Bryan J
Gold Member
- Joined
- Apr 16, 2010
- Messages
- 1,257
I agree--both that Reate makes quality knives and that this level of customer service is terrible. I can only imagine how frustrating the correspondence was (if you're not going to set up a base of customer support in the U.S., at least hire somebody who can read and write in English fluently enough to communicate effectively with your customers). Reate, regardless of how you respond to this customer, if it is true that:I wish I could report that I have but I have yet to receive the knife. Cranes received the knife via fedex from Reate on 10/12/21 (according to tracking number). I contacted Reate on the 19th and asked when the knife would be shipped and I received this response:
So who knows? They're writing their own story here. It's kind of sad. I've purchased a couple of high end knives now - a Herman Slim and a one-off CKF. That Russian knife cost almost 3 times the price of the K-1 and the comparison has made me appreciate the value and quality of the Reate but . . . . I started this repair inquiry mid-June, 4 months ago. I'd be an idiot to risk going through this again. . .
1) it took your rep 6 weeks to determine they were unable to repair the knife, and
2) it took your China facility 3 months to determine you had no parts for the knife,
then you may not understand the importance of timely resolution of customer warranty issues; or perhaps you simply do not place much value on the customer service aspect of your business. If I were the customer, I would have preferred you tell me to go pound sand after a week, then have to wait for half a year to get my knife or money back. Good luck to the knife company who punishes a customer for purchasing a $500 knife!
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