Queen/ Scatt & Morgan contract?

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tdkfm

tdkfm

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Does anyone have a good contract at queen that actually responds? I've been completely underwhelmed by everything about them in my limited dealings so far. I can see why their knives are so few and far between in the traditional section at this point. Kind of sad, because they actually make some nice stainless patterns. They just cost too much and are sloppy.
 
Nope, same boat for me - no response. It stinks because I have a Queen (lots O slop) & an S&M (weak springs/won't close) that I desperately want fixed. I'm about ready to find a knife maker and pay to have them fixed.
 
I have nothing but praise for Queen Cutlery... firstly how many other production knife making firms actually list on their web site all the top honchos complete with email addresses?
GEC list one and a generic sales@ Canal Street have just a generic info@

http://www.queencutlery.com/Contact_Us.html

It seems a couple of people have misconstrued the preceding paragraph as an intentional disparaging of GEC and Canal Street Cutlery: nothing could be further from my intent.
Which was to clearly demonstrate that Queen Cutlery have gone to considerable lengths to ensure that all of their main personnel are contactable via email - in doing so Queen have gone beyond the industry norm.
This was never intended to slight GEC or Canal Street in anyway.

Last year I had dealings with a less than scrupulous Dealer in the US over a QC knife.
Ryan Daniels went way way way beyond expectations in making sure the issue was rectified.
(I'm on the other side of the world in Australia and had no problems communicating with them & getting a very good outcome)

If you have issues with repairs the lady to talk to is Sue Vincent send her an email and CC it to Ken or Ryan
If you address your concerns in a polite and reasonable manner and be patient (remember this is a big company) I am sure you will find them more than obliging to deal with.
I now have 6 QC knives (and counting:D) and have no quality issues with any of them.
Derek
 
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I've never had a problem dealing with Queen Cutlery. I did buy a few knives that needed to be sent to the factory for warranty repair but received them back within weeks. I really love Queen knives but have not purchased any of their newer knives (within the last few years) because they are hit and miss right now.
Instead, I comb the net for knives made from 1991 to 2005. These were good years for Queen and the knives I've received are very well made and quite affordable.
I feel that Queen is still one of the best manufacturers out there.
 
I contacted Queen about three months ago with a simple question. Still no reply. The person I emailed was one of the people on the list that Brumby53 linked above. It wasn't anything really important. Just a question about handle materials but I kind of expected to get an answer.

Maybe it went into their spam folder or something.
 
I bought a Moore Maker trapper that's made by Queen, lots of blade play, returned it, got another, just as bad, finally tapped the bolsters some which tightened it up, but the pin came through, had to file down and polish best as can, was really bummed, did not return second time since I worked on it. Cool knife should be with Texas shields. Ultimately now have an expensive letter opener on my desk. No more Queens am afraid, agree a shame, as they look like should be awesome, and esp that price point.
 
texasshipagent said:
I bought a Moore Maker trapper that's made by Queen, lots of blade play, returned it, got another, just as bad, finally tapped the bolsters some which tightened it up, but the pin came through, had to file down and polish best as can, was really bummed, did not return second time since I worked on it. Cool knife should be with Texas shields. Ultimately now have an expensive letter opener on my desk. No more Queens am afraid, agree a shame, as they look like should be awesome, and esp that price point.
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Just a question - did you return the knife to Moore Maker or to Queen?

I like the Queen made Moore makers - have picked up several 2104 stamped stock knives that are all perfect. One 2008 that was perfect.

I had a small stockman made in 2008 that had a too-shallow nail nick on the clip. I sent it to Moore Maker last week, will be interesting to see their respnse.
 
Railsplitter said:
I contacted Queen about three months ago with a simple question. Still no reply. The person I emailed was one of the people on the list that Brumby53 linked above. It wasn't anything really important. Just a question about handle materials but I kind of expected to get an answer.

Maybe it went into their spam folder or something.
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I had the same experience about a year ago simple question emailed to their "inside sales" contact person. Never a reply. Makes one wonder why some companies bother to even publish email addresses if they are going to ignore emails about their products.
 
Ummm... just a reminder. It's been known to happen for an email to get tagged by an email system as "junk mail" and not make it into the regular inbox. Perhaps a second try with alternate wording might be worthwhile.
 
I had the same experience emailing. You would think an email set up for customer service would either have the spam filter off or they would check the junk folder. I check mine daily at work to avoid that.
 
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I have personally met and done business with Ryan, Courtney and Ken Daniels. I met Ryan when he and his father were part owners at GEC and got quite a few from him. I later got a few Queens and Daniels family knives from his wife. I'm still kicking myself for not getting a Tuna Valley scout at the show I saw Ken and Courtney at.

The personal emails are listed on the Queen website.

