Purchased a cold steel ti lite 4” and exactly a two weeks later I had to send it in to cold steel because it would not deploy the way cold steel said it deploys. So I sent it to cold steel so they can take a look at it fix the problem and send the knife back to me, unfortunately it took four months to get the knife Back and when I received the knife it was not fixed it doesn’t even look like it was looked at. Until this situation I was a huge fan of cold steel I have a couple of the knives but I see that the warranty Is not reputable or good. I don’t think I will be buying any more of their products because I like to have a warranty on all my purchases. And I can’t count on their warranty if I receive a damaged product. You should be aware of this because if you receive anything that is damaged they most likely will not fix it or exchange it.
face="Calibri" size="3">With regard to Complaint ID # 11692655: The customer in question, Joseph Malec, sent a knife in to our Headquarters for Warranty Service The item that was returned to us was of item # 27TLCC- Recon This model has been available for several years, and was discontinued in He returned the knife claiming that the bevel grind was improper and should be considered a defect and he be issued a replacement under warranty The knife was received into our facility on the 1st of August, Upon inspection, our experts determined that not only was the bevel not defective, but the customer had ground off all of the protective coating on the blade Not only was the knife not defective in any way, but the modification of the blade voids the replacement warranty The knife was returned to the customer and, according to Fed-Ex, it was delivered on the 15th of August, Included with the knife was a letter confirming that the knife did not meet our warranty guidelines for replacement, however, the letter also offered the customer another knife at 50% off of its MSRP price This offer was made to foster good will with the customer since his knife did not qualify for warranty replacement The letter was signed by our Customer Service Representative, J [redacted] M The customer then called our facility and spoke to one of our Representatives, R [redacted] B During the course of the conversation, the customer was very angry and unreasonable R [redacted] was attempting to work with the customer and reach an agreeable conclusion The customer insisted that he receive different model- #58ALVG- American Lawman w/ Green Handle, at the 50% off as stated in the letter he received from Cold Steel R [redacted] attempted to broker the deal with the customer Due to an error in our system, the MSRP price of $was mistakenly listed at $ R [redacted] still offered a discount of 50% off of this incorrect price, and offered the knife at $49.99, plus shipping The customer then angrily stated he was not going to pay any shipping charges, and he should get the knife at $ R [redacted] agreed, and then the customer stated he was not going to give any credit card information for the purchase, and should instead get the knife for free He stated that the letter from J [redacted] Mwas not valid and began swearing, insulting J***, and insisting that he get the knife for free R [redacted] was quite “beaten up” at this point, and said he would send the knife to the customer R [redacted] did not have the authority to make such a deal with the customer R [redacted] then took the issue to J***, who then informed him that he did not have the authority to make such a deal R [redacted] has since been disciplined in this matter The customer then called back a few days later and spoke to J*** J [redacted] informed him that R [redacted] did not have the authority to give him a free product, and again he offered him 50% off of another product The customer became angry and was again very unreasonable with our staff and again swearing and demanding a free product He would not take advantage of the 50% offer, and the call terminated with the customer swearing, threatening to give negative reviews online, and contact someone he claims to know in our R&D department to complain To review: The customer sent a knife that was not damaged in the manner he described, and due to HIS MODIFICATION, was not covered by our warrantyEven though the knife did not meet our warranty policy, we offered 50% off of another product to make the customer happyWhen the customer wanted a specific knife, we honored an incorrect price and would have given the customer the product at over 70% off of the actual MSRP, instead of the 50% offeredThe customer then angrily demanded the product for free, even though the original item was not covered by our warranty and was returned to him promptly and still functionalWhen informed that he could not get a free product, but we would still honor our 50% off offer, he again angrily demanded free product under threat of negative publicity In conclusion, the customer sent us a product that he modified and therefore, voided our warranty It has been returned to him, and we now rescind the offer of 50% off of MSRP, and will not be offering any free products to this customer We have gone above and beyond our policies to try to make this customer happy, and he is unreasonably and angrily demanding far more than is appropriate for the issue at hand
Complaint: I am rejecting this response because: I stand by the accuracy of my original complaint Cold Steel admits to R*** committing an error (lying to me and offering me a free knife), and subsequently disciplining him for it, but they have no concern about how this inconvenienced their customer or correcting it with me"R [redacted] did not have the authority to make such a deal with the customer R [redacted] has since been disciplined in this matter." I never insulted anyone or cursed anyone out R [redacted] was not "beaten up" on the call In fact, him and I discussed the differences with the old steels vs the new ones before I was going to checkout I've never had such a negative customer service experience in my life, which is why I felt the need to file this complaint with the Revdex.comR [redacted] promised me a free knife That's the employee and Cold Steel's fault, not mine Model 58ALVG should be sent free of charge, as promised by R***, to resolve this complaint Regards, Joseph Malec
