Full of enthusiasm was I when bought the "Viper Keeper" knife, specially after the review of the edge observer,
http://https://www.youtube.com/watch?v=Y2lRx89FEM8
But after I got it on my hands and open it a few times, I check that the blade has a up and down play, not a little, a LOT; so I check the liner lock, and it engages well but travels back with any little pressure of on the spine of the knife, it does not disengage, but is very unpleasant especially in a 100usd+ "hand made" in Maniago Italy knife. Here is the video of the problem:
http://https://www.dropbox.com/s/ydpppi3a09nnrwj/VID_20140511_015035.mp4
So I decide to send a email to people in technocut, they ask me to return the knife and I explain to them that I am in Panama Republic and buy knives in the States through a third party PO Box and it will be very expensive for me (100usd+) to send the knife back to the seller, so I will keep it and live with the unpleasant blade play, as is the risk I am assuming, buying with a third party PO Box (in Panama our mail is completely useless; courier is the only way and there are like 2 knife dealers, all spyderco and buck). Sending the knife to him was at least the same cost than buy a new one.
Amazon was very helpful, the knife cost me $174usd, and they partially refund me $34usd, equalizing the price with other sellers.
The technocut representative continues to repeat to me to send him the knife, that is the only option I had and he confirm that he have had this problem previously (latter changes the story as you will see in the email below). I repeatedly ask him to stop sending me emails requesting me to send back the knife, it was annoying and was filling me of angry against him and his company.... He continues sending email saying the same Bull***; so I decide to go "ballistic" as he reaches my "boiling point"; I will post here the emails, which for me was equal as bullying from his side and a complete lack of respect for "my money"; of course as company they have their policy, but I request him to stop annoying me repeating a solution which offers me no solution at all.
The email exchange (edited, no names mentioned): they red , me blue
Inviato: domenica 11 maggio 2014 08:58
A: info@viper.it
Oggetto: ViperKeeper lock problem
‎Dear Sirs,
You make amazing knives, the fit and finish is gorgeous.
Sadly for me, the item I get has a problem with the lock, ‎it moves when pressure is applied from the top of the blade, and it travel so much that I Think is going to disengage.
Please see the attached video,
Thabks
Sent from my BlackBerry 10 smartphone.
-------
Subject: R: ViperKeeper lock problem
Date: Fri, 16 May 2014 19:31:01 +0200
Dear Sir,
I can not see any video, anyway I can understand the issue youre experiencing and Im sorry for it. Please get in touch with the shop you bought your knife from to let them verify the issue and eventually they will get in touch with us to solve it.
Please let me know what shop youre going to return the knife to so that I can track the issue.
Best regards,
Descrizione: Descrizione: Viper logo
-----
Inviato: venerdì 16 maggio 2014 22:53
A: info@tecnocut.net
Oggetto: ********** shared a video with you!
Here is the video
-----
Sent: Mon 5/26/14 11:03 AM
To: *********
Dear ******,
Could you please send me the link to the video again? I cant see it any longer. I am sorry for the long delay in the answer but we're really busy with preparation for the Blade Show. If it poses a security issue anyway you should get in touch with the shop which sold it through Amazon. Please keep me informed of your decision.
Best regards,
Descrizione: Descrizione: Viper logo
-----
Sent: Mon 5/26/14 11:24 AM
To:
I already receive 34 usd as partial refund from amazon ; I live in Panama Republic and Curier to ‎USA will be very expensive, mora than the knife itself; which means that I probably expend less buying a new one.
The video, I deleted last week, because you never answer and I had to work a partial refund with amazon. I took the hit for buying knives trough a PO Box in Miami and bring them to Panama
As far a tecnocut and viper, I am very disappointed with the quality of the knife and the customer service, ‎by far the worst. I have had to deal with spyderco, Kershaw and Buck; they never had sent me back to the retailer store and always the do their best to help, even send spear parts for free. Viper knives just give excuses, like this email you sent meabout getting ready for blade show; awefull answer.
I cannot say anything good about your product or your customer; and always will be a unhappy client.
Thanks for the time you take from you busy agenda to help me,
-----
Sent: Mon 5/26/14 11:46 AM
To:
Dear Mr. *****,
I am sorry about your dissatisfaction but unfortunately our policy is that defective knives should go through the reseller because we do not sell consumer direct and like most producers we rely on resellers and importers to help us handle warranty claims. Were not a big company and unfortunately cant handle everything alone, I hope you understand the situation. Moreover when there is a defect we want to examine the knife in order to understand what went wrong.
Of course there are exceptions, I understand that for you it was bit more difficult to handle given that you live in Panama and should have sent it back to the USA, if you had told me before about the situation I would have devised another way of handling the warranty because we stand behind our products and offer free repair or replacement if we find an issue in the knife such as the one you presented. I am deeply sorry for what happened and hope you will reconsider your decision.
