- Joined
- Mar 6, 2008
- Messages
- 3,200
Left kinda shocked after you get a TILT. Honestly what could go so wrong with warranty to disappoint you this much?
Guess you don't want to try to work it out.
Guess you can't please everyone.
-
The BladeForums.com 2024 Traditional Knife is ready to order! See this thread for details: https://www.bladeforums.com/threads/bladeforums-2024-traditional-knife.2003187/
Price is$300$250 ea (shipped within CONUS). If you live outside the US, I will contact you after your order for extra shipping charges.
Order here: https://www.bladeforums.com/help/2024-traditional/ - Order as many as you like, we have plenty.
Customer Service a Joke!!
- Thread starter Thomas W
- Start date
Left kinda shocked after you get a TILT. Honestly what could go so wrong with warranty to disappoint you this much?
Guess you don't want to try to work it out.
Guess you can't please everyone.
So far my Customer Service dealings are limited to Sarah in CS and Cheryl in Warranty, and both were easy and pain free dealings. Both ladies were very helpful and answered all my questions quickly and got me taken care of. Now the only problem is dealing with the withdrawls of my Blur while it is in for work. I only hope my new G10 Speed Bump can keep me company while the Blur and Vapor in "in the shop" for a spa and sharpening treatment...LOL
- Joined
- Dec 18, 2011
- Messages
- 41
I sent an email yesterday about getting some clip screws as my leek arrived with a stripped clip screw. I got a response quickly and because I included my shipping info in the initial email, the process was started to get them sent out. I am completely happy with the customer service. I have heard a lot about the excellent customer service but I was still surprised at the speed of the response. Customer service is so important and companies like Kershaw that understand this will last forever because you gain lifetime loyalty this way. Thanks!!
kershaw is awesome! i delt with britaney in CS she was very helpful ive got an old cyclone that broke she sent me the parts i needed i got them in like 2-3 weeks, before kershaw had lost me as a customer, after i was looking for a new knife(leek maybe) i thought about asking CS what they would do for my old beat down cyclone well they made it all new now kershaw has a new fan and i tell everyone i know to try kershaw they WILL have something youll need if its got a blade
I'm just getting back into knives and have 2 kershaws my first was a chinese made coral creek (small sheepsfoot) that I carry as a backup for cutting rope and stuff off of animals. The blunt point cant cut the animal. Very well made little knife. My second is a needs work that I just love!!!!. Just ordered an orange Packrat that should come in a few days. Before I was a horse shoer I did 20 years as a sales and marketing executive and although I have not had to use customer service yet at kershaw I find it huge, huge huge that the director of sales and marketing is so accesible to the user base. Nice work thomas w. on keeping in touch with the users not just the dealer network!!!!!
George
George
- Joined
- Dec 21, 2011
- Messages
- 27
My First Kershaw Tone I bought I was a little put off by, it would not deploy all the way and acted more like a flipper than an assisted. (I now know that I could have adjusted the blade tension, sorry Kershaw that was my fault not yours.) I had always heard Kershaw had GREAT customer service. So I filled out the form and sent out 3 knives the Tone, a Wild Cat, and an OSO. The Wild Cat and the OSO I only wanted them sharpened. They sent me NEW KNIVES!!!! I thought that was great customer service but, they did not have an more Tones. However, they gave me credit for a new knife. Not only did they give me credit but when I called customer service to ask them if I could send a few extra bucks for a knife in the catalog that was a little more expensive than the Tone. I was surprised to hear the girl tell me don't worry about sending us the money just pick the knife and we will send it to you as long as it was not way over the cost of the Tone, they would send it. Now THAT is customer service! You have a customer for life and I am now looking into your chef knives. If your kitchen knives are anything like your folders I have started collecting, I will be one happy customer.
Customer service a joke???? Whatever!!! Best big company customer service I have ever had.
By the way. I had just had to try another Tone so I went to Academy about a month later and bought another Tone. Glad I did.
Customer service a joke???? Whatever!!! Best big company customer service I have ever had.
By the way. I had just had to try another Tone so I went to Academy about a month later and bought another Tone. Glad I did.
