My experience with ESEE Knives Customer Service.

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jeffetcs

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I had a slight cosmetic issue on the esee 5 I purchased. I didn't know if it would effect the knife in any way, so I decide to call esee and ask about it. A woman answered, was polite but gave me a phone number to a guy named Mike, called and had no answer. Called an hour later and still nothing. (They were free to call these hours) So I called back the next day and told the woman that I called the number she gave me a couple different times, she almost interrupted me and said, "Well there is nothing I can do for you, leave him a message." I wasn't having it, I wasn't going to deal with it. I returned the knife, going to buy a new one, actually I don't know. Part of why I buy their knives is because of the warranty, but there is no damn point of an amazing warranty if there is no one to support you when you need it! I am not impressed at all. I may still get the knife just because it's a solid performer. To the people who had amazing experience with them, good for you, this is my point of view of what happened. Thanks. (The number she gave me was verified the next day I called her as the correct number)
 
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A little patience would've helped.
You're dealing with a pretty fairly small company that runs the business, training courses and they just got back from Bladeshow.
 
Mike Perrin is one of the co-owners of ESEE. He is know to be a blunt and to the point, which can come off as rude. I don't think this is anything other than an old man from the time before everyone became tethered to their smart phones. You should have left a message, emailed, or tried again a different day because people have lives and he isn't a full-time customer service rep. They certainly don't bend over backwards. Remember this is a cranky old man we are talking about, but he does take care of his customers. Just don't be surprised if he gives you an honest answer.
 
Jhansenak47 said:
Mike Perrin is one of the co-owners of ESEE. He is know to be a blunt and to the point, which can come off as rude. I don't think this is anything other than an old man from the time before everyone became tethered to their smart phones. You should have left a message, emailed, or tried again a different day because people have lives and he isn't a full-time customer service rep. They certainly don't bend over backwards. Remember this is a cranky old man we are talking about, but he does take care of his customers. Just don't be surprised if he gives you an honest answer.
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I did call him on different days, even my father tried calling and nothing, not even the customer service lady. I am not buying their knives, that was bullshit. Good thing amazon came through. 150 bucks returned and I couldn't be happier. I shouldn't have to wait to ask a simple question, I didn't want to go through the warranty process when I could just return it.
 
Standard78 said:
A little patience would've helped.
You're dealing with a pretty fairly small company that runs the business, training courses and they just got back from Bladeshow.
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Shouldn't stop them from answering a simple question, I didn't want to go through the warranty process because I am assuming he would want me to send the knife and, and get a new one which would cost me money, regardless I sent it back to amazon. All I wanted to ask was if this issue would cause a problem with the knife, if not I would keep it and not give a damn, but basically 3 days to not get a hold of someone? To ask a question that would have taken a good minute to answer? I told this lady too, I just wanted to ask a question. THAT'S IT!
 
jeffetcs said:
Shouldn't stop them from answering a simple question, I didn't want to go through the warranty process because I am assuming he would want me to send the knife and, and get a new one which would cost me money, regardless I sent it back to amazon. All I wanted to ask was if this issue would cause a problem with the knife, if not I would keep it and not give a damn, but basically 3 days to not get a hold of someone? To ask a question that would have taken a good minute to answer? I told this lady too, I just wanted to ask a question. THAT'S IT!
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Simply amazing. Do people not get vacations? Does life not happen? A three day wait is nothing. Small company that runs survival training after one of the biggest knife shows of the year. The "I want it now" culture kids are developing these days is going to lead to lots pf disappointment, especially in the various hobbies like knife use and collecting. It might be better you didn't get a hold of him as he would have told you exactly what he thought of your issue and if it was not an actual warranty problem that might have been very pleasant for you. If you have an issue with a brand knew item it should always go back to the dealer, not the manufacturer.
 
world has changed.

in my business i remember when i started way back when........ folks with failed ac would wait a few days patiently due to the demand, and when you showed up they were happy you were there to fix it. they were pleasant and decent the entire process.

nowadays they are super mad and irritated that you can't teleport instantly and get it running instantly. they are screaming mad when you get there. they expect everything for free and over and beyond what they paid for. they use threats of bad yelp and online reviews if you don't give them everything they want even if they didn't pay for it. they use threats of lawyers if you don't cater to their unpaid demands. it's almost comical how people have become.

patience and decency has died off somehow.
 
