warranty claim

[cammac]

Hi, I was wondering how long the average amount of time is to repair a knife at SOG. I broke the belt clip off of my pentagon elite and the rep at SOG insisted I send the knife back to be repaired. I really wish they would have just sent me a new clip because they have had my knife for a couple of weeks now.

Thanks

 

[Bobby B]

I'll let Ron handle this (pardon the pun...).
Is one of the clip screws also the pivot? I haven't handled one... If it is, that would explain why they wanted it sent in.

 

[Ron Andersen]

Hi Cammac:

Thanks for your post and for calling into my Consumer Services Department with your clip concern.

In-house turnaround times in my warranty department is about 10-15 working days (it can, though, vary). I understand the minor inconvenience with sending in a beloved knife for a few weeks, but the upside is that we do a complete service of your knife while it's here (cleaning, oiling, sharpening, sometimes other services...and of course, replacing the clip; the reason you sent it in). We also review the knife for other issues (such as lock failure). If we find other problems, we’ll repair those as well...and have often replaced a knife for these “other” reasons if not repairable. Be assured that your knife will be returned to you in almost the same condition you received it as new (at least to the best of our abilities considering the condition the knife is in). Warranty customers are usually positively "blown away."

If you have further questions, ask them here, email me, or call me directly at 425.771.6230, ext. 228.


Hey Rob:

Is one of the clip screws also the pivot? I haven't handled one... If it is, that would explain why they wanted it sent in.

Bingo. You nailed that! That's half the reason. The other half is that some of our earlier clip knives like these actually don't have "one-clip-fits-all" on the same model. Sometimes, we need to try several clips on the same knife till we fit the right clip (imagine that!). It has happened that we don't even have a replacement clip for some knives.

Thanks for your help! As always...good as "gold"!

 

[cammac]

Thanks guys,
Yes, one of the screws holding the clip is also the blade pivot. It is a great knive and that's why I hate to be without it. I have carried it everyday with light use for the past three years and this is the only problem I have ever had.

Thanks again.

 

[Ron Andersen]

Hi Cammac:

I understand your feelings and think it's called "separation anxiety."

Please be patient (I know it's hard) with the process and we'll take really good care of you!