Very poor ZT Warranty experience

Kamoe

Kamoe

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Sep 30, 2012
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So I sent my ZT 0560 in for maintenance in February to get rid of the lock stick, I was told by a Kai representative that they would replace the frame with the newer version that has the stainless steel insert, or simply replace the knife if the problem was bad enough. I also threw into the warranty form that I wanted the blade resharpened since the bevel on mine got a little uneven over time. I got the knife back today. It's unchanged, for the most part, except for two things. The blade is extremely stiff, even loosened to the point of introducing blade play and making the blade uncentered, the blade won't fall shut without some force. The edge is also completely dull. I sent the knife in at least paper cutting sharp. The knife I got back is hardly a butter knife. I could drag the edge across my fingers in a sawwing motion and it wouldn't do anything. The lock stick is still prevelent, and not only that, the screws are caked in thread locker, so much that I stripped two of the screws trying to take the knife apart. The two I did manage to get out, the bottom body screw and the pivot, were completely covered in dry thread locker, I'm talking ridiculous amounts to where it was falling out of the screw pivot sleeve like snow. I'm completely disappointed. I've contacted them again today to get things straightened out, I'm pushing for them to simply send me a replacement frame, as I've seen them do for some in the past, or to send me a prepaid shipping label to have the knife reshipped out at no more personal cost, since this will now be the second time I've had to send this knife out for maintenance.

Has anyone else have this happen to them? I'm kind of at a loss since I've never had to send a knife into ZT personally, and I've heard such good things about their service that I'm really shocked that this happened to me.
 
I've had to use ZT's warranty at least 4 times and each time I got my knife back they did a fine job sharpening it and the action was always tuned to be super smooth and still rock solid. They also fixed my lockstick twice even though I didn't send the knife in for that reason. They must have gave your knife to a newbie.
 
Envy Sam said:
I've had to use ZT's warranty at least 4 times and each time I got my knife back they did a fine job sharpening it and the action was always tuned to be super smooth and still rock solid. They also fixed my lockstick twice even though I didn't send the knife in for that reason. They must have gave your knife to a newbie.
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Seems that way. I'll see what they'll do once they get my followup email. Or I'll just call them tomorrow morning.

rycen said:
Moved to feedback
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My bad, forgot about this subforum.
 
I've been lucky and only needed to send back one ZT to get fixed. It was the lock stick problem on the 0560 though. It was not fast but not slow either. But the results were amazing. Still have the knife and it still is perfect. I'm willing to bet this is outside of ordinary.
 
I made a thread a few months ago where I sent my 0801 in because I put too much thread locker on the pivot. It came back as the smoothest blade I've ever handled, and they sharpened it even though I didn't ask them to (I found that one out accidentally when I cut myself when the blade closed faster and smoother than I expected).

Needless to say, it was amazing. I wouldn't doubt that your situation is an extreme outlier.
 
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I'm hoping that's all it is. I'm hoping that I get a response from Kai soon.
 
I'm sorry to hear about your bad experience. My interaction with KAI has been very positive. I hope your issues gets resolved. Please keep us posted about what happens.
 
That really sucks. UPS just dropped off my 0770CF- it went in for a stripped backspacer screw and came back with all new hardware and internals, plus a sheet of Zero Tolerance stickers. I would assume that if you called their CS department and explained the situation they would more than likely do something to remedy it.
 
A new problem's been discovered. Take a good look at this lockup.

7f70914ffb.jpg


That is really late, and definitely not how I sent it in. I'm totally unsure as to how I can send a knife in with 2 problems and get it back with 4. This is unacceptable.
 
Interesting timing as I just received back a 561 that I had sent in. Asked if there was anything that could be done to increase detent (blade retention when closed). The blade rolls out smooth, and has a great lockup, but there is almost no detent to keep blade in place when closed. If there is even the slightest bump on the flipper tang, the blade falls open. If in pocket, that means both clothing and bodily injury. Fortunately, the most it's done is cut up a few pockets. This is an almost new knife, that has only had very light carry, and little use.

