My first interaction w/ Benchmade a disappointment

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Noah L

Joined
Jun 20, 2002
Messages
16
This a copy of a letter I just sent to Benchmade.

I just got off the phone with your customer service department and feel compelled to tell you that it was a thoroughly disappointing experience. I’m new to knives and was excited about purchasing my first Benchmade knife. Unfortunately, a conversation with your customer service department took the wind out of my sails, and possibly Benchmade’s sales as well.

I’ve been reading a lot of forums, etc, and was impressed by Benchmade’s products. However, I decided that I wanted to have any new knife that I purchased sent out for boron coating since I’ll be using it in a marine environment. I also read Benchmade’s web page and saw that if you disassemble the knife, Benchmade voids the warrantee. This is understandable, since Benchmade could be found liable if someone takes their knife apart, reassembles it incorrectly, and then hurts him or herself. I called your company to explore if there were any other options to get the boron coating that I wanted.

The woman I spoke with in your Customer Service Department treated me with a patronizing, demeaning tone. I’d characterize it as a “blow off” attitude, and in essence, she was quite disrespectful. I understand that she might receive a number of similar calls each day, but that’s no excuse for being disrespectful. My job is routine and isn’t exciting either. However, I would never talk to someone, especially a customer, in such a manner.

Like I said, I’m really discouraged with Benchmade. Part of the perceived quality of a product is a company’s attention to detail, and that should extend to their relationship with their bottom line, their customers. In my business dealings I’ve always held the belief that my most important assets are my reputation, my employees and my customers. I take each of these very seriously, because if my commitment to any of them is ever tarnished or brought into question, my business will fail, and perhaps, most importantly, I’d loose my own self-respect.

Regretfully,

Noah
 
Concise, direct and polite. Unlike the person you spoke to at Benchmade.
 
Noah-- that's too bad; sorry to hear about your experience. Keep us posted as to how Benchmade responds to your letter.
--Josh
 
If you've been "reading alot of forums" you know that BM doesn't do the BC coating, BMs customer service has zero to do with you getting a BC coating, that they don't care if you take the knives apart (and even sell a tool kit you can do it with), and the warranty violation stuff is just so they can charge anyone who is too dumb to put a simple knife back together when they get a bag of parts sent in.
The girls in BM customer service have always been polite and respectful to me and everyone I know that has ever dealt with them. Maybe you caught one on a bad day. Maybe you were rude.
You talk to one person, don't like what you hear, because someone isn't keen on helping you do an aftermarket modification on a knife that voids the written warranty, and has nothing to do with their job, and that's worth a letter to the company, and a post complaining about how horribly disappointed you are with BM as a company?
Give me a break.

For what it's worth, the low point of my short Blade Show experience was at the BM booth. I asked Travis about the Omega springs for the Axis, since I had one break. He asked if I was taking the knife apart. Of course I was. [edit: I should note that I was just taking the scales off, because some of the stuff that I work with gets in there, and is wet. It hardens when it dries, and can't be blown or washed out. I explained that to him. If I was totally disassembling the knife, and messing with the springs it would have been different, but I don't do that.] He starts giving me a lecture about cleaning my knife, what I need to do, and don't need to do. As if he has some clue what kind of environment it was getting used in. When I told him why, he just kept on talking over me, saying the same crap again. 100% ***hole, IMO. So I think he's a jerk. I have no use for him. My opinion of BM's product and service hasn't changed, though.
..and I'm not writing them a letter just because they don't say what I want them to:p
 
Noah,
They must have had an off day. Any time I have spoken with their customer service department they were VERY friendly, helpful, and (difficult with me...) patient!;)

Now you've sent the letter. We'll see what happens...:footinmou

I've been very happy with the service I have received from Benchmade; as far as I am concerned, they go above and beyond.

Rob
 
Most of the companies with good customer service and warrenty folks *cough* Spyderco *cough* have no real problems with aftermarket extras. I know a number of folks on our forums have sent in blades to be coated. The only problem Dr. Mike at Spyderco has is getting bags of pieces after users cannot figure them out.

You can still get the sharpening, and touchups done(locking mechanisms and such), on the factory warrenty after coating.

