Disappointing Customer Service Refusal Due to Mod

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Rolex will not service a watch that has been modded in any way. If an owner simply replaces the bracelet with a different one, Rolex will not service the watch. Their position is the appearance is a fundamental aspect of the product. They did not put the "Rolex" brand on the altered product, so it is a counterfeit product. The altered product is not their design. Rolex has successfully taken legal action against companies selling altered watches with the "Rolex" brand on them, on the basis that they meet the definition of counterfeit. This is not to say it is illegal for an owner or third party to execute any mod they want. CRK may feel the same way as Rolex.

That said, I sympathize with the OP. A washer seems like a small thing to ask for.
 
I wonder what constitutes a non serviceable Modification in the eyes of CRK.

If for example a Sebenza has an aftermarket engraving and was reblasted in the process, would that void the warranty.
 
fq55 said:
If for example a Sebenza has an aftermarket engraving and was reblasted in the process, would that void the warranty.
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Modifications are basically any change to the knife that isn't reversible. Putting a different backspacer on, like one from https://www.jekylltohydedesign.com, is reversible. Blasting done by someone other than CRK isn't reversible and would be considered a non-serviceable modification.

CRK is really responsive as well, if you have questions they are the best to give you answers: http://chrisreeve.com/pages/contact
 
fq55 said:
I wonder what constitutes a non serviceable Modification in the eyes of CRK.

If for example a Sebenza has an aftermarket engraving and was reblasted in the process, would that void the warranty.
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Even scotchbright will void the warranty.
 
willc said:
Even scotchbright will void the warranty.
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Depends on how badly it's been done. I would encourage anyone thinking they want to sand down their scales to carry it for a few weeks and see how it goes.
 
fq55 said:
I wonder what constitutes a non serviceable Modification in the eyes of CRK.

If for example a Sebenza has an aftermarket engraving and was reblasted in the process, would that void the warranty.
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In the end it is their call. If they feel they can't get it back to their standards or it may be harmful, they are not going to touch it. Someone down the line may believe this inferior product is what they are putting out.
Take the scotchbrite- they could reblast it, but it may not have the crisp lines and this could reflect on them.
They spent years earning their reputation for quality and don't want to throw that away, on another's work. They are very nice people, and I am sure they wish they could help, but not at the expense of their business.
 
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Not a CRK owner at present but am certainly interested in the brand and in an effort to educate myself for potential future purchases I've begun some reading. This thread is a bit of a weird one. As a bit of a watch enthusiast the above comments about Rolex are accurate but at least you'd have the option to have the watch serviced independently as needed.

In this case it wouldn't appear that sourcing 3rd party washers are an option and while I agree that CRK has the right to refuse servicing on a knife that has been modified it's a bit of a bitter pill to swallow for the OP. So you buy a car and modify it, knowing full well you're voiding your warranty, and something goes wrong so you take your car to the repair shop. You know going in that the car won't be covered by warranty but then you're refused service even when you're willing to pay for it. You're left with a $xx,xxx, 3500lb boat anchor and a bitter taste in your mouth and not because they won't warranty it but because they won't even service it when you've got cash in hand.

I understand that Chris will only accept the best quality for his knives which is the major appeal in the purchase but I'd be a little hesitant in shelling out $375 at an authorized dealer to buy a Sebenza 21 today knowing that if there we ever some sort of accident that wasn't covered by the warranty I'd never be able to replace the blade.

I'm not here to crap all over the brand because, as my first sentence alluded to, I'm very interested in owning a CRK one day but after all, this isn't a disposable $30 knife. This is a grail knife. A "lifetime" knife; and if you can't get it serviced I think it becomes more disposable than CRK should be...
 
amngwlvs said:
This is a grail knife. A "lifetime" knife; and if you can't get it serviced I think it becomes more disposable than CRK should be...
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They are lifetime knives. There are some things which do not last a lifetime. I have an Original Sebenza, and I can't get the blade replaced for it. It's almost 30 years old, works perfectly good, but if I break it I can't replace it. That's how some things are.

CRK will happily go above and beyond on many issues for their customers. From blade replacements to whole knife replacements. They are tools and they warranty and maintain them as such.

I understand where you're coming from with the car analogy, but I don't quite agree. I hesitate to split hairs further on a topic I know even less about, but the risk of CRK working on the knife and creating a problem (because something breaks or renders the knife even more damaged) is real.
 
^^ one up :)
If you are worried about blade replacement, which is unlikely to be needed accept under warranty unless you abuse the knife, buy something that is still in production.
 
amngwlvs said:
Not a CRK owner at present but am certainly interested in the brand and in an effort to educate myself for potential future purchases I've begun some reading. This thread is a bit of a weird one. As a bit of a watch enthusiast the above comments about Rolex are accurate but at least you'd have the option to have the watch serviced independently as needed.

