Experience with ZT Warranty Service

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That's unacceptable for sure. Like I said it's a mass market knife maker. I've put a Wicked Edge grind on a knife and had the warranty department grind it off. They thought something was wrong with it and we're doing me a favor.
 
Passin' Through said:
So I've got to say, I'm pretty disappointed in my first and likely only ZT purchase. I bought an 0450CF and the blade grinds are atrocious. Looking down the spine, the grinds are so uneven it looks like the blade curves to the right. When you look down the blade edge, one side of the blade looks to be convex ground and the other side hollow ground. I couldn't believe this had passed QC so I sent it in, unused and untouched, under warranty for a correctly ground blade. Elizabeth called and said it is well within tolerance but refused to give me the name of the person who evaluated the knife. Zero Tolerance knives? Please......

I'll update with pics when I get the knife back from ZT.
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Passin' Through said:
Well, what they did in this case was to tell me I should be happy with the knife the way it is. I talked to Elizabeth in customer service who transferred me to Dan who transferred me to Josh. Josh is apparently the manager of the warranty department and he told me anyone would be happy to buy that knife. He said he could see the difference in grinds from one side to the other but the badly ground blade was within tolerance for them. I'm thinking they should change their name to Massive Tolerance. I asked him if he would be happy receiving that knife as a buyer and he had to lie through his teeth to say yes after stuttering about "well, not everyone would notice that", and "knife people have higher expectations than normal people" and that if he had bought that knife he'd just return it. Why? Why would he return it if there is nothing wrong with it? Sorry shill for a sorry company if you ask me.
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As I asked in the other thread you made this same comment in, why not send it back to the dealer who sold you the bad knife?

ETA: Oh I see now. You joined yesterday and this is the third thread you have brought this issue up in only to bash on ZT. In the third thread you do explain that you will send it back to the dealer which is the thing you should have done in the first place. Lesson learned.
 
P Passin' Through you seem to add twists in this yarn that arent in your other stories...so i ask again ... you post the same story in multiple threads upon joining the forum, no pics or anything to show this "atrocity of quality". When you sent it in did you request replacement/repair or are you one of those types that is looking for something more? Seems as though you had a motive for sending it to ZT as opposed to doing what everyone else would have done normally, refund or replace through the dealer.
 
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Rival1314 said:
P Passin' Through you seem to add twists in this yarn that arent in your other stories...so i ask again ... you post the same story in multiple threads upon joining the forum, no pics or anything to show this "atrocity of quality". When you sent it in did you request replacement/repair or are you one of those types that is looking for something more? Seems as though you had a motive for sending it to ZT as opposed to doing what everyone else would have done normally, refund or replace through the dealer.
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I used to run a small gear store in central PA. When sales were slow, I understand that having to refund a customer for a $200 knife can be bad news, so I try not to involve the small retailers such as Great Lakes Outpost. The knife has a warranty from ZT for a reason. It seems to be your opinion that I should've stuck it to the small businessman instead. You know what they say about opinions, right?

I gave ZT multiple opportunities to make things right before contacting the retailer who agreed to refund me. GLO 1, ZT 0.

I don't much care for you calling me a liar. If you took the time to read my posts then you know the story and you know I said I'd post pics when I get it back from ZT. Not that I owe you any explanation, especially not when you come on here and talk to me like a dick. Cheers and happy new year!
 
But your Opinion of the knife being bad is ok..
I doubt ZT would waste their time if the knife wasn't up to Par.. I'll wait for pics
 
In my professional experience (in a different line of very expensive custom product), the customer is expected to return the item to the dealer if he bought from a dealer, not the manufacturer-- unless it was a direct sale from the manufacturer.

If retuning to the manufacturer for warranty work, arrangements would be made in advance through the dealer. The dealer determines if the product needs repair or replacement or not--and how he is going to satisfy the customer.

If the dealer decides the product needs to go back to the manufacturer for warranty work, the dealer contacts the manufacture and arrangements are made in advance.

Ultimately, the warranty coverage or not is up to the manufacturer, and if they determine there is no defect in the item, they are not going to "repair" it.

If the buyer is dissatisfied with the product, and the dealer has a return/exchange/credit policy, the buyer can return/exchange/credit the item to the dealer, as seems to be the ultimate disposition of this case.

Expecting the manufacturer to "repair" something that they deem within spec doesn't happen, usually--so this doesn't seem like a big surprise so far.
 
annr said:
In my professional experience (in a different line of very expensive custom product), the customer is expected to return the item to the dealer if he bought from a dealer, not the manufacturer-- unless it was a direct sale from the manufacturer.

If retuning to the manufacturer for warranty work, arrangements would be made in advance through the dealer. The dealer determines if the product needs repair or replacement or not--and how he is going to satisfy the customer.

If the dealer decides the product needs to go back to the manufacturer for warranty work, the dealer contacts the manufacture and arrangements are made in advance.