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10727881, and find that this resolution is satisfactory to me Regards, D [redacted] ***s
Regards
Danny
face="Calibri" size="3">With regard to Complaint ID # 11692655: The customer in question, Joseph Malec, sent a knife in to our Headquarters for Warranty Service The item that was returned to us was of item # 27TLCC- Recon This model has been available for several years, and was discontinued in He returned the knife claiming that the bevel grind was improper and should be considered a defect and he be issued a replacement under warranty The knife was received into our facility on the 1st of August, Upon inspection, our experts determined that not only was the bevel not defective, but the customer had ground off all of the protective coating on the blade Not only was the knife not defective in any way, but the modification of the blade voids the replacement warranty The knife was returned to the customer and, according to Fed-Ex, it was delivered on the 15th of August, Included with the knife was a letter confirming that the knife did not meet our warranty guidelines for replacement, however, the letter also offered the customer another knife at 50% off of its MSRP price This offer was made to foster good will with the customer since his knife did not qualify for warranty replacement The letter was signed by our Customer Service Representative, J [redacted] M The customer then called our facility and spoke to one of our Representatives, R [redacted] B During the course of the conversation, the customer was very angry and unreasonable R [redacted] was attempting to work with the customer and reach an agreeable conclusion The customer insisted that he receive different model- #58ALVG- American Lawman w/ Green Handle, at the 50% off as stated in the letter he received from Cold Steel R [redacted] attempted to broker the deal with the customer Due to an error in our system, the MSRP price of $was mistakenly listed at $ R [redacted] still offered a discount of 50% off of this incorrect price, and offered the knife at $49.99, plus shipping The customer then angrily stated he was not going to pay any shipping charges, and he should get the knife at $ R [redacted] agreed, and then the customer stated he was not going to give any credit card information for the purchase, and should instead get the knife for free He stated that the letter from J [redacted] Mwas not valid and began swearing, insulting J***, and insisting that he get the knife for free R [redacted] was quite “beaten up” at this point, and said he would send the knife to the customer R [redacted] did not have the authority to make such a deal with the customer R [redacted] then took the issue to J***, who then informed him that he did not have the authority to make such a deal R [redacted] has since been disciplined in this matter The customer then called back a few days later and spoke to J*** J [redacted] informed him that R [redacted] did not have the authority to give him a free product, and again he offered him 50% off of another product The customer became angry and was again very unreasonable with our staff and again swearing and demanding a free product He would not take advantage of the 50% offer, and the call terminated with the customer swearing, threatening to give negative reviews online, and contact someone he claims to know in our R&D department to complain To review: The customer sent a knife that was not damaged in the manner he described, and due to HIS MODIFICATION, was not covered by our warrantyEven though the knife did not meet our warranty policy, we offered 50% off of another product to make the customer happyWhen the customer wanted a specific knife, we honored an incorrect price and would have given the customer the product at over 70% off of the actual MSRP, instead of the 50% offeredThe customer then angrily demanded the product for free, even though the original item was not covered by our warranty and was returned to him promptly and still functionalWhen informed that he could not get a free product, but we would still honor our 50% off offer, he again angrily demanded free product under threat of negative publicity In conclusion, the customer sent us a product that he modified and therefore, voided our warranty It has been returned to him, and we now rescind the offer of 50% off of MSRP, and will not be offering any free products to this customer We have gone above and beyond our policies to try to make this customer happy, and he is unreasonably and angrily demanding far more than is appropriate for the issue at hand
Complaint: I am rejecting this response because: I stand by the accuracy of my original complaint Cold Steel admits to R*** committing an error (lying to me and offering me a free knife), and subsequently disciplining him for it, but they have no concern about how this inconvenienced their customer or correcting it with me"R [redacted] did not have the authority to make such a deal with the customer R [redacted] has since been disciplined in this matter." I never insulted anyone or cursed anyone out R [redacted] was not "beaten up" on the call In fact, him and I discussed the differences with the old steels vs the new ones before I was going to checkout I've never had such a negative customer service experience in my life, which is why I felt the need to file this complaint with the Revdex.comR [redacted] promised me a free knife That's the employee and Cold Steel's fault, not mine Model 58ALVG should be sent free of charge, as promised by R***, to resolve this complaint Regards, Joseph Malec
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10727881, and find that this resolution is satisfactory to me Regards, D [redacted] ***s