I want to say thanks to SOG for taking so long to repair my knife. The time that SOG is taking to repair a simple broken belt clip has given me the chance to purchase a new knife. As it turns out I like my new knife, a Spyderco, much better than the SOG. I am so impressed with the Spyderco that I doubt that I will ever purchase another SOG. I sent my SOG in over six weeks ago for a repair that I could have easily done myself, provided a new belt clip. So, thanks to SOG for enhancing my knife using experience.
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Thanks SOG!
- Thread starter cammac
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Hi Cam,
Im very sorry for the delay in you receiving back your Pentagon Elite. You asked in another thread what typical warranty turnaround times are from large manufacturers. The answer is that it varies between companies and really depends on situations. For SOG, we run about 10-15 working days in-house...usually. We will occasionally have production needs that stress the work loads of all our departments. That is the case now. Unfortunately, the result of that is we are running much longer than the 10-15 working day turnaround that is for us typical.
Your knife did come in for just a clip, but Im very glad we did have an opportunity to look it over, for we found more problems with your knife that necessitated us replacing your Pentagon Elite with a new one (an Arc-Lock version). We found non-repairable blade play and sporadic lock failure that would only get worse over time. So a new Pentagon Elite is on its way to you.
In the linked thread above, you seemed to draw a line between differing types of repairs (easy ones and hard ones), concluding that the processing times for the easier ones would be processed more quickly than others. I cant speak for other manufacturers, but here at SOG, we repair everything in the order the item were received...regardless of the difficulty.
Ive researched all paperwork associated with your repair (including emails) and talked with my employees. Nowhere did you frankly address with us your concerns with the repair process or how long it was taking. You only asked for an update, to which we replied. You rather chose to post a sarcastic post in public without first allowing us to first address your concerns with you in private. We are good and fair people here at SOG who want the opportunity to do fairly with our customers. Its not at all hard to understand that in all businesses, there are times when things grow beyond our control and we need to adapt...this is called growing pains. If you had given us the opportunity to better understand your frustrations, we could have averted this.
Again, Im very sorry for your frustration. Spyderco makes great knives and Im sure you will very much enjoy your new knife from them. My hope is that you will use the Pentagon Elite we are sending you and that it will in some way restore in you some faith in our company.
If there is anything I can do for you, please let me know.
Im very sorry for the delay in you receiving back your Pentagon Elite. You asked in another thread what typical warranty turnaround times are from large manufacturers. The answer is that it varies between companies and really depends on situations. For SOG, we run about 10-15 working days in-house...usually. We will occasionally have production needs that stress the work loads of all our departments. That is the case now. Unfortunately, the result of that is we are running much longer than the 10-15 working day turnaround that is for us typical.
Your knife did come in for just a clip, but Im very glad we did have an opportunity to look it over, for we found more problems with your knife that necessitated us replacing your Pentagon Elite with a new one (an Arc-Lock version). We found non-repairable blade play and sporadic lock failure that would only get worse over time. So a new Pentagon Elite is on its way to you.
In the linked thread above, you seemed to draw a line between differing types of repairs (easy ones and hard ones), concluding that the processing times for the easier ones would be processed more quickly than others. I cant speak for other manufacturers, but here at SOG, we repair everything in the order the item were received...regardless of the difficulty.
Ive researched all paperwork associated with your repair (including emails) and talked with my employees. Nowhere did you frankly address with us your concerns with the repair process or how long it was taking. You only asked for an update, to which we replied. You rather chose to post a sarcastic post in public without first allowing us to first address your concerns with you in private. We are good and fair people here at SOG who want the opportunity to do fairly with our customers. Its not at all hard to understand that in all businesses, there are times when things grow beyond our control and we need to adapt...this is called growing pains. If you had given us the opportunity to better understand your frustrations, we could have averted this.
Again, Im very sorry for your frustration. Spyderco makes great knives and Im sure you will very much enjoy your new knife from them. My hope is that you will use the Pentagon Elite we are sending you and that it will in some way restore in you some faith in our company.
If there is anything I can do for you, please let me know.
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If he doesn't want it, I'll take it!
glockman99
RIP Dann, you were a good guy.
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Ron,
At least he said "thanks".
. Hopefully he can also say "thanks" when he receives that excellent NEW Pentagon Elite that is being sent to him. ...Can I have one too?.
.Thanks for the replies. I did contact the warranty department a couple of times and they simply told me that they were "a few days behind." However, they seemed more concerend with telling me what a "great choice" I made when selecting the knife, and how it would be sharpened and oiled and adjusted and about everything else but fixed. They didn't seem to concerned with getting the knife back to me in the time that they, SOG, had specified. I am aware that you run a reputable company and have heard good things about your warranty dpt. That is why I was surprised that it was taking so long to fix my knife. Thanks for replacing my knife, however, if you don't give your customers a reason to look elseware it is most likely that they won't. Brand loyalty plays a big part in generating return customers in every business. People who are happy with their Nike's, Chevy's, Sony's buy more of them, usually until they are given a reason to switch brands.
