cold shoulder from Benchmade

KarlMaldensNose

KarlMaldensNose

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I have sent Benchmade one email per week for the last four weeks requesting new thumb studs and they have not replied to any of them. Are they notoriously slow when it comes to answering customer service emails? On their website they claim to be "happy" to send out needed parts, if external, with the exception of handles, inlays and blades. So I don't see a problem with my request. Does anyone here have experience with ordering parts from them or dealing with Benchmade's customer service department? Any advice? Thanks.
 
I've gotten that numerous times. Took me about 6 weeks to get a clip. They just take weeks to respond.
Poorly run customer service.
 
I haven't used their CS in over a year, but when I did they almost always responded in a couple days, and they were great to deal with... Maybe things have changed in that time.

I'm not just pointing the finger at you, but I've read other stories that people complain when companies don't respond to e-mails.

I wouldn't wait for an e-mail, call them.
 
I started this in December. There was actually another email prior to 12/25 but I deleted it.

Took 3 (not counting the deleted one) to answer. Then it took almost 2 more weeks before they told me it'll go out in a week or so.
Too long.

Benchmade
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I contacted Kershaw about a parts too. This is how their customer service works.

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Parts from Kershaw came in first. ;)
Big difference. That means a lot to some folks. Others may have had better luck with BM than I have though.
 
My own email experiences wit Benchmade has been hit and miss as well.

Some get answered within a day or so...and some never.

I've singed up online for their annual catalog, every year for the last 5...and have never received one yet.
 
Bear Claw Chris Lappe said:
I've singed up online for their annual catalog, every year for the last 5...and have never received one yet.
Click to expand...

I did too. I got a 2006 catalog and not a one since. I've had about the same luck with Spyderco catalogs. And the several times I've requested a Buck catalog I've gotten nothing.

Several emails to Benchmade about a broken omega spring went no where, so I fixed the problem myself. Then a few emails about a stripped pocket clip screw went no where, so I gave up and called them. I had the parts three or four days later.

I think what we all need to realize that even though this is the wonderful information age, telephones actually work about a hundred times better than email. When more than one computer is involved in anything the chances of something going wrong increase exponentially.

I've given up on emailing customer service for any problem... I go straight for the phone. I've never spoken with Spyderco CS, but the folks at Kershaw and Buck are both pleasures to deal with, and the people at Benchmade are good too, once you get a hold of them.

Give 'em a call. I'm sure they'll help you out and relatively quickly too.
 
I have had outstanding customer service and very fast turn around...all it took was a phone call.
 
I called in a request for a clip and thumb stud for my Benchmade NRA Steigerwalt 12400 about three weeks ago. I was told it would go out the following Monday and after it ships it takes about 5-7 days to arrive. So, three weeks later, it hasn't showed up yet. The knife is sentimental to me as it was a gift from my wife (when we were dating back on my birthday 2 years ago) and it is the one that I carried on our wedding day for that reason.

I hope the clip and thumbstud arrive soon, J.
 
Well call me stupid :foot: about an hour after posting this, I says to myself, "maybe I should check the mail just in case." and I found a pleasant surprise :D

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Just like new and back in my pocket :thumbup:
 
ya gotta remember BM probably gets 100's of emails daily like many other businesses so if ya em 'em ya can get lost in the shuffle, i have em'd them and never got a response while i have always had great luck calling them.
 
The OP hasn't had a positive outcome, so changing the thread title would not be appropriate at the moment I would think.
 
I've had a similar negative experience with Benchmade Customer Support via EMAIL in recent months. I have emailed them before asking for parts, and they were quick to send them out. However, in the past year, it's a completely different story. When I finally got an answer back to my question, 4 weeks later, the answer was preceeded by "Please accept our apology for the delayed response".

In the age of the Internet, a four week response to an email is UNSATISFACTORY!

In case anyone is wondering, the reason I needed to contact benchmade customer support was for help with a DEFECTIVE KNIFE. Granted, it was only cosmetic, but the knife should have NEVER left the BM Quality Assurance Department. See attached pics of the FLASH left over on the G-10 scale. I asked them to send me a replacement, and they said, "No, send it in."
 

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You will most likely have much better sucess if you call the toll free number and talk with a live person......... :thumbup:

In the "good ole' days, Angie was the person to talk to. I have not needed anything in quite a while, so I do not know if she is in the same position or not.

Here is the number and you can ask if you like.........
Toll Free: 1-800-800-7427

This might be to the factory store, I'm not sure...... but if it is, I am sure they can redirect your call to the right place.

Hope this helps........... :thumbup:
 
NP Matt. I figured as much.

As with any company though, there will always be bad with good.
Some folks have good dealings with CS at one place and crappy at another.
The next person is just the opposite.
As long as it get's handled, that's what counts isn't it? (within a reasonable time ;) )
 
Here is an update of the situation.

I received this email from Benchmade on Oct. 26 (17 days ago):

I am very sorry you have not gotten a response. I will get that shipped out to you this week. Have a great day.
Thanks,

Dianna Daniels
Warranty, Repair, and Lifesharp
Benchmade Knife Co., Inc.
800-800-7427 x-190
Fax 503-655-6223
ddaniels@benchmade.com

I have not received the studs yet. Could be held up at Customs Canada, could be something else... just an update for those who were following this.
 
I am surprised to read this...............

I called Benchmade about a slightly bent screw on the clip. The knife had just arrived brand new and I noticed the screw.
Two days later a new clip and three screws arrive. Then a follow up call from Benchmade to see if I was satisfied, and if not would I like to have them send a new knife.

So for me, Benchmade customer service rates an A+++++
 
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