Update: Ontario replaced the knife themselves and within the six month time frame (about two months turn around). It showed up a couple weeks ago and is ripe and fit to be used. It took some doing, but it DID get done!
I'm glad to hear they worked it out for you. Ontario bashing is almost a sport here, so little gets said when things do get corrected.
A few months ago I bought an Ontario RAT7 and the handles weren't exactly flush to the tang. I contacted Chestnut Ridge, and Tom was on the ready for exchange, refund, or anything else I wanted to do. I kept the knife knowing that Tom was in my corner, contacted Ontario myself, and although they told me it would probably take a couple of weeks to get out new scales, I had them in my hands in a week. Painless.
They told me if this didn't resolve the problem, they would tell Chestnut Ridge to take the knife back. Tom even offered to pay for return shipping and shipping for replacement if I wanted an exchange so I wouldn't have to wait on Ontario.
(Chestnut Ridge: :thumbup::thumbup::thumbup: )
The knife is better than expected in hard use, and since they made good right away, I was happy. I immediately ordered a another RAT 7 and RAT 5 from Tom.
BTW, In the last 18 months I have received unsatisfactory knives that had much more serious defects from Queen, Canal Street, and CASE.
While Ontario wanted to make the knife right, the others said to just send them back to the vendor and get my money back.
Looking at all the posts of folks that require customer service these days and how the manufacturers are going to the "no questions asked return" policy, I am thinking that we will see more and more of knives that we as consumers will be tasked with overseeing quality control. This is an issue that has been broached not only on other sites, but actually touched on lightly on the traditional subforum here.
I am not so sure that the "no questions asked return" policy is great customer service, but more to point the realization that all the knife makers are pumping out product as fast as they can get it out the door. They realize that not every knife is their best effort.
At any rate, it is good to see a post where things worked out well, no matter what the problem or the brand name involved.
I am glad you posted the update,
Iboschi.
Robert