Warranty Issue

M

mp510

Joined
Mar 20, 2006
Messages
2,221
I am the original owner of a Sog Powerlock that I bought about 2.5 years ago.

Late last week the fine screwdriver tip sheered off of the canopener/fine screwdriver combo-tool on my Sog Powerlock. I was not using the tool in an abusive way at the time. I left I message either after business hours on Friday or during the day on Saturday with the warranty department. Today I received a call from an SOG rep. I was told that components are not covered by the warranty.

I was looking at the warranty page this afternoon, and I believe the Sog rep may have been overbroadly interpreting the warranty exclusion. I was under the impression that meant worn as in normal wear and tear, chipping, dullness, abuse- that sort of thing. To me, the screwdriver tip breaking was an inexplicable failure. (I used a small, promo Chinese screwdriver after the Sog broke, and it had no problem undoing the screw with ease) .

What isn't covered:
Rusted/spotted/stained blades or handles (coated or not), broken or bent knife tips, worn tool components, dull/chipped knife blades, scratched blade/tool coatings, worn/loose Kraton slabs, sheaths and pouches (if brand new sheaths are determined to be defective they are replaced separately from the knife/tool), and broken/lost thumb studs.
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I have no ill will towards SOG. I think that the Powerlock is still the supreme multi-tool. (This was my second Powerlock, the first is "swimming with the fishes"- literally). In fact, I bought another one on Sunday to give as a Christmas gift to a friend.

Any insight, guidance, etc... that can be given would be great.
 
Daniel said:
If they will not replace it ...[/url]
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They should. Reports of shoddy SOG customer service led me away from the brand a while back, just before and as they were introducing their Fusion line. I have been eying a few of their newish folders, like the Vulcan for a x-mas present.

Bottom line - SOG may have lost my sale on a ~$90 knife over a piece of steel that costs them likely under $1. I know that their multi-tools and their knives are two quite different aspects of the company (by all accounts their multi-tools are absolutely phenominal).

Reputation isn't built entirely on the original product but how you stand behind that product. Making customers jump through hoops = not good.
 
Yes, they should replace it under warranty.

What I stated was "If they will not replace it"

If they will not replace it, then you have to either fix it yourself or leave it broken.

It is a separate issue whether or not you choose to buy their products in the future.
 
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