Zero Tolerance service [happy ending]

asdf12345 said:
I think it would be wise to heed these words of wisdom recently doled out from other forum members:




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.



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.



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?



Self-explanatory advice here. Don't chime in unless you have something positive to say.
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Forums are meant to be places of discussion and sharing of information. Warranty service is a part of that. People who get hurt feelings every time someone relates an experience "criticizing" their favorite company need to grow up or get thicker skin or take a step back away from the computer. This is a KNIFE forum. They aren't magical objects. Manufacturing companies aren't infallible. If a company is putting out poor products or performing poor warranty service that is something that people should share.

The OP saw a problem with the knife, sent it in per the company's instructions, and got it back BEFORE making this thread. Everyone whines and cries when someone unboxes a knife and makes a thread detailing problems on a brand new knife. "Send it in first to get fixed!!!!" they cry. How many times does a person have to send in a knife for warranty service before it's ok to make a thread? Some people take this hobby way too personally.
 
Fanglekai said:
Forums are meant to be places of discussion and sharing of information. Warranty service is a part of that. People who get hurt feelings every time someone relates an experience "criticizing" their favorite company need to grow up or get thicker skin or take a step back away from the computer. This is a KNIFE forum. They aren't magical objects. Manufacturing companies aren't infallible. If a company is putting out poor products or performing poor warranty service that is something that people should share.

The OP saw a problem with the knife, sent it in per the company's instructions, and got it back BEFORE making this thread. Everyone whines and cries when someone unboxes a knife and makes a thread detailing problems on a brand new knife. "Send it in first to get fixed!!!!" they cry. How many times does a person have to send in a knife for warranty service before it's ok to make a thread? Some people take this hobby way too personally.
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I fully agree with this bolded comments, it's the truth. Every company releases a steamer once in a while, it's how it gets handled that matters. It's also important to make sure to frame comments in such a way as to not be antagonistic, insulting, or otherwise leaving troll bait. Luckily this wasn't necessarily the case here with the former or the latter. The forums in general must remain civil, agree to disagree if need be. If civility is lost, people will find themselves looking for a new place to hang their hat.
 
I've sent two ZT knives in for sharpening and they both came back in what I would consider unsellable condition. I didn't bother complaining, but I won't do that again. Free sharpening isn't worth ruining a blade.

I used to be a big ZT fan, but after buying 30 or so of their knives, I think there are better knives out there for the money, and they're supported by companies I'd much rather deal with.

Fanglekai said:
Forums are meant to be places of discussion and sharing of information. Warranty service is a part of that. People who get hurt feelings every time someone relates an experience "criticizing" their favorite company need to grow up or get thicker skin or take a step back away from the computer. This is a KNIFE forum. They aren't magical objects. Manufacturing companies aren't infallible. If a company is putting out poor products or performing poor warranty service that is something that people should share.

The OP saw a problem with the knife, sent it in per the company's instructions, and got it back BEFORE making this thread. Everyone whines and cries when someone unboxes a knife and makes a thread detailing problems on a brand new knife. "Send it in first to get fixed!!!!" they cry. How many times does a person have to send in a knife for warranty service before it's ok to make a thread? Some people take this hobby way too personally.
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+1

Sometimes I have to wonder if the whiners are whining because they're trying to sell one of whatever it is being talked about.
 
I had gotten a new 0801 in December, nice knife...but had a couple of issues.
I sent it back at my expense, with the warranty form filled out, when it got back
it was so tight it could hardly be opened, it required both hands, amazing ANYONE would say...here, your knife is fixed!
Snow in cs was helpfull but the knife went back three times (the 2nd and 3rd trip at their expense)
Finally it came back well set up and pretty sweet, although the detent was in need of a couple drops of lube.
I would guess, they have people that have little training, aren't knife aficionado's and perhaps dont give a shit
on some days, doing their warranty repairs.
I would think it would be-hove KAI to properly train some tech's, but I understand good employee's are hard to find.
In the end it took 3 trips, 8 or so weeks and a few phone calls, I've got a sweet knife and I'll still buy ZT.
 
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Just an update here. ZT warranty guy left a voice mail saying that he received the knife, would take care of the problem and call me when it was ready to ship. So A+ on that.
 
powernoodle said:
Just an update here. ZT warranty guy left a voice mail saying that he received the knife, would take care of the problem and call me when it was ready to ship. So A+ on that.
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Very nice, hope it won't take more trips back like some other members' knives have needed. But if more trips are necessary, then hey, the more the merrier.
 
They called me again today, and said the repair was complete. CS chick said she tried to poke her finger on the closed blade and couldn't. So that's another A+.
 
I had the same experience. Knives come back without any sign of attention (2 out of 3). The thing that bothers me the most is the lack of even one sentence of repair summary. It makes me wonder if a technician even looked at it let alone attempted a repair, cleaning, sharpening, etc. Luckily, the original factory craftsmanship is top notch (most of the time).
 
powernoodle said:
They called me again today, and said the repair was complete. CS chick said she tried to poke her finger on the closed blade and couldn't. So that's another A+.
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Well, she did have the hots for you, so I figured she would fondle your knife before she shipped it out.

Glad they are taking good care of you, you middle classed man with first world problems. Loved that comment.

Carry on, sir.

best

mqqn
 
I very recently, sold a lightly used ZT 0350BW to, BF member, 1950jcb. The morning that I was packing this up (to ship out), I noticed that one of the pocket clip screws appeared to be slightly stripped. I called ZT customer service, & spoke with this really cool guy, & explained the situation. He told me that he would ship 2 new screws to the buyer's address, up in Washington. I was contacted by the buyer early this morning (approximately 4 days after my request), & here is his email message:

"I don't know what you told the factory rep-- I got an envelope from them today-- they sent 4 screws and 2 clips."