Ken Daniels, CEO kdaniels@queencutlery.com


Jennie Moore, President jmoore@queencutlery.com


Ryan Daniels, Vice President Sales rdaniels@queencutlery.com


Ashley Wright, Production Supervisor awright@queencutlery.com


David Mullins, Director dmullins@queencutlery.com

Nichole Moore, Human Resources nmoore@queencutlery.com


Ashley Nottingham, Graphic Design anottingham@queencutlery.com


Sue Vincent, Repairs svincent@queencutlery.com



David Clark, Historian dclark@queencutlery.com


Factory Phone: (814) 827-3673 Sales: Ryan Daniels (740) 418-0142

Address: Queen Cutlery Company Queen Cutlery Company
507 Chestnut St. or P.O. Box 408
Titusville, PA 16354 Titusville, PA 16354
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I see Ryan Daniels at shows. He seems like a good guy both when he was attached to GEC and now Queen.
 
cilohaefink said:
Just a question - did you return the knife to Moore Maker or to Queen?

I like the Queen made Moore makers - have picked up several 2104 stamped stock knives that are all perfect. One 2008 that was perfect.

I had a small stockman made in 2008 that had a too-shallow nail nick on the clip. I sent it to Moore Maker last week, will be interesting to see their respnse.
Click to expand...

Returned to Moore, sent back another just as bad, gave up
 
Brumby53 said:
If you have issues with repairs the lady to talk to is Sue Vincent send her an email and CC it to Ken or Ryan
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Thanks! I did this and Sue responded right away with an address to send them. There may still be hope! I'm sending my knives out tomorrow, so we'll see. I'll be sure to update this thread with news.

One thing I did notice though - on the "contact us" page of their website, is that Sue's email address is spelled correctly, although the link actually points to Ashley Nottingham's email address. This could be another reason for no response, although it's an easy fix.
 
Brumby53 said:
I have nothing but praise for Queen Cutlery... firstly how many other production knife making firms actually list on their web site all the top honchos complete with email addresses?
GEC list one and a generic sales@ Canal Street have just a generic info@

http://www.queencutlery.com/Contact_Us.html

Last year I had dealings with a less than scrupulous Dealer in the US over a QC knife.
Ryan Daniels went way way way beyond expectations in making sure the issue was rectified.
(I'm on the other side of the world in Australia and had no problems communicating with them & getting a very good outcome)

If you have issues with repairs the lady to talk to is Sue Vincent send her an email and CC it to Ken or Ryan
If you address your concerns in a polite and reasonable manner and be patient (remember this is a big company) I am sure you will find them more than obliging to deal with.
I now have 6 QC knives (and counting:D) and have no quality issues with any of them.
Derek
Click to expand...

What does it matter if GEC has only one email address listed?? Christine responds promptly to that email address so I don't know why it would matter if they had one or 10 addresses listed as long as they reply to that one.
 
Funny how that happens! The OP specifically asked about Queen Cutlery, but somebody's got to take a shot at GEC in the third post. Go figure.
 
I had a great experience a few months back with Queen CS. I have a 2009 Schatt & Morgan bone handled Cotton Sampler. There was a section of bone that had splentered and when I pulled it out of my pocket, it caught and broke a piece off the scale. I emailed CS and they replaced the scales with the most beautiful Honey Amber bone. It looked better than new. I had it back in my hands in less than a month. I think they are on the up swing and thier products are better than ever.
 
jkulysses said:
What does it matter if GEC has only one email address listed?? Christine responds promptly to that email address so I don't know why it would matter if they had one or 10 addresses listed as long as they reply to that one.
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There are two main advantages to having multiple contacts. The most obvious is that Christine doesn't always respond promptly. We have had threads pop up where she didn't respond to emails and the only real solution was to keep emailing the same person. We've had cases where a dealer ended up having to call and make an inquiry and it turned out that she just hadn't seen that email. This could easily be avoided by having multiple contacts, so that if one person doesn't respond you can try another. I have emailed Canal Street a couple of times and got no response or cursory responses. This is a big part of the reason why I don't have a Canal Street knife, as I can't get the info I want from them about their knives in order to make a purchasing decision. If they offered me more options on who I can contact I would keep trying. As it is, I've pretty much just given up.

The second advantage is that it offers the customer the opportunity to contact the company about the customer service that they are providing. Earlier this summer I went to a knife show and met Courtney Daniels. I came home and wrote a little email to Ken detailing my experience. He can use that information to improve their customer service. It also led to a nice little conversation and ended up getting a picture of Courtney giving my kids free knives on the Queen homepage for a while. It was really nice to see that she had somebody that cared backing her up back at HQ. If somebody went to the Oregon knife show and met Chris and wanted to report back to GEC about the encounter they'd have to email Chris. That doesn't really have the same effect, especially if they weren't overly impressed with her. I have been impressed with Chris, and she's done great in responding to me. The problem is that she's human and she's going to make mistakes here and there. There are always going to be some percentage of people that have problems and would rather talk to somebody besides the person that caused the problems. That's not possible if you only have one contact.
 
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