crks warranty department leaves a bit to be desired

[spydusse]

Well let me start with my problem. I received a lg starbenza you see in my avatar and I loved the knife untill it needed sharpening. I went to give it a touch up on my sharpmaker and where the flat starts to angle towards point it wouldn't sharpen. I sharpied up the edge and I realized I wasn't hitting edge on this area of blade because the angle was wider then 20 degrees. I usally don't edge pro a knife untill I have to due to chips or i want to reprofile cause it takes some time and im a busy man. I realized I would have to to correct this fat angle cause I would never hit edge on sharpmaker forever with the way the angle was . I really wasn't worried because I have used this system quite a bit and put a perfect bevel on my cousins umnum. I went through the steps and realized I still wasnt hitting edge on this fat area of bevel I had to take some back to finally reach. When I was done this area where the bevel had a wider angle now had a wider bevel then rest of blade. I decided you know this is a 400 dollar blade I don't want it looking like this im sending it back . They told me since I already tried to fix it on my own I was beat cause the couldn't asses situation. I realize now that I should of just sent the knife back right away when I saw this problem but I didn't and now I need to pay another 130 for a knife I used three days. I could see their point but I wish they saw mine and meet me in the middle, maybe charge me half of a new blade or something instead of turning a profit on me for a new blade. I know a blade of s35vn isn't costing them 130 dollars.

 

[batosai117]

I feel your pain, it would be nice to keep that original edge forever. I re-beveled my Umnumzaan about a month after using it and I'm dreading having to put my newer Micarta Sebenza through the same paces. The final edge on the CRK folders I've owned seem to be done by hand with a convex finish. Perhaps the sandpaper method would save your knife in the future after your re-blade?

 

[spydusse]

I guess, but I've had no problem touching up my nyala on sharpmaker wich you would think would come with a wider bevel then the sebenza. My cousins umnum came out beautiful after edge proing,he had a couple small chips he wanted gone so I fixed .that one part of blade on one side of knife just really bit me

 

[Haze]

This a great example of why I have a dislike of sharpening systems. Everyone that owns and uses knives should learn to shapen free hand IMO.

I have to be honest and say that while I can see your point I don't see why CRK should have to replace the blade for free or even half price. There is also the "if they do it for you they have to do it for every one" problem.

 

[spydusse]

I never was good at freehand and I find systems quicker. Especially for quick touchups on sharpmaker. I know now to check the evenness of bevel angle before I do anything, if its not even it goes right back cause I don't have the skills to fix freehand. I guess im saying I wish something could be done to meet me in middle cause yes I could have sent it back and it would have been fixed ,you would also expect a 400 dollar knife not to come with such an uneven bevel

 

[Bluesummers]

I think you should show pics.

Did they tell you that you needed a new blade?

Or did you want a new blade put on and expected the warranty to cover that?

Ahh, it came with uneven bevels and you tried to fix it yourself.

1- Should have sent it back if it bothered you.
2- They don't know if you are lying when you said it came with uneven bevels.
3- Lesson learned.

I don't understand why they cannot fix the original blade.

 

[spydusse]

They have blade so no pics. Chris said they can try to fix but the overall grind of knife I believe would be flawed because of this and it would have quite a lg bevel to make it all even

 

[Luis G.]

This a great example of why I have a dislike of sharpening systems. Everyone that owns and uses knives should learn to shapen free hand IMO.

I have to be honest and say that while I can see your point I don't see why CRK should have to replace the blade for free or even half price. There is also the "if they do it for you they have to do it for every one" problem.

I won't talk about what is right and what is wrong since that is theoretical and to be perfectly frank rarely is put into practice in the real world. Let's talk about reality.

If a customer buys a product, and with good intentions accidentally ruins the product the manufacturer or vendor has the obvious right to deny Returns, or Warranty. However in real world practice most companies will attempt to accommodate the consumer specially so with higher end offerings. For example, a friend's Macbook Pro's fell not even walking out of the Apple store, aluminum is sleek. Apple's manager came by, my friend was bummed out but asked the Manager "how much would it be to fix the case". Manager asked if he had just bought it there, my friend said yes. Manager talked to the person that attended him, then went to the back. 15 minutes later. Manager says "We cannot let you walk out of here with that, sorry." Bam new MBP. No cost to him, even though I've taken MBP's in for cracked screens months or years after purchase to be found with a bill. Understandable? Not if you take a black and white approach to the situation, but very understandable from a business perspective. By replacing the laptop on the spot, the consumer is happy. A happy consumer is a returning consumer (besides not like Apple can't make up for it with their profit margins lol).

