Dear Mr. Emerson (and Company),
I am extraordinarily impressed with the recent warranty work which was performed on my Emerson Combat Karambit (serial number ***). As a martial artist who had studied Indonesian and Filipino martial arts and the Karambit long before they were “cool” and “in,” I had long wanted a folding Karambit of high quality. When, as an FBI Special Agent in the Southwest, I saw the photo of the Combat Karambit prototype on the cover of a knife magazine, I knew I had to get one. I contacted your company and was eventually able to coordinate an order, at a substantial law enforcement discount, for over $1,500.00 in knives (enough to supply some fellow agents who were studying ***** with me with karambits along with two for my personal use). I was very impressed by the fact that you and your company were willing to sell these knives, which were only beginning to be produced at the time and which could easily command a premium over retail price, at a discount as a service to law enforcement. I have kept number *** pristine in its box, as a replacement for ***, should it ever break or be lost during an operation.
I carried and used (serial number)*** for several years. The knife did not do much cutting, but it was constantly opened and used in training and demonstrations. I lost count of the local, state, and federal law enforcement personnel who asked to see the knife and then asked to see how it was used. It was a companion on many a late night/early morning operation in the desert. I trained with it during long surveillance operations (when I had neglected to bring a training blade with me). After years of quick deployments, some kinetic openings, and the like, the lock up of the knife was no longer the rock solid standard displayed by Emerson Knives. With moderate pressure on the spine, the liner lock would begin to slip, though it never fully unlocked. Considering the kinetic opening, quick deployments, and years of use that this knife had seen, I considered this normal. All things wear, and I had not been exactly nice to this particular lock. If you wish to see some of the things I did with the knife, there is some video of me using a (non-Emerson) ******** Karambit on my website, though the ********, unless tuned quite a bit, does not open kinetically and has not been used to near the degree that is the case of (serial number) *** (one of the reasons that I did not use an Emerson Combat Karambit for a demonstration on my website is that Mr. Emerson has demonstration videos of his own on the web and I did not want to detract from his training videos or imply that I was associated with his training program).
I sent my Combat Karambit with a $12.00 check to cover postage and handling, as stipulated on your website, and a letter explaining that I did not believe that this knife would be covered under warranty, as the problem with the lock was caused not by defects in workmanship or materials, but by wear cased by lots of use. I asked that I be contacted with the price of the repair so that I could provide a credit card number to cover the repair cost. Instead of being contacted by the Emerson Warranty Department, I was surprised to see a box from Emerson Knives appear at my front door approximately a week after I had sent in my knife. The lock had been repaired and the pivot pin had been replaced. Lockup of the knife is rock solid again and I did not think that I could be pleased.
When I searched through the rest of the box and discovered my $12.00 check, an invoice that said “No charge,” two Emerson Knives catalogs, and two Emerson Knives decals, I was taken aback. Standing behind a product is one thing, but eating the postage charge on the return of the knife was beyond good customer service. Thank you very much for the work done on my knife, for continuing to make great products, and for your assistance to law enforcement. The catalogs did present me with a difficulty or two. I know that my next Emerson will be the Karambit Fixed Blade (I will probably be calling your company soon for a direct sale), but, after looking at the catalog, I can’t decide between the CQC-15 and the HD-7 as a follow up purchase, and the CQC-13 and the “Snubby” CQC-14 are looking pretty good too. Did I mention that I love the Tomahawk?
Once again, thank you.