Hell, I take my Cricket apart and reassemble after cleaning every couple weeks. I have been told that the only thing it'd cost me is if parts are replaced by warrenty. I could still send it in for touchups and sharpening on the factory warrenty, but parts are extra.
 
Just from my Experinces, Spyderco has beaten Benchmade in custmer service, and I have to really give SPyderco a thumbsup for going above and beyond on warranty work since they replaced a blade foor me on a Police Model after I had it melt down to a nub when i was working a Auto accident as a Police Officer, they replaced the blade clened the knife up and had it back to me in less then 2 weeks, great service I believe when they did'nt have to.

And I have to agree with Noah L, he made a call to ask a question about the product and it's warrnty, he expected to be answered with respect not treated poorly or brushed off, and if custmer service is not there to answer you questions and help you out what the crap are they paying them for? plus none of us was on the phone with them and have no clue what was said or how it was said so we can't make a judgement call on it anyway.

See what happens with your letter noah and let us know. Maybe it was just a off day for someone, and your the one who got the raw deal, but i would say give them a chance and see if thats the case before you write them off. The BM knives are def. worth it.
 
IMHO, Benchmade does very well in customer service.

The woman I spoke with in your Customer Service Department treated me with a patronizing, demeaning tone. I’d characterize it as a “blow off” attitude
Click to expand...

That's really a matter of perception.

What you've asked for, a Boron-coated blade, is not a Benchmade product. They have nothing to offer you.

"Hello. Do you have any knives with Boron-coated blades?"

"No."

Is that being patronizing or demeaning? I don't think so.

If you insist on Boron-coating, then you shouldn't be calling BM in the first place. It's like ordering Peking Duck in a French bistro and then complaining when the waiter explains to you that they don't offer it. There's nothing wrong with the bistro and there's nothing wrong with Peking Duck either. Yes, you can have the garden vegies steamed instead of fried. Yes, you can have the sauce on the side. Yes, we can leave the mushrooms off. But no, you can not substitute Peking Duck for the medalions of pork! Peking Duck just isn't on the menu in that establishment. If you insist on Peking Duck, then there's a Chinese place down the street; try there.

As for disassembly, it is a well-known fact that BM chooses not to extend warranty support to customer-disassembly of their products. That is their choice. Cold Steel, for example, does extend their warranty to disassembly. But, Cold Steel chooses not to extend their warranty to sharpening and they limit their warranty to (as I recall without looking) on year while BM chooses to extend their warranty to lifetime. Each company decides the terms of its own warranty, what is covered, what is not, how long, etc. They publish their warranties.

The warranty is a feature of the knife just like, for example, any blade coating. If you're picky about your knife, then you need to make a list of the features you want and find a make/model that offers those features. And if you can't we can provide you will a long list of custom makers.

To blast BM because they don't make exactly the knife you want is silly.

BM chooses not to cover disassembly of their knives. That is the choice they've made. But, I have seen one AFCK that BM replaced under warranty that was dropped carelessly into a campfire and retrieved from the smoldering coals the next day. I've seen the remains of a 975 that BM replaced under warranty that was literally blown up (the customer, a demolition technician, was checking charges in a building one last time before the explosion and dropped the knife into an explosive-packed hole. To retrieve it safely would have taken quite some time and effort. The count-down was already underway. So, he abandoned the knife. Later, while checking the site for any possible unexploded materials, he found the remains of his knife and mailed it into BM for repair.) BM covers campfires. BM covers explosions. But they don't cover disassembly! Why? Because they choose not to, that's why. They publish that fact. They don't hide it.

If you insist on disassembling your knife while retaining warranty coverage, then BM isn't the company for you to buy your knife from. But don't complain about it.
 
I believe there are two kinds of things that you don't bother asking first rung customer service drones:

1. Don't ask them to make an exception to a written product policy. (For example...off the top of my head: "Hey, I know the written policy says don't take it apart but is it ok to take it apart to...?" Basic level phone drones don't have the authourity to make exceptions or, generally, the willingness to tell you go go against stated policy. In other words...you were wasting your time from the word go.

2. Don't bother asking them complicated questions. Low rung CSR's pretty much have a FAQ in front of them and not necessarily the knowledge or intelligence to go much outside of that and help you trouble shoot.

