Strider, New Repair Policy

defenestrate · #21

noddy-exactly.

This could have been put in a much better way. When I see the above Strider message, I think "this is a company that doesn't want to go the extra mile for the customer", when from the reports of many, I suspect the opposite is the case. I think Mick (or whoever handles public relations - I figured from the message style that it was Mick) could really get the message across without seeming like he doesn't appreciate his customers, when it is roundly reported that he certainly does. It's a PR issue worth pursuing, IMO.

v8r · #22

noddy wrote:Some of the requirements sound silly, but that it is not the main problem.

The problem is that the statement itself is petulant, sassy and incivil.

This may be somewhat true, but sometimes you have to spell things out for people.I think they are trying to let people know up front that such modifications go above and beyond normal use. I work in customer sales and I find that if you don't spell things out sometimes bluntly then a lot of things get assumed by the customer.

dsvirsky · #23

Toad310 wrote:Wonder if they would turn down a soldier in Afghanistan, who had to make a field mod under adverse conditions? They did say - "Don't send it in."

I can't speak for Mick or anyone else at Strider, but my guess is they'd send him/her a new knife with their thanks for the soldier's service.

nathan310 · #24

I know CRK will repair a modified knife for free if they deem that the modification didn't cause the problem and if it did they will just charge. For the price of Striders I think it is a little bit much that they did this.

TheKnifeCollector · #25

StangBang wrote:Honestly, it makes perfect sense to me and I am actually glad. In the Strider Hardcore section on USN, if you read through some of Josh's posts there are some ridiculous things that are requested by idiots who purposely mess up their knives. I'm not saying pimping is wrong, but just as with most other companies, changing something that was not meant to be changed, and then messing it up and expecting it to be fixed free of charge, is a little bass ackwards... If I wanted to install a blower on my GT, and I messed up the install I wouldn't expect Ford to just fix my car free of charge.

It sounds like they were spending more time fixing peoples stupid "mistakes" then actually repairing knives for the few of us who use them as intended. One guy apparently took a hacksaw to the black g10 on his SnG, and then quoted the warranty demanding a Coyote tan G10 slab be used to replace the black. The person did this on purpose to get the color they wanted. Which to me is just taking advantage of someone.

I think with this new warranty in place Strider will be able to fix and repair knives that need it, and cut down on the time it takes to do it and get it back to the owner. I don't see anything wrong with it, they are just trying to cover their backs. I'm sure it isn't cheap having to replace alot of those materials, as well as pay those few workers for overtime on repairs.

I think what it comes down to is if you use your blade, and break it, they will take care of you. If you are purposely altering it, they won't.

Just my .02

Agreed. I HAVE read some of those posts. Sheesh. I don't see anything wrong with their new policy either.

Vincent · #26

I think that if this was actually of a lawyers suggestion the lawyer would likely suggest they speak in clean and precise English and have the policy in written form on the website where evey consumer can see it rather than behind a limited access forum.

gull wing · #27

clovisc,
I feel as you do.
I like the SnG, great design, I still have one and a PT.
.....But they went from "Hard Core" to Pee Wee Herman.

)

Toad310 · #28

noddy wrote:Some of the requirements sound silly, but that it is not the main problem.

The problem is that the statement itself is petulant, sassy and incivil.

I agree. for $50 you could hire a PR guy to write it so it is not as crude, and insulting to people, his customers.

Many people laid out $400 or more for some of his knives, and they deserve respect for keeping him in business.

Frankly, I do like the knives, but I have no respect for Strider himself.

huugh · #29

Is this the brand which people defended by saying that $400 per knife is not that much considering the warranty?
The brand that sent scratched and damaged knife from the factory, and when the buyer complained, he got "f*ck off" response from the owner himself?
The brand that based its marketing on lies about owners' background?

I am surprised they still flourish, considering their strategy and customer approach. Well, live and learn.

flipe8 · #30

I'm fine with Strider's new policy. Never expected anyone to pay for MY mistakes.

Brad S. · #31

I'm completely behind this new policy. They were fixing things that were completely insane and entirely caused by the owner being stupid.

Some more quotes form Josh about the new Policy, might help make it more clear.

