Zero Tolerance service [happy ending]

powernoodle

powernoodle

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So I purchase a spendy ZT 0452 from an online vendor. Within 10 seconds of sticking it my pocket, the tip of the blade cut the heel of my hand when I reached down to extract the knife. I see quickly that the blade is too long for the scales. The tip does not stick out past the end of the scales, but is so close that any man flesh that gets near it will get cut. The tip is extremely thin and sharp.

I call ZT, and they say that this is a known issue. That "a couple" got out the door that were too long. Cool. They acknowledge the problem. No worries. I send the knife back to ZT at my cost. I was too stupid to ask them to send a shipping label, and they didn't offer. I get the knife back today, and they haven't done anything to it. Nothing. And there was no commentary appended that the knife was in spec or otherwise could not be worked on.

I can't carry this knife, and don't want to pawn it off on some poor eBay sucker. So I can either spend some more bucks - turning it into a $300 knife - and get a BF service provider to reprofile the blade, or . . . I don't know what else.

If your 0452 is awesome, then good for you. Most seem to be. But mine can't be used, and ZT did not fix it when given the opportunity. My conclusion from this experience is that ZT warranty service sucks.

I emailed them again, and will change my tune if they want to send me a shipping label and actually fix the knife. I don't think I've ever complained about warranty service from any knife maker, and I don't enjoy doing it now, but I'm just keeping it real. Thanks.
 
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Hey noodle -

Did you fill out the warranty form and explain the problem? I think it has to be a communication issue, that is whomever opened the package must not have understood what the issue was with your knife.

I hope they are able to fix your knife to your satisfaction.

best

mqqn
 
Kershaw seems to be very much hit or miss. Either they rock it, or it seems like some monkeys got into the warranty department. No idea how it varies so wildly. Maybe they flip a coin for every warranty order in, heads for good, tails for next order.
 
I had a similar issue with ZT. Called, filled out card and sent on my dime. Came back without being fixed. Called ZT and they said they could not find anything wrong. I sent it in again and it came back fixed...but with a note saying that nothing wrong was found.

But hey....ZT will send you free pocket clip!
 
For your defense, what did you write on the form you were supposed to include? Either way, they should of contacted you if they didn't understand.
 
this sounds like a misunderstanding. I just sent a knife in for a blade issue/ pivot issue..... and the employee says ill be getting back a replacement instead of a fixed knife. Sounds like excellent customer service to me!
 
Had the same issue, we are working it out. Talk to Steven first, create a number for the claim.
 
Well I said hit or miss. I got the monkeys. My 561 went in with a detent weak enough that it was barely a flipper, and it came back... With a detent even weaker than it left with. I actually would have rather they not done anything.

I should note that I called back and talked to Steven and will definitely be taken care of by him.
 
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Their warranty service is utter crap. I had a hard time sharpening my 0452 on the wicked edge due to the uneven grind, which made a crooked bevel on one side of the blade near the heel of the knife. I sent it in and paid to have the blade replaced...I personally spoke to their technician and indicated that is what I wanted done....Well they charged me the 30 dollars and sent back the original knife with the original blade and their notes say they replaced it, which they did not. This is poor customer service. Their only recourse is to have me send it back in and wait a few more weeks to make it right. This is pathetic.
 
I think it would be wise to heed these words of wisdom recently doled out from other forum members:


The internet has a way of making rare problems seem more common than they really are.
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As long as a majority of customers have had their malfunctioning knives fixed, then it's wrong to criticize the manufacturer for customer service mistakes. If a problem is uncommon, then it's not relevant to the discussion.

A couple gets repeated as a few, a few gets repeated as several, gets repeated again and next thing you know it's epidemic.
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Don't get fooled by many people chiming in with their bad experience. It's just a few isolated cases being blown out of proportion on purpose, or the same ones being repeated over and over, probably by people with an axe to grind anyway.

They must have gave your knife to a newbie.
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Forgive and forget, guys. Know your place. Hate the sinner, not the sin. If an incompetent person performed warranty service on your knife, then that's the way the cookie crumbles.

It took three trips back, for what started out as a couple of warranty issues,which lead to other things etc. I can only thank Zero Tolerance for the customer service provided to me, which is all to rare these days.
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Be thankful that ZT, even if it takes multiple returns and shipping charges, is willing to provide customer service at all. After all, are you a knifemaker? Can you fix a knife?

If you don't have something good to add, then don't talk at all.
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Self-explanatory advice here. Don't chime in unless you have something positive to say.
 
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asdf12345 said:
I think it would be wise to heed these words of wisdom recently doled out from other forum members:


"The internet has a way of making rare problems seem more common than they really are."

As long as a majority of customers have had their malfunctioning knives fixed, then it's wrong to criticize the manufacturer for customer service mistakes. If a problem is uncommon, then it's not relevant to the discussion.

