Unhappy Emerson Owner

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Commander and CQC7. They were nice military style knives. I didn't like them. Turns out that tactical knives is not my thing. I had a Spyderco meerkat that sucked. Blade and lock play everywhere. I sent it in and got a new one. Same thing. I traded it away and will never get another. I will buy another Spyderco, just not that one. I buy what I want. So do you. I like this forum. I like to hear good and bad. I raed more than ny one post before forming my opinion..Did I contribute anything? Emersons are hard use tactical knives. If you need a gentlemans knife..get something else. *poof*
 
It appears that I created quite a stir with my comments about my recently purchased Emerson knife. First of all, I don’t believe I’m a Troll. Hell, I don’t even know what one is! Also, my intent was not to attack Ernest Emerson personally. For all I know, he might be a nice person and I’m certain he’s somebody’s son. But, it’s his name above the door at the manufacturing plant and he is the President of Emerson Knives, Inc. When you are the President of anything, you better be prepared for both praise and criticism. The buck stops at the President’s office….period. In Emerson’s advertising literature, he expounds upon the quality of Emerson knives. The only point I was trying to make with my post is that the Emerson knife that I purchased was poor quality. To call my knife “crude” would be charitable. To call it junk would probably be closer to accurate. The other point I tried to make was that I tried twice to contact Emerson Knives. First, I wrote a nice letter to Ernest Emerson, sent it on December 31, 2001, and was careful to ensure that the letter was factually accurate. It’s easier to write someone when your pissed as you can leave your emotions out of the monologue. Two weeks later, I sent a nice email to Emerson Knives……again, no response. More than a month has gone by and now I want retribution…no more Mr. Nice Guy.
There are a couple of other points that I wish to make. First, defective products should never make it to a company’s shipping department. You have to question Emerson’s quality control. Hell, any bloke off the street without any knowledge of knives would question the quality of my knife, especially after I informed the person that the manufacture’s retail price was $199.95. When I compare my knife with others I own in the same price range, I would rank the Emerson dead last. I am personally offended when I pay good money for sub-quality products. If that’s a Troll…..then I am one.
 
Silverweasel: I said it in an earlier response and I guess I have to say it again. CALL EMERSON INC. Call them on the phone and talk to them. What is this "no more Mr. Nice Guy" garbage? For all you know your letter is sitting in a stack of mail on someones desk yet to be read.

You are dissapointed. You call someones product "crude" and you call it "junk". But for some reason you refuse to pick up the phone and call the company and talk to them. Post your next response after you speak to them.

Also, if you paid $200 for the knife you certainly did not shop around very much. I just got another Commander for $125 delivered. Don't call it overpriced simply because you are a poor shopper.

As one last point: It sounds like you simply will never be happy with Emerson products. Most folks love the knives so I am sure no one will really care if you think they are junk or not. Why don't you simply take or send the knife back to the retailer you bought it from? Get a credit and buy something else.

You are making a big deal out of a situation that does not warrant it. When you start ranting about "no more Mr Nice Guy" and "...and now I want retribution" you are going to find fewer and fewer people care or want to even read about your opinion.
 
jayharley, he shouldn't have to call. If his letter has been sitting on a desk yet to be read for a month. What does that tell you about Emerson's customer service?

Jeff
 
Originally posted by jayharley
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Silverweasel: If you received a knife that was not the quality you expected, why not simply call Emerson? A letter is certainly a poor way to get fast response. We also all know that if you don't get a fast email reply, pick up the phone.
That'd be poor customer service indicator at first place.

You remember how a phone works? Pick up the receiver, dial the number and talk to the company. Very simple. Dialing Emerson, will certainly will take far less time than it took to type out a silly complaint that you posted (without even having the sense and decency to speak to the company first).
He posted the message regarding the QC problem he experienced. I don't see anything silly in that. Whatever you are suggesting lies in CS area, and has nothing to do with QC. The fact that defective knife made it out of the factory is QC problem, and that's it. According to you QC problems should be reported only if the company doesn't answer the phone?