Sincerely, Cam.
Sincerely, Cam.
glockman99
RIP Dann, you were a good guy.
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cammac,
I apologize if I seemed too harsh with my "", but I look at Ron as a personal friend of mine, and I find SOG to be one of the best, if not THE best knife-company in business. I take attacks on SOG very personally.
You said:
"Brand loyalty plays a big part in generating return customers in every business. People who are happy with their Nike's, Chevy's, Sony's buy more of them, usually until they are given a reason to switch brands."
Maybe I tend to go alittle overboard with my "brand loyality", as I currently own 10 SOGs with 2 more on the way. And I can say that I have NEVER had ANY problems with ANY of my SOGs, and if I ever do, I KNOW that Ron and SOG will take care of my SOG products problems as soon as possible, and with complete satisfaction.
(BTW...I also own a few Spyderco folders.
.)
I apologize if I seemed too harsh with my "
", but I look at Ron as a personal friend of mine, and I find SOG to be one of the best, if not THE best knife-company in business. I take attacks on SOG very personally. You said:
"Brand loyalty plays a big part in generating return customers in every business. People who are happy with their Nike's, Chevy's, Sony's buy more of them, usually until they are given a reason to switch brands."
Maybe I tend to go alittle overboard with my "brand loyality", as I currently own 10 SOGs with 2 more on the way. And I can say that I have NEVER had ANY problems with ANY of my SOGs, and if I ever do, I KNOW that Ron and SOG will take care of my SOG products problems as soon as possible, and with complete satisfaction.
(BTW...I also own a few Spyderco folders.
.)
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- 3,769
Hi Cam,
SOG's excellent reputation does come from 17 years of hard work. And yes, we just got slammed with tons of work that we didn't expect. That's great news! But somethings will take longer to get done and I'm very sorry that your knife (along with a group of other warranty customers) has taken much longer than should ever be acceptable. But we're all working around the clock right now, many of us doing seven day weeks since August. I hope you can understand that we are a bunch of really good guys, with the best of intentions, trying to make some really great knives, and trying to make as many people happy as possible. And right now, it is humanly impossible to make everyone happy....but we're really trying our hardest!
If you look into a company history of each of these listed, you most definitely will find similar scenarios to what SOG is going through right now. If someone judges a company by one slice in time, they likely will lose out on may years of good products. I'm sure you can find people who will trash each of the companies listed above for reasons similar to your concerns.
SOG's excellent reputation does come from 17 years of hard work. And yes, we just got slammed with tons of work that we didn't expect. That's great news! But somethings will take longer to get done and I'm very sorry that your knife (along with a group of other warranty customers) has taken much longer than should ever be acceptable. But we're all working around the clock right now, many of us doing seven day weeks since August. I hope you can understand that we are a bunch of really good guys, with the best of intentions, trying to make some really great knives, and trying to make as many people happy as possible. And right now, it is humanly impossible to make everyone happy....but we're really trying our hardest!
Glockman: no big deal.
Ron: I have read and taken into consideration all of your points as I hope you have with mine. I apologize for the sarcastic tone of my initial post. I didn't realize how much I used the knife until I was without it. Being without it for longer than I expected left me feeling a little bitter and betrayed. However, I do still believe that the repair time was extraordinarily long compared to similar situations I have experienced in the past. If a large amount of warranty work came in I would think that a company with SOG's resources would take measures to adjust to the increased load. I also agree that as a fact of life you can not please everyone. Some people become offended at even the smallest infraction. In an attempt not to be one of these people I will evaluate the knife you are sending me. If it meets my standards and if I think it is a quality product we will do business in the future.
Sincerely, Cam.
Ron: I have read and taken into consideration all of your points as I hope you have with mine. I apologize for the sarcastic tone of my initial post. I didn't realize how much I used the knife until I was without it. Being without it for longer than I expected left me feeling a little bitter and betrayed. However, I do still believe that the repair time was extraordinarily long compared to similar situations I have experienced in the past. If a large amount of warranty work came in I would think that a company with SOG's resources would take measures to adjust to the increased load. I also agree that as a fact of life you can not please everyone. Some people become offended at even the smallest infraction. In an attempt not to be one of these people I will evaluate the knife you are sending me. If it meets my standards and if I think it is a quality product we will do business in the future.
Sincerely, Cam.
Bobby B
No more Mr. Knife-guy
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Cam,
I think when Ron mentioned a ton of work, I suspect he meant in terms of the new products launching: Flash(es), Blink, etc. Also with hunting season coming up I suspect everyone is getting their knives in for "tuning".
