About Kershaw's Exceptional, Warranty Department

R

roix06

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Jun 27, 2009
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Hi there,

I am new to this forum and this is my first post. I just wanted to tell you about the great customer service I received when I called Kershaw's Warranty department.

I bought a Kershaw 1660 LEEK (Plain one), on June 19th. After only 22 days (7/10) the Torsion Bar splintered. I took it back to the place of purchase on the 11th, hoping they had upped their supply and I could exchange it. They hadn't, so the Gunsmith said he would package it up and return it for me.

When I found out that Kershaw's warranty service takes four weeks I called them and a really nice person helped me out, I think her name was Cheryl. Anyway she was surprised at the short life of the Torsion Bar and apologized profusely. Now I am getting FIVE new Torsion Bars and a Kershaw T-tool!!! Thanks to Cheryl in the warranty dept., I won't be waiting 5 -6 weeks for a knife that I barely had for 3 weeks.

I have pics of the splintered Torsion Bar, if anyone is interested. However, I haven't tried to post pics on this forum yet, nor do I even know if I have that authorization. I just joined this forum and have yet to become a paying member.

Thanks for reading and your time. Take Care.

Roy
 
Welcome to the forums!

It is always good to hear about great customer service. Kershaw has earned their great CS reputation by providing service just like you described. This is a great place to learn everything you ever wanted to know, and not know, about knives. We are looking forward to your membership.
 
I was just about to post my own story about Kershaw customer service today. - - - I emailed them to ask about how to order some spare torsion bars a few days ago, of course I had expected to pay for them & the shipping cost. I didn't hear back, but was pleasantly surprised to find an envelope in the mailbox yesterday with several torsion bars inside. :) That's great customer service ! After receiving the parts, I immediately ordered two more Kershaw knives from a dealer. - - -
 
Roy, welcome to Bladeforums. :)

While you would have to be a paying member to upload pictures directly from your computer, you are welcome to use a free hosting service like Photobucket. Transfer your pics to them (it's easy -- even I can do it!) and then copy the URL with [ IMG ] tags and paste it in your post here.

Also, comments on dealers or other members go in our FEEDBACK forum also known as The Good, The Bad, The Ugly. I'll move this there.
 
Thanks to all for the welcome and, Esav Benyamin, I'll pay more attention to where I post in the future.

Regards

Roy
 
Yep.

I've only used it once, but the service dept was absolutely top notch!

So many companies could learn a thing or three from them.
 
I had a similar experience -- Cheryl handled my request perfectly, too. Thumbs up.

Handy little torx tool, huh?

;-)
 
I had the exact same experience as pointshoot.
Emailed inquiring about buying a new torsion bar for a Boa, A few days later an envelope with three new springs inside.
Top notch!
 
There must be an echo in here. I bought a whirlwind several years ago. I opened and closed it repeatedly for years. Finally the torsion bar gave up the ghost. I called them up and gave them my sad story about how I had had this knife only for about 7 years and had only opened it about 100,000,000 times and how the torsion bar had suddenly and unexpectely snapped. I inquired about sending the knife back, or about buying a new torsion bar. I was assured that one cannot simply BUY a new torsion bar from Kershaw. Nope, not gonna happen. However, they are more than happy to send them free of charge. They made a lifetime customer out of me.
 
Relayer said:
Yep.

I've only used it once, but the service dept was absolutely top notch!

So many companies could learn a thing or three from them.
Click to expand...

I love kershaw. I have never had to return a knife from them either. Your message means I will be buying many more.

I recently had a bad experience with SOG knives. They would not live up to their warrantee and even said that my defective knife had no problems, -they are sending it back to me right now -unfixed.

SOG has a lot to learn from kershaw.
 
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