Minor issue

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northend816

northend816

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I just bought my second Kershaw Thermite like 3-4 weeks ago and the torsion bar broke. I contacted customer service by their website for replacement part like I have few times before all for torsion bars and they tell me this model is discontinued and Id have to mail knife in to get it fixed. My question is when was Thermite discontinued because they have the blackwash model in 2014 catalog I just received??? Or is this some kind of new policy with company???? Im not happy either way and as owner of 64 Kershaw knives if this is new policy Im selling them all
 
Before overreacting and jumping to conclusions, did you try calling and asking what was going on?
Phone call > Email
 
It does not appear to be discontinued. I would try contacting them again. This sounds more like an employee error, than a policy change.
 
Maybe I am over reacting some but Ive spent thousands of dollars on this knives and do not like to be lied to or given wrong info.....its a waste of my time. But I guess Ill have to call tomorrow and talk to someone.
 
I have sent 2 emails responding to one they sent me saying it was discontinued I guess Ill have to call
 
I give you word back right here northend816.

No, the Thermite hasn't been disco'd.

No we haven't changed our policies.

No, no employee lied to you.

Yes, it sounds as if someone gave you the wrong information. We're so sorry for wasting your time.

Why don't you PM me and I will get a torsion bar or 2 out for you.

Thomas
 
Kai Corp. said:
I give you word back right here northend816.

No, the Thermite hasn't been disco'd.

No we haven't changed our policies.

No, no employee lied to you.

Yes, it sounds as if someone gave you the wrong information. We're so sorry for wasting your time.

Why don't you PM me and I will get a torsion bar or 2 out for you.

Thomas
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Thomas thanks for your help and I must say I over reacted this just seemed to be the cherry on top of a very very bad few days.......its always the little things that push me over the edge at times and I directed my anger towards the wrong thing. I have always had great experiences with Kershaw in the past and just love your knives. should have thought and calmed down before hitting send......I wont waste your time with something this small and will call customer service tomorrow I would think you have more important things to do lol but thanks. Ill close this thread
 
So I called Kershaw customer service today and spoke with lady who sent me email saying Kershaw Thermite was discontinued and again she told me that it was discontinued lol I told her that I spoke to Thomas last night and that that model is not discontinued at all and is in 2014 catalog. She didn't say anything for a second than told me they didn't have the parts because it was an over seas made knife from China!!!!! Im not sure whats going on now lol
 
northend816 said:
So I called Kershaw customer service today and spoke with lady who sent me email saying Kershaw Thermite was discontinued and again she told me that it was discontinued lol I told her that I spoke to Thomas last night and that that model is not discontinued at all and is in 2014 catalog. She didn't say anything for a second than told me they didn't have the parts because it was an over seas made knife from China!!!!! Im not sure whats going on now lol
Click to expand...
I don't know what is going on either to be honest, ignore the people on the phone and stop confusing yourself. Thomas told you he would take care of you. Not sure why you'd want to call and talk to the same lady again about it. If she is misinformed then she will be corrected by people she answers to, she doesn't need a stranger to do it from across the country. There is nothing to gain from what you did/calling again. I'm not trying to be rude here, but come on now...
 
I tried to PM Thomas and it wont let me send him message so I had to call.....not sure if he blocked me or what!!! I did tell him I would call myself because its not really his job to handle small stuff like this I bet he has more important things to do. When I did call they asked me who sent me email and transferred me to them I didn't ask for that person believe me lol
 
Well its been well over week and she is telling how many people its discontinued.......many people not into collecting don't know any better and its wrong not to speak up
 
I fully understand you man, I do. But personally, I would not feel like it were my place to correct an employee like that over the phone and such. Obviously some info got distorted and was incorrectly passed on from above down to her. They have to figure it out using their own procedures.
 
Changed my settings, you can now send me a PM...Talked with Warranty, and there was some misunderstanding about the Thermite and it's status, it's all cleared up now. As to our imports we don't always have all the parts and pieces in stock everyday all day.

Oh, and in before Fanglekai tells us all about our level of service is dropping at the same alarming rate as our QC...
 
I see ur point but im the type of person to see something that's wrong and let it go....just not me. So that said I called again and asked for supervisor so I could get to bottom of things. They told me just now that's its not discontinued but they don't have any parts for newer made Kershaw models made in China.That is I wanted it fixed I would have to mail it in and once they got it they would just replace knife with new one. I got my answers lol
 
This is a customer service discussion now so I'm moving it to Feedback.
 
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