REKAT customer service.

  • Thread starter Thread starter -
  • Start date Start date

I just recently lost one of the handles screws to my Carnivour. No problem thinks I. I'll call customer service and they'll ship one right away, or so I thought. I spoke with a customer service rep who advised that I had to send a self addressed/stamped enveolope to REKAT so that they could ship me a screw. The extra 33 cents doesn't bother me, its the extra 4-5 days it going to take for REKAT to get the envelope, get through all the red tape and ship me out my screws. Is money so tight at REKAT that they can't afford that extra 33 cent stamp so that they can send me a screw for my 100.00 plus knife. I've dealt with other company's before in similar situations and those company's just shipped the stuff out right away. Besides building good knifes, aren't manufacturers supposed to be committed to customer satisfaction?
 
Its more complicated than that. REKAT is a small company with a hand full of employees. I've called them in the past and some times they don't have any extra parts laying around because they have to meet a delivery deadline. I've lost small screws myself - thats what I have a good assortment of them now!
tongue.gif


E-mail me your address and I can send you some screws ( its a #2-56 TPI hex cap screws FYI). Let me know if its the std Carnivore, or the cub. No cost to you of course.

"If it ain't broke don't fix it!"
wink.gif




------------------
Ray 'md2020'

ATKI member #A001042
 
EDI sent me a big pack of screws when I asked for a few pocket clip screws. They also wrote me a letter saying that they were sorry it took so long for them to read my letter, but their mail forwarding system was being slow. No problem, I am very pleased with the results.

BM also sent me extra parts at no charge upon request to replace worn parts or just for experimentation.


------------------
Chang the Asian Janitorial Apparatus
 
Plus, having an envelope sitting there with your address filled out, just waiting for a screw to go in it is a much better incentive than trying to remember where you put that Post it note...

REKAT is dedicated to customer service and satisfaction, and if they ask you to do something a certain way, there's probably a good reason for it - they aren't making you jump through hoops for their own jollys.

Spark

------------------
Kevin Jon Schlossberg
SysOp and Administrator for BladeForums.com

Insert witty quip here
 
I agree that if he wants a screw from REKAT, he should just play along and send in the envelope. However, it does seem a little miserly on REKAT's part.

And if they don't have a spare screw to drop in the mail now, then it's likely they won't have a spare screw to send out when they receive the self addressed stamped envelope - and the envelope will be lost in a pile on someone's desk.

Also, I think it would be easier to just handle the problem immediately. They're creating more work for themselves by putting it off (having to process the additional mail, assign it to someone to take care of, etc).

I can't imagine that it would take more than a whole minute and a half to fire out a spare screw if they got one on hand....

Just my $0.02
-ZZ

Originally posted by Spark:
Plus, having an envelope sitting there with your address filled out, just waiting for a screw to go in it is a much better incentive than trying to remember where you put that Post it note...

REKAT is dedicated to customer service and satisfaction, and if they ask you to do something a certain way, there's probably a good reason for it - they aren't making you jump through hoops for their own jollys.

Spark


 
No offense Dan, but I don't think having to send a SASE is a reason to completely question a company's customer service.

Nor is having to wait 3-5 days to mail it out to them.

Yes, it would be great if they would just mail you out a little fastener. However, REKAT is a small company, as others have pointed out. Their customer service department is probably one guy who does sales, marketing, sweeping...

Besides, sending a SASE will insure that you will get your screw promptly and mailed to the correct address.

At least it's better than other companies which would make you ship the entire knife and pay an additional $5 for return shipping.

If it makes you feel any better, Citizen watches wants me to pay to ship my Aqualand diving watch to them, pay $40 to have a crummy battery replaced, and additional amount for return shipping, and insurance. Now that sucks!

[This message has been edited by Full Tang Clan (edited 09-22-2000).]
 
Dan,
I have had nothing but good service from Bob! Example: Sent in 5 bucks, told them i wanted a spring for my Pioneer,called TO LET THEM KNOW,Bob answered, how many Co. have the head guy answer the phone? What i got for my $5(for a spring) was ,a spring,Dual thumbstud,2washers,& 4 screws!I have no complaint with their product or their cust. serv!
jim
 
Spark,

I've had only one communication with REKAT customer service and that resulted in a denied warranty claim. I do know enough about knives to tell a defective one from a good one. I would rate their commitment to customer support well below average at least on my one experience. Take care.

------------------
Fred
Knife Outlet
http://www.knifeoutlet.com
 
Back
Top