SOG customer services

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Sean Hawkins

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I've found SOG's customer services to be bad... one of the worst I've come across.

They've refuse to send/sell me replacement washers even after I explained (twice) to them about how difficult and impossible it is for me to send my knives to them (very tough customs laws and regulations and shipping charges). I offered to pay for the replacement washers but still no sales and that's after I clearly stated that I understand that stripping the knives will void me of any warrenties!

It's no doubt that SOG has got wonderful knives with good steels and all, but they've lost me as a customer due to this.

Sean
 
Originally posted by Sean Hawkins
(very tough customs laws and regulations and shipping charges)
Click to expand...

sean
i've sent knives to the US and gotten them back in perfect condition
also have bought knives through ebay
no problems with customs at all
shipping charges to the US, 8 sdg for delivery confirmation registered

singapore post is very reasonable
which branch did you try?
 
To keep things real simple, let's just say that I've known friends that got into really SERIOUS problems sending their knives through the mail.

I'll only buy from authorities' approved dealers in Singapore.

I'll not say more as this is a public forum but my advise is not to take too much risk. It's too much a gamble. Our records will remain with us through our lives.

Sean
 
It's a damn shame that Ron Andersen is no-longer is-charge of SOG's Customer Service, as I KNOW that he'd have taken care of your problem pronto.:(.
 
yeah, well
that only happens if you send scheduled items through the post
balis and autos are a big no no
 
I'm curious by what you meant by "scheduled items".

If normal knives are ok thru the mail, then why do dealers have to go through process of licensing their business with the police department?

What about supermarkets and hardware shops selling knives?

However, 2 of my friends got it bad when authorities turned up at their house with warrants.... It's confusing, but I would want to be absolutely sure before I even try to ship knives myself.

Sean
 
Hi Sean,

I'm very sorry for the problems you're having with SOG. My opinion here is worthless, but I think they should send you the washers. I would have...given the circumstances you've explained.

But they are under "new management" (both the customer service department and the ownership structure has significantly changed); and that means they may wish a different flavor to their customer service than what I provided for them. That would be a shame for such a nice knife company.

The only valid reason for not sending out these washers in your case would have been if we (SOG) were significantly low on them and were awaiting replacements; but I would have sent them off when washers came in (to be honest, it could be weeks or months).

Regarding shipment in and out of Singapore, I’ve been responsible for many shipments there and have had zero problems.

I wish you only the best in resolving this problem.
 
scheduled items afaik are the things that will get you arrested AND jailed with NO way for you to try to explain your way out
there apparently is a list of scheduled items
basically it's a legal thing

the thing is, people have had no trouble
my suspicion is that your friends drew too much attention to themselves, not through the mail, but by their behaviour

thing is, many many people have sent knives through the mail in singapore
the singapore post lady only checked if the US accepted knives through the post, not whether i could post it
fwiw, ymmv
 
What about knives coming in?

Wouldn't they check if the parcel is declared a knife?

Some sellers are reluctant to declare their parcels inaccurately

Sean
 
Sean Hawkins, DEA...It looks like the original question has been addressed, and now it is going off-topic RE: shipping concerns in and out of Singapore. If you want, you can start a new thread to address shipping in and out of Singapore in "Community" or the Asian Forum.
 
Originally posted by Ron Andersen
The only valid reason for not sending out these washers in your case would have been if we (SOG) were significantly low on them and were awaiting replacements; but I would have sent them off when washers came in (to be honest, it could be weeks or months).
I wish you only the best in resolving this problem.
Click to expand...
Them being out of them is the reason I was given when I called on your behalf.
I'll follow up again on it for you. I'd probably go for the bronze phosphor washers in any case!
 
Its a shame that SOG won't/can't deal with you that way.

Did Ron Anderson retire? If so congratulations Ron, if not then they made a big mistake taking you out of that position (unless it was for a higher one ;) )


As far as the washers, you could always buy a set from somewhere else. I've been very happy with all my dealings with www.texasknife.com . I know they have nylotron washers in several sizes, and I'm pretty sure they have the bronze ones too. Look under folder hardware in the online catalog.
 
Hey Matt,
Originally posted by Matt Shade
Did Ron Anderson retire? If so congratulations Ron, if not then they made a big mistake taking you out of that position (unless it was for a higher one ;) )
Click to expand...
Since you asked ...

Nope...I didn't retire. But I did move on. I worked directly for both co-owners of SOG (a husband and wife co-founded, co-run, and co-owned business) in a multi-faceted managerial position that went far beyond the "customer service manager” title I held; it also covered office & personnel management, and to a certain extent, I was for the owners the go-to person and problem solver for whatever had to get done. In probably two-thirds of my duties, I worked very closely with Mrs. Frazer. Over the years, I became very close friends of most of the Frazer family (including their three wonderful children). Unfortunately, over the past couple of years, they have been engaged in a divorce that has seriously affected the workplace at SOG. With me already being too close to them as friends and with the two of them becoming “enemies” (of sorts), I found myself at times caught in the middle. One owner bitterly wanted me to remain at SOG, but for a handful of reasons it was best for me to not work there anymore. I loved SOG. I loved the products. I loved my co-workers. But most of all, I loved my SOG customers! Transitions are tough! :( (I think this is the first time I’ve told this story in an open forum.)

I’m now an office manager (with TONS of customer service management involved, for part of my job is managing a call center) for the Seattle/Tacoma division of an international company and immensely loving my new job and co-workers.
 
Its a shame how things go sometimes, glad to hear things are working out for you though. Good luck with it :)
 
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