Thread: Another great customer service company for knives

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I was just getting dinner ready when I noticed my favorite knife was cracked. Years ago when my wife and I got married, we registered for a Wusthof knife set. We also recieved two knives from my mom's friend, which were MAC brand. Well long story short, we hardly ever used the Wusthof knives, but reach for the MAC knives every time. They are thin steel, and very sharp with an easy to sharpen edge. About 4-5 years ago, Cooks Illustrated Magazine did a kinfe comparison on all brands of Santoku knives. And believe it or not, MAC out shined the competition for half the price.
Sadly today when I reached for my trusty companion, it had a 3/4 of an inch vertical crack about 1 and 1/2 inches from the tip. I looked up MAC online and called their service number just now, and actually got a person who was the right person to talk to on the first try. He explained that I could ship the knife back, he'd inspect it for steel integrity, and if ift was a flaw in the knife refund or replace it. But he also stated 75% of the time it is a torquing issue when the blade is pushed down and twisted slightly, which is a user error. I have used the knife daily for 4-5 years. It cost me 50 bucks via internet. So he offered an option B where he would refund half the value of the list price(35 bucks) right now on the phone, and for 20 bucks he would send me a new one. Well being the thrift wizard I am, and knowing we probably did misstreat the trusty knife, I asked for option C a upgrade to the professional series Santoku. So he said sure why not, applied his discount to a new professional series knife and dropped it an additional 10 bucks for me being honest and polite. You gotta love this Guy! So for 60 dollars I have a brand new knife that lists for 120 dollars, and he sent it overnight express at no cost to me, plus he doesn't want the old knife back. I figure he deserved a plug so there you have it! Steve.

And I thought they only made tools.

nice to know that there are still some companies that fully back what they sell. and without all the run around. great story. let me know how the new knives work out.

Thanks for the heads-up. Highly unusual in this day and age for someone to step up to the plate like that.

We've had the original two knives for 12 years and they are as sharp now as they were new. The trick is high quality steel, and super thin blade design. Makes it easy to keep the edges sharp. I guess where we went wrong was using it for everything(including chicken bones if I know my wife) which isn't a good idea. Guess I'll take the cleaver in and have it sharpened to avoil future probles. The cleaver is a Sword and Shield brand from West Germany, and is stainless which makes it a bugger to sharpen at home!