Search

Quality contol and customer service errors.

goosenheimer

October 15, 2014 02:37

so I seem to be having the worst luck with my latest Benchmade purchase. bare with me as I need to vent.
3 weeks ago i purchased the 275 Adamas. I received it in the mail opened it up to find out that the benchmade logo side was missing ALL of the handle screws, the g10 grips were just dangling there held only by the reverse side of the pivot screw. I was taken back and confused how this got past quality control.
So I was calm and figured we are humans these assembled by hand and errors occur.
I didn't want to take the time to mail it back and wait for a new one so I called customer service and requested the screws. Total of three screws hold the handle on. so a week later (I live on the east coast) I received the package. Open it up to only find they only sent me some replacement pocket clips. OK Another error... so I immediately call them and request the screws again, they sincerely apologized and said they would resubmit it and talk to the people to take care of it and try to rush it along. so now a week later today I get another package in the mail. expecting the screw to be in the package they were not, it was ANOTHER pocket clip.
I am a patient and forgiving person but damnit a man can only take so much.

I love benchmade but this is frustrating.

Comments

55 comments

dj

October 15, 2014 02:59
I,d have to agree with you there .......LOL
I dont know what to say ...... call-em again.
I know its not funny to you , but I find it hilarious ... sad I know , but what bad luck your having.
Iam sure they will get it right ......sooner or later.
Ive never had that kind of thing happen with BM.
I can only imagine how you must feel .......
Somebody down there at BM has there wires crossed or maybe even a loose screw .....LOL
0
skimo

October 15, 2014 23:23
Completely unacceptable customer service, Benchmade has set a standard of service that far exceeds the service you have received. It's their fault that they've set the bar so dang high.

Third time's the charm.
0
markg

October 16, 2014 03:33
On the bright side, you are pretty set with pocket clips now...
0
dj

October 16, 2014 03:46
quote:

Originally posted by Mark G.:
On the bright side, you are pretty set with pocket clips now...

LMAO
0
dj

October 16, 2014 03:47
Let us know what happens when you call again please.

I bet they feel as bad as you ........
0
thefactor

February 23, 2015 06:10
Anyone know of someone with any extra pocket clips for sale ?
Oh and im willing to trade some scale screws
0
steveevans

February 24, 2015 17:43
hi i ordered a northfolk hunt series,got the knife when i opened the box i was surprized,i don't know what kind of knife it was but it was not a north folk,so the place i bought it from contacted bm and they sent me the right knife,but not very happy,the center of the blade is way off,i think this is uncalled for in that price range,don't think i will buy another bm product.
0
thefactor

February 24, 2015 18:09
quote:

Originally posted by steve evans:
hi i ordered a northfolk hunt series,got the knife when i opened the box i was surprized,i don't know what kind of knife it was but it was not a north folk,so the place i bought it from contacted bm and they sent me the right knife,but not very happy,the center of the blade is way off,i think this is uncalled for in that price range,don't think i will buy another bm product.

That's very strange and even more unusual to get a knife from BM with the blade off centered that bad as you stated . I've bought around 7 BM knifes over the last month and the blades were all pretty much dead center . BM is known for there quailty made knifes and customer service second to none .
0
nhyer

February 24, 2015 19:06
I hear a lot about how great BM customer service is but personally I've been pretty disappointed. I sent them a message through their message system about my knife blade centering. After a week of no reply I said forget it and just sent my knife in for repair. About a week later I finally got a reply saying yeah we can fix that under warranty send it in. OK great I already sent it in. A week after tracking says the package was delivered I get an email saying they got my knife and it would be be 4 to 6 days. No big deal I know they are busy as long as my knife gets fixed I don't care how long I have to wait. About a week and a half later I get an email from UPS with a tracking number. Great now I'm getting excited my knife is finally coming home. Shipping was pretty fast took 3 days I think. Package is delivered and I open it excitedly to discover it has not been fixed it's still off centered. The only thing done was the pivot screw was tightened. That's customer service second to none alright. Still love my knife. It was a present for the birth of my daughter last year.
0
thefactor

February 24, 2015 19:21
quote:

Originally posted by nhyer:
I hear a lot about how great BM customer service is but personally I've been pretty disappointed. I sent them a message through their message system about my knife blade centering. After a week of no reply I said forget it and just sent my knife in for repair. About a week later I finally got a reply saying yeah we can fix that under warranty send it in. OK great I already sent it in. A week after tracking says the package was delivered I get an email saying they got my knife and it would be be 4 to 6 days. No big deal I know they are busy as long as my knife gets fixed I don't care how long I have to wait. About a week and a half later I get an email from UPS with a tracking number. Great now I'm getting excited my knife is finally coming home. Shipping was pretty fast took 3 days I think. Package is delivered and I open it excitedly to discover it has not been fixed it's still off centered. The only thing done was the pivot screw was tightened. That's customer service second to none alright. Still love my knife. It was a present for the birth of my daughter last year.

