Hey Benchmade, is anybody there?!

J

jfive

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Hey folks,

Since I used to love Benchmade products and still like them I was a little bit disappointed in the CSKII after having seen the review nutnfancy did on this blade. I think it chipped during some chopping tasks. I own about 5 Benchmade knives and when BM introduced the CSKII I thought "I want this blade! It's probably a perfect outdoor knife" - till I saw this review.

So I sent BM a message with some questions about the CSKII....and never got a response. Actually this wasn't the first time - probably the third time - BM didn't respond to my inquiries so now I'm a little bit pissed. It's not that I'm bothering them every month with some stupid questions! In the last two years or so I sent them these unanswered 3 messages...

Am I the only person not getting a response from BM? Don't get me wrong I know the guys are probably busy. I understand that and I've been patient. But I purchase their pricy products so I think they own me at least a short message!

If they let me down I'll probably buy my stuff from another manufacturer in the future.

Cheers,
J5
 
Since this is more about the maker than the knife it goes in GB&U where these types of subjects are more appropriate.
 
I have heard people say good things and bad things about Benchmade regarding their customer service. I don't know about emailing, but if you call them on the phone they will assist you much faster. A friend of mine called them a couple of days ago and the lady answered all his questions without issue. Maybe you should call them. I do believe they tend to be a bit arrogant and sue happy, but thats neither here nor there..
 
This has happened to me before. I had a problem with excessive blade wiggle in a 520 presidio and contacted them about it. After waiting for a couple weeks, I contacted the retailer I bought it from and sent it back to them. After they hung onto it for a couple weeks, they sent it back, and lo and behold, more than a month after I had contacted them, Benchmade finally deemed me worthy of a reply. :rolleyes:

Next time I had to deal with them about a broken omega spring, they got back to me within around a week. Much better timing, but still a joke compared to my experiences with some other companies.
 
hissatsu1 said:
I have heard people say good things and bad things about Benchmade regarding their customer service. I don't know about emailing. Maybe you should call them. I do believe they tend to be a bit arrogant and sue happy, but thats neither here nor there..
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Dorito Monk said:
This has happened to me before. I had a problem with excessive blade wiggle in a 520 presidio and contacted them about it. After waiting for a couple weeks, I contacted the retailer I bought it from and sent it back to them. After they hung onto it for a couple weeks, they sent it back, and lo and behold, more than a month after I had contacted them, Benchmade finally deemed me worthy of a reply. :rolleyes:

Next time I had to deal with them about a broken omega spring, they got back to me within around a week. Much better timing, but still a joke compared to my experiences with some other companies.
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I agree with all these statement 100%!!!! :thumbup:
 
I have a CSKII - no chips and I have used it harder than NutnFancy. Second, get on the phone - can you imaging what the email filter is like at benchmade. I have not needed any warranty work, but had a question about life sharp, got on the phone, questions were answered in under 5 mins.
 
Their communication has always been hit or miss, but ive never been dissappointed with the actual warranty service. My knives have always been replaced or repaired to like new condition.
 
Not to sound like a BM fanboy, but they've been responsive to me because I use the phone and talk to a real person. Many companies are still not enabled to handle email as a regular form of customer communication, and if they don't have the right software to handle it, there will be an inbox full of thousands of unanswered emails at their office. They're sort of old school that way. Also, I bought a CSK II earlier this year, and it has been great. But I don't beat on it like Nutnfancy did either.
 
Benchmade has always gotten back to me quickly 1-2 days, but I prefer to call.
I know with a few other companies, if you call them on the phone, you usually get outstanding service
 
thanks guys for your reply! i really appreciate. i thought about calling benchmade but 1. since my english isn't that good i tend to stumble on the phone and i don't like that ^^. 2. right now i have a lot of things to do and due to the time shift (germany - oregon) I'm not able to call them during their opening time.

maybe you guys are right and benchmade hasn't been able to get used to the whole email/internet thing :D. but at least they are able to sell their stuff over the internet ;).

btw: i also sent nutnfancy an email via youtube because i wanted to know if he had contacted benchmade. sure a company can accidently produce "a bad egg" (like a wrong heat treatment) and if they replace the knife with a flawless one everything is all right. but unfortunately nutnfancy hasn't answered my message either :D.
 
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Planetcat said:
Many companies are still not enabled to handle email as a regular form of customer communication, and if they don't have the right software to handle it, there will be an inbox full of thousands of unanswered emails at their office. They're sort of old school that way. .
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To me this is not at all a valid excuse in this day and age. Not being able to reach them through their chosen email address is unacceptable for any company- which is why after buying 4 Case knives with big problems and getting no response after 2 emails I will never buy a new Case again.
 
CUTS LIKE A KRIS said:
To me this is not at all a valid excuse in this day and age. Not being able to reach them through their chosen email address is unacceptable for any company- which is why after buying 4 Case knives with big problems and getting no response after 2 emails I will never buy a new Case again.
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I guess maybe its hit and miss with most companies. I've always had Case get back to me when I sent e-mails. Sometimes it would take a couple days, but that is o.k.

I had sent a knife in to Case a few years back, for non-warranty issues, and when Shirley was there, she even took the time to call me to verify what I wanted done. Unfortunately she retired.
 
CUTS LIKE A KRIS said:
To me this is not at all a valid excuse in this day and age. Not being able to reach them through their chosen email address is unacceptable for any company- which is why after buying 4 Case knives with big problems and getting no response after 2 emails I will never buy a new Case again.
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I agree. A company that hasn't figured out email? Are they making knives with hammers and anvils as well? I absolutely prefer email to going in circles on one of those mechanized switchboards.
 
GallantEdge said:
Are they making knives with hammers and anvils as well?
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And what would be wrong with that......many ABS members, makers, and collectors would like to know. :confused: ;)

I can't speak for Benchmade but, having been friends with the De Asis family for a number of years, I'm sure that no one is meant any disrespect and that the company strives to make the best product possible or they wouldn't have been in business this long....over 3 decades with one name or another.

BM is a worldwide concern and I'm sure that they receive many thousands of emails a month and like 'Dorito Monk' stated, it took a month or so to reply his email. If contacting them is that important to you, as I assume it is by your post, by all means continue to send them emails and I'm sure that they will get back to you.
 
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Sounds like Benchmade's Customer Services have been hit or miss.

I have called upon them twice and they were prompt, courteous and went out of their way to take care of me.

Should I consider myself lucky?????
 
darthsoaker said:
You have to call them. Email doesn't seem to work very well for Benchmade...:confused:
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Ditto, I've never had good responses by email.


Of course I've also filled out the "free catalog" online form for 5 years straight, and NEVER actually received one in the mail yet.
 
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