Customer Service a Joke!!

silversage said:
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!!
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ANY knife and you choose a leek?
 
scotchleaf said:
ANY knife and you choose a leek?
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the thought of that made me chuckle. maybe it was a sprint run? maybe sentimental value in an edc > $$$ value (and the leek makes a nice EDC)


I've not had the need to use kai CS. I personally hope that trend continues, but sounds like I'll be taken care off if the need arises.
 
I live in the Philippines and when I got my first ZT 301 I emailed KAI saying I wanted to buy an extra torsion bar. Well, without much ado Cheryl sent me these(see pic) and wouldn't even let me pay for shipping. So, I'd say that Kershaw/ZT customer service is seriously excellent.

ztparts.jpg
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My Kershaw knives have been in pretty decent shape out of the box and have held up great. I had a Breakout thy after a couple of years of fiddling around with it the Speed safe stopped working, it may have been and easy fix, but Kershaw fixed it quick and perfectly, no issues with te brand and feel comfortable buying more Kershaw knives.
 
I've had need to use Kershaw's CS I think 3 times in just under 20 years. Damn it they won't let you pay for anything! Replaced 1 knife that was outright abuse (I offered to pay for the repair) a few clips and a pivot screw on a Blur. They set the bar very high for other companies. I was told "no" by them once and the reason they gave was understandable.
 
Who ever called and complained couldn't have ever tried to get service for Spyderco.:D

Kershaw has always been tops for me. Torsion bars and screws for my Leeks shipped fast and free!

Also have asked to pay and the response has always been "As always, there is no charge for this service."


On a side note how did Kershaw happen to send 2 Tremors to my house yesterday? The packing slip had my name on it and said prepaid. I hadn't order or paid for them. Did Thomas just decide to send me an early birthday gift?;) :confused:

A give away may be in order, if these are mine to do that with.
 
stevenkelby said:
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.
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For future reference, this is a great way (maybe the best?) way to get in contact with Kershaw CS.

http://www.kershawknives.com/contactus.php?brand=kershaw
 
I'd like to know what 2 drugs the guy was on at the same time!

I'm always had Great service from KAI.:thumbup::thumbup:
 
I bought a blemished spec bump from kershawguy, and the studlock would engage and have to be pried out of the engaged position about 1 of every 3 or 4 times. i knew i had taken the chance when i had bought a blem, and i was ready to just basically use it as a fixed blade, but then i went to get it sharpened. when i got it back, it worked perfectly. even weirder, a couple of weeks later a full set of stuff showed up for it, minus a pocket clip. now, that is normal, but the weird part is that they did not know who i was when they sharpened my knives. they had my address and name from e-mails, but i never mentioned either. i am still really confused about how that happened.

the only thing i would like is if you made sending a pocket clip standard with every part package. it is really nice to have a spare around.

Another time, i broke the tip off of my ener-g II, and when I brought it in to be reground, they told me that if i broke it again they did not make it anymore so i would have to pick a new knife. my only question is if i can go for a blemished ZT instead of a new kershaw :p
 
houtex said:
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!
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An actual 3d machined scale?
 
Same as all of the above, I called cs and let them know that I had lost the display case to my Trooper a couple decades ago and asked if they would be able to sell me one and they told me there would be no charge and I rcd a new case the next week. Not sure how you can improve on that.
 
Had some back and forth emails today with the same "customer", and apparently I'm a few things that can't be posted in this family friendly forum...Sheesh...
 
dude. thats just plain wrong.

sounds like you need to send a few people to "take care" of this problem.

:eek: ;)
 
Thomas W said:
Had some back and forth emails today with the same "customer", and apparently I'm a few things that can't be posted in this family friendly forum...Sheesh...
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Until I read this I figured maybe it was an unfortunate series of events that led a customer to be really angry. The customer is having a bad day and the CS Rep is having a bad day and maybe they collide in a way that just sets the customer off? So when Thomas says he dealt with the customer directly and he was still an acehole, I just have to figure that he's like that all the time. Personally, I don't think there is a problem with Kershaw's CS. Their Warranty and CS system just plain works and it makes long time and new customers quite happy from everything I've heard. I've really only had one issue with a Kershaw knife that was completely my fault and Thomas took care of me directly and quickly. So my success rate with Kershaw CS is 100%.

The only problem I can ever foresee with Kershaw CS is due to human error. Somtimes emails get lost or erased by accident, a telephone may go unanswered due to someone in the john, a knife can get lost in the mix of things and doesn't get back to a customer as fast as they'd like, a guy in the shop may miss something completely so the knife doesn't get fixed exactly how it should, or even that CS Rep that's having a bad day and has a customer yelling obscenities at them for 10 minutes straight. We're all human and I can see how things may go awry at times. The problem is that others don't always feel the same. The important thing is that whatever the problem is it gets fixed whether it has to take one, two, or even three trips back to the Service Dept.

I wouldn't sweat the rantings and ravings of one individual with a bug up his ass too much Thomas. You know that you've got a million customers worldwide that are carrying and using the amazing and affordable knives that Kershaw produces on a daily basis. As seen in this thread, no matter where those customers reside, they are happy with the products, as well as the services Kershaw provides.
 
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