Kershaw CS

Y

yans

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Jun 20, 2001
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Well it happened. I broke the torsion bar on my Blur tanto. It is well over a year old and is the knife I carry every day, and because it is so fast I play with blade constantly while on the road driving my truck.

So I sent off an email at 6:30 PM EST and at 6:35 got this response from a Brittany!
John,



Your parts request is being processed and should ship out within the next day or two. Please be looking for it in the mail in about 7 to 10 business days. As always, there is no charge for this service. This should be enough to get your knife back in complete working order.Please remember to add blue loktite to the threads of the handle, pocket clip and pivot screws. Allow the knife to dry for 24 hours before using it again.This will keep the screws from backing out again.If you need anything else let us know.





So for all you guys out there that claim thier company has great customer service. All I can say is.

You aint got sh$% on Brittany!
 
I had a similar message from Brittany recently. Ordered some replacement pivot screws for a Zing. Yes, Kershaw has ***gold-star*** CS !!
 
Yep, Kershaw has great customer service. IMO this should be a major consideration when buying a knife.
 
I would not be suprised to see about 4 torsion bars showing up. thats what happened to me. a couple days after i got the torsion bar i asked for, another package showed up with 3 more. not guaranteed, but cool.
 
Yeah, great CS,,,i had a scallion that the torsion bar broke, sent it in and they sent back a brand new knife, no complaint there,,
 
Yeap.

Kershaw has a LIFETIME supporter here just because their customer service is the best.

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Others may make fine knives , but none of them match Kershaw customer service.

Tostig
 
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thegeek574 said:
I would not be suprised to see about 4 torsion bars showing up. thats what happened to me. a couple days after i got the torsion bar i asked for, another package showed up with 3 more. not guaranteed, but cool.
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Haha, just what I was thinking. And maybe a torx driver, some pivots, a new pocket clip, some body screws... I had all of the above show up one time when I contacted Kershaw's CS department about a broken torsion bar in a Leek. You can hardly do better than that when it comes to customer service. :thumbup:
 
I've been somewhat annoyed with Spyderco CS lately. Not a big deal or anything, but the clip on my dodo just sheered off one day and I want to get another one, but I have to pay for it. I don't really mind the cost, but the principle of the thing, and even more than that, the fact that I'm a crazy busy person who doesn't have time to talk on the phone until late at night...

again, not a big deal. just something I wouldn't have to deal with with kershaw.
 
I have a Cyclone sent in for warranty work right now. I don't think the torsion bar broke, it was just out of adjustment or sized out of tolerance. It worked sometimes, but most of the time it made a loud "Click" when closing it, and then the A/O wouldn't work. I'm figuring the torsion bar jumped off whatever the reset mechanism is during the closing rotation. I think I'm in the minority around here, but I really like the A/O, and it's one of the main reasons I chose the Cyclone, and I really didn't feel comfortable trying to fix it myself.

I agree with everyone that Kershaw's warranty is exemplary, but I do have one (fairly minor) complaint about it when you have to send stuff in. It's slow as snail snot. They ask for 4 - 6 weeks before even contacting them about your work, but they don't even generate an email to say they received it. Now, I know they received it because I sent it FedEx and got notified of the delivery, but without a confirmation from the warranty dept., I have no way of knowing that it made it in the pipeline. So I'm waiting patiently until the 17th (the day it was delivered last month) before contacting them, but it's really gonna be frustrating if whoever answers the phone says, "We can't find your work order Mr. Blues." Hopefully that won't happen, but a quick and simple, down and dirty confirmation email would prevent anything like that happening if their instructions just said, "If you don't get a confirmation from us after we've had it for a couple of days, please contact us."

Don't mean to rant here. As long as everything goes as their instructions say they should, I'll get over the long wait time. But it really does leave the customer floppin' in the wind to not be able to make contact and not be contacted by the company for as long as six weeks. Seems that could be improved, even if the lead time for the work completion can't be.
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Blues
 
Artfully Martial said:
I've been somewhat annoyed with Spyderco CS lately. Not a big deal or anything, but the clip on my dodo just sheered off one day and I want to get another one, but I have to pay for it. I don't really mind the cost, but the principle of the thing, and even more than that, the fact that I'm a crazy busy person who doesn't have time to talk on the phone until late at night...

again, not a big deal. just something I wouldn't have to deal with with kershaw.
Click to expand...

