Which production company has the best customer service?

Personally, my best experience with customer service has been with Chris Reeve Knives.

Spyderco has also never done me wrong.
 
I've had experience with three firms and I'd rate them in order; Benchmade, Cold Steel followed by Spyderco. I've had great service and no complaints from the first two. Spyderco's a different story. Spyderco has told me they don't stock parts for their Japanese knives nor will they have them shipped to America for repairs. They didn't respond to my queries by e-mail and phone. They don't repair as often as they replace...good luck if you're knife is discontinued. They've done a repair, but told me their warranty has changed and they'll charge me if ever happens again. (How can the warranty change for a knife when I have a written warranty that still says the same thing?). They've sent me repaired knives that failed for the same reason as the first fix. I fix my spydercos myself now.
 
I have dealt with Spyderco and Buck, and both were excellant. Spyderco sent me a new clip, and a replacement handle insert for a Centofante III, and Buck sent me a brand new knife when the one I had had lock problems. I will soon have to deal with Spyderco again, because my Dodo is having lock problems. I keep meaning to send it in, but I dont want to have to be without it! :D
 
I've had terrific customer service experiences with Buck and with CRKT. I was actually disappointed with the response I received from Spyderco when I approached them re: the clip on my delica. Nothing too harsh, but not as forthcoming as the folks at CRKT, which really surprised me.

Cheers,

Mike
 
I have only ever dealt with Leatherman and it wasnt a problem per se. I suggested they use a way to identify the sheepsfoot blade from the plain without having to look. They replied that the next Wave version was going to have this and offered to replace my current Wave with one with this feature. I jumped at the chance but when I got the new one I missed the old one as I had carried it EDC for about 2 years. I emailed them to see if they still had my old tool and was it possible to just add a new Sheepsfoot. No problem thy said and I got my baby back about a week later. I have never heard a bad thing about Leatherman's service.
 
Recently, I've been dealing with Mindy at Chris Reeve Knives about an order.

Outstanding service.
 
All great companies, the ones mentioned so far. One of them has actually won an award for customer service several years in a row - Chris Reeve Knives.
 
I was going to automatically type 'Spyderco' here as I am a bit of a spyderphile then I realised the absolute best, no questions asked customer service I've recieved has been from leatherman. Spyderco have been good, but something just shy of the Leatherman standard.
 
I haven't dealt with everybody, but I have had very good results from Buck, Spyderco, and Camillus.
 
I've only had to deal with Customer Service / Repair once, and that was with Microtech (Scarab wasn't locking closed or firing open). It took about a month, but I got my knife back fine. Of course, right after I sent it, 3 hurricanes decided to hit Florida (one of which came back for a second dose of fun), so that might explain any inordinately long turnaround. I keep hearing about MT's bad customer service, but I had no problems. I'll guess I'll consider myself lucky.

I don't like their proprietary screws though, and that in itself says something about CS. With, Kershaw, Buck, and Benchmade, I keep reading about replacement clips, screws, torsion bars, etc being sent free. Yet not only can you not adjust a loose MT screw, you're required to send the knife in. Which is a major PITA for an auto, especially if you're in one of the states that doesn't allow autos, which is most of them. Their newly announced CS policy is even worse.
 
i've recently just dealt with benchmade and spyderco
and am happy with both services.

i lifesharped my mini tsek
and got my new paramillie tightened up to lose some play.
turnaround for both was around 3.5 weeks;
not too bad.

i just wish spyderco would answer their phones,
because i never got through ever.
 
I've only had to send one knife back, and that was not to a production company but a dealer, A.G. Russell. I felt the knife I purchased wasn't up to the standards of its price point and requested a different knife of the same value. No troubles at all, the new knife arrived within a few days.
 
I've heard great things about Buck, but have never had to send a knife in or get parts. The only one I've had to deal with was Kershaw and they were absolutely wonderful. There was no automated system, there were real people. When I needed parts, it was late in the afternoon and the parts department was clsoed for the evening. I left a message about what I needed and the next day they called me back to make sure everything was correct.

At that moment, I vowed to buy many more knives from Kershaw. In my opinion, having high quality products is meaningless if you don't have high quality people backing them up.
 
I would have to say that Emerson is number 1 on my list. Derrek, Ernie, and Mary are some of the friendliest people it's been my pleasure to talk to. Note: I strongly recommend calling and not using email to communicate with them! Anytime I've had any sort of question about any of my knives, they've gone out of their way to help me and satisfy my curiosity.

When the Ti liner-lock on my CQC7B started to show signs of wear (3/4s of the way across the tang), I paid shipping and within 2 weeks time, had it back with new liners, new hardwear, new scales, and re-sharpened. All for just the price of shipping! What more could you ask for in a production company. Here's the great part for me, EKI allows you to take your knife apart (field strip), and they trust the ELU enough to send you parts if needed! What other company will do that (CRK excluded ;) )?
 
I have used both Benchmade's and Buck's customer service department. I can report that both companies were great!
 
I did latch drop openings with my Spyderco Spyderfly and bent the crap out of the latch retention spring. I sent an e-mail to Spyderco asking if I could get a replacement and how much it would cost. They sent me three springs, at no charge, even though I told them that I was responsible for the damage. That is good customer service!
 
CRKT
Benchmade
Spyderco

You SHOULD have asked who had the WORST customer service and let us fight over it. :D
 
You must log in or register to reply here.
Back
Top