Review Recent Warranty Reviews and a ZT fail.

A

anteck7

Joined
Sep 21, 2017
Messages
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First of all let me say I'm not loyal to any one brand. Nor did I create any problems where none existed. However, for better or worse I've needed to work with warranty groups. Personally, as a usable tool, I really do care about the warranty. In addition, I feel that american knife companies have a big competitive advantage in the States if they have great warranty support. It's one of the reasons why I would spend $20 more for a ZT over a Kizer with similar functionality.

Overall Grade (F), ZT Detent Rock on 0562CF
Request
Knife has detent rock when closed
Do not sharpen (had a mirror edge on it)
Process (Grade: A)
Sent in knife with warranty request form. Have setup with UPS for reduced shipping
Communication during process? (Grade: C)
None
Time to Resolve (Grade: A+)
2 weeks total from ZT getting the knife to me getting it back
Resolved? No, issue worse (Grade: F----)
Detent rock issue was not addressed
Knife was sharpened even though I requested them not to do so. It was even noted on their internal repair paperwork!
AcPTQhW.jpg


(Overall Grade: C) Benchmade - Centering issue on Doug Ritter Grip
Request
Please fix centering issue
Do not sharpen
Process (B)
Sent in knife with warranty request form.
Communication during process? (B)
1. Email from BM 4 days after they received the knife
2. Shipment notification from UPS when the knife was coming back
Time to Resolve (B)
4 weeks total from Benchmade receipt of knife to me getting it back
Resolved? Kinda (C)
Blade is now slightly less off center in other direction
Knife does not appear to have been resharpened

(Overall Grade: B) Kizer - Knife missing screw
Request
Received Kizer IFT-L that was missing a scale screw
Process (Grade: D)
Sent an email, all in all sightly confusing since the paperwork in the box pointed me to older warranty information.
Communication during process? (Grade: C)
None
Time to Resolve (Grade: C)
5 weeks from initial request
Resolved? (Grade: A)
Received parts as requested, items were shipped from China.


(Overall Grade A+) Benchmade - Parts Order for Deep Carry Clip
Request
Deep carry clip for Benchmade 940-1501
Process (Grade: A+)
Requested from very nice lady on phone who was super helpful
Communication during process? (Grade: C)
None
Time to Resolve (Grade: B+)
3 weeks from initial request
Resolved? (Grade: A+)
Received parts as requested!

(Overall Grade A+) ZT - Replacement Clip and Bearing for ZT0562
Request
Replacement clip and clip screw
Background, I had gotten the factory one hung up, I was able to bend it back, but figured this would be good quick test. Also requested a replacement pivot as I thought that could play into the detent rock...now that I've studied things a bit more, that doesn't make sense.
Process (B+)
Filled out warranty form on webpage
Communication during process? (A+)
Yes, informed me that bearing/pivot would cost $10, I paid over phone with CC
Time to Resolve (B)
3 weeks from initial request
Resolved? (A+)
Received parts as requested!
 
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Smart idea for a thread. I would love to see where this goes.

Personally, I have not had to use any warranty services, thankfully.
 
I just sent my TR-5 to Protech for an opening issue after I dropped it. Came back good as new and I also had a mirrored edge on mine and told them please do not sharpen..they did not.
Excellent turn around time. (A)

I have never used Kai's warranty service but kinda sounds hit and miss to me.
 
I was afraid that would happen. Damn. I loved the edge on that ZT.
 
Hmmm I've used a warranty quite a few times. And like you now it is a bigger factor in my buying decision than it used to be. I'm down under as well so have to live with longer timeframes due to shipping.

Emerson - Sheepdog liner lock wore all the way to the other side.

Sent it in, they fixed it all up and sent it back free of charge.

issue was resolved but for some reason there was a bigger gap at the pivot on the lock scale side than on the other.

All up took a couple of months. Didn't have any comms after the initial mail but they came through.

Strider - turd SNG
Bought an SNG which was supposedly in good nick but when it arrived it was f'd up. The pivot was half undone and all seized so you couldn't back it in or out. The g10 was also a bit ragged on the jimped sections

Emailed them, told em id pay for the fix, sent it in with 30usd and within a couple of months was back perfect with no more to pay. They had replaced all the hardware, cleaned her up and sharpened the edge.

