First, let me say that I love Microtech knives. Fit and finish, materials, design, style, ergos, are all among the very best I’ve experienced. So, as a service to this community, I wanted to document my experience with their customer service to help anyone who may be on the fence about Microtech because of the attention they seem to get for poor C.S. Just google “microtech customer service” if curious.
Background
I purchased a Socom Delta, aluminum handle, plain tanto edge in late 2013. I EDC’d it for three or so weeks straight before I noticed some up/down blade play. Being that Microtech knives aren’t cheap, and being that I, and I’m sure others, hold Microtech to a higher standard of quality, I decided to call their C.S. to explain the issue and explore my options.
My Experience
The very first person I spoke with, Laurel, was very nice, not chatty, but professional and to the point. She said they could fix the issue, no problem. She explained their return process, told me how to get an RA number on their website, and explained in detail to follow the instructions for returning the knife. Great! No issue, no attitude, just excellent customer service.
So, their website states a 3-6 week lead time for warranty work. Well, for whatever reason, my knife took longer than that. I’m pretty patient and I knew they had it, so I didn’t get worked up about it. I ended up calling, and speaking with Laurel, several times over the past few weeks. She has always been courteous, professional, pleasant, and informative. She apologized for the extended delay and offered to personally see to it that my knife got worked on asap. That was on a Friday, and she said to call back on the following Wednesday if I hadn’t yet received email confirmation of tracking.
I ended up calling back on the following Wednesday, again spoke with Laurel, again very pleasant, and was told my knife would probably ship the same week. Wouldn’t you know it, but I got an email with tracking information that very same week, last Thursday to be exact. Here’s a tip, if you need info from Microtech, just call them at (814) 363-9260, don’t use email.
So, today I received my knife back. It was packed very well: inside the shipping box was a standard microtech white box, which had my knife, bubble wrapped, in a new microfiber bag. Nice! And the knife is now perfect!
Conclusion
Ok, sorry for the long post here, but I felt obliged to put, in writing, an actual experience with Microtech’s customer service so others could see that, contrary to what some may or may not have experienced, their C.S. is, well, just that, good Customer Service. Would some see the extended lead time as “crappy” customer service? Maybe, but not me. I look at it like this, it’s a knife, I knew where it was, and I had no issue waiting a couple extra weeks to get it back. The wait made it all the sweeter when I received it on my front porch, a second time.
Background
I purchased a Socom Delta, aluminum handle, plain tanto edge in late 2013. I EDC’d it for three or so weeks straight before I noticed some up/down blade play. Being that Microtech knives aren’t cheap, and being that I, and I’m sure others, hold Microtech to a higher standard of quality, I decided to call their C.S. to explain the issue and explore my options.
My Experience
The very first person I spoke with, Laurel, was very nice, not chatty, but professional and to the point. She said they could fix the issue, no problem. She explained their return process, told me how to get an RA number on their website, and explained in detail to follow the instructions for returning the knife. Great! No issue, no attitude, just excellent customer service.
So, their website states a 3-6 week lead time for warranty work. Well, for whatever reason, my knife took longer than that. I’m pretty patient and I knew they had it, so I didn’t get worked up about it. I ended up calling, and speaking with Laurel, several times over the past few weeks. She has always been courteous, professional, pleasant, and informative. She apologized for the extended delay and offered to personally see to it that my knife got worked on asap. That was on a Friday, and she said to call back on the following Wednesday if I hadn’t yet received email confirmation of tracking.
I ended up calling back on the following Wednesday, again spoke with Laurel, again very pleasant, and was told my knife would probably ship the same week. Wouldn’t you know it, but I got an email with tracking information that very same week, last Thursday to be exact. Here’s a tip, if you need info from Microtech, just call them at (814) 363-9260, don’t use email.
So, today I received my knife back. It was packed very well: inside the shipping box was a standard microtech white box, which had my knife, bubble wrapped, in a new microfiber bag. Nice! And the knife is now perfect!
Conclusion
Ok, sorry for the long post here, but I felt obliged to put, in writing, an actual experience with Microtech’s customer service so others could see that, contrary to what some may or may not have experienced, their C.S. is, well, just that, good Customer Service. Would some see the extended lead time as “crappy” customer service? Maybe, but not me. I look at it like this, it’s a knife, I knew where it was, and I had no issue waiting a couple extra weeks to get it back. The wait made it all the sweeter when I received it on my front porch, a second time.
.....you might have gotten a better result putting down "*******" as your dealer....they would have known who that was.
