Negative Experience with SOG's CS

HousiN · Mar 14, 2012

I have a negative experience with SOGs customer service. I sent my Visionary 2 off on 02/24/2012 because the knife was very stiff to open. The knife can open smoothly but all of the top screws (including the pivot) would have to be loose. I got my knife back today from UPS. When I opened the box, I see the knife is laying on top of some packing paper all by itself. This ticked me off a little bit because I put the knife in the original SOG box when I shipped it. No, I did not just ship it in that box. I placed that box into a mailing envelop.

Long story short I open and close my knife and see that it is slightly easier to open but still cannot be closed with the use of the Arc-Lock. I have came to the conclusion that the SOG Visionary 2 has a major design flaw. The top T6 screw and pivot screw have to be loose in order for the Arc-Lock to be useful. I think SOG added some kind of loctite to the top T6 screws because they feel tighter.

Since I have got my knife back I loosened the top T6 screw and pivot screw and now the knife opens fine. I will need to add loctite to the pivot screw in the near future due to it being loose. I emailed SOG waranty back in order to see if I can have my box back. I'm hoping to hear back from them tomorrow. I suppose I will update this post after I hear back from them.

EDIT: Ok, I sent my knife out again. Today I just received my Visionary II back from UPS and...... Its GREAT!!! SOG fixed it so now it opens super smooth and fast. They also sent me a new box and a Team SOG hat!!! I will say that when I received my knife back the first time, I was not planning on getting another SOG product ever again. Now that they have showed such great customer service, I might just purchase some in the future. Thanks for reading.

Thanks

I did put the paper back in the box but this is what it looked like.

ssblood · Mar 14, 2012

You should never ship back a knife in a envelope, use a box always. Also, you shouldn't pack them in their original box, a Ziploc and some balled up newspaper or some peanuts works great.

HousiN · Mar 14, 2012

Ok, but that doesn't make sense for them to throw it away. It also had the bar code on it so I thought they needed it. Also, for them to ship it like that makes no sense at all. I'v shipped items to companies in the past and they either wrapped the item with something or put it in a smaller box when it is shipped to me.

What is wrong with shipping it in an envelope? The man at the post office gave me that idea. It seemed perfectly fine to me.

ssblood · Mar 14, 2012

Many knives have been lost because of an envelope, easier to tamper with than a box.

Sog in my experience threw my knife out and just replaced it. Boxes can be lost or damaged in the envelope also.

Alann45 · Mar 14, 2012

HousiN said:
Ok, but that doesn't make sense for them to throw it away. It also had the bar code on it so I thought they needed it. Also, for them to ship it like that makes no sense at all. I'v shipped items to companies in the past and they either rapped the item with something or put it in a smaller box when it is shipped to me.

It may not make sense, but ssblood is correct. And that's not just SOG, the same thing will happen with a lot of companies.
The usually procedure for repairs is to attach a tag to the knife when it is received, with the relevant info on it. They really don't have a way of keeping track of boxes.

What is wrong with shipping it in an envelope? The man at the post office game me that idea. It seemed perfectly fine to me.

Seems fine to me too. Those USPS Priority envelopes are pretty secure.
A couple of dealers I use ship in those envelopes.
Another only uses the USPS envelope as his packing material inside a box.

Amazon even occasionally uses envelopes too.

However, personally I would use a box. Makes me feel more secure.

SOG DOG #2

HousiN · Mar 15, 2012

Alann45 said:
It may not make sense, but ssblood is correct. And that's not just SOG, the same thing will happen with a lot of companies.
The usually procedure for repairs is to attach a tag to the knife when it is received, with the relevant info on it. They really don't have a way of keeping track of boxes.

Ok thanks, I'll keep that in mind when shipping items back to the manufacture. Also, SOG contacted me back and I'm shipping my Visionary 2 back out today lol. Warranty said they will fix my knife and give me a new box. I'm curious to see if they can do anything to make the blade open faster with all of the top T6 screws being tight. I don't know if its my knife or every Visionary 2. I was looking at videos on Youtube and their Visionary 1 & 2 opened and closed fast. I also don't understand why they couldn't fix it the first time and it is going to take a second time. But I'm all for giving a company an opportunity to fix mistakes. Everyone makes them.

schoolbus · Mar 25, 2012

HousiN said:
I don't know if its my knife or every Visionary 2.

It sounds like it's just your knife. I have 2 Visionary II knives and 1 Visionary I and they all open and close flawlessly either with the thumb stud, arc lock or a flick of the wrist. your knife sounds like it was not manufactured correctly. It would have been great if SOG replaced it for you.

HousiN · Apr 11, 2012

I added the final part to this post. I couldn't change the title

Thanks for reading.

Alann45 · Apr 11, 2012

HousiN said:
I added the final part to this post. I couldn't change the title Thanks for reading.

Thanks for updating us and glad you had a positive outcome.
You might want to bold the edited portion of your original post (#1) or put it in red, so folks are sure to see it, since some have had negative things to say about SOGs CS.

SOG DOG #2

Edit: Thanks for changing your edit to red...that will definitely get noticed.

DD1 · Apr 13, 2012

Just for future reference white Teflon tape works great on those arc lock screws and is less messy. Anyway glad it worked out the visionary and spec elites are great knives.

HousiN · Apr 13, 2012

PiiG said:
Just for future reference white Teflon tape works great on those arc lock screws and is less messy. Anyway glad it worked out the visionary and spec elites are great knives.

It works the same as lock tight but the screws were too long and were sticking up, not flush with the handle like the T6 screw beside the pocket clip.