Bad Zero Tolerance warranty care

[aVyD]

I never thought I'd have to make a bad thread against a company, but my experience with zero tolerance has been unacceptable. I sent a knife back to ZT on June 4th for warranty service. The lock-up had been worn out after only about 7 months of usage. It displayed about 90% lockup and was sticky. I also asked for it to be sharpened.
After 7 weeks of waiting, I received my knife today. I was told when I called asking for an update about 5 weeks in that I would receive an email when the knife was shipped out. I never received an email. I walked outside, and there my package was, soaked in the pouring rain. This didn't bother me anywhere as much as the wreck of a knife I received in the box, however. I think the photos attached can speak for themselves. First off, they didn't fix my lockbar problem. It's now at 100% lockup. But hey at least it's not sticky right!?
The second problem it exhibits is the disgusting chip in the blade. How does this get past the quality control of the company who's name is literally Zero Tolerance? Needless to say, I am done with ZT and will never purchase another knife from them again.
https://imgur.com/UbZqTCL
https://imgur.com/0zUGvPt
https://imgur.com/bTgZtbq

 

[JJHollowman]

Was it chipped before or after you sent it?

 

[aVyD]

Was it chipped before or after you sent it?

After. There was no chip before I sent it in.

 

[kreole]

Lockup from the pic is like 70-80% to me, with 100% meaning it's at the far edge (bottom in your pic) of the lock bar (or past). If the stick is gone, that issue seems settled IMO, unless I'm missing something (which I could be).

The chip is pretty bad though. It doesn't look to be from sharpening, could've dropped it or something. Do you have any pictures from before it went out to compare to? Might help your case dealing with them.

Not an excuse, but it seems like all the big knife brands have trouble with communication. The fact they told you you'd get an email definitely makes it worse. In comparison, I have a few Lum Tec brand watches that go in for service every so often. Print out a form, send it in with the knife, and I get an automated email from them when it's done with tracking info. Pretty nice and part of why I was willing to pay more for them. It's unfortunate big brands can't figure out how to do the same.

 

[aVyD]

Lockup from the pic is like 70-80% to me, with 100% meaning it's at the far edge (bottom in your pic) of the lock bar (or past). If the stick is gone, that issue seems settled IMO, unless I'm missing something (which I could be).

The chip is pretty bad though. It doesn't look to be from sharpening, could've dropped it or something. Do you have any pictures from before it went out to compare to? Might help your case dealing with them.

To me, lock-up is how much of the lockbar is in contact with the blade tang. In the pictures, the lockbar insert is 100% on the tang of the knife, which constitutes a 100% lockup. I could very well be wrong, but that's how I define lockup. As for the chip, you're definitely right. Looks like poor John from quality control decided to play around with it and whacked it against a table. Probably passed it on cuz he didn't want to deal with it.

 

[Danke42]

Well when a knife company feels the knife is meets their standard but the knife doesn't meet your personal standard the best thing to do is to sell it and move on.

 

[Ajack60]

Did you send the warranty form in with the knife?
If you feel the knife is at 100% lock up, then you never want to own a CRK,they believe that a later lock up is a safer knife and theirs out of the box are around 40% and that’s considered early lock up.
What was the lock up out of the box ? Typically, the lock up will move over until it settles in and stays put. That’s been my experience anyway. Of course, that’s with normal use and not flipping it ten thousand times watching TV.
Now would be a good time to learn how to sharpen your knife and not have to rely on someone else. See what happens when you do, you get back a blade with an unwanted chip in it.

 

[aVyD]

Did you send the warranty form in with the knife?
If you feel the knife is at 100% lock up, then you never want to own a CRK,they believe that a later lock up is a safer knife and theirs out of the box are around 40% and that’s considered early lock up.
What was the lock up out of the box ? Typically, the lock up will move over until it settles in and stays put. That’s been my experience anyway. Of course, that’s with normal use and not flipping it ten thousand times watching TV.
Now would be a good time to learn how to sharpen your knife and not have to rely on someone else. See what happens when you do, you get back a blade with an unwanted chip in it.

The lockup when I first got it was about 30 percent, and the lockbar wouldn't budge. It then moved to 40-50 and stayed there for a while. Now it's easy to push it even further into the tang.

