very disappointed abt benchmade customer service

M

MasonCarter

Joined
Mar 18, 2016
Messages
6
here is the thing,i have a gold class ares 730,after long time of use,it develops blade play and the handle shows some wear.so i sent it in for customer service,i stated very clearly i wanted to repair the blade play and wear on repair form.
without any contact about the repair in advance,i received the shipment notice.when i got the knife back,nothing i mentioned has been taken care of,the worst part is they resharped the blade,which literally ruined the edge,it is terribly uneven.it broke my heart.i never asked for a regrind.
so i sent a email for an explaination,they asked for some photoes so i sent to them.then they just disappears,no matter how many emails i sent after that they wont even reply.now its been over a month.seems like they just dont care.
i have never seen such a terrible customer service like that.just so irresponsible and dont give a damn.members here,do not send your gold class in,they will literally ruin it and they dont even care.
 
Call them. Email is not the most reliable system, and so its possible they have not received your later emails.
Its unfortunate that this happened, but mistakes do occur, and you need to give them a standing chance to make it right. An important factor to keep in mind is that "wear" is very subjective, and often cannot be easily remedied. Its been well known that Benchmade has a tendency to get aggressive when sharpening knives, and for a small sub-set of its customers, that causes them a disproportionate amount of distress.

Again, call them. Keep in mind that for you this has been a month of waiting, for whoever answers the phone, it will be the first time they have seen the problem. Even if they responded before, they deal with far too many requests in a day to keep track of.
 
I had a similar experience where no corrective action was taken. Even though regular production companies can make high end knives their level of service and care is more geared towards their regular lineup. Thats why the service and warranty at chris reeve (or other luxury brand) is different from benchmade or spyderco. If all your knives are higher end you cater more to the expectations of those customers. I doubt the employees at banchmade handle gold class any different than blue. I have learned the hard way its best to buy more expensive knives from companies that deal with that market more and to buy user knives from companies that specialize there. Hopefully they respond but I wouldnt hold my breath that they resolve this to your liking. I dont think one kind of knife is better but its hard to do both well. Best of luck.
 
I sent a couple knives into their warranty service each with explicit instructions only for the request to be ignored. I got the knives back with the same issues; the only changes were the pivots were tightened way too much, and one of them was missing a part (on an already problematic custom Benchmade, no less), so I'm sympathetic to your plight.

I would recommend explicitly stating on the warranty request in the future, if you ever send a knife to their warranty department again, that you don't want the knife sharpened. On the knives I sent to them, I put tape over the edges and wrote "DO NOT SHARPEN" on the tape to make sure that someone would honor the request.
 
Stang Bladeworks said:
I had a similar experience where no corrective action was taken. Even though regular production companies can make high end knives their level of service and care is more geared towards their regular lineup. Thats why the service and warranty at chris reeve (or other luxury brand) is different from benchmade or spyderco. If all your knives are higher end you cater more to the expectations of those customers. I doubt the employees at banchmade handle gold class any different than blue. I have learned the hard way its best to buy more expensive knives from companies that deal with that market more and to buy user knives from companies that specialize there. Hopefully they respond but I wouldnt hold my breath that they resolve this to your liking. I dont think one kind of knife is better but its hard to do both well. Best of luck.
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exactly,sir
 
Benchmade said:
I notified B BKC Customer Service regarding the OPs concerns. They are looking into this.
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thanks jimmy,i appreciate it.id love to hear from them.but sadly i dont see anything can be done to make this knife gold class again.its just terrible.according to other menbers' post here,seems this kind of things happened more than once.its just so sad.it could have been avoided.
 
marrenmiller said:
I sent a couple knives into their warranty service each with explicit instructions only for the request to be ignored. I got the knives back with the same issues; the only changes were the pivots were tightened way too much, and one of them was missing a part (on an already problematic custom Benchmade, no less), so I'm sympathetic to your plight.

I would recommend explicitly stating on the warranty request in the future, if you ever send a knife to their warranty department again, that you don't want the knife sharpened. On the knives I sent to them, I put tape over the edges and wrote "DO NOT SHARPEN" on the tape to make sure that someone would honor the request.
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that is a wise move.sir.but why we even have to do this?putting tape says do not sharpen.it doesnt have to be this way.
 
MasonCarter said:
thanks jimmy,i appreciate it.id love to hear from them.but sadly i dont see anything can be done to make this knife gold class again.its just terrible.according to other menbers' post here,seems this kind of things happened more than once.its just so sad.it could have been avoided.
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Well they can replace the blade or the knife or tell you to pound sand. Either way you've lodged a complaint w/o proof and refuse help from the manufacturer. Doesn't make sense. Did you post just to be provocative?
 
MasonCarter said:
here is the thing,i have a gold class ares 730,after long time of use,it develops blade play and the handle shows some wear.so i sent it in for customer service,i stated very clearly i wanted to repair the blade play and wear on repair form.
without any contact about the repair in advance,i received the shipment notice.when i got the knife back,nothing i mentioned has been taken care of,the worst part is they resharped the blade,which literally ruined the edge,it is terribly uneven.it broke my heart.i never asked for a regrind.
so i sent a email for an explaination,they asked for some photoes so i sent to them.then they just disappears,no matter how many emails i sent after that they wont even reply.now its been over a month.seems like they just dont care.
i have never seen such a terrible customer service like that.just so irresponsible and dont give a damn.members here,do not send your gold class in,they will literally ruin it and they dont even care.
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Hi MasonCarter. I am sorry for the experience you have had! I will be contacting you soon after gathering some information on this issue. Please watch for my email.

Ryan
 
brownshoe said:
Well they can replace the blade or the knife or tell you to pound sand. Either way you've lodged a complaint w/o proof and refuse help from the manufacturer. Doesn't make sense. Did you post just to be provocative?
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im not refusing help from em,sir.why would i even do that?benchmade knows i am not making up stories,i told em i need a new blade but they didnt even respond,it makes me think asking for a new blade maybe is just too much.i dont make up stories,aight?
 
Icky Thump said:
Try selling it privately. You might hear from them then.
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I don't understand what you mean, i'm not trying to be rude. Are these knives a hard to get limited edition, or something like that, that the distributor/manufacturer try to control the market, and do not want faulty products out there, especially if they were the cause. I apologize in advance for my strange query.
 
cudgee said:
I don't understand what you mean, i'm not trying to be rude. Are these knives a hard to get limited edition, or something like that, that the distributor/manufacturer try to control the market, and do not want faulty products out there, especially if they were the cause. I apologize in advance for my strange query.
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He's trying to stir the pot, not actually adding any information to the post. This knife in question is a Gold Class from 2010, its highly unlikely Benchmade still has blades, but they have been known to pull something out of their hat. It will be interesting to watch how this situation plays out though.
 
cudgee said:
I don't understand what you mean, i'm not trying to be rude. Are these knives a hard to get limited edition, or something like that, that the distributor/manufacturer try to control the market, and do not want faulty products out there, especially if they were the cause. I apologize in advance for my strange query.
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He is referencing something from another thread in this subforum.
 
Always had great customer service from Benchmade and nothing bad to say really.Hope OP gets his problem fixed soon.
 
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