Best regards,
-----
Sent: Mon 5/26/14 11:55 AM
To:
Mr. *********,
Which other way to diverse the warranty you had take?
Which decision did you want me to ‎change, if you had gave me no options?
In a second mail I will send you the link of the video I just re-upload, and you will see the issue is straight forward,
-----
Sent: Tue 5/27/14 5:26 AM
To:
Dear Mr. ****,
Please ship us the knife and we will send it back to you. I again make apologies for the way I handled your case before, of course if you live in Panama and have to send the knife back to the US it would take too much time, so please send it directly to us.
I look forward to hearing from you.
Best regards,
-----
Sent: Tue 5/27/14 7:14 AM
To:
Italy is in the other side of the Atlantic, and is not the time, is the cost ($) ; trough regular mail probably will never arrive and by courier will be very expensive;
Maybe we should forget about the issue and ‎I accept that will live with a defective $140.00usd knife, and you will live trying to send out only top quality knifes out of your factory.
Thanks
-----
Sent: Thu 5/29/14 10:25 AM
To:
Dear Mr.*****,
We already got items shipped by mail from the Americas and so far we always received them, of course I can not force you but as I told you we would be happy to repair the knife and send a replacement if needed. Please let me know if you changed you mind, I seriously hope you will do because we want you to have a perfectly working Keeper!
I look forward to hearing from you!
Best regards,
-----
Sent: Thu 5/29/14 10:37 AM
To:
Are you going to pay the fedex from Panama to Italy?
If so, let me know because will be like $200usd; with that money I can buy a new keeper, which I doubt because of the bad experience,
-----
Sent: Tue 6/17/14 11:49 AM
To:
Dear Mr. *****,
I am sorry but we cant pay for the shipping fee, you know that the standard practice in every sector is that the fee for sending back the product to the manufacture has to be paid by the customer, unfortunately there is an ocean between you and us, if not it would be much easier. I understand your frustration but I cant step over the normal company policy just for one case. I am very sorry and I hope youll find our new designs attractive enough to give our knives a try again!
Best regards,
-----
Sent: Tue 6/17/14 11:57 AM
To:
If you cannot help me, why take the time to answer and make me more angry, not frustrated, just angry
-----
Sent: Wed 6/18/14 1:56 AM
To:
Dear Mr. *****
I did not want to leave the question open and now that were back from the Blade Show and have settled down I got back to you. I hope you understand, free replacement or repair is among the best warranties you will find, but just like any business we need to examine the defective piece before taking any action. I say again, if you send it by mail it will take a while but eventually it will get here, we already had such cases. Just let me know your decision and well be happy to help.
Best regards,
-----
Sent: Wed 6/18/14 8:57 AM
To:
You already had such cases? So there is a defect in the product and you want me to mail it back, assuming a cost ‎of probably 100usd, defect that you know that exist?
Again, I am not going to pay the courier to send the knife to you, if you are not going to pay the courier or send me a new one do not answer this email, I am so angry with your company and the poor quality, guarante and customer service will never buy a knife or spend a cent in you again.
-----
Sent: Wed 6/18/14 10:03 AM
To:
Dear Mr. Grimaldo,
I am only saying that we already had cases where a customer sent the knife back from overseas to have it replaced or repaired. Of course defects come up and our warranty policy is very generous in that it provides free replacement or repair of knives with a manufacturing defect like yours, with no extra fee apart from covering shipping cost to us. We think it is fair and were sorry that you do not find it satisfying, but were doing our best, I swear!
Should you change your mind just let me know and Ill be happy to assist you.
----- (boiling point reached) :thumbdn::grumpy:
To: Tecnocut snc (info@tecnocut.net)
B***s***! Contact me once more to continue saying B***s***!
What do you want from me? To expend more money on your s**tty knives? To expend money sending to you a piece of cr**? To piss me off with you b***s***?‎ Don't you have anything better to do like check the quality of your product before going to the market?
Again, you are full of s**t...
-----
Sent: Thu 6/19/14 5:35 AM
To:
Im sorry but your bad words speak for themselves, I tried to be reasonable and you started to behave aggressively and to offend. Of course we will honour our warranty if you decide to ship back the knife but Im not going to continue the conversation any longer since youre not behaving with the respect you should have.
