Kershaw customer service...call them.

MolokaiRider

MolokaiRider

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There have been some interesting posts in experiences with Kai/ZT/Kershaw customer service and warranty claims.

It seems as if there are some who have had good...some not so good.

I personally have used the online form and mailed in four knives with mixed results.

Kershaw Dividend/bent blade out of box/returned in same condition.

Kershaw Clash/asked to pay for new blade/returned with aggressive re-grind.

Kershaw carbon fiber Leek/unsafe early lockup, failure to deploy fully/returned in same condition.

Same Kershaw carbon fiber Leek/same issue/called service department this time and was told to send in with the individual’s name/was sent brand new knife in perfect working order.

Conclusion: Call them. Once I was able to have a conversation with an employee the service I received was outstanding!

I am and remain a fan of Kai products and fully support the brand. For those who have had issue with them, I recommend getting them on the phone and skip the online return process.

*Disclaimer*
This is merely my opinion and experience, and certainly not the “end all” example. I just hope to help the few who have had issues in the past.
 
My only experience w/KAI customer service was w/ZT, which was ok; not good nor awful

Needed a new clip and pivot screw for a used 0562 that I bought. Placed an "order" online for the clip which was sent to me for free w/o any communication from them whatsoever. I placed a separate order for the pivot screw online. Received a call from customer service only because they had to charge me $10 for it; received it in the mail shortly thereafter. No complaints but not stellar service either.
 
I find that is pretty much what's going to happen with customer service from any company I've dealt with.
Try online form, wait a week, call and get immediate service. I just skip to calling on everything now.
 
sgt1372 said:
My only experience w/KAI customer service was w/ZT, which was ok; not good nor awful

Needed a new clip and pivot screw for a used 0562 that I bought. Placed an "order" online for the clip which was sent to me for free w/o any communication from them whatsoever. I placed a separate order for the pivot screw online. Received a call from customer service only because they had to charge me $10 for it; received it in the mail shortly thereafter. No complaints but not stellar service either.
Click to expand...

What would have made it stellar? Getting the pivot screw for free?
 
I sent them 2 knives for sharpening, once upon a time. Both came back with decnt edges.

I asked them form some replacement clip screws. They were in my mailbox a week later, along with a replacement clip that I hadn’t requested.

I did everything online, but I didn’t have a warranty issue or anything either
 
There's only been one time I had to use customer service. Called them, explained that I screwed up the blade on a Blur and that I expect to be charged for a new blade. They directed me to the on line form. I filled it out, sent the knife back. About two weeks later, I received the Blur back with a new sterile blade at no cost to me. They even paid for return shipping.
So, I can't say anything bad about their customer service. I think it's great.
 
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Used ZT warranty three times. All were good never called just used the online forms. All three were for vertical blade play when locked. All returned within two weeks and problems solved. :thumbsup:

Have another ongoing, for detent rock when closed:( 2.5 weeks passed no knife received. Maybe I need to give the CS a call tomorrow.

EDIT: meant to update. I called and was told the ZT knife would be worked on and shipped back the coming week (would make it a total of 4 weeks, slower than before but as long as the problem is fixed, it would be fine with me. We'll see.)
 
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My experience is not so good but generally good for regular production items.Unless it is a limited edition item which is clearly flawed from the start and after being returned twice is not different.I feel that I should have been issued a credit for the full value

As for calling in about the problem knife, I did not get a satisfactory response or service.

For parts,I always do them online and they always arrive,which is good and a hassle free experience

As for sending in knives for service.As of January 1,2019 as stated on their online warranty form there I'd now a $7 charge to process and return knives for service.I also noticed Kershaw also gives the customer the option now to use UPS for shipping discount
 
Warranty & Repair Information
INFORMATION IMPORTANT: Changes to Return Shipping Policy beginning on January 1, 2019

Kershaw provides free lifetime sharpening of your Kershaw knife, free repair service, and these free replacement parts:

Handle screws
Pivot bolt set
Safety Tip-lock (for Leek, Scallion, Chive)
Pocketclip
Pocketclip screws
Torsion bar (for SpeedSafe assisted opening knives)
KVT ball bearingsWashers

However, due to increasing costs, we will begin charging a flat $7 Return Shipping & Processing Fee as of January 1, 2019.

Thank you for understanding this necessary change to our policy.
 
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Thank you Razor, I've had a decent Ken Onion Kershaw for awhile and no matter what I do I can't get it to the level of sharpness I like. I will give them a call shortly
 
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