You might remember I sent my pocketknife to them for a warranty repair. After considerably longer than the '6 weeks turnaround' I e-mailed and asked for status: 'We show your knife going through QC now, should be shipped back shortly.'
So, about two weeks later, I wrote again to ask for status, and today 'There's no record of it going to shipping, so we'll send you a new knife.'
Dammit, I'd wanted that knife repaired, and you lost it? Well, gee, thanks. Yeah, a replacement is fine, but you really shouldn't have lost that one.