Upset with SR1-V and customer service

christopherm903

christopherm903

Joined
Oct 13, 2006
Messages
182
After wanting an SR1 for quite a while, I decided to just buy one 1 month ago. I received my NEW knife with a not very sharp edge and also some slight anodizing missing from some of the high points of the handle. Since this was the only one in stock I purchased it. I have a Wicked Edge and figured I could just sharpen it myself.
After sharpening my SR1-V, it became very frustrating. Every time I brought the edge to sharp, very small slivers like wooden splinters were just falling off the edge! Leaving the blade with a ragged edge. Nothing I tried could fix it so I emailed Lionsteel. And then I emailed them again, and then again.
Finally after the third email I received a response.

Dear customer,
We can sharpen your knife is to resume the color of titanium handle.
The total cost is Euro € 60.00 including charges of spedizone.

If you are interested follow the following link:
https://www.lionsteel.it/n/k/en/eur/warranty/mm/default

I believe that the only way for the steel to splinter when sharpened is if the heat treat was incorrect, instead of fixing my new knife I was so excited about, they want 60 dollars to sharpen it! Wow... Now I'm stuck with a great handle and what could have been a great knife. Being Italian, I really wanted this Italian made blade. I wanted to purchase more of their designs. But now I can't. Being that they are in Italy, there just doesn't seem to be a way for me to fix this. Sadly, I just cancelled my order on a Beautifull Tispine with lizard skin Damascus blade. Although I like collecting my blades, I also do use them. I can not recommend the SR1 as a user after this experience.
Chris
 
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You should've just returned to the dealer for a better sample or purchased one elsewhere. It could've been a floor sample.
 
I should have returned it for the anodizing but hindsight is 20/20. But the blade issue is just strange. I wouldn't have known there was a problem with the steel until I sharpened it. I even offered to just purchase a replacement blade. They don't sell them. I can't call Lionsteel being in America, and my email reply to their offer to sharpen has gone unanswered for a week. It just stinks that they charge you high dollars for a blade and leave you high and dry with no customer service if you need them. So maybe they just care about sales and not customer service. That is why I'm sticking to my Chris Reeve knives. Need a blade? No problem... Want to upgrade to Damascus? Sure! Blade issues? Send it in, we will fix it! I guess I just expected MORE from Lionsteel. Very disappointed.
Chris
 
And still no reply to my email! This is what worried me about Lionsteel. If I have an issue I can not call anyone, I have to email and hope to get a reply. Do they actually read their email? Why won't they respond?
Chris
 
In Italy businesses close in August for the holidays. Send another email.
 
it seems that Lion steel has double standards when in comes to US customers. a family member of mine who lives in Spain, a knife lover like me and gets fast response and free of charge and shipping for little parts like screws, pocket clips, etc. but when i email for a warranty issue or what not, it takes forever and i have to send them multiple messages. They told me they were going to send me replacement screws for my M7. That was 2 mos. ago and I've sent 2 messages with no response. Lion steel has officially lost me as a customer. They make great knives but customer service is mediocre at best.
 
When I had a problem with an SR1 a few months before the Blade Show this year, I decided to carry it to the LionSteel booth at Blade. Health problems prevented me from going, but the knife counter guy at a local gun store volunteered to take it for me. He said that they looked at it and handed him the new in the box SR1 which he brought back to me. He and I were both pleased with their customer service.
 
So unless you can corner them at a blade show, your screwed? I emailed them AFTER they reopened from holiday and recieved 1 response about 60 euros to return my knife for a sharpening when I clearly explained it was a heat treat issue and it didn't need sharpening. And even if it did, it's like a hidden cost to the knife. I hear that they come normally not very sharp. So to fix that, they require an extra 60 euros? And if that wasn't acceptable, they stop answering all emails?
 
You know, it makes me sad. Yes sad. Being of Italian decent, I really wanted this knife. I wanted it to be my edc knife, I mean, what could be cooler then being Italian and having a premier Italian blade? I am so upset this hasnt worked out. I mean, I paid a good amount of money to own this SR1-V. And now it's nothing more than a paperweight. I am even willing to just buy a replacement blade, but no one will answer my emails. (The only way to get ahold of a warranty issue) and it is ridiculous how many unanswered emails I have. It seems to me that the only thing Lionsteel is concerned with is the initial sale. I don't even know why they have a warranty registration on their website? Now that I made a purchase, there is no need to contact me back I guess.
But little do they know that I NEVER buy JUST ONE knife. When I like a product, I like to own all of them for my collection. I had an order for a Tispine, the shiny one with the reptile Damascus. Unfortunately, I cancelled my order. If I can not get a hold of someone for a simple warranty issue, I no longer buy from that company. I don't like being left out in the dark when I have a simple issue that needs attention.
Dear Lionsteel, don't ignore your American customers. Most of us have money to purchase exactly what we want, and we do. But screw us, ignore us, and no matter what you produce or how many awards you may win for your new knife, we will vote with our dollars. Usually to another maker. That is why Chris Reeve's company is so successful. Not only does he produce a knife that is desired by the public, he knows how to treat his customers so they keep coming back to buy more and more!
I do think that Lionsteel has some very good looking blades, it really is killing me that I cancelled my Tispine order! But how could I reward your company with my patronage, if you don't take care of me, your customer? Let alone answering an email or 2 or 5 or 6. That just shows us that your customer is NOT your top priority, and that's sad... let's see if you even answer these messages posted out of sheer desperation, hoping that in the limelight of these forums, in front of numerous potential customers, you chime in to answer, and help a customer with warranty issues... the ball is in your court Lionsteel...
 
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Have you tried calling? It probably doesn't matter since they'll just say the person that speaks English isn't in the office.
 
Sometimes the factory edge is defective but a good sharpening will remove that edge, down to better steel, and you'll be fine. This happens with many knives. It should not, with a premier brand, but for the effort of a little work on your part, you could have a good, working knife.

Also for less than shipping to Italy, we have people on Bladeforums who can put a good edge on it.

By the way, what method did you use to sharpen it?
 
I had a defective Ti Spine. Lion Steel mistakenly replaced it with 2 knives (1 at the Blade Show and 1 by mail). I want to return the extra knife, but they don't answer my emails. I think the email guy is sleeping at the switch.
 
Still no reply.
Sharpened with wicked edge pro system
Every time I sharpen it , the sharpened edge flakes away leaving a dull serrated feeling edge.

Chris
 
Esav Benyamin said:
Sometimes the factory edge is defective but a good sharpening will remove that edge, down to better steel, and you'll be fine. This happens with many knives. It should not, with a premier brand, but for the effort of a little work on your part, you could have a good, working knife.

Also for less than shipping to Italy, we have people on Bladeforums who can put a good edge on it.


By the way, what method did you use to sharpen it?
Click to expand...

I use a wicked edge pro system. It has never let me down and does what I want done. I don't see why I should have someone else try to sharpen it. I originally profiled it at 20 degrees, then reprofilled to 25 degrees to see if a thicker edge would hold. It has not.
 
Sounds like a defective HT. If you bought it retail, take to the retailer.
If not, send it to Lionsteel.
 
It does sound that way. But I wonder if they misunderstood the emails, & think it is a poor sharpening job. Perhaps too much information in the emails.

"We can sharpen your knife is to resume the color of titanium handle." is not the response of somebody who understands the situation, more the response of a poor english speaker.

It is disappointing that the company hasn't responded to this thread.
 
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