Customer Service-Best & Worst?

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Dec 17, 2007
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Of those that have needed to use the Customer Service/Warranties of knife manufacturers, which do you consider to be good and or poor?
Luckily, I haven't had any bad experiences yet:
1)Mantis-The best so far. Not only do you get to speak directly to the owner, but he gave me a choice of a replacement, other models of equal value, OR my $ back.
2)Victorinox-Replaced my DECADES old SAK with a brand new Swiss Champ! (Only negative was it took about 6 weeks).
3)Boker-Needed some replacement hardware. Sent it out no charge, and very fast.
 
I have used Spyderco, Benchmade, Buck, CRK, and Al-Mar so far and all have responded quickly and satisfactorily to my problems. I'd have to say that, at this point, they're all tied for tops in my book.

Only Al-Mar and Benchmade handled warranty issues. The others were for user-created problems. Even though I was not the user that created the problems in most cases, the companies handled the repair work very nicely.

I usually phone the company before sending anything in and I was able to speak to a company rep in each case. The person was polite, knowledgable, and gave me good direction about returning my knife for the work.
 
Let’s see if we can find the right forum …
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I've been lucky so far. No bad experiences.

Good experiences:
Spyderco

Great experiences:
K9 Knives, R.A.T. Knives

Astoundingly great experiences:
Busse Combat Knife Company, Swamprat Knife Company

With time, I'm sure I'll gather more experiences.
 
Great: Kershaw, Spyderco, Victorinox, Sog
Good: Boker, Buck, Ontario, Benchmade, Schrade (USA)
Okay: Al Mar, Columbia River
Poor: Cold Steel, Schrade / Smith & Wesson (Taylor Cutlery)
 
I've only dealt with Benchmade and Dalton Combat.

Both experiences were positive, so they get a "thumbs-up!".
 
i've had good luck with most makes, strider, spyderco, emerson, BM, all good.

microtech can be kinda "iffy".

the old REKAT company would usually fix things good enuff but would bitch about it so much it always chapped my butt lol, kinda like when my girlfriend is cooking, or trying to cook lol.
 
I've only ever needed warrantee work with Ontario – but they took my used knife with a leather washer handle where the leather disks were sliding apart, and sent me a new knife. I've subsequently sent it to a trooper in the 82nd Airborne.

I've never needed warrantee work on my Chris Reeve, Benchmade, Victorinox, Randall, Matt Harildstadt, Mad Dog, or Camillus knives.
 
CRKT sent me new folder parts without question when requested, and more than I asked for. Cold steel sent me 4 battle axes when the original 4 got lost in transit, and had me keep the other 4 when they showed up at no charge. Spyderco took a while to send back my GF's Meerkat when the edge would flatten out closing against the back spacer. Leatherman has taken a long time to get stuff back to me, sent me new product when I made it clear by taping the note to the product that I wanted the original back, and given me the run around about getting me product back but made everything Ok in the end. Bear MGC kept my knife for 6 months without doing anything after one scale fell off- they only fixed it (poorly) after I got irate. Case knives would not respond to my concerns about 4 brand new knives with issues, even after 2 emails that did go through.

Those are my experiences!
 
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