"A couple gets repeated as a few, a few gets repeated as several, gets repeated again and next thing you know it's epidemic."

Don't get fooled by many people chiming in with their bad experience. It's just a few isolated cases being blown out of proportion on purpose, or the same ones being repeated over and over, probably by people with an axe to grind anyway.

"They must have gave your knife to a newbie."

Forgive and forget, guys. Know your place. Hate the sinner, not the sin. If an incompetent person performed warranty service on your knife, then that's the way the cookie crumbles.

"It took three trips back, for what started out as a couple of warranty issues,which lead to other things etc. I can only thank Zero Tolerance for the customer service provided to me, which is all to rare these days."

Be thankful that ZT, even if it takes multiple returns and shipping charges, is willing to provide customer service at all. After all, are you a knifemaker? Can you fix a knife?

"If you don't have something good to add, then don't talk at all."

Self-explanatory advice here. Don't chime in unless you have something positive to say.
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Uh, At this price point, you'd expect a resolution the first go around. They have a form to fill out, it's easy to specifically state the issue. These products aren't as intricate as say. a firearm. I'd be positive if perhaps KAI were to say, sorry we did not replace your blade, yet charged you for it. We'll go ahead and refund you the 30 dollars, send you a label to have your knife shipped back to us; and we'll replace the blade as we failed to do so initially......That would exemplify exceptional customer service. But, no. They won't even do that. Seems all they care about is the bottom line and not the customer. Otherwise, they'd pay a bit more for skilled employees, or go above and beyond for their customer. Clearly they're not doing other. I'd rather give someone else my business.
 
asdf12345 said:
heed these words of wisdom
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I did not solicit advice. I relayed my experience of buying a spendy knife that - when closed - cut me within 30 seconds of opening the box. I returned it to ZT at my cost, and they did not fix the problem. These are just benign facts, which others may wish to consider when choosing where to spend their money. I appreciate knowing which makers have superior customer service all of the time, as well as those which have it only some of the time. ZT falls into the latter camp.

This is not the end of the world. Far from it. Its definitely the kind of problem of a middle class guy with too much money to spend. But our knowledge base here at BF does not grow unless people add to it.

I acknowledge that I should have kept my mouth shut until the issue was resolved once and for all, then report my experience here. But its hard not to be a crybaby when you get a spendy knife that is out of spec, and which does not get fixed despite a reasonable effort.

I sent the knife back a second time, and ZT paid for the transit. The customer service chick was very nice, and had me make the delivery to her attention. I think she had the hots for me, as all women do, but that's beside the point. I anticipate that they will replace or shorten the blade and get it back to me in a few days. I'll report back either way. Rock on.
 
asdf12345 said:
. . .

As long as a majority of customers have had their malfunctioning knives fixed, then it's wrong to criticize the manufacturer for customer service mistakes. If a problem is uncommon, then it's not relevant to the discussion. . . .

. . .

Forgive and forget, guys. Know your place. Hate the sinner, not the sin. If an incompetent person performed warranty service on your knife, then that's the way the cookie crumbles.

Be thankful that ZT, even if it takes multiple returns and shipping charges, is willing to provide customer service at all. After all, are you a knifemaker? Can you fix a knife?

"If you don't have something good to add, then don't talk at all."

Self-explanatory advice here. Don't chime in unless you have something positive to say.
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A joke, yes? Irony?
 
Powernoodle,

My 0452 also has a blade that is too long. I am considering sending mine in as I literally cut myself with it every few days. I have carried it exclusively since I bought it because I love the knife, but the tip of my finger doesn't. I'll be interested to hear how your experience plays out. Thanks for posting this.
 
asdf12345 said:
I can assure you that the various members who offered those wise words I quoted were not being ironic and neither am I.
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In that case, I assure you that your words are neither logical nor wise. Lets try removing them from the sacred context of knives.


As long as a majority of customers for automobiles have had their malfunctioning vehicles fixed, then it's wrong to criticize the manufacturer for customer service mistakes. If a problem is uncommon, then it's not relevant to the discussion. . . .

Forgive and forget, guys. Know your place. Hate the sinner, not the sin. If an incompetent person performed warranty service on your automobile, then that's the way the cookie crumbles.

Be thankful that General Motors even if it takes multiple returns and charges, is willing to provide customer service on your vehicle at all. After all, are you a car maker? Can you fix a car at all?

If you don't have something good to add about General Motors, then don't talk at all.

Self-explanatory advice here. Don't chime in unless you have something positive to say about General Motors, lets not be bringing up defects.


No need to characterize such "wise" advice other than to say that it attempts to elevate makers of a consumer product to a position of being beyond criticism. And utterly fails to do so.
 
Thanks for the warning Powernoodle. Go easy on the CS wimmen... ;) I'll be interested to see how it pans out for you.
 
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