I'm a big fan of Kershaw service too. My only complaint was that I can't get a new rubber jacket for my DWO- they do wear out after a while. Now, I know that if I sent it in you'd probably send me a whole new knife, but that would be taking advantage of your generosity and that's not me.
- Joined
- Jan 24, 2012
- Messages
- 1,442
Wow, a ZT350 as a Christmas present for a knife-buddy? Can I be your friend? ;-) I have many Kershaws, but no Zero Tolerance knives (yet!).
- Joined
- Jul 31, 2011
- Messages
- 233
I would say Benchmade is the worst CS I have dealt with and Spyderco the best. I know Spyderco get flamed for bad CS around here but I personally haven't seen it. I dealt with Kershaw's CS a few years ago and it was acceptable but I got the feeling they were trying to blame me for the loose blade. But it was taken care of free of charge and quickly so no complaints. So what is this person upset about, you can't throw out there that this person is being unreasonable and not present his side of the story? I get the impression your looking for a cheering section. Not looking to start a battle just an obervastion.
- Joined
- Jan 22, 2008
- Messages
- 244
That's not what I get from this thread. I get two things:
1) Kershaw would really like to know what experiences people have had with CS. A negative post may not be well received by everyone, but any company (or person) can only fix problems they are aware of.
2) Most people have had very positive experiences with Kershaw's CS.
I've only had one interaction myself and it was very positive. I tweaked a pocket clip and was more than willing to purchase the replacement or at very least cover shipping. They sent me multiple clips and screws completely free. I almost felt bad about getting something I hadn't paid for. Kershaw knives get my attention because their awesome user knives, but they get my loyalty due to great CS. I haven't hesitated to gift and recommend Kershaw knives to several friends and family members.
Now, if they would just release some more Skyline models...
I haven't read through all of these posts but just skimming through I get the vibe that Kershaw does a great job. So I'm sure that I'm one of few to say that I'm disappointed in my dealings. I'll preface this with saying that they did do exactly what they were supposed to and fixed my knife. Here's my story:
I purchased a Blur a couple of months ago, but was hesitant about the standard version because of the steel. I had no experience with it. So I called and talked to an employee who was very helpful in assuring me that the 14C28N Stainless(I think?) was a great steel and that he never has problems with it. I usually stick with steels like S30V, VG-10, AUS8, namely those that are well reviewed and commonly known. But after the assurance I was convinced that I didn't need to spend the extra $20 for the S30V model.(knowing what I know now I would have happily paid the $20 premium)
I purchased the knife from Amazon and carried it for roughly a month with VERY little use. One afternoon at a friends I grabbed a stick about the size of my thumb and just started to skim the bark off of it. About four or five strokes in the tip just snaps off about 3/4 of an inch down the blade. There was no hacking, no twisting, no prying, no bending, just shaving bark from a stick. I have two others that can validate this. Needless to say I was thoroughly disappointed.
Instead of just sending it to Kershaw to be repaired I took the time to type up a letter (saying essentially what I said here) to explain my situation and that I would like to upgrade to the S30V blade steel even if it cost me. I also explicitly wrote to call me if that would be a problem/to get billing information/just because. I called a few times after I got my delivery confirmation to try to relay this message to whomever was repairing my knife but I kept getting a response along the lines of, "We just got your knife in a few days ago, it's going to be a while before we get to it"; so I'd wait another couple days and call again, same response.
I called again yesterday for an update and they said that it was on the pallet to be shipped out, and that is all they knew. I asked to speak with a manager and I got Cheryl (she was polite through the whole situation). She explained to me that they just replaced the blade and sent it back out....seriously? This is exactly what I did not want, I'm not saying that I'm entitled to anything whatsoever, but that is the exact reason that I took the time to write a letter with my contact information; and I know they read it because that is where my return shipping address was located. Talking with Cheryl, she did confirm that upgrading would have been an option but it was already sent out and that if I still wanted to upgrade I'l have to pay the $45 upgrade fee and go through the whole warranty process again. Including shipping (again) this would have come out to a little over $55, and another month of not having a knife that I already paid $55 for. Note that the S30V model can be purchased for $70 at multiple locations.
Again, yes, the warranty was upheld; but I feel slighted. I honestly get the feeling of, "We don't want/need your money and our time is too valuable for a customers requested phone call".