Again, another high end product. My Dell Precision M6500. My battery fell, and was damaged. Of course the battery worked and fit if I pushed it hard enough but the presentation from a professional stand point was not suitable. I contacted Dell, even though I had accidental warranty it did NOT cover the battery unless the battery was attached to the system which it was not. They still however made an exception, being a $3,000 laptop+$200 for accidental protection. They shipped me the battery free of charge even after I offered to pay for the battery (was my fault). That made me happy, and it's one of the reasons I tend to stick with Dell Business laptops.

So resume: If you sell high end offerings, customers expect a higher level of customer service. Does that mean you have to give away services or products because of user error? No, of course not but then again it IS at your discretion, it's your company you run it how you want to and see how the cards are played.

 

[Haze]

Pehaps I'm lucking in that I have learned to shapen knives the old way back when I was a kid, I don't like change and i'm a bit of a stick in the mud, and all at 32 .

I use my CRKs and that means they will be sharpened or at least touched up with in a few days to a week and obviously many, many more times in their life. An uneven bevel wouldn't bother me as it would be gone in a fairly short time any way. I do see where your coming from and I do sympathise with your position but I also see CRKs point and have to agree with it.

I also collect handmade custom knives that, in some cases, dwarf the price of a CRK. Those are the sort of knives I am paying to see perfection in. :thumbup:

I never was good at freehand and I find systems quicker. Especially for quick touchups on sharpmaker. I know now to check the evenness of bevel angle before I do anything, if its not even it goes right back cause I don't have the skills to fix freehand. I guess im saying I wish something could be done to meet me in middle cause yes I could have sent it back and it would have been fixed ,you would also expect a 400 dollar knife not to come with such an uneven bevel

 

[Haze]

When CRK is a multi million (billion ?) dollar company selling literally millions of products a year that cost them next to nothing to produce off shore I'm sure they will be just as accommodating, if not more so.

I won't talk about what is right and what is wrong since that is theoretical and to be perfectly frank rarely is put into practice in the real world. Let's talk about reality.

If a customer buys a product, and with good intentions accidentally ruins the product the manufacturer or vendor has the obvious right to deny Returns, or Warranty. However in real world practice most companies will attempt to accommodate the consumer specially so with higher end offerings. For example, a friend's Macbook Pro's fell not even walking out of the Apple store, aluminum is sleek. Apple's manager came by, my friend was bummed out but asked the Manager "how much would it be to fix the case". Manager asked if he had just bought it there, my friend said yes. Manager talked to the person that attended him, then went to the back. 15 minutes later. Manager says "We cannot let you walk out of here with that, sorry." Bam new MBP. No cost to him, even though I've taken MBP's in for cracked screens months or years after purchase to be found with a bill. Understandable? Not if you take a black and white approach to the situation, but very understandable from a business perspective. By replacing the laptop on the spot, the consumer is happy. A happy consumer is a returning consumer (besides not like Apple can't make up for it with their profit margins lol).

Again, another high end product. My Dell Precision M6500. My battery fell, and was damaged. Of course the battery worked and fit if I pushed it hard enough but the presentation from a professional stand point was not suitable. I contacted Dell, even though I had accidental warranty it did NOT cover the battery unless the battery was attached to the system which it was not. They still however made an exception, being a $3,000 laptop+$200 for accidental protection. They shipped me the battery free of charge even after I offered to pay for the battery (was my fault). That made me happy, and it's one of the reasons I tend to stick with Dell Business laptops.

So resume: If you sell high end offerings, customers expect a higher level of customer service. Does that mean you have to give away services or products because of user error? No, of course not but then again it IS at your discretion, it's your company you run it how you want to and see how the cards are played.

 

[Peter Hartwig]

The Sharpmaker is the recomended sharpening system by CRK, so you should have been fine using it. As for the replacement of the blade I can see both sides. CRK can't see the original work, so they don't know if they did anything wrong or not. You know something was wrong and tried to fix it and feel they have some resposibility. While a 1/2 price blade might be a fair thing to do, it has fallen into a very grey area of warranty. In such a case they make a decission, and they decided not to cover it. Definately not what you want to hear from them, but not unfair since they could not see the original problem. I imagine you will be getting the original blade back.

 

[spydusse]

The Sharpmaker is the recomended sharpening system by CRK, so you should have been fine using it. As for the replacement of the blade I can see both sides. CRK can't see the original work, so they don't know if they did anything wrong or not. You know something was wrong and tried to fix it and feel they have some resposibility. While a 1/2 price blade might be a fair thing to do, it has fallen into a very grey area of warranty. In such a case they make a decission, and they decided not to cover it. Definately not what you want to hear from them, but not unfair since they could not see the original problem. I imagine you will be getting the original blade back.

im gonna ask they send the orignal back with new blade so I can show pics. They can see the problem though cause in this area I never made it to edge while rest of knifes bevel was perfect and scary sharp . I figureed I send it back before continuing, you can see double bevel in this area that was way past 20 degrees.they stated to me that they couldn't asses but I beg to differ

 

[Matthewd]

WHy not just have them resharpen/regrind the blade? This won't cost much, and you'd only loose 1/64" of the blade - something that you would never notice, and would eventually happen with sharpenings anyway...

