Unbelievable customer service!

eskimo39 · Jul 21, 2010

I recently posted regarding some faulty knipex side cutters I had received and was waiting for a response from knipex. It turned out my original email I sent them never arrived, I sent a second a few days later and got a reply almost immediay asking for my phone number. I sent it and again got a phone call within a minute of my reply being sent. I spoke to a sales manager who explained that they took any problems with their products very seriously and asked me to return the faulty cutters to them. A few days later I got an email asking if it would be convenient for someone to visit me in the uk.

A meeting was arranged for the following Thursday and I met with a gentleman from knipex who took the time to explain what had happened and why the product had failed. He also replaced the cutters and gave me a couple of other tools.

I am amazed that in this day and age a company can show this level of customer service and I honestly don't think I will ever use another brand for cutters etc again

I cannot recommend knipex enough and feel most uk companies (who struggle to find time to email you let alone visit from Germany) could learn a lot

blackiel · Jul 21, 2010

Nice story Eskimo,Did they know youd posted a blog on here by any chance,if not,you cant beat that level of customer service,used to be like that years ago,with english firms,untill the accountants truly took over.

rocker · Jul 21, 2010

That's brilliant especially for this day and age. Don't companies understand what this level of service an do for them..... you'll be using Knipex for the rest of your life now, and the next tool I buy will definitely be a pair of their side cutters on the strength of this post alone.

EoinConway · Jul 21, 2010

That's a very interesting story, Thanks for that, well done knipex.

JamieR · Jul 21, 2010

Unbelievable

Damon · Jul 21, 2010

Thats great customer service, my CK pozi drive broke and i had hardly used em, I spoke to the shop I got em from who said they couldnt do anything and I had to get intouch with CK directly...well for 1 screwdriver i thought never mind then just recently a CK Flathead screwdriver also broke and i got in touch with CK directly who said I had to contact the shop again to tell them I would be sending them back to the shop where CK would pick them up,inspect and test then replace....
Why couldnt i send them to CK in the first place....
I am going to send them off tomorrow watch this space......i got a feeling theyre gonna come up with a rubbish excuse why they broke and not replace em.

nickblake · Jul 21, 2010

CK new range broke 4 flat heat screw drivers in one week still got one of the old type 12 years after i bought it , its getting a little worn now so i wanted it replaced ,so after 4 breaking ill never buy a CK again sorry CK now use barco and stanley fat max these seam ok

J@mes · Jul 21, 2010

your story makes me want to buy knipex.

Phil · Jul 21, 2010

nice one well done knipex for giving the sort of service we are entitled too but so few company's now offer. sounds like a few more sales on the strength of posts like these

pmac10 · Jul 21, 2010

i remember your original post and thats an excellent conclusion, just out of curiousity, what was the problem that caused the grip to fly off??

Guest123 · Jul 21, 2010

Fair play to em.

gaffer · Aug 5, 2010

Damon said:
Thats great customer service, my CK pozi drive broke and i had hardly used em, I spoke to the shop I got em from who said they couldnt do anything and I had to get intouch with CK directly...well for 1 screwdriver i thought never mind then just recently a CK Flathead screwdriver also broke and i got in touch with CK directly who said I had to contact the shop again to tell them I would be sending them back to the shop where CK would pick them up,inspect and test then replace....
Why couldnt i send them to CK in the first place....
I am going to send them off tomorrow watch this space......i got a feeling theyre gonna come up with a rubbish excuse why they broke and not replace em.

I had a similar problem with the plus drive screwdriver,but the supplier replaced them straight away.A couple of weeks later ,I had a call from the supplier to say the rep was here and wanted to see me.Anyway ,it was the grandson of the founder of CK apparently and he was very apologetic and gave me an identical set as well.So was well happy with that.He was still a bit miffed that the rest of my drivers were irazolas lol.