Manufacturers' Customer Service

[2brothers]

I'd like to know who has actually used customer service from a knife manufacturer.

I recently contacted Kershaw to get 2 clip and screw sets for 2 different models.
I used the online form.
Note that I sent the request at 4:50AM on the 21st, then it was replied to at 10:56AM on the 21st.
I received the clips on the 24th (they were mailed on the 21st). That is good customer service in my opinion.

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Now, I contact Benchmade online for almost the exact same thing.
My first contact, granted, was sent on Christmas Day. It could have gotten lost somewhere.
It's electronic not paper, but still, I guess it happens.
My second contact was on Jan 3rd. I waited a few days and still no reply.
On Jan 7th, I sent the same message. This time though, I added at the bottom of the message,
"This is the 3rd time I have contacted you and not received a reply"
On the 12th I finally get a reply.
I was told they could send what I wanted out, without having to send my blades in. Cool
I replied on the 12th at 7:28PM (sorry, didn't get that in the pic) with my info they requested.
On the 23rd I received another email from them stating that my clips would be mailed out the following week.
After being mailed on the 27th, clips arrived yesterday.

I am happy with the outcome on both of these. I got what I needed.
Just disappointed in the length of time on the latter.

Has anyone else had service similar service that takes a month?
Would you be inclined to purchase from the company with better service?

mike

 

[batosai117]

I'm surprised no one else has responded yet

I have had great experiences with a lot of companies, but SOG always stood out to me. They don't have many people like the big names, but they are a friendly bunch both on the phones and through emails.

I have requested SOG Trident clips, SOG Vulcan clips, and Flash II clips and got responses within 24 hours and the stuff I needed within a week each time. The clips came in a little tan padded envelope with a small sog catalogue and two clips with extra screws as well :thumbup:

I was a very happy camper each time

 

[Morrow]

I've dealt with the customer service folks at Kershaw, Buck, Spyderco and Case. All were very helpful and took care of my questions and service requests without an ounce of hassle. Funny thing....I still buy Kershaw, Buck, Spyderco and Case.

 

[338375]

I've only dealt with Case and Buck. Both were outstanding...

Personally, I won't buy from a company that has poor customer service.
In the past I bought a few high end rifle scopes and binoculars from a company(No it wasn't Leupold, They are great to work with)..
I had numerous quality issues and their service was terrible, they even managed to LOSE a scope after they had received it..
Needless to say, I don't buy any more of their products even though I still like them.
Communication is the key, and goes a long way towards being understanding...

 

[2brothers]

Thanks for the responses.
I believe some just don't care about customer service (consumers I mean).
I've seen folks throw away items that still maintained a warranty because they
didn't want to deal with a manf's CS.
That never made any sense to me. Part of the price you pay for a product goes to that department.
They want you to be happy after a sale. At least I think they would.

As for the manufacturer, I believe customer service should be a major focus of their business.
If you fail at that, what else are you doing wrong?

mike