Case Customer Service

T

TedderX

Joined
Feb 8, 2017
Messages
186
Just sent in my first pocketknife to be worked on. I think it was called the repair center.

What kind of experiences have you guys had?
 
It's been almost 7 years since I sent a knife in to Case for repairs. Had them replace a cracked bone handle on a Congress knife. The knife was old enough that they no longer had slabs of the same color (Aquamarine Bone) so they did the best they could matching the color.

Turnaraound was about 4 weeks if I remember correctly. Case mailed me a little card stating that they received the knife. That card took awhile to hit my mailbox but I received the repaired knife about three days after receiving the card.

I'm satisfied with the repair and the replacement cover considering the circumstances.

Before:



After:

 
I'll let you know. They've had mine for a few weeks now and I haven't heard from them. Starting to get a little anxious.
 
I haven't sent any in myself, but I've seen a lot of posts where folks were very pleased with them.
 
I sent in a copperlock at the beginning of the year. The new rogers jigged bone one. Some pretty heavy blade play: opened and closed. Sent in Early January. Just got it back mid march. Locks up tight, no wobble and it was very sharp. Great experience.
 
More info:

They received my Casebose cattle knife in feb 13th but I haven't heard a peep yet. I put that I wanted an email when received but didn't even get that. I'm trying to be patient.... I miss it ATM though.
 
Svtfreak-if I remember correctly, case received my knife for repairs on Jan 12. I received an email from them on Feb 9th letting me know they received it. If that pattern holds, I'd sit tight. I bet you get an email from them pretty quick.
 
SVTFreak said:
They received my Casebose cattle knife in feb 13th but I haven't heard a peep yet. I put that I wanted an email when received but didn't even get that. I'm trying to be patient.... I miss it ATM though.
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They've had a 6318 Stockman of mine since Feb 8, and I haven't heard from them either. Although I've always had good luck with the CS dept. so I'm not too overly concerned.

They must just be really swamped.
Chris
 
I sent in a Trapper and a Peanut for a little TLC last year. Great overall experience, the knives came back to me much better than they looked when I sent them. The action was much smoother after the spa treatment.
 
I sent in a Case Bose and I got the knife back the same day as the card saying they had received it. Took two weeks total to get it back; I sent it regular mail. My ebony scale on the AK hunter had come separated a little from the liner due to my getting it wet in water in the kitchen during the summer. They fixed what was needed. It's been said they expedite the Case-Bose line when it hits the repair center.
 
I sent in a folding hunter years ago and the service was excellent. They communicated with me very quickly and the repair might have taken 3 weeks. I can't speak on current service but it seems like maybe they changed or I could have caught them during a slow period. The issue was a blade that would constantly rap the back spring. It would have required a lot of sharpening to fix.
 
I've sent a few back over the past couple years. Some have come back quickly and some took a little longer. The customer service has been a good experience when I used it. A couple of the trappers I sent came back so nice I almost didn't want to carry them. They reground the blades, re-polished the back springs, basically made them better than new and very close to perfect. Most recently, I sent a sowbelly back the day I got it because it had grind marks going up the side of the clip blade. They didn't put as much care into that one, but the issue was resolved. Basically, it my take a while, but it's worth it. They fix knives, not just replace them with another knife that may have issues as well....
 
brownshoe said:
It's been said they expedite the Case-Bose line when it hits the repair center.
Click to expand...

That's what mine is. 4 weeks and counting with no email or card showing receipt yet. We shall see. Hopefully on the downhill swing. I have no shortage of stockman patterns to carry but I sure miss that one right now.
 
I sent them 6 knives from a 1980's hardware store display that was found in the attic when the store closed. They all had blade wobble and needed a little TLC. After about two months I called them to find out they had lost them. To make a long story short they let me pick out any 6 knives from their current catalog. Then about 4 or 5 months later they found my knives, repaired them perfectly and returned them to me as well.
Here's a couple of them.
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I got an email today that they got my knife. So hopefully it won't be long and I'll have it back!
 
Showed up today via ups. So that's feb 13 they received it to April 6th return. 7 weeks when they say 6-8.

It's much better than it was. Still doesn't have the authoritic snap that I like but at least it closes completely now lol!

Back in the pocket she goes!
 
I sent in 3 earlier this year. Took a couple of months to get them back, but it was well worth it. Case did an excellent job on the knives, which had some serious problems, and I am well pleased.

I've also sent in knives before and have always been pleased with Case's customer service. This is a helluva warranty and hats off to Case for making it part of their way of doing business.

Andrew
 
I just received mine back. A little over six weeks in total. I sent in two current production pocketknives (Barnboard Jig Kentucky Bluegrass and Sawcut Caramel Bone). Both of them had blade play problems.

Did I receive back two functioning pocketknives? Yes.

I never received a phone call, letter, or email stating they received my pocketknives. I am 100% certain one they didn't even bother to fix; they just replaced it with another. The second I'm unsure if they worked on it or if they just replaced it; I have a suspicion they just replaced it though. I also paid a little extra to mail them in a box (one of those pre-made boxes) to make sure the pocketknife boxes stayed in good condition. In return, they mailed it back in a cheap envelope-type package (not even the good ones with the bubble-wrap lining) and so they boxes came back all crushed up. Really disappointed overall.
 
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