How true!!!
How bout every single AC customer had an infant with asthma or a 95 year old mother with emphysema!!
Everyone has an emergency!! Everyone!!
They want you there instantaneously and they want it for free!!!
See that garbage every day.
No different than this guy. This was an emergency to him! Doesn't care about anyone or anything, besides his wonky grind that MUST be addressed NOW!!!
Another first world problem.
Little nauseating if you ask me.
Joe

jbmonkey said:
world has changed.

in my business i remember when i started way back when........ folks with failed ac would wait a few days patiently due to the demand, and when you showed up they were happy you were there to fix it. they were pleasant and decent the entire process.

nowadays they are super mad and irritated that you can't teleport instantly and get it running instantly. they are screaming mad when you get there. they expect everything for free and over and beyond what they paid for. they use threats of bad yelp and online reviews if you don't give them everything they want even if they didn't pay for it. they use threats of lawyers if you don't cater to their unpaid demands. it's almost comical how people have become.

patience and decency has died off somehow.
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palonej said:
How true!!!
How bout every single AC customer had an infant with asthma or a 95 year old mother with emphysema!!
Everyone has an emergency!! Everyone!!
They want you there instantaneously and they want it for free!!!
Joe
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so true. jersey and ny ain't much different than the south when it comes to ac customer folks. course most of these folks are from nj down here, that whine and scream. tell your family to come home so you can deal with their sick babies with asthma and dying elderly mothers, etc.:)

let's give the guy a break. it is disappointing that perfection doesn't exist and that Mike won't answer the phone quickly. esee is a love or hate kind of brand. not much middle ground.
 
Also, looking at the op and the subsequent posts he changes his story. Went from 24hrs to 3 days. Went from 2 calls to an unspecified multiple including having his dad call. Who knows what really happened here.

In his other thread on this subject he edited out the op right before posting this thread. Why do that? An off grind is not uncommon on a production knife. What he posted would not impact a thing and that is the answer everyone gave him and it would have been the answer esee gave him.

If you are just going to sit there and look at the knife I can kind of understand wanting the grind perfect. If you use the knife it will need to be resharpened. At that time you can clean up the grind. The esee 5 is a .25" hunk of solid 1095 that is meant to smash through a helicopter fuselage. Off center grind won't impact that and it will dull so sharpening is a must.
 
When i wss new to knives i had the same issue with an esee 4. I sent them an email and they told me it was not a warranty issue. I sharpened it out just fine.
 
This confused me also. If it's just a slight cosmetic issue, why are your panities in a bunch?? Your hair is on fire because you aren't getting instant gratification over a slight cosmetic issue?
And because of this slight cosmetic issue, you return the knife and blast the company??
Sorry you aren't getting a bunch of high fives, but it seems a slight cosmetic issue doesn't rate a meltdown.

Sidehill Gouger said:
why are you bothering them with a "slight cosmetic issue" anyway? This is a working survival knife that is going to have many new cosmetic issues after a few months use anyway.
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palonej said:
How true!!!
How bout every single AC customer had an infant with asthma or a 95 year old mother with emphysema!!
Everyone has an emergency!! Everyone!!
They want you there instantaneously and they want it for free!!!
See that garbage every day.
No different than this guy. This was an emergency to him! Doesn't care about anyone or anything, besides his wonky grind that MUST be addressed NOW!!!
Another first world problem.
Little nauseating if you ask me.
Joe
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It is an emergency! My 95 year old grandmother does have pneumonia... while caring for my infant with asthma... who's making an ice sculpture for the Pope... who's coming for a visit. Those robes are heavy, he'll die in this heat! That's what I tell the landlord anyway, cuz screw them. I'm nice to the technician.

The lady cutting me off probably would have annoyed me, but knowing how small the company is, I wouldn't have expected an immediate response. ESEEs are overpriced though, in my opinion, so I understand the OPs displeasure with the grind. It's a $150 slab of 1095 and a couple pieces of micarta. They could at least get the grind right.
 
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