 

[Ajack60]

The lockup when I first got it was about 30 percent, and the lockbar wouldn't budge. It then moved to 40-50 and stayed there for a while. Now it's easy to push it even further into the tang.

Have you tried adjusting the steel lock bar insert. I’ve heard that some will loosen up and move ever so slightly causing a later lock up.

 

[Lapedog]

To me, lock-up is how much of the lockbar is in contact with the blade tang. In the pictures, the lockbar insert is 100% on the tang of the knife, which constitutes a 100% lockup. I could very well be wrong, but that's how I define lockup. As for the chip, you're definitely right. Looks like poor John from quality control decided to play around with it and whacked it against a table. Probably passed it on cuz he didn't want to deal with it.

Lockup percentage refers to how much room is left on the blade tang lockface for the lockbar to travel over. You still have plenty of room and that is actually a fine or even perfect lockup. (There are issues with early lockups often as well) A 100% lockup means the lockbar has touched the inside of the opposite scale. The percentage refers to how much life is left in the lock as it travels over and wears in.

If the knife locks up fine without lockstick, lockslip or lockrock then don’t worry; the steel insert will keep it from wearing in much further if at all. It looks to me like they slightly shortened the lockbar insert to get the lock to stop sticking. This is likely what caused it to move over

Also almost all my knives even very expensive ones like Shirogorovs and some CRKs have lockbars where you can push them further in. This actually isn’t an issue in itself and I wouldn’t worry about it unless the lock was doing other funny things ontop of that.

As for the chip that is messed up. For the record I always say “DO NOT SHARPEN” when I send a knife in for warranty as no company has ever given me a very good edge when resharpening. If you want your knife sharpened you would be far better off sending it to one of the many professional sharpeners on

Sorry that you got your edge jacked up like that.

 

[Ulf Krogstad]

I've had plenty of zt's that the lockbar reached the other side of liner. That I would consider 100% lockup, and also had lockstick. Some 50%lockup, with lock stick. Honestly didn't mind it much tho, I'd rather have lock stick than lock slip. But I tend not to buy frame locks much anymore. Tho do like them, especially way they look. Also had problems with ZT pivots. Still very much like ZT overall tho. Many have been more than fine. But pretty sure 60% ones I had developed some lockstick or 100% lockup. But as said, better than lock slip, imo.

I would also be disappointed with that chip, but would just sharpen it out myself. If you don't have sharpening tools could see that being very upsetting. Never sent a knife into ZT so have no experience with them. Thanks for letting us know yours.

 

[Peter Hartwig]

In my experience makers will not change lockup just because an owner asks. It needs to be causing the knife to not function properly. As for the chip I would point that out to them.

 

[90grains]

Wow, sorry to hear about your experience!

Zero Tolerance Are You Listening?????

Every knife that leaves ZT should include a little slip of paper with the initials of who performed the:

1. Warranty Work
2. Sharpening
3. Quality Inspection

With a date for each one. That way when a problem like this comes up the responsible party can easily be identified and remedial training provided or ??????

The ZT Customer expects a higher level of quality from ZT, American Made Knives. And frankly deserves better quality ad Customer Service!

 

[Petunia D. Feeble]

I never thought I'd have to make a bad thread against a company, but my experience with zero tolerance has been unacceptable. I sent a knife back to ZT on June 4th for warranty service. The lock-up had been worn out after only about 7 months of usage. It displayed about 90% lockup and was sticky. I also asked for it to be sharpened.
After 7 weeks of waiting, I received my knife today. I was told when I called asking for an update about 5 weeks in that I would receive an email when the knife was shipped out. I never received an email. I walked outside, and there my package was, soaked in the pouring rain. This didn't bother me anywhere as much as the wreck of a knife I received in the box, however. I think the photos attached can speak for themselves. First off, they didn't fix my lockbar problem. It's now at 100% lockup. But hey at least it's not sticky right!?
The second problem it exhibits is the disgusting chip in the blade. How does this get past the quality control of the company who's name is literally Zero Tolerance? Needless to say, I am done with ZT and will never purchase another knife from them again.
https://imgur.com/UbZqTCL
https://imgur.com/0zUGvPt
https://imgur.com/bTgZtbq

To me, lock-up is how much of the lockbar is in contact with the blade tang. In the pictures, the lockbar insert is 100% on the tang of the knife, which constitutes a 100% lockup. I could very well be wrong, but that's how I define lockup. As for the chip, you're definitely right. Looks like poor John from quality control decided to play around with it and whacked it against a table. Probably passed it on cuz he didn't want to deal with it.

