Benchmade - replaced, not sharpened

I sent in my 812 for a liner problem. Detent had sheared off and the lock tension wasn't right. Couldn't be sweet-spotted for ease of opening, correct lock-up andd no blade play. I got a new liner and that was it. Granted, this was before the model change. It had seen very little use.

Matching a new locking liner to an existing blade with some minimal wear, would seem to be a difficult task and I expected them to ship me a new one. But they took the trouble to replace the liner.

There may be yet another reason why some are repaired instead of replaced. I think they were interested enough in my defective liner that it was worth it to them to investigate the liner to prevent such liners from exiting the factory again.

Phil
 
I had a different , but pleasant esperience with Benchmade. I have a 941D2CF whose blade was badly damaged. I sent it in with a note asking to be contacted about repair costs. Angie from Benchmade service contacted me and asked if I wanted the blade re-ground to preserve teh limited edition number on the blade, or to have the blade replaced. I said to replace the blade and let me know what it cost and I'd give her a credit card number. Two days later my knife came back with a new, non numbered blade on it at no charge! In my mind this knife shouldn't have been a warranty repair as the damage was certainly from abuse. I know it was the same knif eI sent in as there were a few scratches on the clip, so in my case at least they took the time to service the knife and went above and beyond what was expected.

I think Benchmade customer service rocks.

jmx
 
Mike7,

I think Benchmade, even though it may well have been based on good intentions......should have asked you first. I mean, what if that knife had special meaning to you. For all BM knew it could have been given to you as a gift for a special accomplishment or from someone special to you. I have possessions that have special meaning even though they may not be as good as a new and improved version and I would hate to see them replaced because they cannot.

They should always ask first before replacing IMHO.

Mike
 
They probably don't expect knives with high sentimental value to be users, or to have such pieces be repaired/restored. I'm sure BM feels the change from 812 to 814 was an improvement.
 
1. I know exactly how you feel about the sentimental knife factor.
Be sure to specify your attraction to the particular knife before sending it in for service. Ack, I would have had a problem if they had replaced my old 970 with a Stryker!! :(

2. Its hard to argue with Benchmades policy of ocasionally replacing a messed up knife with a brand new one at no charge.
New knives are pretty popular with most folks.

3. From a business stand point its probably cheaper for them to send you a new one than repair your old knife.
If they try to fix it and send it back you may return it again. Or sell the knife to someone else who in turn sends it in for service.
New knife cuts down on the return visits.
 
It sucks that you lost a favorite knife, but I don't think the blame can be placed on BM. To say that they should have contacted you first seems like the reasonable thing until you look at the warranty. Without any instructions to the contrary, you have to assume that they will go by what the warranty says, and thats just what they did.
 
My first Benchmade purchase was earlier this year and I have had
my share of problems dealing with them. All resolved, but problems all the same.

They should have contacted Mike and asked his permission before
doing what they did. For all he knows, his could have been a very rare model.

I run a company that deals with the general public and we are very service orientated.

However service is communicating with the client. Period.

Benchmade was 100% wrong on this and they should have asked first before pocketing his 'old favorite that could have been a gift etc, etc, etc.
 
Originally posted by Nosmo
My first Benchmade purchase was earlier this year and I have had
my share of problems dealing with them. All resolved, but problems all the same.

They should have contacted Mike and asked his permission before
doing what they did. For all he knows, his could have been a very rare model.

I run a company that deals with the general public and we are very service orientated.

However service is communicating with the client. Period.

Benchmade was 100% wrong on this and they should have asked first before pocketing his 'old favorite that could have been a gift etc, etc, etc.
Click to expand...

100% CORRECT !!
 
Well, Angie at Benchmade called me back today. Explained that they usually try to call the person whose knife is being replaced, etc., but sometimes they get busy... She said my old knife needed several replacement parts (mentioned a liner lock that was about to fail, replacement scales, problem with the blade, etc.), so it was just easier to replace the whole thing. Frankly, I didn't think it was in bad shape when I sent it in - just a little dull, and rather than sharpen it myself I figured I'd let Benchmade look it over, in case it needed a new washer or something, but whatever.

I'm not going to keep gnawing on this bone. If ever I send in another Benchmade for service, and I don't want it replaced, I'll explicitly state as much in a note to accompany the knife.

Meantime, I've decided to sell the replacement knife. Not because it's a dog, or because I'm soured on Benchmade (since neither of those things is true), but simply because there are other knives I'd rather have, for the price this one will bring.
 
If I were you I'd ask them whether they would sell the old knife to me as is. They're probably going to give (or throw) it away anyway, so you might get a very good deal.
 
Originally posted by Nosmo
They should have contacted Mike and asked his permission before
doing what they did. For all he knows, his could have been a very rare model.
Click to expand...
If he had sent in anything other than a standard issued model, believe me, BM would have contacted him. Read the post earlier about the Numbered blade model.
Originally posted by Nosmo
However service is communicating with the client. Period.

Benchmade was 100% wrong on this and they should have asked first before pocketing his 'old favorite that could have been a gift etc, etc, etc.
Click to expand...
Communication is a two way street. And they are human, so expect mistakes. If BM took no futher action, your statement would have been correct. But this is not a one time situation. Without instructions from the user, BM did the standard operating procedure. I think BM didn't do anything wrong. And as a pre-BM customer from the early 80's when Les owned Bali-Song USA and Pacific Cutlery, I have never had a repair issue that wasn't resolved to my satisfaction. More than once it would take a few trips, but like you, the issues were resolved.
 
Hmmm, anyone got a beat to hell benchmade knife that they wanna get rid of cheap:p
 
You must log in or register to reply here.
Back
Top