Horribly dissapointed in Kershaw :(

Ironman

Ironman

Feedback: +4 / =0 / -0
Joined
Aug 16, 2002
Messages
402
I really wanted rainbow leek. I couldn't find one anywhere. I saw that a BF supporting dealer had some advertised in the dealers forum.
I was kinda broke, but knowing they were going fast I ordered one up.
It arrived and I was excited, of course! I opened the package and took out the knife and opened 'er up. smooth, snappy. A big shiny scratch on the blade. What!? It appears the blade was rubbing the frame and worn off a patch of my high $ coating. I believe I have pictures posted elsewhere on this forum, of the original, I think.
The handle was also covered in those tiny scratches that smooth handles get. You stainless handle Spyderco owners know the look.
Like maybe it had been carried? I am not saying it didn't come from the factory that way. Perhaps it did. I still don't like it. As I opened the knife a few times the patch got bigger. It occurred to me to ponder how the big scratch got there in the first place? Now, I am not saying someone carried this knife and scratched the handles. I am not saying someone opened it enough times to rub off a big patch of coating and still sent it on to me. well, maybe I am. If anyone can give me a different reason it would be that way, I will be happy to hear it.........So, I e-mail the BF supporting dealer. They suggest I call Kershaw and send it in. I call and send it in. It takes a month.
I get it back Friday. I am posting on Sunday. The knife has a whole freakin truckload of scratches on one side, like maybe it was in a metal vise or something and it got moved around. Oh yeah, the other side is showing TWO places where the blade is starting to rub the scale! The handle scales are the same, still scratched up, of course.
I just can't say I am happy to get back a knife worse than the one I sent in! I hate this knife! It is flawed and ugly. I can't sell it.
I can't trade it as the NIB THAT I PAID FOR! (sorry) Kershaw obviously isn't able to take care of it's customers, twice this knife has arrived to me looking used when it should have been new and perfect. What do I do? Send it in, another what, $5 with insurance? Wait another month, possibly get something even worse?

At this time I cannot recommend Kershaw Knives. And I am not 100% sure about that Bladeforums supporting dealer. What do you think?
bcteel@juno.com
 
That sux!! Personally, I think if you got the knife Brand New from a dealer and it arrived flawed, the dealer should have replaced it for you (Pending that you contacted them fairly soon after you recieved it)
 
I am surprised that the dealer pawned you off on the manufacturer. The Dealer should have taken the knife back and given you a new one. From what you have posted here, that was some pretty poor customer service.
 
I contacted the dealer quickly. I even sent them a close up scan.

Here is the original scan.> Scan

I will get a scan of the new blade.
 
I, on the other hand have been extremely pleased with Kershaw products, having bought, and/or given away, something like 6 in the last six months...still have two leeks, and love them.

The only problem I've had to date was a 'ahem, NIB' Boa that I bought from a forumite over at *** that had some pretty serious blade drag...

I contacted the CS rep, Doug Flagg at Kershaw, 1-800-325-2891, with my complaint...this about a used knife that I'd bought second hand, and he suggested it be sent back in for a check over.

a New replacement was back in my hands Within a week...and that's Good CS in my book...

Give Doug a call directly, he's a good dude. (YMMV)

Mel
 
Well of course we only have one side of the story and have not heard a reply from the dealer.If the situation is as you described,than there is no way I would have accepted anything else from the dealer but a replacement or refund.I would not have let the dealer pawn me off on Kershaw when the cosmetic flaws were there upon delivery.Than the Kershaw customer service is another issue.
 
ME:
At 01:52 PM 3/3/2003 -0600, you wrote:

When I got my rainbow leek, there was a small shiny spot on the blade. I
think the blade rubs the scale. Do I need to send it to you or to kershaw
to get it replaced? Thanks

Them:Yes, I am sure they would like to see that.
Call them first. (800) 325-2891



To be fair, I didn't argue with them, as my experience with CRKT, Spyderco, and Benchmade has always been A +. I expected it again.
 
You also stated that there were scratches on the handles.I would have told the dealer that in the e-mail.Now unfortunatly you opened youself up by asking if you should send it back to Kershaw or him and instead of doing the right thing and taking it back and dealing with Kershaw himself,it would seem you gave him the opportunity to pass the buck and he did.All in all it is not what I would expect a dealer to say even if you didn't mind sending it to Kershaw yourself.
 
I didn't know what to do, so I asked? I still don't know what to do. I am asking again. Everyone agrees I have reason to be unhappy? Can someone tell me how to fix my trouble? I emailed kershaw about this thread. I will email dealer as well.


The scratches on the handle are visible, but not through the coating, under the coating? I didn't mention them, they are not as bad, and I ASSumed I would get a NEW replacement.
 
I think also that the dealer is well intended here. The manufacturer should know about alignment problems. You may not be the only one to have received a knife like this. Perhaps there is a QC problem. I have not heard of much, but it is possible that dealers have sent many back.

I know that you are disappointed, but I think there can be an easy resolution here. Just commit to a course of action and follow though.
If you run into resistance once you are in action, then there can be a lot of support here.

The point I do clearly hear and understand is the dissapointment. I would be discouraged as well, but I am sure this can be made right.

Ed T
 
Ironman, here's what you do:

Call the number given above in this thread and explain your problems. Tell them you would like a new and perfect knife sent to you, and return this knife to them.

