PLEASE don't post Issues and probems Here

kershawguy

kershawguy

Joined
Jun 11, 2005
Messages
2,757
Hey guys, first of all , I have no authority to ask this of you, but from a lover of this place and a lover of Kershaw/ZT knives I am going to make the request anyway. Kershaws customer service is without a doubt the best in the industry, it has been documented over and over again. With that in mind , when you have a customer service related issue, that they no doubt will take care of, would you please just call them or fill out the online form instead of posting negative stuff in this forum that will shortly (after a call to Kershaw) be positive anyway. I enjoy this forum because we all have an interest or passion for Kershaw knives and for the people that own, build, create and distribute them. I enjoy coming here to read about exciting things and great knife stories, I tire quickly when I read a few , "I have a problem with" stories that should not have been posted in the first place. So this is a plea from a fellow forum follower to ask for your help in keeping it a positive place. So please call customer service and let them do their jobs so we can just have fun here. Thank you so much for your help. Keep um sharp ! :):)

Dave
 
I actually find some of them rather helpful. Such as the 0551 threads, or possible fixes to problems that can be addressed at home. I'm sure Kershaw would be more than happy to fix all of these problems in their factory, but sometimes it's hard to be without a knife you love for that long. I definitely see your point of view, and it certainly doesn't help Kershaws reputation, but I do not think that the majority of thread starters are doing this to hurt Kershaw.
 
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I am very new here but nOt to kershaw knives. I can understand both points here and have also actually learned something from some threads involving peoples issues. I think 99% of us here agree kershaws are top quality with probably the best CS In the industy(probably why we are here afterall). As long as people arn't starting these threads in a negative and slanderous manner I don't really see the problem. Although I find the threads of peoples new knives and new kershaw products,and of course giveways, far more enjoyable than issue threads, I have to say I think they have thier place. Just my 2cents.
 
But If you are going to post an issue. Contact customer service and please let us know hoe they helped you and I'm sure the thread Will always change pace from a slight negative to a major major positive. Thanks
 
00ChevyScott said:
I actually find some of them rather helpful. Such as the 0551 threads, or possible fixes to problems that can be addressed at home.
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I agree.
I had some issues with a 551 and the threads were very helpful.

I have no doubt that Kershaws CS is excellent, but questions to them about a particular knife problem are frequently answered with "send it in and we'll fix it". Which speaks well of their willingness to please the customer, but isn't necessarily helpful in solving minor problems.
Personally, I think these kind of threads generally help us and Kershaw.

I really like Kershaw/ZT's products and business practices, but I doubt every product they make is perfect (though all I've had so far as been pretty darn close :)), but I'm sure they must make some mistakes now and then and its good for everyone if those are communicated.

I have the utmost respect for kershawguy, his knowledge and dealings are well known and valued, but in this case I must disagree.
 
It makes much more sense to contact Kershaw FIRST, before coming to this forum and writing a post on how awful all Kershaw knives will be.

As Kershawguy said, "With that in mind , when you have a customer service related issue, that they no doubt will take care of, would you please just call them or fill out the online form instead of posting negative stuff in this forum that will shortly (after a call to Kershaw) be positive anyway."
 
I do understand where the poster is coming from, but I also think that there's a public relations oppurtunity being missed here.

Kershaw should be comfortable with knife issues being presented in any forum and show the public just how good their customer service is.

Bark River on the forum that cannot be named has a policy that promotes brand protection over customer service issues, that I believe hurts their reptuation in the end - not helps it.

I do agree that brand bashing or rude comments should be avoided, but as long as people are truthful, repsectiful and helpful, issues regarding knives can be a positive experience.

In my opinion, no matter how good a manufacturer's QC is, there will always be a chance of a product being made and sold that has consumer issues. It says more about a company in how they handle those mistakes with transparency and openness, rather than behind closed doors.
 
I can see where you are coming from, and appreciate how much you contribute to this particular forum. Sorry if I offended anyone with my thread but I was really looking for help/advice. I know it is nice to read only positive things, but I feel it is also nice to get the opinions from the community on certain matters.
 
I tend to agree with Dave (OP), as I stated in another post just a few days ago, when a non knife friend of mine questioned what brand of knife is best, I offered Buck and Kershaw. He Googled both and told me they are not good brands because they both have so many complaints about issues with them. I asked him what the issues were, and they were all the minor issues kicked around here. To a non knife person looking to make a buy, these minor issues made him stay away from a knife that cost $50, which to him was alot for a knife in the first place....I know we all like to vent and or see if their issues are shared by others, but remember what you post here is seen by many who are not true knife lovers, and you maybe hurting the rep of a good company with some minor issues you have....
 
cutter17 said:
It makes much more sense to contact Kershaw FIRST, before coming to this forum and writing a post on how awful all Kershaw knives will be.

As Kershawguy said, "With that in mind , when you have a customer service related issue, that they no doubt will take care of, would you please just call them or fill out the online form instead of posting negative stuff in this forum that will shortly (after a call to Kershaw) be positive anyway."
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Absolutely.

~Gnarly
 
Maybe I'm a bit weird but I visit this forum only for the knife photos and for the issues/problems threads. As long as the subject matter is presented objectively there is IMO nothing wrong with informing fellow Kershaw aficionados about a particular problem with some knife. More often than not there is someone that can offer repair tips or other helpful information. No doubt the Kershaw customer service is stellar but for us guys living in somewhere else than USA it is always good to know if the issue can be easily fixed without paying costly overseas shipping fees.
 
hutchsaiga said:
As long as people arn't starting these threads in a negative and slanderous manner I don't really see the problem.
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+1

I made a thread with my ZT0200's weak detent. Sending it to Kershaw CS was out of the question as im based in Europe, besides i rarely send a knife back to the manufacturer, i prefer to fix it myself. The thread made me realise that my 0200 was just like the others and i even got a few tips on how to fix it myself. The thread worked as intended :thumbup:

Id like to keep the threads with issues and problems here, as long as they are not bashing Kershaw. I find them helpful and informative, and the threads can highlight a particular problem with a specific model.
 