That's not 100% lockup. They're not going to function on what the phrase means "to you." 100% would have the lockbar touching the opposite scale. If there's no lock stick then that particular issue was successfully resolved.

The chip in the edge would be rather annoying. I'd make sure to bring it up with whomever you were in contact with there.

 

[Dadpool]

That's not 100% lockup. They're not going to function on what the phrase means "to you." 100% would have the lockbar touching the opposite scale. If there's no lock stick then that particular issue was successfully resolved.

The chip in the edge would be rather annoying. I'd make sure to bring it up with whomever you were in contact with there.

Agreed on all counts.

I've sent one ZT in for warranty work, and it came back with one issue fixed and the other unchanged. I sent them an email, they apologized and said they forgot to address the second issue, gave me a shipping label, and I sent it back. Came back perfect.

The chipped edge is a problem, but it's one I'm confident they'll take care of if you get in touch and explain the situation.

 

[palonej]

Call them and explain your concerns.......politely.
They’ll tighten you up.
Shit happens.

 

[aVyD]

Lockup percentage refers to how much room is left on the blade tang lockface for the lockbar to travel over. You still have plenty of room and that is actually a fine or even perfect lockup. (There are issues with early lockups often as well) A 100% lockup means the lockbar has touched the inside of the opposite scale. The percentage refers to how much life is left in the lock as it travels over and wears in.

If the knife locks up fine without lockstick, lockslip or lockrock then don’t worry; the steel insert will keep it from wearing in much further if at all. It looks to me like they slightly shortened the lockbar insert to get the lock to stop sticking. This is likely what caused it to move over

Also almost all my knives even very expensive ones like Shirogorovs and some CRKs have lockbars where you can push them further in. This actually isn’t an issue in itself and I wouldn’t worry about it unless the lock was doing other funny things ontop of that.

As for the chip that is messed up. For the record I always say “DO NOT SHARPEN” when I send a knife in for warranty as no company has ever given me a very good edge when resharpening. If you want your knife sharpened you would be far better off sending it to one of the many professional sharpeners on

Sorry that you got your edge jacked up like that.

That's not 100% lockup. They're not going to function on what the phrase means "to you." 100% would have the lockbar touching the opposite scale. If there's no lock stick then that particular issue was successfully resolved.

The chip in the edge would be rather annoying. I'd make sure to bring it up with whomever you were in contact with there.

I guess that settles my lock bar concern then. I’m new to knives, so I really appreciate y’all clearing that up for me. As for the chip, I probably will just send it to a professional sharpener here on the forums (which I am new to as well). Would anyone happen to have any suggestions?

 

[Dadpool]

I guess that settles my lock bar concern then. I’m new to knives, so I really appreciate y’all clearing that up for me. As for the chip, I probably will just send it to a professional sharpener here on the forums (which I am new to as well). Would anyone happen to have any suggestions?

I can vouch for the excellence of Petunia D. Feeble 's services, and I've heard only good things about @razor-edge-knives.

 

[palonej]

I can vouch for the excellence of Petunia D. Feeble 's services, and I've heard only good things about @razor-edge-knives.

Agreed 100%. 2 of the very best!!

 

[sharp_edge]

Agreed on all counts.

I've sent one ZT in for warranty work, and it came back with one issue fixed and the other unchanged. I sent them an email, they apologized and said they forgot to address the second issue, gave me a shipping label, and I sent it back. Came back perfect.

The chipped edge is a problem, but it's one I'm confident they'll take care of if you get in touch and explain the situation.

I sent in a knife with an off-centered blade (which is not as a big issue to me) and detent rock in closed position (which bothered me more). The knife came back with a centered blade obviously by loosening the pivot because there was too much side blade play; the detent rock seemed to be gone at first. As soon as I tightened the pivot, the blade went back to being off centered AND the detent started rocking

I have not re-contacted ZT warranty, partly because I am not confident that they can or are willing to fix the issue of detent rock. I think they would have to replace the lockbar, which might be too costly for the manufacturer to do. IDK.