My experience with ESEE Knives Customer Service.

I don't have any issue with you expecting a new knife to have no blenishes. That being said the world is a busy place and alot of companies especially smaller ones work with a small staff and its almost the norm to leave a message or send an email and have some patience. Esee will correct any issues but you can't expect it at the snap of your fingers. They have a business and other customers also and sometimes we just have to communicate n give a fair chance for them to correct the issue. So I'm glad you returned the knife and hope you got a knife youre happy with ... but this instant gratification many expect is unrealastic ... and a bit of patience goes a long way ... and just reading your post ... if you growl at the compant they may growl back ... you communicate calmly you may get a better response.
 
JJ_Colt45 said:
I but this instant gratification many expect is unrealastic
Click to expand...

This simply isn't true. The expectation exists because many companies are able to provide instant gratification. Honestly, it isn't even that difficult. It just requires a company owner that cares enough to put the customer first. The small company excuse also falls flat. If anything, a small company should be able to handle a simple question much easier than a larger company. ESEE is small enough that every person on their staff should be able to speak intelligently about every one of their products. The fact that they aren't able to speaks volumes.

The fact of the matter is that there's nothing unique about ESEE. They make middle of the road blades out of 1095 with micarta scales screwed to the sides and kydex sheaths. They don't offer anything that you couldn't get from 100 other companies. Why not go with somebody that values their customers?
 
If the OP's story is true, ESEE made several customer service blunders during this debacle.

First, the girl answering the phone should have set the expectation of leaving a message when giving out Mike's number. All of this could have been avoided by simply stating "You'd have to talk to Mike for that. Here's his number. He isn't real good about answering his phone, but if you leave a voicemail he'll get right back to you."

Secondly, when the OP called the girl back the next day the proper response was "Sorry about that. Mike isn't real good about answering his phone, but he's usually really good about responding to voicemails. Did you leave a voicemail? Let me take your name and number and I'll get it to Mike and make sure that he gets back to you." Super simple. Mike openly admits that he's ignoring some of the calls that come in. If we know this about him, the girl answering the phones should as well. Knowing this it shouldn't be too surprising to her, or Mike, that somebody that's trying to get ahold of him might be calling her to find out how. This should be anticipated and a proper response should be prepared. "There's nothing I can do" is not a proper response.

Thirdly, Mike needs to properly train his employees. I've called manufacturers as large as KAI and as small as Hess (two employees) and others that fall everywhere in between. All of these calls have been answered by somebody that can answer a simple question. The fact that ESEE's number rings a desk of somebody that isn't equipped to answer a simple question, and instead must refer calls to somebody that openly admits that he ignores calls, tells me all I need to know about how much they value their customers.

There have been several times over the last couple of years that I've considered buying an ESEE. Each time one of their knives makes it on my list a thread like this pops up before I get around to buying it. I'm happy for ESEE that they're at a point where they feel that they can be selective in who they sell knives to. I'm OK with the fact that I don't fall into the market that they're targeting. At the same time, I thank the OP for bringing these issues up to remind me of that fact. I'd also like to thank Mike for being so honest so that I can make an informed decision. There are plenty of companies out there that do business in a way that I'm comfortable with. There's no reason for me to go to a company that doesn't value me as a customer.
Click to expand...

Great post, I am surprise so many have come to the defense of Esee on this post. I felt a bit on their side as well but then i read another thread where they refuse to assist a war veteran with a warranty issue. Any company that doesnt value their customers is bad in my book and one that doesnt value its veterans is worse.
 
Cory Hess said:
This simply isn't true. The expectation exists because many companies are able to provide instant gratification. Honestly, it isn't even that difficult. It just requires a company owner that cares enough to put the customer first. The small company excuse also falls flat. If anything, a small company should be able to handle a simple question much easier than a larger company. ESEE is small enough that every person on their staff should be able to speak intelligently about every one of their products. The fact that they aren't able to speaks volumes.

The fact of the matter is that there's nothing unique about ESEE. They make middle of the road blades out of 1095 with micarta scales screwed to the sides and kydex sheaths. They don't offer anything that you couldn't get from 100 other companies. Why not go with somebody that values their customers?
Click to expand...

That's an interesting take.

I'm curious, if the only guy who can answer a question is on the phone with another customer and our OP calls for the 3rd time who should the company talk to? The person who he's already helping or the guy who refuses to leave a voicemail?

If I'm the guy on the phone I wouldn't like it if my needs went unanswered because someone else calls while I'm talking to the company. So which customer isn't being "valued" in the above scenario?

As for your comment about the relative quality of ESEE knives, it was the OP who made the decision to buy one, your opinion is as you admit, misinformed.
 
