My experience with ESEE Knives Customer Service.

A little more patience might of paid off. The BLADE show was just last weekend and I'm betting that might of played some part in the delay.
 
i don't know why so many members are so quick to come up with excuses for poor customer service. If it's true that the ESEE folks are preoccupied with blade show or running training courses, it doesn't take much effort for the customer service rep to politely relay that the person the OP needed to talk to is busy and will get back to them. I agree that if the OP demonstrated a little more patience, the situation may have worked itself out, but giving ESEE a pass is just silly.
 
The OP was impatient, Esee was lacking on customer service. The person who answered could have had a good attitude and been upfront about any potential delays due to blade show.

Not like Esee has a spotless track record of excellent customer service.

Moral of the story, if customer service is important research your purchases before hand and choose accordingly. Many companies bend over backward to make people happy, some tell their customers they are idiots (and they may very well be idiots lol) so a little due diligence goes a long way.
 
Munzer said:
i don't know why so many members are so quick to come up with excuses for poor customer service. If it's true that the ESEE folks are preoccupied with blade show or running training courses, it doesn't take much effort for the customer service rep to politely relay that the person the OP needed to talk to is busy and will get back to them. I agree that if the OP demonstrated a little more patience, the situation may have worked itself out, but giving ESEE a pass is just silly.
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fair points.

course we only know what the op says happened. maybe it happened exactly as he said, maybe it didn't. this is the problem with this kind of stuff. we can't really assume much other than our own experiences with the brand and owners. i had good experience with Mike and company in the past. not quick but did respond to my inquiry. so i am biased on how i interpret the ops story. others who have had bad experiences with esee are gonna lean the other way in bias.
 
jeffetcs said:
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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Do you use knives or just like them to look pretty ?
 
theobetts said:
I would love to see a picture of this knife and the defect.
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He had another thread on this issue with a picture asking if it was an problem. Everyone told him it was not an issue. He deleted the original post with the photo in that thread and started this one this morning.

Starting a thread like this after not getting a response from a direct phone call to a company owner within 24hrs is ridiculous. Total illogical overreaction. This is particularly the type of customer esee does not want. They've said so multiple times. Some people have a problem with how direct they can be. Oh well. They don't really care. And as an esee user, weeding out the problem customers keeps warranty costs down so if I ever need said warranty it and the company will be there for me.
 
craytab said:
He had another thread on this issue with a picture asking if it was an problem. Everyone told him it was not an issue. He deleted the original post with the photo in that thread and started this one this morning.

Starting a thread like this after not getting a response from a direct phone call to a company owner within 24hrs is ridiculous. Total illogical overreaction. This is particularly the type of customer esee does not want. They've said so multiple times. Some people have a problem with how direct they can be. Oh well. They don't really care. And as an esee user, weeding out the problem customers keeps warranty costs down so if I ever need said warranty it and the company will be there for me.
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Yea I just looked at the old posts. In summary:

- First he asked for recommendations for a fixed blade survival knife in 1095.
- The ESEE 6 was among his choices so he gets an ESEE 6.
- The edge of the ESEE 6 appears off to him and he is concerned because his sharpening skills are not the best.
- Makes a post about the edge and multiple posters reply it's not an issue.
- Decides it is an issue and calls ESEE customer service.

And here we are.

Probably a better decision on the posters part would be to ask how to improve his sharpening skills and correct the problem himself. Or ask about someone who offers sharpening services so they could correct it. Personally I think learning to properly sharpen a knife would be the better choice, especially if you are looking into survival stuff. At some point during the Zombie Apocalypse your head chopper will dull and you'll need to get it back to skull cleaving sharp.
 
And if you aren't happy with something from a dealer, return it to the dealer. No need to involve the company at that point. Btw, if you go to one of the reputable dealers that support bfc you can ask that they check for flaws like an off grind. That is if you are rational, reasonable, and nice about it. No chance in hell Amazon will do that for you. But now days with the least price and free 2 day prime shipping, kids don't think about such things. Would it have been worth the few bucks saved to get service from a proper dealer and exactly what you wanted?
 
Halfneck said:
Yea I just looked at the old posts. In summary:

- First he asked for recommendations for a fixed blade survival knife in 1095.
- The ESEE 6 was among his choices so he gets an ESEE 6.
- The edge of the ESEE 6 appears off to him and he is concerned because his sharpening skills are not the best.
- Makes a post about the edge and multiple posters reply it's not an issue.
- Decides it is an issue and calls ESEE customer service.

And here we are.

Probably a better decision on the posters part would be to ask how to improve his sharpening skills and correct the problem himself. Or ask about someone who offers sharpening services so they could correct it. Personally I think learning to properly sharpen a knife would be the better choice, especially if you are looking into survival stuff. At some point during the Zombie Apocalypse your head chopper will dull and you'll need to get it back to skull cleaving sharp.
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Yes, after chopping out the helicopter the knife would have been dull and the lad would have needed to sharpen that thing. That and every other knife he ever actually uses.
 
Revolverrodger said:
Are you sure he uses knives that hard ?
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Well, I assume. Even though my own Esee 5 is mostly just a novelty/project knife.

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jeffetcs said:
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.
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Really?

You had your Dad call?

Are you old enough to even own a knife?

On the plus side, you relieved them from having to deal with you any further for which I'm sure they're grateful.
 
craytab said:
That would be the coating after spraying it with paint remover.
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Whew, it looked more like fricassed Zombie protoplasm that you had just scraped off the blade.
(Not that I'd seen any of that, since 3 or 4 yrs ago.)

The optics of the OP's actions surpass the cosmetic issue which prompted the initial two posts.
A wee bit more patience will serve well with any future unmet product expectations.
Checking out a maker's/vendor's history also will help realign one's expectations to that level exhibited by the maker previously. And context can change, like synchronicity with the Blade Show.

We all would like flawless product and customer service, regardless of price point/company size etc. But that is not the world.

After being comped a suite at the Ritz Carlton Newport Beach (such a kind gift) I'll still not have the expectation of a concierge at Motel 6, while being grateful that I'm not homeless.
 
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