whats up with kershaw?

tipoc said:
Anyway mknopfler, rather than deleting your complaints I think it would be a good move to take advantage of the offer which has been given to you to have your knife replaced at no cost to you. You could then go back to those threads and explain what steps Kershaw has taken to set things right with you and report on that to the people you complained to.
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^ IMO, this is the right and proper thing to do.

p.s. i've always respected KAI/kershaw (i haven't bought a pocket knife from them in a long time but i use my shun kitchen knife regularly). KAI/kershaw get extra brownie points for stepping up to the plate and handling this in A++ fashion. i was toying with the idea of buying a new model kershaw folding knife (when it gets released), now i will definitely purchase it when it's released.
 
mknopfler said:
The knife arrived yesterday, I have the tracking info. I contacted kershaw-knives.net first thing in the morning when they opened to let them know about the problem. I was told to send them pictures and the girl will forward it to her manager who should contact me within a couple of days, she said I might have to send it back to them and them send it to kershaw or I might have to send it to kershaw directly the manager will let me know. Does that sound satisfying as a solution to you ? How about they send me what I have already paid for - a brand new, not chipped ZT350. It's already paid for !! They have my money. Why shouldn't they send me a replacement and a call tag ? Like I said I paid for it.
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So you know kershaw-knives.net is not affiliated with Kershaw Knives
 
mknopfler said:
The knife arrived yesterday, I have the tracking info. I contacted kershaw-knives.net first thing in the morning when they opened to let them know about the problem. I was told to send them pictures and the girl will forward it to her manager who should contact me within a couple of days, she said I might have to send it back to them and them send it to kershaw or I might have to send it to kershaw directly the manager will let me know. Does that sound satisfying as a solution to you ?How about they send me what I have already paid for - a brand new, not chipped ZT350. It's already paid for !! They have my money. Why shouldn't they send me a replacement and a call tag ? Like I said I paid for it.
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did you contact Thomas W?

i don't understand the problem you're having, you where offered a great solution :confused:
 
Thomas W said:
So you know kershaw-knives.net is not affiliated with Kershaw Knives
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mknopfler said:
I will gladly modify my posts to a positive response about kershaw cs if taken care of.
I would much rather have started a thread about how kershaw-knives cs took care of me straightaway in the first place. You know, one of the "called cs, told them my prob they shot out a replacement asap" type of threads I read all the time.
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Read Thomas' quote here. You didn't call Kershaw's Customer Service. You called Kersahw-Knives.net's customer service. Those are two different entities.

Also, I don't think that Kershaw-knives.net's solution was so terrible. Of course they are going to want to at least see pictures of the chipped knife or the knife itself before they are going to just ship out another knife to you. How are they to know that you will actually send the damaged knife back to them once they've shipped you a replacement. Most places will ship a replacement only after the original has been returned. It hardly ever works the other way around. Thomas himself is telling you that he'll ship you a new knife and that you should ship back the damaged one to him at your convenience.
 
mknopfler said:
Imagine that. They have the same name and sell their products but are not affiliated ? How do they get the knives then ? Seems clear as politics to me.
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As though politics are ever clear. Sometimes you should just accept what is offered to you and quite while you're ahead. :rolleyes:

You know there was a small convenience store near me when I was a kid and it was called Hershey's. They had no affiliation to Hershey's chocolate, but they sold still sold it.
 
all this arguing has made me hungry to buy a new knife, I think I'll go see what Kershawguy has to offer.
 
ZT350 - the best knife for the money, and kershaw customer service is legendary.
 
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mknopfler,

Normally what happens when you buy something online (whether it is a knife, a book, shoes, etc.) and it arrives in a condition that you find unacceptable is that you contact the company that you bought the item from. You explain the problem to them. Sometimes they will email you a return shipping label that you can print out and mail the item back to them. Once they get it and examine it they return the new item to you. That's usually how it works. Sometimes the outfit will ask you to return the item to them on your dime and they offer to re-imburse the cost, which is only a few bucks anyway. Either way they usually need the item returned first before they will send you a replacement. That is how it normally works.

Now it seems to me you have not yet given the outfit you bought the knife from the chance yet to make it right. Your response strikes me as unreasonable in face of this this minor annoyance. Not 24 hours have gone by before you are on the internet complaining about the injustice done you.

Step back, chill some and let folks help you out. You can resolve this to your satisfaction or you can complain about it on knife forums for the next 6 months. Your call.

tipoc
 
mknopfler, you're seemingly working hard to make this situation difficult, and I'm unsure why?

I'll ask just one more time, and try to make it simple.

I work for Kershaw Knives (the actual factory).

I'm willing to send you a new 0350.

You can send me your "chipped" 0350 whenever (if ever, don't care).

I need your shipping info in order to do this.

This isn't a joke, and there is no additional monies needed here.

This is all being done in an effort to satisfy you as a customer.

Are you interested in the above, or do you want to continue posting the same posts on the 3 threads you've already been at?

