Ferrum Forge knives repair/replacement parts lack of availability
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So I have every ferrum forge collaboration knife massdrop has made available. Every knife owner knows that pocket clips break and bend. The pocket clip screws will strip out even with experienced people using quality bits. Where do we get replacement screws? We all know massdrop doesn't offer replacement parts and I just emailed Ferrum Forge Knifeworks directly and was informed that they do not have any replacement parts for any of the collaboration knives offered on massdrop. I hope I'm not the only one to see the issues this brings up. If you modify your knife say with anodizing or custom milling or etching and strip a screw your kinda screwed, pun intended. Any modifications to these knives voids the warranty. Disassembly voids the warranty. I'll spell this out for anyone who hasn't picked up where I'm going with this. If you disassemble your knife to clean, if you anodize your knife, or do anything to your knife and have even the smallest of issues , say a stripped screw you could possibly be out of a knife because there are no replacement parts available to buy. So like me if you anodize your pocket clip and backspacer then later take your knife apart to clean the bearings and the fulcrum screw strips out because of soft metal and my impatience there is no way to replace the screw and I've voided the warranty because I modified my knife.
thumb_upPSBNY619, Lostdog54, and 10 others
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PSBNY619
1
Mar 19, 2020
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***I see this is a few year old thread, but same problems exist today unfortunately. I was excited to buy my first Ferrum Forge knife a few months back, I was also supporting San Diego local, my friends in the business spoke very highly of them, etc etc so without a thought I bought the Falcon in grey. I must say it is impressive, what a great looking and smooth knife, and for a fair price. Now I could not tell you much more about it as I could not believe the clip that came with it (a supposed improvement over the first generation i later found out) and it still sucks and its clip looks nice, but makes carrying the Falcon, for me, unusable. No big deal right, just email the company and see how I can buy a more suitable, preferably deep pocket carry clip and I could even pick it up and be done with it. Not so easy...My first email must have been lost as I am sure they would not just ignore a new customer's email like that??? After about one week, I emailed again politely, and again specifically asked how I could spend more money on their product so that I could actually use it (buy a clip that works) and again told them how excited I was about the whole purchase. I finally received an email response that quite frankly told me everything I needed to know about them in just a few sentences. It told what this company is truly all about, how they treat customers, their ego level, maturity, professionalism, etc, it all jumped out in that dud of a response with no empathy at all for the customer. When I was basically blown off, it made me feel deflated, bummed that I had even made the purchase, in my mind it was to go on Ebay the next day...I was that frustrated with how yet another company treats their customers like crap and gives them no assistance with what should be easy parts for their products. This is how they responded: "Unfortunately we do not have a deep carry pocket clip for the Falcon. Drop decided not to have us design a deep carry clip for them. However, there is a deep carry clip available on Drop from a third party maker...   Thanks,
Info/Knife Support
Ferrum Forge Knife Works, Inc." So, they basically blame Drop for not having a suitable clip for their own product (one of the poorest examples a business excuse I have heard of) no empathy at all, no willingness to see if something else they have works in its place (I have been around this industry since I was a little kid and many companies without asking have just made things happen as they love their products and customers. I have not been blown off like this in my 25+years of collecting knives), nothing. They then push me on to some other clip on Drop for THEIR knife that THEY made, which is a nice enough clip, but it at the time was completely sold out on Drop long ago (many months before actually) I even contacted the clip company directly and they were not taking new orders and when they did, it would be 6-8 weeks...nice Ferrum, thanks for nothing and way to know your products and who is selling parts for your specific products. That is awesome...I am just going to sit here and wait a few months while I spend time, effort, and more money, if I am lucky to find myself a solution (and i tried to source other makers for another clip, believe me)...I think not. The fact that they did not even try to accommodate me in any way, at least try to make some effort at all, then the very unprofessional blaming of DROP for their product, with many online questions and concerns about the same part...is flat out lame. Take some ownership for your products that are supposed to be so great, i could tell there was some sting there between FF and DROP about the clip and it led me to believe because of this their keen business sense told them their plan was to simply say what they did to me and be as unhelpful as possible...great plan guys, it does not work that way unfortunately. Where is your pride in what you create, is it that hard to answer an email from a customer and to possibly try to help? If you are that consumed by your work and your YouTube boring videos, etc... then at least recognize the business and customer service side is not your strong point, stick to making knives, and get some help to do the rest. This blame in each other so the customer goes in circles getting more and more ticked off if lousy customer service. I felt let down by the FF, and by the whole DROP involvement due to purchasing the knife in this way with it being a "collaboration." I don't even understand it all and would have preferred to go direct, it does not matter now as there are plenty of other companies I have dealt with for years that actually care about customers and at least make an effort, especially when a customer is politely asking for something not that out of the ordinary. I was a bit taken back and did not expect it with all the hype I had heard and by mutual friends as well, once I got online to find a clip I quickly saw I am not the only one. And yes, I responded to their classless email trying to get some sort of real help, I would have even paid for them to make me something that worked. I actually need a lot of things done with about 10 of my knives, possibly also for a business idea locally, and was hoping they would be a local shop to want to help me out on these projects, or join me. I have been in Executive Leadership/Management positions for a long time and it did not take me long to know that without customers, you can have a great product, but eventually without the service to back that up and without the willingness to help and understand your customers, it never ends well. I am not happy at all with FF, or DROP and will be avoiding spending money with either in the future. -Unhappy in San Diego
(Edited)
Mar 19, 2020
PSBNY619
1
Mar 19, 2020
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Thanks Gunnersmate2, I appreciate that...way too much effort to be able to use a knife and actually see if I like it...I felt I had to tell others about the lack of customer service as it has not happened to me in this industry EVER, I felt others who enjoy similar items should know. Especially when local to the company, and even tried supporting them knowing nothing of them or their knives, just the buzz about their brand is all and wanted to jump in and try them out...had no clue it would be such an effort. Oh well, lessons learned and we move on to the ones that do make us smile...thanks again, have a great weekend and stay healthy!
