I've only had 1 "warranty claim", a large classic 21 (purchased used, no paperwork or card) I sent in with a sticky lockbar. No charge for anything and it came back good as new.
Other things, like a lost screw or o-rings for the umnum, they have sent out immediately on request.
In my experience, they have some of the best customer survive I've experienced in general, and they likely have the best in the industry. Also, I've never sent in a registration card, but I have sent more than several in for the spa treatment and double lug installation.
OK, I've had a recent warranty issue and thought it would be good to revise my original post based on a more relevant personal experience. I'll offer a big apology up front for the long-winded post....
I was "lucky enough" to purchase one of the KA exclusive CF 21's with basketweave damascus on Friday 8-2-13. It was delivered on Monday 8-5-13, fast enough for me and packed well.
When I opened the package and removed the knife for inspection (still in the post office parking lot.....), the blade was so off center it was rubbing the CF scale, and actually rubbed enough to remove some of the etch from the blade. I immediately called KA, and they suggested I call CRK because that's all they would do. OK, so I call CRK & they say send it in and they will expedite the repair and refund shipping charges.
As instructed, I sent the knife to CRK, UPS insured, 2nd day. I also included a request (since they had it there anyway) that asked for double silver thumbstuds, which (in hindsight) I probably should not have done. On 8-8-13, right on time, I received a courtesy e-mail letting me know they had my knife and would let me know when work was complete. I thought this was reasonable and expected the work to be expedited as promised.
After waiting another week & sending an e-mail inquiry about the status, I received an update that stated my knife should be ready in 1 more week. OK, doesn't sound very expedited to me, but whatever....
Another week passed and I get a call on 8-21 to say my knife is ready to ship, they just need a credit card number. After some re-explaining about the warranty issue, and the promise to refund shipping, they offered to just do the thumbstuds at no charge and call everything a wash. OK, it's within a few dollars, so fair enough. They also said they would e-mail me the tracking number when it ships.
Today, no knife & no e-mail, I called asking about the status. Well, it did ship (yesterday, 8-27), and won't be delivered until 9-3 because of the holiday. I asked why there was a shipping delay; The person I was speaking with promptly started blaming all problems with the shipping department (not very professional...) & offered no additional explanation or consolation.
So, right at 1 month to get my knife that should have been "CRK perfect" the first time. Honestly, I'm a little disappointed, especially since I've read all about how quickly manufacturing defects have been resolved for others. I don't think I can continue to give a glowing recommendation of their customer service, they just get an OK rating now. And, the last call with customer service left me a little sour.
My previous experience was limited to a sticky lock, spa trips and hardware changes on a half dozen knifes. On these, it took right at 5-6 weeks total turnaround, which is what I was told, and seems reasonable enough. This one was different & I thought I would share my experience. I'll update next week regarding the quality of work once the item is received.
