SOG Needs more quality control like they need new staff in their Warranty Dept!

[jonsforeal]

 I just recently had and have an issue with SOG. I bought a seal Pup Elite. The knife is fine, great actually but the sheath has issues. There is no sheath tension, the knife will just fall strait out of the sheath. Now this sheath is brand new! Never used, no signs of use. So I emailed Sog [which was my first mistake] about the problem and all they wanted to know was if my sheath was older than 30 days. Well yes it is actually and no I dont have any proof of purchase. Well heres what she said,

Hi Jonathan,
We are truly sorry that is this is the issue. We have a policy in place for a reason as I am sure you understand. I am also truly sorry that you would like to place blame on the warranty administrator who is only doing her job. I didn’t get to make policy, I just have to uphold it. Thanks for understanding and have a great day!
Best Regards,

Lindsay Misquez
Warranty Administrator

This was our second email and I am pissed! I cant believe that Sog would not replace my sheath. We are talking about a $25.00 product and thats retail, imagine what is actually cost them. It would not of been so bad if there PR person would actually try to work with you or maybe practice some sort of manners. It seems to that Linsay forgets that this is their  mistake! This is their poor quality control and this sheath should of never been sold. You know I could go on and on about this so let me sum this up, quality control just like there warranty department needs some changes!

[Mike, Lord of the Spammers!]

That really is poor

[Medic82]

That sucks dude.

I have sendt SOG a couple of e-mails regarding various stuff and not a single reply from them, so I also think that they need to make some changes in the CS department. SOG should have done the decent thing and replaced it for you since it was brand spanking new and never used.

[nuphoria]

Agreed, not good enough.

[yud]

Well my experience with their Warranty Dept was good, what did you say to get "place blame on the warranty administrator who is only doing her job."

[Viper]

I've never gotten replies from them either...   

[jzmtl]

What did you say to receive that response?

Was it the kydex sheath?

[Witmen]

The only time I needed them they went above and beyond my expectations.  I sent in my powerlock to have it's head replaced and they added a new tool that I didn't even have any problem with.  They even fixed the head after I admitted I damaged it destroying another multi tool just because someone bet me I couldn't.  They could have easily called that abuse and told me to get loss but they didn't.  Maybe they just have a much better warranty on their tools then they do on knives.  I wouldn't know I haven't bought a SOG knife in years and the ones I do have see no use.

[Viper]

Maybe it's just e-mail.

[yud]

just a shot in the dark here BUT, maybe they have a problem with european e-mails

[Multitaskertools]

That really is poor

piss poor IMHO

[scrappy]

As a customer service manager I have to say her email is not professional imo.
I would be written up if I wrote an email like that to a client. Granted, I work with accounts worth millions of dollars, however, any customer should be treated better than that.

[Medic82]

just a shot in the dark here BUT, maybe they have a problem with european e-mails

I have sent e-mails from hotmail and gmail also.

[yud]

Ok I agree not retruning e mails is bad (and I want to know why).

But I don't see anything that bad in the e mail especially since we don't know what Jonsforeal said or did.  I mean he could of called her the wife of satan (not that he did)

[jonsforeal]

Yes it was a kydex Sheath and here is a copy of my orginal email. I was a bit up front I admit but I  think to some degree it should be ok for a upset customer to be upfront and blunt.

Lindsay,
Wow I honestly expected better service than that. I can understand if my sheath had signs of used but its brand new. Unfortunately it is more than 30 days old. I think this will certainly effect my purchases with SOG products.I have to be honset I am a bit disappointed with the servie I'm receiving from SOG. Based on the quality product that you sell I would expected your warranty to match it. Unfortunately I will have to update my video reviews in reguards to SOG warranty administrator.......... I'm just really shock that the policy is that cut and dry over an issue that should have never taken place on your part. I hope in the near future you quality control is held to a higher standard.

I guess I could file a complaint but I dont know if it would do any good.
 

[jonsforeal]

hey yud, I actually post this seconds after your post,lol.

[yud]

Yes it was a kydex Sheath and here is a copy of my orginal email. I was a bit up front I admit but I  think to some degree it should be ok for a upset customer to be upfront and blunt.

