Buck Customer Service Disappointment

[shotgunjoel]

Last summer I bought a Buck Vantage Pro online from Walmart (not a WM fan, but the price was good, and no shipping for instore pickup). First off, I had some moderate blade-centering issues, but it wasn't actually rubbing the liner at this point. After carrying it for a couple of months, the pivot became a bit stiff and rough to the point that I had to snap my wrist to open it using the flipper. When I first got the knife, I could easily open it with the flipper with my hand not moving. The blade was also starting to rub on the liner. I kept putting off sending the knife back because I still really liked it and didn't want to be without it while it would be away. Finally a little over a month ago I sent it back to Buck. I was a little annoyed by the fact that there was no way for me to call them and talk to a rep, but I figured that it kept costs down without compromising product quality. So anyway I shipped it off and didn't hear from Buck for over a month.

At the beginning of this last week I emailed them and they replied that it had been shipped and was in transit. I was kind of annoyed at the month+ wait, but whatever, not a big issue. When I got the knife back I was annoyed. They had fixed the centering issues by tightening up the pivot, which made it extremely difficult to open, especially with the flipper. Now from what I have read online at knife forums the proper way to fix the centering issues is to resquare the frame essentially. Also, the pivot still felt rough, and if anything was worse. I was glad however that they had done a free sharpening (I had requested it in my letter, but forgot to enclose the check). In the box was a 25% off coupon for their web store which I thought was funny. I bought my knife from Walmart for $50, and Buck listed it for $95. Even with 25% off they would still be ripping me off by buying direct from them.

Has anybody else had issues with Buck's repairs? Am I just being unreasonable?

 

[Squatting Bear]

I haven't, as I'm lucky enough to live 20 minutes from AG Russle's store. I've always had a lot of luck returning things to walmart, even without a receipt. Never had to return an item they didn't stock in-store though. Sounds like you still don't have the new knife you should.

 

[ArfinGreebly]

Call?

I was a little annoyed by the fact that there was no way for me to call them and talk to a rep, but I figured that it kept costs down without compromising product quality. So anyway I shipped it off and didn't hear from Buck for over a month.

No way to call them?

Well, let's start with their phone numbers:

208-262-0500 (main reception)
208-262-0562 (either CS or their little store).​

I live about 15 minutes from the Buck factory. I've given them a couple knives to fix or sharpen, and have always been pleased with the results (of course, I can just drive over to drop off and pick up).

I would call them. Talk to the CS gal. She's normally quite helpful.

It's not like them to do shoddy work or take weird shortcuts.

If you continue to have problems, let me know, and I will get a specific name and phone number for you.

I have a Vantage Avid. We've been very happy together.

They sharpened and polished my vintage 301 Stockman (one of my favorites now), they replaced my Sirius 298. I had sent it in for a repair. It was one of my signed blades. They elected to replace the knife, had Chuck and C.J. Buck sign the new one, and sent that back to me. I walked in with a friend's 112 Ranger that was all beat up and badly in need of sharpening. They verified that there was no romantic attachment (I called him and asked) and they just handed me a new one right there.

So, for me, it's been good news the whole way. I know a couple of the staff over there, so I'm sure I can nail down someone for you to call if it comes to that. They have a strong interest in making sure their customers are happy.

In a competitive business like theirs, they kinda have to.

 

[shotgunjoel]

No way to call them?

Well, let's start with their phone numbers:

208-262-0500 (main reception)
208-262-0562 (either CS or their little store).

I'll try those numbers. When I went to their site I used the "Warranty: (800) 215-2825, ext. 2" number which was just an autophone telling me to enclose a letter with the knife when I sent it in. That's what I meant when I said that there wasn't a good way to call them. Thanks for the help.