Production slipjoint warranty repair question

A

augustus88

Feedback: +21 / =0 / -0
Joined
Oct 13, 2006
Messages
781
What do most of you consider a reasonable amount of time for a USA production slipjoint manufacturer to repair/rework one of their knives under warranty? The knife was never used or carried. The new knife was returned to the manufacturer 10.5 weeks ago to fix burnt blade tips, nasty looking pins and scale fit issues. They haven't answered my e-mail from Monday morning requesting the status of the repair. I don't want to jump the gun on this, so I'm leaving the manufacturer's name out of it. I want the knife to be fixed correctly, but nearly 11 weeks seems a bit long to me. Previous warranty work with another USA slipjoint company was completed door to door in 9 days.
 
I would have started asking questions after three weeks, 11 is way too long. It may gotten lost in the mail, it might be better if you call them so you don't have to wait for a reply.
 
I contacted the manufacturer (2/3/2009) exactly three weeks after I mailed it with signature confirmation. 2/4/2009 They confirmed that they received the knife and said they were going to fix it. Haven't heard from them since. Guess a phone call on Monday is the next step.
 
Last edited:
Maybe it got lost on the way to you, or they had the wrong address. A phone call is definately in order, most warranties are taken care of in a month or so if the company is in the same country as you. Hope everything works out.
 
You have waited way too long, and treating you like that is unacceptable, period. It should have been fixed/replaced in hours or days, weeks is absurd. At the least they should have given you the option of a replacement, or waiting for a repair if it takes this long. If you can back up your story you should name the manufacturer, IMO. Maybe someone in the company reads the forum?
I had some issues with a knife a while back and I had the dealer I bought it from replace it with a different one, rather than send it back to the manufacturer.
As a rule I won't deal with the manufacturer of anything unless I have to, or bought the item directly from them. In my experience as a sales manager in distribution/wholesale, manufacturers are not usually geared toward dealing wih individual consumers. A retailer, or wholesaler will usually do more, and faster, for you if you have that option.
I want to add that I have had great experiences with knife manufacturers, but a selling dealer is usually much more attentive to an individual than a production company.

A well worded letter to the president of the company should reap some rewards.
 
FLymon said:
You have waited way too long, and treating you like that is unacceptable, period. It should have been fixed/replaced in hours or days, weeks is absurd. At the least they should have given you the option of a replacement, or waiting for a repair if it takes this long. If you can back up your story you should name the manufacturer, IMO. Maybe someone in the company reads the forum?
I had some issues with a knife a while back and I had the dealer I bought it from replace it with a different one, rather than send it back to the manufacturer.
As a rule I won't deal with the manufacturer of anything unless I have to, or bought the item directly from them. In my experience as a sales manager in distribution/wholesale, manufacturers are not usually geared toward dealing wih individual consumers. A retailer, or wholesaler will usually do more, and faster, for you if you have that option.
I want to add that I have had great experiences with knife manufacturers, but a selling dealer is usually much more attentive to an individual than a production company.

A well worded letter to the president of the company should reap some rewards.
Click to expand...

I'm going to give the company a call on Monday. If I get no reasonable or satisfactory answer to the 11 week + turnaround, then I'll post the company name here. I have e-mails with the facts, but I don't want to go the route of posting them here unless absolutely necessary. Dealing with the retailer isn't an option in this case so I have to talk directly with the manufacturer. Either way I'll post the results of my customer service experience here when the issue is resolved.

Thanks for the input.
 
You must log in or register to reply here.
Back
Top