As a second solution, did you complain to the retailer or internet company you purchased the knife from? The reputable companies will exchange a knife, if in new condition, for quality reasons, or issue you a credit.
Again, that's Customer Service.

Emerson stands behind their product. No question about it.
Ok, no question about it. Does that solve or eliminate quality control problems?

Good customer service in my understanding implies responding to letters and emails sometimes ;) Or it doesn't?
 
Originally posted by Silverweasel
The only point I was trying to make with my post is that the Emerson knife that I purchased was poor quality. To call my knife “crude” would be charitable. To call it junk would probably be closer to accurate

...More than a month has gone by and now I want retribution…no more Mr. Nice Guy.
Click to expand...

"Retribution?"

Bwahahahahahahahaha!

"No more Mr. Nice Guy?"

Bwahahahahahahahaha!

That is a GREAT Alice Cooper song that Megadeth re-did!

You are so bad... :D

If you, in any way, came across in a letter or E-mail to Ernie this way, your letter was probably a Charmin substitute at EKI.

As would be proper.
 
Gator97: There has been far too much useless bantering about Emerson. Very simply, I have had great service from Emerson, when needed, by calling them. I have had no problems, ever, with Emerson's customer service!!! I am offering my suggestions, from experience, on how he might expedite getting his problem solved (through a discussion with Emerson Inc., or by simply returning the item for credit at the store). If Silverweasel did not want opinions, or suggestions, he should not have started this thread.

Please also note that I cannot say that Silverweasel's knife actually has quality problems, can you? Automatically you are assuming that Emerson has poor QC because "Silverweasel" says so! What kind of nonsense is this? Every consumer has their own level of expectations. I am giving suggestions on how Silverweasel can solve and discuss the problem, with those who might help. That is what he is asking for. I have no idea if he actually does have a quality problem.

I refuse to fall into this trap of every comment made being over analyzed. I am offering my suggestions. Simply take them or leave them. Beyond that, I don't really care what Silverweasel does nor how you interpret my posting. I am not going to pretend that Emerson has poor quality or bad customer service simply because of Silverweasel's experiences or your opinion.
 
jefroman: You state that "...he (Silverweasel) should not have to call ....."

This is that useless bantering again. I am offering a suggestion. Hell, I don't know if the letter is actually sitting on anyone's desk! I don't even know if a f___king letter was even sent. I don't know if it was lost in the mail. I don't know if Silverweasel put a f___king stamp on it. Maybe the letter was rude and it was put in the trash. DO YOU KNOW? I SURE DO NOT!

All I am saying if you don't get a response from someone or a company call them!!!! This is not a study in nuclear fission. This is a matter of following up on a letter.

I am done with this thread. This is absurd!
 
Originally posted by jayharley
I am offering a suggestion.
Click to expand...

I don't think most people that are looking for some sort of "retribution" are looking for solutions to problems. The "retribution" and "No more Mr. Nice Guy" comments speak volumes as to the person's unwillingness to do anything constructive and also simply points to him being disgruntled about something else entirely, re: TROLL.

Hell, I don't know if the letter is actually sitting on anyone's desk! I don't even know if a f___king letter was even sent. I don't know if it was lost in the mail. I don't know if Silverweasel put a f___king stamp on it. Maybe the letter was rude and it was put in the trash. DO YOU KNOW? I SURE DO NOT!
Click to expand...

I would say that it was a Nasty-Gram if the story is even true which given the number of posts and the past history of some people on here having a running gunbattle/vendetta with EKI...I just doubt the whole thing is legitimate.
 
Though this thread started off with a review, it has quickly digressed to a GB&U type thread, so that is where we is a-goin' :)

Edit: Please, let's keep this thread on track with GB&U type material...if you want to troll bash, W&C is the place.
 
This would be a PERFECT opportunity to Rant on about my negative post in GB&U. (Matter of fact, the only time I ever brought an issue to GB&U. Won't do THAT again)

The ONLY time you should bring something here is AFTER you have exhuasted all other options.