So now I have a knife (in the mail) that I'm either just going to end up selling or will have a permanent spot in (the back of) my case, because I'm terrified that if I use it it's just going to break again.
I'm not saying that Kershaw makes bad products or anything like that (I own several Zero tolerance and Shun knives) but to say that I'm disappointed with the whole process is an understatement. Disappointed enough that I think I'm finished dealing with KAI for at least the time being, not only because of what they did, but what they didn't do. Again, no one was rude or mean just extremely neglectful. I hope (and it seems to be that way) that I'm the only one with an experience like this.
I purchased a Blur a couple of months ago, but was hesitant about the standard version because of the steel. I had no experience with it. So I called and talked to an employee who was very helpful in assuring me that the 14C28N Stainless(I think?) was a great steel and that he never has problems with it. I usually stick with steels like S30V, VG-10, AUS8, namely those that are well reviewed and commonly known. But after the assurance I was convinced that I didn't need to spend the extra $20 for the S30V model.(knowing what I know now I would have happily paid the $20 premium)
I purchased the knife from Amazon and carried it for roughly a month with VERY little use. One afternoon at a friends I grabbed a stick about the size of my thumb and just started to skim the bark off of it. About four or five strokes in the tip just snaps off about 3/4 of an inch down the blade. There was no hacking, no twisting, no prying, no bending, just shaving bark from a stick. I have two others that can validate this. Needless to say I was thoroughly disappointed.
Instead of just sending it to Kershaw to be repaired I took the time to type up a letter (saying essentially what I said here) to explain my situation and that I would like to upgrade to the S30V blade steel even if it cost me. I also explicitly wrote to call me if that would be a problem/to get billing information/just because. I called a few times after I got my delivery confirmation to try to relay this message to whomever was repairing my knife but I kept getting a response along the lines of, "We just got your knife in a few days ago, it's going to be a while before we get to it"; so I'd wait another couple days and call again, same response.
I called again yesterday for an update and they said that it was on the pallet to be shipped out, and that is all they knew. I asked to speak with a manager and I got Cheryl (she was polite through the whole situation). She explained to me that they just replaced the blade and sent it back out....seriously? This is exactly what I did not want, I'm not saying that I'm entitled to anything whatsoever, but that is the exact reason that I took the time to write a letter with my contact information; and I know they read it because that is where my return shipping address was located. Talking with Cheryl, she did confirm that upgrading would have been an option but it was already sent out and that if I still wanted to upgrade I'l have to pay the $45 upgrade fee and go through the whole warranty process again. Including shipping (again) this would have come out to a little over $55, and another month of not having a knife that I already paid $55 for. Note that the S30V model can be purchased for $70 at multiple locations.
Again, yes, the warranty was upheld; but I feel slighted. I honestly get the feeling of, "We don't want/need your money and our time is too valuable for a customers requested phone call".
So now I have a knife (in the mail) that I'm either just going to end up selling or will have a permanent spot in (the back of) my case, because I'm terrified that if I use it it's just going to break again.
I'm not saying that Kershaw makes bad products or anything like that (I own several Zero tolerance and Shun knives) but to say that I'm disappointed with the whole process is an understatement. Disappointed enough that I think I'm finished dealing with KAI for at least the time being, not only because of what they did, but what they didn't do. Again, no one was rude or mean just extremely neglectful. I hope (and it seems to be that way) that I'm the only one with an experience like this.
- Joined
- Jan 25, 2010
- Messages
- 463
The main reason I buy Kershaw is because they have the best customer service of about any company I have ever dealt with.
Maybe people should also keep in mind that you get more with honey than vinegar.
I asked Kershaw to sharpen and take the tango edge off my Blur Tanto and instead they just replaced it with a recurve, easy peasy=extremely happy, its like trying 2 knives for the price of one. It wasn't a free upgrade to S30V but it was a big upgrade in my mind.
I also had to send in a Mini Mojo to be sharpened and a new spring bar and lock arm, I think they just sent me another new Mojito.
In addition I have ordered replacement pocket clips and torsion bars, from the website at no cost.
