Late last July I sent my most expensive knife in to a well known, but small manufacturer for a warranty repair because the blade wasn’t opening and closing smoothly. I got the knife back early September (which I considered an acceptable turn around time).
When I opened the box to retrieve my knife I noticed a small screw rolling around inside the loosely packed box. On closer inspection it was apparent that the screw had come from the belt clip. No big deal, I thought. I figured someone must have forgot to screw it in all the way. So, I grabbed my jeweler’s screwdriver to replace the screw. When I picked up the knife, one of the two remaining screws in the belt clip fell out. That wasn’t supposed to happen. When I tried to replace either screw they would not screw in. It was as if they were either the wrong screw or the threads were stripped on the knife.
So today I got around to calling this well known, but small knife manufacturer to address the issue. The man in the phone told me this was “impossible” and that it was “odd” that they even got the knife in for repair in the first place. He told me it was without a doubt not a possibility that someone there damaged my knife. I could not believe my ears, so I asked him if he was for real that there was not even the slightest chance that someone there messed up and he said “no, impossible”. He also told me that it would not have been damaged in shipping.
So, he essentially was questioning my integrity. I have a problem with this.
I wanted the man to clarify, wondering if he thought that either someone at the post office tampered with my knife or if I was lying to him. He repeated that they do not make mistakes.
I was so amazed at what I was hearing I almost couldn’t believe it. I asked this guy who I as speaking with and he didn’t want to tell me. I told him how I had just ordered another one of his knives last night and will likely return it based on how he was treating me. He then claimed to be the president of the company and the call ended abruptly.
I have never had my integrity questioned like that before nor will I ever promote this man’s company based in how he completely failed to address what would have been a simple fix. I am thoroughly disgusted.
Edit:
Almost forgot…so now I am left with a knife that requires a small repair and have no desire to deal with this arrogant manufacturer again.
I have little time for people like that who deal or speak in absolutes. their minds just dont work right and I have found it wise to stay well clear of those types.
Spit it out brother, don’t be afraid of saying who gave bad CS. If something like that ever happened to me, I would be screaming his name everywhere so people know what he does.
Yes please let us know so we don’t buy his product and then have to deal with this type of customer service. This is what the internet is for, complaint department for the world. :sarcastic::sarcastic:
If you’ve already tried to work this out with the manufacturer and couldn’t arrive at a mutually acceptable resolution, post the name. It does no good to hide it.
The guy claimed to be Gary Fadden, the president of Al Mar Knives. I plan to call back and try to deal with someone else to get this knife that they messed up fixed, but I will not be bipuying another Al Mar.
Personally, I would cancel the order for the second knife, call them back and give them a chance to make it right. If they do and you somehow got a disgruntled employee on the phone, maybe I would order from them again. If they don’t, Oregon has to have some sort of consumer complaints unit attached to their state government, you might want to consider using it.
I agree with this. I wouldn’t base my whole experience over one person, who may or may not be the president of the company. I’d call back and talk to someone else. If the same occurs, then it’s time to do something.
Unfortunately, the knife industry seems to have more than its’ share of people with that attitude. Some of them are very well known. You could try ordering some longer screws from elsewhere to fix the blade if you don’t want to deal with Al Mar again. Are you sure it’s the same knife and they didn’t just swap it out for another one? I believe most if not all of their blades are made in Japan under contract.
On the bright side, there are companies such as Spyderco that operate with integrity.
I’ve worked the booth (volunteer) of a hard-use knife manufacturer at Blade Show for 4-5 years.
If this was truly the company head, then you need to find another knife manufacturer. There are several great - large and small - manufacturers who treat the customer like gold.
There is a least one very popular, quite expensive blade manufacturer who I won’t touch any of their stuff since the principals are 100% absolute douches IMHO.
This is one of the reasons I’m sold on Spyderco. A while back I needed a couple screws for my Paramilitary 2. I had them in my mailbox a week after a quick email exchange with a customer service rep.
Because fixing someone else’s mistake is low on my list of priorities. I have a pregnant wife, national board exams and a my first trimester of playing doctor. My plate is full!
I’m with Striker on this one…if they refuse to fix their knife cancel the 2nd knife and move on. Nobody that wants to stay in business should be turning you off this rudely!!!
So he called you a liar. Sounds from your report like he has some problems. I wasn’t there so I don’t make judgement but it wouldn’t be the first time an honest man and his legitimate problem was treated indifferently. I don’t spend my money where my being a customer is not appreciated.