Off Topic Benchmade customer service

[Astarellen]

For the past 10 years I've always proudly recommended Benchmade for it's quality knives and great customer service. Being an Oregonian myself, it's been a point of pride to support a local business in any way I can. However, I have to admit my recommendations of them moving forward will not be so glowing.

This started when I received my new Mini Bugout (533) from them the other day. This makes my 3rd Bugout, I love how lightweight they are. I ordered the Orange version for the sole reason of wanting the Satin natural metal blade; I have owned black coated blades from them before and don't like how they attract stains and other things that stick on and won't come off unless you use steel wool or a razor blade. So I called them up and asked if I could buy the black scales that come on the black bladed version. They told me I couldn't, which is understandable, and recommended I switch out scales with someone else that owns a mini as well and wants a different color (maybe a Beaver fan!). I couldn't find anyone so instead went the custom route and found some awesome carbon fiber scales from Rogue Bladeworks (also an Oregon based company, I believe).

Well, long story short, I was too impatient and stripped just one of the screws taking off the orange scales. I could still get it off the knife, I just couldn't get the standoff off the screw and scale. So now I have a missing orange standoff on my otherwise perfect knife. I called up Benchmade again and asked if I could buy just one of the orange standoffs (they could've charged me $30 for this tiny piece of metal and I would've paid it!). Instead they said [in no uncertain terms] that they could and would not do this as it is an "internal" part of the knife. I would agree if I was asking for the axis mechanism or something, but really, this is just a threaded piece of metal that is hard to find elsewhere. It's equally simple to switch out, and wouldn't fundamentally alter any workings of the knife. I can understand their reasoning, partially for warranty reasons and partially because they don't want people going around selling knife parts, but this leaves me in a rather unfortunate situation. Does anyone know of where you can buy one or a set of two of the small orange standoffs? I have looked online and haven't been able to find them anywhere (maybe there's some sort of patent on the design of it--it has a flat part and isn't perfectly circular where it goes into the scale).

Either way, this is one instance out of many positive ones where I wasn't very happy with Benchmade. Will I still purchase their knives? Of course. But maybe I'll start looking into other companies that can provide replacement parts upon request.

 

[RHPICAYUNE]

For the past 10 years I've always proudly recommended Benchmade for it's quality knives and great customer service. Being an Oregonian myself, it's been a point of pride to support a local business in any way I can. However, I have to admit my recommendations of them moving forward will not be so glowing.

This started when I received my new Mini Bugout (533) from them the other day. This makes my 3rd Bugout, I love how lightweight they are. I ordered the Orange version for the sole reason of wanting the Satin natural metal blade; I have owned black coated blades from them before and don't like how they attract stains and other things that stick on and won't come off unless you use steel wool or a razor blade. So I called them up and asked if I could buy the black scales that come on the black bladed version. They told me I couldn't, which is understandable, and recommended I switch out scales with someone else that owns a mini as well and wants a different color (maybe a Beaver fan!). I couldn't find anyone so instead went the custom route and found some awesome carbon fiber scales from Rogue Bladeworks (also an Oregon based company, I believe).

Well, long story short, I was too impatient and stripped just one of the screws taking off the orange scales. I could still get it off the knife, I just couldn't get the standoff off the screw and scale. So now I have a missing orange standoff on my otherwise perfect knife. I called up Benchmade again and asked if I could buy just one of the orange standoffs (they could've charged me $30 for this tiny piece of metal and I would've paid it!). Instead they said [in no uncertain terms] that they could and would not do this as it is an "internal" part of the knife. I would agree if I was asking for the axis mechanism or something, but really, this is just a threaded piece of metal that is hard to find elsewhere. It's equally simple to switch out, and wouldn't fundamentally alter any workings of the knife. I can understand their reasoning, partially for warranty reasons and partially because they don't want people going around selling knife parts, but this leaves me in a rather unfortunate situation. Does anyone know of where you can buy one or a set of two of the small orange standoffs? I have looked online and haven't been able to find them anywhere (maybe there's some sort of patent on the design of it--it has a flat part and isn't perfectly circular where it goes into the scale).

