Kershaw customer service--you've gotta be kidding, right?

elkins45

elkins45

Joined
Jun 17, 2006
Messages
4,090
Through a series of badly thought-out modification attempts I really buggered up my original Random Task a long time ago. Recently I thought I might contact Kershaw and ask them if they still had some spare parts so I could spruce it back up. Here's the response I got from Cheryl in customer service:

Good Morning Sean,

I’m sorry to say that this knife has been discontinued and we longer carry the parts to repair it. What we offer in place of repairing this knife is a replacement knife of equal value ($175.00). Please feel free to go to our website at www.kershawknives.com and choose a knife model to replace yours with, writing it on your enclosed sheet of paper. Then you are welcome to follow the directions below:
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You're kidding, right? I told them in my original communication that I was responsible for the problems and they still offered to exchange it for a new knife worth $175? What kind of crazy business model is this? Don't these people know they will go broke offering service like this? :D:D:D

Obviously I'm not going to take advantage of their generous offer, since the problems I inflicted on my knife weren't even remotely caused by Kershaw. Still, it does give me a good feeling to know they are so willing to stand behind their products. Kershaw, here's a big thumbs up for you! :thumbup:

There seems to be something different (and better) about knife people when compared to other hobbies and professions. I wonder how many other companies in other manufacturing segments would be willing to go this far to satisfy a customer? I think that what other people think of as "going the extra mile" is just the normal way of conduct in the knife community. We as Americans should be proud there are companies like Kershaw, Spyderco, Buck, and too many others to mention that exist here.
 
Wow, that's pretty extraordinary. Hopefully such policies will win them customers and they will continue to flourish.
 
Wait so you sent them the knife and they said that they did not have the parts and offered to replace the knife for free?
 
Indeed, incredible service. I love a company that stands behind its product no matter what, and that warranty is part of the reason I own quite a few! :D
 
They are good with service! The little lock thing on my scallion broke last year after like 6 or 7 years of use. I called them and asked where I could BUY a replacement and they refused to take money for them. Sent me out 3 new locks. Kind of frustrating that they wouldn't take money for a part that should naturally wear down, but hey guess they know what they are doing!

Even crazier that they are wiling to replace a $175 knife!
 
Extraordinary, huh?

They did about the same for me. I posted a very similar thread a few months ago but unlike you I took them up on their offer. Had little guilt about it because the screws on my Random Task fell out over time.

Originally, I sent it in to them and they called and said they didnt have those screws anymore so they offered me a new knife. I picked a Lahar and they said pick another one so I chose a Chive for the wife. They sent those to me for free and also sent my Random Task back which I wasn't expecting. I later found the needed screws on Amazon and fixed my RT.

Amazing customer service...:thumbup:
 
I only have two Kershaw knives. I had trouble with the lock on a mini Cyclone, so I decided to send it in. Now, the knife I sent in had been beat to hell and back. In a week I got a package from Kershaw containing a brand new mini Cyclone. They never asked for shipping or any other repair charges. That simple act made me look into buying more of their knives. I think they are a honorable company. I intend to buy two or three more in the next month or so....
 
FlaMtnBkr said:


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Sounds like he emailed them explaining the situation and that is the reply he got back.
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Wow, I love Kershaw. I was messing with my Blur and lost some of the screws and I asked how much it would be to buy another set and they sent me two sets so I could have one extra! I want to ask how much it would be to replace my Blur handle scales, because one time I was out and I fell over and my friend managed to step on my knife and now one of the scales it bent, but I don't want to take advantage of Kershaw so my Blur will just stay at home.
 
Same kind of fantastic customer service for my Shun chef knife after I mistakenly chipped the blade when I inadvertently hit a ham bone...they rul and have a loyal customer here.
 
NDJeep said:
Extraordinary, huh?

They did about the same for me. I posted a very similar thread a few months ago but unlike you I took them up on their offer. Had little guilt about it because the screws on my Random Task fell out over time.
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The clip screws screws on mine pulled out as well---but that's not the big problem. The big problem with mine is that I took the Dremel tool to the G10 scale to make a relief cut for the thumb stud----only to discover it was hollow under there, and that's where the Genie lives that made the AO work! Now there's a gaping hole in the scale and a nick in the torsion bar. None of that is Kershaw's fault.

EDIT TO ADD: the knife still works even after all that. The clip is only being held on with one screw and it looks like hell, but it still works just fine. When the last clip screw strips I'm gonna just tap it for bigger ones and slop the holes full of epoxy.
 
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We should boycott Kershaw until such heinous practices are halted! We as consumers should expect to be treated in a manner which does not benefit us in the least!

Gotta love Kershaw (or any company) that goes out of their way to take care of their customer. :thumbup:
 
Kershaw honors their warranty far above what other companys would.

What a great company and great example for others to follow.

:)

Tostig
 
kershaws customer service is just awesome. i had problems with one of my kershaws and they gave me all the parts i needed for free, rather quickly too. id keep buying from them
 
Wow :eek:

Thanks for passing that email along!



*runs off to look at the ZT Mudd again.... :D
 
I salute Kershaw for their customer service and the OP for not taking advantage of it.:thumbup:
 
Yep kershaw has always been top of the pack as far as replacement knives go. No matter what problem I have ever had no matter how picky they always have taken care of me. If i had not got into OTF autos and balisongs They still may have been the only knife i carry. I also miss the kershaw forum.
 
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