As you all know (or maybe don’t ) I am new to the WE system. I have sharpened several knives, I rotate the stones and I try to be careful and not abuse them. Have any of you experienced the diamond layer flaking off? It is only happening to one of the 800 grit plates. I only use 70% isopropyl alcohol and a soft toothbrush for cleaning.
Call customer support, I expect they will remedy the issue for you. I have not seen this but have had issues with stone quality control and WE has taken care of the problem.
Call WE or email them. Their support is very good.
I must say, the WE Customer Service is the best I have had the pleasure to deal with. I contacted Kyle this afternoon via email. I got a reply within one hour! Wicked Edge team, you are tops!
WE support is the best of any company I’ve ever done business with. They will take care of you. Most excellent!
Just a quick update (thank you for the reminder MarcH). The morning of 9/20/19 I got another email from Kyle letting me know the new stones were included in my order from the previous day. Long story short, four days after initial contact with customer service I received the new stones. Excellent service, as always.
If Clay or anyone else reading this - you should try to ensure that your legendary customer service is upheld by your authorised dealers.
I got a set set of ceramic stones 1200/1600 in the U.K. recently from Knivesandtools.com and they arrived totally broken (1200 side cracked to bits). Took them a few days to respond to email, then insisted I send back to them before sending back replacements. Once my broken ones arrived in Netherlands they took a few days to dispatch new. All in it was 2 weeks to receive replacement (and post in Europe is generally very very fast).
When customer service is top notch, people don’t mind paying oodles of $$$ for the system. I wouldn’t have, nor would I recommend it if they were finicky about keeping customers satisfied AFTER the sale. I am sure the amount of “loss” Clay has assumed with going into this business with things not working right and breaking down is accounted for in the profit margin. Just good business.