My customer service experience with CRK and Strider

mongomondo

mongomondo

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For some reason I've always had bad luck with knives and needed to return them for repairs. So far it's been the BM710, CRK small sebenza, CRK large, and a Strider SnG. I wanted to talk about my customer service experience with CRK and Strider.

CRK
Bought a large Sebenza and when I received it the lockbar was too far over and resulted in just a tiny bit of play. I called CRK and they told me to send it in. I got it back less than a week later and Chris Reeve himself called me to apologize and explained exactly what went wrong and how they fixed it. The only cost to me was for shipping it to them, they overnighted it back to me for free.

Strider
Bought an SnG, noticed it had significant side to side bladeplay. I did not have the tools to adjust the pivot and I thought since I've owned it less than an hour I rather just return it for a repair or replacement. I called Strider and they instructed me that I had to send it in with a $15 check. I sent it in and according to USPS tracking they received it on Dec 11. Well now it's January 21, 2009 and I've received no update via email or phone. I just called them and they said the repair is still not done and that it might be another two weeks. No apology or anything. Now, I know Strider will fix this issue, but isn't it a little ridiculous to have to wait over a month for a knife's pivot to be tightened? I don't want to say bad things about Strider, afterall the knife was really awesome for the couple hours that I owned it. But c'mon, at least give me free return shipping!
 
This has reaffirmed that I would "get a Sebenza" long before I went with a Strider.
 
I am fairly certain the outcome of your experience will surprise no one on this forum. The astute learned long ago from the many reported owners of both CRK and Striper knives.
 
mongomondo said:
For some reason I've always had bad luck with knives and needed to return them for repairs. So far it's been the BM710, CRK small sebenza, CRK large, and a Strider SnG. I wanted to talk about my customer service experience with CRK and Strider.

CRK
Bought a large Sebenza and when I received it the lockbar was too far over and resulted in just a tiny bit of play. I called CRK and they told me to send it in. I got it back less than a week later and Chris Reeve himself called me to apologize and explained exactly what went wrong and how they fixed it. The only cost to me was for shipping it to them, they overnighted it back to me for free.
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So you bought a new knife that had issues right from the start and you had to pay the shipping to send it to them to have it fixed as it should have been from the start.You had to pay shipping?:eek: I would not buy a knife from any maker that expected me to pay shipping to send them a knife back so they could repair it to the standard it should have been in the first place.
 
Wow, what a coincidence :o I just so happened to call Strider about 10 minutes ago to see if they could "re-grip" my G-10. The lady on the phone said that they would probably have to replace the whole G-10 altogether and it would average about $90.00 :eek: She said to mail it in with a note saying what was wrong and how I wanted it fixed.

Then after that they would call with a quote. It looks like I'll just keep my SnG the way it is. I would hate to be out $100.00 right from the start and not see any results for over a month :thumbdn:
 
STEELWHORE said:
So you bought a new knife that had issues right from the start and you had to pay the shipping to send it to them to have it fixed as it should have been from the start.You had to pay shipping?:eek: I would not buy a knife from any maker that expected me to pay shipping to send them a knife back so they could repair it to the standard it should have been in the first place.
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I bought it from ebay. Also, if those are your standards, don't buy from ANY production knife company.
 
most anyone is gonna require you to ship the knife to them, and for you to foot the bill, some folks will send it back to ya on there dime ( pat crawford comes to mind) but again most will make you pay for it,

and it doesnt matter if its production or custom imho, after thinking for a few minutes i cant think of anyone who has sent one back from warranty work and payed return shipping except pat crawford, not BM, spyderco, buck, bud nealy, strider, gerber, emerson (production or custom), al mar, IIRC no one except pat crawford.
 
mongomondo said:
I bought it from ebay. Also, if those are your standards, don't buy from ANY production knife company.
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Saying you bought it off ebay in your post would have made it clearer:)
and yes,they are my standards.If i buy something new and it is not 100% then i dont expect to have to pay the shipping to have it put right.It should have been that way originally when i bought it and paid for the shipping.


