Strider "warranty" process

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Leon.

Leon.

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Hi all..
I'm just trying to figure out if it's only me who's had an absolute sh!t of an experience dealing with the strider warranty process..

Ok here's the story.
<rant>
I live in Canada, so I email them in advance saying this is where I live, and I have a problem with my SNG, do I still put in $25 for return shipping or more or what..
I get a reply saying they can fix my problem and yes $25 is enough..so I go ahead and ship the knife, and according to the tracking , it gets there on the Nov 1st.
I email them and they confirm having received it and say that it will go out on Nov 10th.

So I email on Nov 15th and ask if the knife is shipped, and if so what's the tracking info..I get a reply on the 18th that it hasnt gone yet and that it will go that week..
So I'm like whatever and keep waiting until 23rd, when I email again asking for tracking info..Guess what? my email is completely ignored this time.
I email AGAIN 2 days later on the 25th, asking where is my knife, and how come im being ignored..I get a response a day later, saying it is out for shipping but they dont have the paperwork so cant tell me the tracking info

I wait another week, no signs of any knives in the mail...emailed on Dec 2nd, and yes, I'm ignored AGAIN!!

so seriously, am I the only one with this crappy experience?
I own several striders but this is the first time I have to deal with the "warranty" process..and quite frankly, it's ridiculous..I did not expect this kind of ..or this lack of customer service when I bought a $400 production knife...
seriously..this is a joke..

I'd seriously think hard before purchasing another strider again..they are good until u need any kind of support...apparently you wont get any..you pay good money and get shit treatment as a fan and customer...

sigh..</rant> lol
 
Leon - unfortunately I can't help with your question . After I was treated rudely when I stopped by there shop in person quite a few years ago I decided not to do business with strider... out of curiosity though what happened to your blade? How did it fail?

Good luck getting your knife back.
 
Moved to a more appropriate section for discussing warranty issues.
For what it's worth, most people that have sent knives in for some work have had good experiences. I have not used the warranty myself, but I might need to soon, as I have an SnG that has lock rock that I need fixed. Apparently, there is a very specific outline of steps one needs to take including using UPS or FedEx, including a Money Order for shipping, email and phone calls are not really an option, etc. Some day soon I think I'll send it in and I'll see for myself and roll the dice.
 
atavist, the sng (purchased this past july from TNK) had started showing some blade play eventhough the knife was barely used..just played with and flicked at home..

RevDevil, Sorry I didn't see this sub-category. Thanks for moving the thread to appropriate location.
I know there's some steps to be followed...I had watched some videos on youtube and read some posts here..
and that's why I had contacted them in advance before shipping the knife...specially to make sure $25 is enough since the knife had to be shipped back to Canada ..and they said yes just the 25 is enough, so I went ahead and sent it in.
Usually the problems arrise from them not receiving the packages on time, or not going to the post office to pick them up (hence fed ex was recommended by others)
but in this case the knife arrived just fine, and they confirmed that they got it...and it was them who gave me an expected shipping date..they dont seem to follow their own schedule..

and the communication is beyond horrible..I mean ignoring emails? seriously? that's like textbook definition of bad service

I still have no idea where the knife is..my last couple of emails were ignored..I feel powerless...not like I can call and demand to speak with someone higher up in the management to get some proper response..
 
Hey Leon,

Just a thought I wanted to put out there, and I realize it's not of much use now, but would it not be easier to go through TNK, or is that even an option?

I know that with Vince at FHCK, when I have had issues, I just send it to him and he deals with it....and quickly.

Maybe you should try that route (if it's an option) the next time. You seem like you gave Strider more than a reasonable amount of time to reply, I mean it's not that complicated.

I hope this works out for you, customer service should be a huge priority for anyone selling any product.
 
JR88FAN said:
Hey Leon,

Just a thought I wanted to put out there, and I realize it's not of much use now, but would it not be easier to go through TNK, or is that even an option?

I know that with Vince at FHCK, when I have had issues, I just send it to him and he deals with it....and quickly.

Maybe you should try that route (if it's an option) the next time. You seem like you gave Strider more than a reasonable amount of time to reply, I mean it's not that complicated.

I hope this works out for you, customer service should be a huge priority for anyone selling any product.
Click to expand...

