Microtech Excessive Delay For Warranty Service

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PURPLEDC said:
Oh, Im not saying anyone should be happy or like it. I was simply trying to say in the nicest way possible that its simply to be expected from them citing a few reasons why it is so. Not making excuses for them by any means. I just feel that by now it shouldnt really be surprising to anyone.




Let me guess dual action chameleon with a broken sear? I have heard many horror stories about that knife. Right down to some actually having their knives returned converted to manual with no explanation. I know certain employees of that company hate it when I speculate but my guess is "lost" was a term used very very loosely.
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The Chameleons were fine. The CMTX's were the ones with the sear problems.
 
Leftytwogunz said:
Speaking of Mt's getting "lost" my one and only MT service experience was with a GP knives limited edition socom delta with aluminum handles. The knife was virtually brand new, probably carried it twice. I sat down on the back porch and the clip got hooked on the patio furniture. As I stood up it bent the pocket clip out like crazy. So I packed up the knife and mailed it according to their requirements and all. I shipped it fedex and it was delivered. I got an email from Laurel saying that my knife was not in the box. I believe I called them as well and they said they accepted the package because it did not appear to be damaged and that there was no knife inside. Nothing much more to tell. I guess MT lays the blame with the shipper but I personally feel like a mailing guy on a regular route would figure that knives going in to MT were broken, coming out in tact. Of course that's just speculation. I don't know who has the knife now but it can't me much use to them with a 90 degree bent pocket clip and no way to take off the screw. Fedex did pay me a whopping $100 from their automatic insurance, needless to say I now ship all of my items fully insured.

I hope you guys get your knives back ASAP, but from my standpoint getting them back at all might be a blessing.
Best of luck.
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Sorry that happened. I would simply have bought a bit. That sucks man.
 
I have a Mini Matrix with them that was sent in circa early February for total lock bar failure -- the knife simply does not lock up at all (i.e. can be pushed closed) if you don't deploy the blade hard enough. Apparently the previous owner of the knife had already sent it in for this issue and gotten it back from Microtech (he was an asshole for not disclosing this in the sale, by the way).

My worry is not just that Microtech is going to take forever to get the knife back to me, but that they're not going to actually fix the thing!
 
I own some Microtech knives (several), but what I'm learning in this thread will probably preclude me from buying another.

We all see how many knives these guys are pumping out, so you know this isn't a matter of having the resources. When I buy a $300, $500, $900 knife, it is assumed that I am buying a product the manufacturer will stand behind. 4 months with zero communication is not standing behind your product. They have time to design, manufacture, and market stupid $hit like $10,000 giant 40 lb OTF autos, but no time to let a paying customer know what's going on with a $300 aluminum knife that their QC should've never let out the door.
 
These stories are why I'm actually more keen to purchase an OTF or side-opening auto than a manual folder from Microtech at this point. Usually, all OTFs or pushbutton automatics need in terms of service is changes of springs and other small components. Many Microtech dealers and third parties can do this for you and have your knife back within a week or two, and without the LEO/military hassle. In bad cases, small components like buttons and hooks can be remachined from scratch at a relatively low cost and quick turnaround time.

Contrast that to the proprietary sub-framelocked knives & linerlocks, which require new parts & maintenance done by Microtech themselves.
 
I received the following email from MT on Friday:

Rob,

This has been turned over to me. I would like to take this time to tell you that we are doing our best to repair your knife. Unfortunately , our repair department is backed up.

I will personally find out why this is taking so long.

Please allow me 1 week to research this and I will get back to you.

Thank you,

Sandy
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:):):):)
I appreciate all the comments and discussion so far. I'm glad no fights or crazy tangents have broken out in my thread!

I'm still a MT fan and enjoy their knives. I carried an Ultratech for a long time and have another that I kept to carry in the future.

I want to say again that I like MT. My one other experience with their warranty service went well and I received the knife back within an acceptable time frame. It was a couple years ago so I don't remember exactly how long it took but I'd guess within the stated 8 week normal time period.
 
I just called MT and asked for Sandy. She was very apologetic and told me she would get to the bottom of it and would definitely get back to me. She verified my contact information and also notified me that Laurel was no longer with them and her email is being shut down. She did say that MT was on schedule to start making Socoms again this June. She believes that is when parts will be available to repair the Socoms that have been sent in for repair. The problem is still that after 8 months, this is the first good explanation I have ever gotten. Maybe, just maybe, this is a means to an end.

I will keep you informed.
 
They can't keep a few extra parts around for repairs?

I guess I should be glad other product makers don't work that way.

I suggest that the customers have trained them to behave that way by continuing to do business with them despite such practices.
 
m woodley said:
I just called MT and asked for Sandy. She was very apologetic and told me she would get to the bottom of it and would definitely get back to me. She verified my contact information and also notified me that Laurel was no longer with them and her email is being shut down. She did say that MT was on schedule to start making Socoms again this June. She believes that is when parts will be available to repair the Socoms that have been sent in for repair. The problem is still that after 8 months, this is the first good explanation I have ever gotten. Maybe, just maybe, this is a means to an end.

