How would yall take this email?

wow. that's a pretty bold email :)

the HI folx had to radically change their lifetime if it ever breaks guarantee replacement policy (esp on the CAK which was break one, get two)... because folx were buying used versions, and wanted a new one, or credit, or abuse testing... or ... kinda got old after people figured out how to game the system.
 
Does sort of sound the way you're taking it. But, just to play the Devil's advocate for a minute...it could also just be a "hmm, I wonder" moment...the product of a young mind somewhere out there regretting having gotten the serrated version and just wondering "what if?".
 
R.A.T. said:
Begin email: "If I break my serrated Esee knife, could I ask for a replacement knife without serrations?"
Click to expand...

He can ask whatever he wants, so can you. I'd ask him if hes planning on breaking it. Or, a less direct line, ask him if he wants to buy a plain edge.
 
It sounds like he's considering using a pipe to unintentionally shatter his serrated knife in a vise under normal use conditions.
 
Hard to read into, really, but the subtext was certainly there...

"Nice place you have here... would be a real shame if something were to happen to it... accidents happen, though. Wanna buy insurance?"
 
I think I would email him back and tell him the warranty does not cover intentional damage. If it's a new knife, he could sell it, and then get what he wants for he should be able to recoup most of his funds if it's in new condition.
 
Sounds like another ass looking to abuse the warranty down the line. Sadly, you're always going to have types like this.
 
I'll send this to Allstate...if I total my 2WD Truck, will you replace it with a 4WD with leather.
 
I would be very interested to see if your blades actually broke under normal use....

I sure don't see it happening any time soon to me.

Put this D-bag on the black list.
 
We indeed have blades break under "normal" use, but batoning is normal use for us ;)

We would never tell any customer to f*^k off since it's easier to just be nice. Trust me guys, one or three bad apples will not spoil the bunch. Our warranty is sound and will stay that way. I was simply looking for gut reaction feedback to the email. looks like we all agree pretty much :D
 
Sound like someone is fishing for a plain edge, your warranty is clear and precise we replace no question ask by the same thing.

Email like that should be shoot behind the barn.

My two cents
 
Since most members agree that your customer is trying to get something for nothing, why don't you offer him a trade of some sort. If he can return the knife to you in 'as new' condition, you could offer him xxx amount of credit towards a new knife that he wants. You get a knife you can resell and the sale of another knife. He gets what he wants and is a satisfied customer. We all have to do business with a jerk once in a while. But, carefully played, you could turn this into a win/win situation.
J.
 
jacqueeagonsr said:
Since most members agree that your customer is trying to get something for nothing, why don't you offer him a trade of some sort. If he can return the knife to you in 'as new' condition, you could offer him xxx amount of credit towards a new knife that he wants. You get a knife you can resell and the sale of another knife. He gets what he wants and is a satisfied customer. We all have to do business with a jerk once in a while. But, carefully played, you could turn this into a win/win situation.
J.
Click to expand...

That is a nice idea, but it might be a dangerous precedent to set. If it is new the guy should be able to return it to the original retailer in exchange for the knife he wants (even if it was a gift).
 
ESEE knives seem to retain their value very well, so just have him sell it and buy a new one. It seems like used knives cost more then new ones anyway.
 
There's always people who try to cheat the system. Jeff, you're the only police chief, s you decide what to do with this guy

Maybe put him on a permanent ban list where he cannot get a replacement. Black list him
 
Seems to me it would either fall within the scope of the warranty or not.
It's the " if I broke it" part of his statement seems like he intentionally wants to break it to get a non-serrated version. Sounds like intentional abuse to get a different knife. Hard to prove if the knife was broken intentionally or not. Unfortunately , the good nature of the Esee warranty opens doors to those who want to abuse it. I bet Jeff and Mike see a lot of these cases.:(
 
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