 

[spydusse]

This area was so wide I really don't see how it would be possible with out having an uneven ,wide ,ugly bevel on a knife I used for three days. Honestly I paid for a 400 dollar knife in new condition and that's what I want even if I have to pay 130 more dollar.I don't want a knife with a beaten back bevel I wold have had anyway after a year of use and sharpening. Ill take it with a grain of salt, you live and learn. Next time it goes back and there might be a next time cause I will buy more crk s. I see their point and I love other products I own from them that I've had no problems with . This time I guess I could say ,shizen happens

 

[spydusse]

Let me clarify this before anyone says anything. I said I can see their point but also have stated that myself and my cousin saw aperfectly grinded knife except where it was so fat a double bevel remains there. Their point could be how do we know u didn't do that being you made corrections. My point is I know I didn't and that's there cause of the grind it came with. They could have fixed it if I sent it back the second I noticed it but I didn't so I can't be that mad at them. Just sucks

 

[Esav Benyamin]

WHy not just have them resharpen/regrind the blade? This won't cost much, and you'd only loose 1/64" of the blade - something that you would never notice, and would eventually happen with sharpenings anyway...

What? Are you trying to be logical?



Both my Sebenzas are sharp enough to catch on a fingernail, and the bevels are convex. I have sharpened them more than once, by hand. They had also gone through many touch-ups on the Sharpmaker. It ain't rocket science.

 

[Luis G.]

When CRK is a multi million (billion ?) dollar company selling literally millions of products a year that cost them next to nothing to produce off shore I'm sure they will be just as accommodating, if not more so.

I was not aware Dell and Apple were selling products that cost them next to nothing to product, perhaps you were unaware of the failing sustainability of the computer market due to pathetically low profit margins, sometimes actually producing losses. It's multi-billion for both Companies. I bet you did not know most PC manufacturing companies have to take loans from banks to pay the production of batches of laptops. amazing huh?
CRK is probably in the million dollar segment given the amount of knives they product/sell/cost in revenue. Profit wise? The fact they wouldn't even comment on the revenue is indicative that they are doing well.
Actually the cost of a CRK for materials is minute to the retail cost, compared to laptops. How much are the materials for the CRK? $30-$40 max? that's a difference of 10x.

The Dell M6500? $1,500 in parts alone~ cost to Dell, not counting labor or export/import costs. total cost $3,200~. (Video card cost Dell $500~ approximately according to sources that whole sale to manufacturers).
Add in the warranty they include, 3 year accidental warranty and Onsite tech (Next Business Day). Need parts or repair? They'll send a technician out next business day to your home or will send you the part if you choose to install it yourself. I think you can see their profit margins are VERY slim and non existent if a expensive part or if the laptop needs to be replaced.

 

[Haze]

You're a funny guy........

I was not aware Dell and Apple were selling products that cost them next to nothing to product, perhaps you were unaware of the failing sustainability of the computer market due to pathetically low profit margins, sometimes actually producing losses. It's multi-billion for both Companies. I bet you did not know most PC manufacturing companies have to take loans from banks to pay the production of batches of laptops. amazing huh?
CRK is probably in the million dollar segment given the amount of knives they product/sell/cost in revenue. Profit wise? The fact they wouldn't even comment on the revenue is indicative that they are doing well.
Actually the cost of a CRK for materials is minute to the retail cost, compared to laptops. How much are the materials for the CRK? $30-$40 max? that's a difference of 10x.

The Dell M6500? $1,500 in parts alone~ cost to Dell, not counting labor or export/import costs. total cost $3,200~. (Video card cost Dell $500~ approximately according to sources that whole sale to manufacturers).
Add in the warranty they include, 3 year accidental warranty and Onsite tech (Next Business Day). Need parts or repair? They'll send a technician out next business day to your home or will send you the part if you choose to install it yourself. I think you can see their profit margins are VERY slim and non existent if a expensive part or if the laptop needs to be replaced.

 

[Luis G.]

You're a funny guy........

How am I funny? Please do explain other then just say "You're a funny guy" is there something you know?

 

[Haze]

Yup, and it's obviously more than you do.....

Any hoo, perhaps you can post about this on more appropriate forum, this happens to be a knife forum and we don't much care about your or any one elses 3K laptop.

How am I funny? Please do explain other then just say "You're a funny guy" is there something you know?