CRK Sebenza Problem

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Thomason said:
Who where you talking to? Do you know? In the first quote you accuse Reeve of calling you a liar. In the second quote you don't seem so sure.
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I received the call on my cellphone while i was driving back from class, it was somewhat hard to hear, the man I was talking to had a definite accent and I asked him if I was speaking to CR himself and he said I was.
 
CR has a very compelling argument. That blade and the other parts don't look like they went through normal use.
 
Chris Reeve Knives said:
Here are pictures of Ben Wiener’s knife – a knife that, in the six months that it has been in his possession, has been abused and which he is expecting us to repair at no charge.
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Wow. That thing looks beat to death. The anodizing seems to have been worn off the thumb stud as well.
 
Chris Reeve Knives said:
Here are pictures of Ben Wiener’s knife – a knife that, in the six months that it has been in his possession, has been abused and which he is expecting us to repair at no charge.



You can see the bright shiny spot where the lock has been gouged by the repeated, sharp scraping of the blade across it.


You can see wear on the washers (the circular lines), and the dings.



On the pivot bearing (left) you can see a straight line that is as a result of the pounding it has received. The arrow on the stop sleeve (right) points to the line pounded in by the continued shock of the back of the blade smashing against it.


The scratches and wear on the blade are rather advanced for a knife that only about six months old.



Our guarantee states “…..this guarantee does not cover natural materials, incorrect applications, neglect or abuse……” I have been making, using and testing knives for 35 years. I know what abuse looks like.

The Sebenza folding knife has been made for nearly 20 years and thousands have been made and used hard all over the world. The Sebenza has been referred to as the gold standard in the folding knife industry – not by us but by our competitors in the industry. These competitors have voted for us to receive Blade Magazine’s Manufacturing Quality Award nine times; we did not get these awards by making things that do not last or fall apart within six months of the customer buying it. If Sebenza locks wore out so quickly with such gentle use as this young man says, then I would have been out of business many years ago. Our knives stand up for hard use alongside any product in the market.

The Sebenza does not have a worldwide reputation for nothing. We don’t have a reputation for excellent customer service just by accident. I do not take it lightly to call a customer to tell him that I will not replace a part on his knife free of charge - all of my staff, and Anne and I, bend over backwards to please our customers. But there is a limit to customer service when a knife has been utterly abused.

We will continue to make extremely high performing knives, and will continue to offer industry leading customer service. We base our business on high integrity and recognize where there is a lack of it.

Chris Reeve
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I appreciate the response CR. However I will say this once more, even if i have to pay for the replacement, I have never flipped the knife open not once.
 
benjaminw11 said:
Thank you all for the replies and sympathy. To answer a few of your questions, the knife was brand new when i bought it from knifecenter. There is no side to side blade-play only up and down. The knife was hardly used. This is my first high end knife like this so i haven't thrashed it at all, it was actually my high school graduation present from my parents so it is pretty special to me.

Thanks,
Ben
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From pictures that CRK posted (the ones I wanted to see from you), it looks like what you were telling earlier isn't exactly right.
 
Chris Reeve Knives said:
Here are pictures of Ben Wiener’s knife – a knife that, in the six months that it has been in his possession, has been abused and which he is expecting us to repair at no charge.



You can see the bright shiny spot where the lock has been gouged by the repeated, sharp scraping of the blade across it.


You can see wear on the washers (the circular lines), and the dings.



On the pivot bearing (left) you can see a straight line that is as a result of the pounding it has received. The arrow on the stop sleeve (right) points to the line pounded in by the continued shock of the back of the blade smashing against it.


The scratches and wear on the blade are rather advanced for a knife that only about six months old.



Our guarantee states “…..this guarantee does not cover natural materials, incorrect applications, neglect or abuse……” I have been making, using and testing knives for 35 years. I know what abuse looks like.

The Sebenza folding knife has been made for nearly 20 years and thousands have been made and used hard all over the world. The Sebenza has been referred to as the gold standard in the folding knife industry – not by us but by our competitors in the industry. These competitors have voted for us to receive Blade Magazine’s Manufacturing Quality Award nine times; we did not get these awards by making things that do not last or fall apart within six months of the customer buying it. If Sebenza locks wore out so quickly with such gentle use as this young man says, then I would have been out of business many years ago. Our knives stand up for hard use alongside any product in the market.

The Sebenza does not have a worldwide reputation for nothing. We don’t have a reputation for excellent customer service just by accident. I do not take it lightly to call a customer to tell him that I will not replace a part on his knife free of charge - all of my staff, and Anne and I, bend over backwards to please our customers. But there is a limit to customer service when a knife has been utterly abused.

We will continue to make extremely high performing knives, and will continue to offer industry leading customer service. We base our business on high integrity and recognize where there is a lack of it.

Chris Reeve
Click to expand...

I too, am shocked at the pics on the inside, I haven't taken apart the knife recently and cannot believe it looks like that on the inside.
 
benjaminw11 said:
I appreciate the response CR. However I will say this once more, even if i have to pay for the replacement, I have never flipped the knife open not once.
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Pounded it through a car hood? Maybe.

Cut through 2 gauge wire? Maybe.

Used to clean out the cracks in Mom's sidewalk? Maybe.

