Microtech Warranty Delay Apparently Continues

maj28

maj28

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Good morning, I felt compelled today to share my frustration and give a status on my current situation with Microtech warranty service. I read the old thread to completion and it appeared as though MT was finally getting it together and getting things turned around within a reasonable time period, for myself, that is most definitely not the case.

I returned my Socom Delta mid November 2015, hoping maybe I'd get it back in time for Christmas (present to myself.) After weeks of no communication (they apparently don't confirm receipt) I called and I believe spoke to Terri and she confirmed it was on site. We're now at nearly FIVE MONTHS of no knife. I'm now told that Matt Clark is the contact for the warranty team and he might be able to help me, I've just emailed him now... I'll update with the reply. However, regardless of the response, this is unacceptable.

I love the Microtech products, but in all seriousness, when does this become theft? How do you take someone's knife and never update them and simply don't return it? Send me your knives folks, I can do the job MT is doing! Sorry to sound so frustrated, but my Socom Delta is the nicest knife I could ever afford and I want it back.

-Jason

P.S. They're in my state, I'm tempted to drive over, but I'm afraid I'll start yelling, and I try to be a reasonable guy, I mean that.
 
Unbelievable Jason.
The last time they got off their butt was when someone went on their face book page.
Hope they surprise you and get that blade back to you.
Joe
 
I sent in a scarab 2 months ago or so and it took 3weeks and I got it back in great working order... RA number on the box, RA # on a letter in the box... RA # in the email... RA NUMBER! Hope you used FEdEx or UPS to ship as well, otherwise things can get ugly.

GL, I had a great experience with them this year and hope your situation turns soon!
 
Ive got a makora II that's nonfuctional that i'm set up with an RA number to return... This has me really worried, but the knife is a paperweight right now anyway, so i guess i don't have much to loose anyway.
 
ZEOXEO said:
Ive got a makora II that's nonfuctional that i'm set up with an RA number to return... This has me really worried, but the knife is a paperweight right now anyway, so i guess i don't have much to loose anyway.
Click to expand...

Save the tracking number and take a screenshot when it arrives there. I can't find my tracking number, if they decide now that they don't have it I might have a problem.

BTW, they still haven't replied.... replies must also be on 6 to 8 weeks turn time.

-Jason
 
They must hate some of you guys...

Just make sure you ship FEDEX or UPS. RA# on box by address, RA# in box with letter.

I got mine back in less than 5 weeks working great. I think things are going well there hope you find the same..

SHIP IT!
 
I was told, and have heard them tell others many times, by BladeHQ when I bought my Microtech that they are great knives, but if you send them in for warranty work, expect them to be gone for at least 6 months. They are always very clear about that, as they have seen many suffer the same treatment as you.
 
vmmvmmm said:
I was told, and have heard them tell others many times, by BladeHQ when I bought my Microtech that they are great knives, but if you send them in for warranty work, expect them to be gone for at least 6 months. They are always very clear about that, as they have seen many suffer the same treatment as you.
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Not my experience.

The two UT6's I sent back years apart both came back in almost exactly 6 weeks.

And they'll send it back directly to you if Autos are legal in your state or if you qualify.

Of course, YMMV...
 
My long delay was because of the knife (mini matrix) being out of production so no parts available. MT warranty repairs seem adequate if the knife is current production.

Simple fix seems to be make extra parts and then keep them in stock.

I'd stop emailing them and just keep calling every week until you get them to explain the delay and give you a time frame for fixing your knife.

Great knives, still need to improve their warranty system.
 
Jason,

It can be more disappointing that "Sloth357" sent a knife in 2 months after you and you haven't received yours... Seems they need some improvement in this area, BUT MC is a good company and make a fine product, you are like myself, do not go over there, we know ourselves well and all that will do is cause more excitement... :o You will get your knife back, no worries, try the best you be as patient as possible even when it seems impossible, its a virtue I need to learn as well :o It will all work out bud...... TD
 
Maybe they just like to reclaim the socom deltas that they have sold. That is the one someone there stole from me.

MT keeps coming out with cool stuff all the time and I find myself reading descriptions and stuff, looking at pictures and it takes me a moment to remember that I have put them on my do not deal with list due to my terrible interaction with their "customer service".

As I've said before, there are probably a hand full of microtech knives I'd like to own, but I'll just pass.
 
So disappointed as i now own 3 of their knives. Sure hope I don't have issues. Hope you get yours back soon. Does being the original owner matter? I've heard accounts that go both ways
 
I know of no other major knife company CONFIRMED to have a more abysmal and wretched rep in service/customer relations, as well as customer heartburn from same, than Microtech.

This makes a great knife? No way. Huh-uh.

