How long would you wait?

JD Mandrell

JD Mandrell

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Apr 20, 2001
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How long would you guys feel is long enough to wait on a knife you sent in for factory service?

After 3 weeks, I was told the knife would be in the mail back to me on a certain date. 22 days past that date and no knife has arrived and repeated attempts at learning the status of the knife go unanswered for days and when they are answered the information is so vague I learn nothing.

How long would you wait before you get irritated?
 
I would be enraged already! Courtesy should be part of Quality. I am much more prone to patience when treated like my concerns are being addressed. It doesn't sound like this is how you are being treated.
 
I'd probably be irritated already...BUT, I also know that things often take longer than predicted so...sh*t happens. However, your attempts to contact them and get teh info you rquire should have certainly been answered by now and you should keep trying until you get what you need. Until you get your knife....Good luck...R
 
I would have been down right ornery by now.

Tell them that you have a lot of friends waiting to hear how this turns out before they decide whether to purchase one of this companies knives. If you don't get an acceptable response, let us know the name of company that we should be avoiding doing business with.
 
SOG was extremely fast in repairing my Twitch II, and for free to boot! They sent me an email when they received the knife, and while they didn't send me an email with the information that they sent it to me, everything else was perfect! Call the company and ask whats up, and be sure to talk to a manager and get a service order number for your knife. If they don't have one for you, make them find your knife.
 
Thanks, guys I wasn't sure if it's just me being impatient or if this was truly a problem. If someone there would just give me some real info' as to the status of the knife I would be happy. Instead it's always vague with promises of getting me more information and then nothing until I contact them again after waiting 3-4 days and then it starts all over again.

This has been the first time I have had this problem with a knife company, in the past I have sent knives to Buck and Benchmade both (neither are involved with this situation) and had the knife back in my hands in under 14 days, this is going on 50 days.

I'm really disappointed with this.
 
It sounds like no one wants to find which shelf they misplaced your knife on. That's the trouble with email -- you get a blank answer from whoever's at the keyboard, not necessarily who's supposed to be on the job fixing your knife.
 
While missing a promised delivery date, I think it depends on the company that you're dealing with.

For example, when CRK tells you that your knife will be returned on a certain date ~ it's there (within a day or two). Yet, there are other companies, and I won't mention names, that make delivery promises and it's like betting on a wish.

In a nutshell, there are reputable companies that consistently meet delivery promises, but do experience a periodic slippage from-time-to-time, which is unfortunate.




It's human nature to become aggravated when things go right, especially when others have made, what seems to be, concrete commitments.

But, what does it accomplish, besides, elevating your blood pressure, giving you indigestion, etc. ?

It accomplishes nothing.

You can stomp your feet, scream, yell, call them every hour, shoot them 10+ e-mails per day, and pee on their front door step.

Again, what does it accomplish?

While these actions seem to relieve some anguish ~ in reality ~ it accomplishes nothing.



The knife waiting game is painful sometimes.


As mentioned already, give them a call. Remember, the person that you're talking to probably knows nothing about the status of your knife ~ and is in a position to assist you. A ticked off person that is trying to assist ~ is no help ~ but can compound your wait ! ;)
 
Esav Benyamin said:
It sounds like no one wants to find which shelf they misplaced your knife on. That's the trouble with email -- you get a blank answer from whoever's at the keyboard, not necessarily who's supposed to be on the job fixing your knife.
Click to expand...

That's just it, the person I am e-mailing with is the owner of the company. You would think they would be able to get something dealt with.

??????????
 
I had a knife go back for a major touch up. It was needing several scratches removed from the blade and one from the handle. It also needed a chip taken off from the handle overlay. Finally, the thumb stud which was worn needed re anodized.

This knife went from Ireland to US and back with the job completed in 13 days. I estimated (to be careful) 6 days in the post. Although that job was done in a super quick time, in my opinion, it still emphasizes how slow your case is.

I think too, that you should push hard for an answer now on a completion date. If you've no satisfaction then, like said by KM, it is only right that others should be warned of this poor customer service.

I do, however, hope that it's resolved quickly :)

Mark.
 
I would be annoyed. I would email them and say: Hey! Camillus! Get me my knife! (Aw damn there I go grinding my own ax, sorry. or not.)
 
Years and years ago, a customer brought a Puma in to me to be sent off for repair. TWO YEARS LATER, the knife arrived back to us in new condition and no charge. That's a fact, jack!
 
I would be annoyed with not getting replies to my emails. I sent a knife to Buck and got it back in a resonable amount of time. I also sent a knife to Queen. It did take a while to get it back but they did a superb job on honoring my request for repair. Good luck LC.
Scott
 
Razorback - Knives said:
I would be annoyed with not getting replies to my emails. I sent a knife to Buck and got it back in a resonable amount of time. I also sent a knife to Queen. It did take a while to get it back but they did a superb job on honoring my request for repair. Good luck LC.
Scott
Click to expand...

Thanks Scott, Queen is another company that I have had great service from, they replaced the blade in my D2 Mountain Man after the tip broke off, from the day I mailed it to the day it was back in my hands...8 days total turnaround time.

It's frustrating, I know for a fact that this company has arranged an express mail shipment of knives to someone halfway across the country overnight, yet I can't even get an answer as to where mine is for over 3 weeks now.

:thumbdn:
 
What I would do is contact someone high up on the corporate ladder. Do some sleuthing if necessary to get contact information.

A CEO or VP represents the company in some respects. If they tell you to go pound sand it makes the whole company look bad. If you get a response I'm sure they'll make it right and perhaps even try to fix the way the business works.
 
Ryan8 said:
What I would do is contact someone high up on the corporate ladder. Do some sleuthing if necessary to get contact information.
Click to expand...

The Last Confederate did mention that he was talking to the owner of the company. I don't know how much higher up the corporate ladder you can go.
 
Well, if the very owner of that company doesn't care, it's appropriate to reveal whom we're talking about here. Not necessarily because they haven't shipped it back to you yet, but because of the considerable communication problems.
 
Quiet Storm said:
Well, if the very owner of that company doesn't care, it's appropriate to reveal whom we're talking about here. Not necessarily because they haven't shipped it back to you yet, but because of the considerable communication problems.
Click to expand...

I am honestly hoping not to have to do that, this company has a somewhat devoted and vocal following. It will almost definitely start a flame war and probably garantee that I never get my knife. My last contact with the owner was 3 days ago, promising that the person who handles their customer service would contact me that day. As of now they have not. I am going to make him aware of it in the morning and again request that I be given some idea of the status of my knife.
 
Wow do you have some serious patience. I can understand things happening but to recieve all of the "vague" half answer would drive me over the edge. I have waited 4 months on a knife repair before but they were clear about how back logged they were and honestly didn't give me a date to expect it back, that I can live with.

I hope things get straightened out shortly for you. I know you don't want to start a flame war but if the the owner of the company can't get better information that what you got I really don't want to do business with them. A company's customer service plays a significant role in whether I buy a knife or just drool over it.

Good luck.
 
If you are concerned you'd never get your knife back if you went public, then I'm not sure why you want to carry that knife.

This sounds like eitherone of two companies, neither of which have forums here.
 
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