Good CRK Warranty Experience?

RiverRat84

RiverRat84

Joined
Sep 21, 2011
Messages
2,522
Hi all. Recently have read some pretty scary stories about Mr. Reeves calling people liars and sending back unfixed knives after they've been sent in for repairs.

Im brand new to CRK. Purchased a Sebenza 21 with Micarta inlay. Love it! The other night I noticed the blade collapsed after the lockbar had been disengaged in a horizontal position. Not really a big deal, but after a week or less of daily carry it hadn't done that before so I thought to myself "great, a perfect excuse to spend some time with my knife and use that handy tool it came with to tighten the pivot screw ". All smiles and anticipation I set to work. Simple right?

I don't know how well you all do with no sleep and after arguing with your girlfriend, but I quickly got frustrated and managed to strip the pivot screw THEN I snapped off a hex tool inside the bushing on the lockbar side of my beautiful, brand new Sebenza 21! I also managed to put some healthy "character" marks around the screws as my sweaty monkey hands couldn't keep a great grip on the included tool(hence breaking out the hex tool)


After talking to a more than helpful forum member and then speaking to CRK I felt all would be well if I just sent the knife in to be repaired.

Well the knife is on its way to the shop and what excellent timing for these warranty horror stories to be popping up!

I was straightforward that the need for repair was a direct result of my stupidity and Jesse at CRK said I should still be covered under the lifetime warranty and all it would cost me would be shipping.

There's the background.

So, any CRK owner out there with some positive experiences sending their knives in for repair? Anything at all to help me avoid having nightmares of being yelled at by Chris Reeve himself and having to pay $300-$6,0000 for a new pivot screw for the next 2-4 weeks?

Im optimistic but paranoia can do some wacky things to ones nerves.

Thanks!
 
I'm not going to go into specifics, but I have had some incredibly positive CRK warranty experiences. You will be fine.
 
I've sent 3 of my Sebenza's to CRK and each time the customer service was EXCELLENT.

The first time I sent in a small 21 micarta due to a sticky lock. Turned out the problem was faulty heat treatment of the lockbar. They fixed it free of charge and I had my knife back in 3 weeks. Normal wait time is 2-4 weeks. :thumbup:

The second time I sent in 2 of my older Sebenza's (small regular and small classic) to have the solid washers replaced with the new perforated ones. I got my knives 2 weeks later and they also cleaned and lubed them free of charge. :thumbup:

Each time I sent my knives to Idaho, I got an e-mail when they arrived stating that CRK had received my knives. And when the work was completed, they called me on the phone with a thorough explanation of what was done and also for payment information. They generally ship your knives back using UPS, but I told them I preferred USPS and they kindly obliged. :thumbup:
 
Thanks guys!

I kind of figured I was just sweating over nothing. I really like the 21 and feel like an a** for jacking it up. Hopefully stupidity isn't considered abuse or neglect:rolleyes:

At anyrate I offered to pay if its not covered by the warranty.

My first dealing with CRK as been a pleasant one so far. They sure do make a hell of a knife!
 
Sent a 15 year old user back for work. Was sent back promptly, better than new, no charge except for a few optional changes I requested. :thumbup:
 
I dont think your gonna have issues with screws because they can just replace those without any issues. But if your lock bar ever developes play, they will try everything except give you a free lock bar side.

Simple warranty fixs dont seem to be an issue for Mr. Reeve to take care of and it seems that everyone who has these simple issues gets taken care of and speaks very highly of CRK customer service.

But when it comes to something were Mr. Reeve is gonna lose money replacing it, he tries everything to fix it but replacing the lock bar which is really the only way to fix it.

He then basically calls you a liar and says you flicked and abused the knife when in fact you know the knife was never flicked at all or abused in any way.

He then says you must pay $130-$150 for a new lock side and that might not even fix the problem.

In all they did a great job making my knife beautiful but the knife cannot be trusted as a functioning knife. There is vertical blade play, and i can either void my warranty by carbidizing it myself or pay $130 for a new lock slab thats still not guranteed to work.

In all you shouldnt have any issues with your specific needs.Send it in and they will fix it.
 
wolf5391 said:
I dont think your gonna have issues with screws because they can just replace those without any issues. But if your lock bar ever developes play, they will try everything except give you a free lock bar side.

