Buck Customer Service???

T

Thomagg

Joined
Sep 1, 2021
Messages
6
I purchased one of the stealth run 501s, and the blade was so loose it was rattling around bouncing off the liners. I contacted Buck CS and they just sent me a warranty return slip and shipping label, no other correspondence. I sent it in and haven’t heard a word back, this was around the end of August or first part of September. I know it was received because I checked the tracking.
I’ve tried contacting by email multiple times and get no response, and tried calling and just get a voicemail. Is this normal for Buck? I’ve dealt with customer service with multiple other companies and they have been responsive, updated me with information and potential timeframes, and a pleasure to work with. If someone would have at least communicated a potential timeframe I would be fine with this. If I knew this was going take over 3 months and still not be resolved with no communication, I would have just returned the knife and washed my hands of the whole thing.
Is this amount of time normal for a Buck warranty claim? Does anyone know of someone I can contact to look into this for me?
 
I've called them twice and both times was helped instantly by a friendly human being who resolved my issue on the spot. Once was for warranty and the other time was for a custom shop order. You are trying to reach them between Thanksgiving and Chaunaka/ Christmas, which is probably the worst possible time to do so. They are busy filling promised orders and getting packages out. (Edit: as well as their normal day to day business)

If I were you I'd just go to their website, print out the warranty paperwork and mail the knife back. Your issue will get resolved one way or another. They may just send you a new knife or they may put the one you purchases through the warranty process... not making excuses for buck. I'm a bit upset myself that cocobolo 105s have been sold out for what seems like the past 6 most. Wanted to grab the wife one to put in her stocking... I'm just telling you what I believe to be facts.
 
I had a 309 with a missing shield, I called, talked to a nice young lady and the shield was mailed out within 24 hours, no charge. Hard to fathom the difference in response from my relatively minor problem to yours. See if you can get Sylvia on the line, she makes things happen.
 
I have never had a problem calling in (800-326-2825) and selecting either warranty/repairs (press 2), customer service (press 1) and speaking to a real person at the factory and having my problem resolved quickly. Nothing but the highest praise for Buck customer service / employees!!!
 
The people are definitely nice and helpful...but some things seem to slip through the cracks. I've been waiting for a custom shop 501 to get returned to me after going back twice....yup, twice. I would have thought it might have gotten expedited for having issues and being from the CS and all, but it's been a while now. Would have been nice to hear something but it is what it is. That's probably the last new knife I'm going to buy from them. I hope you have a better experience than I did, at least in this situation....
 
Thomagg said:
I purchased one of the stealth run 501s, and the blade was so loose it was rattling around bouncing off the liners. I contacted Buck CS and they just sent me a warranty return slip and shipping label, no other correspondence. I sent it in and haven’t heard a word back, this was around the end of August or first part of September. I know it was received because I checked the tracking.
I’ve tried contacting by email multiple times and get no response, and tried calling and just get a voicemail. Is this normal for Buck? I’ve dealt with customer service with multiple other companies and they have been responsive, updated me with information and potential timeframes, and a pleasure to work with. If someone would have at least communicated a potential timeframe I would be fine with this. If I knew this was going take over 3 months and still not be resolved with no communication, I would have just returned the knife and washed my hands of the whole thing.
Is this amount of time normal for a Buck warranty claim? Does anyone know of someone I can contact to look into this for
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I will take a closer look today, please send me over your info and I will check in with CS.
 
Update: I got a call back the day I posted this, and the lady I spoke with, forgot her name unfortunately, was very helpful and extremely concerned. I got my knife back the other day. Based on the shipping details it was located and sent out the day that I called. Thanks!
 
Thomagg said:
Update: I got a call back the day I posted this, and the lady I spoke with, forgot her name unfortunately, was very helpful and extremely concerned. I got my knife back the other day. Based on the shipping details it was located and sent out the day that I called. Thanks!
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Great to know. The Customer Service keeps many of us coming back. At a time when there are many options, this is a differentiator for me...
 
iball said:
Yet another reason why I like Buck Knives. And I blame you *all* for my new, sudden Buck knife addiction.
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Sure. Sure. We just forced you to join BF and hang out with all us crazy people/addicts. Hi. My name is Tim and I'm a knifeaholic. Oh, I have another Buck inbound also. I could blame you, but you haven't made enough posts to properly enable anyone yet. You'll need to work on that. ;) I really hope I don't like the December BOTM. I already spent too much this month. 🤣

Edit: I should also mention something pertinent to this thread, customer service. It's like the book Cluetrain Manifesto stated long ago. Customers will have conversations about a product and the company. It is vastly superior when the company makes itself a part of these conversations. I applaud Buck (and the other BF manufacturers) for doing this. 👏
 
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I've been a fan of Bucks for decades going back to my first, a 110 in 1974. I love that they're here in Idaho now and out of that sewer of a state both of us once resided in.
 