I didn't get any correspondence after the first email even after I asked a couple more questions so I just sent it in anyway.


Benchmade - monolock scales misaligned. There is a thread in the bm section here with pics.

Cate is freaking awesome. Sent it in, they replaced everything except the blade and sent it return post via fedex to Australia!

Communications exceptional. All up took around a month and a half I think.

Medford - pivot issue on mini marauder causing the blade to rub.

Took like a month or more to convince Greg there was an issue.. mixed in with various somewhat insulting comments. bloody frustrating. If you do it make sure to fawn over him and blow up his ego... Fix only took a day but they pinged me 90$ for return shipping which I found a bit rich. Issue was fixed perfectly however the pivot hardware had been marred.

Kizer - pivot on the Escort exploded after dropping the knife and couldnt be undone.

Pretty awesome as they have an aussie warranty centre. Drilled out the old pivot slapped in a new one. Within two weeks back to me as good as new! Nothing to pay.

Fox - cracked bocote scale on terzuola model.
They too have an aussie repair centre right here in WA!!. They asked me what scale I would want to replace it with. I picked birch. They express freighted them from Italy. Within the week they told me they had arrived and to post my knife in. A week later it was back with some shiny fresh scales.

I think that is all I can remember right now. Im sure there is more.

One more

GEC - 55 houndstooth with a warped blade, curved to the left I think. Perfectly centred when closed... as the frame was curved as well!!!!!

Contacted GEC, sent it in and was sent out a replacement no questions asked and no more to pay.
 
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Wheeler80 said:
Medford :rolleyes: For what they cost he should be kissing the buyers ass not the other way around.
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Made for an interesting write up at least. Lol.

But yeh, he needs to get someone other than him or his wife to be the customer service rep... he is too emotionally invested and it lost him a repeat customer.

It should have been a no questions asked 'yep send it in and we will fix it'. If that was the case I would probably own another Medford or two by now. Instead I liquidated the ones I did own.
 
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Curious, why did multiple people request no sharpening? Is it because you had your own edge on the blade?
 
It had been sharpened by a professional halden, and when they did sharpen it back to the factory 'spec' they removed a ton of metal.
 
I must be lucky I've only ever had to send one ZT knife back for any issue and KAI not only fixed it and returned it in under two weeks but sent some extra hardware and a 10% off coupon on my next order. And I requested it not be sharpened and the copy of the work order or receipt had highlighted not to sharpen and they did not touch the edge.

Now Benchmade was like a game of cat and mouse sent and returned ... sent and returned ... after the third time I gave the knife away.
 
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I've used warranty service from only two companies. Buck & ZT. In both cases problem was resolved with about a 3 week turn around time. I also requested they not sharpen the blade on my ZT0561 and they didn't. My experience with both companies was excellent.
 
I've had warranty work done on two knives a Benchmade AFO and a Pro-Tech TR4

The Benchmade had a broken spring it took six weeks from the day it left my APO in Germany until it was back to me. It came back sharpened unevenly but fixed and as good as new.

The Pro-Tech had blade play I told them I'd taken it apart to figure out where the play was coming from it took two weeks from the time it left my APO until it was back in my box. They replaced everything but the blade and handles and no bladeplay.

I'd have no problems with buying from either company but Pro-Tech will always be first.
 
marcinek said:
Possibly it goes to GBU, which is the area to tell about your experiences (Good or Bad) with dealers, sellers, and individuals you've bought, sold, and traded with?
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I can see how you read what I typed, though I meant that I would like to see how this thread evolves and how companies treat their faulty products.
 
NJBillK said:
I can see how you read what I typed, though I meant that I would like to see how this thread evolves and how companies treat their faulty products.
Click to expand...

I know that was what you meant...:D...I would like to see the thread carried on also. A compare/contrast of different manufacturers warranty/service would be highly informative.

Its just seems to me that GBU would be the place to do it. So I appropriated your post to make one of my patented smart alecky remarks. :p
 
I've requested a deep carry clip from Benchmade twice, one for a 940 and the other for a mini grip. Took a few weeks to arrive.
I requested the little balls for my Eros from CRKT, and another time a new clip. Took a couple weeks but they sent those to me.
 
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