Kershaw Warrenty Question

S

snorkem

Joined
Aug 12, 2009
Messages
410
I just sent my Kershaw Tyrade in to kershaw, the tracking number confirms it was delivered, but will they call me or email me to confirm they have it and my questions about it?
 
If you included a letter with specific questions and requested they contact you, I'm sure they will. I wouldn't worry about it though, as long as they received it, I'm positive that they will exceed your expectations.
 
snorkem said:
I just sent my Kershaw Tyrade in to kershaw, the tracking number confirms it was delivered, but will they call me or email me to confirm they have it and my questions about it?
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I would just give them a call.
(503) 682-1966
 
snorkem said:
I called but theyre out for " a company event today" oh well i geuss il try tomorow
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Not sure if they are open on Saturdays, they might be... I would not worry about it. They will fix whatever you need fixed on it, as well as sharpen your knife, and clean it up if needed. KAI has one of the most exemplary customer service departments in the industry.
 
So I sent the knife in, they received it, and well lets say i am NOT satisfied with their customer service. They received it 8 days ago, so it is in their system and they have looked at it. I called them up to ask about it, and I described the problem I had with the edge deformation in the last inch of the blade. The warranty "professional" was unable to find the edge deformation, she kept asking me where on the blade. It is VERY noticeable deformation I cant see how no one would notice it, i showed the knife to several people before i sent it in and they all agreed that there was noticable edge deformation and rolling. So she says she is going to show it to her manager and give me a call back later that day. That day was yesterday, and I called today and was greeted b someone who said they would call me back later today. I just called to find out what happened and they are closed through the weekend. All i needed was to talk to someone who knew anything about this knife, I ask a simple question can you check if the heat treat is faulty? And the women on the other end starts telling me about how they don't make that certain blade anymore. I know that historically kershaw has good service. Not in this instance. I cant get a straight answer out of them. It seems to me like everyone I talk to needs explaining, from how CPM D2 doesn't normally behave this way, to what a heat treat is. All I need is to have a conversation with someone who actually is trained to deal with this. I'm not expecting a super fast turnaround time, but when i call them i expect to talk to a professional, who can actually answer my questions.

Its very disheartening for me, one of the reasons I bought this knife was I've only heard good things regarding their warranty and customer service. I hope I get some answers on Monday when they get back to work.
 
snorkem said:
So I sent the knife in, they received it, and well lets say i am NOT satisfied with their customer service. They received it 8 days ago, so it is in their system and they have looked at it. I called them up to ask about it, and I described the problem I had with the edge deformation in the last inch of the blade. The warranty "professional" was unable to find the edge deformation, she kept asking me where on the blade. It is VERY noticeable deformation I cant see how no one would notice it, i showed the knife to several people before i sent it in and they all agreed that there was noticable edge deformation and rolling. So she says she is going to show it to her manager and give me a call back later that day. That day was yesterday, and I called today and was greeted b someone who said they would call me back later today. I just called to find out what happened and they are closed through the weekend. All i needed was to talk to someone who knew anything about this knife, I ask a simple question can you check if the heat treat is faulty? And the women on the other end starts telling me about how they don't make that certain blade anymore. I know that historically kershaw has good service. Not in this instance. I cant get a straight answer out of them. It seems to me like everyone I talk to needs explaining, from how CPM D2 doesn't normally behave this way, to what a heat treat is. All I need is to have a conversation with someone who actually is trained to deal with this. I'm not expecting a super fast turnaround time, but when i call them i expect to talk to a professional, who can actually answer my questions.

Its very disheartening for me, one of the reasons I bought this knife was I've only heard good things regarding their warranty and customer service. I hope I get some answers on Monday when they get back to work.
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Sorry to hear you have issues with our CS, certainly goes against who we are.

Perhaps a little extended patience is needed in this matter. It could be that CS needs more time to evaluate your knife and the potential issue you describe. It could be the people they need to speak with were not working during the time frame you needed help. Unfortunately we can't always satisfy on the spot. Checking HT's can be a tad more tricky than the "normal" warranty that we see on a daily bases.

Have a nice long Holiday weekend, and I'm sure you will get the answers you desire in short order.
 
Thanks you for your consideration,

What troubles me is not that I was unable to be satisfied on the spot, I understand how they have a lot of callers just like me, I never received a call after they said they would call me back. And when I called just to check what they were doing(they never said if they were going to check the heat treat, instead the women on the other end started talking about how this knife is not in production anymore and they don't have and blades like this) I was greeted by someone who said quote "I will see the status of it and have someone call you in a little bit". Not once have they actually called me back.
 
It is the last day before a long holiday weekend. There is no point in someone calling you back if they don't have an answer for you yet or the person they need to talk to is out. If they are having some kind of company function that just confuses the issue further.

No offense but I think you jumped the gun a little on your complaint. Have a little more patience and give them some time to figure things out and make it right. They have a stellar track record for customer service and warranty work for a reason. If they don't fix anything or don't make things right then let everyone know about it. TGB&U is probably the correct forum for issues with customer service. Or maybe whine and cheese for rants.
 
Last year I bought an OD-1 that seemed to have some issues (to me). I e-mailed customer service and they got back to me very promptly. This led to a number of other follow-up questions on my part, all of which were answered quickly and courteously. I was favourably impressed by Kershaw and their people. I have full confidence that they will resolve your concerns for you.
 
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