Ultimately, the warranty coverage or not is up to the manufacturer, and if they determine there is no defect in the item, they are not going to "repair" it.

If the buyer is dissatisfied with the product, and the dealer has a return/exchange/credit policy, the buyer can return/exchange/credit the item to the dealer, as seems to be the ultimate disposition of this case.

Expecting the manufacturer to "repair" something that they deem within spec doesn't happen, usually--so this doesn't seem like a big surprise so far.
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Actually ZT has their own form for you to fill out so you don't have to go through the dealer. They want you to deal with them so they can give you the best customer service in the business, right? ZT has a warranty service for the owners of their knives, not the dealers. I chose to go through the manufacturer, which is my right, and the entire reason for having a warranty department in the first place. ZT's are high end production knives, they're certainly not custom products. Thanks for taking the time to instruct me on the way the world works though.
 
Passin' Through said:
I used to run a small gear store in central PA. When sales were slow, I understand that having to refund a customer for a $200 knife can be bad news, so I try not to involve the small retailers such as Great Lakes Outpost. The knife has a warranty from ZT for a reason. It seems to be your opinion that I should've stuck it to the small businessman instead. You know what they say about opinions, right?

I gave ZT multiple opportunities to make things right before contacting the retailer who agreed to refund me. GLO 1, ZT 0.

I don't much care for you calling me a liar. If you took the time to read my posts then you know the story and you know I said I'd post pics when I get it back from ZT. Not that I owe you any explanation, especially not when you come on here and talk to me like a dick. Cheers and happy new year!
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I did read your posts...each with a slight variation on the same story. Returning to dealer isnt sticking it to small business, they have an established process for returning truly defective product. It sounds like you have a case of simply being too picky, especially if the warranty dept says its in spec....of course this is all just your story. There are hundreds of positive experiences documented on this forum. While its possible you really did have a lemon, your actions reek of the type of person that joins a forum to toss shade and fizzles out because they got butthurt. Hope you enjoy your time here...just keep in mind that there is one truth here: pics or it didnt happen.
 
Passin' Through said:
Actually ZT has their own form for you to fill out so you don't have to go through the dealer. They want you to deal with them so they can give you the best customer service in the business, right? ZT has a warranty service for the owners of their knives, not the dealers. I chose to go through the manufacturer, which is my right, and the entire reason for having a warranty department in the first place. ZT's are high end production knives, they're certainly not custom products. Thanks for taking the time to instruct me on the way the world works though.
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You clearly have an attitude. I'm guessing this is why You didn't get the customer service your entitlement made You think You desereved. You joined for the sole purpose of putting down a respected company. You'll gain no respect here for such a thing and your opinion on all matters will be questioned. Not a great way to start in this community but I doubt you care about that. How about you start ypur own thread on your experience rather than going aroumd posting the same thing in multiple threads, one of which has nothing to do with zt's customer service.
 
craytab said:
You clearly have an attitude. I'm guessing this is why You didn't get the customer service your entitlement made You think You desereved. You joined for the sole purpose of putting down a respected company. You'll gain no respect here for such a thing and your opinion on all matters will be questioned. Not a great way to start in this community but I doubt you care about that. How about you start ypur own thread on your experience rather than going aroumd posting the same thing in multiple threads, one of which has nothing to do with zt's customer service.
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Nah, I joined because I like a good knife, that's why everyone is here, right? Sorry if you have a problem with someone telling about the poor customer service they received from ZT. Why all the oddly capitalized Yous in your assumption? Entitlement? You seem to have an axe to grind, but I'm happy to give you a safe space to vent your frustrations :)
 
Passin' Through said:
Nah, I joined because I like a good knife, that's why everyone is here, right? Sorry if you have a problem with someone telling about the poor customer service they received from ZT. Why all the oddly capitalized Yous in your assumption? Entitlement? You seem to have an axe to grind, but I'm happy to give you a safe space to vent your frustrations :)
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you did this on not one but two separate threads. I'm starting to sense a pattern here. Best of luck to you, but only a few posts in and I'm sure your on ignore by a few already. poor form.
 
Popsickle said:
you did this on not one but two separate threads. I'm starting to sense a pattern here. Best of luck to you, but only a few posts in and I'm sure your on ignore by a few already. poor form.
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It is 3. One in general knife discussion unrelated to the subject.
 
Passin' Through said:
Nah, I joined because I like a good knife, that's why everyone is here, right? Sorry if you have a problem with someone telling about the poor customer service they received from ZT. Why all the oddly capitalized Yous in your assumption? Entitlement? You seem to have an axe to grind, but I'm happy to give you a safe space to vent your frustrations :)
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There's that attitude again. I'll be ignoring you now.
 