Anyway, long story longer, it came back with absolutely nothing done to it. I guess that is better than adding problems, so I guess I should feel lucky. The only notations on the work order was a circle around the model number, and the number 1 circled on top. Absolutely no notes as to what was attempted, or why nothing could be done. I guess I just had slightly higher expectations after hearing how good their customer service is.
 
bflying said:
Interesting timing as I just received back a 561 that I had sent in. Asked if there was anything that could be done to increase detent (blade retention when closed). The blade rolls out smooth, and has a great lockup, but there is almost no detent to keep blade in place when closed. If there is even the slightest bump on the flipper tang, the blade falls open. If in pocket, that means both clothing and bodily injury. Fortunately, the most it's done is cut up a few pockets. This is an almost new knife, that has only had very light carry, and little use.

Anyway, long story longer, it came back with absolutely nothing done to it. I guess that is better than adding problems, so I guess I should feel lucky. The only notations on the work order was a circle around the model number, and the number 1 circled on top. Absolutely no notes as to what was attempted, or why nothing could be done. I guess I just had slightly higher expectations after hearing how good their customer service is.
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While a detent that weak does seem problematic, I'm pretty sure they've said in the past that they will not adjust detents as it's such a polarizing issue (people with weak detents want stronger ones, people with strong detents want lighter ones).

You can add more lockbar pressure or drill the detent ball hole deeper if you want to increase detent strength. I wouldn't try those until you get in touch with someone from the service department and ask them directly if detent strength is something they do actually adjust.
 
bflying said:
Interesting timing as I just received back a 561 that I had sent in. Asked if there was anything that could be done to increase detent (blade retention when closed). The blade rolls out smooth, and has a great lockup, but there is almost no detent to keep blade in place when closed. If there is even the slightest bump on the flipper tang, the blade falls open. If in pocket, that means both clothing and bodily injury. Fortunately, the most it's done is cut up a few pockets. This is an almost new knife, that has only had very light carry, and little use.

Anyway, long story longer, it came back with absolutely nothing done to it. I guess that is better than adding problems, so I guess I should feel lucky. The only notations on the work order was a circle around the model number, and the number 1 circled on top. Absolutely no notes as to what was attempted, or why nothing could be done. I guess I just had slightly higher expectations after hearing how good their customer service is.
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The detent on mine falls under that category as well. Takes no pressure to flip the blade open, but the blade also feels stiff and gritty when opening it, even with some lube. If it weren't for the serial number, I'd have thought that I was given the wrong knife. My paperwork is also the same, a number 1 with a circle and the model number circled on it. I also got a sheet of ZT stickers.
 
i don't mind lockup like that. if the lock works i'm a happy camper......... but for folks who detest later lock up i can see how this would really bother them. i expect zt will make you happy though.
 
jbmonkey said:
i don't mind lockup like that. if the lock works i'm a happy camper......... but for folks who detest later lock up i can see how this would really bother them. i expect zt will make you happy though.
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I don't mind it normally, but it's the fact that it still sticks that makes it bother me. The lock travel being so late and the lock stick makes unlocking this knife very uncomfortable with that aggressive jimping on the lockbar.
 
Boias.John said:
A new problem's been discovered. Take a good look at this lockup.

7f70914ffb.jpg


That is really late, and definitely not how I sent it in. I'm totally unsure as to how I can send a knife in with 2 problems and get it back with 4. This is unacceptable.
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Taking a really, really, really good look at that, I don't see that as a problem at all. It looks like a solid lock up to me.
Did you by chance include a letter in the box (aside from the forms) explaining what you wanted done and not wanted done? If you aren't happy, let them know.
 
While solid, it's a lot later than it was when I sent it in, and it's still very sticky, so late lockup plus lock stick = no good in my opinion, for what it's worth. It may actually be that late lockup which is causing the lock stick since it's still a titanium-on-steel lockup. I made good mention of what I wanted done in the warranty form, and I even contacted them before I sent it asking them if that'd be possible and they said yes, which is why I'm a little dumbfounded as to why none of it got done.
 
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