Problems with Hogue

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Nephron44

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Hello all!

I’m having a problem with Hogue’s customer service, which is unexpected, and I’m wondering if anyone else have had issues, or if this is an isolated incident.

I have a Hogue Microswitch, and the safety slider screw loosened up and fell out. I emailed Hogue two months ago for help, and got an email back a few days later asking for my address to send me a whole new safety assembly. I didn’t hear back for a couple weeks, so I replied to the customer service person asking for an update.

Another couple of weeks went by, and still no response. I sent another reply, this time also including the general Hogue email in case the original person wasn’t available. I also picked up the phone and called. I was on hold for 30 minutes before I hung up.

Another two weeks went by, and still nothing, so I sent another reply and tried calling again. This time I got someone on the phone, who put me on hold while they got someone who could put the replacement order in for me. Another 30 minutes on hold, and I hung up and called right back thinking maybe the phones had an issue. I got the same person, and I kindly explained that I’m frustrated with being put on hold; she told me she would get a supervisor, and that I’d need to hold for just a minute, but guaranteed it wouldn’t be long; the phone disconnected.

Yesterday I sent ANOTHER email reply and tried calling again yesterday afternoon. This time I let the phone sit on hold while I went about my work and finally hung up after 90 minutes.

I really like this knife, but the customer service is HORRIBLE. I’m hesitant to just send it in without talking to someone since I’m afraid I won’t get it back. I’m also eyeing up some other Hogue knives, but that’s not going to happen if I can’t rely on their customer service!

What is going on here? I thought Hogue was highly regarded!
 
Reading up on other fellas with comparable results but nothing to the degree of just flat out ignoring you which is how I'm reading your message out to be
It's like the chef who never tries what he makes yet claims it's all good and perfect yet people continue to complain for bland uneventful flavoring, but the chef won't have none of it
 
Sorry to hear of your troubles.. that sounds like a frustrating experience.

I have several Hogue knives and I’ve ordered parts & accessories from Hogue directly on a handful of occasions.. the company and their customer service has been great to me. Two instances of them going above & beyond stand out.. I placed an order (for an EX-01 deep carry pocket clip and a Hogue Knives hat I think haha, not important..) on a Friday or Saturday evening.. it didn’t ship out until the following Monday, because the weekend… when I opened the package, there was a Hogue shop mat included in the box with a hand-written note apologizing for the “late shipping.” Completely unnecessary, imo, but appreciated. The second instance was just after Gen 2 Deka came out.. I sent an email to Hogue CS asking if I could purchase a gen 2 pocket clip to attach to my gen 1 Deka. They replied (within a day, iirc) that they weren’t sure if it would be a direct fit, but they offered to send me the clip anyway, and did so free of charge.. it arrived a few days later.. (and did fit, with a bit of ingenuity, but that's a story for another thread haha..)

I’m not trying to discount your experience and obviously neither of my scenarios are all that similar to your warranty issue.. but based on my experience with Hogue’s products and CS, I do hold Hogue in pretty high regard. That said, my positive experiences with them were a couple years back at this point.. I hate to think their CS has slipped so much. I’d encourage you to give them the benefit of the doubt and the opportunity to make it right. Hopefully, they do. Let us know how you make out; good luck!
 
I wouldn't buy from them again. Good customer service is one of the main reasons we buy from US-based companies. You've got plenty of other options.

Kershaw, Benchmade, Gerber and Spyderco all have American-made lines. BM and S both are said to have good CS. Not sure about Kershaw. Those are just the ones in the middle price bracket. If you go higher, the chances of needing Customer Service go down, as quality control gets better and better. Not sure how CS would be with them.
 
Smaug said:
I wouldn't buy from them again. Good customer service is one of the main reasons we buy from US-based companies. You've got plenty of other options.

