Customer Service Resolved all issues on a 560!!

jimmer_5 said:
Marty,

I am sorry to hear about the issues with your 0560. I will make sure I look at this knife personally, and I'll make sure it's right before it goes back to you. I'm sending a PM your way.

Just so you're aware, it looks like CS replaced the entire titanium handle scale, and the part they had was one of the earlier style handles with the machined lockbar cutout - that's why it looked larger to you. Have no fear, we will make sure these issues are resolved.

- Jim
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That is AWESOME! :thumbup: Hey, wanna have a look at my Tilt while you're at it?? :D:p
 
I hate hearing about long waits for a product... my local enabler still had 0550/0551/0560/0561's on display Saturday last. Local purchases can be at a higher cost - but at least you can determine if you like the knife before buying it. I left a Tilt there - just not 'me'! Add 9+% s/t, and buying locally can be dear - still, check your local vendors. To defend the ZT QC, every one of the 0560/0561's I looked over was perfect. Mine came as an unopened 0561 box. My minor dealing with Kershaw over some stripped Dam Leek screws was extremely satisfying - and it was my fault. Give them another shot - and then you can tell us how good they are!

Stainz
 
I got an email back from Brittany Shanafelt. She advised she will send a ups call tag. So far so good. I will keep you guys posted. I would like to add that EVERYONE I have corresponded with on any cs and warranty issue at Kershaw/ZT has always been very helpfull and very accomodating. And I truly appreciate all of their help. They are the best.
 
I totally understand not being happy about what happened with the knife. The only thing else I would say Is that I wish you would have given KAI a second chance before publicly airing the dirty laundry. EVERYONE makes mistakes as we all know. Had this been a case where you got the knife back and werent happy and actually contacted KAI usa to see what happened and they told you to get lost or refused to resolve the issue then I can see a public lashing being in order. Its an unfortunate set of circumstances that took place in your case and in all my experience with KAI warranty service its a rare thing to have happen. I really do hope your issues get taken care of. And I will ask that when it does get taken care of that you let us all know about it. I think many times we are quick to complain when things dont go how we hope yet never speak up when service is exceptional. BTW the lock bar stabilizer hole is the standard size. Even on my newer knife with the thin lock bar cut the LBS cutout is larger than the original LBS i had installed. The actual lockbar cut may enhance the effect.
 
PURPLEDC said:
I totally understand not being happy about what happened with the knife. The only thing else I would say Is that I wish you would have given KAI a second chance before publicly airing the dirty laundry. Its an unfortunate set of circumstances that took place in your case and in all my experience with KAI warranty service its a rare thing to have happen. I really do hope your issues get taken care of. And I will ask that when it does get taken care of that you let us all know about it.
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edited quote. What I agree with and second is left intact.
Personally, KAI customer service has been excellent.
 
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Bad form on the title of the thread.

It's not fair at all to say "Customer Service BLOWS it on a 560!!" when you're still in the middle of resolving the issue with customer service. I understand your frustration but it's always better to fully evluate the situation before jumping to conclusions and posting a nasty thread like this. I could understand a thread like this if the situation was never resolved...
 
PURPLEDC said:
I totally understand not being happy about what happened with the knife. The only thing else I would say Is that I wish you would have given KAI a second chance before publicly airing the dirty laundry. EVERYONE makes mistakes as we all know. Had this been a case where you got the knife back and werent happy and actually contacted KAI usa to see what happened and they told you to get lost or refused to resolve the issue then I can see a public lashing being in order. Its an unfortunate set of circumstances that took place in your case and in all my experience with KAI warranty service its a rare thing to have happen. I really do hope your issues get taken care of. And I will ask that when it does get taken care of that you let us all know about it. I think many times we are quick to complain when things dont go how we hope yet never speak up when service is exceptional. BTW the lock bar stabilizer hole is the standard size. Even on my newer knife with the thin lock bar cut the LBS cutout is larger than the original LBS i had installed. The actual lockbar cut may enhance the effect.
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I totally understand your position. When I initially developed the problem I pm'd a member here to let him know I was going to send in the knife. I did not post anything at all about the problems I had other than the sharp jimping, which I fixed on my own. I wanted to wait for ZT to fix the knife so I could brag on thei customer service. They really do have the best customer service in the business.

When I got the knife back I will admit I was pretty dissapointed in what had been done with it. And I did come across pretty strong. I do apologize for that.

I have been in contact via phone with Brittany Shanafelt and she is sending a ups label for me to ship my knife back to them free of charge. Guys, like I said earlier, everyone that I have corresponded with or talked directly with has been absolutely wonderfull. I commend all of them for how they are handling my case.

With that said, I also believe we all make mistakes. It happens. It sucks when it happens to you tho. In my case I went from being super happy about getting a box from Oregon to wondering how the 0560 got out of the shop like it did. Something else guys. I try my best to be honest in all I do. I don't use a fake identity online. I use real photos of me and my family. So I hope that anything I may try to say has some credibility with you guys.
 
