It's "Deja Vu" @ Buck Knives

[Paladin2443]

A few of you may remember me from about a year ago in regards to a spare pocket clip for a Strider 881SP. I called Buck and asked for a spare so I could send it out to be engraved. They refused to give me one with their old standard: "We don't give out parts for our knives". Joe Houser finally got involved and sent me one.

Well, fool that I am, I just bought a Strider 881Tanto. It's the old style with a single thumb stud and, while not being new, it is in excellent condition. I just called Buck again, explained the situation to them, and asked if I could get an ambi thumb stud so I can upgrade it. I'll bet you can guess what they told me: "We don't give out parts"....blah, blah, blah! When I reminded them about the last time we went round-n-round, they then told me the blade had been completely redesigned and the ambi thumb stud would not fit mine. Yah sure, and the moon is made out of green cheese. I told them if that really was the case, I would make it fit!

I sent Joe an email (he's out of town) and asked him to get involved.....again.

What IS it with these people? When their old standby broken record doesn't work......they try to insult a customer's intelligence!

 

[loki88]

Maybe it's just the guy on the telephone who has strict orders NOT to sell "parts" to ANYONE without a CEO-approval. This guy doesn't have that authority so he just does his job. Don't blame him. Remember that knife manufacturers don't like to "sell" parts of their knives to home assemblers. It's a liability factor, and only when they see upon u as someone who they can trust ( like the first time) they will get u the part. They don't want lawsuits because some ******* cut of his own fingers, putting on a factory approved double tumbstud "because Buck didn't told me knives are sharp, and there wasn't a warning sticker on the part"! Or they are rightfully afraid that someone buys genuine Buck parts and starts to assemble "genuine" Buck knives with a combination of real and counterfeit parts in china or something. Just talk to the boss. I once needed a new clip from Spyderco, after an email Sal just send me the part, free of charge. This was IMPOSSIBLE according to the knifeshop i bought my knife because they could not order spare parts and had to ship the knife back to the States. Hope u will get your part , but i guess u will have to pull some strings again.

 

[DaveH]

I find it perfectly reasonable that a company would not want to send out parts, it just causes more problems for them.

I think the question really is, "Is it a reasonable expectation for knife companies to send out parts for production knives?" . I think that is a much more fair question that's open for debate and dicussion.

Otherwise, purely IMO, it's almost like you're using the forums to hold them hostage over what you want. Which is not uncommon, IMO.

 

[J Rummerfield]

E-mail me and I'll tell you how much it will be.

joshr@buckknives.com

I already have one request for a thumbstud in my inbox, not sure if its you, but I do take care of guys on this stuff, you just have to be patient.

We do have policies in place that the customer service folks have to follow. Joe and I have the authority to make exceptions.

Question,

When Ford makes an upgrade to one of its models, is it incumbent upon them to send new parts to people who bought old ones? NO

I don't care if you bad mouth us on our forum, it just makes you look (fill in the blank)- if you have a problem call me.

To clarify
No changes were made to the blade that I am aware of, except for adding serrations, however I could be wrong.

 

[JD Mandrell]

Question...if your so repeatedly unhappy with Buck's not providing you with extras why do you keep buying their stuff?

 

[SteelDriver]

When you have special needs such as ordering extra parts or upgrades, it's best to contact Joe or Josh directly to discuss your situation. It's their job to make customers happy, so they can work with you in ways the regular customer service is not equipped to. Buck's warranty and CS are great, but there are limits to what the regular reps can do for you.

For example, I had a flat-ground Buck/Strider Solution that I wanted to have reground to remove the dull heel near the choil. I sent the knife in to the normal customer service and they sent a new hollow-ground blade back to me. I returned that knife and contacted Joe Houser about the mixup, and he had Wild Bill grind my old blade just as I wanted and mailed back free of charge.

Paladin2443, I'm sorry to hear about your frustrations but if you give Buck another chance, I'm sure Josh will make it right for you.

 

[Paladin2443]

Well then, let's put this in perspective..........

[1] About 17-18 months ago, I played around with the blade tang and frame lock on a Kershaw Leek....to the point that I
ruined them. I called Kershaw, was honest about what I had done, and asked to get a price on replacement parts. The lady's
only question was: "What's your mailing address?" When I gave it to her she said they'd send me the parts.....under warranty.....and if I had trouble putting it back together, just put everything in a bag, mail it back to them, and they would assemble it for me.

[2] I called SOG about a month ago and asked if I could get an ambi thumb stud for an X-Ray Vision that I had bought very cheap....because it was missing the thumb stud. Would you like to guess what I received in a padded envelope a week later?

[3] On numerous occasions I've called Benchmade and asked for extra pocket clip screws, pivot washers, etc.

[4] CRKT........ditto.

When Ford makes an upgrade to one of its models, is it incumbent upon them to send new parts to people who bought old ones? NO

Your Ford analogy sucks Josh! It just makes you look....(fill in the blank)
If no changes have been made to the blade then someone in your company lied to me! Add that to the list of your bad policies!

E-mail me and I'll tell you how much it will be.

Sorry Josh.......I'm not going to pay anything for something that should have been part of the original knife. There are thumb
choils on both handles.......aren't there? That's why the single stud was replaced by an ambi stud.........common sense.

Question...if your so repeatedly unhappy with Buck's not providing you with extras why do you keep buying their stuff?

The answer to that is very simple: Buck Strider knives are heavy duty, well-built, reliable, and reasonably priced.

Maybe it's just the guy on the telephone

I talked to four people.

Lastly..........

I have faith in Joe Houser and I believe him to be a stand-up guy!

He may very well be only one of two or three people @ Buck Knives who understands the real value of customer support!

We'll see.

.

 

[Paladin2443]

Here's an update..............

I took Josh up on his offer to call him. Wish I'd talked to him or Joe when I called earlier!

A lesson learned.

Now I know two stand-up folks at Buck Knives!