Actually, as I recall, another major U.S. knifemaker was in a similar customer service vortex years ago....Microtech is the new Emerson.
 
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Guys here's the best advice I can give you with dealing with microtech. Try not to deal with them on your own! Seriously I had an issue and got the run around from CS when I called them. Autos are legal in mY state ,but even if they weren't or the knife was a Manuel doesn't matter.

I contacted the dealer I got the knife from here in my state and told them what happened and they told me to let them send the knife in for me. Sure enough I took the knife to a brick and mortar ,they sent it out and got it back good as new . If you have a microtech dealer in your area buy from them. If you didn't buy from them it's still worth a shot to ask them if they can assist you in a return. I have no doubt I would of had problems dealing with them 1 on 1. I was already having problems from the start. Customer service at Mt told me they wouldn't work on the action of my auto knife because I sharpened the knife and voided the warrant ,No BS here!

Dealer handled everything for me and things went really smooth.
 
Spartan00 said:
Guys here's the best advice I can give you with dealing with microtech. Try not to deal with them on your own! Seriously I had an issue and got the run around from CS when I called them. Autos are legal in mY state ,but even if they weren't or the knife was a Manuel doesn't matter.

I contacted the dealer I got the knife from here in my state and told them what happened and they told me to let them send the knife in for me. Sure enough I took the knife to a brick and mortar ,they sent it out and got it back good as new . If you have a microtech dealer in your area buy from them. If you didn't buy from them it's still worth a shot to ask them if they can assist you in a return. I have no doubt I would of had problems dealing with them 1 on 1. I was already having problems from the start. Customer service at Mt told me they wouldn't work on the action of my auto knife because I sharpened the knife and voided the warrant ,No BS here!
Click to expand...

I have to differ here.

Sharpening your knife won't void your warranty.

That is, not unless you butcher it on a bench grinder or the like. And *basket cases* of parts aren't welcomed for return either.

Both of the 10+ year old UT6's I returned for new locks had been sharpened more than a few times. Like 20+ times at least.
They had also both been opened to assess the reason for not functioning reliably after several 1000's of cycles as EDC knives.

When I got the RA#, I told CS what the problem was and asked if the parts were available.

Got the knives sent back directly to me after a 6 week turnaround. Perfect function restored with the new locks and they both were Factory sharpened when I didn't ask for it...
 
The woman told me that over the phone. It was a mistake on her part. It's just she wasn't willing to go any further because of that . Had to go through a dealer
 
I guess one of the major points is that there is no consistency here. It is one end of the spectrum to the other. Guys getting back a great knife, in 6 weeks to guys having it never turn back up.

One company that makes one of the knives that I carry every day is very slow on "customer service" maybe almost non-existent. But when you send in the knife you know it will be a while, and there will be no comms. The knife eventually comes back just right. Another company that I am pretty new to is apparently great on all fronts. But who wants to roll the dice and have to worry about varying degrees from a great experience to theft? If MT would address the problem and do something about it, everyone would be better off. Even if their turnaround policy was 6 months. I would much rather be told up front that It could take 6 months, and it arrive in 3, than it will take two weeks and it take many months.

There is definitely room for improvement for MT.
 
I think what we are seeing here is certain knives not being as popular thus parts being limited. An ultratech that gets sent back probably gets done quick because they have tons of parts for their OTF line. A socom delta might need parts they don't have. In that case waiting for the next run might be the only option. One thing is for sure I don't think anyone at MT is sitting in a warehouse looking at a stack of warranty knives laughing at us and taking their sweet time. I don't like that some have to wait extended periods of time for warranty work but I also don't think its intentional.
 
PURPLEDC said:
I think what we are seeing here is certain knives not being as popular thus parts being limited. An ultratech that gets sent back probably gets done quick because they have tons of parts for their OTF line. A socom delta might need parts they don't have. In that case waiting for the next run might be the only option. One thing is for sure I don't think anyone at MT is sitting in a warehouse looking at a stack of warranty knives laughing at us and taking their sweet time. I don't like that some have to wait extended periods of time for warranty work but I also don't think its intentional.
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Can't give MT even close to anything but a fail...

This issue has come up many times, and a rep. always pops up telling us how it's gonna get better "soon" yet it never does.

If you manufacture knives on a large scale there will always be issues that will need to be fixed.
Part of the manufacturing process is having the parts and people to fix those issues in a timely fashion.

There is no excuse for not being able to do that, unless you could care less about your customers.
 
Idk purple. I feel what you are saying, but it goes in hand with other issues as well like the proprietary hardware thing. I sent in a literally brand new socom because the pocket clip bent on the second carry. The knife was never returned.

That shouldn't happen. I don't know all the answers, but they should get to work on figuring out a few of them.
 
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