Benchmade 1 week old and broke, hows customer service?`

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maxndale

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Hello all,

Well purchased my first Benchmade a 5000 Auto Presidio, have had it one week and the Axis lock will not move up to keep the blade fully closed. The tip of the blade sticks out about a 1/4 inch. Was working just fine, then this started. The sheath tab also tore off on the first 1/2 dozen unsnappings.

How is Benchmade customer service, I am going to send it in tommorrow. So far not impressed with my first Benchmade.
 
Make sure you send it Fedx or UPS. I've sent 3 knives into Benchmade and the turnaround was pretty good. The service however was mediocre at best. On my wife's pink mini-BM griptilian a piece of the handle just chipped off. They sent me a note that next time their would be a charge, so much for a lifetime warranty. She barely used the knife.

I sent another Griptilian in for their Lifesharp service which was a huge disappointment to say the least. It was at that point in my life I realized I could sharpen knives better than the manufacture, free hand.

On my last BM-Hk I sent in because I am left handed and one of holes was not tapped right. It ended up getting lost somewhere between the post office and Benchmade. The post office was of no help even though I had it insured, which is a joke, and I hope you never have to go through that nightmare. To BM credit they did send me a new knife.

In summation, I understand your frustration and loss of confidence in the knife however, I would not worry about anything. I do like their knives mainly because I am a lefty and like the Axis lock. They will make it right and it usually doesn't take too long.

Benchmade is the only company I have a love-hate relationship with. Since my last adventure I have not bought any Benchmade knives, that was 3 years ago or so.
 
One caveat re returning an auto BM to them. If you are not a LEO or military user, you must get a BM dealer to return it for you. While auto sales may be legal in your state, crossing state lines may not be. I hope this catches your return before you send it off - get your dealer to return it for you. Their CS is first rate. The 'omega spring' in the AXIS lock can break, perhaps your fault. I have a bucket of BM's with the AXIS lock - some high mileage - and never a problem. Good luck!

Stainz
 
Could you provide a little more detail...

Was this problem evident from the very beginning or did it develop?
Can you visually confirm that both omega springs are intact?
Have you adjusted the pivot torx screw in any way?
Push the blade in and force the axis lock upward so that it retains. When you let go of the Axis lock does it come back out 1/4"?
 
It was working just fine. I was opening and closing it yesterday and poked my hand with the blade that was sticking out. It opens fine. The axis lock will not go all the way back up when closed, alowing the knife to open slightly. You can with some minipulation push the axis back up but its not easy. As far as the springs I have no idea what I am looking for. The only thing I have done to the knife is take it out carry it one day, and open and close it trying to break it in a little. I guessing it broke somewhere on the 50th / 100th open and closing.

Thanks for the replies, just very frusterating to spend the most on a knife I have ever have, and have this happen.
 
I sent one knife in last year, BM 710 to center the blade and not make it hit the inside of the back plate. I asked them if they could put barrel spacers instead of the solid back piece and they did all that for free and I had it back within 2 weeks. Just make sure you call them first.
 
maxndale said:
It was working just fine. I was opening and closing it yesterday and poked my hand with the blade that was sticking out. It opens fine. The axis lock will not go all the way back up when closed, alowing the knife to open slightly. You can with some minipulation push the axis back up but its not easy. As far as the springs I have no idea what I am looking for. The only thing I have done to the knife is take it out carry it one day, and open and close it trying to break it in a little. I guessing it broke somewhere on the 50th / 100th open and closing.

Thanks for the replies, just very frusterating to spend the most on a knife I have ever have, and have this happen.
Click to expand...

This may be easy to fix. The Axis Lock is pretty simple--basically just a metal bar, under spring tension, that slides up and down within a groove in the handle. So are you saying that when you close the blade, and try to help the Axis bar up into the slot, it's difficult to move it up? It's very important that you keep your hands off the blade when trying this.

In other words:

1) Close the blade. It's sticking out 1/4" now, right?

2) Without touching the blade, slide the Axis bar up to the top of the slot.

This should force the blade closed the rest of the way closed...does it? When you stop pushing the bar up, does it stay up or come back down?
 
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Hey Brian,

Thanks for the info, assistance but I just sent it out in the mail today. I figured I might as well have it etched also for my son whos in the Army. So Im getting his unit logo and name on the other side and will ship it to him when it comes back. Thanks again, sorry I didn't get this first.

Dale
 
maxndale said:
Hey Brian,

Thanks for the info, assistance but I just sent it out in the mail today. I figured I might as well have it etched also for my son whos in the Army. So Im getting his unit logo and name on the other side and will ship it to him when it comes back. Thanks again, sorry I didn't get this first.

Dale
Click to expand...

Hopefully you read Benchmade's warranty service as regards automatic knives before you sent it:

Note: Any automatic knife returned for Warranty or LifeSharp service from outside of Oregon must also include either a signed copy of the "Auto Knife Opening Acknowledgement Form", your web account username if you have already accepted the AKO Acknowledgement, or be returned through an authorized Benchmade dealer. No exceptions will be made.
 
Yeap all covered. Filled out the paper form, and have already been prior approved for autos by benchmade. So hopefully covered.
 
BM customer service was great for me. sent in my mini grip for a spring replacement and they sharpened it, replaced the pocket clip, replaced the springs, and cleaned/lubed it inside and out. and i had dis assembled the knife too, voiding the warranty, but i think they over looked that, because they did this free of charge.
 
If BM can't fix it for you I know a guy on JD who works with these knives all the time and does custom work... I think he has all the parts to rebuild a 5000 pretty much from the ground up.
 
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Fifteen years ago I would have said their service was great and they really care if you are happy. Today - Not so much. Just my experience, hope yours is better.
 
TUF said:
Fifteen years ago I would have said their service was great and they really care if you are happy. Today - Not so much. Just my experience, hope yours is better.
Click to expand...

Did you not read the two posts directly above yours?
 
I just recieved my Benchmade M390 710 back from Benchmade today.

Couldn't be happier:). Yesterday I was going to call them to see if the knife arrived, and how long till I should expect it back, but for some reason I didn't call. Just about a half hour ago the UPS guy shows up, but I wasn't expecting a package. I look at the address and it said Beaver Creek Oregon. Holy crap that was fast:eek:.

Anyway here is what they did. Fixed the factory edge, replaced the plastic backspacer with silver barrel spacers. Included not only a silver clip which I asked for, but they threw in an extra black one as well. Now I have 3:thumbup:.

Benchmade is Awesome, I am very happy and will continue to carry and own Benchmades..
 
This is an old thread from last May. Now it's been resurrected a bunch of people won't read the date and won't read far enough to see the problem was solved, and will post advice for the original poster....

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