In this case it wouldn't appear that sourcing 3rd party washers are an option and while I agree that CRK has the right to refuse servicing on a knife that has been modified it's a bit of a bitter pill to swallow for the OP. So you buy a car and modify it, knowing full well you're voiding your warranty, and something goes wrong so you take your car to the repair shop. You know going in that the car won't be covered by warranty but then you're refused service even when you're willing to pay for it. You're left with a $xx,xxx, 3500lb boat anchor and a bitter taste in your mouth and not because they won't warranty it but because they won't even service it when you've got cash in hand.

I understand that Chris will only accept the best quality for his knives which is the major appeal in the purchase but I'd be a little hesitant in shelling out $375 at an authorized dealer to buy a Sebenza 21 today knowing that if there we ever some sort of accident that wasn't covered by the warranty I'd never be able to replace the blade.

I'm not here to crap all over the brand because, as my first sentence alluded to, I'm very interested in owning a CRK one day but after all, this isn't a disposable $30 knife. This is a grail knife. A "lifetime" knife; and if you can't get it serviced I think it becomes more disposable than CRK should be...
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Glad you’re considering a CRK! They’re great knives. A few things you are mistaking, however. When you buy a car and modify it knowing full well that the mothership will no longer service it, you have the option take it to an independent shop and they would be more than happy for your business. It’s not like the dealership refusing you is the end of the line as far as repairs go. And in the case of CRK knives, if you break the blade or somehow snap the scale in half in some freak accident, they will happily sell you a new blade and scale. But if you very intentionally put a hole in the blade or carved away on the scale to modify it to your liking, they won’t. There is a difference. Any accidental damage is an out-of-warranty repair, where your knife is still under CRK’s lifetime warranty but the repair must be paid by you because you broke the blade/scale which isn’t covered. If the new blade were to crack due to the press-fit thumbstud or the new scale friggin just broke somehow due to a manufacturing defect, they’d warranty it for you no questions asked.
 
aVyD said:
This is one of those situations where I should be the bigger man and just let it go. But I haven't had my coffee this morning and this particular situation has me between a figurative rock and a.. well a hard pill to swallow. The rock being you, a hardheaded pebble.
You obviously don't own a CRK, why're you replying on a topic in which you know nothing about?
Chris Reeve didn't build the company to make money. A lot of the money he made went right back into his company.
This next point has been stressed many times, but since you obviously cannot comprehend this simple concept, let me reiterate it for you in the simplest terms I can manage.

Washers are hand-fit to each knife. Washers are. Hand-fit. To each knife. Washer on knife. Washer is taken off. Swishswishswish on an abrasive surface. Washer back on. Washer cannot be hand-fit to a knife that is not present. No swishswishswish.

Hope that clears it up! Have a great day, sweaty neckbeard.
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rpstrimple said:
The point is that CRK fits the washers to the blade. Not all washers are potentially equal. When you buy a sebenza, you are getting a tool that is uniquely assembled. The washers are hand polished at assembly to adjust the action by CRK. So a new set of washers being mailed will not necessarily solve OPs problem. They need to be fit and adjusted by CRK to ensure the knife is up to spec. This isn't about making money, this is about preserving the integrity of their product, period. They have a right to do that, and they have invoked that right.
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I've been sent washers from the the mothership and they fitted just fine.
 
aVyD said:
This is one of those situations where I should be the bigger man and just let it go. But I haven't had my coffee this morning and this particular situation has me between a figurative rock and a.. well a hard pill to swallow. The rock being you, a hardheaded pebble.
You obviously don't own a CRK, why're you replying on a topic in which you know nothing about?
Chris Reeve didn't build the company to make money. A lot of the money he made went right back into his company.
This next point has been stressed many times, but since you obviously cannot comprehend this simple concept, let me reiterate it for you in the simplest terms I can manage.

Washers are hand-fit to each knife. Washers are. Hand-fit. To each knife. Washer on knife. Washer is taken off. Swishswishswish on an abrasive surface. Washer back on. Washer cannot be hand-fit to a knife that is not present. No swishswishswish.

Hope that clears it up! Have a great day, sweaty neckbeard.
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Maybe you're not consuming enough soy.
I bet you've never even taken apart your knife before because I've been sent washers from the the mothership and they fitted just fine.
 
You’re wrong, but I’ve got better things to do than waste any more time arguing with a mouth-breather. Drag your knuckles a little more, ape.
 