Either way, this is one instance out of many positive ones where I wasn't very happy with Benchmade. Will I still purchase their knives? Of course. But maybe I'll start looking into other companies that can provide replacement parts upon request.

I guess Benchmade would rather you just buy a whole new knife from them....

 

[Silent H]

I can understand their reasoning, partially for warranty reasons and partially because they don't want people going around selling knife parts, but this leaves me in a rather unfortunate situation.

I have to admit my recommendations of them moving forward will not be so glowing.

So you understand their reasoning for not sending the part, but you're not going to recommend them because they inconvenienced you after you broke your knife? OK.

Ya know, if you never posted this story and asked them to fix your knife under warranty, they probably would have reassembled it and fixed it for $20 plus parts... Like it says in their warranty... Instead you're angry at them for not violating a longstanding company policy for your convenience.

 

[Astarellen]

So you understand their reasoning for not sending the part, but you're not going to recommend them because they inconvenienced you after you broke your knife? OK.

Ya know, if you never posted this story and asked them to fix your knife under warranty, they probably would have reassembled it and fixed it for $20 plus parts... Like it says in their warranty... Instead you're angry at them for not violating a longstanding company policy for your convenience.

Not at all. If I had truly broken the knife as you say I would have sent it back. However, all I did was strip one screw on the old scales. The new improved carbon fiber scales I have on it now don't really need another standoff because they are so durable, but I'll admit it would be nice.
I don't think you truly read my post. They won't fix a knife that had aftermarket scales on it, and besides, this would be going against their 'longstanding company policies' in the first place as as soon as you touch one of the screws you are voiding their warranty.

Finally, the reason I posted this is because there was a similar expierence posted here and the op actually was reached out to by Benchmade after it was posted with the replacement standoffs. Pretty interesting. I'm still a fan of the company, just don't quite see why they can send out pocket clips and other screwed replacement parts but not a simple metal standoff. Both are equally easy to replace.

 

[BMCGear]

Not at all. If I had truly broken the knife as you say I would have sent it back. However, all I did was strip one screw on the old scales. The new improved carbon fiber scales I have on it now don't really need another standoff because they are so durable, but I'll admit it would be nice.
I don't think you truly read my post. They won't fix a knife that had aftermarket scales on it, and besides, this would be going against their 'longstanding company policies' in the first place as as soon as you touch one of the screws you are voiding their warranty.

Finally, the reason I posted this is because there was a similar expierence posted here and the op actually was reached out to by Benchmade after it was posted with the replacement standoffs. Pretty interesting. I'm still a fan of the company, just don't quite see why they can send out pocket clips and other screwed replacement parts but not a simple metal standoff. Both are equally easy to replace.

"Both are equally easy to replace for me."

I'm all for calling a spade a spade. While I like Benchmade I'm not a fanboy. But their policy is very lenient compared to others in the same tier as them. Benchmade will typically honor their warranty unless you really do something to screw the knife up. With that being said some people should not take apart their knives. I agree that a stand off is easy to replace for me as well but for others it isn't. Policies are usually in place for a reason - McDonald's has to place a caution label on coffee due to a lawsuit so imagine what BM faces.

 

[Cowboyfromhell666]

Send the knife back and have them fix it. No biggie unless its your only knife. If it is your only knife, now you have good excuse to buy a second or back up knife.

 

[Pilot1]

Put the original scales back on the knife, send it in and let them fix it. When you get it back, switch out the scales with the custom ones but be more careful this time.

 

[Astarellen]

Send the knife back and have them fix it. No biggie unless its your only knife. If it is your only knife, now you have good excuse to buy a second or back up knife.