Best regards,
-----
Sent: Thu 6/19/14 8:10 AM
To: Tecnocut snc (info@tecnocut.net)
Jajajajajaaja, now you talk about respect, I have request you to stop sending email to me with the stupid request of sending you the knife, too expensive for me and you only continue your abusive beehive, a**hole, this is what you get for being a a**hole; I will go to the forums and post your horrible quality and your abusive customer services,
-----
This is my story, for me viper knives are out of the equation ...
http://https://www.youtube.com/watch?v=Y2lRx89FEM8
But after I got it on my hands and open it a few times, I check that the blade has a up and down play, not a little, a LOT; so I check the liner lock, and it engages well but travels back with any little pressure of on the spine of the knife, it does not disengage, but is very unpleasant especially in a 100usd+ "hand made" in Maniago Italy knife. Here is the video of the problem:
http://https://www.dropbox.com/s/ydpppi3a09nnrwj/VID_20140511_015035.mp4
So I decide to send a email to people in technocut, they ask me to return the knife and I explain to them that I am in Panama Republic and buy knives in the States through a third party PO Box and it will be very expensive for me (100usd+) to send the knife back to the seller, so I will keep it and live with the unpleasant blade play, as is the risk I am assuming, buying with a third party PO Box (in Panama our mail is completely useless; courier is the only way and there are like 2 knife dealers, all spyderco and buck). Sending the knife to him was at least the same cost than buy a new one.
Amazon was very helpful, the knife cost me $174usd, and they partially refund me $34usd, equalizing the price with other sellers.
The technocut representative continues to repeat to me to send him the knife, that is the only option I had and he confirm that he have had this problem previously (latter changes the story as you will see in the email below). I repeatedly ask him to stop sending me emails requesting me to send back the knife, it was annoying and was filling me of angry against him and his company.... He continues sending email saying the same Bull***; so I decide to go "ballistic" as he reaches my "boiling point"; I will post here the emails, which for me was equal as bullying from his side and a complete lack of respect for "my money"; of course as company they have their policy, but I request him to stop annoying me repeating a solution which offers me no solution at all.
The email exchange (edited, no names mentioned): they red , me blue
Inviato: domenica 11 maggio 2014 08:58
A: info@viper.it
Oggetto: ViperKeeper lock problem
‎Dear Sirs,
You make amazing knives, the fit and finish is gorgeous.
Sadly for me, the item I get has a problem with the lock, ‎it moves when pressure is applied from the top of the blade, and it travel so much that I Think is going to disengage.
Please see the attached video,
Thabks
Sent from my BlackBerry 10 smartphone.
-------
Subject: R: ViperKeeper lock problem
Date: Fri, 16 May 2014 19:31:01 +0200
Dear Sir,
I can not see any video, anyway I can understand the issue youre experiencing and Im sorry for it. Please get in touch with the shop you bought your knife from to let them verify the issue and eventually they will get in touch with us to solve it.
Please let me know what shop youre going to return the knife to so that I can track the issue.
Best regards,
Descrizione: Descrizione: Viper logo
-----
Inviato: venerdì 16 maggio 2014 22:53
A: info@tecnocut.net
Oggetto: ********** shared a video with you!
Here is the video
-----
Sent: Mon 5/26/14 11:03 AM
To: *********
Dear ******,
Could you please send me the link to the video again? I cant see it any longer. I am sorry for the long delay in the answer but we're really busy with preparation for the Blade Show. If it poses a security issue anyway you should get in touch with the shop which sold it through Amazon. Please keep me informed of your decision.
Best regards,
Descrizione: Descrizione: Viper logo
-----
Sent: Mon 5/26/14 11:24 AM
To:
I already receive 34 usd as partial refund from amazon ; I live in Panama Republic and Curier to ‎USA will be very expensive, mora than the knife itself; which means that I probably expend less buying a new one.
The video, I deleted last week, because you never answer and I had to work a partial refund with amazon. I took the hit for buying knives trough a PO Box in Miami and bring them to Panama
As far a tecnocut and viper, I am very disappointed with the quality of the knife and the customer service, ‎by far the worst. I have had to deal with spyderco, Kershaw and Buck; they never had sent me back to the retailer store and always the do their best to help, even send spear parts for free. Viper knives just give excuses, like this email you sent meabout getting ready for blade show; awefull answer.
I cannot say anything good about your product or your customer; and always will be a unhappy client.
Thanks for the time you take from you busy agenda to help me,
-----
Sent: Mon 5/26/14 11:46 AM
To:
Dear Mr. *****,
I am sorry about your dissatisfaction but unfortunately our policy is that defective knives should go through the reseller because we do not sell consumer direct and like most producers we rely on resellers and importers to help us handle warranty claims. Were not a big company and unfortunately cant handle everything alone, I hope you understand the situation. Moreover when there is a defect we want to examine the knife in order to understand what went wrong.
Of course there are exceptions, I understand that for you it was bit more difficult to handle given that you live in Panama and should have sent it back to the USA, if you had told me before about the situation I would have devised another way of handling the warranty because we stand behind our products and offer free repair or replacement if we find an issue in the knife such as the one you presented. I am deeply sorry for what happened and hope you will reconsider your decision.
