New Graham Knives: You have to ASK them to check your knife?

Keith Montgomery said:
I was in retail for 32 years. If one of our customers was shipped anything defective or damaged, we would supply the customer with our UPS or Fed-Ex account number for them to use to ship the item back. The only time that the customer had to pay was when they wanted to return it for an exchange or refund. Most of what we sold was over $50.00, but not everything. By the way, it was good business.

As long as it is made clear on their website, NGK have the right to make their policy whatever they want it to be.
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NGK could never sell knives for the price they currently do. If there was to be an expectation that NGK covered shipping on returns the prices of goods would have to rise. At the price they now sell, their profit margin is too small to expect them to pay for shipping. there are very few dealers of manufactured knives who do pay shipping on returns. I am not sure what makers of custom knives do in regards to paying shipping on returns but my guess is that if they do it is already figured into the price.
 
normally I just ask Marybeth to help me check for QC. it works. only one that didn't was the Calypso Jr with the wobbly blade, and all of them in that batch sent to NGK were like that.

so far, NGK has come through for me.
 
imho its cases problem, not NGK's.

i bet i have dealt with NGK a dozen times and its always been a pleasure, good prices, fast shippers, good website, they stand behind what they sell, great folks imho, anytime anyone asks me where to buy a knife or other tac gear on the net NGK is who i think of 1st.
 
By the way, I have bought from NGK and been exceptionally happy with the service I got.

In the end, the problem does lie with Case.
 
trkJr, may I ask where you usually order from, that you have an expectation that every knife is QC'd before it goes in the mail? I'd like to do business with them myself - that is, as long as they don't pass the increased cost for this service along to me, the customer! :)
 
TorzJohnson said:
trkJr, may I ask where you usually order from, that you have an expectation that every knife is QC'd before it goes in the mail? I'd like to do business with them myself - that is, as long as they don't pass the increased cost for this service along to me, the customer! :)
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Torz,

since you asked, I'm usually buying customs direct from makers, like CRK, Dan Koster, and others of their caliber, so of course it's never been an issue. this was a special instance, since I was buying my nephew his first real knife.

we also did this as an internet purchase, and didn't phone it in and talk to anyone, not that it might have made any difference.

I had bought other items online, of an EDC nature. had some issues with some of those items, and the internet vendor sent me a RA# and shipping label for me to ship items back free.

While my expectation for QC may have been naive, it seems others on this site knew that NGK will check your knife purchase if you know to ask. I just didn't know, but I will always ask for any knife I purchase in the future, whatever the source.

all my other online knife purchases have gone without a hitch, so I count my good fortune at not having this issue come up before.
 
Not that my opinion matters, but it seems the original poster has been exceptionally nice and cordial despite some of the condescension he has experienced here.
Crap happens and there is nothing wrong with voicing your concern in a public forum. That's, afterall, what this place is for.
I have not ordered from NGK but I would NOT hesitate based on the great reviews I have heard about them for a long time.

Just wanted to put my .02 in.

Best,
Brett
 
I try to keep all of my knife purchases to those bought off of this forum and one other forum ;). But, whenever I want a knife from an online store, I choose New Graham. They have it in stock, they have great prices, and great service. I can't wait to go to their store one day.
 
trkJr said:
Torz,

since you asked, I'm usually buying customs direct from makers, like CRK, Dan Koster, and others of their caliber, so of course it's never been an issue. this was a special instance, since I was buying my nephew his first real knife.
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I too have bought custom knives from people of the same caliber and been very satisfied, but a number of them have had small flaws. I only sent one back to be touched up, which the maker did happily.

I guess my point is, the best QC in the world is having a maker build the knife for you, and things still slip through. I wouldn't expect a vendor who sends out 10 times as many knives a day to realistically be able to QC every knife, but I give NGK points for being willing to do it at all.
 
TorzJohnson said:
I too have bought custom knives from people of the same caliber and been very satisfied, but a number of them have had small flaws. I only sent one back to be touched up, which the maker did happily.

I guess my point is, the best QC in the world is having a maker build the knife for you, and things still slip through. I wouldn't expect a vendor who sends out 10 times as many knives a day to realistically be able to QC every knife, but I give NGK points for being willing to do it at all.
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Surprised again as I am that this issue is still getting comments, I'll try to clarify:

it's not so much anymore the issue of paying for shipping, who's fault it is, Case or NGK, or whether NGK is willing to check a knife, but that you had to know to ask them to check. It made me feel just a little less valued as a customer.

the fact that some here on this did know this and been able to do QC prior to shipping reinforced that.

"Boo- Hoo" (I know) like I said, I'm over it, but was never attempting to question NGK's goods or good name or the many successful transactions reported by many BF members.

Just relating how one individual transaction went for me.
 
No argument with the many good points about the practical problems of the knife business.

Only good experiences here with NGK.

The statements that sellers have no duty to insure some level of quality is, for the most part, incorrect as a matter of law. All fifty states create a warranty by the seller of goods that the goods work as they are supposed to work and have no significant defects. Room for arguments? Sure. That's why we have juries.

Federal law also creates the same duty in sellers AND manufacturers.

There is often a dollar value limit. In the case of the feds, $15.00.

These dutues can be avoided by pre-sale disclaimers, as NGK has done. Few sellers or manufacturers effectively do so. Usually the purported deisclaimers ("limitations"/"limited warranty") are inside the package and, therefore, worthless except as bluffs. (They must work, or the sellers and manufacturuers would not bother to print them up. Sorta like, "Why do they send me an email saying I 'won' $15,000,000. Why would that fool? Someone.)

If you want details: http://www.ftc.gov/bcp/conline/pubs/buspubs/warranty.shtm
 
trkJr said:
Surprised again as I am that this issue is still getting comments
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Certain topics tend to attract a lot of attention here. NGK is a favorite among BF members with a very good reputation and that leads to a lot of people who want to defend their good name, even if the complaint is relatively benign.

Just be glad you didn't say anything (good, bad or indifferent) about Mick Strider. Your great-grandchildren would be posting in that thread. :D
 
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