UPDATE 2: Situation rectified, happy customer

[dkb45]

I just got 2 knives back from warranty repairs, my Piston and 550, and the turn around was great. Not even 2 weeks shipped to at my door. My 550 also came back with better centering and seemingly better lockup than it had, but my lovely edge was ground off (note that they resharpen everything that comes in unless noted otherwise). The minute lateral play was also eliminated. All pretty good so far.

The bad is a different story. My Piston had a stuck handle screw in the RH, TU position, and with me being a lefty it was completely in the way. I just used a second clip on it. Sent in in with the 550, and it came back with the edge ground off to an even but much duller edge, but there was a problem. The Piston uses inset threads because of no liners, and what Kershaw did was just yank the whole thread out... No replacement thread put in. No idea who thought this is a good idea, but as it stands the problem is null for me because I am a lefty, but I will have to send it back in if I want to sell or trade it.

All in all, excellent warranty but questionable service of said warranty.

 

[choombak]

I typically include an handwritten note explaining what the problem is and also what they need not do. When you say "yanked off the thread" does it mean the metal insert they have since it lacks liners? Did you inform them of this? You may not have to send the knife in, they may just send you a replacement scale if you let them know what happened.

I have found Kershaw CS to be top notch, and they go above and beyond by fixing small issues the knife may have that you cannot spot. Excellent email response as well. I'd recommend checking with the CS again, I'm sure they will fix you up real good.

 

[dkb45]

Title updated.

Upon going to resharpen my knives the service turns out to be TERRIBLE. My Piston now can't really take the edge it had (they took it back by about 10° inclusive) and my 550 is a lost cause. They took the edge back nearly (or even more than) 20° inclusive so I have to remove an insane amount of steel to get an edge I like (acute slicer edge) on it. Just bloody lovely...

Needless to say, Kershaw will be getting a polite but unhappy call tomorrow. My 550 may need a new blade. Because of their "sharpening" the choil (I think that is what the notch is called at the base of the cutting edge) is further out than my edge, and I will need to take nearly 1/8" to get a slicer edge like I had on it. The edge has been ground down nearly a whopping 1/4" now.

 

[Marko3]

Title updated.

Upon going to resharpen my knives the service turns out to be TERRIBLE. My Piston now can't really take the edge it had (they took it back by about 10° inclusive) and my 550 is a lost cause. They took the edge back nearly (or even more than) 20° inclusive so I have to remove an insane amount of steel to get an edge I like (acute slicer edge) on it. Just bloody lovely...

Needless to say, Kershaw will be getting a polite but unhappy call tomorrow. My 550 may need a new blade. Because of their "sharpening" the choil (I think that is what the notch is called at the base of the cutting edge) is further out than my edge, and I will need to take nearly 1/8" to get a slicer edge like I had on it. The edge has been ground down nearly a whopping 1/4" now.

Do you mind showing a picture of the 550 that seems like a lot of steel removed.

 

[dkb45]

Do you mind showing a picture of the 550 that seems like a lot of steel removed.

I should say that I had it sharpened to under 30° inclusive. It was sitting around 25° inclusive. They put an edge of at least 40° inclusive and ground the whole previous edge off. I can get pics up later.

 

[choombak]

Title updated.

Upon going to resharpen my knives the service turns out to be TERRIBLE. My Piston now can't really take the edge it had (they took it back by about 10° inclusive) and my 550 is a lost cause. They took the edge back nearly (or even more than) 20° inclusive so I have to remove an insane amount of steel to get an edge I like (acute slicer edge) on it. Just bloody lovely...

Needless to say, Kershaw will be getting a polite but unhappy call tomorrow. My 550 may need a new blade. Because of their "sharpening" the choil (I think that is what the notch is called at the base of the cutting edge) is further out than my edge, and I will need to take nearly 1/8" to get a slicer edge like I had on it. The edge has been ground down nearly a whopping 1/4" now.

I would also like to see the photos of your "lost cause" 550.

 

[cncpro11]

I should say that I had it sharpened to under 30° inclusive. It was sitting around 25° inclusive. They put an edge of at least 40° inclusive and ground the whole previous edge off. I can get pics up later.

My guess is that KAI as well as other brands are always coming across threads where people re-profile their edges to some ridiculously sharp angle and then complain about how the crappy heat treat is why the blade chipped out, so every chance they get, they put the edge back to recommended factory spec, which is around 36 - 40 degrees if I'm not mistaken.
Sounds to me like KAI did you a solid and you should thank them, or at least give them a chance to make it right if you are not happy.

Personally, I keep my edges at 40+ included and can still shave, slice, or whatever. Much stronger and more durable edge.

 

[xICEMANx]

Kai has the best customer service in the industry. I'm sure they will take care if you but like others have said I'd love to see some pics

 

[dkb45]

I called up Kershaw. Talked to a supervisor, and got a shipping label printed out (they sent me one), and my knives dropped off. Hopefully Kershaw will get both issues addressed. The supervisor told me that they might be able to replace the blade on the 550, they just need to evaluate it first.

I completely forgot to take pictures too. I was just happy that something is going to be done, and spaced on it when Istarted packing the knives up. The notch was about 1/8" farther out than the edge. It was seriously ground down, because the low edge on it was very wide 1/4 long (bevel size wise) and they ground that whole bevel off.

 

[northend816]

First time Ive ever heard of anyone having problems with them.....smh

 

[Esav Benyamin]

It happens. We all fall prey to it ... going about our business as if everyone understands the problem the same way we do.

I certainly understand you reprofiling. It's something we often suggest when people have trouble with an edge, to make it their own by changing the edge angle. Customer service routinely does customers a favor by "restoring" the original edge. You need to be very specific about what you don't want changed.

Well, as long as they solve the problem, it will only have been a slight loss of time. Aggravation doesn't count!

 

[Karda]

It always pays, in case like this when sending something in for service to send a note along with the knife explaining the problem and specifying what you do and do not want done during said service. It saves aggravation for both you and the one performing the work for you.
If you did not specify that you didn't want the blades resharpened, then to be fair, this isn't really a case of poor customer service.
Kershaw will normally perform resharpening, as a service, on items sent to them for repair/servicing.

 

[dkb45]

So long as it ends well, I will just chalk this up as a learning experience. Now I know to be specific on if a knife needs "sharpened" or not. Whathhappened with the Piston is unacceptable though. That is the same thing as them taking a knife that had a screw break off in the threads drilled out, removing the thread entirely, then sending the knife back like that. Actually, this is worse, because the screw was ceased from the factory.

 

[dkb45]

Heard back from Kershaw, and they are replacing the handle on the Piston, and the warranty guy agreed that the service on the 550 was unacceptable. The blade is being replaced, and they are giving me an unsharpened blank so I can get the edge I want want right out of the gate (he asked if I wanted a blank or to have them sharpen it). Seems I just got a really lazy employee the first time around.