Emerson Kershaw Cqc-7K Pocket Clip FAIL!?!?

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Smokinape said:
Thanks for the advise, thats what I am planning to do... I have the cqc-6k being delivered in a few days so hopefully I will be able to get something worked out...
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My advice, don't even call back, send an email with the model number/pocket clip replacement request form (if you go on the site you'll see what I mean)

As I stated above the same problem happened with me, wtih the Thermite model. One email, with the model number and short explanation of the problem, it was taken care of almost immediately.

I think with an email, if someone doesn't know what they're talking about (like this lady may have not known) it'll automatically get passed along to someone who does. Just my two cents.
 
RedLynx said:
My advice, don't even call back, send an email with the model number/pocket clip replacement request form (if you go on the site you'll see what I mean)

As I stated above the same problem happened with me, wtih the Thermite model. One email, with the model number and short explanation of the problem, it was taken care of almost immediately.

I think with an email, if someone doesn't know what they're talking about (like this lady may have not known) it'll automatically get passed along to someone who does. Just my two cents.
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I will give it a try... Thanks...
 
The fact that someone in customer service wasn't able to help is a large problem and needs to be addressed.
 
That was an absurd response to your phone call, these are some of the NEWEST big name knives coming out at Kershaw, and an employee has the gall to state they don't exist? KAI cannot possibly be so large a company that employees have absolutely no idea of the products that are released, especially the newest ones. I would expect that worker's response if you were perhaps inquiring about a rare model knife discontinued 15 years ago... But the Emerson-Kershaws are brand freaking new. No excuses for a poorly trained employee KAI, none at all.
 
jeffsenpai said:
That was an absurd response to your phone call, these are some of the NEWEST big name knives coming out at Kershaw, and an employee has the gall to state they don't exist? KAI cannot possibly be so large a company that employees have absolutely no idea of the products that are released, especially the newest ones. I would expect that worker's response if you were perhaps inquiring about a rare model knife discontinued 15 years ago... But the Emerson-Kershaws are brand freaking new. No excuses for a poorly trained employee KAI, none at all.
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Totally agree, hopefully I can get better help via the form...
 
KnottyEagle said:
Oh no, the world is going to end over a $40 knife.
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I'll preface this by saying I think KAI probably has the best customer service of a production company in the business. Purely my subjective opinion based on my dealings with them.

Having said that, the OP's complaint is valid (especially considering that, as stated, they are well-known brand new knives that just hit the market).

It doesn't matter if it is a $40 dollar knife or a $4000 dollar knife, there is nothing wrong with bringing up problems with customer service. I have every faith KAI will make it right. It isn't like OP threw a fit, or suggested the world would end. It wouldn't even if the knife was 10 times the amount of money that it is. Price has no bearing on any customer service issue.
 
RedLynx said:
I'll preface this by saying I think KAI probably has the best customer service of a production company in the business. Purely my subjective opinion based on my dealings with them.

Having said that, the OP's complaint is valid (especially considering that, as stated, they are well-known brand new knives that just hit the market).

It doesn't matter if it is a $40 dollar knife or a $4000 dollar knife, there is nothing wrong with bringing up problems with customer service. I have every faith KAI will make it right. It isn't like OP threw a fit, or suggested the world would end. It wouldn't even if the knife was 10 times the amount of money that it is. Price has no bearing on any customer service issue.
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I agree with everything you just said. But, IMO, the OP came off as maybe a little harsh. I totally understand having a product that you're not satisfied with and especially because It's got a flaw or defect, but that doesn't constitute acting the way the OP originally did. Now, having the Kai representative not be familiar with their own product, I can see being frustrated. The representative isn't perfect, they'll make mistakes, just like everyone else. I suggest that the OP either do what you suggested, or give Kai a call tomorrow, explain your problem, and get the pocket clip screws that'll fix the issue.
 