Kershaw, Benchmade, Gerber and Spyderco all have American-made lines. BM and S both are said to have good CS. Not sure about Kershaw. Those are just the ones in the middle price bracket. If you go higher, the chances of needing Customer Service go down, as quality control gets better and better. Not sure how CS would be with them.
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Can confirm, I’ve had nothing but good customer service from Benchmade and exceptional CS from Buck
 
Additionally folding knives are prone to breakages due to the assortment of mechanical and plastic interchangeable parts
It's not a matter of if, but when you send it in for a tune up or cleaning.
If you don't agree that folding knives tend to be higher maintenance and break more often than fixed blades, cool. But what I'm saying is if/when/if you need to turn your folding knife in, you need to rely on their customer service, and if they are struggling in that department--- well..
 
JC972 said:
Can confirm, I’ve had nothing but good customer service from Benchmade and exceptional CS from Buck
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I always forget about Buck; they're starting to make some good mid-grade knives. I had one a couple years ago.

ShaiHulud said:
Additionally folding knives are prone to breakages due to the assortment of mechanical and plastic interchangeable parts
It's not a matter of if, but when you send it in for a tune up or cleaning.
If you don't agree that folding knives tend to be higher maintenance and break more often than fixed blades, cool. But what I'm saying is if/when/if you need to turn your folding knife in, you need to rely on their customer service, and if they are struggling in that department--- well..
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Well, I don't agree with the bolded part; most of us have enough knives for many lifetimes, so sending a knife in is definitely a choice. ...but I get your point.

I've been into folding knives for about 40 years now and have never sent knife in for service. I sharpen and tune them myself. The ones that are made to not come apart are simply retired or discarded. (ex. hardware store knives that are stamped and folded together) The only time I was even close was sending my grandpa's old SAK that he broke the tip off of by prying with it) back to the mothership, but they would (at best) replace it with a new equivalent, and then I'd have lost the heirloom.
 
Any Hogue Automatic knife returned for warranty service must be returned through the authorized Hogue Knives seller from which the knife was originally purchased. All automatic knives will be returned in compliance with Federal statutes.

Surprised they went that route if for an automatic you're supposed to send it in to the dealer you purchased it from. Where did you get it from maybe you should contact them.

Sounds like customer service doesn't know what to do.

​

 
Smaug said:
I wouldn't buy from them again. Good customer service is one of the main reasons we buy from US-based companies. You've got plenty of other options.

Kershaw, Benchmade, Gerber and Spyderco all have American-made lines. BM and S both are said to have good CS. Not sure about Kershaw. Those are just the ones in the middle price bracket. If you go higher, the chances of needing Customer Service go down, as quality control gets better and better. Not sure how CS would be with them.
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Kershaw 10 years ago had about the best CS in the industry; I haven't used them recently, though.

That's certainly true about quality control on higher end knives, as well as better thought out designs and construction that's less likely to need service.

With automatics, though, the springs are likely to wear out or break eventually. I can replace them myself, but I'd like to stick to companies that have good support and will fix it for me or mail me the springs. With my Protechs I can just drive to their factory. I've been really liking my Hogue OTF automatics, so I'm hoping that their customer service is up to snuff or I'll feel wary about using them.
 
Had CS dealings with Buck, Kershaw, and Benchmade lately, and all were just fine. Asked Spyderco to replace a bad clip screw, not the clip itself, and they only offered to sell me a $7 kit. Oh well.
 
Put me in the group with good care dealings with Hogue. OP keep calling them, I'm sure they will work it out ok.
 
Smaug said:
I always forget about Buck; they're starting to make some good mid-grade knives. I had one a couple years ago.


Well, I don't agree with the bolded part; most of us have enough knives for many lifetimes, so sending a knife in is definitely a choice. ...but I get your point.

I've been into folding knives for about 40 years now and have never sent knife in for service. I sharpen and tune them myself. The ones that are made to not come apart are simply retired or discarded. (ex. hardware store knives that are stamped and folded together) The only time I was even close was sending my grandpa's old SAK that he broke the tip off of by prying with it) back to the mothership, but they would (at best) replace it with a new equivalent, and then I'd have lost the heirloom.
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I also have for 40 years, if not before. I loose mine before they need a service. Trying to change that; I bought my first KPL this week.
 
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