If you sent 50 E-mails with no response

if you sent ANOTHER TEN with your phone number and NO call was returned

And, AFTER Calling the other party or Company by phone and getting NO response, or a STICK IT UP YOUR A.. comment to your complaint.

NOW it would be time for GB&U

ANYTHING less than the above, is not allowing the other party of Manufacturer a FAIR-CHANCE to make things Right.

HOW FAR did you take this with EKI before posting here?...........wolf
 
I'd be interested to know from whom you purchased the knife.

It has been my experience that most reputable knife dealers will take back a knife you find unsatisfactory. I've never even dealt with a manufacturer unless it's with a knife I've had for some time.

Perhaps your first action should be focused on the dealer...and then the dealer can deal with the manufacturer for you. That's part of the reason you pay the mark-up. I deal, for the most part, with the same dealer...so...I always ask him to check the knives before he sends them. So far, even the Benchmades have been ok. :D Just kidding about the BM's.

I do think, as Don said, that Emerson creates false expectations re: his grind. This will, inevitably, lead to more dissatisfaction than would an honest/accurate description. I know I was surprised when I got my first Emerson. Surprise, ususally does not make people happy.
 
well i got a lemon CQC7 had lock probs and funky grind lines - i Emailed EKI, got a EM back w/in 3 days, mailed in the knife, and had it back w/in 2 weeks - was a relativly painless experience for me anyway - any manufacturer WILL have defective products pass QC, but, imho, and in my experience, EKI will fix the problem, givena chance, and since then have gotten 2 other emersons, and have been very happy w/them (commander and mini CQC7)and this is from someone who used to think the wave was a useless gimmick lol

sifu
 
One thing that I would recommend to anyone who needs to contact Emerson is to NOT use the Emerson web site email link (info@emersonknives.com). I have send email to that address twice-once asking about their Commander belt sheath and once requesting a replacement screw. Neither email was answered. However, a call to Emerson got the replacement screw sent out to me the same day at no charge. I've heard others complain about not getting a response to email also, Emerson should either make sure someone replys to all emails to that address or do away with it.
 
