Warranties/Knife Repairs From Manufacturers: Comments? My repair from SOG

J

johnsoda55

Joined
Sep 26, 2015
Messages
15
I like that lifetime repair you get w/most knives. I had, note "had" an old SOG Twitch knife. I purchased it years ago when they first came. On the form, if repairs can't be made, or sentimental value, do you want a replacement, or new knife. I chose, send it back, Sentimently Value.
You guessed it, replaced knife. Nice gesture but not what I wanted. Of course, communicated my concerns w/company representative. They ck'd, but of course couldn't find it, and expressed their sorrow at my loss. My question back to SOG, was what can you do, to make this right? My suggestion was tossing me a bone, say a SOG Pentagon II. There response was to send me a picture of 7 knives, and take my pic. I don't remember the other knives, but chose the SOG Koom Mini. The SOG Representive said good choice! I hated losing my original Twitch II, but they replaced it with a new knife, and gave me the Zoom Mini. A win-win situation.

I guess it's a hit and miss. I sent a knive back to CRKT; completely different story. To their credit, it did work out, but I had to elevate my concerns to get results. That deserves it's own thread!

Hope anyone returning a knife for repair has a good experience.

Later, Daniel
 
SOG sent me an extra sheath for the Seal Pup Elite (plain edge) after I requested it at Blade. This was at the time they switched from kydex to leather. That was a freebie from the SOG rep which I was grateful. I have read that SOG resists warranty repairs if for no other reason than they don't make most of their knives here in the US and they have only what they have. I think you did well with the Twitch II replacement. It is a good little knife.
 
I liked my original Twitch II, it has been on several deployments w/me, I am pleased with the end result, keeping the customer (me) happy.
I have been thinking about getting the SOG Seal Pup. Comments about it?
 
Seal Pup is a fantastic inexpensive fixed blade. I have two. A normal one and an Elite. The elite I got here off the exchange for not much money. It is Plain edge which I like much better than the normal pup.

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Nice, I guess I'm going to pick up the Seal Pup down the road. I have a few other SOG's: A digital cameo Trident, and Pentagon Elite I, from Seiki Japan. The Pentagon is one of my favorites! Thanks for the reply.
 
It is tricky dealing with Manufactures. They should treat customers w/more respect. If I buy a product & spend good money, I expect quality including service. The SOG Representive was understanding about me being a little annoyed with them not returning my original knife. So why not ask; What can you do to make things right! After all, customer loyalty is important. Glad they hooked you up regarding your Seal Pup. Thanks for the reply. Daniel
PS I have to relate my experience with CRKT about their customer service.
 
The sheath that came with my Recon Bowie was not very good and had loose threads. I sent off an email to them with pics and I received a new sheath in days. I think pics help a lot and they did send me a new sheath although they never wrote.me back.
 
I've had all very positive experiences with SOG's warrantee department. I have a 10 year old Trident that had a broken coil spring a little while back, and I was hesitant to send it cross country. I just attached a letter with it expressing that the knife was very sentimental and I didn't want a replacement. It came back repaired and freshly sharpened. I've also spoken with some people in repairs by phone and they've always been very courteous.
 
Thanks for sharing your positive experience with SOG warranty department, Zeedeegood.

Best regards,
d-1
 
I think a big factor with some companies, especially SOG is that depending on when your dealings with them was, you might have hit some of the rough spots that they have had. When I contacted them regarding purchasing some accessory parts for a powerlock, they were fantastic with communication, but in the process of getting things shipped, I ended up with wrong parts in one package, and it took a bit to get things sorted. That was near one of their big shake-ups. Then when the company was purchased, things changed again. Might have been the same people, but maybe the system changed, or maybe an email server is acting up, and internal emails are not working the way they should. It can be really tough. At one point I think almost all the customer service for SOG was going though a very few people, pretty insane considering the number of knives they were shipping out. As soon as things hit that level of complexity, things will go wrong.

22-rimfire I think you hit it on the head. lots of manufacturing locations, lots of suppliers, and now lots of redesigns with the fusion lines. That complexity cannot be easy to get nailed down.

I've had good and bad experiences with all kinds of companies, but I've also been on the front of customer service, and you don't always get it right. Or you don't always know that you can. Companies tend to not let front line staff just make promises and give things away, so you asking probably taught that rep a lesson, and the next time it happens, they may very well be ahead of the curve.
 
I found a SOG Sidewinder, brand new but w/o thumb lug. The B&M I found it at had tried to change the stud for left hand carry and ruined/lost it. Sog supplied a new one for free. They didn't have the original style since it was old stock, but the one they sent me was double sided and better than the original stud.

Great customer service.
 
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