I recently sent my ZT 0560 in for service. The centering was off by quite a bit when I got the knife a couple years ago, and I just hadn't bothered to do anything about it. I have used the knife a bit, and since it was in need of a sharpening, I sent it in. I asked them to also work on the centering. KAI received the knife on 8/10 and I got it back on 8/17...very fast. Not only did I get the knife back quickly, but it came back to me very sharp, and the blade is now perfectly dead centered. The guy who answered the phone to give me return instructions was very friendly as well. Overall, great customer service. A+!
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KAI/Zero Tolerance warranty experience
- Thread starter rob32
- Start date
I've used their warranty service a couple of times. I've relied on using the return form. That way I can document the issues and they can address it. I don't feel comfortable calling and having them interpret what I said and typing it into their system. I believe I have 6 of their blades so far, so 2 out of 6 needing warranty isn't so bad in my opinion; it's not like I depend on them for my life or livelihood.
I have 4 ZT blades and this was the only one that didn't come absolutely perfect. That has now been remedied. I still sent in the warranty form, but I wanted to call ahead of time to speak with someone before sending it in.
Thanks! Me too. With so many bad stories of poor customer service out there, I like seeing a company that takes care of their people. For the price, I love ZT knives.
- Joined
- Mar 9, 2012
- Messages
- 513
I purchased a plain old 560 on the exchange about 2.5 years ago, got it for quite cheap so I was skeptical and when I got it I found out why. Major case of lock slide, the blade would push the lock bar over and close with only light pressure on the spine, no spine whacking, just very light finger pressure. I spent the cash and sent it in from Canada, as I said the price on the knife was so good that even if it cost me a couple extra bucks it was no big deal, explained the problem, filled out the form and waited.
Well the knife returned to me in good time, it was a month or less by my recollection, so no issue there at all, but the problem remained. There was a slight difference in the pressure required to "slide" the lock bar over, but basically marginal change. There had been a nice sharpening job done on the blade so that was a plus, but I was disappointed that my shipping money had been spent and the problem had not been rectified.
My solution? I took matters into my own hands and dismantled the knife, with a small tungsten file that I had I carefully re-contoured the lock bar face in a very small area to increase the contact area of the lock bar and knife tang, a minor adjustment that completely corrected the problem in less than 15 minutes work without affecting lock-up percentage in any noticeable amount. The knife locks up solid as a rock now, as it should, and it still was a pretty good deal for me.
No hard feelings toward ZT, I love a lot of there stuff, but this is just my honest story with their warranty department.
Well the knife returned to me in good time, it was a month or less by my recollection, so no issue there at all, but the problem remained. There was a slight difference in the pressure required to "slide" the lock bar over, but basically marginal change. There had been a nice sharpening job done on the blade so that was a plus, but I was disappointed that my shipping money had been spent and the problem had not been rectified.
My solution? I took matters into my own hands and dismantled the knife, with a small tungsten file that I had I carefully re-contoured the lock bar face in a very small area to increase the contact area of the lock bar and knife tang, a minor adjustment that completely corrected the problem in less than 15 minutes work without affecting lock-up percentage in any noticeable amount. The knife locks up solid as a rock now, as it should, and it still was a pretty good deal for me.
No hard feelings toward ZT, I love a lot of there stuff, but this is just my honest story with their warranty department.
I'm a firm believer that all stories should be told in order for people to make informed decisions about future purchases. I know I used to lurk on this site well before I became a member, just so that I could get reviews, and see what other people's experiences have been like.
I work in customer service, so I know customers can piss people off, but good customer service is how a company really shows it's integrity. It's easy to sell a product to someone and take their money. Much harder to take care of that customer in the long run and make sure they are happy with their purchase.
- Joined
- Mar 9, 2012
- Messages
- 513
I should add that I have bought at least ten more ZT folders since that experience and never had any reason to use the warranty services again, if need be I would not hesitate to send a knife in as I realize no company is perfect and they would definitely get another opportunity to demonstrate their customer service. Overall I am very pleased with their knives.
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I'm glad the op had a positive experience. While I'm a big fan too (purchased over a dozen by now), my one and only warranty experience was a worthless exercise. If it were just a cosmetic issue, I would have just blown it off. But it was a function AND safety problem, and that really ticked me off that it was just returned without change or explanation.
But to their credit, they have learned from some of their less than optional design/features, and have constantly improved. The last ten I've purchased have been pretty decent.
But to their credit, they have learned from some of their less than optional design/features, and have constantly improved. The last ten I've purchased have been pretty decent.
ZT has been GREAT about sending extra needed parts, some replacements, some back ups (extra torsion bars, washers, screws etc.)...at no charge and via polite, knowledgeable & helpful cust. srvc. people. What more can you ask for these days? --> A++ for ZT!
- Joined
- Feb 25, 2014
- Messages
- 1,517
I sent in a 2nd hand 0350 for work a year or two ago. I printed off the form and sent it in expecting to get a quote or a bill, and it came back fixed and sharpened at no charge.