need a little help with BM Customer Service

johnwaynesandw

johnwaynesandw

Gold Member
Joined
Mar 18, 2005
Messages
2,754
I sent in my Bradley Alias because the stop pin was loose. It could be moved from side to side. BM had my knife for almost 2 months. When I got the knife back, I could tell the stop pin was not replaced, by the gap in the scale and the pin. It was just simply glued (something I could have done myself and saved money on shipping and not been without my knife for two months). I noticed where the glue ran down the inside of the knife, which is a pain to remove since I can't disasymble my knife without voiding the warrenty. Am I asking too much from a knife that retails for $275?

I called and left a message with Sara in the W.D. who relied to me via email.


responce from BM

"Hello John,

I did double check on your knife and verified the situation with Angie Loftin, the head of the Warranty Department. She did verify that our repair techs followed standard procedures regarding the securing of the stop pin. She mentioned that due to the variances in the materials there occasionally may be a stop pin rattle and that gluing the pin in place to secure it and prevent the continued rattle is standard here at the factory, simply replacing the pin will generally not alleviate the issue.

Thanks,

Sara




Thank You

Warranty Dept.
Benchmade Knife Co.
300 Beavercreek Rd.
Oregon City, Or. 97045"
 
Yes the wiggle is gone, but will it stay that way? I guess I just assumed they would replace the pin if it did not fit right to begin with.

I would also like to add something, I am not bashing BM ( Most of my collection is BM) This is just the first time I got something back from them that looked half a$$. Like I said before I could have super glued then pin (I thought about it before sending it back ) , but sent it in because I did not think the super glue trick was the correct fix.




Thanks,
John
 
I agree with you glue should not be the fix for an almost $300 knife. The tolerances should not be that big on a knife in that price range. For one of their $50 knives maybe but not $275 that is what you are paying the extra for.
 
They did ok with mine. It was a problem I could have fixed (broken Axis spring) but I sent it back to secure my warranty. It took them about 5 weeks, but it was fixed. Microtech who's notorious for horrible service got my knife back in 3 weeks.

Sounds like the problem is fixed though. I guess I can see where you dont' like the glue.
 
This is one of the reasons I no longer buy Benchmade knives. Customer service is everything! Super glue for a $300.00 knife? I don't think so!
 
Chiller2 said:
I agree with you glue should not be the fix for an almost $300 knife. The tolerances should not be that big on a knife in that price range. For one of their $50 knives maybe but not $275 that is what you are paying the extra for.
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This is just how I feel.

I have had great service with them before. One time I sent in my BM800 for a tune up and cleaning. It came back within 2 WEEKS with a new liner lock and upgrades to the screws and connectors that held the G10 slabs. This knife is in a lower price range as compared to the Bradley. I was just shocked to get my Alias back with a "band aid fix", and wanted to know other's thoughts on it.

Thanks,
John
 
A shame, and I feel for your displeasure. But you must remember and realize that they cannot simply manufacture a new part for your knife. It is a production piece. If the tolerance specs are a bit loose, they will more than likely be than way all of a given model or run. To make a single part would be impossible in the manufacturing setting. This is what separates the factory knives from true custom. Many makers make everything one at a time. These are true Customs. Sadly this is going away as well. Far too many so called customs simply aren't. They are becoming small factory concerns. Sad but true. This is "VERY" prevalent in the tactical side of our business. The newer customers brag about the fit and finish. When in truth, it isn't there at all. Gaps that you can run a freight train through, and finishes done in a vibrating Calderon filled with stones. Hand work is going away ever where. It is just a sign of the times I guess. Mike
 
johnwaynesandw said:
This is just how I feel.

I have had great service with them before. One time I sent in my BM800 for a tune up and cleaning. It came back within 2 WEEKS with a new liner lock and upgrades to the screws and connectors that held the G10 slabs. This knife is in a lower price range as compared to the Bradley. I was just shocked to get my Alias back with a "band aid fix", and wanted to know other's thoughts on it.

Thanks,
John
Click to expand...

band aid fix?
sounds like a warranty repair from the manufacturer. maybe a bit lengthy in time, but per manufacturer specification
 
Except for a sloppy glue job (and a long wait time), I don;t see where the problem is. If you push it, they should replace the knife. If that model is no longer available (I don;t know), they should make it up to you, within reason. Sounds like, so far, they're close to achieving a warranty goal.
 
I love that phrase about "variances in materials". This coming from a company that includes a statement about tolerances to a thousandth of an inch in their advertisements.

A long time ago I bought a mini-Spike. When it arrived, the blade had a section near the tip that was actually recurved. In explaining it, Les said that in the grinding of the blade, the "laws of physics" take over. I tend to think it was more the laws of sloppy grinding. Les offered to regrind it for me, but it was less effort and cost on my part to just do it myself. That is something that I should not have to do with knife in that price range.
 
I'm starting to think that BM is going down the toilet.

Kershaw and Spyderco are moving to the top and BM is losing ground at breakneck speed.
 
glue is a band aid fix so is being told that liner locks are supposed to go all the way over on a certain model.my personal experience has not been very good either.I just buy other brands now.
 
I recently noticed a rattle in my 556 Mini Grip after heating it up to adjust the tension screw. (I assume that I broke the glue bond that was there before.) Just a few minutes ago I used Loctite 242 (Blue) to stop the rattle.

This got me thinking about my other Benchmades and if they had a rattle, so I decided to take a look at the others. To my amazement, 3 out of 5 that I checked had the rattle.

I was actually thinking about sending them back to be replaced (I just received them earlier this week), but I doubt that would solve the problem after reading about this. Since those three are not users, I think I'm just going to have to live with the rattle for now.
 
Sorry to hear about your knife, but I thought all alias knives had a floating stop pins. In the passaround alias it was evident as well. My guess it was designed to rattle:

My post from 2005:

Edit: OK I just took it apart Two T6 torx in the tail and one T9 torx for the pivot. Indeed the stop pin has a larger diameter in the center so it just "floats" in between the handle sides.
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http://www.bladeforums.com/forums/showpost.php?p=3287173&postcount=67
 
It's been said already, but I'll echo it: superglue to fix an expensive knife? Unacceptable.

If the stop pin is meant to rattle, so be it. Either way, they shouldn't have glued it.

If it was my knife and it really was not right, I'd request a replacement.

Good luck, whatever you decide, but more importantly, thanks for letting us all know. Most appreciated.
 
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