"if you have the knife engraved it does not change the function of the knife so we would still cover it
We are not trying to give people a hard time we just don't have the time to mess with knives that are messed up on purpose.
Things like a clip screw or pocket clip are no big deal to send out(clip cost 25.00 plus shipping) ((they are titanium and we have them special made)) We understand that these things can come off. Just use your common sense. The days of "The guy I purchased this used SNG from that he made look like a klingon slayer knife with his dremmel and a drill said you guys would make it new for free" are over"

"have you ever tried to remove a polished screw? It just strips itself out. When you polish something you remove material . I have seen MANY knives that have been taken apart and the blade polished. This messes up the lock up 2/3 of the time. If you engrave your name on the knife it does not change the mechanical workings of the knife....So it is covered.
It is costing us more time to fix purposely ruined knives than what we could charge for replacement parts> It is not the parts but the time it takes to fit old parts to new It takes a LOT longer to fix a pimped knife than to build a new one.
We have to inspect and caliper EVERY part on a jacked up knife and try to get a new part to fit. I am sure that more questions will come up. We are open to hearing them. Just use your common sense when dealing with your knives. Will engraving ruin my knife? No.....Will taking apart my knife and polishing all of the steel parts ruin the lock up on my knife....Yes...So don't send it in because we won't fix it... We can't without replacing all of the parts. In the long run it would be cheaper to buy a new knife. If I use my knife to pry open a car door to rescue a dog and the blade breaks is it covered???? YES IT IS !!! If I dig a hole with my SMF and I dig through rocks and the tip breaks is it covered? why YES IT IS

To quote myself.......Abused knives we don't have issues with>It's the ones that get turned out we can't fix. (turned out is a nice way of saying pimped)
So feel free to ask as many questions as you want this thread is exactly for that purpose.Questions are free. Repairs on pimped knives are not."

jzmtl · #32

That sounded reasonable, but the original paragraph is very poorly worded. My college English prof told me if you are going to write about something while pissed, wait some time and re-read it, and see if you really want to write that. Whoever wrote that could surely used this advice.

TheKnifeCollector · #33

flipe8 wrote:I'm fine with Strider's new policy. Never expected anyone to pay for MY mistakes.

Exactly!!

Vincent · #34

I stopped liking strider when I found out they charge $15 for return shipping in a defective product. I've never seen another company do this before, most companies understand it is their responsibility to pay for return shipping. I can understand paying the return shipping if the product was defective or if I need a sharpening, but not if it was defective.

clovisc · #35

the way in which they convey this information says a lot more to me than the actual information conveyed...

Jimd · #36

Toad310 wrote: Wonder if they would turn down a soldier in Afghanistan, who had to make a field mod under adverse conditions? They did say - "Don't send it in."

Here's a "For Instance" - I have personally seen Strider send soldiers in combat zones new knives when the soldiers broke their knives. Free of charge. Without the soldiers having to send the broken knives in to prove they'd broken them. Is there any better way to support the troops?

Will this warranty change make Strider purchasers turn away from future Strider purchases? I've not spoken to one Strider fan who was bothered by it (and I know many of them). I are one, too. :D

I'll be purchasing more in the future.

Jimd · #37

Vincent wrote:I stopped liking strider when I found out they charge $15 for return shipping in a defective product. I've never seen another company do this before, most companies understand it is their responsibility to pay for return shipping. I can understand paying the return shipping if the product was defective or if I need a sharpening, but not if it was defective.

I've never, ever, had a knife company ship a knife back to me for free. I've always had to pay for the knife to get there and to get back to me. Even when I had to ship my Dodo back to Spyderco when it was defective. Same with Emerson.

Which companies will ship for free?

Brad S. · #38

I find this all even more ironic seeing as my first Strider should be shipping on monday! Go Strider! Sure, they could be a little better with language, but heck, you all know what it means. I stand behind them, and their warranty. And Mick, Josh and Duane are awesome guys.

Toad310 · #39

Jimd wrote:Here's a "For Instance" - I have personally seen Strider send soldiers in combat zones new knives when the soldiers broke their knives. Free of charge. Without the soldiers having to send the broken knives in to prove they'd broken them. Is there any better way to support the troops?

Will this warranty change make Strider purchasers turn away from future Strider purchases? I've not spoken to one Strider fan who was bothered by it (and I know many of them). I are one, too. :D

I'll be purchasing more in the future.

That was then; this is now. It tells everyone not to send it in.

There was no disclaimer as to if you are on active duty in this war, fighting for our freedom back home, no...it states Don't send it in.

No disrespect to you jimd, I have read some of your posts, and you seem like a decent guy. I am only talking about Mick, and I am not trying to fight with you on this. Hope that is understood.

There are many people like me who own mutiple Strider Knives, and that makes us good customers, so where is the customer respect.

Vincent · #40

Jimd wrote:I've never, ever, had a knife company ship a knife back to me for free. I've always had to pay for the knife to get there and to get back to me. Even when I had to ship my Dodo back to Spyderco when it was defective. Same with Emerson.

Which companies will ship for free?

Spyderco and Benchmade (when I owned one) as well Leatherman have never even asked me to pay for return shipping on numerous but all occasions. Shipping to them is a given, as almost all companies require this, though some don't.