I don't think I'll buy any more Case knives.

[Jack Black]

Maybe I'm just used to a different kind of customer service. I'll give you an example. I like to search for old coins and relics with a metal detector. One of my old detectors made by Whites developed a crease in the lcd meters screen. I called Whites and asked if I should send it in to be repaired. The lady in customer service told me no, that I could just peal the old screen off with a knife and she would get a new screen ,which normally costs $10 , off to me in the mail that day no charge. Now...when I need another detector, what brand do you think I'll buy?

In this case, it sounds like your metal detector had a FAULT. In the case of your knife it didn't, you damaged one of the covers and sent it in for a repair.

Not quite the same sort of service you are getting from one to the other. Whites just sent you a plastic piece that probably cost 25 cents in the mail free of charge. That requires no labor other than someone taking the time to grab the part and ship it, which might have cost all of $1 to ship. I bet Case would love to send you just the scale and tell you to slap it on your self., but it's not that easy. Case has to completely disassemble the knife, provide a matching scale, reassemble the the knife, polish and finish the knife and I 'm sure they sharpen it as well before shipping it back out to you. I'm not sure what one of their factory or service techs make, but I would guess with wage and benefits it's at least $20 an hour, probably more. Throw in cost of utilities, equipment, supplies, insurance and liability and the cost goes higher still. $30 doesn't seem unreasonable at all when you factor all that entails fixing your knife. You bought a cheap knife 15 years ago and it served you well until it eventually broke, money well spent on a US made product. Even though their product worked well for you for many years you want to throw them to the dogs because you feel it cost too much to fix it, a $30 knife? This makes no sense to me at all. And it's a wonder to people why we have so many manufacturing jobs leaving this country, well it's due to this type of mentality.

Spot on :thumbup:

I have concluded after reading all the comments that I did actually make a mistake. I should have just pitched the knife and put the $30 towards a new knife. If I would have known the cost would be that high I would have. I would never spend $20K to repair a car that cost me $25 K new or spend $125 to repair a fishing reel that cost $150 new.

This analogy doesn't apply any more than your earlier one Robert. As someone asked earlier, how much did you think the repair would cost, $25, $20, $15? Just how cheap do you think labour is? You spent $30 on a Case knife 15 years ago, and apparently got good use from it, but now you'll never buy another Case knife?! Sorry, but perhaps Case are better off without you as a customer, no offence intended.

 

[robertj298]

In this case, it sounds like your metal detector had a FAULT. In the case of your knife it didn't, you damaged one of the covers and sent it in for a repair.



Spot on :thumbup:



This analogy doesn't apply any more than your earlier one Robert. As someone asked earlier, how much did you think the repair would cost, $25, $20, $15? Just how cheap do you think labour is? You spent $30 on a Case knife 15 years ago, and apparently got good use from it, but now you'll never buy another Case knife?! Sorry, but perhaps Case are better off without you as a customer, no offence intended.

No the metal detector didn't have a fault it was my fault which I acknowledged .
I thought the repair might be $10..guess thats my fault. If Case is better off without me as a customer more power to them

 

[richstag]

FWIW I am not a case fan. I feel Jack's comment was not meant to be offensive or off-putting, yet I somewhat agree. I have walked away from dealers, companies and etcetera because I knew it wasn't a match. In this instance it seems Case would be better off with a customer that valued the service and years of use from the knife, on top of that the availability to repair your knife. I would bet Case thought you were the type to care for your knife in the way that you are attached to it and simply wanted your original repaired. Sentimental value and all that.

Anyhow, I wouldn't feel beat up. This is actually a fairly unbiased group with VERY few "fanboys". Mostly, we call it like we see it.

No the metal detector didn't have a fault it was my fault which I acknowledged .
I thought the repair might be $10..guess thats my fault. If Case is better off without me as a customer more power to them

 

[Steven65]

I have concluded after reading all the comments that I did actually make a mistake. I should have just pitched the knife and put the $30 towards a new knife. If I would have known the cost would be that high I would have. I would never spend $20K to repair a car that cost me $25 K new or spend $125 to repair a fishing reel that cost $150 new.

No you would not, which is why most people buy a new car every 7-10 years to replace the one they have. Because after 15 years of hard regular use most cars are scrap.

Your knife is a tool with a finite life. After 15 years of good service a part of it broke (and not a major part at that) and Case made good on their obligation to you, their customer, at a very reasonable fee.

The US cutlery industry is having a hard enough time already staying in business and keeping jobs in the US without a whine like this on a major knife forum.

Perhaps you think that you would get better service from a Chinese manufacturer?

 

[jc57]

It's OK, Robert, you don't have to buy any more Case knives. It's your money, spend it or don't spend it however you want. No need to tell us your reasoning behind it.

Go get yourself a Queen, they're pretty good knives.

You know, since this isn't really about the knife, but about customer satisfaction with Case's repair center, I'm surprised it hasn't already been moved over to the Good/Bad/Ugly.

 

[Jack Black]

No the metal detector didn't have a fault it was my fault which I acknowledged .
I thought the repair might be $10..guess thats my fault. If Case is better off without me as a customer more power to them

I hope, after reading what people have said, you now appreciate that $10 was a substantial underestimate.

I feel Jack's comment was not meant to be offensive or off-putting

No, it really wasn't Robert. I'm certainly not a Case 'fanboy', and as Kevin says, most of us here just call it as we see it. The comments here are meant positively and I hope you'll take them on board and reassess the situation regarding Case and your knife :thumbup:

 

[BMCGear]

I would ask you to give Case another shot. Why?

You bought a $30 knife that has lasted you 15 years and can still buy that same USA made knife for $37 15 years later. Amazing.

I understand it was more than you thought and it's not worth it to you. We've got to get over the mentality that we're owed something.

 

[BMCGear]

Also, Case has excellent customer service. I have gotten emails back within an hour after I've sent them.

 

[Bo T]

From what I have read, it should have been easy enough to get an estimate on the repairs before you initiated the process. Hopefully, lesson learned.