Plus they charge $20 plus shipping just to grind down a broken blade. They won't replace blades period...
 
Artfully Martial said:
wait--didn't the cyclone have a button that turns the AO on and off?
Click to expand...

Yes, but it was not a factor in the defect. While turned off, there was no "CLICK" and the manual way of opening it worked just fine, which is what led me to believe that the torsion bar wasn't broken because it was being moved out of the way in the off position. It just rarely reset properly with the switch turned to the on position. Once in a great while it did, but probably not even 10% of the time.

Like I said, the A/O function was one of the reasons I bought the knife in the first place. Switch or no switch, even if it was user error (which it definitely isn't in this case), the CS can be vastly improved for people who have to send their property away for 4 -6 weeks without hearing a word about progress, or even receipt, with a very simple confirmation email. That's my only complaint. It's not about the warranty itself. It is without a doubt among the best in the business.
 
BluesStringer said:
Yes, but it was not a factor in the defect. While turned off, there was no "CLICK" and the manual way of opening it worked just fine, which is what led me to believe that the torsion bar wasn't broken because it was being moved out of the way in the off position. It just rarely reset properly with the switch turned to the on position. Once in a great while it did, but probably not even 10% of the time.

Like I said, the A/O function was one of the reasons I bought the knife in the first place. Switch or no switch, even if it was user error (which it definitely isn't in this case), the CS can be vastly improved for people who have to send their property away for 4 -6 weeks without hearing a word about progress, or even receipt, with a very simple confirmation email. That's my only complaint. It's not about the warranty itself. It is without a doubt among the best in the business.
Click to expand...

Whew...I thought it was just me.

My knife does the exact same thing and has since the day I bought it new. There is a loud click and the A/O doesnt work regardless of what position the on/off switch is in. If you manually hold she on/off switch in the "on" position, you can get the knife to close and stay A/O about 90% of the time.

Guess I will have to send it in.
 
NOBODY in the industry can touch Kershaw's customer service. Many make the claim of the "best", but Kershaw's really is.
 
I haven't had to contact Kershaw customer service yet (just got my first blade from them a few days ago - ZT0200). Glad to hear they have good service though.

I have had good experience with SOG.

However, I requested a new pocket clip from Benchmade 2 weeks ago and have yet to hear from them. I ended up returning the knife anyway for lock-up issues but am pretty surprised they did not even respond to me.
 
I've been buying a lot of Kershaw lately. I bought a Cyclone on a whim and it's now my EDC, I liked it so much that I bought one for my father-in-law. I heard a ton of good stuff about the Breakout so I picked one upand was so impressed with the value/quality ratio that I sent Kershaw an e-mail telling them so and received a reply within an hour!

I am so happy that you are pleased with all your knives! If there is anything else that we can do for you please let us know!



Have a great weekend!


Sarah Pratt
Customer Service
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I haven't had any problems with any of my knives yet but from what I've heard, I wouldn't be worried even if something did come up. I've been so satisfied with Kershaw that I've recently purchased:

2 Cyclones
2 Clashes
1 Breakout
1 Junkyard Dog II
1 Damascus Shallot
1 Nakamura (in the mail)

On payday, I'm ordering the following:

1 Damascus Chive
1 High-polish Chive
1 Tungsten-carbide Chive
1 Damascus Leek
And whatever else I fall in love with between now and then. :p

I've always had a respect for Kershaw but I think I'm now a certified addict. I really can't wait to pick up a ZT, maybe if I stop buying 3-4 Kershaws at a time!
 
Just to complete my part of this thread, I just got my Cyclone back from Kershaw Customer Service, one day before the minimum 4-week wait that they ask for before being contacted about it. That's good, I really appreciate them completing the repair (it works flawlessly now) within the time-frame they said to expect. Like I originally said, I have no criticism(s) of the warranty or length of time itself, I just wish I had known for the last 4 weeks that it had been received and made it into the cue. Now I know it did though, so I guess that just proves I'm a worry-wart.
_shrug__or__dunno__by_crula.gif


Blues
 
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