Microtech Waranty Service FYI

robcelani said:
Probably would only need two pliers for the clip once you removed it from the knife. The hard part is the screws on some of the knives require special bits. I think the socom delta clip has special microtech screws right?

I like microtech products. In my opinion they make the top production otf's (Scarabs are awesome! :)) on the market and their side openers are sweet as well. That said, I don't think discounting the guys opinion and experience changes the fact that microtech has some issues and room for improvement.

I sent a knife for warranty work about 1.5 year ago. My experience was satisfactory but definitely not as good as other companies I've dealt with for warranty work. It appears today that they have customer service, image and warranty work issues and I'm glad that members, new or not, are willing to share their experiences. Maybe it will provide some motivation for the owners and managers to make changes. There is history of microtech having these same problems over an extended period of time.

I know you are a big microtech collector gzb. I appreciate the knowledge and experience you share here and other forums. I'm making the following comment sincerely and respectfully as I believe you are probably a known collector to the top guys at microtech. Maybe instead of chasing a collector away from microtech you could point someone from the company here to let us know what's going on or at least take a look at the comments and opinions being expressed.
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Thanks for that Rob. And I did take a look at his comments before replying.

Guess I'm getting *hardened* in my old age.

But sometimes there's really no satisfactory answer for some. I would've loaned him the tool if he'd asked. But the mind's made up and that's OK too.

So I suggested he stick to Benchmades...
 
Yeah their CS is something that leaves to be desired. I own a few and they're my favorite knives. But knowing how bad they can be, if the knife isn't perfect out of the box I'll just return it. That said, I haven't had a lemon yet.
 
The cow said:
Yeah their CS is something that leaves to be desired. I own a few and they're my favorite knives. But knowing how bad they can be, if the knife isn't perfect out of the box I'll just return it. That said, I haven't had a lemon yet.
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That policy can be applied to any knife manufacturer really, and is key to being a satisfied customer. I see far too many threads that focus on a complaint. The complaint usually is something that can be resolved by returning the knife to the place of purchase and asking for an exchange. Unfortunately, some folks sit with their less than perfect knife and stew over things, then they start whining and bashing the company, at this point the company has no idea what is going on either. So what happens next is usually others start jumping on the complain train. All this can be easily avoided by realizing that if you are not happy, return the item.

This is my problem with so many people spreading misinformation, holding inflexible ideas, grossly unrealistic expectations, and exaggerating issues that have simple fixes. Yet in most of these cases, the problems are never the fault of the purchaser/complainer, it's everyone else's fault. I'm not saying this is the case here with this particular scenario, just wanted to share something that people do on a consistent basis, and without a real foundation other than to just have something to bitch about that day.
 
Wow, you guys are a tough bunch. I think if you look at my post you will see that I am unhappy with the "customer service" I have received. I do not think that expecting a pocket clip to be repaired in a timely manner is a "grossly unrealistic expectation". I was told 3-6 weeks and I waited (without complaint). That time passed and I still waited. I never heard anything. It wasn't until Week #10 that I started to try and get ahold of someone at the company. I left E-mails and voice mails. No response. I find that unacceptable. I was finally able to get ahold of a person and sent a complaint e-mail after the conversation. I think I am well within my right as a consumer to do that.

I do not think that I have spread ANY misinformation about the company. I have just expressed my experience with their customer service which was less than desirable, especially after dealing with other knife companies like Benchmade and Kershaw. I find it ironic that some people on here are quick to come to the defense of the company after hearing of my complaint. I could see that point of view had I NOT contacted the company an merely came on here and started the rant, but I DID CONTACT THE COMPANY, and they could give me NO TIME when the knife would be fixed and returned. By the way, we are on week #11, going on Week #12................still haven't heard anything. Guess I just expect more than some of you on this forum. If that is acceptable then I guess I will have to agree to disagree with you on that.

Dan
 
RevDevil said:
What is funny, I don't think I have ever heard or read anyone say anything nice about the owners son. Ever.
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Which son?

There are three.

TJ is one of the awesomest kids I have known....watched him grow up from the time he was about 10. He inherited his father's lack of ability to deal with conflict, but other than that, there is nothing bad I can say about him. He is welcome in my home, any time, anywhere.

His younger brother Sean is also a great kid and also works his butt off.

The youngest I don't know other than to have shaken his hand a time or two.

Best Regards,

STeven Garsson
 
Kohai999 said:
Which son?

There are three.

TJ is one of the awesomest kids I have known....watched him grow up from the time he was about 10. He inherited his father's lack of ability to deal with conflict, but other than that, there is nothing bad I can say about him. He is welcome in my home, any time, anywhere.

His younger brother Sean is also a great kid and also works his butt off.

The youngest I don't know other than to have shaken his hand a time or two.

Best Regards,

STeven Garsson
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Hmm, not sure who is who, but I'd have to guess the one that is always grinning on the videos, with the blonde girlfriend.
 
RevDevil said:
Hmm, not sure who is who, but I'd have to guess the one that is always grinning on the videos, with the blonde girlfriend.
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Um....I haven't seen the videos.