I will keep you informed.
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I sent a Socom Delta in quite awhile ago to them. I bought it right here on the Exchange, due to it be so "collectable". So... A) thanks for letting me know I should be getting it back in the Summer time hopefully and B) thanks for informing me that they are making Socom's again, so when it gets back, it will no longer be collectable. :barf:
 
Your welcome and sorry :), and I really don't know what "making Socoms" this summer means. She didn't elaborate if they are making Socoms, Elites, or a new Socom model all together. I actually have an Elite that has been with them for eight months; so when she made that statement, does that mean they are going to bring the Elites back??? I don't know. We shall see.
 
Yeah.. My Socom Delta went in last October. However I have seen "this" Socom (pictured below) just came out to a number of dealers a couple of months ago already. It's going for a whopping $1,650!
Man.. Microtech has really raised their prices in 2015. I guess that new $3.7 Mil plant they're building isn't going to pay for itself.
And for their service... "Ain't nobody got time fo dat"! :) I still love em though.

Tony Marfione pays his employees enormous money, which makes me think very highly of him. I think he's struggling right now with how to build a plant, keep his company profitable, make new products, keep his employees happy and also service his warranty issues. I hope after his new plant is built, things work themselves out in the service department.

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knifehoarder said:
I own some Microtech knives (several), but what I'm learning in this thread will probably preclude me from buying another.

We all see how many knives these guys are pumping out, so you know this isn't a matter of having the resources. When I buy a $300, $500, $900 knife, it is assumed that I am buying a product the manufacturer will stand behind. 4 months with zero communication is not standing behind your product. They have time to design, manufacture, and market stupid $hit like $10,000 giant 40 lb OTF autos, but no time to let a paying customer know what's going on with a $300 aluminum knife that their QC should've never let out the door.
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After reading this whole thread and a few others, this is where I've arrived as well ------^

I was planning on buying another Socomm Delta with the standard blade this summer, but not now. If/When they get their act together, then they may get back on the buy list.
 
I had a UMS, great knife, but I can't carry them here. That said, I have heard from others that you will be lucky to get your knife back.
 
Bumping this back up.
He'll get it back...
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I believe you Greg but I'm starting to have doubts.



The highlights: Microtech received my knife on 12/4/14. They've had it now for over 7 months. The clip did not fit correctly and was missing a screw. I could have fixed the problem myself in minutes provided the clip and screw could be mailed to me. Even better the jackass crappy dealer (Butch Holloway @ Fl Gun and Knife) could have taken it back and refunded my cash.

My issue is not really the time. I would be fine if they let me know it was going to take this long. It's the lack of communication and follow up from anyone at Microtech. I gave up on the customer service contacts after they told me there was an 8 week turnaround on 4/17/15. It's been longer than 8 weeks guys.

I started emailing Hank Greenberg (MT employee) after seeing him post here on BladeForums and Microholics. He's also failed to follow up with me.



I'll start calling them next week to see if I can get someone to be responsible and take care of me. I'm also going to contact a dealer I know from knife and gun shows who seems to have contacts at the company.

I met Tony last year at the USN knife show in Vegas. He seemed like a good guy. How do you tell someone nicely that they make great knives but suck at fixing them when there's simple problems. :confused:
 
Clinto. said:
Yeah.. My Socom Delta went in last October. However I have seen "this" Socom (pictured below) just came out to a number of dealers a couple of months ago already. It's going for a whopping $1,650!
Man.. Microtech has really raised their prices in 2015. I guess that new $3.7 Mil plant they're building isn't going to pay for itself.
And for their service... "Ain't nobody got time fo dat"! :) I still love em though.

Tony Marfione pays his employees enormous money, which makes me think very highly of him. I think he's struggling right now with how to build a plant, keep his company profitable, make new products, keep his employees happy and also service his warranty issues. I hope after his new plant is built, things work themselves out in the service department.

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Nah this has been continual. If he really paid his employees "enormous money" they'd work diligently for that money- Track Record doesn't indicate that.

The legend sells the reality doesn't.
 
Once again, they keep producing models that make me really, really want to try them again, but after sending my Socom into them for a simple
pocket clip replacement, them ACCEPTING THE PACKAGE then claiming it was damaged/broken into and there was no knife inside.. If my will can
hold I am done with them.

Don't get me wrong, I'm no MT hater. I've wanted a Halo for many years. I would like to have my Socom back, and I would like to try a Scarab. But
after experiencing their "CS" I am doing my best to avoid purchasing any of their products.
 
At least when my Socom Delta was signed for everything was intact. Hopefully I get it back sometime soon. It was sent in for late lockup/a back spacer that looked like a 5 year old made it out of play doh/a degree of lock rock. Time will tell. Their 8 weeks are almost up. If I don't have it back by G7 and Tony is there, I don't have a problem calling him on it. It's tough dealing with a company where the owner really doesn't give a s***!
 
RevDevil said:
Is Laurel still handling communications? I found she was very helpful and to the point. I hope things get resolved for you guys.
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My last email a little while ago said that Larurel "is no longer with the company".

My Socom Delta has been there since last October. This coming October is rapidly approaching. Shit...
 
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