Praise for Kershaw customer service

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cc-hangfire

cc-hangfire

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I just want to give a brief shout out for Kershaw customer service. My Kershaw Leek folding knife had a blade break failure at the location of the thumb stud. Followed their online instruction, I sent a check for $10 for a new blade + $7 for shipping and handling. When they returned my knife with the new blade, they also returned my check.

When I looked at the blade break (it’s final snap was from very, very slight pressure while opening a thin cardboard box), there was an old crack face from the thumb stud to the back of the blade. The rest of the cracked face (thumb stud to cutting edge) was a fresh, non-oxidized break. I didn’t mention this to Kershaw since $17 isn’t a lot of $, and I couldn’t prove that I hadn’t abused the blade.

And so I greatly appreciate someone at Kershaw looking at the broken blade and observing the same thing I saw, and for Kershaw covering both blade and shipping costs! Thanks Kershaw!!
 

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Great to hear these CS stories. Far to many feel shafted by some companies in their "warranty" process. That and your testament of how you were treated promotes more buyers of their products. :thumbup:
 
Glad you had a good experience, I had less than stellar experience a few years ago, couldn't even get any responses from multiple platforms of contact. Hopefully that means they're stepping it up. I personally stopped buying them after a failure.
 
I have always had good luck with Kershaw. I suspect that they go through changes as the old guard retires and the new people come on board, just as with most other organizations. They have provided an amazing array of designs, a broad spectrum of price and quality, and they continue to offer excellent value.
 
Good to hear. I carry a leek every day and use it for everything. Very nice knives for the price point and if I lose one I wont cry to much. I left one laying on the bumper of my Jeep in a pasture once and could not find it. Found it a year or so later and cleaned it up no problem.
 
When I break a Kershaw or a Gerber, I just pack them in a box with my return info and send them in. No explanation or reason for the break. I’ve never sent in a dime. My mindset is if they want to replace it, fine. If not, oh well.

I’ve always gotten a serviceable knife back.

I can’t tell you how Buck Knives customer service is, since I’ve never broken a Buck! If you knew how I use knives, you’d know what that says!
 
JDeere said:
Good to hear. I carry a leek every day and use it for everything. Very nice knives for the price point and if I lose one I wont cry to much. I left one laying on the bumper of my Jeep in a pasture once and could not find it. Found it a year or so later and cleaned it up no problem.
Click to expand...
I left one in a well water line ditch in Sparta nj, right next to the foundation. I put it down as I was drilling the water line hole, got called on a service call so are group split up. Trench was filled by time I got back and Immediately knew where my were my leek was.
 
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Cool. I bought a lot of knives that included a chive. It was missing the pocket clip and safety. I contacted them and promptly received the parts needed.
 
A blade break from the thumb stud to the spine is not unheard of from Kershaw. I've personally had 2 knockouts with it. It come from press fitting the thumb stud into the blade, and whether it is tolerance stacking or a bad heat treat I don't know.

Kershaw replaced the first knockout blade for me. My other one has an elmax blade and I don't know what steel they would replace it with.
 
Hmm,bought a new Kershaw thinking lifetime warranty,made in USA.

Blade cracked right at the thumb button location within a MONTH! Contacted them..... they told me to pound sand. Y'all can keep'm..... just sayin.
 
It was a Ken Onion design,I bought it at a gunshow so,didn't really know how(or not interested) to contact the seller.

So,just short of scathing,wrote a letter to Kershaw explaining in EXACTING,pendantic detail how it cracked.

Had bought it as a "shop knife" for our cabinet/furniture shop. To be used as a marking or scribing knife. To say we have sharpening capabilities is a bit of an understatement. We can "grind" knives from raw stock. And would be hard pressed to carry all our stones,from water to carbide,in a 5g bucket. I started working for myself in the mid 1970's.

Believe what you want..... they said tough,better luck next time. Still got it somewhere? You want to buy it?
 
I started to Tig it(we have full process/s welding capability)...... and then just said screw it.

Started looking online and found a BUNCH of these had cracked or broken in two. They also said to send it in,pay $ to get it fixed. Don't know about you but,a lifetime guarantee sorta,you know.... indicates the repair is on them.

For them,and anyone to insinuate I somehow "messed it up" is uhhhh,laughable considering we make our LIVING sharpening/grinding shaper and planer knives. To the point,that would say our capabilities in this area are probably ahead of Kershaw...... well,at least from a balancing standpoint,if not machine shop?
 
OK,try reading that again. I posted that I was going to and then said screw it.... meaning no,it wasn't welded.

Sorry for the confusion.
 
I am not making excuses for Kershaw. The knife should not have cracked, and I am sure you took good care of it. Just wondering if you bought it used at the gun show, and that may have been the basis for denial of warranty coverage?
 
Brand new,in box.

What's so sad is;

Imagine a "working knife" that's only job is to mark a scribe line in a professional mill shop. It's not like it's going out in the field digging holes in the dirt. Just can NOT think of an easier "life" for a knife?

They chose either;

The wrong steel,or somewhere in their process/production they caused a stress riser? I get that a company makes mistakes...doh. You can't be in business and not. But when you read on the web how many broke ... well,they chose the low rd with me and denied warranty. If that sounds like I'm a "hater"..... well shucks.
 
Send it to me or sell it to me and I'll try sending it to Kershaw and see what happens.

I'll post from the time it leaves my hands until I receive it back. I've used their CS before and didn't have any issues.

I would like to see what would happen if I just sent it w/o contacting them. If you're up for it, PM me and I'll send you my contact info.

Mk-211
 
Yeah, that's what I want to do. Place it in an envelope, send it in and see what they send back.

I will update the thread as it goes, I'll post pics so everyone will see what I send and get back.

BWS, let me know what you want to do.
 
Reminds me of some of the hassles I hear about with Lowes and Craftsman hand tools. Same can be said for Husky and Home Depot tool warranty claims. All depends who one talks to in the CS dept/store.
 
Sent a PM to Mk-211. Found the knife.

The "break"(cracked blade) is actually much worse than I had remembered. And can see why Tigging it made sense(WHICH I DIDN'T DO)...... The crack is long enough that it would be very easy to add some 308/9 filler,then belt grind it down. Believe me,this is a minor weld job compared to what we usually are faced with,from a process engineering strategy.
 
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