I first got in touch with Ron years ago through a warranty issue. It was resolved VERY quickly, and they went above and beyond. I honestly think that this is a glitch, they perhaps fumbled the ball, but they will get going.
Hey, they're sending you a brand new(and improved model) knife - they can't be all bad...
Ron, when is MY free knife coming BTW??? 
I think when Ron mentioned a ton of work, I suspect he meant in terms of the new products launching: Flash(es), Blink, etc. Also with hunting season coming up I suspect everyone is getting their knives in for "tuning".
I first got in touch with Ron years ago through a warranty issue. It was resolved VERY quickly, and they went above and beyond. I honestly think that this is a glitch, they perhaps fumbled the ball, but they will get going.
Hey, they're sending you a brand new(and improved model) knife - they can't be all bad...
Ron, when is MY free knife coming BTW???
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Cam: Rob is right (there's a first for everything ): warranty repairs come in at a very consistant rate. Those who repair them do triple (or even more) duties. We had some very unexpected things come up internally which has taken people from differing departments to all come together to work on getting a common project done by a "dead firm" deadline. These things came on quick enough that hiring new staff and training them was just not an option, because all tasks were "skilled" positions.
You should have your knife tomorrow (Friday). Again, I'm very sorry. There are things outside of all our controls.
Rob: What free knife?
): warranty repairs come in at a very consistant rate. Those who repair them do triple (or even more) duties. We had some very unexpected things come up internally which has taken people from differing departments to all come together to work on getting a common project done by a "dead firm" deadline. These things came on quick enough that hiring new staff and training them was just not an option, because all tasks were "skilled" positions. You should have your knife tomorrow (Friday). Again, I'm very sorry. There are things outside of all our controls.
Rob: What free knife?
Bobby B
No more Mr. Knife-guy
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Originally posted by Ron@SOG
Rob is right
Rob: What free knife?
The Prize for being Right (for once...
) knife...
No??? ....ummmmmmm.... I'm sure I sent in a knife for service.... ummmmm a long time ago... I can't remember which one...just send me one of each, and then I'm sure I'll remember!!!
I'll send the rest back...
via SOGman99...
glockman99
RIP Dann, you were a good guy.
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Originally posted by Bobby B
...just send me one of each...I'll send the rest back...
...
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Free knife??!!?
Actually Ron I'll just take a TiNi Powerlock
You can send me a new knife next time
Seriously...
Ron, Bobby , Dann - wish we could all go for a drink or dinner sometime...too bad thats not really convenient...we coulda talked multi-tools and knives!!!
Actually Ron I'll just take a TiNi Powerlock
You can send me a new knife next time
Seriously...
Ron, Bobby , Dann - wish we could all go for a drink or dinner sometime...too bad thats not really convenient...we coulda talked multi-tools and knives!!!
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HMMM I sent a Tigerashark to be resharpned or somthing maybe it was rehandled yea thats it anyway hmm I didnt get it back so just send me a new one out and I'll call it even.
Actually my 2cents here: I sent a SOG vision in about 2 weeks ago to be repaired and the repairs were not by SOG falt but my own, anway I was informed it is on it's way back all fixed up and in less then 2 weeks, kind of hard to complain about that kind of service. Everyone , every company makes a boo boo sometimes things get swamped or whatever so you cant really complain about it when it happens occasionally, happens every day then complain.
So far I have found SOG and Spyderco to have the best service/warranty and you FKD it up but we'll fix it departments I have ever seen in any line of products not just knives. Al Mar seems to be the worst in knives, and BM does pretty good but I think could look at SOG and Spyderco for some guidance in that department. Anyway enjoy that new knife, dont drop it into any wood chippers it fks em up!
Actually my 2cents here: I sent a SOG vision in about 2 weeks ago to be repaired and the repairs were not by SOG falt but my own, anway I was informed it is on it's way back all fixed up and in less then 2 weeks, kind of hard to complain about that kind of service. Everyone , every company makes a boo boo sometimes things get swamped or whatever so you cant really complain about it when it happens occasionally, happens every day then complain.
So far I have found SOG and Spyderco to have the best service/warranty and you FKD it up but we'll fix it departments I have ever seen in any line of products not just knives. Al Mar seems to be the worst in knives, and BM does pretty good but I think could look at SOG and Spyderco for some guidance in that department. Anyway enjoy that new knife, dont drop it into any wood chippers it fks em up!
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Well, you're not all that far from SOG and neither is Dann. You're both only about 2 hours drive (different directions). Rob is a different story (What is it, Rob? Something like 2,500+ miles? I know it's three time zones!). But he's going to try to make it here to Seattle on his next business trip to from Detroit to South Carolina!
