Exceptional Customer Service from Benchmade--with pics

E

ElBee

Joined
Dec 2, 2013
Messages
185
Hi,

I have a 940-1, which I love. It's number 201 of the first 750. I bought it to be a user, so I didn't really care about that, and in fact I didn't know the first 1,000 would be marked on the blades. The 940-1 carries so well for a larger blade it's remarkable. While I love the knife's profile, weight and egos, my 940-1 had some QC issues. The bevel was way off, and I didn't want to try and re-profile the first S90V knife I ever had. Being off on the grind at the heel of the blade did not concern me as much as how wide it got at the tip.

It was also extremely off center. More than just cosmetic, it was over far enough that the blade would rub on the scale. I tried multiple adjustments listed here on the forum, and it simply made no difference. When all the screws were tightened back up, the blade was back to where it wanted to be. I have a Ritter Mini and a Mini Barrage, and both have been good knives. I adjusted the Ritter with no problem, and it's centered just fine now.

I was on the fence about what to do with the 940-1, but finally decided to send it in with my CC number, and if I had to pay to have anything fixed I would. I didn't call first, and I didn't even e-mail. I filled out and printed the forms on-line at Benchmade's site, and sent the knife in via Priority USPS with extra insurance. I included a note that listed the problems, and told them that whatever wasn't under warranty should just be fixed. I told them I really loved the knife, and that it was a user, but the blade needed more help than I could give it, and the centering was way off and I couldn't find a simple fix for it. I included my CC number on the form as instructed.

About a week after that I got an e-mail letting me know my knife had arrive and was in the process of being repaired/sharpened. I was supposed to get an e-mail notification when it shipped out, but instead I got a Priority Box from Oregon with my 940-1. The BM tech guys went above and beyond on my knife. It is centered, it is as smooth as butter, the blade was replaced, and it has an excellent bevel.

What really blew me away is that they even took the time to have the markings that note that's 201 of the first 750 lasered onto the new blade.

I've read a lot of threads on this forum. I guess I read a lot more than I post because I feel like I'm still learning. I've seen some unhappy owners, and some longtime Benchmade fans who don't necessarily see eye to eye on what standard of quality we should expect from the factory. In my case I was fine with sending the knife in and getting it fixed even if it meant a charge from BM. I never expected them to go as far as they did to my knife, particularly when I told them it had been used and it would be used again.

My experience with BM customer service is as good as I've ever had with any company. It's something I won't forget any time soon, and it will certainly factor into my decision the next time I consider buying a Benchmade--though the 940-1 is so nice I don't know what else I'd want to carry...at least for now.

Here are some before--first 3 and after--the last 2-- pics of my knife.
B41.jpgB42.jpgB43JPG.jpgAFTER 2.jpgAFTER1.jpg
 
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Its nice that they took care of you, but it's a shame you had to send it in to begin with.

By most accounts, the 940-1 is an expensive knife that should not have those types of problems right from the factory.

Glad it all worked out for you though.
 
Nice... It is really cool they went the extra mile and marked your new blade with the production number.

There has been a lot of talk about the current QC. I agree new knives shouldn't have to be sent in, but it does happen. Fut for the most part, BM's CS has always been outstanding.
 
I'm sorry to read about your troubles with that expensive 940-1. I've always thought there are two teams up there, the ones that build the knives and the ones that do the warranty repairs. Having at least the option to return them, and have them come back to us as yours was, is a good ending. But that ending does not inspire the confidence one would expect. I am glad it worked out for you!
 
Thanks.

It was sort of bittersweet to some extent, but getting everything--and more than I asked for--taken care of, does make a big difference. The fact that the 940-1 is a rockin' EDC blade doesn't hurt either.

I touched on it in the post, but I'll say again just how smooth my knife is now. I took my Mini Ritter apart and polished the faces of the blade down by the pivot because they were stone washed. I polished the washers and the pivot face as well. It's a smooth knife. This is just as good, and the tension it's set at right now is perfect. I'm not taking it apart right now, but I did notice the bronze washers seem to be a lot thicker than the stock version that came on my knife.

As far as the blade goes, it's got a bevel that I can easily maintain, and actually I got an Edge Pro recently, so I'm sure hoping I can even improve on it at some point. So far, I've been practicing on all my friends and neighbors cheap kitchen knives. I want to get it dialed in before I try it on any of my good knives.
 
That's exactly what I did when I got my Apex system, and with grateful neighbors; nearly all of them didn't know how to sharpen their knives.

I think our grandfathers, mine a farmer, knew how to out of necessity, but these days it's hard to simply find a sharpening service. On Benchmade, I read what you're saying. With the exception of only one out of a whole bunch of their product sent up for servicing, every one of the rest came out of that famous gray repair box just as I hoped they would, and with their promise that If I needed to send something up for a second time I was welcome - yet that's never happened.

Just a note on my part, on the EP Apex, I usually run my blades from 320 down to 600 on the stones. After that I hone the edge with the included ceramic rod, great as a standalone tool for light touchups, and stropping on a 12" piece of leather. Works every time!

Cheers,
Joe
 
It's unfortunate you had to go through that with such a nice knife, but sounds like BM went above and beyond to make it right for you. Great to hear positive customer service experiences, and wish that more companies shared that philosophy. Beautiful knife and glad it all worked out!
 
As a new dealer with Benchmade I can say their staff has been the absolute best to work with of any brand we sell! Every person we talk to is beyond top notch professional. I have to imagine if their customer service is as good as their sales and support team then my customers will always be well taken care of!

Thanks for sharing your story!
 
I had the same problem with with my 940; it was so off-centered that the blade was rubbing the liner. BM did fix it, but it required a 1.5 week turn-around with shipping at my expense. At a $240 MAP pricing this poor QC is unacceptable. I then stupidly bought a pricey KW exclusive 710 (M390 w/ blue scales) and ran into the another problem. The tip of the blade was sticking out and cut me. BM should get it right the FIRST time and not require their customers to do the QC. I am done with BM for good.
 
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Just got my BM 710 back today, new blade and two extra clips! Serious service from these guys in Oregon, with turnaround in less than a week. Now I have to figure out which knife I want to put the deep carry clip on, because the split arrow is the winner!
 
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