Tony Marfione's WIFE Susan is blonde.

TJ's GF Jessica is brunette.

Not sure what color Sean's gf's hair is.

Best Regards,

STeven Garsson
 
fwiw- I just sent in my Troodon and I'm not worried at all. My last Microtech I send in came back in about 3 weeks and I am a happy customer.
rolf
 
I totally agree.............spreading 'misinformation' can and will be, at best, unhelpful and at worst, defammatory, malicious and perhaps even quite destructive.

Had I stopped reading this thread on page 2 and not continued on to Kohai999's very informative post #46, I would have unnecessarily thought and erroneously assumed that the Microtech owners only son was a real jerk, enough so that I might not want to ever suggest to other's or do business myself with Microtech in order to completely avoid any interaction with his very disagreeable, only son.

Thanks Kohai999......:thumbup::thumbup::thumbup:
 
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Yes, I quite agree. Had no discussion, like on a forum such as this taken place we'd continue to be in the dark as it were. As such, people seem to make up their own minds regardless of what others might have heard or mentioned or experienced. We see it all the time here. Since some have no way to verify the actual goings on in the lives of others. Many rumors and accusations spread from manufacturers to customers and inevitably make their way here, discussion boards. Live and learn.
 
'Live and learn'........it would certainly seem to be much harder for some than most others, but as you seem to be.......I'm hopeful, as well.
 
stabber said:
Why would a bent pocket clip be warranty work?
Was it your fault the clip bent accidentally?
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Hi Ricky,

I'd like to balance my thoughts out a little publicly....

I love Microtech knives...really, and I have a bunch(12 or so, manuals and autos).

When I started working at Moteng in October, 2012....we were able to put a nice distribution deal together with Microtech, and once we did ....I had us put an order in for 12 tools of each screw size and we never got the Tri-Wing tool....it was never available to us, and afaik, it still isn't. It was my intention to offer service to our dealers such as cleaning out tape gunk, fixing loose screws, cleaning up flash(if it needed it), lubing actions, and getting it turned around quickly. When I moved to SoCal in 1996, I worked at GT Knives and Buck knives and learned an awful lot about fixing issues with folders.

When you create a proprietary fastener, and a pocket clip bends, it is for sure a warranty issue. If it is one of the glassbreaker attachments, yes....a small child should be able to fix it, but if it is a TriWing....well... Microtech has historically had crap service for after sale issues..period.

I offered Tony Sr. and TJ to come and help them tune up their Customer Service/Warranty problems and they both rolled their eyes like I was crazy.

With the move of warranty repair to NC, it is my hope and belief that eventually, it will get straightened out.

I think I know who will be doing it, he is up to the task and he has my true faith that he can make it happen...but it is up to him.

Otherwise, customers will continue to love the product until it breaks, and then, they will hate the company.

This bothers me on a personal, emotional and professional level. They are all interconnected.

I have known Tony Marfione since 1994, and we have had many great times, and a few not great times....I truly love him and his family.

Best Regards,

STeven Garsson
 
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It's a shame they didn't take you up on the offer- would be a wonderful service.

I bought my SOCOM Delta in January this year and have only been able to carry for about 2-3 weeks. That is a shame- it's an absolutely beautiful knife.
 
Week 13..... Nothing not a word.

To me I would have to fix the wait time. If not fix the wait time I would for sure fix the communication issue. If you could just tell me how things are going or where I am in line that would make me a little more comfortable. Just so I had some clue. Love the product but not so sure on the warrantee. Just wish I was not so in the dark.
 
MreeceC said:
Week 13..... Nothing not a word.

To me I would have to fix the wait time. If not fix the wait time I would for sure fix the communication issue. If you could just tell me how things are going or where I am in line that would make me a little more comfortable. Just so I had some clue. Love the product but not so sure on the warrantee. Just wish I was not so in the dark.
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Man....it's gonna be a while....at least 8 more weeks regarding what I know...I'll talk to the crew at the Gathering....that's at the end of August/beginning of September...will do what I can for you.

Best Regards,

STeven Garsson
 
Wow this is a concern for me..... I was considering a doc killswitch. I'm awaiting word on whether or not if it needs warranty work I can send it in since automatics are legal here in SC. I know most companies require first responder identification for automatic warranty service. I bought a protech because they said they would work on my rockeye auto if I needed it , regardless of my civilian status.
 
Popsickle said:
Wow this is a concern for me..... I was considering a doc killswitch. I'm awaiting word on whether or not if it needs warranty work I can send it in since automatics are legal here in SC. I know most companies require first responder identification for automatic warranty service. I bought a protech because they said they would work on my rockeye auto if I needed it , regardless of my civilian status.
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You can send it.

Just going to be a while until warranty work is performed. The work is backing up. As of a month ago, nobody was doing any warranty work at Microtech.

Best Regards,

STeven Garsson
 
I recieved a response within 24 hours as promised. I was told that as long as I reside in a state where automatics are legal then there would be no problem returning a knife to me :)
 
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