When I have a problem with my truck, or a motorcycle or whatever I don't call the head office; I start out with where I bought it.

Why I mean I will even look online for advice about how to address said fault on my own vs. spending extra time explaining it to a company rep.

This whole deal of treating knives like toys has led to this thread and to ESEE telling the customer not to let the door hit him on the ass. The OP's drive for instant response is like a toddler with a broken toy screaming till his parents buy a new one. He even takes the tread there by getting his dad to call too. And then not leaving messages because once again they needed instant redress. Then to put a cherry on this sundae of failure comes the extra justification of a soon to be dead dog who's going to be honored with it's name on little billy's latest distraction.

These folks are not the sharpest spoons in the drawer but they sure make a compelling anecdote in the nature vs. nurture debate.
 
JohnWE said:
That's an interesting take.

I'm curious, if the only guy who can answer a question is on the phone with another customer and our OP calls for the 3rd time who should the company talk to? The person who he's already helping or the guy who refuses to leave a voicemail?

If I'm the guy on the phone I wouldn't like it if my needs went unanswered because someone else calls while I'm talking to the company. So which customer isn't being "valued" in the above scenario?

As for your comment about the relative quality of ESEE knives, it was the OP who made the decision to buy one, your opinion is as you admit, misinformed.
Click to expand...

Now you see the problem with their whole approach to customer service. The fact that they're relying on one single person to be the only one that's allowed to answer questions means that they're putting his ego before the needs of the company. It's a simple problem to solve. Value your employees, and your customers, enough to train everybody on the ins and outs of your product. If Mike took this simple step he wouldn't be the only person that could answer a question. The failure isn't in how they handled this one issue. The failure is in how they run their company.

My opinions are always misinformed. However, as somebody that has done substantial research into knives in ESEE's price range and intended purposes I'm not ignorant as to their value and quality. They are not doing anything unique or special.
 
The value and quality of the knife isn't and hasn't been the question. The complaint was that the buyer thought he was more entitled than the other customers that were being dealt with by the person who makes the decisions. A simple voicemail would have been responded to and his questions would have been answered, to expect people to stop everything they're doing every time someone calls with a question is unrealistic. Asking them to leave a voicemail and getting a call back is completely reasonable and a realistic way to deal with the issue.

As far as the failure of the company, they seem to be doing alright so far.

As far as the uniqueness or quality, that has never been part of the equation. The OP chose to buy one of their knives for his own reasons. His expectations of customer service after the sale is the topic under discussion and in my opinion his expectations were unreasonable and ESEE is better off for losing him as a customer.
 
24 hours. He didn't get a response to 2 phone calls with no message left. He gets his feelings hurt after he talks to the lady at the office. Starts this thread and changes his story. Now his daddy is calling for him!

Leave a message.

Some people are not esee customers. And esee is fine with that. Take the hurt feels to a different company.
 
When a call goes unanswered, a reply plays ASKING the caller to leave a message.
Now someone else needs to tell the caller to leave a message also??
Come on.
 
A simple voicemail he would have set a response in action ... the facr that Mike took time to come on the forum and respond directly speaks straight to that.
If the OP would have left the voicemail 1st call instead of having a tantrum on here he could have had satisfaction without the drama.
Reguardless small or large company one person to address issues or a thousand its still about too many people think their problems are the only one to deal with and somehow forget there is alot more to a business and alot of customers to deal with.
And if Esee didn't value their customers they wouldnt be considered among the absolute best warrenties in the business ... but they arent mind readers and cant address issues a customer wont give them a chance too.
 
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.
Click to expand...

LOL, who has their Dad call on a $150 dollar knife? Ya'll sit around doing nothing all day? Leave a voicemail...be patient grasshopper.
 
Just got a call on my business line. No message left. What should I do??
Can't believe there are members arguing the other side of this.
Are you guys reading the OP's posts?? Are you not seeing an entitled little whiny brat?? We asked for pics of this horrible cosmetic defect. Never posted any.
Come on dudes.
 
palonej said:
Just got a call on my business line. No message left. What should I do??
Can't believe there are members arguing the other side of this.
Are you guys reading the OP's posts?? Are you not seeing an entitled little whiny brat?? We asked for pics of this horrible cosmetic defect. Never posted any.
Come on dudes.
Click to expand...
He posted those pics but took them down when the community told him he was wrong (his other thread on this subject). Then he had the balls to start this thread. I'm fine with him not owning an esee. As it turns out, esee is as well. Take your needless time suck elsewhere. Keeps my possible warranty costs down.
 