IMO your question violated both rules.

Granted, if this CSR was rude they were wrong but you can save yourself some time and aggrivation when you have questions by asking to speak to a senior CSR or a manager. If you do this in a respectful and polite way it has been my experience that they will pass you along and hopefully you will be able to get an answer at least..even if its not the one you hope for.
 
...as customer service is often a strongsuit of BM's. I've personally never known them to be anything but top-drawer in that department.

Regardless, I wouldn't let the experience dissuade you from purchasing a BM. I used to think like you too, in that right up to the BLADE show this year, I had the notion that every aspect of my knifebuying experience (talking about custom knives primarily) needed to "feel" right. What I've since learned and accepted is that knife makers, dealers, and customers alike can all be less than perfect in their demeanors at times, but it doesn't really affect the value or quality of the product.

After all, it's all about the knives anyway... :)

Good luck to you!

Professor.
 
Incredible,

Noah writes about a bad experience and some people thinks it´s ok for a customer service department to behave like this. He didn´t know about BM is not doing BC coating at this moment. Maybe it´s time to change the name of the "Customer service department" to "Please order a knife but don´t ask any questions department" according to some people that have responded in this thread.

Noahs post won´t stop me to buy a Benchmade in the future (I own a BM42) but it will be remembered for a while and if more threads pops up, then I might be a bit hesitant.

I won´t be back to this thread. I think I´ve stated my thought´s clearly enough.

/Colinz
 
... but the Professor makes a lot of sense. Don't let one phone drone discourage you from considering a great bunch of knives.

Maybe you did come across as rude on the phone -- I doubt it, your letter was professional -- but that doesn't excuse a customer service rep for 'losing it' anyway.

I don't think most of the guys really read your post, though. As I get it, you knew BM discouraged taking the knife apart, and you wanted to work it out with them so you could get the blade coated elsewhere.

1) I think you'll get a better response to your letter.
2) I also think you can disassemble without BM minding, as long as you aren't holding them responsible for fit and finish thereafter.

They really do have a good reputation for following up on problems, but I can't tell you that from my own experience because none of my BM knives has needed fixing!

By the way -- welcome to Bladeforums! (Right into the fire, too! You'll be hammered on the anvil a lot if you stick around, but it's fun once you get used to the pain :D)
 
Well people got different experiences.
If she does sound like she was obviously patronizing and or demeaning, then I think it's just to be disappointed with their CS rep.
I cannot tell because I'm not knowing this first hand.
 
Originally posted by Esav Benyamin
[BI don't think most of the guys really read your post, though. As I get it, you knew BM discouraged taking the knife apart, and you wanted to work it out with them so you could get the blade coated elsewhere.

By the way -- welcome to Bladeforums! (Right into the fire, too! You'll be hammered on the anvil a lot if you stick around, but it's fun once you get used to the pain :D) [/B]
Click to expand...


I think Esav is right on. It never ceases to amaze me how some people will go off and it seems like maybe they only skimmed the original
post. I think everyone in this thread should Go back and read the origional post very carefully.


Some quotes from Noah's post:
I decided that I wanted to have any new knife that I purchased sent out for boron coating since I’ll be using it in a marine environment.

ANY knife! Not just if it was a Benchmade. He did NOT expect Benchmade to do it.

I also read Benchmade’s web page and saw that if you disassemble the knife, Benchmade voids the warrantee. This is understandable, since Benchmade could be found liable if someone takes their knife apart, reassembles it incorrectly, and then hurts him or herself. I called your company to explore if there were any other options to get the boron coating that I wanted.

He know's the policy, but is trying to get a little CUSTOMER SERVICE

There is more, but you get the idea. I wish folks would pay attention and read the post. I think some of you need to get back here, welcome Noah L. to Bladeforums and re-look at what you wrote.


Even if he was wrong, he admitted to being new. What if we had flamed you in your first five posts, especially if we did not even read them?

Now if this turns out to be a troll, I will be upset.
 