Zidane said:
Bad form on the title of the thread.

It's not fair at all to say "Customer Service BLOWS it on a 560!!" when you're still in the middle of resolving the issue with customer service. I understand your frustration but it's always better to fully evluate the situation before jumping to conclusions and posting a nasty thread like this. I could understand a thread like this if the situation was never resolved...
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You are right. I fixed the title so it should be more acceptable and fair.
 
mley1 said:
I totally understand your position. When I initially developed the problem I pm'd a member here to let him know I was going to send in the knife. I did not post anything at all about the problems I had other than the sharp jimping, which I fixed on my own. I wanted to wait for ZT to fix the knife so I could brag on thei customer service. They really do have the best customer service in the business.

When I got the knife back I will admit I was pretty dissapointed in what had been done with it. And I did come across pretty strong. I do apologize for that.

I have been in contact via phone with Brittany Shanafelt and she is sending a ups label for me to ship my knife back to them free of charge. Guys, like I said earlier, everyone that I have corresponded with or talked directly with has been absolutely wonderfull. I commend all of them for how they are handling my case.

With that said, I also believe we all make mistakes. It happens. It sucks when it happens to you tho. In my case I went from being super happy about getting a box from Oregon to wondering how the 0560 got out of the shop like it did. Something else guys. I try my best to be honest in all I do. I don't use a fake identity online. I use real photos of me and my family. So I hope that anything I may try to say has some credibility with you guys.
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Sorry Marty, way too much drama in your approach to seeking resolution to your problem.

One can only imagine the problems that KAI customer service has dealt with given the volume of knives they sell. Fortunately we don't have to endure the details of which some were likely to have been much worse than yours.

No offense just stating my thoughts.
 
No offense taken 2 shot. I admit to being a bit hot headed sometimes. And I admit this was one of those times. Could I have handled it differently? Sure I could have. I have learned over the years that it is good for me to vent sometimes. And I guess this was one of those times. I do appreciate you guys commenting. And trust me, after almost thirty years working in corrections there isn't anything you will say to offend me. I am the kind of fella who don't mind admitting his faults, or when he is wrong. And I do appreciate you guys listening to my venting and giving your opinions. I am very glad KAI has some really great employees too. I know they must face some tremendous challenges each day.
 
I'm willing to bet that in 2 weeks you'll get the knife back, hand checked by Jim, and everything will be infinately better.
 
mley1 said:
I totally understand your position. When I initially developed the problem I pm'd a member here to let him know I was going to send in the knife. I did not post anything at all about the problems I had other than the sharp jimping, which I fixed on my own. I wanted to wait for ZT to fix the knife so I could brag on thei customer service. They really do have the best customer service in the business.

When I got the knife back I will admit I was pretty dissapointed in what had been done with it. And I did come across pretty strong. I do apologize for that.

I have been in contact via phone with Brittany Shanafelt and she is sending a ups label for me to ship my knife back to them free of charge. Guys, like I said earlier, everyone that I have corresponded with or talked directly with has been absolutely wonderfull. I commend all of them for how they are handling my case.

With that said, I also believe we all make mistakes. It happens. It sucks when it happens to you tho. In my case I went from being super happy about getting a box from Oregon to wondering how the 0560 got out of the shop like it did. Something else guys. I try my best to be honest in all I do. I don't use a fake identity online. I use real photos of me and my family. So I hope that anything I may try to say has some credibility with you guys.
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Were all human and we all make mistakes....Some times it's easy to type our thoughts before thinking things through.

I have had high dollar customs and the makers didn't pay shipping and charged to repair them and they were returned with the same problems.
 
Jim contacted me already. And I am following his instructions.
 
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hey man, I know how it goes too. Ive had issues with CS with certain purchases in the past. But then Ive also had companies bend over backwards and then some. KAI being that company. They have taken care of me so well that I actually feel guilty if I buy a knife from another manufacturer.
 
For some reason, maybe it's their visibility here on BF and their popularity in the knife world, anytime ZT/Kershaw/Kai sneezes there's a thread on how f'd up it is. That, combined with the fact that I have yet to read something about them not making it right and I'd be pulling my hair out, pulling the cat 5 out and going to live in the woods if I were Thomas. It's not just you Martey, but it's everyone.
 
I had a slightly similar situation where my torsion bar broke less than a month after I got it replaced n re sharpened.

I was in contact with Brittany, who is very nice and imformative, and quickly got a few torsion bars real quick in the mail, enough to last a lifetime.

Overall KAI and Brittany more than made it right.

My torsion bar had a crack in it when I replaced it.

Sometimes it might take once or twice to be fully satisfied, but you got both moderators and personal attention to fix the issue. You had a hiccup maybe twice but I still quantify this as excellent customer service.
 
Thomas W said:
That day is close, very close.
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Thomas, I am sorry man. We love you here. YOU are one reason I really started getting into Kershaw and ZT. You guys at KAI have incredibly high standards, and it shows.
 
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