Because I've only read good things here about Kershaw's customer service, I'm going to stick to facts about my experience. You decide for yourself and feel free to comment.
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One day in the first week of July, I had disassembled one of my Skylines to clean and lubricate it, and one of the tiny handle nuts bounced off the table and onto the carpet. I looked for about 30 minutes and finally gave up, knowing that I could contact Kershaw and they would send me replacements.
So, on July 8, I went to the Kershaw website and filled out the request form for new parts, adding a comment that I needed the nut that the handle screw fits into, and not the screw. I received a follow up email stating that the parts request had been processed. I waited until July 23rd and sent a reply to the email, stating that I had not received the parts. Again, I received a reply stating only that the parts request had been sent. So, I decided that I would wait patiently for the part to arrive.
On August 3, the part had not arrived, so I sent a PM to the Kershaw subforum moderator, who very kindly gave me the name and email address of the customer service manager. I emailed him and related what had happened up to that point. He responded on August 5th saying that he would resubmit the parts request and get the package out in a couple of days. He said that this time he would obtain tracking information in case the package got lost. He also apologized for the delay.
On August 19, the part had not arrived, so I sent the CS manager another email informing him and asked him if he had the tracking number. The next day, a package arrived that contained only the handle screws - no nuts, which is actually what I requested. I called Kershaw the same day and spoke with a CS rep and he told me they would be shipped out and that I should receive them the following week (this week). In the meantime, the CS manager replied yesterday to my August 19th email saying that he did not have the tracking number and that he would send another parts request with tracking information and to let him know if I do not get the package within a couple of weeks. Again, he said he was very sorry for the delay.
I have to admit that I'm very close to giving up! Is it always this difficult to get replacement parts from Kershaw?
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One day in the first week of July, I had disassembled one of my Skylines to clean and lubricate it, and one of the tiny handle nuts bounced off the table and onto the carpet. I looked for about 30 minutes and finally gave up, knowing that I could contact Kershaw and they would send me replacements.
So, on July 8, I went to the Kershaw website and filled out the request form for new parts, adding a comment that I needed the nut that the handle screw fits into, and not the screw. I received a follow up email stating that the parts request had been processed. I waited until July 23rd and sent a reply to the email, stating that I had not received the parts. Again, I received a reply stating only that the parts request had been sent. So, I decided that I would wait patiently for the part to arrive.
On August 3, the part had not arrived, so I sent a PM to the Kershaw subforum moderator, who very kindly gave me the name and email address of the customer service manager. I emailed him and related what had happened up to that point. He responded on August 5th saying that he would resubmit the parts request and get the package out in a couple of days. He said that this time he would obtain tracking information in case the package got lost. He also apologized for the delay.
On August 19, the part had not arrived, so I sent the CS manager another email informing him and asked him if he had the tracking number. The next day, a package arrived that contained only the handle screws - no nuts, which is actually what I requested. I called Kershaw the same day and spoke with a CS rep and he told me they would be shipped out and that I should receive them the following week (this week). In the meantime, the CS manager replied yesterday to my August 19th email saying that he did not have the tracking number and that he would send another parts request with tracking information and to let him know if I do not get the package within a couple of weeks. Again, he said he was very sorry for the delay.
I have to admit that I'm very close to giving up! Is it always this difficult to get replacement parts from Kershaw?
