Schatt & Morgan Replaces Knife

Modoc ED

Modoc ED

Gold Member
Joined
Mar 28, 2010
Messages
14,308
On 3 July 2010, I posted this thread about the new Schatt & Morgan Swayback Wharncliffe that I bought.

http://www.bladeforums.com/forums/showthread.php?t=754004&highlight=neeman

I had three main issues with the knife.

1. Gaps between the liners and the spring.
2. The top of the blade tang sits well below the spring when fully opened.
3. The shield side scale is chipped. I tried to polish it out but it won't fully polish out.

Well, for the first time ever, I sent a knife back to a manufacture -- Queen in this case and asked for a replacement NOT a repair.

The new replacement is definitely an improvement over the original knife. One thing that STANDS OUT is that the scales of the new knife are much darker that the original knife's scales and much more attractive.

Original Knife:
schattmorganwharncliffe.jpg


Replacement Knife:
newschattmorganwharncli.jpg


The shield fell out of the scale a week after I got this replacement back. I have since sent this knife to "Knife Heaven" better known as the round file.
 
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Good old fashioned service, Ed! I'm happy for you, and glad it worked out; even improved things!! :thumbup:
And, I am happy for all of us, since they are making our 2010 Forum knife!!! :D
 
It's great to know that customer service isn't dead.
Thanks, this makes them even more appealing to me.
 
I'm glad they helped you out Ed, I think it's karma buddy.

Unfortunately my personal experience with them couldn't be more different. The IRS does a better job of customer service as far as I am concerned.
Charlie, good luck if your forum knives have any flaws.
 
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Very good outcome, it's always a drag to send things back but it seems it's worth it. Keeps knife companies on their toes too!
 
My experience with Queen has been more like Ed's :thumbup:
Never like Flymon's :thumbdn:

Dave
 
navihawk said:
Hi Ed,
How did you do the wording in asking for a replacement instead of a fix?
Click to expand...

Bear with me on this.

Evidently, Ontario Knives owns Queen. I sent an e-mail to both Schatt & Morgan and Queen and the e-mail I got back was actually from Ontario. The gal that sent the e-mail from Ontario gave me her contact info and also the contact info for a gal at Queen and told me to send the knife to Queen. I sent the knife back to Queen U.S. Priority Mail with Delivery Confirmation and as soon as I saw that Queen had received it, I contacted the gal at Ontario and told her I wanted a replacement not a repair. She had me send her another e-mail asking for a replacement and then she told Queen to replace the knife NOT repair it. After that, I called the gal at Queen to make sure that she got the message. Queen had no choice in the matter really. Their boss (Ontario) told them to replace the original knife.

So, it looks like the driving force behind anything made by Queen is driven by Ontario Knives. You can bet your sweet bippy that if I ever have another problem with a Queen knife, I'll call Ontario Knives first. The name of the contact at Ontario Knives is Diane STANBRO . If you're having a problem with Queen give her a call.

Anyway, it all worked out pretty much ok. The new knife is pretty good. Not perfect but pretty good.

Something else. Evidently Queen takes every Friday off or at least they don't answer their phones. This may be part of the reason it takes so long for things to happen for some of you when dealing with them.

EDITED to correct name of Ontario Knives contact. The correct name is Diane STANBRO. Her phone number is: (716) 676-5527 or (800) 222 5233 ext. 141

The contact person at Queen is Jennie Moore (814) 827 - 3673
 
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Thanks Ed. If you look at the Queen site or Ontario site there is no mention of warrany at all. Diane Robeson.........I wonder...........

Steve
 
It came as a surprise to me. Like I said, I sent the original e-mails about the knife to Schatt & Morgan and Queen and the next thing I knew Ontario Knives was calling the shots and telling Queen what to do.
 
FLymon said:
I'm glad they helped you out Ed, I think it's karma buddy.

Unfortunately my personal experience with them couldn't be more different. The IRS does a better job of customer service as far as I am concerned.
Charlie, good luck if your forum knives have any flaws.
Click to expand...

Stu, maybe you should call:
Diane Stanbro
Ontario Knife Company
(T) 716-676-5527 * 800-222-5233 Ext. 141
(F) 716-676-5535 * 800-299-2618
diane@ontarioknife.com
The knives are made at Queen, but Ontario is the head office.
Your knife is a second IMO.
 
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Modoc ED said:
It came as a surprise to me. Like I said, I sent the original e-mails about the knife to Schatt & Morgan and Queen and the next thing I knew Ontario Knives was calling the shots and telling Queen what to do.
Click to expand...

Both Queen & Ontario are owned by Servitronics Corp.
(At least I think that's how you spell it!):D
 
knowtracks said:
Both Queen & Ontario are owned by Servitronics Corp.
(At least I think that's how you spell it!):D
Click to expand...

That could be and good to know but Ontario pulls Queen's strings. Where the heck is Servitronics Corp. located anyway? In the U.S.?
 
Modoc ED said:
That could be and good to know but Ontario pulls Queen's strings. Where the heck is Servitronics Corp. located anyway? In the U.S.?
Click to expand...

Ok...ya made me look it up! ;););)

Servotronics (correct spelling) Corp. based in Italy, bought Ontario Cutlery in 1967. Ontario bought the Robeson tang stamp in 1971. Servotronics Corp. bought Queen Cutlery in 1969.

From "American Pocketknives"
by, David Krauss PHD
 
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