Microtech is shameful

I actually just got an email back saying my knife has been "serviced" and is in its way back to me. I guess I will see if by "serviced" they really mean fixed.
 
So pissed I signed up on this site to talk about my experience with Microtech service(less)...

I'm a first time Microtech knife owner...switchblade version.

About 9 months ago I bought their knife from a local dealer. Constantly would misfire. Sent it to dealer where I bought it and he 'fixed' it which lasted about a month... Keep in mind I have flicked the switch on this switchblade probably no more than 200 times - if that...

Then I sent it in to Microtech to be fixed. Took appx 4 months. Got it back and within the first 30 flicks of the blade the blade won't even come out now. I recorded video of it with a time stamp b/c I couldn't believe it.

I've left 4 messages for their customer service agent to get back to me over the past 6 weeks. No response. Obviously, I'm concerned. I spent over $300.

Community, what should I do?

1. Send it in 1 more time?
2. Call a lawyer - small claims court?
3. Consider it a loss and move on...

I've never, ever have experienced such bad customer service. It's really sad....
 
Well.....Um....Welcome to Bladeforums!!

At least they are not trying to screw you personally. Sounds like you need to keep calling until you get hold of someone in person. Don't give up. It'll get resolved eventually. But from what I've read here, if you actually want to use you knife, then you are SOL. So, if or when you do get this resolved then put it up or sell it. That's about what I have figured out from this thread. That, and I'll never buy a Microtech.
 
Navyman said:
So pissed I signed up on this site to talk about my experience with Microtech service(less)...

I'm a first time Microtech knife owner...switchblade version.

About 9 months ago I bought their knife from a local dealer. Constantly would misfire. Sent it to dealer where I bought it and he 'fixed' it which lasted about a month... Keep in mind I have flicked the switch on this switchblade probably no more than 200 times - if that...

Then I sent it in to Microtech to be fixed. Took appx 4 months. Got it back and within the first 30 flicks of the blade the blade won't even come out now. I recorded video of it with a time stamp b/c I couldn't believe it.

I've left 4 messages for their customer service agent to get back to me over the past 6 weeks. No response. Obviously, I'm concerned. I spent over $300.

Community, what should I do?

1. Send it in 1 more time?
2. Call a lawyer - small claims court?
3. Consider it a loss and move on...

I've never, ever have experienced such bad customer service. It's really sad....
Click to expand...

Which model did you get? (model number)
Date of manufacture?

The first thing everyone does (myself included) is sit on the couch watching tv and flicking the knife open and close as fast and as many times as possible. Unfortunately, this heats up the spring and can lead to failure. Most of the spring doesn't even really move... about half the spring moves and most of the tension is placed on the little curve where the spring hooks into the "L-hook/mount". This is the point of failure 98% of the time (I'd say 100% of the time, but I'm not THAT confident). It's possible that this happened when you got the knife back and opened and closed the blade 30 times until it broke. 30 times in rapid succession is actually quite a lot. Of course, some of what I am saying is speculation and perhaps you didn't operate it like that (however, if I was in your situation and being frustrated, I would open and close the thing like there's no tomorrow, so I am putting myself in your shoes for a moment).

You say that it would constantly misfire (I have seen this issue first hand); which sounds like the tolerances were too close on the one you have and there is no "wiggle room" for the blade to lock into position. However, if you sent that knife into Microtech and it worked for them the first try, all they will do is clean it out and lubricate it (because they are under the impression that it works). They won't spend more than 5 minutes on a knife that appears to be working for them.

Even though Microtech sees $300 as one of their cheaper knives, it certainly is not a cheap knife. I do hate to see people go through these issues with Microtech knives because it is a good feeling when you have one that works well. If you'd like to contact me to see if there is anything I can do for you please feel free. Email, call, or PM all work well for me.
 
I have an ultratech that doesn't fire. It's been sent in once for this issue, and worked for about 6 months after that. Now I have to pay to send it in again to get fixed. Not impresed.
 
navyman, yep send it in. lawyers are a waste of time for something this low dollar. small claims court as well, imho. to me 300 bucks is a lot of money but that's me..so i wouldn't just give up. i'd keep contacting them weekly or monthly whatever it took to stay on the radar, but not to be too annoying that they don't want to help you.....you following? i would also try to move up the chain high enough to get some sort of management that can make things happen faster and make decisions. stay calm and polite, but firm. screaming and cursing rarely if ever works....but not giving up tends to work eventually. they will have to do something just to get you off their radar. threats never go well as they have plenty of money and lawyer experience i am sure. stick to i just want my knife fixed routine, and you aren't going away until it's fixed. these things are very frustrating, but determination and calmness always seems to work better for me that force and nastiness. no guarantees though sometimes you try all the right things and get nowhere, it is what it is......

that's my advice.......
 
I like Microtech knives, but after being around some of the folks behind the counter at their booth at Blade, I try not to give them my money. That, and threads like this tell me to spend my money elsewhere.

GregB
 
I'm very patient when it comes to customer service issues BUT.... There have been two times when the repeated e-mails and phone calls settled nothing. One was with a very expensive BBQ and the other with a cruise line. When the sick feeling settled in and I realized "I'm getting the shaft", I did two things, but they are the nuclear option...and they worked, like quickly. First I "liked" their Facebook page and posted my customer service nightmare on their page for all the world to see. Just a short few sentences otherwise it comes off as inappropriate and hateful. (E.g. Sent my knife to Microtech and it's been months! No email replies, getting the run-around on the phone. I paid ALOT for this knife and with such a price point I would expect much better customer service) Then I followed them on twitter (had to actually make an account for this because I DO NOT twitter) and did the same. I was contacted in each case within HOURS and both issues were solved. Use social media to your advantage. If used wisely it can really keep a company honest.
 
I just had a really bad experience with them.

I traded a brand new munroe / marifone sigil for another knife. When the other guy got the sigil, it worked fine for a day. The next day he was flipping it the lockbar relief area cracked. I offered him a full reversal and I pay for shipping. He was a really nice guy and said it wasn't my fault and will try to get Microtech to warranty for it (especially since its the lockbar relief cracking, not a use issue). Well after a week of trying to get a hold of someone they called him back and offered to fix it if he paid for shipping etc. Your knife breaks brand new out of the box because of a manufacturing issue and now we got to pay for shipping on a $1500+ knife????? Kershaw didn't even charge me shipping repairing a $30 cryo 2. So I offered to pay for shipping for repair but the trader decline said it wasn't my fault, but both of us agreed this is the last microtech marifone anything we are going to own.
 
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