Canal Street Warranty Woes

[RandyFew]

My 2012 AAPK knife from Canal Street was developing dark stains near the bolsters on all 4 corners. I could also detect some kind of build up where the stains were. I sent them an email on November 6th, and they told me to send it in. I sent it later that day. I got the USPS confirmation a few days later. Since then I have emailed and telephoned countless times. One time, I even sent Wally an email.
He had the secretary reply. On one of my calls up there, the guy who answered told me that they had a problem with the handle material that required them to epoxy the handles prior to penning them. He said that oil probably reacted with the epoxy that wasn't cleaned off. I have asked, pleaded and begged for my knife back to no avail. I even asked for my knife back unrepaired. I bought an extra from Bryan recently to keep my collection intact. Is this an uncommon situation or is the norm for Canal Street? They make great knives, but in my experience their warranty
leaves a lot to be desired. (I'm being polite.)

Randy

[philco]

Randy, please check your messages.

Phil

[JAMESC41001]

Definitely the exception not the norm Randy. I've always had amazing response to any questions or issues. Almost always by Wally himself. When I had visited the factory I noticed him responding personally to a hand written letter. I remember being impressed that such a busy man would take the time to handle these things himself. That may be part of the delay. Good luck
Jay

[RandyFew]

Many thanks to one of our members, my knife is being replaced and will ship ASAP.




Randy

[Colonel26]

That sounds like my one and only experience with them. Weeks would go by with no correspondence. They finally did fix it, so to speak. But definitely up to their price point.

[RandyFew]

I thought long and hard before making this public. I had gotten to the point where I thought this was my best option. I don't know their work load, etc. All I know is that when I was working, customer service was number 1. I appreciate them making this right and will post pics when I get it.

Randy

[coffeecup]

I thought long and hard before making this public. I had gotten to the point where I thought this was my best option.

I'm glad you got the problem resolved. I have to agree that thinking about it long and hard before posting was a good idea . . . and truth be told, you're a more patient man than I am. I returned my only CSC and took the loss, rather than risk a headache like this with CSC's customer service.

If it is any consolation (probably not), there was a guy over on BFC who waited more than a year before saying anything. . . .

[philco]

Randy please keep us posted on how this all plays out.

[RandyFew]

Still waiting.

[RandyFew]

I've been slow to post pics of the replacement AAPK knife from Canal Street. There is a small crack at one of the pins, but that is probably due to the handle material. It took a little prodding, but now I'm satisfied.


Randy

[philco]

I'm happy for you. It's good to know they made it right with you.

[RandyFew]

Thanks Phil. The mark of a good company is how they deal with customer problems.