Is Cold Steel officially dead on this forum- and the knife world in general?

My experience of the customer service under the new company is that it sucks.

Or rather it doesn't suck, because it's non-existent.

I needed a replacement clip for a Recon 1 XL (same as the clip on the regular Recon 1). They have a form on their website where you can request this. Promptly got an email acknowledgement that the request had been received, and they would get back to me shortly. Several weeks go by - crickets. Write to customer service to ask whether they will fulfill the request - crickets.

In the end, I ordered a cheap chinese knock-off of a Recon 1, just to get the clip, which is pretty much an exact copy.

Full disclosure - after weeks of no email response, I didn't bother trying to call them. Had run out of patience, and it was frankly easier to pay $20 for a new clip with a pretty decent beater knife attached.
 
Brummie said:
My experience of the customer service under the new company is that it sucks.

Or rather it doesn't suck, because it's non-existent.

I needed a replacement clip for a Recon 1 XL (same as the clip on the regular Recon 1). They have a form on their website where you can request this. Promptly got an email acknowledgement that the request had been received, and they would get back to me shortly. Several weeks go by - crickets. Write to customer service to ask whether they will fulfill the request - crickets.

In the end, I ordered a cheap chinese knock-off of a Recon 1, just to get the clip, which is pretty much an exact copy.

Full disclosure - after weeks of no email response, I didn't bother trying to call them. Had run out of patience, and it was frankly easier to pay $20 for a new clip with a pretty decent beater knife attached.
Click to expand...

How ironical. Instead of charging for a new, original clip, they let the money flow to the very same people who pirate their very products instead.

Not to mention what's even more important, the damage to their own reputation and to the customer's joy.
 
Just sent 3 knives into Spyderco for some work. Waited a couple of weeks and called to make sure everything was OK. Answered right away, he put me on hold for a minute or so and told me the shipping date. The owner is also on the forum from time to time. Oh and his son will be taking the reins eventually. Still like my CS but LT is slowly fading from memory.
 
The most bizarre thing about this is that the new company has no one- and I mean not a single employee that I have spoken with that has any clue about knives. I made enough calls up the chain of command that at least 3 levels above the person that answers the phone was absolutely clueless about anything that had to do with knives in genreal, nevermind their own products.
I don't expect someone to be able to rattle off the vanadium content of various steels, but besides being clueless about the product line, it doesn't take a knife enthusiast to be able to put together a word like "sub-hilt" based on context clues.
From what I have discussed with them, there is no one overseeing the promised run of new knives, and sadly it doesn't even seem like there was anyone that was an outdoors kind of person. I don't blame the people that work there for not knowing what Kydex is, or any of the other specifics- this is the fault of the people that bought the company. And to be clear, I was not trying to stump anyone.
Then again, I'm not a businessman so maybe this is a brilliant move... though it is weird they paid so much for the name (as pointed out by others) if their plans were to bury it.
 
nephron said:
Just sent 3 knives into Spyderco for some work. Waited a couple of weeks and called to make sure everything was OK. Answered right away, he put me on hold for a minute or so and told me the shipping date. The owner is also on the forum from time to time. Oh and his son will be taking the reins eventually. Still like my CS but LT is slowly fading from memory.
Click to expand...
Mr. Sal and Mr. Eric look genuinely passionate about the company, and as a customer, that's reassuring to hear. That's what the new cold steel needs I think. They can't afford to lose talented, passionate people.
 
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