Benchmade Customer Service Epic Fail

Man, what a disappointing story. :(

I hope they make things right for ya, Brommeland.

Hearing stories like this make me not want to bother sending in my knives for servicing now.
 
This story is sounding better as it's written. Given the huge workload on the present schedule, it would be easy to make mistakes under the stress load. I myself would hold off sending anything myself given the clear and unusual mistake made with this poster's knife. Finding a blade replacement is a good thing and am sure, well hope, it comes back as expected; flawless and under full warranty forever would make me feel better even if it's not the original blade.
 
Brommeland said:
That she is - the very embodiment of Proverbs 31... A rare jewel indeed....
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Brommeland said:
Update: I got a call first thing this AM. BM found a plain edge M2 blade and sent me a UPS overnight label to ship the knife back to them for installation. While I would have preferred my original blade, it looks like they are trying to make things right. My attitude is improving.....I'll post again when the knife gets back here.
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Good for you on both accounts.
 
I wonder if they had to break any display glass to get to it.

Glad to hear what seems to be a satisfactory resolve.
 
Further update: Got a call this AM from BM's service manager. He is personally repairing my knife, along with a second AFCK that I sent back with the first one. He has assured me that he won't mess the blade up on this one:D I should have 'em both back here by Friday. I'll make a final post when this is over, but at this point it is looking like this story will end well.
 
Brommeland said:
Further update: Got a call this AM from BM's service manager. He is personally repairing my knife, along with a second AFCK that I sent back with the first one. He has assured me that he won't mess the blade up on this one:D I should have 'em both back here by Friday. I'll make a final post when this is over, but at this point it is looking like this story will end well.
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I wonder if benchmade will do what they did for you if there wasn't a thread about their customer service. anyway i'm glad that took care of it
 
I wouldn't be surprised if the blade they "found" they remade just for your knife. It seems that I remember a story back around 2008 of them doing something like that. They had no more blades for a specific knife so they made another one. I mean it's not like they throw away the plans to lasercut a new AFCK blade.

Benchmade is badass with what they have done for customers to make things right. ;)
 
David Lowry said:
Benchmade is badass with what they have done for customers to make things right. ;)
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Agreed David. I owned a 710HS gifted by a friend a couple of years ago that had a ton of wear on the blade. Sent it up for service and they found an extra blade somewhere. So when I got it back it was like new for a fraction of the original cost.

So while mistakes are made, their track record for repair/warranty and ability to make amends has been proven over time.

Brommeland; please let us know how they did when you get the knife back!
 
I'm glad to hear they are taking care of you. Even as messed up as it was screwing up your knife, things happen. Even with all of the bad press recently about the price increase, it's good to hear they still care about customers.

About two years ago I called to see if they could switch the blade on my 705 from combo edge to a plain edge. They said they had one and I could send it in. When it arrived they couldn't find the blade... I'm not going to say what they did, but suffice it to say it was very cool on their part :thumbup:
 
I wonder if benchmade will do what they did for you if there wasn't a thread about their customer service. anyway i'm glad that took care of it
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I'm Sure they would have taken care of him regardless! After all OP didn't mention anything about calling them prior to starting the thread. This was just his way of venting, witch he has right to do, they dropped the ball big time. Glad everything is going well in regards to making everything right!
 
Really the best possible outcome (beyond resolving things for the OP) would be for Benchmade to investigate how this happened, and take whatever measures are necessary to prevent such a thing from happening again. I can sort of excuse ruining a blade during sharpening as accidental -- if it weren't accompanied by specific instructions NOT to sharpen it in the first place; and replacing a plain-edged knife with a partially-serrated one is a particularly egregious "error".
 
Drum roll please: UPS had a package for me today! Both the original knife in question (800) and the 812 that I added in were serviced, and both were done very well indeed! The 800 is now sportin' a new 804 blade and the liner lock is perfect! The 812 has been sharpened, serviced and given a new liner lock as well.

The folks at BM not only picked up the tab for UPS Overnite shipping both ways, they also put two of their torx head pocket screwdriver sets in the box at no charge!!!

Needless to say, I have gone from epic pissed off to tickled pink. While I would have preferred the knife to be all original, stuff happens and they did all that could to make things right. Benchmade customer service has gone from epic fail to smashing success!
 
A day early even! Great news. Glad to hear this as BM is my very favorite knives.
 
Good news! At least they are making every effort to get it right.

Brommeland said:
Further update: Got a call this AM from BM's service manager. He is personally repairing my knife, along with a second AFCK that I sent back with the first one. He has assured me that he won't mess the blade up on this one:D I should have 'em both back here by Friday. I'll make a final post when this is over, but at this point it is looking like this story will end well.
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Excellent! A very happy ending indeed.... :thumbup:

Brommeland said:
Drum roll please: UPS had a package for me today! Both the original knife in question (800) and the 812 that I added in were serviced, and both were done very well indeed! The 800 is now sportin' a new 804 blade and the liner lock is perfect! The 812 has been sharpened, serviced and given a new liner lock as well.

The folks at BM not only picked up the tab for UPS Overnite shipping both ways, they also put two of their torx head pocket screwdriver sets in the box at no charge!!!

Needless to say, I have gone from epic pissed off to tickled pink. While I would have preferred the knife to be all original, stuff happens and they did all that could to make things right. Benchmade customer service has gone from epic fail to smashing success!
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Thanks for the update. It's as good an outcome as you could hope for given the start things got off to. One small suggestion - might be worth changing the thread title in the advanced edit mode to something like "Epic Customer Service Fail & Awesome Recovery"? :)

Brommeland said:
Drum roll please: UPS had a package for me today! Both the original knife in question (800) and the 812 that I added in were serviced, and both were done very well indeed! The 800 is now sportin' a new 804 blade and the liner lock is perfect! The 812 has been sharpened, serviced and given a new liner lock as well.

The folks at BM not only picked up the tab for UPS Overnite shipping both ways, they also put two of their torx head pocket screwdriver sets in the box at no charge!!!

Needless to say, I have gone from epic pissed off to tickled pink. While I would have preferred the knife to be all original, stuff happens and they did all that could to make things right. Benchmade customer service has gone from epic fail to smashing success!
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