Customer Service a Joke!!

Well, I had a prob, took 2 trips on knife plus a long phone call to get right.

Skyline, just wouldn't flip open like everyone raved about here, had to use wrist flip in addition. Never could get hands on one to compare, but seemed to me that the detente wasn't right, either nub on blade or hole in liner or both -- there wasn't enough resistance for the "pop" to happen. Also, one of the body screws was longer than the other, stuck out slightly. I took it apart, looked, cleaned, lubed, etc. No joy.

Sent it in, came back same way, but in addition, the long screw was in different hole, but still long :), AND there was a piece of fiber stuck around it and sticking out. So I go to loosen screw to get it out, and after one turn, the bolt end turns in body, so now have screw I can't loosen or tighten.

Send knife back in for second trip, and it comes back exactly the same as I sent it in. Sigh.

So I call, and after about 15 minutes conversation, and with some degree of wheedling on my part short of being actually irate, tech agrees to talk to a supervisor, and they send me another Skyline as replacement (they didn't want the first one back).

Replacement is like a whole different knife model, works great just like everyone says. Screws are same length. Oddly, the scales are a little rougher, too, better defined, edge bevel is significantly wider, and the printing on the blade is in slightly different position also. Whatever all that's about.

Soooo, CS did finally get it right for me. I keep the first knife on counter top for general around the house stuff.

You gotta know though, that I've always been on the edges of life's bell curve. I also had 4 Bucks in a row that had probs, even though I have 10 or more previous to that that are perfect. I've also just sent one of the prob knives back to Buck also.

I'm really not particularly persnickety about knives, or much of anything else either -- wouldn't dream of griping about a folder that wasn't centered for example. Just luck of the draw -- I wished it worked the other way, would love to be the oddball that wins something now and then. :rolleyes:

- OS
 
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Kershaw's customer service set the bar for other companies to reach, and very few have gotten there. Thomas, you've got nothing to worry about.
 
I have a Spec Bump that I have sent in for service twice. Once to fix the stud lock and once to replace a broken spring. On both occasions I asked the CS rep to have the blade sharpened for me as I've never been able to get the blade as sharp as new. On both occasions the blade came back dull.

I like the knife very much and have no intention to sell it or trade it as it is very much a keeper, however it is now relegated to mail opening duty and not for carry. I wouldn't typically complain about something like this, but heck you asked.
 
My Experiences with Kershaw:

I have had about 2-3 speedsafe torsion bars break on me in the past.

Each time I was able to go online and request new ones from the factory. They also would have been willing to receive the knife from me and fix it for me. That is excellent customer service, because not only are they fixing the problem, but they allow the customer to be able to chose the route they consider more convenient for them. :thumbup:

Consumer expectations and customer service:

There are many people who do not understand what a knife is supposed to be able to do, and they end up wrongly blaming the makers when they break their own knife. When a person has exceedingly high expectations of what a knife should do, they can be a real pain in the okole when it breaks on them! Allow me to describe the closest I have been to being in customer service:

I recommended to a friend once, the venerable Buck 110. At first he loved it. He liked the "old school" style of knife. About six months later I came over to his house and he showed me his 110. He had dropped it on cement.... TIP FIRST!!! :eek: He broke off about a 1/2 centimeter worth of steel from the tip of the blade. Accidents will happen, however my friend was not impressed with the knife (and likely my recommendation after that point). He stated he was going to have to make a claim on his warranty and have Buck send him a new knife (he was quite displeased with the knife breaking and thought it to be the knife's fault) Yikes! I told him any knife is going to have some tip damage if you drop it onto cement tip first, accident or not. He still seemed to struggle with the concept. I think he calmed down a bit after speaking with me since he has not sent the knife in yet.

I have noticed that it is common for people to have this view of knives being incredibly indestructible.

Sometimes reality is a mentally crushing blow.

I'm glad I dont have to deal with every guy who break his knife:p.
 
Wonder how Warranty would rate the majority of issues and customers if they could?
 
asked for 2 new speed safe torsion bars for my leeks one broke one was geting kinda slow..........the evil doers sent me 5 of them.... how dare they :eek:

the way i see kershaw has the best cs around
 
Your customer service was one of the best I've encountered. Not bad considering I paid $20 or $30 for the knife.
 
The survice is excellent.
I had a torsion bar break on a blur and they sent me a couple of replacements in no time.
 
I guess the only thing you could improve on is just getting knives sent back a little faster, but I understand you guys are busy and these things just plain take time. And even now the timing is still pretty good.
 
Legenda said:
I guess the only thing you could improve on is just getting knives sent back a little faster, but I understand you guys are busy and these things just plain take time. And even now the timing is still pretty good.
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You stripped screws by not using the proper tool for the job and whine slow shipping......huh???

I have yet to receive the same service from another manufacturer as I have from kershaw....probably why my collection is majority kershaw.
 
No i used torx 6 and 8 bits like your suppose to. there was so much locktite on the screws that they wouldnt come out without stripping. And yes I understand kershaw has excellent customer service and fast shipping. probably the best cs of any knife company. but he asked what COULD be improved, and i told him.
 
it pains me to hear that people gripe about kershaw CS. I have had the best CS experience with them, and they actually let you take your knife apart to DIY. My kids recently got ahold of my very expensive laptop, and did what kids do. I was thinking, no sweat I bought a $200 warrenty on this that covers "everything". I took it to the store, and 5 days later I get a call that says I have to pay $300 more to get it fixed by some lady the geek squad sent it to.... fool me once....
 
Bjblade said:
i... and 5 days later I get a call that says I have to pay $300 more to get it fixed by some lady the geek squad sent it to.... fool me once....
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There are whole business models based on fooling each customer once. As long as there are enough new customers that haven't go the word, it works. Hence ProMag mags and most of the As Seen On TV stuff, off top of my head.

- OS
 
I recently sent in an OCC Blur due to a couple dimples (dents?) in the blade that were very noticeable. The rep was more than helpful with my first attempt at sending in a knife to be looked at. No idea if they can replace the blade or what, but if it can't be replaced to make the OCC Blur whole again, I look forward to my free 0777. If no production models are ready, the prototype will be fine. :D

Seriously though, CS was more than helpful and I couldn't be happier with my past purchases.

Thanks for putting yourself out there with threads like this Thomas, with all the complaints and suggestions that come flying in. It really shows a commitment to your customers and is just another reason for my monthly budget loyalty to KAI products.
 
just emailed ZT today for a new torsion bar for my 0350 got back to me within a hour or so and are shipping me a new one. Awesome customer service!!!!
 
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