Simple warranty fixs dont seem to be an issue for Mr. Reeve to take care of and it seems that everyone who has these simple issues gets taken care of and speaks very highly of CRK customer service.

But when it comes to something were Mr. Reeve is gonna lose money replacing it, he tries everything to fix it but replacing the lock bar which is really the only way to fix it.

He then basically calls you a liar and says you flicked and abused the knife when in fact you know the knife was never flicked at all or abused in any way.

He then says you must pay $130-$150 for a new lock side and that might not even fix the problem.

In all they did a great job making my knife beautiful but the knife cannot be trusted as a functioning knife. There is vertical blade play, and i can either void my warranty by carbidizing it myself or pay $130 for a new lock slab thats still not guranteed to work.

In all you shouldnt have any issues with your specific needs.Send it in and they will fix it.
Click to expand...

First of all I want to say I sincerely feel for you and others with a similar circumstance. Secondly I want to say thank you for the reassurance that my situation won't develop in the same manner. It says alot about a person when they can do that even though they have a bad taste in their mouth from dealing with the same company. So thanks again.

I guess my big concern is will they even be able to get the screw out and did I mess up the washers, the handle, the bearing, etc in my attempts to do the same? Only time will tell. But i'll say this, I sent it out Monday and I already feel naked without it!:D
 
RiverRat84 said:
First of all I want to say I sincerely feel for you and others with a similar circumstance. Secondly I want to say thank you for the reassurance that my situation won't develop in the same manner. It says alot about a person when they can do that even though they have a bad taste in their mouth from dealing with the same company. So thanks again.

I guess my big concern is will they even be able to get the screw out and did I mess up the washers, the handle, the bearing, etc in my attempts to do the same? Only time will tell. But i'll say this, I sent it out Monday and I already feel naked without it!:D
Click to expand...

I understand the feeling of not having a sebenza on you when ones in the shop, but thats why I bought my last one. I like have a sebenza on me at all times.

Also, They will either drill the pin out or the will tap the piece thats broke and pull it out. Worse comes to worse they replace the washers, bearings, and screw and you have to pay like $40 which is no big deal.

I feel confident in the end that youll have a good experience with them, but I will say again if your knife developes rock lock, they wont fix it for free no matter what.

Good luck in your adventures.
 
wolf5391 said:
I understand the feeling of not having a sebenza on you when ones in the shop, but thats why I bought my last one. I like have a sebenza on me at all times
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Me too! Im actually going back and forth on getting another while that ones in the shop. I figure i'll end up getting another regardless so screw it. My wallet however disagrees with this line of thought :)
 
Nothing but good things about CRK warranty service. Emailed me when they received the knife. Took them about 4 days to fix the problem (weak detent) and then called me when they were about to mail it back. Excellent service from an excellent company.
 
tonystl said:
Nothing but good things about CRK warranty service. Emailed me when they received the knife. Took them about 4 days to fix the problem (weak detent) and then called me when they were about to mail it back. Excellent service from an excellent company.
Click to expand...

simple fix that didnt cost them money, thats why they fixed it... glad it worked for you though.
 
wolf5391 said:
I dont think your gonna have issues with screws because they can just replace those without any issues. But if your lock bar ever developes play, they will try everything except give you a free lock bar side.

Simple warranty fixs dont seem to be an issue for Mr. Reeve to take care of and it seems that everyone who has these simple issues gets taken care of and speaks very highly of CRK customer service.

But when it comes to something were Mr. Reeve is gonna lose money replacing it, he tries everything to fix it but replacing the lock bar which is really the only way to fix it.

He then basically calls you a liar and says you flicked and abused the knife when in fact you know the knife was never flicked at all or abused in any way.

He then says you must pay $130-$150 for a new lock side and that might not even fix the problem.

In all they did a great job making my knife beautiful but the knife cannot be trusted as a functioning knife. There is vertical blade play, and i can either void my warranty by carbidizing it myself or pay $130 for a new lock slab thats still not guranteed to work.

In all you shouldnt have any issues with your specific needs.Send it in and they will fix it.
Click to expand...

Was this the sebenza that you bought used, without knowledge of its history?

just curious, since there have been a person or twosay that if a problem ever came up with their knife they would just sell it rather than send it in...
 