I'm not entirely sure whether they would in it's current condition, but even still, I would find it pretty silly to send a knife away for a week or two just to receive one part that takes literally 1 minute to switch in. I think I'll just switch it out from another bugout as they are cross compatible. I have many knifes, but this is quickly becoming my new favorite. Thanks for the advice, though.

 

[kreole]

This almost is a "leopards ate my face" situation. You supported a company with a bad warranty and now are upset their bad warranty came back to bite you.

I don't agree with Benchmade's or any other company's stance not to provide parts if they have them on hand, nor to not warranty a knife because it's been disassembled. However, if you're a 10+ year Benchmade fan who recommends them to others, you should know their warranty and so IMO really don't have a leg to stand on to complain when it bites you. They have the terms written on their website clearly and not hidden away. Your arguments to other people in this thread have boiled down to your opinion of what they should provide differ than their own and what is written in their warranty, so you're upset. You can be upset, but I don't think you have the space to complain they won't provide the part for the reason above. Put another way, it's fair to be unhappy with their warranty but not that they won't fix your problem that goes against their warranty that they are up-front about.

It's good your future recommendations will be based on the experience though . Maybe if enough people move to that opinion things will start to change with companies' warranties to provide more parts and overall more support for user-servicing. I have to agree with others, however, that Benchmade is by far not the worst when it comes to what they fix by warranty.

 

[Astarellen]

This almost is a "leopards ate my face" situation. You supported a company with a bad warranty and now are upset their bad warranty came back to bite you.

I don't agree with Benchmade's or any other company's stance not to provide parts if they have them on hand, nor to not warranty a knife because it's been disassembled. However, if you're a 10+ year Benchmade fan who recommends them to others, you should know their warranty and so IMO really don't have a leg to stand on to complain when it bites you. They have the terms written on their website clearly and not hidden away. Your arguments to other people in this thread have boiled down to your opinion of what they should provide differ than their own and what is written in their warranty, so you're upset. You can be upset, but I don't think you have the space to complain they won't provide the part for the reason above. Put another way, it's fair to be unhappy with their warranty but not that they won't fix your problem that goes against their warranty that they are up-front about.

It's good your future recommendations will be based on the experience though . Maybe if enough people move to that opinion things will start to change with companies' warranties to provide more parts and overall more support for user-servicing. I have to agree with others, however, that Benchmade is by far not the worst when it comes to what they fix by warranty.

In truth, this was my first venture into custom scales or really any customization of the knife (beyond sharpening, that is). My main point here (which wasn't made very clear) is that they will provide things like clips, clip screws, and handle screws. To me, this already is seeming to indicate they understand their customers will customize their products, or tighten/loosen screws and/or loose them, etc. If they will provide these parts (for free even!) then why wouldn't they also provide standoffs? It seems to me if the customer's request was reasonable (as I believe mine is), they should be able to send out other such parts.

You're right though, I'm not that surprised; I've never dealt with BM warranty or any other servicing as I've been able to do anything myself over the years, but I have heard the occasional story here or there. Of course this is my opinion on the matter, I'm not in any way suggesting Benchmade is going against policy, merely stating that me (and many others that I've seen) would like changes made to their policy in the interest of better customer satisfaction. Will it fall upon deaf ears? Probably. But at least it will make me feel better

 

[Centermass]

Just a thought, and maybe completely off base, but screws and clips are fairly more “universal” across Benchmade models than standoffs, which are more particular to certain models. Standoffs, as a singular part, might be more costly to manufacture and keep on hand just to have extras to throw to customers who want replacements or extras, than those more “universal” parts like screws, which probably get made in much larger numbers since they can be used across the brand.

 

[sv4]

From my previous dealings with Benchmade, as an international customer, their service representatives have confirmed to me that they are happy to provide us with replacement pocket clips, clip screws, body screws and male pivot screws (not female ones), to a maximum of 10 parts per year. Definitely not internal parts, those would require the knife to be sent in. I was told that this has been Benchmade's standing policy for many many years.

