Kershaw customer service and parts replacement.

[Killtation]

I'm a huge Kershaw fan and have had to request replacement screws, torsion bars, etc. I've received excellent service every time.

I'll use my most recent request as an example. The torsion bar gave out on my EDC. I've disassembled this knife several times for maintenance, cleaning, and customization. I opened it up for about the tenth time to take the broken torsion bar out and ended up stripping a fair amount of the screws in the several times taking them out. The pivot screw because i couldn't find a T8 and went at it with a T6 (Stupid, i know, but i'm lazy sometimes), the pocket clip screws were too tight from the factory so in the process of switching it to tip-up carry i stripped them even with the right Torx bit. Also, two of the body Screws.

To make a long story short, i ordered almost every part on the list for replacements and received a personalized E-mail from a rep named Jeremy in about a day. He was very nice and understanding and got the parts shipped quickly. I asked how he would suggest getting the stripped screws out and he replied within a couple hours with another personalized E-mail explaining that they would be happy to do it for me if i sent it back but i decided to just use my dremel.

Response time: A+
Friendliness: A+
Shipping Time: It's been 10 days and I've yet to receive the parts but that's understandable. He got them shipped quickly, they just haven't been delivered yet.
Cost: $0.00
Overall Experience: A+

Great customer service. Definitely would recommend to anybody. They go above and beyond to make their customers happy.

 

[Killtation]

So i received the replacement parts today, my Zippo also came back from repair so it was like a little christmas.

I requested 1 set of pocket clip screws, 1 set of body screws, 1 pivot screw, and 1 Torsion bar.

I received 1 set of Pocket Clip screws, 1 pocket clip, 1 pivot screw, 2 sets of body screws, and 2 Torsion Bars.

Needless to say, I was surprised and very pleased, shipping was about two weeks and they sent me enough parts to keep my knife maintained for a long time, even ones i did not request. I'm highly satisfied.

Overall Experience update: A++

Also, not sure if you guys like Zippos, i know we're all knife collectors here but i also enjoy Zippos. Everybody knows their customer service is great but it was exceptional this time. Replaced the insert and gave my old one back, replaced the hinge, included a wallet sized plastic card specifying Zippo markings, a copy of their guarantee paperwork, a separate paper with the pricing of all their products, and a Consumer guide. On top of all of that they sent me a few extra flints and a new wick just for the hell of it. All for only the $1.69 it cost me to ship it back to Bradford, PA.

I know this is a knife forum and blah blah but i just love companies with great customer support such as KAI and Zippo.