Ask them to double check the knife before it's sent.

how's that?
 
I would say go with what DaveH said.At this point the knife was sent to Kershaw and they sent you back an unsatisfactory knife.It would be to late to ask the dealer to take care of the issue at this point.It should have goneback to the dealer right away irregardless if it was a qc problem or not.
 
Mistakes happen but it is surprising that you were sent a defective Kershaw knife to replace a defective Kershaw knife. Please let us know how the Kershaw staff responds.
 
We are the dealer in question here. We did not intend to put off our customer, or pass the buck to someone else. Rainbow leeks are still somewhat hard to get and we were out of them at the time of his contact via email. Danny suggested that he contact Kershaw first. This was because we were out of the product and wanted to give Kershaw's usually great customer service a chance to satisfy our mutual customer quickly. I wish our initial response to the customer has said to contact us again if he was not satisfied with the response from Kershaw, at which point we would have been glad to send him a replacement knife (which we are still willing to do). These facts about the way we conduct business are actually in our "about us" page on our web site.

DC Williams
Owner
888 Knives R Us
 
Originally posted by 888KNIVESRUS
These facts about the way we conduct business are actually in our "about us" page on our web site.

DC Williams
Owner
888 Knives R Us
Click to expand...

888 Knivesrus about us page

About 888 Knives R Us

888 Knives R Us started as a small retail knife store. We opened our doors to the public in September of 1998. We were at that time primarily a brick and mortor store with ideas of developing a substantial web presense. The site you are now browsing is the culmination of years of planning, work and many, many changes. We believe it will provide a professional site where you can quickly locate the products that interest you, and proceed through a safe secure checkout when you are ready to purchase.



ERRORS ON THIS SITE: As we are human, and are constantly changing and adding to our site, you will occasionally find errors on this site. Errors in price will not be honored. We will cancel any such orders and email you with the correct price, and if you accept we will re-instate your order.

LEGALITY:


IN COMPLIANCE WITH FEDERAL STATUTES:
Read carefully all conditions set forth below.
By placing an order with us, you agree that you meet any or all of the following criteria.
Federal law prohibits shipment of automatic knives across state lines, with the following exceptions:
(1) to civilian or Armed Forces supply or procurement officers and employees of the Federal Government ordering, procuring, or purchasing such knives in connection with the activities of the Federal Government;
(2) to supply or procurement officers of the National Guard, the Air National guard, or militia of a state, territory or the District of Columbia ordering, procuring, or purchasing such knives in the connection with the activities of such organization;
(3) to supply or procurement officers or employees of the municipal government of the District of Columbia or the government of any State or Territory, or any county, city or other political subdivision of a State or Territory; (4) to manufacturers of such knives or bona fide dealers therein in connection with any shipment made pursuant of an order from any person designated in paragraphs (1), (2), and (3).

888 Knives R Us will sell no such knives to any individual outside the State of Florida without the above conditions being met. This does not apply to automatic knives made by Microtech, or other automatic knives manufactured and sold within the state of Florida.

Legal status of products:
It is the responsibility of the buyer, not the seller, to ascertain, and obey, all applicable local, state, federal and international laws in regard to the possession, and use, of any item purchased from 888 Knives R Us. All equipment is sold subject to public law 90-351, title III, U.S.D., Section 2511, and any local, state or federal ordinances. Consult your local and state laws before ordering if you are in doubt. Absolutely no sales to minors. By placing an order, the buyer represents that the products ordered will be used in a lawful manner and that the he/she is of legal age. 888 Knives R Us will not be held liable for the misuse of any product purchased from us or any of our distributors & dealers. Also as no product is 100% effective against attack, 888 Knives R Us assumes no responsibility if a product purchased from us is not effective in preventing bodily injury, dismemberment or death.

ANYONE attempting to falsify information or defraud our company in any way, WILL be turned over to the proper authorities. Any attempts at extortion or entrapment will also be met with swift legal action!




I guess i missed it somewhere. I will be sending you email. My Email
 
DC, maybe I am missing something, but I don't see anywhere on your *about us* page how you would handle this situation. There is something on your *returns* page about this, but not much.

It looks like a replacement knife is the only way to make a customer happy. From the sounds of things, that would be the best way to handle this anyhow. It may take a while for Kershaw to supply this knife, but I imagine that Ironman would be willing to wait for a reasonable period. It really seems that there is a simple solution to this problem and that 888 Knives R Us is willing to provide this solution. Now you guys just need to get together and get this put together.
 
Guys, the knife has to be mailed back to the manufacturer and the manufacturer has to mail a replacement to the customer. That's two trips through the mail. If you put the dealer in the middle the only effect is to make it four trips through the mail, doubling the money wasted on postage and probably more than doubling the wasted time, since even with the best intentions the dealer probably won't open the package and repackage and readdress it in zero time.

If the dealer has a replacement in stock then it can make sense for him to get in the middle -- then there's no loss of time and he can probably respond faster than the manufacturer would. When he doesn't, as in this case, a good dealer will always say exactly what 888KNIVESRUS is saying -- send it back to me if you want but you'll get your replacement faster if you send it directly to the factory. That's not trying to get out of anything, it's just good sense.

In cases when the manufacturer needs to be pressured by the dealer he can do that just as effectively -- he'll do that over the phone anyway.
 
You must log in or register to reply here.
Back
Top