Customer Service - CRK

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Brian6244

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Aug 25, 2004
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I am posting this hear because I believe that this level of customer service should not go unrecognized.

A couple weeks ago I sent my small Sebenza to CRK for a blade repolish and general tune-up/cleaning. Today I get a call from Heather at CRK informing me that the knife is ready to return, and requesting payment information. Also, as it turns out they found a small crack in blade when they removed the thumb lug (note that I do put this knife to some serious use) so they replaced the blade. As a result of the replacement I owe them $15 for polishing the new blade. This to me sounds like a sweet deal. I'm getting a new blade for $15. Note that I sent it in for a polish/sharpen/clean/tune anyway, so I was prepared to pay at least this much without receiving a new blade. So, happily I give Heather my payment information and hang up the phone, a very happy customer.

As if that wasn't enough... a few moments later the phone rings. It's Heather again. This time she has called to tell me that Chris happened to overhear our conversation and asked that she call me back to tell me that he did not want me to be charged for the polishing of the replacement blade.

This impresses me beyond explanation. It is an example of excellent customer service made even better.
 
Kinda makes the whole "Idaho Made" thing seem a little trivial, don't you think?

Fantastic company.
 
It's always good to see appreciation like this for the way CRK operates. They don't consider Customer Service a profit center but treat their customers well.
 
It is instances like these that make me feel good about purchasing quality products when there is great customer service behind the product. I started collecting knives about 2 months ago and I already have 3 large sebenzas and 1 umnum because of great stories like these. Thanks for sharing.
 
This is why I will always be loyal to CRK. Actually, this and the fact that they are the best knives that I have ever owned.:D
 
I sent in a small 21 to have a cabochon added and change all that was blue to silver, including the thumb stud. Heather called to say they changed the stud to a double and did I want them to change it to a single as ordered. I said no, I'll take the double and offered to pay for it. She said no, no no, it was their mistake and paying for it was not the issue, she just wanted me to be happy with it. So I got free double thumb stud.

And then I went on to buy 9 more Sebenzas.
 
That is a really cool story. I agree this is yet another reason, I keep coming back to CRK for purchases. Customer Service goes along way with me!
 
they are great people! makes you wonder why the negative threads pop up now and then. I guess there is always some one out there just wanting to tarnish the integrity of a company... this story just reaffirms why they are so highly respected in the knife industry.
 
Providing excellent service that keeps customers for life: some folks live by it, others will never understand. :thumbup:

Thanks for posting that.
 
Great people! Just makes my new(to me) Large Classic BG42 Sebbie that's residing in my right pocket right now, an even sweeter knife to me.
 
I love CRK's customer service. I had Chris answer the phone on a Friday when I called to leave a question message about my Umnumzaan.
 
keepitsimple said:
I'm feeling better all the time about having purchased my first Sebenza.
Click to expand...

Ditto, I'm absolutely loving my Lg 21!
Hearing stories like this of OUTSTANDING customer service makes me happy my money went to CRK. (and will again in the future!) I can't stand bad service, even if a product is the bees knees I will not support it with my $ if they treat their customers bad. Companies like CRK that go above and beyond to serve their customers really impress me, and I will happily spread the news about them to anyone in the market for a good knife.

cheers!
 
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