Lindsay,
Wow I honestly expected better service than that. I can understand if my sheath had signs of used but its brand new. Unfortunately it is more than 30 days old. I think this will certainly effect my purchases with SOG products.I have to be honset I am a bit disappointed with the servie I'm receiving from SOG. Based on the quality product that you sell I would expected your warranty to match it. Unfortunately I will have to update my video reviews in reguards to SOG warranty administrator.......... I'm just really shock that the policy is that cut and dry over an issue that should have never taken place on your part. I hope in the near future you quality control is held to a higher standard.

I guess I could file a complaint but I dont know if it would do any good.
 

What does that mean  you have videos about warranty administrators?

[yud]

hey yud, I actually post this seconds after your post,lol.

yeah that happens

[jonsforeal]

No lol, I wish. I have a review on youtube of the SOG Seal Pup Elite. I just ment I was going to update my video review. Actually I think I'm going to make a new video all together about this. I was just letting her know of my intentions. If you want to look it up my profilename is jons4real. Just look it up in the search bars and my videos will come up. Let me know what you think. I just started doing the videos so I'm not really settled into my own way doing it.

[DaveK]

I can't see anything overly provocative about your mail jonsforeal - seems fair enough to me.

We don't get customer service in Europe like you guys expect in the US, but the "place blame on the warranty administrator who is only doing her job" comment is unprofessional even by British standards!

[jonsforeal]

I agree Davek, thanks

[jzmtl]

Since they won't replace it, just heat up the sheath where hand guard is with a heat gun, and bend it in a bit, easy fix.

[jonsforeal]

I thought about doing that I just dont want to mess it up.

[Multitaskertools]

Yes it was a kydex Sheath and here is a copy of my orginal email. I was a bit up front I admit but I  think to some degree it should be ok for a upset customer to be upfront and blunt.

Lindsay,
Wow I honestly expected better service than that. I can understand if my sheath had signs of used but its brand new. Unfortunately it is more than 30 days old. I think this will certainly effect my purchases with SOG products.I have to be honset I am a bit disappointed with the servie I'm receiving from SOG. Based on the quality product that you sell I would expected your warranty to match it. Unfortunately I will have to update my video reviews in reguards to SOG warranty administrator.......... I'm just really shock that the policy is that cut and dry over an issue that should have never taken place on your part. I hope in the near future you quality control is held to a higher standard.

I guess I could file a complaint but I dont know if it would do any good.
 

You might try writing an old fashion letter addressed to the CEO of SOG:

SOG Specialty Knives & Tools, LLC
6521 212th Street Southwest
Lynnwood, WA 98036

 

[jonsforeal]

Thats a great idea, thanks.

[scrappy]

I think her response is unprofessional. I wouldn't just say I can't but I would explain what the policy is and why. I would explain how it benefits the consumer and if my company can do nothing I welcome their feedback and offer the customer the opportunity to speak with a director. This shouldn't come to that because they should replace it.

[MultiMat]

Yes it was a kydex Sheath and here is a copy of my orginal email. I was a bit up front I admit but I  think to some degree it should be ok for a upset customer to be upfront and blunt.

Lindsay,
Wow I honestly expected better service than that. I can understand if my sheath had signs of used but its brand new. Unfortunately it is more than 30 days old. I think this will certainly effect my purchases with SOG products.I have to be honset I am a bit disappointed with the servie I'm receiving from SOG. Based on the quality product that you sell I would expected your warranty to match it. Unfortunately I will have to update my video reviews in reguards to SOG warranty administrator.......... I'm just really shock that the policy is that cut and dry over an issue that should have never taken place on your part. I hope in the near future you quality control is held to a higher standard.

I guess I could file a complaint but I dont know if it would do any good.
 

You might try writing an old fashion letter addressed to the CEO of SOG:

SOG Specialty Knives & Tools, LLC
6521 212th Street Southwest
Lynnwood, WA 98036

 

You can still do that 

[Multitaskertools]

You can still do that 

 

[sjdep97]

You might consider filing a complaint with the Better Business Bureau too.

[Cuso]

NO problems with SOG Warranty here, I emailed them recently about a missing spring for the 1/4 adapter on my Powerlock and within 3 days the replacement was here. I was actually amazed how fast the got the thing in the mail. I do have a question for the OP though, how did you hold on to this defective sheath for more than 30 days? I would have noticed that right out of the package. Heck I would have returned the whole thing right away. Did you order this directly from them?