This is the awesome type of customer service, that I've come to expect, & appreciate, from ZT/Kai customer service.

Thank you, Zero Tolerance, for the awesome knives that you make, & the exceptional customer service/warranty, that you provide along with your awesome products!


QUOTE=mqqn;14723920]Well, she did have the hots for you, so I figured she would fondle your knife before she shipped it out.

Glad they are taking good care of you, you middle classed man with first world problems. Loved that comment.

Carry on, sir.

best

mqqn[/QUOTE]

^^^ :thumbup: :thumbup:
 
Esav Benyamin said:
asdf12345, we have other forums better suited to your trolling.
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Thank you for that Esav. It saves the rest of us detracting from the topic and getting ourselves in trouble while doing so.

And glad the noodle is on track to get his knife back and we will need pics when it arrives. Curious to see what they did.
 
I have always heard that a customer is much more likely to complain than to give positive feedback. It makes me wonder how many happy ZT customers are out there and have not bothered to post comments about their great experience. With that in mind, I will add my $.02 and say that ZT has been REALLY good to me. They have come through for me big-time, and I will continue to buy from them both for their product and for the way they have treated me after the sale.

I am not trying to minimize the OPs issue. You have a valid complaint and I hope you get your issue resolved. I am only posting here to provide a different perspective.
 
Esav Benyamin said:
asdf12345, we have other forums better suited to your trolling.
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I'm being serious here... the prolonged communication and repeated shipping would have been a great opportunity to get to know the customer service people better. After all, what's a few extra dollars between friends?

I have always heard that a customer is much more likely to complain than to give positive feedback. It makes me wonder how many happy ZT customers are out there and have not bothered to post comments about their great experience. With that in mind, I will add my $.02 and say that ZT has been REALLY good to me. They have come through for me big-time, and I will continue to buy from them both for their product and for the way they have treated me after the sale.
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This is the right attitude. Just because others are having problems, that doesn't take away from the fact that yes, there are happy customers out there. One good deed deserves another in turn; specifically, that we forgive customer service mistakes on account of all the times that they didn't make mistakes.
 
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asdf12345 said:
I'm being serious here...
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We've got a lot of young people here, few of them are naive enough to believe this. I'm not so young, I know what it means when someone walks up to me and grins in my face. Personally, I shrug you off like a bug. But when you mess with the thread, I consider my options in shutting you down. I'm being serious here, and you are not listening.

This is FEEDBACK, not Whine & Cheese. It is not a place for the class clown to perform. It is a space to share questions and problems, and bystanders are welcome to help, but not to distract.
 
Well guys and chicks, here's the end of my story.

I received the 0452CF today via UPS today after its second trip to Zero Tolerance, and they restored it to perfection. I cannot now touch the closed blade even if I try to do so, which is the way it should be. There is zero chance of accidentally cutting myself on the closed blade. The blade has the same serial number, so I assume that they reground the blade rather than replacing it, but it looks perfect. The grind is even and spot on. The blade just shorter than it was when I first received it. I'm guessing 0.20", but its hard to say.

ZT is also giving me 50% off MSPR on any knife in stock at Zero Tolerance. This is a very swell thing for them to do, and half off MSRP beats the street price I would pay on any ZT, so that's a pretty cool. That could be an 0900 for $120 instead of the $190 street price.

So here's what I've learned. When something goes sideways - which in this case was me buying a spendy knife with a defect, and then getting no love the first time I returned the knife to ZT - it is best to cool my jets and let everything play out before running my big mouth on Bladeforums. Zero Tolerance turned a frowny face experience into a very good one by resolving my issue (albeit after two attempts) and giving me a discount on my next ZT.

So this is a happy ending. Pic to follow in the next couple of days in the "what are you carrying" thread.

Thanks.
 
powernoodle said:
Well guys and chicks, here's the end of my story.

I received the 0452CF today via UPS today after its second trip to Zero Tolerance, and they restored it to perfection. I cannot now touch the closed blade even if I try to do so, which is the way it should be. There is zero chance of accidentally cutting myself on the closed blade. The blade has the same serial number, so I assume that they reground the blade rather than replacing it, but it looks perfect. The grind is even and spot on. The blade just shorter than it was when I first received it. I'm guessing 0.20", but its hard to say.

ZT is also giving me 50% off MSPR on any knife in stock at Zero Tolerance. This is a very swell thing for them to do, and half off MSRP beats the street price I would pay on any ZT, so that's a pretty cool. That could be an 0900 for $120 instead of the $190 street price.

So here's what I've learned. When something goes sideways - which in this case was me buying a spendy knife with a defect, and then getting no love the first time I returned the knife to ZT - it is best to cool my jets and let everything play out before running my big mouth on Bladeforums. Zero Tolerance turned a frowny face experience into a very good one by resolving my issue (albeit after two attempts) and giving me a discount on my next ZT.

So this is a happy ending. Pic to follow in the next couple of days in the "what are you carrying" thread.

Thanks.
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I have generally heard good things about ZT's customer service so it's great to hear that they not only got you sorted out but also gave you a little something extra for your trouble. My one experience with ZT customer service was asking for a new clip to replace one I sprung on an armchair. They sent me one free of charge within a few days. I was happy and impressed.

Another well-respected knife company (Spyderco) insisted I send a knife in for them to replace the clip. Not as helpful.
 
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