Last edited:
Joe, I'm reading his posts. I just have a different takeaway than you, and that's OK. The way I see it there are two kinds of companies. There are companies like Buck, Spyderco, KnivesShipFree, DLT, GEC, Queen, LT Wright, Battle Horse, etc. etc. etc. that will bend over backwards to take care of their customers. They don't care who's at fault or what caused the problem. Their focus is on making the customer happy regardless of the issue. Then there are other companies like ESEE, Hinderer, Bark River, etc. that have stipulations on when and how they're going to take care of their customers. They care more about covering their own butts than making the customer happy. Some of these companies make unique products and if you want that product you make the decision to take the bad with the good. Others, like ESEE, do absolutely nothing unique and therefore there's no reason to accept the second rate customer service.

Whether you think that the OP handled things properly or not is inconsequential. The fact is that if he had chosen to buy a product from a company that was better run he would have been taken care of regardless of how he handled it. We have options. I chose to deal with people that will bend over backwards for me. You can choose to deal with people that will bend you over once they get your money. Both are fine, but it's ridiculous to pretend that there's not a difference.
 
Cory Hess said:
Joe, I'm reading his posts. I just have a different takeaway than you, and that's OK. The way I see it there are two kinds of companies. There are companies like Buck, Spyderco, KnivesShipFree, DLT, GEC, Queen, LT Wright, Battle Horse, etc. etc. etc. that will bend over backwards to take care of their customers. They don't care who's at fault or what caused the problem. Their focus is on making the customer happy regardless of the issue. Then there are other companies like ESEE, Hinderer, Bark River, etc. that have stipulations on when and how they're going to take care of their customers. They care more about covering their own butts than making the customer happy. Some of these companies make unique products and if you want that product you make the decision to take the bad with the good. Others, like ESEE, do absolutely nothing unique and therefore there's no reason to accept the second rate customer service.

Whether you think that the OP handled things properly or not is inconsequential. The fact is that if he had chosen to buy a product from a company that was better run he would have been taken care of regardless of how he handled it. We have options. I chose to deal with people that will bend over backwards for me. You can choose to deal with people that will bend you over once they get your money. Both are fine, but it's ridiculous to pretend that there's not a difference.
Click to expand...

Overstating your misinformed opinion doesn't make it any more informed.
 
Cory Hess said:
Joe, I'm reading his posts. I just have a different takeaway than you, and that's OK. The way I see it there are two kinds of companies. There are companies like Buck, Spyderco, KnivesShipFree, DLT, GEC, Queen, LT Wright, Battle Horse, etc. etc. etc. that will bend over backwards to take care of their customers. They don't care who's at fault or what caused the problem. Their focus is on making the customer happy regardless of the issue. Then there are other companies like ESEE, Hinderer, Bark River, etc. that have stipulations on when and how they're going to take care of their customers. They care more about covering their own butts than making the customer happy. Some of these companies make unique products and if you want that product you make the decision to take the bad with the good. Others, like ESEE, do absolutely nothing unique and therefore there's no reason to accept the second rate customer service.

Whether you think that the OP handled things properly or not is inconsequential. The fact is that if he had chosen to buy a product from a company that was better run he would have been taken care of regardless of how he handled it. We have options. I chose to deal with people that will bend over backwards for me. You can choose to deal with people that will bend you over once they get your money. Both are fine, but it's ridiculous to pretend that there's not a difference.
Click to expand...
In my opinion, ESEE does have a somewhat unique style and system that appeals to many buyers, and because of this, they are one of the easiest knives to resell on the forums.
The mostly 1095 steel, with a good heat treat, does give a good value, especially to the budget minded adventurer. These fixed blade knives do not really need extensive customer service, since there really isn't much that can go wrong with them, unlike a bunch of folding knives. When going off road, into the Brazilian highlands, I like my Izula horizontal in front, my 6P right side, and my Junglas crossdraw, or improvised shoulder rig. World class outfitting for $330.00. Even if a person doesn't like the owner's attitude, or the slower customer care response, they are still losing out, by not giving these knives a fair trial.
 
Last edited:
Cory Hess said:
And admitting that I'm not infallible doesn't discount my viewpoint.
Click to expand...

You seem to be confused over the difference of holding a point of view and making unprovable and false statements.

You may think that the passive aggressiveness in your signature somehow gives you leave to make unfounded and ignorant statements about the various knife companies that you've mentioned in this thread but what it really shows is your ignorance.

You've made numerous disparaging comments about several companies in this thread, why don't start a thread about your personal experiences with those companies outlining how they mistreated you or "bent you over " as you claimed they do.

I've owned an ESEE knife that was purchased directly from the company, they didn't bend me over anything nor did I receive poor customer service. That's my personal experience, now share yours.
 
You must log in or register to reply here.
Back
Top