Benchmade warranty experience

[Biff Spurlock]

A few months ago, I e-mailed Benchmade regarding a BM Eclipse I had that the handle anchors had pulled out of. I asked them if I could purchase a new clip and screws, so that I could use the anchors on the other end of the knife. A couple of days later, I received an e-mail from Benchmade's warranty department stating that if I sould send them the knife, they would replace it for free. This was not what I expected, as the knife is several years old, and I was really impressed. I UPS'ed the knife on Feb. 11, 2000, and was told that it would arrive on Feb. 15. According to UPS, it actually arrived on Feb. 16, at about 9 am. The Work Order I received with the new knife had a "Recieved Date" of 2/23/2000

. I figure that this discrepancy in dates may be due to internal processing at Benchmade. Maybe that's when it actually got to the warranty department. In any case, I don't think it's any big deal. I received my new Ascent yesterday, 3-17-2000 by UPS. As far as I can tell, it's identical to the Eclipse I sent in, except brand new

. So, all in all, I feel that Benchmade went above and beyond the call of duty in this episode, and will probably buy knives from them in the future.

Also, the knife was delivered sharp enough to shave my arm dry, which is pretty good, in my opinion.

Just thought some of you might like to hear a "real-life" warranty experience.

 

[Gollnick]

The stories are becoming legend.

I was at Benchmade just a few days ago, though, and I can tell you that they are true. I was shown an AFCK that had been dropped into a campfire. The poor thing was absolutely charred. They replaced it.

A demolition worker dropped his Benchmade into a hole filled with explosives. Getting it out safely would have taken quite some time and the count-down was already started. So, he abandoned the knife. Later, while checking the site for unexploded materials, he found what was left of his knife and mailed it in as a joke. You can imagine his surprise when Benchmade mailed back a new knife.

I was also shown a Nimravus that had been found on the street in a busy intersection. It had obviously been run over many times. This was a found knife. The owner hadn't even bought it. Benchmade replaced it.

I also talked with the warranty service technicians as they worked to do the best they could to repair and replace even old knives. The tech pulled one rusty piece out of a bag and said, "Wow, that's bad. We'd just replace it except we don't make those any more and there are none in stock. Even spare parts are mostly gone. It'll take a lot of work, but I'll do the best I can for the customer," and set to work.

It's a good thing I don't work for Benchmade's warranty department. I think that knives dropped into camp fires, blown up in explosions, and obviously neglected fall under "user misuse, abuse, or neglect," and don't deserve replacement. Benchmade thinks otherwise.

I have broken Benchmade knives in what I consider misuse and abuse. I have sent them in with a letter saying "This is NOT a warranty case. I abused this knife. It is my fault. Please, please, bill me for the service!" Each time, I get the knife back for no charge.

It's just amazing.



------------------
Chuck
Balisongs -- because it don't mean a thing if it ain't got that swing!
http://www.balisongcollector.com