CS reality check

spiralarchitect

spiralarchitect

Gold Member
Joined
Apr 29, 2007
Messages
2,685
I recently recieved a knife that is from that other knife company. You know the one. I know shame on me but I couldn't help myself. The product came out of the box flawed. I think, well, with my Kershaws I just send it back and they will send me a/the knife back. Problem fixed and shipped back for free. Wrong!!! Nice lady working in CS says send a check for 5 bucks along with the knife. I says....what? Hows 'bout that. That will be the end of it for me with that other company.

I sent a Kershaw in for service some time ago. I sent my knife out on a Monday and had it back by Friday. I live in WV. That is basically coast to coast service in a week and all it cost me was one way shipping.

So now I have about 25 Kershaws and three of that other company. I am beginning to think I should go back to only Kershaws. Maybe a 'lil somethin for the trade thread. I dunno

Thank you Kershaw for treating us so fairly, and, standing by your product so well. Sometimes we all just need a reality check to see how the other half lives.
 
spiralarchitect said:
I recently recieved a knife that is from that other knife company. You know the one. I know shame on me but I couldn't help myself. The product came out of the box flawed. I think, well, with my Kershaws I just send it back and they will send me a/the knife back. Problem fixed and shipped back for free. Wrong!!! Nice lady working in CS says send a check for 5 bucks along with the knife. I says....what? Hows 'bout that. That will be the end of it for me with that other company.

I sent a Kershaw in for service some time ago. I sent my knife out on a Monday and had it back by Friday. I live in WV. That is basically coast to coast service in a week and all it cost me was one way shipping.

So now I have about 25 Kershaws and three of that other company. I am beginning to think I should go back to only Kershaws. Maybe a 'lil somethin for the trade thread. I dunno

Thank you Kershaw for treating us so fairly, and, standing by your product so well. Sometimes we all just need a reality check to see how the other half lives.
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Well said, but that's what you get for cheating on Kershaw with that skank! :D May you never stray again!
 
The toughest part of the whole process is the wait without your knife, and Kershaw does a great job of keeping it to a minimum. :thumbup:
 
spiralarchitect said:
I recently recieved a knife that is from that other knife company. You know the one.
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No, I sure don't, but you just described 90% of CS for any knife from any company. If you want the knife checked and perfected, you need to pay shipping. I'm surprised they only wanted five bucks. That isn't anything to hold against the company. it's the standard. You sound spoiled.

More power to Kershaw for taking that loss in shipping every time there's a problem, even if its just some nitpicker that doesn't like something trivial about his 40 dollar folder. That's very, very generous of them.
 
J85909266 said:
No, I sure don't, but you just described 90% of CS for any knife from any company. If you want the knife checked and perfected, you need to pay shipping. I'm surprised they only wanted five bucks. That isn't anything to hold against the company. it's the standard. You sound spoiled.

More power to Kershaw for taking that loss in shipping every time there's a problem, even if its just some nitpicker that doesn't like something trivial about his 40 dollar folder. That's very, very generous of them.
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Spoiled? No, just used to dealing exclusively with a company who is willing to defend their good name 'til the bitter end. So few companies, American or otherwise, seem to give a darn how their customers experience their product and company. Kudos to Kershaw.

Yeah, 5 bucks is chump change. However, it is the principal of the thing. I don't mind shipping to them but since the misake was on them they should do the right thing and ship it back to me.

Further, I guess you just proved that a Kershaw is not just any knife from just any company. Something most all of us around here believe anyway.
 
spiralarchitect said:
The product came out of the box flawed.
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J85909266 said:
even if its just some nitpicker that doesn't like something trivial about his 40 dollar folder.
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Nothing trivial about a flawed product.
---------------------------------------------------------
J85909266 said:
If you want the knife checked and perfected, you need to pay shipping. I'm surprised they only wanted five bucks. That isn't anything to hold against the company. it's the standard. You sound spoiled.
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Buy the knife. Pay shipping(might get free shipping at this point). Get the knife.
Knife messed up. Pay shipping to send the knife. Pay shipping to get the knife back.
Where is that a "Standard"?

mike
 
You're both missing the point. Companies get back tons of knives for tons of different reasons every day. Not all of them are defects. A lot of times it is just little finish details and things that are the users fault. To pay for shipping both ways on every knife would be a cost issue and a liability. Most companies take it on a case to case basis. If the product is completely defective, they will usually be apologetic and cover the cost, it can depend on who you speak with or what the policy is. Unless my knife is completely defective, I expect to pay shipping when I send it in. It's rude not to. I've included a money order for ten bucks went I sent knives in to places even when I wasn't asked to before.

The point is that this scenario is in no way indicative of an inferior brand to Kershaw. :rolleyes: That's over-the-top, fanboy crap.
 
