My experience with Emerson's customer service

myright

myright

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Jan 31, 2008
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There seems to be thread after freakin' thread about this that and the other with customer service so I wanted to offer up my story.

I bought a CQC14 from someone here on BF that was NIB. I got the knife and upon opening it found that it appeared to be brand new. No signs of being carried or used and the factory edge was still intact. The problem was the blade was severly off center to the point that it rubbed horribly on the liners. An off center blade is not a huge deal to me since I don't have any safe queens but this one rubbed bad to the point it made noise and the blade is black so it would have looked like crap quickly. The lock was also very early and when engaged was very difficult to disengage one handed. I have no idea if it came from the factory like this or if it was tinkered with from the original owner. I really don't care.

I emailed Emerson knives pretty much stating the same thing I stated above. No questions - they said ship it off to us and we'll fix it under warranty. That really surprised me as I didn't buy from them directly. I shipped it to them just before their move and before the holidays. Their communication was great as was their service. I got the knife back recently and the lock is sweet now and the blade is much more close to centered and is not rubbing the liners. They responded to all my emails promptly and were very pleasant on the phone.

Two thumbs up to Emerson and their customer service. :thumbup::thumbup:
 
That's great to here congrats. That's going to be a knife i pick up in the future and hopefully a Custom Emerson. :thumbup:
 
Customer service can make or break a company. I've had only good interactions with EKI over the years, never a problem. Congrats on your positive experience!
 
I don't know why so many people bash on Emerson knives. They have superb customer service!
 
Hi myright -

Good to hear, and I am glad that they took care of you.

It is true that more people will make a point to complain when they get bad service than will share a good experience.

Thanks for sharing your good experience.

best regards -

mqqn
 
mongomondo said:
I want one and can't find any in stock anywhere from dealers.
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That's because you can't afford an internet connection fast enough to buy an Emerson :D

j/k - keep your eyes open for my mod thread I'm getting ready to start.
 
Goodspeed said:
Emerson Customer Service, the BEST KNIVES and the BEST SERVICE in the industry PERIOD!
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I'm glad mines on the way then :)

I had a ton of questions since i live in europe and i was always promptly answered and helped

Pics when i get it somewhere late jan early feb if their eta sticks wich i hope it does :)
 
mongomondo said:
I want one and can't find any in stock anywhere from dealers.
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Every dealer site I saw just today had a ton of Emersons. eBay has tons of Emersons. Emerson direct has tons of Emersons. I don't think you were looking in the right place.
 
I own quite a few Emersons. Customer service hasn't been an issue, really, because I haven't needed to use them. I don't make any claims; I do own them. If I needed to contact them, I would. I would hope that they would support their product. However, I use Emerson precisely for the reason that I haven't had to depend on their customer service, because the products haven't failed me. That's all the endorsement I need.
 
I can't speak of the customer service. But I've owned 12 Emersons over the years. and 4 had the same liner rubbing problem. That's pretty bad for the price. But I continued buying them simply because no company has designs like them. Weight, grip, edge, wave and ergos all together perfectly.

I was so excited when I got My first years ago I didn't feel like waiting so I learned how to fix the liner problem myself. It's not too hard if You have the time. There are tutorials on the net. And it teaches You about knives. I still love them, but You'd think they'd check QC better for that price. Thankfully there is a store in My town that now stocks Emersons latest( and some early) models. So I can check. I still find some in the shop rubbing.
 
they've got great customer service, that's for sure. I just hate having to pay to ship it and pay the $14 back for them to ship it back, especially when it's a faulty part on the knife.
 
Please direct me to said dealer sites. I was just looking at two that usually have stock the other day and they were both sold out of the model I am interested in - the CQC8

TattooBlade said:
Every dealer site I saw just today had a ton of Emersons. eBay has tons of Emersons. Emerson direct has tons of Emersons. I don't think you were looking in the right place.
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I had to deal with Mary just yesterday and she was awesome! I was trying to track down some old paperwork and she found it in their system and emailed it to me without a problem. Great customer service!
 
Kutz said:
Because they want one but can't afford one.
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Hmmm, thats funny. I had numerous problems with my Emersons, and yet they told either it was my fault or, and here's the kicker, they are hard use knives and looks dont really matter. Ok, I just wont buy from them anymore. (And Ive got the pics to prove ownership ;)

I post this not so flame or start a war, but just to remind folks out there that many of us have been burned by EKI, and until we see a turnaround in some of their practices, our business goes elsewhere.

I want to like Emerson, but they have to like me back first lol. To those with good experiences, let Emerson know what they did right so they may repeat it for others in the future. Ernest's thread on "Emerson Calls BS" is truly disgusting to me and shows he cares not for his customers but for his cash. That attitude must change.

Hope this wasn't too trollish. I'd love to see them change and fulfill their potential.
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