How is SOG's Customer Service?

[IGotStabbed]

I just bought a rather expensive folder- in fact their highest MSRP folder and it came rattling like a toy.

There is a metal pin and the end of the handle to stop the blade at open position, this pin seems to be too short for its housing and it rattles every time I turn the knife. This is absolutely unacceptable, and I'm not even mentioning the up and down blade play.

I emailed SOG Friday. So how is their customer service, do I have hope of getting this fixed?

 

[blackfeetmageet]

Dont hold your breath. SOG's customer service absolutely sucks.

I just had to deal with them. My knife is still at their warrantee dep. I went through about a month of nonesense and they are not going to fix my knife. My knife was a FLash 2 that came rattling right out of the box.

your thread sounds like an echo of my previous ones.

If you can, just save yourself some time and return the knife to your dealer.

Who knows, maybe you will be treated better since your knife was more expensive than mine, but either way their customer service is horrible.

You can read my previous threads if you want to learn exactly what I went through.

Called "SOG Flash 2: Pending Happyness" and Another follow up thread called something like, "whoever is in charge, can you help me"

Good luck man, seriously try and return the knife. Lindsay at Sog's warrantee dep souds very nice over the phone, but once she looks over your knife she will just tell you it is fine and that they will be sending it back.

 

[KiloGolf92]

Honestly, I've heard alot of bad things about SOG's cs. It really is kind of sad, because all of my SOG knives are performing fine (so far). Every time I buy one online I'm nervous about it until it arrives at my door. There is always a sigh of relief when I realize that my particular knife is functioning well...

 

[WalterDavis]

I just bought a rather expensive folder- in fact their highest MSRP folder and it came rattling like a toy.

There is a metal pin and the end of the handle to stop the blade at open position, this pin seems to be too short for its housing and it rattles every time I turn the knife. This is absolutely unacceptable, and I'm not even mentioning the up and down blade play.

I emailed SOG Friday. So how is their customer service, do I have hope of getting this fixed?

The pin that's rattling is probably supposed to have some movement. If it's loose enough to roll around, it keeps it from developing a flat spot where the blade contacts it (that's a tidbit of useless info I picked up somewhere, but I'm not sure where). Sog may not want to 'fix' it, as it will shorten the lifespan of the folder. About the blade play, though, I don't know. I'd be more worried about that. However, I'd think that they'd get on top of fixing their top-of-the-line stuff ASAP. Shoot the mod here (Chris@SOG is his username) an email, and he should be able to help you out:thumbup:

 

[blackfeetmageet]

The rattling that I was refering to was from vertical blade play. ANd I contacted Chris, he said he would try to help me about 5 days ago. Still no word from him or lindsay at the warrantee dep.

 

[IGotStabbed]

Aside from the rattling, the blade play, the blade also crashes into the clip end inside the handle, and it dents the blade. All this from a folder that SOG wants $165 for.

This was my first SOG, I would say my last, for their folders at least.

 

[johnu2]

Dude don't jump to conclusions so fast.. see how they respond first. Contact Chris if it's not resolved to your satisfaction. He can be a bit slow but he usually fixes any issues

 

[blackfeetmageet]

Dude don't jump to conclusions so fast.. so how they respond first. Contact Chris if it's not resolved to your satisfaction. He can be a bit slow but he usually fixes any issues

I dont know who you are talking to, but I have not jumped to any conclusions and I can say for certain tha SOG's customer service is the worst I have ever expereinced in my life. Worse even than insurance companies.

 

[johnu2]

I was referring to IGotStabbed. SOG hasn't responded to his problem yet. I'd be pretty surprised if they just ignore his problem

 

[blackfeetmageet]

I was referring to IGotStabbed. SOG hasn't responded to his problem yet. I'd be pretty surprised if they just ignore his problem

Igotstabbed -you should probably just call them if they dont reply. Lindsay is very good at answering warrantee calls and she is usualy not too busy to answer you. She gave me an email to contact her at -it was warrantee@sogknives.com (or something similar) and incoming emails to the address were automaticaly blocked.

I would stick to the phone and try contacting Chris.

 

[nutz_about_knives]

Aside from the rattling, the blade play, the blade also crashes into the clip end inside the handle, and it dents the blade. All this from a folder that SOG wants $165 for.

This was my first SOG, I would say my last, for their folders at least.

Your problem seems to be a similar problem to that as the thread: "SOG Warrenty is the Worse". I think SOG said that he would pass the word along to the manufacturing or engineering department. Seems like a design flaw and you should get a replacement.

See chris's reply:

The reason that I have not responded or stepped in is that I was out of country at a trade show for the past week.

Yes, that is an unacceptable repair for the knife. It should not be hitting the back spacer and it should have been repaired properly when he sent the knife in. I can not speak for the people involved but it must have been an oversight or someone was having a bad day. Yes, everyone that works here is human and sometimes may make a mistake. I will discuss this with warranty and engineering and see find out what I can about the situation.

 

[IGotStabbed]

The warranty department emailed me back. She told me the pin is suppose to be like that to reduce wear. This makes sense, but I wish they figured out a way to make it less noisy. Either way I am retuning it to the dealer.