Putting the Kershaw customer service folks to the test

scotchleaf

scotchleaf

Joined
Oct 23, 2006
Messages
2,232
Among several Kershaw's I own, one of my favorites is a a Kershaw Cyclone 1630ST; marked Sep 06. I'm emailing for parts, and I'll let y'all know if they come through - I'm testing out the Customer Service to see if they are as great as everyone says.

Two questions: is the small dial on the back the "safety lock?" Mine won't turn and never did.

Also, I belive the torsion bar is broken because when I close and open my knife it usually looses pressure and makes a loud "SNAP" noise.

Is it difficult to replace these parts?

Charles
 
You really asked 3 questions :p.... but, I'll answer them anyway...

1) No, it is not a safety. If you turn it to on with the blade open it engages the speedsafe. If you turn it to off with the blade open it disengages the speedsafe.

2) Yeah your torsion bar likely needs replaced

3) No it isn't hard to replace the parts. Just document (with pics or another way) how it came apart. Reassemble in reverse order. There is a writeup somewhere in this forum documenting a tear down and rebulid. Maybe someone will be along soon to post the link.... If not, I will have to find it this evening anyway, and, I will post the link when I find it.

Finally, you are not providing any sort of "test" to the Kershaw folks. I can say with a great deal of confidence that you will get your parts shortly.
 
There's a little wrinkle to the "on/off" switch. If you start with the knife in AO mode and open the blade, that is the only time the switch will turn the AO off. Once turned off, the knife will act as a non-AO. With the knife closed and in the non-AO mode, you can roll the switch to the on position, yet the next time you open the blade, the AO will not be on. Only after you open the blade with the switch in the AO position will it engage again.

Clear as MUDD, isn't it!
 
I sent an e-mail to Kershaw yesterday requesting a clip and the screws for a ZT-0301. Mine came with no clip.

I got an e-mail today requesting my address so they could send the parts for FREE.

It is my first contact with Kershaw customer service and they were prompt and very easy to deal with. I will let you know when parts arrive.:thumbup:
 
CUSTOMER SERVICE IS GREAT SO FAR: HERE IS THE EMAIL EXCHANGED

Dear Ms. Tierney: got the answer to the on/off switch from bladeforums. NOT BROKEN. However, the torsion bar is broken. Still need that. Thanks for your quick response.





This was the info I got...

There's a little wrinkle to the "on/off" switch. If you start with the knife in AO mode and open the blade, that is the only time the switch will turn the AO off. Once turned off, the knife will act as a non-AO. With the knife closed and in the non-AO mode, you can roll the switch to the on position, yet the next time you open the blade, the AO will not be on. Only after you open the blade with the switch in the AO position will it engage again.







--------------------------------------------------------------------------------


From: warrantyinfo@kai-usa.com
To: charles_eaton_law@hotmail.com
Date: Mon, 4 Aug 2008 11:15:10 -0700
Subject: RE: Warranty Info (Kershaw)


We will gladly send you the torsion bar, however, the safety lock system is not something we can send, since it involves the on/off switch and how it works with both the torsion bar and the actuator bar. With the knife you have, we definitely recommend sending it to us for a replacement. The reason for this is because it is usually not a matter of replacing the torsion bar, but sometimes replacing both the torsion and actuator bars, and getting them to work together again with the on/off switch. This is something that our repair person rarely attempts. I will send you the torsion and actuator bars, but if you decide to send your knife to us for free replacement, please package the knife in a box, include a letter with your name, address and phone number. Please ship via UPS or insured mail with Delivery Confirmation to the address below.



Sincerely,
m.t
 
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Dave, you and GG are by far the wisest of us all on all things Kershaw.
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And it's good to have you around!
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:thumbup:
 
REPORT: I GOT THE PARTS AMAZINGLY FAST thanks Kershaw. I love your knives, and certainly will buy more (all?) of them.
 
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