KnottyEagle said:
I agree with everything you just said. But, IMO, the OP came off as maybe a little harsh. I totally understand having a product that you're not satisfied with and especially because It's got a flaw or defect, but that doesn't constitute acting the way the OP originally did. Now, having the Kai representative not be familiar with their own product, I can see being frustrated. The representative isn't perfect, they'll make mistakes, just like everyone else. I suggest that the OP either do what you suggested, or give Kai a call tomorrow, explain your problem, and get the pocket clip screws that'll fix the issue.
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I can see your point, certainly. When I had the same problem (different model of knife but exact same issue) I wrote to them with their online form and in less than 24 hours had new, longer screws on the way (with free extra screws and extra pocket clips I didn't even know about). All done, no fuss, no forum posting. I guess me being how I am I wouldn't post problems like that on the forum at all, unless I had spent a few weeks trying to resolve the issue to no avail... then maybe I would, but still might not. So the post isn't really my style either and in that way I totally see your point... but to each their own, and I hope with the online form option it'll get fixed for the OP.
 
RedLynx said:
I can see your point, certainly. When I had the same problem (different model of knife but exact same issue) I wrote to them with their online form and in less than 24 hours had new, longer screws on the way (with free extra screws and extra pocket clips I didn't even know about). All done, no fuss, no forum posting. I guess me being how I am I wouldn't post problems like that on the forum at all, unless I had spent a few weeks trying to resolve the issue to no avail... then maybe I would, but still might not. So the post isn't really my style either and in that way I totally see your point... but to each their own, and I hope with the online form option it'll get fixed for the OP.
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I've only had one real problem with any of the Kai knives I've owned and that was with my 0551, which was 100% my fault. Being me, I dropped it on the concrete...blade open. I thought it would look good with a sterile blade, so I sent it in with the $30 and got it back in about two weeks. No forum posting, no calling, no e-mailing, just a packaged box with the warranty form, knife, and $30.
 
KnottyEagle said:
I've only had one real problem with any of the Kai knives I've owned and that was with my 0551, which was 100% my fault. Being me, I dropped it on the concrete...blade open. I thought it would look good with a sterile blade, so I sent it in with the $30 and got it back in about two weeks. No forum posting, no calling, no e-mailing, just a packaged box with the warranty form, knife, and $30.
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I'm not really a public fuss guy myself, either. Just don't like sharing too many thoughts even if they're negative I guess.
 
KnottyEagle said:
I agree with everything you just said. But, IMO, the OP came off as maybe a little harsh. I totally understand having a product that you're not satisfied with and especially because It's got a flaw or defect, but that doesn't constitute acting the way the OP originally did. Now, having the Kai representative not be familiar with their own product, I can see being frustrated. The representative isn't perfect, they'll make mistakes, just like everyone else. I suggest that the OP either do what you suggested, or give Kai a call tomorrow, explain your problem, and get the pocket clip screws that'll fix the issue.
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Not sure I came across as "maybe a little harsh" or not but I am upset by this whole experience. I have been looking forward to these knives since they were announced at shot show and a large part of that is that they were advertised as being left hand friendly.

Now allot of folks are saying Kershaw will make it right and I hope they do but it should have been right from the start. This is an design flaw that made it past QC and then customer support is not only unaware of how to address customers but unaware of the product launch all together. I think it's safe to assume that this is one of the largest product launches not just for Kershaw but in the knife community in general.


People keep saying "just call" well I did and it went poorly. When I by a knife from Benchmade or Spyderco that says it's left hand adjustable it is right from the box. I don't need to call or fill out web forms.

When I posted my video it was a "heads up" to lefties who were in the same boat as me wanting a left hand frendly Emerson designed knife, it's not to bash Kershaw. I wish someone had given me a heads up, I wouldn't have ordered the 7K or the 6K that is on the way to my house right now.
 
RedLynx said:
I'm not really a public fuss guy myself, either. Just don't like sharing too many thoughts even if they're negative I guess.
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I like hearing the experiences of others, it helps me when deciding to spend money on a product or not... to me that is a large part of what a community is about.
 
So I just called back to Kershaw / KAI support, the guy I spoke to today said that they would be able to send some screws out, completely different than the call yesterday. I can only hope that enough people have raised the issue to the point Kershaw / Kai is organizationaly aware.
 
^^Everyone makes mistakes, glad to hear you called back and had a better experience.
 
Smokinape said:
So I just called back to Kershaw / KAI support, the guy I spoke to today said that they would be able to send some screws out, completely different than the call yesterday. I can only hope that enough people have raised the issue to the point Kershaw / Kai is organizationaly aware.
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I can assure you the people that get things done there are aware of it. I'm glad they're taking care of you now.
 
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