Llasi said:
Anyone know the measurements of the two washers of a Small?.
Or where to buy ones that are compatible?.
For me it is a nightmare to send to CRK because of customs. I have already suffered it.
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Which customs, and what happened? I thought crk was mostly safe from their bs.
 
EveryDayTaco said:
I bet you've never even taken apart your knife before because I've been sent washers from the the mothership and they fitted just fine.
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I kinda doubt it. Not saying that you're a liar or anything, because I hardly know you, but CRK's policy since <dawn of time> has been to not send washers out for the Sebenza, Mnandi, Umfaan, etc. Maybe you were sent some Umnumzaan washers, maybe you begged on the phone, who can say.

I'm not shocked this thread has take the turn for the worse, I'm a little surprised it didn't happen earlier.
 
Firstly, thanks to all the more senior members who are more knowledgeable on CRK and offered their input in relation to mine.

Josh K said:
They are lifetime knives. There are some things which do not last a lifetime. I have an Original Sebenza, and I can't get the blade replaced for it. It's almost 30 years old, works perfectly good, but if I break it I can't replace it. That's how some things are.

CRK will happily go above and beyond on many issues for their customers. From blade replacements to whole knife replacements. They are tools and they warranty and maintain them as such.

I understand where you're coming from with the car analogy, but I don't quite agree. I hesitate to split hairs further on a topic I know even less about, but the risk of CRK working on the knife and creating a problem (because something breaks or renders the knife even more damaged) is real.
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I'm happy to hear that they will go above and beyond for customers - that is certainly a vote of confidence and having watched the CRK shop tour online I wouldn't have expected much less of Chris. Of course, there will always inevitably be the issue with almost any specialty item designed to last a life time - parts can't be made forever for discontinued products. I can understand that, financially I just wouldn't make sense to keep making parts for discontinued product in the event you need a couple a year for warranty, maintenance, etc.

Your last point about CRK damaging a customers modded knife further is something I hadn't thought deeply about but I can understand that being a legitimate concern. Thanks for the reply!

Peter Hartwig said:
^^ one up :)
If you are worried about blade replacement, which is unlikely to be needed accept under warranty unless you abuse the knife, buy something that is still in production.
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Certainly a novel thought. :D I currently view a CRK as an heirloom piece (don't get me wrong, if I buy one it won't be a safe queen) and I would want it to last not only my lifetime, but could be passed down. Other brands/knives don't really evoke that feeling the same way so knowing you could replace parts forever as a fail safe is peace of mind on a $375 folder. Though I fully understand, that isn't realistic.

aVyD said:
Glad you’re considering a CRK! They’re great knives. A few things you are mistaking, however. When you buy a car and modify it knowing full well that the mothership will no longer service it, you have the option take it to an independent shop and they would be more than happy for your business. It’s not like the dealership refusing you is the end of the line as far as repairs go. And in the case of CRK knives, if you break the blade or somehow snap the scale in half in some freak accident, they will happily sell you a new blade and scale. But if you very intentionally put a hole in the blade or carved away on the scale to modify it to your liking, they won’t. There is a difference. Any accidental damage is an out-of-warranty repair, where your knife is still under CRK’s lifetime warranty but the repair must be paid by you because you broke the blade/scale which isn’t covered. If the new blade were to crack due to the press-fit thumbstud or the new scale friggin just broke somehow due to a manufacturing defect, they’d warranty it for you no questions asked.
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Thanks, I've heard great things! They admittedly didn't do much for me a few years back but the lust is coming around!

You bring up a valid point about being able to service your car at other mechanics - the car thing may not have been the best analogy when I had mentioned servicing a Rolex independent in the paragraph above... o_O

Those freak accidents are what I was referring to... In the very unlikely circumstance that you break a blade, scale, etc and they deem it not covered by warranty the option to buy a replacement blade at your own expense is certainly nice on something like a Sebenza 21, which you can still buy new from an authorized dealer. Although, from what I've read, I don't think it would ever be an issue!


Hopefully the OP can get this sorted out somehow. If the lack of washer availability renders the knife useless and OP needs to replace it, I some how doubt after all of this he'd replace it with another Sebenza.
 
I mean absolutely no disrespect to OP or anyone in this thread, but when you make a permanent modification to a knife that is not intended by the manufacturer, you own all consequences from that point forward. So you can either 1) accept the consequences 2) not buy a modded knife. It is pretty simple when it comes to CRK. I don't know why so much hemming and hawing is going on about this. Of course it is upsetting when something happens, like with OP, and the warranty is void. But that is a risk you take.

If you want a spydie hole, buy a spyderco, if you want an emerson opener, go buy an emerson, if you want a flipper, go buy a flipper. Enjoy the knife as it was intended from the manufacturer.
 
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