Originally posted by The Magician
Now if this turns out to be a troll, I will be upset.
Click to expand...
I think you're safe. It could happen to anybody. Writing a letter to a company, and making a big production of posting about it (in the wrong forum, btw) over nothing is just silly. This place is turning into the "Whine, and whine some more forum".

Originally posted by The Magician
I think some of you need to get back here, welcome Noah L. to Bladeforums and re-look at what you wrote.
Click to expand...
You've got a point. My opinion that this is a tiny little incidence being blown way out of proportion hasn't changed, though. You can go look in the GB&U, and find some people with very real complaints, who still don't get any support.

Welcome to the forums, Noah. You'll get what you give around here;)
If you're going to send blades to BodyCote, be sure and get the chromium in addition to the BC. BC is porous, and won't help stain resistance on it's own.
I've got a 710 with a broken spring that is going back to them as soon as I remember to mail it-been sitting here for weeks:rolleyes:
It's had the blade removed, had BC and Cr from BodyCote, and BM's CS doesn't care. I already called and told them I planned to send it in. As long as you put the knife back together correctly, you're good to go.
Last year, I sent in a six year old BM that had been beaten all to crap, had the clip ripped off, and the tip screwed up. It had been taken apart dozens of times, too. I just wanted them to see if they could do anything with the lock, since I could close the blade with hand pressure without disengaging the lock. I got a brand new knife from BM a couple of weeks later. They sent me a brand new set of screws for no charge, to replace the older allen screws I had on another older BM, too.
My best friend dropped a BM off a loading dock, and broke the blade in half. They sent him a brand new knife, too.
That's my experience with them, and I hope you give them another chance.
 
My Benchmade is my favorite knife. Benchmade makes a fine product. But that is no excuse for poor customer service. Unfortunately, that is becoming more common as companies cut costs in training, hiring practices, etc. I think Noah has a legitimate beef. If you owned a company and had hired people for your "customer service" dept, how would you want them to treat customers? Customer service, by definition, should be knowledgeable of the product and helpful with questions regarding that product, even if your company doesn't provide the specific services that are requested. My supervisor doesn't accept the excuse of "having a bad day" if I don't do my job.

Dan
 
Well I didn't really stated about the core of the matter, but I would think that if she did treat him badly as supposed (We're hearing this third hand), then it would definately bad CS rep, I mean he really wanted to work with them about it.
If it's possible (and me as a rep), I'd have sent him a disassembled knife, let that go through BC, and send back to BM to have it assembled. Admittedly, this is impractical.
Oh yeah, Noah, Welcome to BFC.
 
Originally posted by Noah L
I called your company to explore if there were any other options to get the boron coating that I wanted.
Click to expand...

It seems simple....
There are no other options. To apply an aftermarket coating would require voiding the warrantee. Perhaps you were hoping Benchmade would make an exception to this policy. Or maybe you were hoping Benchmade would do a special order for you. IMHO, that is unreasonable.

I cannot speak for how you were treated. Perhaps one or both of you were having a less then good day. It's all part of being Human. I hope you do not let this one interaction forever bias you.

:)
 
Rule #1: Don't much listen to warranty claims. <---------- IMO

I know this is not a knife, but it still relates.........moisture from the trunk got in my JBL subwoofer amp and fried it (NOT COVERED BY WARRANTY - only manuf. defects)....I unscrewed it (VOIDS WARRANTY) to see if I could see anything (shaddup, don't ask why). Then I shipped it out.

So.....2 strikes against me.

Ship it to them, they replace it with a new one, free, minus the shipping cost to and from.

Lesson learned (applied to your situation):
Take apart the knife if you want, don't tell them.

Warthog
 
Well if Noah ever has to send the knife in for repairs and it is coated with Boron Carbide, Benchmade are going to be able to figure out that it has been taken apart. That is of course if Noah would still consider purchasing a Benchmade knife.

Personally I would not judge a company by this one encounter with a CS representative. She could have been having a bad day. Things happen.

If I wanted to have a knife's blade Boron Carbide coated I would do so no matter whether the company would then warranty the knife or not. If something happened to the knife while I was having it modified I would be willing to pay whatever it would cost to fix. If the company was nice enough to fix the knife for free it would be appreciated, but not expected.

By the way Noah, welcome to BladeForums. :)
 
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