Hey JR88FAN,

Hmm..from what I recall reading, I think TNK would have probably taken care of it if it arrived with the blade-play..but it kinda developed that over a couple of months..Not sure...I kind of assumed that I'd have to go through the manufacturer..esp since the manufacturer in this case claims "life-time warranty"...but yea good point..I'll look into it for the future
 
Who were you emailing? I never was able to receive an email from Josh, back when he was the person everyone was told to email in regards to warranties. I was then directed to Jeff, who did respond and took care of me. However, I never emailed them after they received my knife. For the four times I've utilized their warranty service, they had my knife back to me within two weeks or so. I try to interact with them as little as possible because it's never particularly easy. I'm down to one SnG (from 5) for a reason.
 
Misanthropia said:
Who were you emailing? I never was able to receive an email from Josh, back when he was the person everyone was told to email in regards to warranties. I was then directed to Jeff, who did respond and took care of me. However, I never emailed them after they received my knife. For the four times I've utilized their warranty service, they had my knife back to me within two weeks or so. I try to interact with them as little as possible because it's never particularly easy. I'm down to one SnG (from 5) for a reason.
Click to expand...

I email the address provided on their warranty service page which is " service [at] striderknives [dot] com
no idea who replies to those..possibly multiple ppl have access to that account...even when I do get a half-ass response, it's usually a one line or one sentence..with absolutely no credentials as to who i'm dealing with..

2 weeks sounds pretty good..my knife has been sitting there since Nov 1st..more than a month has passed and I'm not getting a proper response
This has totally changed my views of strider knives..
 
I found that they will fix things in whatever timely manner they choose. But contacting them was sub par and my questions were kind of avoided. I loved the SMF's that I have owned and luckily they were about perfect, but I would not want to deal with getting a dud ever.
 
I would not contact TNK with this as Neil has a tendency to be a bit defensive. I currently have an SnG where the lock bar doesn't have enough tension and now I have up and down play. im pretty sure after im done with Striders as well.
 
Dealing with Strider warranty you send it in and wait for a few weeks and it will come back fixed ready to go. No they wont send emails back and forth with you. Im surprised you got as many as you did.
 
Sigh. It's not really encouraging to keep hearing these kinds of feedbacks as a strider owner. My SnG has bladeplay and I've been meaning to send it in, but these experiences+living international sounds like a recipe for distaster for me.

Some options that I see are
A. You could send Josh at instagram a DM about your situation. I think it's striderknives_josh or something like that. I've had success getting a question answered through that way.

B. Log on to the USN, and send Josh or Mick a private message. Or make a post about it at their Strider sub forum. Josh and Mick often see/post there. A piece of advice though, many people there can be very defensive, so just word your post in a not whiney, where the hell is my knife I hate Strider way. (Not saying that this post was) I understand you must be pretty upset/pissed off (I would be furious... Unacceptable warranty for a 400 dollar knife) but that would just cause drama, and not aid to your situation at all.

C. My least favorite option, just wait. Many people have received knives from Strider without a notification that their knives were out. Maybe your knife is out too. Judging by your situation, I really don't think so, but who knows.

Hope this was of help. Keep us updated. I really hope you receive your knife soon.
 
I sent a sng to strider to fix real sticky lock, sharpening, only cause I was selling it and lock up moved over very far. I wrote everything down on piece of paper . It was sent back sharpened, they slapped a bunch of grease in the pivot, it was oozing out and didn't do anything else just sharpened it. I sent several emails that were never replied to. All I wanted was to have someone at least say something about why they didn't acknoledge the other issues.

It's ashame there customer service is this way, I would like to try strider again, but I'm not into taking high dollar chances on my knives knowing fully that there customer service is below average.
 
Mick has too much work on some super secret spec ops mission and doesnt have time to send emails to some homo whining about a bit of lock rock.
 
Another good reason I won't buy a strider, 400.00 knife and they treat you like crap. On top of the guy being a liar and wanna be. I wish the stolen valor operation would expose this guy on a national level. Do research on the company you give your money too when you spend that much money on a knife.
 
Are you kidding ? Did you call people who don't like lock rock in there knives homos ?
Wolf1524 said:
Mick has too much work on some super secret spec ops mission and doesnt have time to send emails to some homo whining about a bit of lock rock.
Click to expand...
 
Sorry lol letters don't always convey the sarcasm. Believe it or not some people actually will defend strider no matter what they do or how crappy of company they are.
Wolf1524 said:
Repair your sarcasm detector good sir.
Click to expand...
 
shinyedges said:
Sorry lol letters don't always convey the sarcasm. Believe it or not some people actually will defend strider no matter what they do or how crappy of company they are.
Click to expand...
True. I know that on myself defending Microtech. Yet, for me, Strider went a lot further in being shadowy company. For what I know, Microtech atleast repaired their broken products and from youtube, Tony seems like a really good guy.
 
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