Best regards,
-----
Sent: Mon 5/26/14 11:55 AM
To:
Mr. *********,
Which other way to diverse the warranty you had take?
Which decision did you want me to ‎change, if you had gave me no options?
In a second mail I will send you the link of the video I just re-upload, and you will see the issue is straight forward,
-----
Sent: Tue 5/27/14 5:26 AM
To:
Dear Mr. ****,
Please ship us the knife and we will send it back to you. I again make apologies for the way I handled your case before, of course if you live in Panama and have to send the knife back to the US it would take too much time, so please send it directly to us.
I look forward to hearing from you.
Best regards,
-----
Sent: Tue 5/27/14 7:14 AM
To:
Italy is in the other side of the Atlantic, and is not the time, is the cost ($) ; trough regular mail probably will never arrive and by courier will be very expensive;
Maybe we should forget about the issue and ‎I accept that will live with a defective $140.00usd knife, and you will live trying to send out only top quality knifes out of your factory.
Thanks
-----
Sent: Thu 5/29/14 10:25 AM
To:
Dear Mr.*****,
We already got items shipped by mail from the Americas and so far we always received them, of course I can not force you but as I told you we would be happy to repair the knife and send a replacement if needed. Please let me know if you changed you mind, I seriously hope you will do because we want you to have a perfectly working Keeper!
I look forward to hearing from you!
Best regards,
-----
Sent: Thu 5/29/14 10:37 AM
To:
Are you going to pay the fedex from Panama to Italy?
If so, let me know because will be like $200usd; with that money I can buy a new keeper, which I doubt because of the bad experience,
-----
Sent: Tue 6/17/14 11:49 AM
To:
Dear Mr. *****,
I am sorry but we cant pay for the shipping fee, you know that the standard practice in every sector is that the fee for sending back the product to the manufacture has to be paid by the customer, unfortunately there is an ocean between you and us, if not it would be much easier. I understand your frustration but I cant step over the normal company policy just for one case. I am very sorry and I hope youll find our new designs attractive enough to give our knives a try again!
Best regards,
-----
Sent: Tue 6/17/14 11:57 AM
To:
If you cannot help me, why take the time to answer and make me more angry, not frustrated, just angry
-----
Sent: Wed 6/18/14 1:56 AM
To:
Dear Mr. *****
I did not want to leave the question open and now that were back from the Blade Show and have settled down I got back to you. I hope you understand, free replacement or repair is among the best warranties you will find, but just like any business we need to examine the defective piece before taking any action. I say again, if you send it by mail it will take a while but eventually it will get here, we already had such cases. Just let me know your decision and well be happy to help.
Best regards,
-----
Sent: Wed 6/18/14 8:57 AM
To:
You already had such cases? So there is a defect in the product and you want me to mail it back, assuming a cost ‎of probably 100usd, defect that you know that exist?
Again, I am not going to pay the courier to send the knife to you, if you are not going to pay the courier or send me a new one do not answer this email, I am so angry with your company and the poor quality, guarante and customer service will never buy a knife or spend a cent in you again.
-----
Sent: Wed 6/18/14 10:03 AM
To:
Dear Mr. Grimaldo,
I am only saying that we already had cases where a customer sent the knife back from overseas to have it replaced or repaired. Of course defects come up and our warranty policy is very generous in that it provides free replacement or repair of knives with a manufacturing defect like yours, with no extra fee apart from covering shipping cost to us. We think it is fair and were sorry that you do not find it satisfying, but were doing our best, I swear!
Should you change your mind just let me know and Ill be happy to assist you.
----- (boiling point reached) :thumbdn::grumpy:
To: Tecnocut snc (info@tecnocut.net)
B***s***! Contact me once more to continue saying B***s***!
What do you want from me? To expend more money on your s**tty knives? To expend money sending to you a piece of cr**? To piss me off with you b***s***?‎ Don't you have anything better to do like check the quality of your product before going to the market?
Again, you are full of s**t...
-----
Sent: Thu 6/19/14 5:35 AM
To:
Im sorry but your bad words speak for themselves, I tried to be reasonable and you started to behave aggressively and to offend. Of course we will honour our warranty if you decide to ship back the knife but Im not going to continue the conversation any longer since youre not behaving with the respect you should have.
Best regards,
-----
Sent: Thu 6/19/14 8:10 AM
To: Tecnocut snc (info@tecnocut.net)
Jajajajajaaja, now you talk about respect, I have request you to stop sending email to me with the stupid request of sending you the knife, too expensive for me and you only continue your abusive beehive, a**hole, this is what you get for being a a**hole; I will go to the forums and post your horrible quality and your abusive customer services,
-----
This is my story, for me viper knives are out of the equation ...