Batoned 5 cords of ash for firewood? Maybe.




Flipped open? Nope!



:D
 
benjaminw11 said:
Hi,
I was just wondering what is your experiences with Spydercos. I love the looks, designs, and ergonomics of them, but every one I own and have tried has had terrible vertical bladeplay. I have only experienced their lockbacks, are their other locks better? Have I only encountered defective ones?
Thanks,
Ben
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Looks like you have had trouble with Spyderco too. I'll side with Chris on this one. I'm not buying your story.
 
Chris Reeve Knives said:

The arrow on the stop sleeve (right) points to the line pounded in by the continued shock of the back of the blade smashing against it.
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Just a quick question to CRK: Can the blade play be stopped just by putting a bigger stop sleeve in? I understand your position, just wanted to know the details about what goes into the $150 repair cost.
 
Tripton said:
So why is there always 25-30 people that get the jitters out of a mere mention of such an experience, with no substantial evidence to back it up?
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I think the reason for this is because other respected knife companies like benchmade, spyderco, kershaw, strider, etc, do not have a clause in their warranty that voids it if it is believed that the knife was flicked open. I have been really considering a small sebenza for a while now, but this concerns me. I do believe the the OP is telling the truth. I have read many posts of people complaining about warranty issues from different companies. Some I agree with, some I dont. But this one really has me thinking twice about shelling out $400 on the sebenza that I want. I think about this happening to me and it really turns me off. I realize that Chris Reeve really knows knives, and feels that continuous flipping may damage the knife over time, but if the companies above can deal with this, why cant Chris Reeve. These are not cheap knives, and I highly doubt it would cost them $150 to fix. All companies that have warranties have to pay labor to the people fixing them, it is a cost associated with doing business. What do you do if a company refuses to help you and you know you did not abuse the knife? Chris Reeve will be just fine if I decide not to buy the knife, this I know. But when you spend this kind of money on a knife, you should not get this much hassle to get your knife fixed, whether it was flicked open or not.
 
Bax Axe said:
I think the reason for this is because other respected knife companies like benchmade, spyderco, kershaw, strider, etc, do not have a clause in their warranty that voids it if it is believed that the knife was flicked open. I have been really considering a small sebenza for a while now, but this concerns me. I do believe the the OP is telling the truth. I have read many posts of people complaining about warranty issues from different companies. Some I agree with, some I dont. But this one really has me thinking twice about shelling out $400 on the sebenza that I want. I think about this happening to me and it really turns me off. I realize that Chris Reeve really knows knives, and feels that continuous flipping may damage the knife over time, but if the companies above can deal with this, why cant Chris Reeve. These are not cheap knives, and I highly doubt it would cost them $150 to fix. All companies that have warranties have to pay labor to the people fixing them, it is a cost associated with doing business. What do you do if a company refuses to help you and you know you did not abuse the knife? Chris Reeve will be just fine if I decide not to buy the knife, this I know. But when you spend this kind of money on a knife, you should not get this much hassle to get your knife fixed, whether it was flicked open or not.
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Look at CR's response on page 4, post # 79. The OP is full of it.
 
If i had pounded the knife into anything enough to damage it, wouldn't the hollow grind blade have been chipped, think about it people.
 
Chris Reeve Knives said:
Here are pictures of Ben Wiener’s knife – a knife that, in the six months that it has been in his possession, has been abused and which he is expecting us to repair at no charge.



You can see the bright shiny spot where the lock has been gouged by the repeated, sharp scraping of the blade across it.


You can see wear on the washers (the circular lines), and the dings.



On the pivot bearing (left) you can see a straight line that is as a result of the pounding it has received. The arrow on the stop sleeve (right) points to the line pounded in by the continued shock of the back of the blade smashing against it.


The scratches and wear on the blade are rather advanced for a knife that only about six months old.



Our guarantee states “…..this guarantee does not cover natural materials, incorrect applications, neglect or abuse……” I have been making, using and testing knives for 35 years. I know what abuse looks like.

The Sebenza folding knife has been made for nearly 20 years and thousands have been made and used hard all over the world. The Sebenza has been referred to as the gold standard in the folding knife industry – not by us but by our competitors in the industry. These competitors have voted for us to receive Blade Magazine’s Manufacturing Quality Award nine times; we did not get these awards by making things that do not last or fall apart within six months of the customer buying it. If Sebenza locks wore out so quickly with such gentle use as this young man says, then I would have been out of business many years ago. Our knives stand up for hard use alongside any product in the market.

The Sebenza does not have a worldwide reputation for nothing. We don’t have a reputation for excellent customer service just by accident. I do not take it lightly to call a customer to tell him that I will not replace a part on his knife free of charge - all of my staff, and Anne and I, bend over backwards to please our customers. But there is a limit to customer service when a knife has been utterly abused.

We will continue to make extremely high performing knives, and will continue to offer industry leading customer service. We base our business on high integrity and recognize where there is a lack of it.

Chris Reeve
Click to expand...

looks like a sebenza will be in my future after all. i had an issue with a spyderco, and posted about it here, and the president of spyderco responded to the problem himself, just as mr reeve has done here. he even posted pics to prove his point. that is 100% customer service, and i appreciate it :thumbup::thumbup:
 
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