Customer Service a Joke!!

Thomas W

Thomas W

Banned
Joined
Oct 11, 2005
Messages
5,710
CS had a complaint today from and upset customer telling us that we're a "joke", are "immature", and "pathetic".

I'll ask the question, from your experiences, how can our C.S. team improve from where we are today?

Thanks for the input.
 
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I've had two minor dealings with Kershaw CS which were solved quickly and courteously. I don't know what your policy is, the only thing I'd like is an email confirmation that a "returned for service" knife had been received. That way I can gauge when I might expect it back. Personally I think your CS is superb!
 
I'll bite. I recently had a small hiccup with customer service. I got my hands on an OD-1. I had wanted one of these ever since I first got my OD-2 almost a year ago. When I got the knife, the blade rubbed the locking side of the handle and the framelock did not engage the blade so that it could be closed by just putting pressure on the back of the blade. I sent the knife into the warranty department along with an old Grant County with a broken lock that I had been neglecting sending in. Two weeks later, I got a replacement Grant County along with a letter stating my OD-1 was in the repair shop. Two weeks after that, I received my OD-1 back. I was very disappointed to discover that even though the blade was now centered and the lock engaged, the blade practically rattled side to side because it was so loose. It appeared that the only work that had been done was loosening the pivot pin leaving major blade play. I emailed the warranty department shortly after and got a response stating that they would provide me with a UPS label to return the knife at no cost to me to look at it again. I received the label on June 10th, but was not able to get the knife off again until yesterday. I have no doubts I'll get a better resolution this time. This is only one bad experience I've had with Kershaw CS out of several that I've had over the years. Absolutely no complaints on any of the others.

This experience certainly hasn't left too bad a taste in my mouth since I've bought 2-3 new Kershaws since I got my OD-1 back from warranty in early June :D
 
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I've emailed Cheryl a couple times, she was awesome. Nothing but good things to say about her. Clone her!

Keep in mind:
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Let me tell you!

I tried to pay for a clip once,they sent me one FREE!

I tried to pay for 2 speedsafe sppirngs THAT I BROKE, ......they sent em......FREE!

then ,get this, I called Mike At ZT to see if I could BUY a ZT0300 g10 scale and you know what he did!?!? He sent it to my house, brand new ,in 2days, FREE!

Those sonuvab!the$!!!!!!!! Where do they get off!
 
Sorry Thomas. I was heavily medicated when I called. Mainly, I find it upsetting that y'all don't send out more free knives. :p :D








Seriously, I haven't had to test customer service. The knives have been top notch so far. This ZT 0551 is a thing of beauty.
 
The general public has been conditioned to believe that 1) they are entitled to anything they want and are always right no matter what 2) they can get anything they want if they cry and complain and threaten enough.
 
Wharn said:
The general public has been conditioned to believe that 1) they are entitled to anything they want and are always right no matter what 2) they can get anything they want if they cry and complain and threaten enough.
Click to expand...

See recently banned member canadian1 for a good example of this phenomenon. He asked Buck for a service they don't offer. Buck politely said no. He went on a tear/meltdown until the mods dumped him overboard.
 
Kershaw's CS is the best of the big three.You don't need to change a thing.
It's impossible to please all the people all the time.
 
I've only dealt with KAI customer service on a couple occasions, in both cases simply to get replacement pocket clips for a couple of my knives. It was extremely easy to get somebody on the line, and the person I spoke to couldn't have been more friendly and helpful. Each time, the clips I requested arrived within a week, and the second time they even tossed in a couple extra clips (e.g., black variant as well as the silver one).

Obviously, sending out a new pocket clip is a very simple CS request, but as plenty of threads in GBU will attest, some companies can't even be bothered to do little things like that right. KAI does, and everything I've seen/heard about them here and on other forums suggests that they'd be just as willing to help if it were a more significant issue that required sending the knife in.

All of this is simply to say that, as others have already mentioned, the problem seems to be the attitude/expectations of the customer who was complaining, and not with anything you guys are doing. Keep up the good work!
 
Never one time have I had a problem with KAI CS. We have the luxury as a people in this country to gripe and complain about everything. Using words like that to describe costumer service anyways tells you the "pathetic" state of mind this person is in. No doubt he should most likely be the first victim of the blunt side of one of those nice and shiny ZT 560's laying around . Try calling HP if you want to see what dismal customer service is like.
 
I think you should send the GUY a box of tampax. It has to be HIS time of the month!!





Common Sense...The Rarest Of All Senses
 
Thomas W said:
CS had a complaint today from and upset customer telling us that we're a "joke", are "immature", and "pathetic".

I'll ask the question, from your experiences, how can our C.S. team improve from where we are today?

Thanks for the input.
Click to expand...

All good here! I tried Sog's CS a few times -- never got back to me. Benchmade took 3 tries.

Is there a way to get Kershaw into the GB&U hall of fame?
 
You could always try the Southwest Airlines approach and let them know that Kershaw is obviously not the knife company for them and send them on their way to another knife company.

Your CS staff don't deserve the grief.
 
I have several Kershaws but have only had to use CS once. On this occaision I had a Splinter that I recieved as a gift from the wife. The blade was cracked from the thumbstup to the top of the blade. I sent it off with a very detailed letter explaining the problem along with the original box. I was very excited to recieve it back a week later. Opened the box and there was the knife. It had never been touched let alone repaired. No note and the original box was no longer with it. To say that I was a little upset was an understatement. I fired of a e-mail along with my phone number. That day I recieved 2 phone calls from CS apologizing for the mistake. I have to say that they were awsome. Since the splinter was no longer being made they offered any knife as a replacement. I could have chosen any knife, I chose a Leek and they shipped it no charge to me and told me to keep the Splinter. I realize any body can make a mistake but how the deal with it after shows the true nature of the company and I have to say that they were awsome. Would I buy another heck yes and have bought several:) So great company and great service!!
 
Since you asked...

I have a few cheaper Kershaw knives but my only dealings with the company or it's representatives have been a couple PMs to Thomas which went unanswered. Would have been nice to receive a response, even just "Sorry we can't help you". :)

Thanks,

Steve.
 
I've only dealt with them once, and they were absolutely the BEST customer service I've EVER had from a largish company. I got the spring for my cyclone in about 2 days, plus a spare.
 
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