- Joined
- Mar 7, 2015
- Messages
- 417
The title sums it up pretty well. Here are the details:
On March 28, I sent an email to Lionsteel (info@lionsteel.it) asking about the warranty process for a TiSpine that had developed some minor lock rock due to lockbar wear. Gianni responded the next day telling me to send it in to them for repair. So far so good. I looked up the cost of shipping however, and shipping from the States to Italy costs between $50 and $100, depending on the method, which is prohibitively expensive (at least for me). I asked them if there was a US address I could send it to and Gianni said to send it to DPX Gear, who would forward the knife to them, and the warranty process would happen as usual.
Took me a couple weeks to get around to sending it in, but I finally got around to it on April 13. This is where things started to get frustrating. I replied to our previous email thread informing Gianni of my shipment and provided a FedEx tracking number. Waited 2 days with no response, so I bumped the thread. Still nothing. Gave them the benefit of the doubt, and waited another couple of days. Got confirmation of delivery on the 19th, so I emailed again in a separate thread, thinking that the old one might have gotten lost due to age. Still nothing. Sent another email on the 20th, and again no response.
I finally got fed up and called them on the 22nd (had to be up at 4am because of the time difference). I finally got a response out of them and we started a new email thread. I was informed that DPX only forwards packages once a month to save cost, and was told to provide an address for return shipment. Fine with me, since I did save a ton of money by not sending it directly. That was the last I've heard from them. I sent them an email May 9th trying to change my return address, since I moved this week, and sent 2 more emails afterwards trying to get a status update, with absolutely no response.
Now I understand that international warranty work takes time, and I'm fine waiting. What I'm not fine with is not being told how long the process will take, or being able to receive timely updates without waking up in the middle of the night to make an international call. That's unacceptable. I actually really like my TiSpine and was considering getting a TRE at one point, but this whole experience is seriously turning me off to the brand. I'm posting on the forums now because it seems like Gianni is much more active here than handling his own warranty claims. I await my response.
On March 28, I sent an email to Lionsteel (info@lionsteel.it) asking about the warranty process for a TiSpine that had developed some minor lock rock due to lockbar wear. Gianni responded the next day telling me to send it in to them for repair. So far so good. I looked up the cost of shipping however, and shipping from the States to Italy costs between $50 and $100, depending on the method, which is prohibitively expensive (at least for me). I asked them if there was a US address I could send it to and Gianni said to send it to DPX Gear, who would forward the knife to them, and the warranty process would happen as usual.
Took me a couple weeks to get around to sending it in, but I finally got around to it on April 13. This is where things started to get frustrating. I replied to our previous email thread informing Gianni of my shipment and provided a FedEx tracking number. Waited 2 days with no response, so I bumped the thread. Still nothing. Gave them the benefit of the doubt, and waited another couple of days. Got confirmation of delivery on the 19th, so I emailed again in a separate thread, thinking that the old one might have gotten lost due to age. Still nothing. Sent another email on the 20th, and again no response.
I finally got fed up and called them on the 22nd (had to be up at 4am because of the time difference). I finally got a response out of them and we started a new email thread. I was informed that DPX only forwards packages once a month to save cost, and was told to provide an address for return shipment. Fine with me, since I did save a ton of money by not sending it directly. That was the last I've heard from them. I sent them an email May 9th trying to change my return address, since I moved this week, and sent 2 more emails afterwards trying to get a status update, with absolutely no response.
Now I understand that international warranty work takes time, and I'm fine waiting. What I'm not fine with is not being told how long the process will take, or being able to receive timely updates without waking up in the middle of the night to make an international call. That's unacceptable. I actually really like my TiSpine and was considering getting a TRE at one point, but this whole experience is seriously turning me off to the brand. I'm posting on the forums now because it seems like Gianni is much more active here than handling his own warranty claims. I await my response.
