it can vary, so it seems.
i sent one in for repair a few yrs ago, ~ '05 or so, a halo IIRC, it was a nightmare, they were difficult to contact, it took a loooong time (6-7 months IIRC) after initially saying it would be 4-5 weeks, they actually lost the thing for s week or so lol, i later contacted them about a piece of cord for a lanyard on a SOCOM elite i had gotten (it didnt come w/a lanyard when i got it 2nd hand, the previous owner said it didnt come with one but who knows?) and i figured a ft or so of thin cord would be maybe $8, $10 tops, after my previous experience maybe they would just send to to me, anyway they wanted like $25 or $30 for it (i passed and got 50ft for IIRC $5.99 from brigade QM) so i wasnt happy to say the least, but i had one of my makoras lock up last yr and called them ( call dont EM them they never answer EM's FWIW) and got a live person on the other end, got a RO#,shipped the knife to 'em thru a bud whos a dealer, and they sent it back fixed for return shipping, albeit a couple of weerks later than they had said at first, all in all pretty much painless.
i have heard similar stories both good and bad lately about them so i suppose it can sometimes be a crapshoot, but do call them i have never had any luck contacting by EM, not ever, supposedly they are working to improve CS, get it more consistent, if they have succeeded or not i cant say.
good luck though,
but really, after my last deal w/'em, i wouldnt be too concerned, but YMMV.
