Unhappy with Zero Tolerance customer service

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You should carry a knife that can be cleaned w/o any disassembly. You have no right to complain, you goobered up your knife and they said they will fix it for free. Spyderco and benchmade will charge you.
 
Don't overthink this, man. Send the knife in and watch it come back good as new. KAI USA has awesome customer service.
 
Now that that the return/repair has been addressed ...

let's discuss the suspect "tripping and falling" ... ;)

(Just kidding ... good luck with the repair.)

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2k worth of zt knives and over 3 k worth of kershaw!!?? You sir have a LOT of knives.

So... with that in mind pick another to carry for a couple weeks and do like they asked and send the darn thing in already. If KAI warranty can't make you happy good luck elsewhere my friend.
 
I am struggling to find even the slightest indication of poor customer service in your post. I am however finding indications of a poor customer. I'm LE too and was embarrassed by your post. Seriously dude, no offense but to me you're coming off as an entitlement minded whiner.

They told you all you need to do is send it back and they'll make it right. Worrying about something that might or might not happen during the delivery process and that they (ZT) have no control over is not an excuse to trash them either.



ashtxsniper said:
I have been on this site for many years and used to post here a lot. Over the last few years I have enjoyed reading the post here more than being a part of them. On to my rant. Part of my job duties entail being a SWAT Team Commander. On my gear I carry a ZT 0100. I ordered 0200's for all of my team members and they love them. After running an op I managed to get a suspects blood on the handle of the knife (before you ask I didn't shoot or stab anyone, suspect tripped trying to run away and the blood was transferred from him while he was being cuffed). I removed the scales to get all the blood off and when I pulled the scales off one of the handle screws along with a threaded insert flew off and I wasn't able to find it. I contacted ZT/Kershaw and they stated they could send me handle screws but not the threaded insert, I would have to send the knife to them. I told them that I didn't care about price I just need the parts. This piece is just a small tube that is threaded on the inside and it fits inside the holes drilled through the tang. Nothing complicated or mechanical. I expressed this to the customer support division and now they won't respond to me. I can't believe that a company supposedly selling products for law enforcement and military has such poor customer service. I have over 2k dollars worth ZT knives and probably another 3k of Kershaw knives but I wont be buying any more of them unless they improve their customer service. Back to Benchmade and Spyderco.
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You can also take a knife apart over a large plastic bin, to catch anything that flies off. Sure beats not being able to find small parts and being upset with a company for not doing what you think they should.
 
I've sent two (2) ZT 0200 knives back for warranty. Broke both blades after using them in a manner in which shouldn't have been covered by warranty. Told the truth, sent the knife in with tracking. Within two weeks had a new knife both times. ZT stands behind their products period, just have to send it in. You won't be dissapointed friend. They'll take care of you.
 
Mate, are you are sounding like a 16yo girl who can't decide what panties she is going to wear to the party. That have offered a more than reasonable fix for your issues and it just seems as you are convincing YOURSELF that there is an issue with what they propose. Kinives are shipped back and forward across the US day in and day out with, in reality, very few problems...some are even shipped across the world without issue ;) ;). Pack it properly, include a note you don't want the blade touched (tape the blade if it makes you feel better) and send it back. To say that their approach is somehow wrong at this point is only reflecting badly on them not you my friend.
 
Andy the Aussie said:
Mate, are you are sounding like a 16yo girl who can't decide what panties she is going to wear to the party. That have offered a more than reasonable fix for your issues and it just seems as you are convincing YOURSELF that there is an issue with what they propose. Kinives are shipped back and forward across the US day in and day out with, in reality, very few problems...some are even shipped across the world without issue ;) ;). Pack it properly, include a note you don't want the blade touched (tape the blade if it makes you feel better) and send it back. To say that their approach is somehow wrong at this point is only reflecting badly on you not them my friend.
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Fixed it =P
 
Too many years as a cop has made you jaded and suspicious of people. I don't think ZT is trying to pull something on you or make it hard for you. They're just following policy. I'm sure that if you sent detailed instructions with your knife, they would abide by them.
 
Andy the Aussie said:
Mate, are you are sounding like a 16yo girl who can't decide what panties she is going to wear to the party. That have offered a more than reasonable fix for your issues and it just seems as you are convincing YOURSELF that there is an issue with what they propose. Kinives are shipped back and forward across the US day in and day out with, in reality, very few problems...some are even shipped across the world without issue ;) ;). Pack it properly, include a note you don't want the blade touched (tape the blade if it makes you feel better) and send it back. To say that their approach is somehow wrong at this point is only reflecting badly on them not you my friend.
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+1 AtA
 
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OP, did the customer service rep understand that your knife got covered with human blood? Do they want it sent in a red bag with biohazard emblems? Better they sell you the insert instead of risking their employees' health.
 
Send it in. They will fix it. Let them know that you don't want it sharpened, they won't sharpen it.

It's very simple.....and frankly, as someone in an LEO position requiring patience, good judgement and discretion, you are displaying none of that in this thread.....I have interfaced with HUNDREDS of LEO's in the last two years and none of them came off as you are in this thread.

You can in fact have a package prepared with a return UPS label and insurance, I have done it at the UPS hub, not sure where else you can do it from personal experience.

PLEASE.....breathe.....relax....send the knife in and return to post how awesome ZT treated you and redeem yourself...it's not too late.

Best Regards,

STeven Garsson
 
Kohai999 said:
Send it in. They will fix it. Let them know that you don't want it sharpened, they won't sharpen it.

It's very simple.....and frankly, as someone in an LEO position requiring patience, good judgement and discretion, you are displaying none of that in this thread.....I have interfaced with HUNDREDS of LEO's in the last two years and none of them came off as you are in this thread.
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Indeed.......

They have offered to fix your knife for free but you are looking for every excuse not to send the knife to them, as though somehow it is their fault that you cannot take a knife apart without loosing bits.

I have had hundreds of knives shipped to me in South Africa with USPS and not one has gone astray. Your fear of USPS loosing your knife is totally unfounded, especially if you ship it Priority.

ZT have replaced entire knives here in South Africa and covered International shipping under their warranty.
They are a fantastic company and are the model for good governance and customer care in the knife industry. Coming here and bashing them because you are unreasonable is pathetic.
 
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This is not an example of "bad customer service" on the part of ZT/Kai. If shipping a knife is such a big concern
and the USPS can not be trusted, use UPS or FEDEX which offer better tracking.
 
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