If you are interested, and are ready to move on, look to enjoy the community, and the 0350 when it arrives.

Life is too short to sweat the little stuff.
 
You can lead a horse to water but you can't make him drink . . . Even if drinking is the best option.

Talk about pissing in your own drinking water.

I think post #93 should put this saga to bed :)
 
mknopfler said:
r
I will have to respectfully disagree with you on the "they stand behind their products" line.
The people you guys spoke with must not work at kershaw anymore. I bought a ZT350 that had 2 nasty nicks in the blade near the tip right out of the wrapping. I contacted cs who said to send it back in on my dime so they can take 4 to 6 weeks to fix it. This is a knife that had just been opened out of the package !! Now I have to pay to send in and wait 4 to 6 weeks to get back the knife I have already paid for and never even used, carried, or enjoyed. They won't even tell me whether they will replace the blade. "Might just grind a new edge" David the supervisor told me. WTF This knife is brand new !! I didn't pay $120 for a chipped bladed knife that needs to be reground before I ever even use it. To say I am unsatisfied with kershaw customer service is a gross understatement. I will be contacting my bank to see if the charge can be refunded. Then kershaw can send me a call tag for the knife. I will be sure to have it back to them within 4 to 6 weeks. No problem. Nice doing business with you kershaw. I was actually going to buy another matching ZT350 for my gf and the torxset they sell, now I'll be looking elsewhere. It's a shame an American company will treat you like that. boo!!
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So let me see if I understand. You bought a ZT 0350 that was clearly not up to quality standards. The store you bought it from has a deceptive name that would lead you to believe that they are in fact Kershaw themselves. You are having problems getting some sort of resolution for the problem and your gut reaction is to bash Kershaw themselves without ever actually dealing with them directly? Yes, I would agree that you have some sort of problem on your hands. Unfortunately the knife is the least of your worries.

I'm sorry to see you are having a hard time with that situation. But you really should stop, and try to think things through, and read CAREFULLY before having a meltdown and maybe try asking the forum here for help. We really aren't a bad bunch.
 
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mknopfler said:
Actually, I called kershaw-knives.net first. I have already gone over what transpired with them. Then I called kershaw cs. I will say that kershaw cs at least was ready to take action, they told me to send it in to them and they will take a look, then decide what to do and it could take up to 6 weeks. I wish I had that chance !! Let me look at the blade for 2 seconds and I wouldn't have bought it. So I have spoken to both cs. Neither offered to send me a new knife which is what I paid for, and all that I want. I will not send it in to be ground down and resharpened. Reground is not a new knife.
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How asinine can you be, really, you expect to make a phone call about a product your unhappy with and expect the company to just send you another one. I don't know of any company that would do that, nor would any decent person expect such a thing. Do you try this scam a lot? Your "I want a new knife not a reground blade" sounds like the childish rantings of a spoiled four year old. How do you think the blade got it's edge to begin with? They put it to a grinding belt. The as the new knife your so adamant about getting. Another thing, if you get a chip in that Military you're thinking about ordering, do you know what Spyderco will do? The same thing they asked me to do, send it in so they can grind the chip out and send it back to me. No big deal, you couldn't tell the difference between it and one that was only ground once. I have several Kershaw knives and on the 2 occasions that I have needed CS they fixed the problem, quickly, and one of those times was a knife I bought second hand. You'll be hard pressed to find company with better CS and a dedication to there product then Kershaw, and the fact that they have a man like Thomas working for them speaks volumes.
 
Thomas W said:
This isn't a joke, and there is no additional monies needed here.

This is all being done in an effort to satisfy you as a customer.

Are you interested in the above, or do you want to continue posting the same posts on the 3 threads you've already been at?
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This is why I don’t hesitate to buy something made by Kersahw. And its not just Thomas W that bends over backwards to make us happy.

I’ve only used their warranty once, when I broke a pocket clip, since I broke it, trying to modify it (Jonny Walker helped me with the “mod” I called them and asked if I could purchase a replacement, explaining that I broke it while being dumb. The lady I talked to insisted that despite my stupidity that she would be happy to send me what ever I needed.

I’ve heard lots of stories like this, Kershaw’s customer service is fantastic, so good in fact that if the quality of knives they make were to drop, I’d still probably keep buying them.
 
+1 Revdevil

All 10 of his posts have been directed at trashing Kershaw and he is not even dealing with them.

Thomas W in his offer and responses has shown absolute professionalism and class. In both my own experience and from those on this forum, Kershaw has the best customer service I have ever seen, not just in knife companies but in any company I have ever dealt with.

For that reason, even though I like and own other brands, I buy Kershaw at least 2/3 of the time.
 
Customer service that actually thinks about the customer - not just their bottom line.
 
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mknopfler said:
Imagine that. They have the same name and sell their products but are not affiliated ? How do they get the knives then ?
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They get knives through wholesale distribution.

As to reading comprehension - From the top paragraph on their home page:

We are an independent reseller of Kershaw Knives.

Just saying...


Got your info, you can remove it from your post now.
 
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