I had a problem with a SOG product which has a lifetime warranty. I started the process by completing their online warranty form. The next day I received two automated replies. I waited a few days for a return merchandise authorization number, but no luck. I called customer service and got through to someone right away. I was impressed by that. The CSR could not find me in the system so we started the whole process again which included me emailing her a picture of the knife and a picture of the purchase receipt. She promised that I would receive the RMA abd that they would remedy the problem by sending me a new knife once they received mine. Two days go by and still no RMA number. I had her email so I sent a message and never received a reply. I decided to call again. The new CSR could not find my information in the system and wanted to start the process again. While on the phone with her, I realized that the warranty department with this company was very disorganized. I imagined that if I ever got a chance to mail back the knife that it would probably get lost and I would never get another one. So, I'm keeping it and will try some of the repair tips I saw online. The knife is a SOG Seal XR which was awesome until it started getting locked in the closed position. Anyway, that is my bad experience with SOG - GSM. I wish you all better luck if you have to deal with them.
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Bad SOG GSM Warranty & Customer Service
- Thread starter rc75mhz
- Start date
If it's the Axis style lock, then take it apart and clean it. There may be something keeping it from sliding back and forth easily. My friend has a Spyderco Manix that has a similar style lock and it was clogged with pet hair. I had to take the whole knife apart and clean it. After that, it worked perfectly.
Thanks for the tip! I plan to open it up this weekend. Like a lot of people on here, I have so many knives that I can't get around to carrying most of them. I carried this one for a few weeks when I first got it, then it has been in storage for the last year.
- Joined
- Jun 9, 2011
- Messages
- 32,964
yeah cold steels warranty attention was never great...when gsm took over it went from kinda bad to way worse. I got my own stories on it and eventually giving up. even made post in cold steel forum bout it, back when gsm took over.
good luck hope ya figure it out or manage to get them to honor their warranty.
good luck hope ya figure it out or manage to get them to honor their warranty.
I messaged SOG to try and purchase a set of black scales for a Seal XR folder ( I have the OD set).
They did not understand what scales were.
I had to explain to them that in the United States, the handles on a folder are commonly called scales.
Then they replied that they do not have replacement black scales.
The knife is still in production and available to purchase, but no scales to sell ?
They did not understand what scales were.
I had to explain to them that in the United States, the handles on a folder are commonly called scales.
Then they replied that they do not have replacement black scales.
The knife is still in production and available to purchase, but no scales to sell ?
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