Just some thoughts to share as long as this thread is visible at Review & Testing Forum's board. Without any intention to flame or to defend anyone, so please, please don't claim me as troll!
  • About the way to contact manufacturer. In my humble opinion the way customer chosen to contact company's customer service shouldn't decide will he or she get any response or not. At least either phone, fax, e-mail and mailing address are specified at company's web site and printed advertising materials. Sure, don't send there pigeon carriers if pigeon mail address is not specified. But from where I live (Poland, at the middle of Europe) the phone call to American manufacturer and short explanation that is wrong with my knife would cost me the amount closely comparable with the cost of the knife. If the phone call should be the single way to contact manufacturer I definitely would like to keep myself as far from such company as possible.
  • About trolling 1. Visiting Forums pretty actively for slightly more than two years I don't remember if someone would be claimed as troll for saying "I don't like SPYDERCO's" or "BENCHMADE has quality control problems" or "MICROTECH's have uncomfortable handles" or "CRKT blades of AUS-6 suck!" Even criticisms about famed Sebenza can't call the troll's label onto critic though such discussions cause pretty hot emotions. The single company you can get troll's title if you criticize it is Emerson Knives, Inc. Does EKI need to be defended this way? Hmm, perhaps yes since is defended...
    Just example: here the fellow Forumite tells how he got the bit due to his own fault assuming that CRKT has a problem and nobody claims him as troll.
  • About trolling 2. More, these pretty sharp personal attacks against each EKI critic come from the narrow team of the same people. This could (not should!) match some positions in Razor's (nice work Razor, congrats!) troll definition about agenda trolls and causes pretty silly question - who is real troll here?
  • About advertising info honesty and reliability. Here are a lot of top notched manufacturers who never use claims as "will never let you down" or "number one for hard use" or "exceptional quality" or so on in such taste. Their knives speak for themselves! Numerous times BENCHMADE was criticized for their logo: "Hold to higher standard" although they really hold, in my opinion at least. It seems like sometimes advertising can replace knife quality.
  • About technical specification accuracy. Don is quite right, V-grind means that knife is both ground and sharpened symmetrically as each normal knife. If single sided sharpening would be any good all manufacturers would use it but they don't. So the user reading "V-grind" as opposite to "chisel grind" may expect that the knife is made the way it should be made. Since almost all pictures show knife's left side and almost no one shows the opposite one it is hard to consider the way EKI knives are ground and sharpened. Purchasing them on-line user have all reasons to be disappointed and as natural result begins to look for particular nicks like slightly non-matched liner and so on. The overall disappointment is the main reason of such criticism.
  • About freedom to criticize here. No one knife is ideal, no one will work in your place. The delight or disappointment is the function not only of knife properties but also of user's expecting. Don't expect wonders from purchased knife - and you will save yourself a lot disappointment. As to myself - I'm rarely disappointed with knives I have because I look onto them really and do not expect unreal things. Less experienced user may be disorientated with advertising tricks and this may cause heavy disappointment when instead of wonder knife he or she gets simply knife. Next, this can cause much more critical view onto picked up knife than it really deserves. But even in this case the user should have possibility to share his or her opinion without risk to be claimed as troll. Differently we should rename this forum as "Knife Love & Praising Forum".
  • Last - about single sided sharpening. No matter how to name it. Try to whittle toothpick with such blade and I'll be surprised if you will like it any more. Someone can say: "These knives are intended for serious use, not for toothpick whittling!" Well, what you call as "serious use"? Anyone's killing or destroying of something? This is your problem, as to myself - I need to whittle toothpick much more frequently than to destroy something or to kill someone.
Hope I didn't bore anyone deadly with so long post...

Just edited to correct some spelling mistakes. English is not my native language, sorry...
 
Serg, Good and constructive comments! You make a very good point about the customers "expectations" and how the companies advertising may have had something to do with those expectations. As much as we all like knives here the fact is knives are just pieces of steel with edges and points and the fate of Nations doesn't hang in they balance because some are better than others and some people really like them alot and others don't etc.
 
Sergiusz, that was a thoughtfully reasoned post and it brought out some very good points. A person has the right to be critical of any company that he feels has supplied him with a mediocre product and then not done a very good job of customer service to solve the problem.

In another thread a member pointed out something about just picking up the phone and talking to someone at the company to get your problem solved. He stated that he does not like this solution as it does not leave him with written proof of what that company has stated they would do to fix the problem. When you get an email from someone and it states that the problem will be fixed and it will be fixed in this manner, if at a later date the company (or individual) states that this was never said you have proof that it was. If someone on the phone promises you something and then does not follow through on it, what proof do you have that the person ever made this promise? It is your word against theirs. This is actually something I had not contemplated previously, but it makes a heck of a lot of sense. Sometimes people do not write down what they talk about on the phone. They then get busy and they forget completely what they have said they would do. If they have an email (which by the way, should never be deleted until the problem is solved) and they check their emails regularly, they have a reminder.

A phone call to follow up is however the only way that you will sometimes get any results at all. This should not be the case. If a company supplies an email address for customer service problems, they should answer their darn emails. To say that for some reason they may not be getting these emails is an unlikely scenario. If you have sent a few emails over a span of a week or more and they have not been bounced, unless their email is down, they have more than likely received them. I do not know of any company that would have their email account down for more than a day or two. It is far to important to their business, to have a working email account, for them to not have it fixed immediately.

If a company is not going to return emails then they should have a toll free number or except collect calls for customer service related problems. It should not be up to the customer to have to pay anything to get these problems fixed. No return shipping, nothing at all.
 
Dude! If you're not happy with your Emerson, why not just pack it up and send it back with a letter detailing your problems. I'll bet they take care of it. I've had nothing but good experiences with these knives.;)
 
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