Bad Viper Knives

[jfindon]

I bought a Viper Katla when they came out a couple months ago. Over the next month, it developed terrible lock rock and vertical blade play. Since the return window was closed from the dealer I bought it from, I emailed Viper directly on two separate email addresses as well as filled out a warranty form. It's been over a week and they have yet to even acknowledge my request let alone respond to me. I've also sent DMs on Instagram and commented on a photo and they happily ignore those as well and just keep posting content.

I am getting incredibly frustrated and it annoys me I can't even find a phone number on their web site.

 

[Ajack60]

Maybe the vendor can help you contact them. I would guess they probably have a contact number/person that they deal with.

 

[knifeswapper]

Also, I have found that Tecnocut is very responsive. You might make sure that your initial email does not have any links, pictures, or videos. As they might get a new contact sent to a spam filter. Many companies have a contractor or social media, not customer support, person handling the social media.

But, if you need any further assistance getting in touch with the right person - let me know.

 

[killgar]

If I recall correctly, Viper is based in Italy, perhaps Covid19 has shut down the company and no one is currently available to respond to warranty inquiries. Just a thought.

Covid has had similar effects on many companies around the world.

 

[jfindon]

Thanks for the suggestions guys. They finally got back to me and said they "lost the original email"... then this:

"
The problem is due by the sphere, we can repair the knife.

Can you send it to us for repair?

or do you prefer contact your dealer GPKnife?
"

Kind of confusing and I don't know what they mean by the "sphere"... hopefully not the detent ball because it's not that. Also not sure how I can go through GPKnives as they only have a 30 day warranty. Sigh.

 

[Ajack60]

Thanks for the suggestions guys. They finally got back to me and said they "lost the original email"... then this:

"
The problem is due by the sphere, we can repair the knife.

Can you send it to us for repair?

or do you prefer contact your dealer GPKnife?
"

Kind of confusing and I don't know what they mean by the "sphere"... hopefully not the detent ball because it's not that. Also not sure how I can go through GPKnives as they only have a 30 day warranty. Sigh.

Call them to see if they’ll send it in for you or give you the correct information for you to send it back.

 

[GAGL]

Sphere = sfera = ball

They probably mean ball bearings

 

[Lance Leon]

Thanks for the suggestions guys. They finally got back to me and said they "lost the original email"... then this:

"
The problem is due by the sphere, we can repair the knife.

Can you send it to us for repair?

or do you prefer contact your dealer GPKnife?
"

Kind of confusing and I don't know what they mean by the "sphere"... hopefully not the detent ball because it's not that. Also not sure how I can go through GPKnives as they only have a 30 day warranty. Sigh.

Google translate generally isn't very accurate, nor are assessments of an issue with a knife without having it in person. If they give you the option to send it directly to them, I'd say do it. GP would only be a middleman anyway, since it'd go to them in the end. No point risking the possibility of delays or complications by involving them, in my opinion.

 

[knifeswapper]

Thanks for the suggestions guys. They finally got back to me and said they "lost the original email"... then this:

"The problem is due by the sphere, we can repair the knife.
Can you send it to us for repair?
or do you prefer contact your dealer GPKnife?"

Kind of confusing and I don't know what they mean by the "sphere"... hopefully not the detent ball because it's not that. Also not sure how I can go through GPKnives as they only have a 30 day warranty. Sigh.

You seem to be worrying about things that they are willing to handle. Don't stress about GPKnives warranty period if the factory is offering to remedy you thru GPKnives.
Also, no sense in trying to figure out how they will fix it - just be comfortable in the fact that the end result will be a good as new knife.
The easiest remedy for you is to just send them a response that you would like to have Viper and GPKnives handle the warranty repair between themselves and let you know how to proceed.