Customer Service a Joke!!

bob7 said:
My three experiences with Kershaw's customer service have been perfect. Two torsion springs and one clip on a RAM to replace the Gavin Hawk custom clip that I purchased at the Blade show from the Hawk's table.

On a different note, I think this Kershaw Forum is a joke... a marketing gimmick that no one at Kershaw takes seriously. If Kershaw took this forum seriously the list of changes would look something like the following:
1. There would be plenty of these various Rick Hinderer knives available on a regular basis.
2. There would be actual knives available from the ZT line.
3. Small changes to knives talked about on the forum would be implemented in the knives discussed. Example- tiny little, sharp, unuseable thumbstuds on the Salvo would be changed. Or, making a larger leek, or....
4. Making these super high speed, but expensive limited editions for the general public instead of the voters at Blade show. Still waiting on a few I saw in 2009.


Those are some examples just off the top of my head. I'm sure more could be added. Why doesn't Kershaw change? Most likely, following the money, the "walmart" knives with the shi**y steel and AO's make all the money for KAI. You don't need to change anything for the fanboys when you've got your "walmart" knives. Just string 'em along.

I mean, at least Buck Knives had the cojones to drop those lying strider douches. Stop acting like some corporate monolith.

Hey, Thomas, you asked, you shall receive. And this isn't some random troll post. I own two shallots, one Salvo, one NeedWork, and one RAM.
bob7
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Apparently the old saying "less is more" has completely escaped your realm of comprehension :rolleyes:....wow
 
Hi Thomas -

I have only one experience, and this was due to me losing a spacer on one of my Kershaw knives.

I emailed CS, and Cheryl returned my email within one day, and asked for my shipping address.

I explained that I would prefer to pay for the spacer, since I was responsible for the loss, but Cheryl insisted that I would not pay, and about a week later I received a full set of screws and spacers for the knife.

Service like that which I received makes me proud to own and show my friends my Kershaw knives, so much so I have given Leeks to several of my friends. This past Christmas one of my knife-buddy friends received a ZT350 from me as a gift (which he loved, btw).

I also love your blog. ;^)

best regards -

mqqn
 
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:thumbup:

Loving your fine Blog here also,Thomas W.


Home of several thousand happy people......and a few soreheads.

;)

~Gnarly
 
As far as I'm concerned, Kershaw sets the standard for Customer service, period. I can't say I've ever dealt with another company that's as willing as these folks are to go the extra mile and make sure you're taken care of.

Don't change a friggin' thing!
 
My two cents , because I have been proudly toting Kershaw great CS for a few years now.

I have had nothing but the most excellent , fast and courtieous customer service that I have had from any company I have ever dealt with. I deal with vendors , distributors and the sort every day , from Fujitsu to Kyocera and anything related , none of them have treated me as well as Kershaw's warranty department have and we do a LOT of business with those companies... Kershaw sends me a few extra of what I ask for , they send it fast and with no questions asked.

No other American knife compny comes close.

Tostig
 
My only experience was with the rusty liner on my 0551. The CS was A+. Kershaw paid the shipping both ways and I had my knife back in a week. What else could I ask for?
 
Don't change a damn thing. I sent in my 10 year old BOA with a broken blade, and all manners of oil and body fluids gunked up in it. It stayed in my turnout gear at work for almost a decade. Asked for it to be fixed up and let me know the price.

It showed up at my door two weeks later with a brand new blade, and workin like a champ again. I was so impressed that I bought a new 0301 that day to show some support.
 
4Truck said:
Don't change a damn thing. I sent in my 10 year old BOA with a broken blade, and all manners of oil and body fluids gunked up in it. It stayed in my turnout gear at work for almost a decade. Asked for it to be fixed up and let me know the price.

It showed up at my door two weeks later with a brand new blade, and workin like a champ again. I was so impressed that I bought a new 0301 that day to show some support.
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Curious, did it come back with an S30V blade or CPM440V (S60V) blade?
 
MaxFisher said:
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 just wanted to reply to this and say that I'm never afraid to eat a little crow. I sent the OD-1 in for the second time and received a brand new replacement back today just two weeks after shipping out my old one. Hats off to Kershaw CS for making this right.
 
Kershaw has the reputation of having the best customer service. The only real competition in that regard is Buck.

I guess having your people keep doing what they seem to do really well is the best course. Ignoring politely the occasional unbalanced creep is probably Kershaws overall best bet but it would be fun to go Jay and Silent Bob style to each house and illustrate in a very personal way that their actions have consequences.

In my career I have literally seen guys killed just for being rude A$$#oles. You should always be polite to strangers as you never really know who they are.

Joe
 
Have no experience with kershaws cs but I've been familiar with thier quality since my original outlaw bill which I've had forever(literally lol)

Will have some soon though- getting a zt350 from a friend and I will need some spare parts ;)
 
I've called Kershaw CS at least five times. In all instances, my problem was taken care of quickly and efficiently, and always for free. Anyone can have a bad day, but my experience leads me to think the customer had a bad day here, not Kershaw.
 
I couldn't tell you how to improve your CS Thomas, as I have never needed to use it, and I've been using Kershaws since 1999....

Just sayin'
 
I recently sent back my Skyline because it was not locking properly, the knife was returned with a solid lockup and a fresh sharpened edge, the only complaint I have is the very nice box that I sent the knife in, following CS instructions never came back with my knife. My knife came back in a lousy plastic envelope that did not meet the requirements that I had to follow to send the knife in. I think my padded box should have stayed with my knife and it should have been used to return my knife once repaired. Just Saying! :grumpy:
 
As far as I'm concerned Kershaw has great CS. I have needed a few screws and a new track-tek insert in the past and in each case CS responded quickly and I had the parts I needed in just a few days

ET
 
your cusomer service is actually the second best ive seen in my life. always happy to send replacement parts and such. Number one rule, if your going to get a spring assisted knife, get a kershaw, cuz the springs gonna break. and kershaw will have no problem sending a replacement for free, even multiple springs at a time.
 
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