Agreed.

Blasting a company online without having given them the opportunity to make it right says a lot about a persons character. Not in a good way IMO. If you are not satisfied after W&R has done what they could then sure. IMO that would be extremely rare and if you've ever dealt with them you would know why. Some of us are here to learn, get updates and share our hobby and interests. We're not here to deal with personal issues you have with life, and I'd doubt Mr. Welk is though I am not trying to speak for him. Not talking about getting information on how to adjust a knife or perform simple maintenance or mods. That IS one of the reasons these forums exist.

Joe
 
Alann45 said:
I agree.
I had some issues with a 551 and the threads were very helpful.

I have no doubt that Kershaws CS is excellent, but questions to them about a particular knife problem are frequently answered with "send it in and we'll fix it". Which speaks well of their willingness to please the customer, but isn't necessarily helpful in solving minor problems.
Personally, I think these kind of threads generally help us and Kershaw.

I really like Kershaw/ZT's products and business practices, but I doubt every product they make is perfect (though all I've had so far as been pretty darn close :)), but I'm sure they must make some mistakes now and then and its good for everyone if those are communicated.

I have the utmost respect for kershawguy, his knowledge and dealings are well known and valued, but in this case I must disagree.
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I agree with what you're saying. I know we get a number of whiny, self righteous and often unreasonable rants disguised as "please help me" threads but others contain real information and personal experiences with a certain knife that can provide valuable insights. We are here to discuss the good and the bad things so in order to have an open forum, we must tolerate a few haters and their idiocy.
 
dsmegst said:
I agree with what you're saying. I know we get a number of whiny, self righteous and often unreasonable rants disguised as "please help me" threads but others contain real information and personal experiences with a certain knife that can provide valuable insights.
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Its fairly easy to recognize the "whiny" posts and I basically ignore them.

Kershaw is one of the brands I recommend to friends with no hesitation at all. Kershaw and Spyderco are two of the few that I rarely see any valid negative comments on (except Spydies are all the same and ugly :D).
Kershaw has consistently good to outstanding products, excellent CS.
And they do it while pricing their products very reasonably.......which for a USA MADE product makes it even more remarkable.

We are here to discuss the good and the bad things so in order to have an open forum, we must tolerate a few haters and their idiocy.
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Exactly.
Besides, if they don't post here, its just going to be in General. At least here it can be delt with quickly and correctly by folks actually familiar with the product.
 
Issue threads are helpful. Ignore them if you don't like them. So far the issue topics I've read have been legitimate and not trolling attempts.

I don't see an issue with issue threads.
 
being someone who has posted 1 negative comment about the 0551, if you look at any other post I have made it has been in praise of kershaw/zt. I absolutely love this company and they make the only knives I carry. The reason I posted the 0551 issue is because I do feel like it is something that needs to be addressed. It is a big knife with a mean blade, and if something were to happen because they have a tendancy to have some blade play, wouldn't kershaw/zt like to know? and not all of us have the option of sending things to kershaw for repair. I live in korea atm, and 1) it would take a long time to get there and back, and 2) customs watches what comes and goes. knife laws here in Korea are rediculous, and i would hate to have possibly one of the best knives I own to be confiscated. I love everything about the 0551, but I was more or less looking for a quick fix to the blade play issue, as well as letting others know that it is happening. you can tell in that post that i still absolutely love kershaw. i said something to the effect of "and i thought to myself, what would cause my favorite knife from my favorite knife company fail like this." obviously there is no ill-will towards kershaw or zt in anyway. just thought i would bring it up. I love kershaw and i will continue to collect and use their knives!
 
McCleaven, I'd doubt that he was referring to those type posts. Asking for help adjusting a blade is an intelligent thing to do. It's what I'd do. I think the issue are the guys that just come here to cause trouble, or even try to complain themselves into a free knife.

Joe
 
A customer that has a bad experience (faulty knife) get turned into a positive experience (great customer service) is a customer that will spend more money, give better word of mouth advertising and be a better ambassador for a brand than a customer who never had an issue in the first place.

If it's something that will be easily fixed with a quick phone cal to CS, all the better! The poster will probably be back here the next day raving about the great CS they got.

The only threat is from well-wishers/supporters of the brand attacking the "troublemaker" and creating a storm in a tea cup from something that could have been an opportunity to simply show that the company gives great CS. Often the people who have the best intentions inadvertently do the most damage to a brand, by trying to silence those who have a problem. But the people who have a problem (real or perceived) are the greatest opportunities to learn something, even if it's just confirming what you already know, that Kershaw have great CS.

I learned about this years ago from the Hospitality industry (Starwood Hotels used to run some great training) but it applies to any customer experience in any industry, on the net or in real life.

Forum lurkers who read such tales are more likely to be impressed by a great outcome, than by zero issues. Obviously there are exceptions like tom19176' friend, but generally that's true.

Customer Service is only put to the test when there is an issue, if no one poss about that, no one can read about it, and the great customer experience is wasted on 1 person, the 1 with the issue, when it could be shared with hundreds, or thousands of readers.

"Issue" threads are a golden opportunity to showcase Kershaw/ZT's fantastic customer service, not a threat to the company.

I think they do more good than harm :)

Steve.
 
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