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Review Recent Warranty Reviews and a ZT fail.

Discussion in 'General Knife Discussion' started by anteck7, Nov 17, 2017.

  1. anteck7

    anteck7

    57
    Sep 21, 2017
    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!
    [​IMG]

    (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!
     
    Last edited: Nov 17, 2017
  2. NJBillK

    NJBillK Custom Leather and Fixed Blade modifications.

    Mar 27, 2014
    Smart idea for a thread. I would love to see where this goes.

    Personally, I have not had to use any warranty services, thankfully.
     
  3. SW-EDC

    SW-EDC Platinum Member Platinum Member

    Dec 4, 2015
    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.
     
  4. halden.doerge

    halden.doerge I'll Sharpen Your Knife Gold Member

    Aug 17, 2014
    I was afraid that would happen. Damn. I loved the edge on that ZT.
     
  5. anteck7

    anteck7

    57
    Sep 21, 2017
    Email inbound to ya.
     
  6. matt009au

    matt009au

    948
    Apr 23, 2009
    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.
     
    Last edited: Nov 18, 2017
    Lapedog likes this.
  7. Wheeler80

    Wheeler80 Gold Member Gold Member

    Nov 12, 2013
    Medford :rolleyes: For what they cost he should be kissing the buyers ass not the other way around.
     
  8. matt009au

    matt009au

    948
    Apr 23, 2009
    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.
     
    Last edited: Nov 18, 2017
    Lapedog, OilMan, Organic556 and 2 others like this.
  9. Nautique

    Nautique

    783
    May 15, 2016
    One way to insure they don't sharpen the blade is the put some masking tape on the edge & write ''Do not sharpen.''
     
    115Italian and jeepin like this.
  10. lieferung

    lieferung

    May 24, 2016
    Curious, why did multiple people request no sharpening? Is it because you had your own edge on the blade?
     
  11. anteck7

    anteck7

    57
    Sep 21, 2017
    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.
     
    Organic556 likes this.
  12. JJ_Colt45

    JJ_Colt45 Gold Member Gold Member

    Sep 11, 2014
    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.
     
    Mo2 likes this.
  13. skyhorse

    skyhorse Gold Member Gold Member

    Jan 30, 2010
    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.
     
  14. GermanyChris

    GermanyChris

    Feb 18, 2015
    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.
     
    dalefuller likes this.
  15. linuxology

    linuxology Gold Member Gold Member

    943
    Dec 31, 2010
    KAI is one of the best on warranty in my experiences. Guessing it’s YMMV. Snobs need not apply.
     
    Gideons likes this.
  16. marcinek

    marcinek

    Jan 9, 2007
    I'm not getting that part. What are you trying to say?
     
  17. marcinek

    marcinek

    Jan 9, 2007
    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?
     
    115Italian, palonej and NJBillK like this.
  18. NJBillK

    NJBillK Custom Leather and Fixed Blade modifications.

    Mar 27, 2014
    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.
     
    marcinek likes this.
  19. marcinek

    marcinek

    Jan 9, 2007
    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
     
    Lapedog, NJBillK, palonej and 3 others like this.
  20. dynamicmoves

    dynamicmoves

    Jan 6, 2011
    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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