Tripton said:
Was this the sebenza that you bought used, without knowledge of its history?

just curious, since there have been a person or twosay that if a problem ever came up with their knife they would just sell it rather than send it in...
Click to expand...

This one was bought used yes. But Ive talked to the previous owner who I trust and the knife wasnt abused. Just used for edc tasks.

Believe me there is not signs of abuse, the knife just had lock face heat treatment flaking (It wasnt deformed just looks like the heat treatment flaked off Thats it) There were no marks on the old stop pin or on the blade which would be due to high impact. Also Knowing the way a lock functions, the lock face wouldnt take the damage of a wrist flick the stop pin and sleeve would.

Either way the knife wasnt damaged due to abuse but regular wear and tear of edc work. The knife should be covered under warranty and I should not have to buy a new lock bar slab thats $130. Part of the reason I payed the extra money for CRKs was knowing that I had a rock solid warranty behind me if the knife ever broke or needed fixing, but now that I needed warranty work, they are not fixing the issue :confused:
 
Tripton said:
Well, that sucks.


I really hope we hear from CRK regarding these issues.
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I dont think they will reply to any of the threads, But I did email them and am currently waiting on a reply. Ill keep everyone updated.
 
I lost a screw to one of the spacers on my 21... no problem. A couple of emails and the replacement parts were on the way, no charge. CRK service is tops.
 
tonystl said:
Nothing but good things about CRK warranty service. Emailed me when they received the knife. Took them about 4 days to fix the problem (weak detent) and then called me when they were about to mail it back. Excellent service from an excellent company.
Click to expand...

Thanks for your input. Post like these make me feel alot less worried and I appreciate them as that's why I started the thread.

Had I heard nothing but negative things about the Sebenza or even CRK for that matter I would not have spent $485 on one nor would I be willing to spend more in the future.

This is my first go on a repair and I think if I end up paying I wont have an issue with it as I know and have made it known that this is 100%a my doing. If I had similar issues like the ones discussed recently I could very well have a different mindset about it. However, since car analogies seem to be used frequently i'll add one aswell. The more expensive the vehicle the more pricey the parts are to replace. If I had an issue with a $30 knife then was expected to pay $150+ to fix it I would laugh my a** off and throw the knife in a drawer never to be used again. These are $400-$800+ knives. The parts cost money to replace.

Do I agree with having a owner of a company not listen to his customers and outright call them liars? Hell no. Do I think the whole wrist flipping voiding the warranty is a bit much? While I don't do it myself and cringe when I see others do it, yea I think that's a bit much. But will I spend hundreds on a knife and go on not expecting to eventually put more money into it to maintain it? Nope. Unless its a "safe queen" which I don't see the point in that, but that's just me, then its going to be used and things on it are going to wear down.

To be called a liar and not listened to and to be accused of things you most certainly did not do has to be a burr in your a** though and if that does indeed happen with me I'm sure i'll voice it right along side you guys here.

For now though its helpful to me to hear everyones experiences, good, bad, and ugly. I'll let you all know one way or the other how my situation turns out. I appreciate everybodies input on the matter, positive or negative.

How's that for long winded?:)
 
I've dealt with the people at CRK for 7 years now. That covers everything from adding double thumb lugs to new Sebenzas to fully refurbishing older Sebenzas I've traded for. They even replaced a blade on a new Sebenza when I sent it in for sharpening because they didn't like the way the edge grind had come from the shop. I never asked them to look at it or replace it... I just sent it for sharpening. That was their decision to replace the entire blade under warranty.

My experiences have been 100% positive.

I expect you'll be fine.
 
dalefuller said:
I've dealt with the people at CRK for 7 years now. That covers everything from adding double thumb lugs to new Sebenzas to fully refurbishing older Sebenzas I've traded for. They even replaced a blade on a new Sebenza when I sent it in for sharpening because they didn't like the way the edge grind had come from the shop. I never asked them to look at it or replace it... I just sent it for sharpening. That was their decision to replace the entire blade under warranty.

My experiences have been 100% positive.

I expect you'll be fine.
Click to expand...

Thanks bub! I expect I will be too. Just ordered a slip pouch and some fluorinated grease to go along with the repair.

Its amazing how much knife stuff you can do when the kiddo is napping!:)
 
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