Case Cutlery, Warranty Repair

JPD1998

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Last month I bought one of the new Case Cheetah patterns with the jigged buffalo scales.

One of the scales was defective.
It looked as though a chunk was missing near the lock release, almost like a piece had broken off during the jigging process.

I was going to return it to the vendor for an exchange, but instead I shot off an email to Case.
A customer service rep emailed me back the same day and after I sent a followup email with a picture, they were very interested in inspecting the knife in person.

Not only were they concerned about my issue but they were equally concerned about their QC.

I sent my knife to their repair dept. and got a perfect one back about a week later. I think they sent a new one , I can't tell.
They included a note and a really nice booklet about the history of Case Cutlery.

I own about two dozen Case knives and this is was the first one that was defective out of the box. But I can tell you first hand that Case customer service is excellent and their commitment to quality isn't just a marketing slogan.

Thank You, Case
 
Thats good to hear. I own several Case knives and enjoy collecting them.
 
That is really nice to hear. Five or six years ago I had issues with my first case purchase, I believe 5 knives , all with issues. Two separate emails went unanswered, so I won't buy new Case knives any more, but it is good to hear that they took care of you.
 
I reviewed this thread before sending off my Case Russlock to warranty due to problems with blade play and centering issues. I mailed it February 26th to Case and it was returned April 15th. Just about six weeks in warranty, but it was fixed right and I am pleased. While in warranty I called the repair department to check on my item and they first thought they lost the knife because they couldn't locate it. They were willing to replace it in the event it didn't show up in the bin. I am glad they found my knife and fixed it under lifetime warranty. My cost to mail it insured was $8.10. I used to buy my knives only after inspection from a brick and mortar retailer, but these days online purchases are the norm. From here on out, if I can't see, touch, and inspect the Case knife first, I won't buy it. It seems too many quality control fit and finish issues.
 
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I have adopted the play before pay strategy with Case knives as well. Ordered a Corelon Trapper from the river and the blades would not cut butter. Not that big of a deal and was the only issue (perhaps it was sent to Frost for the scales and they were supposed to sharpen?).

Anyhow, I enjoy the hunt. I travel all over Texas and all the contiguous states and love to find an old hardware store in BFE, XX to see what they have. I usually pull up the Case Dealer web page on the smart phone to see what is around me. Some of the knives have blade play (never seen any other issues) so I just keep moving on until I find the perfect one (or two, three) for me. Blade play may not affect performance but it bothers me. Found a rare final production small stockman in stag this way (pure luck, didn't realize until I researched it later).

Glad to hear it worked out well. In this day and age to sit back and expect quality and perfection to be dropped off at your doorstep is akin to a roll of the dice. Not saying it should be that way, only that it is.
 
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