My experiences with Buck Warranty Service (with pics and vids)

[stdlrf11]

I would like to share my experience with Buck's warranty service. To be fair and honest, I wanted to wait until it was all over before I wrote anything about my experience. First, I'll state the facts, then I'll give my opinions.

Long story short... I bought the knife, the lock failed, I mailed it, they mailed it back.

Here are the links to threads I posted in regarding the knife:
http://www.bladeforums.com/forums/showthread.php?t=453392&highlight=stdlrf11
http://www.bladeforums.com/forums/showthread.php?t=455346&highlight=stdlrf11
http://www.bladeforums.com/forums/showthread.php?t=454771&highlight=stdlrf11

I bought my Buck/Strider 889 SBMF on Feb. 7th. The liner lock failed and the knife closed on my hand ten days later on Feb. 17th. I mailed the knife and a letter on Feb. 20th. I tried calling Buck a few times, but for some strange reason I couldn't get through. I emailed Joe Houser on March 12 just to make sure the knife made it. That day I got a voicemail from a lady at Buck stating that they had my knife and they had not opened my package yet. They said wait 2-3 weeks. I waited until it had been a total of 5 weeks before I emailed again. On April 2nd, I emailed Mr. Houser again to get the status on my knife. He replied stating he would look into it. I emailed him again on April 9th. Today, April 10th, I got the knife back in the mail.

There are the facts.
Here are my opinions:

First, the time it took. Their website states that they aim for 4 weeks turnaround time. I got it in 6. Not perfect, but not horrible either. I think 1-2 months is a reasonable amount of time. I'm not complaining.

Second, the knife:

Here is the unedited video of me opening the box:


The original knife had a good lockup with no blade play, but the liner failed once on me when stabbing cardboard boxes and twisting the blade out. Subsequent spine whacks proved the lock wasn't up to par. I loved everything else about the knife so I chose to send it in for warranty repair rather than return it to the knife shop from where I bought it.

The new knife Buck sent me locks up solid and survived numerous spine whacks without a hitch. It looks like it is a new knife because it had a factory edge and showed no signs of wear whereas my knife had been resharpened and the coating on the clip was worn in a few spots.

Also, the liner lock looks noticeably thinner.
Here is a pic of the original knife:

And here is the new one:

Overall, I am completely satisfied. No, I am not impressed, but I didn't expect to be. Buck took good care of me and, although I will not buy another Buck/Strider collaboration folder, I would not hesitate to do business with Buck again.

Thank you, Mr. Houser, and thank all of your staff for taking care of your customer. I really do appreciate your hard work. Keep it up.



stdlrf11

 

[Buckaholic]

Thanks for the report.
Six weeks for a replacement seems long, as compared to being the queue for actual repair.
But, hey, the good news is that Buck is busy...the bad news is that Buck is busy.

Was cracking up watching ya open the box for some reason. TFF.

Do you have calipers? I would be interested in the actual thickness of the lock. Both my 889SBMF and 889LE are 1/16".

Cool dawg

 

[Messersmith]

It does seem a little longer than what is normal, but glad to hear your new 889 is locking up solidly.

I still really want one of these knives....

 

[Rocinante]

A replacement should come back almost immediately because they didn't have to work on it.

Maybe they just open the boxes on a first-come first-served basis?

Why not open everything and put them into two groups--those that will be replaced and those that will be repaired?

Then the replacements could come back much faster.

I'm glad Buck is busy and thriving, though. That's good news.

Glad your replacement turned out so good for you, and I hope they can figure a way to do replacements faster. That would make for happier customers.

 

[Joe Houser]

Well I would not be impressed with a 6 week turnaround either and I apologize for the long delay.
Like I always say, we advertise that we shoot for 4 weeks, but our internal goal is actually 2 weeks for repairs and less than one week for knives to be replaced. I am talking about the time the knife spends here at the plant of course, not the time that the post office has it.
The thing that takes the most time, is actually opening the package and entering the information into the computer. Each knife has to be properly evaluated and entered. We had a couple of major hickups in the process in the past 5 months that put us in a backlog position so packages recieved here on 3/23 are only now being opened up for the first time. That puts us behind right from the start.
We took steps today to add some help to this first and most important step in our process so hopefully we will be able to get caught up in short order.

 

[Buckaholic]

...
The thing that takes the most time, is actually opening the package ...

Stdlrf11...
If ya ever need a job keep that in mind

I see ya took some ribbing for that on the "other" forum as well. BUT, let me state that I was impressed that you took the time and had the thought to video it right outta the box to show us all. I am going to do that with my next 889LE. Good job. :thumbup:

 

[Messersmith]

I thought your video was cool too. Makes me think I need to do some clips of my Bucks in action.

