Quick back story:
I recently picked up a Grayman Dua which had been sent out for "pimping" by the previous owner. Unfortunately the owner was a little less than honest and when I received it the knife had noticeable blade play, whether from the work done or just time. Now I had seen on some forums that the team at Grayman may not warranty knives after they had been taken apart or modified; below I've listed my brief experience with their customer service.
I contacted the customer service email on the Grayman site and described the situation, stating that I had a "pimped" knife and the blade play issue, what I believed to be the cause and that I had taken the knife apart as well to clean and lube it. I included that I would send any money necessary to cover work and return shipping because the knife was not stock.
Sue over at Grayman knives responded to all of my emails extremely quickly, like within a couple hours at the most, each time I responded over the next 2-3 days. She answered all of my questions politely and told me to "Just send it on in and we'll fix it up for you, no charge, and we'll take care of return shipping."
Best customer service experience with any knife company/maker/etc. yet, bar none. I'm very excited to get the knife back in a couple weeks, and will update this thread with my final thoughts on the entire process at that time if anyone is interested.
I recently picked up a Grayman Dua which had been sent out for "pimping" by the previous owner. Unfortunately the owner was a little less than honest and when I received it the knife had noticeable blade play, whether from the work done or just time. Now I had seen on some forums that the team at Grayman may not warranty knives after they had been taken apart or modified; below I've listed my brief experience with their customer service.
I contacted the customer service email on the Grayman site and described the situation, stating that I had a "pimped" knife and the blade play issue, what I believed to be the cause and that I had taken the knife apart as well to clean and lube it. I included that I would send any money necessary to cover work and return shipping because the knife was not stock.
Sue over at Grayman knives responded to all of my emails extremely quickly, like within a couple hours at the most, each time I responded over the next 2-3 days. She answered all of my questions politely and told me to "Just send it on in and we'll fix it up for you, no charge, and we'll take care of return shipping."
Best customer service experience with any knife company/maker/etc. yet, bar none. I'm very excited to get the knife back in a couple weeks, and will update this thread with my final thoughts on the entire process at that time if anyone is interested.