Conclusion: Kershaw/Kai/ZT goes above and beyond the call of duty and has provided better than expected service to me. I cannot think of anything that needs to be improved at Kershaw except making those new cool knives quicker.
Maybe people should also keep in mind that you get more with honey than vinegar.
I asked Kershaw to sharpen and take the tango edge off my Blur Tanto and instead they just replaced it with a recurve, easy peasy=extremely happy, its like trying 2 knives for the price of one. It wasn't a free upgrade to S30V but it was a big upgrade in my mind.
I also had to send in a Mini Mojo to be sharpened and a new spring bar and lock arm, I think they just sent me another new Mojito.
In addition I have ordered replacement pocket clips and torsion bars, from the website at no cost.
Conclusion: Kershaw/Kai/ZT goes above and beyond the call of duty and has provided better than expected service to me. I cannot think of anything that needs to be improved at Kershaw except making those new cool knives quicker.
- Joined
- Feb 3, 2012
- Messages
- 976
I only have one return. It was a Kershaw National Geographic Carabiner Tool (made in Japan) that I use as a key chain. Never used the knife. It broke and I sent it back to Kershaw with a note that I do NOT want a China blade back. Please send me it back with my Japanese blade if need be. It came back brand new with the Japanese version NOT a cheap China subsititute. I was very happy!!!!:thumbup:
Thank You Kershaw.
I carry your 1670BLKST (made in USA) daily.
Thank You Kershaw.
I carry your 1670BLKST (made in USA) daily.
one more thing id like to add. a few months ago i had a problem with my kershaw leek, i emailed you guys about it and never heard back from you guys. it wasnt that big of a deal to me because i just took it back to the dealer and they exchanged it. but overall great service. I just remember having to deal with apples costumer service, my ipod wouldnt connect to the internet and they tried to make me pay so they could tell me something stupid like "it just needs to be turned off and back on". ive never heard of a knife companys cs being that bad, i guess kinives last longer, idk. anyway. i ordered pocket clip screws from you guys, i told you i didnt need the pocket clip but you still sent me a spare pocket clip anyway. outstanding. probably the best in the biz.
Last edited:
- Joined
- Dec 5, 2011
- Messages
- 1,346
I've always had great response from warranty/customer service except a few times where I've sent questions to the info address and not heard a response. I wasn't really expecting one though as I believe my questions were along the lines of "can you please tell me where have you shipped X rare knife to recently.. I REALLY WANT ONE!!!"
My biggest issue is that the dealer list on the website is pretty useless. I've been to probably 2 dozen "dealers" up and down the Oregon coast and in the Portland/Vancouver and Seattle metro area only to find several that the address listed is a FedEx/UPS/etc. store or an office building where a guy gets knives at his day job but doesn't actually sell them except maybe online. I have been to some pretty out of the way interesting places in my search for knives though. I never would have had any reason to see Elma Washington if I hadn't driven all the way there just to go to East County Knives. Freezing my nether regions off to wait in line for 5 hours at the factory sale, and then waiting another 2.5 the next day in a second round to meet Thomas is one of those memorable experiences where it wasn't fun at times but absolutely worth it in the end! I'm going to have to head over some time when I've got time and hope Thomas has time to regale me with stories of life in the trenches. Yeah.. I totally went off topic there again... I have a tendency to ramble. Sorry.
My biggest issue is that the dealer list on the website is pretty useless. I've been to probably 2 dozen "dealers" up and down the Oregon coast and in the Portland/Vancouver and Seattle metro area only to find several that the address listed is a FedEx/UPS/etc. store or an office building where a guy gets knives at his day job but doesn't actually sell them except maybe online. I have been to some pretty out of the way interesting places in my search for knives though. I never would have had any reason to see Elma Washington if I hadn't driven all the way there just to go to East County Knives. Freezing my nether regions off to wait in line for 5 hours at the factory sale, and then waiting another 2.5 the next day in a second round to meet Thomas is one of those memorable experiences where it wasn't fun at times but absolutely worth it in the end! I'm going to have to head over some time when I've got time and hope Thomas has time to regale me with stories of life in the trenches. Yeah.. I totally went off topic there again... I have a tendency to ramble. Sorry.
Last edited: