Benchmade - replaced, not sharpened

M

Mike7

Joined
Sep 26, 2003
Messages
19
A few weeks ago, I decided to send my Benchmade mini-AFCK to Benchmade, for sharpening and a general tune-up, as is covered by the Lifesharp warranty.

I don't recall precisely what model number knife this was, but it was one of the first of the mini-AFCKs. I purchased it, oh, maybe 8 or 9 years ago, give or take a little.

Today, a package arrived (UPS) from Benchmade. It seems that instead of sprucing up my old mini-AFCK, they replaced it with a new mini-AFCK (model 812).

The new mini-AFCK isn't identical to the original model I owned. The blade is slightly different (ATS-34 for old, 154CM on new), and the opening hole is now oval - on my old knife, it was round. And, of course, it just feels different in my hand - in the way that a knife you've used for years feels different in your hand from a brand new knife, you know?

Now, I'm not saying the new version isn't as good. It's probably just as good, and for all I know it may even be a little better. And certainly, sending in a used knife and getting a brand new knife in return isn't a bad thing, usually.

But am I out of line for thinking that Benchmade should have at least contacted me, and asked if I minded giving up my knife, in exchange for a new one? They had my phone number, mailing address, and email address, so it's not like it would've been difficult for them to have reached me. Nor was my old knife in bad shape - it showed signs of wear, sure, but it wasn't falling apart or anything.

The "Warranty - Repairs Work Orders" paper that accompanied the new knife reads "Situation #21940."

I called Benchmade, spoke with a customer service person, expressed my surprise at receiving the new knife, and asked exactly why my old knife wasn't returned to me. She didn't know, but said she'd look it up and get back to me. That was earlier today, so I figure she deserves at least until tomorrow to call me back with an answer.

Again, I'm not knocking Benchmade, exactly. But I kind of had an emotional attachment to that old mini-AFCK, and would have liked to have at least received an email saying, "We can't sharpen and tune your knife for the following reasons... May we send you a new style mini-AFCK, in its place?" The way they handled this matter seems... well, it seems sort of highhanded, you know?

Am I being totally unreasonable?
 
Odd situation.
I would be incredibly pissed at their excellent customrer service were I you.:eek:
Seriously though, I would try very hard to get the old one back, because they just don't make them like they used too.:)
 
No, you are not being unreasonable. They should have contacted you first.
 
Maybe they are obliged to send oval hole models out now since they can no longer license the round hole from Spyderco? Just a guess.
 
Originally posted by Harry Callahan
Maybe they are obliged to send oval hole models out now since they can no longer license the round hole from Spyderco? Just a guess.
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As long as the knife with the round hole was made when BM had the license, there's no legal reason to take it out of circulation. Chances are when you sent the knife in, BM decided that that there was enough issues with the old one to warrant a claim (like maybe they found a defect) and sent you a new one as replacement.
 
I would also have prefered to be contacted. I had a similar experience a few weeks ago when I ordered a BM 42SS and received a BM 42S. When I called they said they thought I would be happy since the 42S was more expensive. :rolleyes: The truth is they had no clue what the difference was and were trying to railroad me. I did a little 'explaining' about Benchmade's nomenclature and now have my money back. Bottom line though, if the company decides to do anything but what you asked, they should contact you.
 
I just sent my 42 in for lifesharp service, I hope it comes back ok. I think maybe they feel if there is too much work involved in "cleaning" up the knife they just replace it.
 
I can understand where you're coming from with a knife you've grown used to.

BUT.....

After what I just went through to get service on a NEW knife from a manufacturer, I say Benchmade gets two thumbs up from me. Having been in warranty repair for over a decade now, perhaps I can elaborate (though I certainly cannot speak for Benchmade.) Often, when a customer sends in a warranty issue to me, if there have been parts upgrades, I go ahead and install them then and there, especially with parts that have a known high failure rate that the upgrade addresses. This is for two reasons. First, it saves the company shipping expenses sending it back if the part fails and it comes back for repair. Second, it saves the customer shipping costs, plus being out of his equipment for the downtime during repair, plus his aggravation---"I just sent that thing in for repair two weeks ago and now it's broken again!!" I always figure, if a job is worth doing, it's worth doing right. Many times, if a company has to replace XX number of parts, it might be better for them to replace the thing as a whole. They figure, they save on labor costs (because warranty repair usually costs more labor-wise than production labor does) and the customer gets a new product and they figure it's a win-winb and everyone is happy. A good warranty department is also good advertising. "Wow! I sent it in for repair and I got back a NEW one!" As opposed to, "Gee, I sent it in for repair and they didn't even replace the frayed cord when they had it there and they returned it dirty in a dirty box..."

They should have called you first, though, I agree. But I still think their service is pretty top-notch considering everything.
 
This is a bit of an odd situation. I guess BM assumed you would be happy getting a new knife and that normally the customer would be very happy about this. But I can understand that some things have sentimental value. I think you should call BM asap since the longer you wait the lower the chance they'll find your knife
 
Your old model was an 812(round hole/ATS-34), the new one is a 814(oval hole/154CM).
They sent me a NIB 814 when I sent in my old 812, too.
My 812 was over six years old. The tip was rounded and blunted, and the clip had been ripped off in a car wreck. I sent it in to have the lock checked, as it had gotten to where I could force it closed with both hands. Basically, the knife was trashed.
I was surprised to get the new knife, and think that it was a supreme example of Customer Service that goes above and beyond expectations to make a customer happy.
But, the new knife wasn't the same. Matter of fact, I sold it, because it didn't "feel right".
I don't see much room for complaint with that kind of service, but I know exactly where you're coming from.
Hope they still have your old knife, and will send it to you...
 
That would bother me as well, BUT, do they have fine print with their warranty? They may say right in there "If your knife is beyond repair (or whatever), we will replace it with the same model, or the closest model to it that is currently available." meaning you agree to that when you send it in. Does anyone have their life sharp warranty info? Do they make a statement like that in the fine print? :)

They put stuff like there so they don't spend all day calling everyone saying "We got your knife, it's FUBAR, can we replace it with a new one?" as that would costs a lot more money for them and they may not be able to offer a life time warranty, or they'd have to charge more for their product.
 
Here's what I don't get
(And I'm such a sentimental that I would shoot up BM for that)
What the hell are they doing with your old one?
Are they going to re-sell it?
Why didn't they just send that back, too?
Sheesh. I don't think I'll be getting any knives from them soon! Not like I'd betray Gerber..
 
The other side of the coin:

I just got my Kershaw Boa back. I had sent it in with uneven grind lines and a liner lock that just didn't work. What i got back was a ok grind job and a replaced liner lock that STILL didn't work. It's as weak as a slip joint basically.
I wish they just replaced it, because it's causing me so much frustration.

I'm sure they'll make it right though. It's just going to cost us both more time and money.

Good luck getting your old one back !
 
For what I read in this forums, if you send a knife for a tune up to the factory and you don't want it to be replaced, you have to add a note saying that it has sentimental value, telling them explicitly that you don't want a new knife.

I think they should have contacted you first, but sending a note isn't much of an inconvinience for next time :)

It was cheaper for them to give you a new one than taking care of the old one. Your old knife is probably trashed by now :(

NsB
 
I agree with what several of you have said - replacing an old knife with a brand new one does show that Benchmade goes above and beyond for its customers. No argument. I just thought they might have run the idea past me first, before deciding to do the replacement thing.

Anyway, this new knife has a really, really stiff liner lock. I mean, my thumb is adequately masculine and muscular, I assure you. But pushing this thing out of the way so that I can close the blade is no easy feat.

Is this something that will ease up in short order? Is there some secret lubrication trick that'll fix it? Some screw that I should loosen 1/8 turn to make the problem go away?

I suppose I could send it to Benchmade, explaining the overly stiff liner lock situation. But rather than adjusting this knife, they'd probably just send me a replacement knife of more or less similar type. :)
 
It´s not the first time i hear, that BM replaces knifes instead of tuning. But that was one of the reasons i trusted in that company. It´s a fact that the manufacture has more a look on the knife as a mass product, not as a personal thing.

I understand the emotional trouble, but agree, that BM did a great thing to give back a new knife. You considered warranty, and in warranty cases BM reserves the right to replace instead of repair knifes.

They should have told you, what they are going to do, but if they would do this all time, we all would sit and wait much longer for repair things.

But your story is a good example for me, why i am not giving away my first knifes even though they should get some tunings.

:)
 
I also think they should have contacted you first.

It´s like a nice surprise some Rolex collectors get if the send in any of their rare old "Red subs" to the company.

Obviously there is always someone in an organization that doesn´t understand to ask the customer what his/her needs are and act accordingly.

/Colinz
 
I understand your position, and it does have merit. But it's difficult to fault BM's CS when they probably thought they were doing you a big favor. I don't think any company stands behind their knives better than BM. Hell, I'd just sell the new one and buy one of the older mods (they pop up regularly), and have change leftover.:D
 
Originally posted by Blop
You considered warranty, and in warranty cases BM reserves the right to replace instead of repair knifes.
Click to expand...
Amazing how people always neglect to read the small prints. From the warranty paper that is sold with every new BM knife, and from their website:
Benchmade Knife Company, Inc. warrants to the original owner that the knife will be free from defects in materials and workmanship. Benchmade will without charge, repair or replace at our (Benchmade's) option, any knife returned for Warranty work and found to be defective by Benchmade. The knife must be shipped by owner, prepaid and insured, together with a description of the problem and must be accompanied by the original bill of sale, your charge or credit receipt or any satisfactory proof of the original date of purchase.
Click to expand...
 
This came up before in the Spyderco forum.

Perhaps they should have notified you as to their intentions, but they probably have very good reasons as to why they replaced the knife. I sent one in to spyderco and they said the lock was no longer safe, I picked out something else (since that model was discontinued).
 
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