It doesn't look like your dog was too impressed with it

 

[stdlrf11]

Originally Posted by Joe Houser

The thing that takes the most time, is actually opening the package ...

Stdlrf11... If ya ever need a job keep that in mind

I see ya took some ribbing for that on the "other" forum as well. BUT, let me state that I was impressed that you took the time and had the thought to video it right outta the box to show us all. I am going to do that with my next 889LE. Good job. :thumbup:

Thanks for the smart@$$ comment

You know, as I read Mr. Houser's post, I was thinking, "Gee, I'd LOVE to move up there and do that for a living," but as so many people so eloquently put it, I'd slow up the process even more.


stdlrf11

 

[Bungwrench]

I gotta tell ya, that liner lock looks horrible. I can't believe it came like that. I'm talking about the one you got back.

 

[nim145]

I have sent a knife back to buck and the turn around was fast. I recommend the 881 and 880; they have thick liner locks.

 

[AR fan]

It's a good thing Buck has a forever warranty, because it looks like you'll be sending the new knife back in as well, that liner lock is one of the worst I have ever seen.

 

[HOE3]

My eyes are not as educated as most of you for what to look for on the liners.
What is the problem with knife #1 and then now knife #2. They look the same to me. What tell-tale sign is telling you all that they are BOTH bad?

 

[Messersmith]

I'm with you HOE3. I don't know enough to see what is wrong with #2.

 

[110 Dave]

I'm with you HOE3. I don't know enough to see what is wrong with #2.

i am with you both !
the customer is happy...
i think they are jest tooo dammm picky...
want 500 $ hand made knife fo less then 200
they dont have to buy buck
and they dont have to post here !
now to leave no dought ~ read slowly:
arfan rocinante bungwrench as it hard to tell them apart
this house is for fans of buck knife...
you got bad to say ~
go to the good bad and ugly were folks want to hear that sh---
not here OK!
you would not like me comeing to your house and
disrespecting you and your ideals
you guys jest dont have a clue of deacenty
for all to here the above are lacking as
they did not learn in kniderguarden that if
they have nothing good to say to say nothing and
to keep there mouth shut!
nuff said

 

[Buckaholic]

Wow Dave...
Drink some decaff.
Yes, I think peeps that post all negative and bash Buck shouldn't be here.
Personally, I don't see anything wrong with the original post.
But, obviously, everyone has their own opinion.
My opinion on this one is that I think you're being a bit harsh on Stdlrf11.

 

[110 Dave]

i am with you both !
the customer is happy...
i think they are jest tooo dammm picky...
here !
now to leave no dought ~ read slowly:
arfan rocinante bungwrench as it hard to tell them apart
this house is for fans of buck knife...!

Wow Dave...
Drink some decaff.
Yes, I think peeps that post all negative and bash Buck shouldn't be here.
Personally, I don't see anything wrong with the original post.
But, obviously, everyone has their own opinion.
My opinion on this one is that I think you're being a bit harsh on Stdlrf11.

naw stdlrf11 is jest fine!!
had a issue sent it in was not harsh or ugdly about it ...stdlrf is OK with me he was able to be made happy it is the trouble makers in collor that found falt after stdlrf was happy...
yep trouble makers
opions are like xxxxxxxx
every body has...
these in partictlur stink...
and the obove is M not so HO

 

[Buck_110]

I gotta tell ya, that liner lock looks horrible. I can't believe it came like that. I'm talking about the one you got back.

It's a good thing Buck has a forever warranty, because it looks like you'll be sending the new knife back in as well, that liner lock is one of the worst I have ever seen.

I have to admit, when there's a problem, I too voice my opinion. However, when I do so, I always elaborate in detail with supporting FACTS.

Bungwrench: What looks horrible? Please explain and elaborate.

AR fan: Why will the replacement be sent back in as well? What makes the liner the worst one you have ever seen? Please explain and elaborate.

Please provide hard factual data, and not merely opinions.

 

[AR fan]

I am a Buck fan. I'm just not so fanatic as to bury my head in the sand when I see a badly fitted one, just because it has the name Buck stamped on it.
Dave, you might want to turn your spell check on, or go back to school and try to get a 4th or 5th grade EDAKASHUN.

 

[Buck_110]

I am a Buck fan. I'm just not so fanatic as to bury my head in the sand when I see a badly fitted one, just because it has the name Buck stamped on it.
Dave, you might want to turn your spell check on, or go back to school and try to get a 4th or 5th grade EDAKASHUN.

Can you elaborate on why this lock is the worst one you have ever seen? Or, are you going to duck the question and teach English? I highly doubt you know Dave well enough to comment on his diction, spelling, or grammar.

 

[wh4f]

Can you elaborate on why this lock is the worst one you have ever seen?

Please! I don't see a problem either

Looks like a Buck liner lock to me, what makes it "look" bad?