Benchmade...... impeccable customer service

eafisher · Apr 30, 2013

Ok, here goes...... So I go to my first knife show a couple weeks ago. My mistake was I brought some of my favorite Knives. I approach a stand and show a guy my favorite knife, a camo/dlc para2 and this guy wants it,bad. He offers me a BM 581 (mind you I just 10min. Ago traded my Trans. Blue manix2 for a 580). This guy gives some crazy story why he needs it and I think to myself I can spread the love, I can get another para2, why not so I traded him. I ended up falling hard for my 580 and even harder for my 581 (better weight and feel,except I don't like assisted Knives after noticing with a good blade it'll open just as fast). The next day I decide to tighten up the blade play on the 581 and when I tightened a little too much, I backed off and the spring unraveled or something. So after owning this knife for two whole days I have to send back to Benchmade. I have always,always Drempt of a 940 it's my dream knife. So I tell customer Service if possible I'd like to switch for the 940. After customer service saying they don't swap I finally got a call today telling me that they are going to "make" me one and send it out to me tomorrow! I can't believe it! Am I dreaming?! your saying I will have one by the end of the week?!? I cant believe it! This has got to be the best customer service I have EVER delt with! Does anyone else have a Benchmade customer service story to share? I will be chasing the mailman come Friday

jkarp_53 · Apr 30, 2013

Good story and not far fetched at all. Benchmade's customer service is among the very best in the, well, any business.

eafisher · Apr 30, 2013

Ima post a pic of it when it comes

Shuzzaka · May 1, 2013

So you're saying that they are in fact trading out your 581 for a 940? That's amazing!

pbcg · May 1, 2013

Benchmade CS is outstanding. The few times I've dealt with them they went above and beyond to make sure I was happy.

They treat their customers well and you feel like they genuinely care, and want to help you.

That about sums it up. Benchmade CS is top notch!

WildBill3/75 · May 1, 2013

Benchmades customer service is great. I sent in my old hard used griptilian I've had since 2005 and they cleaned it up and replaced the damaged worn out 440c blade with a new 154cm one for $25...

What do you mean by "making you one?" If they are doing a 1 for 1 exchange for a completely different knife I'd say that your experience is not typical...especially when the woman I talked to over the phone considered exchanging a 440c blade....which was their old regular production blade material..for a 154cm blade...which is now their new regular production standard....a "steel upgrade" which in her words can't be done....luckily their warranty department doesn't have the same mentality as the female receptionist or they would of turned me off to buying more benchmade knives...now if I asked for an m4, m390, s30v blade....I'd consider that a "steel upgrade."

jkarp_53 · May 1, 2013

WildBill3/75 said:
Benchmades customer service is great. I sent in my old hard used griptilian I've had since 2005 and they cleaned it up and replaced the damaged worn out 440c blade with a new 154cm one for $25...

What do you mean by "making you one?" If they are doing a 1 for 1 exchange for a completely different knife I'd say that your experience is not typical...especially when the woman I talked to over the phone considered exchanging a 440c blade....which was their old regular production blade material..for a 154cm blade...which is now their new regular production standard....a "steel upgrade" which in her words can't be done....luckily their warranty department doesn't have the same mentality as the female receptionist or they would of turned me off to buying more benchmade knives...now if I asked for an m4, m390, s30v blade....I'd consider that a "steel upgrade."

It depends on which employee you talk to, some are easy others aren't. Complaints are rare but do happen; when we're invited to call and ask for support the response should be the same across. Now - when it comes to "making you one" they did that for me too. I owned a 672 'Optimizer' that failed spine whacking every time. I tried adjustments which didn't resolve the issue and sent it in for repair. After a few weeks of waiting it turned out they couldn't fix it either and offered a number of choices as a replacement, and I asked for and received a NIB 913D2. Since it was out of the production loop they had to pull one of the techs off the line and had him build the knife for me.

Now THAT's good customer service.

WildBill3/75 · May 1, 2013

jkarp_53 said:
It depends on which employee you talk to, some are easy others aren't. Complaints are rare but do happen; when we're invited to call and ask for support the response should be the same across. Now - when it comes to "making you one" they did that for me too. I owned a 672 'Optimizer' that failed spine whacking every time. I tried adjustments which didn't resolve the issue and sent it in for repair. After a few weeks of waiting it turned out they couldn't fix it either and offered a number of choices as a replacement, and I asked for and received a NIB 913D2. Since it was out of the production loop they had to pull one of the techs off the line and had him build the knife for me.

Now THAT's good customer service.

That is amazing customer service :thumbup:

eafisher · May 1, 2013

WildBill3/75 said:
Benchmades customer service is great. I sent in my old hard used griptilian I've had since 2005 and they cleaned it up and replaced the damaged worn out 440c blade with a new 154cm one for $25...

What do you mean by "making you one?" If they are doing a 1 for 1 exchange for a completely different knife I'd say that your experience is not typical...especially when the woman I talked to over the phone considered exchanging a 440c blade....which was their old regular production blade material..for a 154cm blade...which is now their new regular production standard....a "steel upgrade" which in her words can't be done....luckily their warranty department doesn't have the same mentality as the female receptionist or they would of turned me off to buying more benchmade knives...now if I asked for an m4, m390, s30v blade....I'd consider that a "steel upgrade."

When I said "make one" I meant that I sent a bnib 581 that had a broken spring, (owned for 2 days: I asked for a 940. Austin called me personally and said that they didn't have any in stock so he personally went and made me a 940 just so I didn't have to wait. That's top notch in my book!

jkarp_53 · May 2, 2013

Yes, well, but my story isn't unique. To swap out a newly purchased product on principle isn't something regularly done, but the fact that we received essentially trade-in's, isn't the norm in business. But then again, BKC is what it is and why it does so well in the market place.

Hairlesstwinkie · May 2, 2013

I believe you. Similar thing has happened to me. Fantastic CS.

eafisher · May 2, 2013

Here's a pic of the 940 I got yesterday....sent off a 581 and POOF! it came back a 940.....along with 3 others I got in the mail yesterday too

jkarp_53 · May 3, 2013

I like the "POOF" part of the response above; my process took a bit longer than that...