Disappointed in Buck’s warranty service!

BillMPL

BillMPL

Joined
Aug 27, 2005
Messages
211
It seems that Buck's warranty work has really gone down hill. I recently sent my Buck 347 Vantage Pro in for warranty service repair because one of the screws for the pocket clip had broken off in the knife and two screw holes in the metal frame had become stripped. Five weeks later I get the knife back and upon opening the box the first thing I notice is that the blade swings open on it’s own without the detent holding it in at all. I’m thinking there’s probably some dirt keeping the detent from engaging and so I’m pretty bummed that the knife hadn’t been cleaned or even looked over before being returned. I’m also surprised thinking that the knife is that dirty because I had thoroughly cleaned it recently.

So I open up the knife to clean it and I find the thing is filthy! The washers are completely worn out and falling apart and the detent is completely gone! Totally rubbed away, no detent at all. To sum this all up I’m quite certain I did not receive the same knife back that I had sent in. I know for a fact that the washers and detent were fine when I sent it in. So not only was the knife sent back to me without safety checking it or cleaning it, but they sent me a knife in worse shape than I had sent them.

I’m really surprised by this, I expected a lot better from Buck knives. Needless to say, they've lost a customer.
 
Why don't you contact them? Let them know that you think they sent the wrong knife. I'm sure they will take care of you.

Bert
 
This forum shouldn't be your FIRST stop with a customer service & support problem.....
Any endeavor in which human beings are involved will have mistakes...
In the case of BUCK, I would say it is by accident and not by intent.
It's not fair to flame without allowing them an opportunity to correct.
 
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I understand you're pissed, but you have to trust Buck to make it right. Call them and they will make sure they take care of it.
 
I recently had an issue with a custom 110. They made it right extremely quick. Just weighing in with my own experience. Not trying to be that guy...just wanted to give you hope in your own situation. Even if you quit Buck,m make sure you get this one done right. Good luck.
 
Bill, your disappointment is completely understandable, yet as DeSoto mentioned, this is not a customer service forum. Does BKI make mistakes? Sure, who doesn't. There are few certain things in this world, but I am certain that if you give BKI a call, they will resolve the problem to your satisfaction. Give them a chance and see if I am right.
 
I guess you're right, mistakes can happen. I'll give them a second chance and call to see if they resolve the issue. I just don't want to have to pay another $5 to send it in and wait 5 more weeks.

I'll let you know what happens.
 
Question. How did the screws get broken off and stripped? Just curious since if I remove screws and strip them out in the process I don't consider that a warranty issue. Same with breaking off a screw. I've never done that using or carrying a knife other than catching the pocket clip and that broke the clip, not the screw.
 
I sent in a Buck 181 Odyssey with a very worn blade and screws stripped out of the clip holes.. Although they did not have any more ATS34 blades they sent me a brand new 181 in a few weeks. As others have said, give them a chance. They will make it right.
 
Badhammer said:
Question. How did the screws get broken off and stripped? Just curious since if I remove screws and strip them out in the process I don't consider that a warranty issue. Same with breaking off a screw. I've never done that using or carrying a knife other than catching the pocket clip and that broke the clip, not the screw.
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I would consider it a warranty issue if upon normal maintenance these things occur. There was no abuse involved. I've worked on many knives over the years and never had so many issues before. The pocket clip kept coming loose in spite of using loc-tite. I was tightening it up again and it snapped with very little pressure. The holes in the frame that became stripped happened from just using the knife, not even tightening the screws. I found the frame getting looser and upon trying to fix it the screws just wouldn't grab.
 
Thanks for the reply Bill. I was wondering since per Bucks website it states:

http://www.buckknives.com/about-knives/bucks-forever-warranty/

For liability reasons, we do not sell or send individual blades, parts, or anything that would require disassembly of the product, through the mail. Our products are designed to be disassembled by our factory-trained personnel only. Attempting to disassemble your Buck product yourself could result in lost components, compromise the knife's functionality and void the warranty.


The bold area was added by me. I see quite a few screw issues with a lot of different knife makers. Just because a knife is assembled with screws I'm not sure that means it's supposed to be taken apart?
 
OK, you guys were right. I should have given Buck the benefit of the doubt and called them in the first place.

I contacted them and, after they apologized, they told me to ship the knife back to them and they will send me a brand new one along with an extra knife to compensate for the shipping charges/trouble and they will make sure I get it delivered back to me in a week. Now that sounds like pretty good customer service!

I guess I was feeling that I had just gotten through experiencing their warranty work and it wasn't going to be worth it to contact them again, never considering that maybe it was just an honest mistake. I'll post a follow up when I receive the new items.

Thanks to all for the advice and thank you to Buck Knives for making things right.
 
BillMPL said:
OK, you guys were right. I should have given Buck the benefit of the doubt and called them in the first place.

I contacted them and, after they apologized, they told me to ship the knife back to them and they will send me a brand new one along with an extra knife to compensate for the shipping charges/trouble and they will make sure I get it delivered back to me in a week. Now that sounds like pretty good customer service!

I guess I was feeling that I had just gotten through experiencing their warranty work and it wasn't going to be worth it to contact them again, never considering that maybe it was just an honest mistake. I'll post a follow up when I receive the new items.

Thanks to all for the advice and thank you to Buck Knives for making things right.
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Calling first is good. :)

But I too am guilty of making a pissed off thread before contacting customer service a few years back with another manufacturer.
It's difficult to always do it right when you're pissed off at that moment.
 
stabman said:
Calling first is good. :)

But I too am guilty of making a pissed off thread before contacting customer service a few years back with another manufacturer.
It's difficult to always do it right when you're pissed off at that moment.
Click to expand...

Since I had just finished dealing with their warranty service, I figured there was no point in contacting them again. Gladly I was wrong. ;)
 
Yes,Buck will fix any problems,even ones that aren't under warranty,they still go good for them.
 
Buck has one of the "best Warranty's" in the Knife Community that you could ever want as they are there for "you" 100% of the time.!** Hard to beat that kind of standing behind a product in today's world of rough and tough exposure and abuse that we put our Knives through.* ( no I don't baby my Knives. ) lol
 
Sent in three Buck knives and two weeks later I got them back! Didn't charge me a single penny! Best experience ever!
 
Well this makes me a bit nervous. I just sent my Buck 194 in for a loose rivet yesterday. It was the last thing my dad gave me before he passed away. Sure hope they don't accidentally send it to someone else.
I didn't want to sleep for the next few weeks anyways.
 
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