Customer Service a Joke!!

When I saw the thead's title I thought: Another troll bashing thread..., then I saw the author was Thomas and had to read it :).


I think Kershaw CS is is great and there is nothing needed to improve it. The only suggestion I could think off is to add a live chat section for people that don't like to use the phone or wait for an email response.
 
I've only had to deal with Kershaw's CS once, when I managed to lose the clip screws to my RAM and wanted to see if I could buy new ones. One short e-mail exchange with Cheryl later, I had a free set of clip screws coming my way and an even better appreciation for Kershaw.

Believe me, there are just some people out there that are impossible to please. I don't know if this was a case of someone expecting too much, not understanding what a valid CS request is, or just one of the handful of consistently angry and idiotic "customers" out there, but no matter the reason, you should probably just ignore the guy and move on. There are more than enough examples of positive CS interactions to overrule this one unsatisfiable jerk.
 
I invited him over here to participate, but he mentioned not being into reading "my blog". I really believe he has been following the thread from afar though. In fact I believe it's your posts here in why he called me all those unmentionables.

I'm blaming you people...

It's not me...it's all of you!...






Maybe we should have a giveaway. Haven't had one since returning to BF's.
 
ok i'm going to come clean thomas.. it was me.. i had my reasons for going crazy on the phone..

1) I don't want to wait anymore for my 560. I seen one in pictures so i should have mine already

2) I want free knives and they refused to give me free knives.

So thomas.. i suggest u have a meeting today and get these issues resolved by the end of the day. I will be calling up monday for my 560 and free knives!

on a serious note u got good C.S. from my experience
 
Gee, how can you improve? Hmmm... Kershaw CS is top shelf in my experience, bar none. I really don't know if there is room for improvement, don't sweat it you guys are doing excellent in that and all other areas too. Keep up the great work Kershaw!!!
 
Last time I had a problem with the AO on my ZT 0350 they sent me two torsion bars for free...
How cool is that ?
 
'Sample of one' here...

Sent a ZT knife back (from singapore) for a small issue - Cheryl had it couriered back to me within 2 days.

The knife was perfect and i was very happy.
 
Thomas W said:
Maybe we should have a giveaway. Haven't had one since returning to BF's.
Click to expand...

Ok, I'll email my addy to you. I take the giveaway ZT0301. Or the ZT0561. Or the ZT0700.

Anyone of those will do.

Email sent.:D

Moose
 
ono724 said:
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!
Click to expand...

++ This would be nice.

I bought a RAM and it was missing a screw in the handle, emailed CS and less than a week later had a packet of every screw the knife uses which is way beyond what needs to be done. I have also sent in both my Cyclone and Chive for sharpening, I have yet to receive them back but I have no worry that they will be perfect when I do.
 
I had a minor problem once. I had a Cyclone and needed a new torsion bar.

I spoke CS, they said they would send me a new torsion bar.... it never came.
i waited for a month and asked CS what the status of the torsion bar was, they said they didnt keep a history or records so they weren't sure if the torsion bar was sent out. They said that they would try again and send me another torsion bar...again, it never came.
I gave up after that...figuring I wasnt meant to have a torsion bar.
...about a year later, i contacted CS again about the cyclone torsion bar. When i spoke with CS they said they would try to send one out to me (just like the other times) they came back with an apology and said they dont have any torsion bar. This was nice to hear, i got an answer. then they made it right with me. I sent my old Cyclone and they let me select a knife from their current line-up as a replacement...and i am happy.

Im still a Kershaw fan, even tho I had a little trouble with the Customer Service. I just had to be persistent.

Possible improvements would be: improve communication from the Warehouse to the CS. Keep records of the CS Tickets, costumer requests, and Kershaw commitments. Make sure that both parties are in agreement before closing the file on the request.
 
i sent my Ti Bump, Green #1344, back because of a lock up problem, or lack of. It would not pass a spine tap test and about cut my fingers off because of it. I thought the repair was less than expected, now i know that knife cant be replaced by Kershaw, it passed the test afterwards but it was still about 10% lock up, just a small nubin of the 6al4v ti. I gave it a friend as a gift as i did not want to own it anymore. I did not say anything to Kershaw because i just sent it back to them and apparently that is the best they could do. Overall everyone was friendly enough and i still speak highly of their knives. Check out my custom JYD II in GKD.
 
MT Damascus said:
i sent my Ti Bump, Green #1344, back because of a lock up problem, or lack of. It would not pass a spine tap test and about cut my fingers off because of it. I thought the repair was less than expected, now i know that knife cant be replaced by Kershaw, it passed the test afterwards but it was still about 10% lock up, just a small nubin of the 6al4v ti. I gave it a friend as a gift as i did not want to own it anymore. I did not say anything to Kershaw because i just sent it back to them and apparently that is the best they could do. Overall everyone was friendly enough and i still speak highly of their knives. Check out my custom JYD II in GKD.
Click to expand...

OMG! You are supposed to cut with the other side for crying out loud! The "spine tap" isn't really a test, it's a path to premature wear & lock failure.
doublefacepalm.jpg
 
I am talking light taps guy, a knife should not come unlocked while using it. Dont treat me like a fool, because i am not. Poor quality.
 
Relax friend, no need to get into a twist. Where is your sense of humor? :rolleyes:
I still never got the point of using the spine of a folding knife, unless you are scraping a fire steel. YMMV.
 
You must log in or register to reply here.
Back
Top