I see threads every other day criticizing, or negatively comparing, the warranty services of knife companies. No company is spared. These threads often degenerate into a polarizing argument between fan bases, or a dog piling session, and in my opinion put a bad face forward. I think it has to be acknowledged that the knife industry has some of the most trustworthy companies and most reliable warranties around.
I have never had a bad warranty or service experience with any knife company, and would like to relate my experiences:
Gerber: I bought an Evo from a big outdoor store because I needed a knife for a trip and had forgotten my Caly 3.5 or something. After like 5 openings the lock went past 100% and got play. I emailed Gerber and they apologized profusely, asked me to send it in, and I was given a replacement and some coupon. Absolutely a positive experience.
Stone River Ceramics: My girlfriend got me a folding ceramic knife because I had mentioned it was an interesting idea. I guess I twisted a bit or something when using it (only on food) and realized later it had a crack. I emailed stone river and got a personal, non automated response in like one or two days. The representative said they would take care of it and asked me to send it in. The day it got there I was told they were going to replace the blade. Got it back nice and sharp, no problem. Absolutely a positive experience.
Benchmade: I recently contacted Benchmade for a contego clip, telling them it was for a presidio ultra. Within the day I was notified with a non automated email that a clip and screws were on their way to me. My brother lost all of the screws for his Dejavoo while cleaning in a sink (why he took it apart in a sink I don't know) and Benchmade sent him all new screws no questions asked. Absolutely positive experiences.
Kershaw: I had a rainbow leek my dad gave me that was rattling, and found an old scallion with a broken tip my dad had given me a couple years before. I sent them both in. They greased up the lock bar of course, but also put a new blade on the scallion (didn't regrind). I can't remember for sure, but I think they actually didn't charge me. Of course they returned them both shaving sharp. Either way, I remember being very impressed. Absolutely a positive experience.
Spyderco: I sent my Caly 3.5 in for sharpening after chipping up the edge (before I knew how to sharpen). I recall that it took a really long time, but came back super sharp and free. Next I bought a Squeak from an online river store. It came with lots of play, super light spring, and weird opening so I came on here asking if this was normal (my first slip it). Mr. Sal himself replied suggesting it was not normal, so I exchanged it. I consider the owner of a company giving direct feedback a part of the warranty. Next I sent in an Endura I got from the same site that I realized was not put together like even (?) or something (had gaps and stuff, and developed strange play), and got a replacement no questions asked. I recall this turn around being much quicker. Absolutely positive experiences.
Great Eastern Cutlery: I got a Sheepfoot Charlow with basically no edge, and at the time I was undecided as to whether this knife was worth the high price (in my eyes) and did not have the sharpening skill or patience to put a good edge on. I called and honestly may have been surly, but Ms. Tucker was very pleasant and suggested I send it in. I got it back in less than two weeks with a shaving edge and a newly polished blade. My Dad recently gave me a Ben Hogan that I realized the edge was hitting the spring. I called and was asked to send it in. I got an update from Ms. tucker when the work was done, in less than a week. Two days after that I had a fixed knife with a new edge and polished blade. I especially appreciated the fact that I was dealt with pleasantly over the phone, and given an update. Absolutely positive experiences.
As you can see, my experiences demonstrate an industry wide excellence in service. I think that this excellence needs to be addressed as much as the reported shortcomings.
Please relate your own positive experiences, no matter what company, maker, service provider, etc.
ALLHSS
I have never had a bad warranty or service experience with any knife company, and would like to relate my experiences:
Gerber: I bought an Evo from a big outdoor store because I needed a knife for a trip and had forgotten my Caly 3.5 or something. After like 5 openings the lock went past 100% and got play. I emailed Gerber and they apologized profusely, asked me to send it in, and I was given a replacement and some coupon. Absolutely a positive experience.
Stone River Ceramics: My girlfriend got me a folding ceramic knife because I had mentioned it was an interesting idea. I guess I twisted a bit or something when using it (only on food) and realized later it had a crack. I emailed stone river and got a personal, non automated response in like one or two days. The representative said they would take care of it and asked me to send it in. The day it got there I was told they were going to replace the blade. Got it back nice and sharp, no problem. Absolutely a positive experience.
Benchmade: I recently contacted Benchmade for a contego clip, telling them it was for a presidio ultra. Within the day I was notified with a non automated email that a clip and screws were on their way to me. My brother lost all of the screws for his Dejavoo while cleaning in a sink (why he took it apart in a sink I don't know) and Benchmade sent him all new screws no questions asked. Absolutely positive experiences.
Kershaw: I had a rainbow leek my dad gave me that was rattling, and found an old scallion with a broken tip my dad had given me a couple years before. I sent them both in. They greased up the lock bar of course, but also put a new blade on the scallion (didn't regrind). I can't remember for sure, but I think they actually didn't charge me. Of course they returned them both shaving sharp. Either way, I remember being very impressed. Absolutely a positive experience.
Spyderco: I sent my Caly 3.5 in for sharpening after chipping up the edge (before I knew how to sharpen). I recall that it took a really long time, but came back super sharp and free. Next I bought a Squeak from an online river store. It came with lots of play, super light spring, and weird opening so I came on here asking if this was normal (my first slip it). Mr. Sal himself replied suggesting it was not normal, so I exchanged it. I consider the owner of a company giving direct feedback a part of the warranty. Next I sent in an Endura I got from the same site that I realized was not put together like even (?) or something (had gaps and stuff, and developed strange play), and got a replacement no questions asked. I recall this turn around being much quicker. Absolutely positive experiences.
Great Eastern Cutlery: I got a Sheepfoot Charlow with basically no edge, and at the time I was undecided as to whether this knife was worth the high price (in my eyes) and did not have the sharpening skill or patience to put a good edge on. I called and honestly may have been surly, but Ms. Tucker was very pleasant and suggested I send it in. I got it back in less than two weeks with a shaving edge and a newly polished blade. My Dad recently gave me a Ben Hogan that I realized the edge was hitting the spring. I called and was asked to send it in. I got an update from Ms. tucker when the work was done, in less than a week. Two days after that I had a fixed knife with a new edge and polished blade. I especially appreciated the fact that I was dealt with pleasantly over the phone, and given an update. Absolutely positive experiences.
As you can see, my experiences demonstrate an industry wide excellence in service. I think that this excellence needs to be addressed as much as the reported shortcomings.
Please relate your own positive experiences, no matter what company, maker, service provider, etc.
ALLHSS
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