J85909266 said:
You're both missing the point. Companies get back tons of knives for tons of different reasons every day. Not all of them are defects. A lot of times it is just little finish details and things that are the users fault. To pay for shipping both ways on every knife would be a cost issue and a liability. Most companies take it on a case to case basis. If the product is completely defective, they will usually be apologetic and cover the cost, it can depend on who you speak with or what the policy is. Unless my knife is completely defective, I expect to pay shipping when I send it in. It's rude not to. I've included a money order for ten bucks went I sent knives in to places even when I wasn't asked to before.

The point is that this scenario is in no way indicative of an inferior brand to Kershaw. :rolleyes: That's over-the-top, fanboy crap.
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I never said it was an inferior brand. I did say that it was inferior Customer Service. Hell, I have sent Kershaws back to be fixed. All knife companies have one or two slip out the door with a problem every now and again. I do believe you are the one missing the point.

As for the fanboy stuff, this is a Kershaw forum. Is it not? The whole point of this little exercise was to throw a little love Kershaw's way. If I am not terribly mistaken most knife people have a good bit of brand loyalty and like to poke at other brands a little in the assigned forum for such. Lighten up dude.

Finally, bully for you on the sending money when it isn't asked for. Really, you are a gentelman and a saint. But if it isn't asked for they probably have the costs built in to the price of the knife. It is called the cost of doing business. I don't think anyone around here is delusional enough to think that Kershaw is losing money on their CS.
 
spiralarchitect said:
I do believe you are the one missing the point.
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Trust me, that's far from the case. I have several years of experience dealing with nearly every major manufacturer of factory and semi-custom high end makers of knives and their customer service departments. I have had issues fixed by Buck and Spyderco at no request for shipping, and many with Busse and others. Like I said, many times I would send shipping money orders out of courtesy because I know that it costs them money. Customer service is basically losing money by nature. Everything about it is time, labor and cost on the house from the manufacturer. Spyderco had to change their anything-goes customer service policy because they were losing money by being to lenient and generous. That's reality, not delusion. Again, Kershaw is awesome with CS, but not every company can afford to be that way. KAI is much, much larger than Spyderco, for instance.

As for the fanboy mentality, whatever. I love knives too much to adapt to that sort of behavior, but that's me. I just thought your opinion of that other companies CS being so negative over what really is standard and reasonable procedure was unfair and a bit insulting. I can tell you disagree and are content with your Kershaws, so I'll leave it at that. I apologize for calling you spoiled; I did not mean to make anything personal.
 
spiralarchitect said:
As for the fanboy stuff, this is a Kershaw forum. Is it not? The whole point of this little exercise was to throw a little love Kershaw's way.
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Agreed!! Very well said. :thumbup:
With the way Kershaw has treated me, yeah....I guess I am
spoiled. And as long as they continue making great knives and
taking care of any issues I have, I'll continue being spoiled. :)
 
J85909266 said:
Trust me, that's far from the case. I have several years of experience dealing with nearly every major manufacturer of factory and semi-custom high end makers of knives and their customer service departments. I have had issues fixed by Buck and Spyderco at no request for shipping, and many with Busse and others. Like I said, many times I would send shipping money orders out of courtesy because I know that it costs them money. Customer service is basically losing money by nature. Everything about it is time, labor and cost on the house from the manufacturer. Spyderco had to change their anything-goes customer service policy because they were losing money by being to lenient and generous. That's reality, not delusion. Again, Kershaw is awesome with CS, but not every company can afford to be that way. KAI is much, much larger than Spyderco, for instance.

As for the fanboy mentality, whatever. I love knives too much to adapt to that sort of behavior, but that's me. I just thought your opinion of that other companies CS being so negative over what really is standard and reasonable procedure was unfair and a bit insulting. I can tell you disagree and are content with your Kershaws, so I'll leave it at that. I apologize for calling you spoiled; I did not mean to make anything personal.
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OK J8675309 You win. Have a nice weekend.
 
I can understand paying shipping back for a defective product. I have no
problem in that respect.
But, if I paid to get it too me. Turns out to be defective. I pay to ship
it back. I expect not to pay shipping to get it back to me again.
That's all I am saying.

If I sent a customer the wrong item, a defective part, I cannot expect
him to pay shipping to get the right/correct part again. He would
end up going somewhere else.

No harm done. The internet has limits like hearing how someone is emphasizing or explaining something.

But yeah, you guys have a nice weekend. I finally don't have to work tomorrow.

mike
 
2brothers said:
No harm done. The internet has limits like hearing how someone is emphasizing or explaining something.

But yeah, you guys have a nice weekend. I finally don't have to work tomorrow.

mike
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Exactly. Words on a screen don't go over like face to face.
And you have a nice weekend....I have to work. :grumpy:
 
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