SIFU1A said:
most anyone is gonna require you to ship the knife to them, and for you to foot the bill, some folks will send it back to ya on there dime ( pat crawford comes to mind) but again most will make you pay for it,

and it doesnt matter if its production or custom imho, after thinking for a few minutes i cant think of anyone who has sent one back from warranty work and payed return shipping except pat crawford, not BM, spyderco, buck, bud nealy, strider, gerber, emerson (production or custom), al mar, IIRC no one except pat crawford.
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I had a Busse that i sent back twice to have a finishing problem fixed up and Busse gave me shop credit for both directions,twice.
 
I predict 10+ pages and then a lock.

Coop
 
mongomondo said:
Strider
Bought an SnG, noticed it had significant side to side bladeplay. I did not have the tools to adjust the pivot and I thought since I've owned it less than an hour I rather just return it for a repair or replacement. I called Strider and they instructed me that I had to send it in with a $15 check. I sent it in and according to USPS tracking they received it on Dec 11. Well now it's January 21, 2009 and I've received no update via email or phone. I just called them and they said the repair is still not done and that it might be another two weeks. No apology or anything. Now, I know Strider will fix this issue, but isn't it a little ridiculous to have to wait over a month for a knife's pivot to be tightened? I don't want to say bad things about Strider, afterall the knife was really awesome for the couple hours that I owned it. But c'mon, at least give me free return shipping!
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I'm sure it gets a little busy over there
the tool is not that hard to procure
got it off ebay, so probably not new right?


J's Knives-N-More said:
Wow, what a coincidence :o I just so happened to call Strider about 10 minutes ago to see if they could "re-grip" my G-10. The lady on the phone said that they would probably have to replace the whole G-10 altogether and it would average about $90.00 :eek: She said to mail it in with a note saying what was wrong and how I wanted it fixed.

Then after that they would call with a quote. It looks like I'll just keep my SnG the way it is. I would hate to be out $100.00 right from the start and not see any results for over a month :thumbdn:
Click to expand...

I think milling out the G10 is a bit intensive, as it performs additional functions besides being a scale.

mongomondo said:
I bought it from ebay. Also, if those are your standards, don't buy from ANY production knife company.
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Again, probably not new

Esav Benyamin said:
From the FAQ:
Make your posts count
Don't post LOL or OMG or something stupid. We've got a ton of members and posts like these don't add anything.


I can't even figure out what you're :barf: about. Total waste.
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c'mon
 
"c'mon" what? it's a discussion forum. :barf: is discussion? The FAQ is there just for fun? Thanks for contributing.
 
Knife is brand new and the seller has pretty much perfect ratings. In fact I emailed the seller and told him about the blade play and he offered to send me a replacement if I returned it. I declined because I assumed Strider would take care of it. I didn't think it was going to take nearly 2 months or I would have taken up the seller on his offer. The point is that CRK doesn't care where I bought it from and took care of it in a week. I bought it from ebay and it was also brand new. To Strider's credit they didn't ask either, but this long wait sucks.

I couldn't care less if the tool is easy to procure. That has nothing to do with how long I've been waiting.
 
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It would have been nice for them to give you an explanation of why it was taking them so long. There may be a good reason for it, but they should let you know.
 
Probably got behind due to SHOT show and being a small shop. No idea, just throwing out a possibility.
 
Halfneck said:
Probably got behind due to SHOT show and being a small shop. No idea, just throwing out a possibility.
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That's probably very true :p This was probably the worst time of the year to try to send in a knife for fixing. The guys were probably pounding out as many knives as possible for SHOT and for the holidays.

Perhaps I'll send my knife in when they aren't backed up on stuff and I actually have money to burn :o
 
mongomondo said:
Knife is brand new and the seller has pretty much perfect ratings. In fact I emailed the seller and told him about the blade play and he offered to send me a replacement if I returned it. I declined because I assumed Strider would take care of it. I didn't think it was going to take nearly 2 months or I would have taken up the seller on his offer. The point is that CRK doesn't care where I bought it from and took care of it in a week. I bought it from ebay and it was also brand new. To Strider's credit they didn't ask either, but this long wait sucks.

I couldn't care less if the tool is easy to procure. That has nothing to do with how long I've been waiting.
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strider doesn't care where your knife came from either, their warranty follows the knife, all I was saying was it probably didn't come from the factory with blade play. I have five striders and I am loathe to send any in to get serviced, your long wait sucks, my suggestion would be to buy another strider so you still have one while you are waiting IMO. At least they answered the phone and gave you info
 
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