I purchased a 2024 Legacy Collection Limited Edition Buck 084 BuckMaster 2.0 Combat Dive Knife. I called the Warranty Department and asked if I could have the false edge sharpened on the knife. They stated "Yes" and explained what I should do to mail it to them to have this done. I paid USPS $24.98 to have it shipped "insured" as it is a $800 knife. Once it was received by the Warranty Department @ Buck, I was informed that it was Illegal to have the false edge sharpened in the state of Idaho and they could not do it. I stated I would need to be reimbursed for my shipping. I emailed the receipt half of the shipping label USPS created when I printed it out, not once, not twice, but three times as they kept stating the needed it. I looked into the knife laws of Idaho and could find nothing prohibiting Buck from sharpening the false edge of my knife in Idaho or my state. I asked several times for Buck to provide the legal information and NEVER got a response. I received my knife back and the Warranty Department at Buck did a terrible job of packing my knife, and it bounced around in the box causing damage to the box and to the knife anchor. I took pictures of the damage and asked for a replacement box as the $800 knife is a collector knife I planed on keeping in mint condition. I was told they would send a new one. I again received an email stating they needed the receipt for the shipping as the receipt half of the USPS shipping label apparently is not good enough. I took a screen shot of my bank statement and am waiting to see if it is executable. As of now, I want nothing to do with any new Buck knives. My original very early BuckMaster 184 knife served me well in my 25 years in the Army. I hope no one has a similar experience.

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Something like that I would just do it myself.

I sorta doubt the person that initially told you that was aware of any and all legal aspects of sharpening that edge.
Run-arounds are never fun, but I fully understand Buck's position on this. There's a lawyer behind every tree just waiting to take on cases like this in the event something happened....with or without any stated paperwork allowing or disallowing the sharpening of that edge.

If I was in charge, I wouldn't do it either.
✌
 
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OPSEC-C-C said:
I purchased a 2024 Legacy Collection Limited Edition Buck 084 BuckMaster 2.0 Combat Dive Knife. I called the Warranty Department and asked if I could have the false edge sharpened on the knife. They stated "Yes" and explained what I should do to mail it to them to have this done. I paid USPS $24.98 to have it shipped "insured" as it is a $800 knife. Once it was received by the Warranty Department @ Buck, I was informed that it was Illegal to have the false edge sharpened in the state of Idaho and they could not do it. I stated I would need to be reimbursed for my shipping. I emailed the receipt half of the shipping label USPS created when I printed it out, not once, not twice, but three times as they kept stating the needed it. I looked into the knife laws of Idaho and could find nothing prohibiting Buck from sharpening the false edge of my knife in Idaho or my state. I asked several times for Buck to provide the legal information and NEVER got a response. I received my knife back and the Warranty Department at Buck did a terrible job of packing my knife, and it bounced around in the box causing damage to the box and to the knife anchor. I took pictures of the damage and asked for a replacement box as the $800 knife is a collector knife I planed on keeping in mint condition. I was told they would send a new one. I again received an email stating they needed the receipt for the shipping as the receipt half of the USPS shipping label apparently is not good enough. I took a screen shot of my bank statement and am waiting to see if it is executable. As of now, I want nothing to do with any new Buck knives. My original very early BuckMaster 184 knife served me well in my 25 years in the Army. I hope no one has a similar experience.

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I apologize about confusion. The woman helping you was not aware of most states laws against "dirks and daggers". I spoke to here when your knife arrived back to the factory to let her know that is not something we offer. It looks like we are getting a re-imbursement check and should be in the mail at the end of this week or early next week. I also checked in and we are sending you out a replacement box. Again I apologize about the back and forth, we are human and make mistakes but we will always try and make it right. Please reach out to me if you have not received either of those by the end of next week.
 
We are not talking about making children toys here. Cold Steel, SOG, and many other major knife companies currently make large dirks and daggers. What a shame.
 
OPSEC-C-C said:
We are not talking about making children toys here. Cold Steel, SOG, and many other major knife companies currently make large dirks and daggers. What a shame.
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And those companies who import ( but do not personally manufacture in an American factory) double edged knives bare the responsibility of making sure they're not selling them in places where they aren't legal, which Buck has the right to not want to deal with.
Yes it would have been great if the representative you talked to had known this wasn't an available service , but Buck is taking care of you and you should try to be be understanding/ reasonable here.

Btw if your knife is supposed to be a collectable that you were intending to keep in mint condition, why were you trying to send it in for modification which would mean it's no longer in mint condition ?
You wouldn't get any sort of certificate of authenticity...etc and I suppose you'd just have to save the work / repair receipt to prove it was done by Buck at the factory.
I'd still think it would no longer be considered mint condition if you tried to sell it in the future, because it was modified from factory condition after you bought it.
 
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