care is crap so I will post on various forums etc... and the 170 UK pounds they cost will pale into insignificance. My Meindls are excellent boots and I'd never recommend Salomon again. This is the same tactic I'd use with a knife company where I'd paid a good amount and got a crap product/service.
 
beeinak said:
So different than my recent experience. I broke a pocket clip catching it at a crazy angle jumping off my bulldozer. I sent an email and heard back 2 days later. A person answered the phone when I called and I was promptly sent a new pocket clip with screws and a tube of loctite.
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“Your mileage may vary” I guess.
 
I mean Perish!........ errrrrr Survive! have set the bar pretty hi.....well..... they have set a bar..... :D
 
I can count on one hand how many times in my life I needed it. Knives are generally a one and done transaction for me. I would venture to guess that most people taking regular advantage of warranty work are doing spa treatments and sharpenings. Knives from reputable manufacturers rarely break from a defect.
 
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