Rival1314 said:
I did read your posts...each with a slight variation on the same story. Returning to dealer isnt sticking it to small business, they have an established process for returning truly defective product. It sounds like you have a case of simply being too picky, especially if the warranty dept says its in spec....of course this is all just your story. There are hundreds of positive experiences documented on this forum. While its possible you really did have a lemon, your actions reek of the type of person that joins a forum to toss shade and fizzles out because they got butthurt. Hope you enjoy your time here...just keep in mind that there is one truth here: pics or it didnt happen.
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No variations in my story, friend. Here, let me give it to you in ZT's own words:
ZERO TOLERANCE WARRANTY & REPAIR INFORMATION

Zero Tolerance products are backed by a Limited Warranty against manufacturing defects. In addition to supporting our products with this warranty, we will be happy to sharpen your Zero Tolerance knife for free when you send it in for warranty service.

LIMITED LIFETIME WARRANTY
Zero Tolerance from Kai USA Ltd. carry a limited warranty for the lifetime of the original owner, except when stated otherwise. We guarantee our knives against manufacturing defects in material and construction and to perform as advertised when properly used and maintained. The Limited Lifetime Warranty is non-transferable and does not extend to normal signs of wear, rust, damage or breakage due to improper use, improper maintenance, accidents, loss, or theft. This warranty is void on products that have been modified in any way. Any product we determine to be defective will be repaired or replaced solely at our discretion. To receive warranty repair or replacement, the owner must send the product to be evaluated by Kai USA Warranty Services in our Tualatin, Oregon headquarters. In addition to the provisions of this warranty, the owner may also have other rights that can vary by state.


Please note the part where they say "In addition to supporting our products with this warranty, we will be happy to sharpen your Zero Tolerance knife for free when you send it in for warranty service."

And the part where they say "To receive warranty repair or replacement, the owner must send the product to be evaluated by Kai USA Warranty Services in our Tualatin, Oregon headquarters."


So tell me again how I should've handled it.........
 
Passin' Through said:
No variations in my story, friend. Here, let me give it to you in ZT's own words:
ZERO TOLERANCE WARRANTY & REPAIR INFORMATION

Zero Tolerance products are backed by a Limited Warranty against manufacturing defects. In addition to supporting our products with this warranty, we will be happy to sharpen your Zero Tolerance knife for free when you send it in for warranty service.

LIMITED LIFETIME WARRANTY
Zero Tolerance from Kai USA Ltd. carry a limited warranty for the lifetime of the original owner, except when stated otherwise. We guarantee our knives against manufacturing defects in material and construction and to perform as advertised when properly used and maintained. The Limited Lifetime Warranty is non-transferable and does not extend to normal signs of wear, rust, damage or breakage due to improper use, improper maintenance, accidents, loss, or theft. This warranty is void on products that have been modified in any way. Any product we determine to be defective will be repaired or replaced solely at our discretion. To receive warranty repair or replacement, the owner must send the product to be evaluated by Kai USA Warranty Services in our Tualatin, Oregon headquarters. In addition to the provisions of this warranty, the owner may also have other rights that can vary by state.


Please note the part where they say "In addition to supporting our products with this warranty, we will be happy to sharpen your Zero Tolerance knife for free when you send it in for warranty service."

And the part where they say "To receive warranty repair or replacement, the owner must send the product to be evaluated by Kai USA Warranty Services in our Tualatin, Oregon headquarters."


So tell me again how I should've handled it.........
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Good luck. Your clearly the one with the axe to grind. Another to the ignore list
 
Passin' Through said:
*You're. It's a contraction of 'you' and 'are'. 'Your' is a possessive pronoun. I don't own "clearly the one with the axe to grind."
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Must have missed the ignore button the first time. Misfire won’t happen again, but I am seriously glad I did as I laughed out loud at the ignorance that is on display. I actually feel sorry for you if all you have is the ability to hurl insults due to grammar. I can imagine you as being a nightmare customer where the CS rep literally gave up and said NOPE. Your off to a promising start here :rolleyes:

On second thought.... I’ll hold that ignore order just to see what this guy says next
 
Passin' Through said:
Please note the part where they say "In addition to supporting our products with this warranty, we will be happy to sharpen your Zero Tolerance knife for free when you send it in for warranty service."

And the part where they say "To receive warranty repair or replacement, the owner must send the product to be evaluated by Kai USA Warranty Services in our Tualatin, Oregon headquarters."


So tell me again how I should've handled it.........
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You sent in a knife with a percieved cosmetic flaw. The knife was evaluated, per your story, and deemed to be in spec...therefore no warranty service to provide. If you acted anything like you conducted yourself here im sure you made a scene with each person you spoke with and when rebuffed needed to act out.

Since you asked...I'll tell you again... you should have sent this knife back to the seller for replacement/ refund. Any time you recieve an unsatisfactory product from any company this should be the first course of action within the sellers return period. There are protocols in place for dealers to return defective merchandise, so don't worry about them.

#themoreyouknow

Popsickle said:
I can imagine you as being a nightmare customer where the CS rep literally gave up and said NOPE. Your off to a promising start here
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Nailed it!
 
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