I've recently had to contact their CS as well. The super thin plastic insert on my Rtak 2's sheath cracked & wouldn't allow the knife back in. They requested that I send it in & I have.
Will share my experience here on how they resolve it.
EDIT 6/6/11: Today, I received a replacement for my defective/broken sheath. I am very satisfied with the service Ontario provided me. They were responsive to all of my emailed inquiries throughout the RMA process.
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