(Edited)
Mar 19, 2020
Gunnersmate2
1622
Mar 19, 2020
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Cheers
Mar 19, 2020
Gunnersmate2
1622
Oct 15, 2018
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So massdrop is sending me a new knife because of a partially stripped pocket clip screw. I appreciate the outstanding customer support but if someone could just give me the specifications, thread pitch, gauge and length I would just replace them. Or offer replacements. That sounds a lot more cost effective for massdrop imo. I mean your replacing a knife for a 10 cent screw. I guess its not my business, just my money supporting it. Thank you massdrop for your customer service.
Oct 15, 2018
Astrodinosaur
199
Oct 7, 2018
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I'm just wondering what people do to strip out so many screws. And break clips. I beat the hell out of my knives and have had this problem maybe once.
Oct 7, 2018
Gunnersmate2
1622
Oct 8, 2018
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I take some of my knives apart a lot doing home anodizing. And this is the problem, because I have modified the knife it's no longer under warranty. I've also noticed that compared to other knives I own the depth of the head of the screws seems really shallow. So the bit doesn't have much to grip to. If that makes sense.
Oct 8, 2018
Astrodinosaur
199
Oct 8, 2018
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That makes sense. I don't do any custom work on my knives like that and only take them apart for maintenance, so that could definitely have something to do with it.
Oct 8, 2018
JonasHeineman
5965
Oct 2, 2018
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Hey @Gunnersmate2,
You bring up a fair point - it's one that other members have mentioned, and that we're aware needs attention. We’re looking at our warranty policies for knives currently - including replacement parts - to see what improvements we can make. Appreciate your business and feedback, stay tuned for more on this.
Oct 2, 2018
Gunnersmate2
1622
Oct 3, 2018
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Right. I mean it's not 100%needed but would make my life easier. When screws are that small it's hard to get an accurate thread pitch and gauge measurement. I could buy an assortment and figure it out that way but .....
Oct 3, 2018
Naftoor
288
Oct 3, 2018
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This, a thousand times this. Even if MD has no intention of making parts available, this would make a world of difference. Put the hardware specs in the info of the knife so if people have to source it themselves they can do it knowing it's correct, and won't accidently strip the threads in the handle with a hardened steel screw that's slightly off.
Oct 3, 2018
Bullhaulerz
5
Oct 2, 2018
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That's very discouraging however there is away to fix the whole no service after sale issue but you not gonna like it, I've been preaching it and so has President Trump BUY AMERICAN MADE . Good Luck...
Oct 2, 2018
Gunnersmate2
1622
Oct 5, 2018
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Ok good day
Oct 5, 2018
Gunnersmate2
1622
Oct 5, 2018
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And your wonderful
Oct 5, 2018
Gunnersmate2
1622
Oct 1, 2018
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Oct 1, 2018
DougFLA123
1316
Oct 3, 2018
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I didn’t see this. I don’t seem to receive @username notifications for some reason. These pages don’t work like they use to for me.
Oct 3, 2018
maxbernstein
66
Sep 30, 2018
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It's safe to say you've discouraged me from buying any Feerum Forge knife. I suppose I'll stick with Kershaw/ZT. Great customer service, warranty, replacement part, and sharpening service.
Sep 30, 2018
Gunnersmate2
1622
Oct 8, 2018
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I think that's about the same window for delivery as mine. I saw one of there knives with a one piece milled titanium frame that was interesting, except it goes regularly for over $175. It's the reason I'm trying the cheaper smaller ts35. If everything checks out I'm going to get the one piece frame knife.
Oct 8, 2018
DougFLA123
1316
Oct 8, 2018
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Lol! Those are the funniest estimated shipping dates I’ve ever seen! 😂. They might as well say, “Sometime in 2018”. I like that reviewer and he was very impressed. There are several reviewers on YouTube who are very impressed with Twosun knives.
Oct 8, 2018