 

[toker]

If you're not using Wiha or a quality screwdriver, its just a matter of time before something gets stripped.

 

[Astarellen]

From my previous dealings with Benchmade, as an international customer, their service representatives have confirmed to me that they are happy to provide us with replacement pocket clips, clip screws, body screws and male pivot screws (not female ones), to a maximum of 10 parts per year. Definitely not internal parts, those would require the knife to be sent in. I was told that this has been Benchmade's standing policy for many many years.

I never said I didn't get this. Although I am puzzled at the use of a handle (body) screw replacement. The only time I could see these needing replacement is if you stripped them or somehow damaged them, which would really only happen if you took the knife apart. Standoffs are just as easy to replace as body screws, so I consider them in the same family.

 

[Centermass]

But 2-56 pitch, or whatever size, machine screws are used across models in the brand... by numerous other knife brands... aaaaand in a bazillion other manufactured products on the planet. Therefore, they are plentiful and likely dirt cheap for a manufacturer to keep on hand and not bat an eye about giving them away to customers when they want them. Anodized aluminum barrel spacers specific to one particular model of Benchmade knife, however, are probably a different story.

 

[Astarellen]

But 2-56 pitch, or whatever size, machine screws are used across models in the brand... by numerous other knife brands... aaaaand in a bazillion other manufactured products on the planet. Therefore, they are plentiful and likely dirt cheap for a manufacturer to keep on hand and not bat an eye about giving them away to customers when they want them. Anodized aluminum barrel spacers specific to one particular model of Benchmade knife, however, are probably a different story.

As I mentioned originally, cost isn't an issue. If they wanted to charge whatever it would cost for materials, labor, and the labor of simply grabbing a piece of metal from a tray of hundreds I would gladly do so. My complaint mainly boils down to their lack of willingness to help out a customer at all, not so much their policy.

 

[zyhano]

I have had a similar issue with a screw, which was said to be an 'internal part'. Lol, do not make this about 'company policy' and that we haven't read it, that is just hiding behind bullshit. You should be able to expect them to send a replacement screw (I'd pay) when it falls out, without sending in the knife.

 

[Centermass]

I’m not making anything about anything, but I think it’s generally silly to be butthurt over “expecting” a company, ANY company, to send replacement parts out just because one thinks they should. I mean, it’s easy when it’s not your overhead or inventory control. Especially parts which the customer already admitted to ruining themselves, prompting the request in the first place. That is NOT a manufacturer warranty issue, but they’ll still probably fix it. And why wouldn’t they want to fix it in house to make sure the part is installed properly, as opposed to hoping he doesn’t screw up the next new part they send out? It’s well within their prerogative, in my opinion.

In all my years of collecting Benchmades, I’ve never had them deny sending me replacement scale screws, clip screws, or clips out to me, but if they ever told me I had to send my knife in to repair an “internal part” as they define it, that’s a decision I’d have to make at that time. Maybe it’d be worth it to me, maybe not. But it’s definitely not an emergency or even a dealbreaker necessarily. It’s certainly not the most convenient, but there’s no guarantee of my utmost convenience in their policy.

In my experience, and as previously said, their warranty and customer service is, at the very least on par with, but generally better than and much more lenient than many other manufacturers.

Hell, Kershaw made me send a $36 knife in to them years ago to replace a scale screw. It was either send it to them, or pound sand. I don’t recall flaming them over it, it just was what it was.

 

[Sharp & Fiery]

Question...did you strip the screw head? So it is still stuck in the standoff? Or did you strip the screw threads?

 

[c7m2p3]

You could try and ask them to send the knife in despite its current condition and see what they will do. Sometimes if you cant get a knife back together when taking it apart a company will handle that and take care of any stripped screws for a fee. Other than that, yeah I think this is pretty nit picky. I get that they dont want to send out "internal" parts to people so that you arent getting people essentially building entire knives by abusing the parts warranty but a standoff is not anymore "internal" than a pivot screw and they give those out just fine.