Wow your having some bad luck ! I would of reccomended calling them instead of sending a email but regardless have you contacted them about the new issue now ?
Again sorry to hear of your misfortunes .
0
jerry

February 25, 2015 05:20
goose, steve, and nhyer have a total of 8 posts and none have any info on their profile. I think their full of crap.
0
dj

February 25, 2015 05:29
quote:

Originally posted by Jerry:
goose, steve, and nhyer have a total of 8 posts and none have any info on their profile. I think their full of crap.

I take negativity like this with a grain of salt .....
0
thefactor

February 25, 2015 05:36
quote:

Originally posted by dj:

quote:

Originally posted by Jerry:
goose, steve, and nhyer have a total of 8 posts and none have any info on their profile. I think their full of crap.

I take negativity like this with a grain of salt .....

Im with you guys on this one , something's not right .
0
archer

February 25, 2015 06:53
quote:

Originally posted by Jerry:
goose, steve, and nhyer have a total of 8 posts and none have any info on their profile. I think their full of crap.

They might even be the same forumite.

It's not unlikely that the competition sends out "product" bashers to stir the pot, to me their claims sound delusional.
0
po

February 25, 2015 11:21
Well, I feel like we have to take their experiences at face value. These experiences are certainly rare, but I can't imagine why anyone would make them up. There are some people with nit-picky sensitivities, but I know Benchmade customer service wants to make these people happy.

A collector has the know how to fix an off-center blade, while many who just got their first $100 knife do not, especially if their experiences with knives to this point is with riveted construction.
0
nhyer

February 25, 2015 13:00
Well I don't know goose or steve but I'm not making anything up. I posted pictures in the other thread. I don't know what more info I am suppose to put in my profile. When you register with the forums you have to put in your name and address. If anyone at BM thinks I'm lying they can check. I registered my knife and I'm sure they have records of my recent repair. I'm not a collector. Still pretty new to knives. I carried a gerber paraframe for about 13 years before this one. I don't have the skills to fix my own knives. I'm not trying to bash BM just telling my experience.
0
archer

February 25, 2015 13:23
quote:

Originally posted by nhyer:
Well I don't know goose or steve but I'm not making anything up. I posted pictures in the other thread. I don't know what more info I am suppose to put in my profile. When you register with the forums you have to put in your name and address. If anyone at BM thinks I'm lying they can check. I registered my knife and I'm sure they have records of my recent repair. I'm not a collector. Still pretty new to knives. I carried a gerber paraframe for about 13 years before this one. I don't have the skills to fix my own knives. I'm not trying to bash BM just telling my experience.

Then my apologies to you.

I live over seas, far far away from BM and North America and BM customer service has been to me anyway the best I ever recieved, maybe you just had bad luck, Give BM a chance to make it right for you and I'm sure they will.
0
nhyer

February 25, 2015 13:47
Here is a copy of my service ticket for anyone else that doesn't believe me. I blocked out my name and address for obvious reasons and also the name of the guy that worked on my knife cause I'm not trying to cause problems for anyone.
0
dj

February 25, 2015 16:31
Welcome to the forum and give BM another chance .....shiz happens.
Some knives cant be fixed , but they usually give you a new knife if this happens , as long as its in production still and not discoed.
They will definitely make it right one way or the other ........fear not.
0
nhyer

February 25, 2015 18:47
I called customer service and sent them some pictures. The girl I talked to was really friendly and helpful. Just waiting to hear back if they think it is within tolerances.
0
po

February 25, 2015 20:01
My spec would be no rub, no foul.

If most of the side play has been adjusted out, and the blade rubs the handle, it's out of spec.
0
nebro

April 21, 2015 13:26
Hey guys, please see these photos of my brand new HK 14715-1:

can you see some strange lines over there? is that ok to have such random pattern on my scales? it seem to be a result of some issue with benchmade's machining. anyone encountered similar problems?
0
po

April 21, 2015 17:29
Looks like some sort of stain or flaw in the G-10. Not something I would consider a problem personally.

Try some hot soapy water?
0
thefactor

April 21, 2015 17:53
quote:

Originally posted by Po:
Looks like some sort of stain or flaw in the G-10. Not something I would consider a problem personally.

Try some hot soapy water?

Great advice and exactly what I was thinking .
0
nebro

April 21, 2015 18:38
Soapy water will not help, already tried. It is not in the structure of g10 as well. It is just a scratch made by milling machine. On the other scale the same but with different pattern. Not so notable because of pocket clip, but still.
Seems someone was drunk during the work with these scales. And another one in quality control pretended to be blind.
0
thefactor

April 21, 2015 20:56
quote:

Originally posted by Ne Bro:
Soapy water will not help, already tried. It is not in the structure of g10 as well. It is just a scratch made by milling machine. On the other scale the same but with different pattern. Not so notable because of pocket clip, but still.
Seems someone was drunk during the work with these scales. And another one in quality control pretended to be blind.

If that we're the case it's a good thing they weren't driving and maybe they were only blind in one eye
0
stormin

April 22, 2015 01:23
It seems people are finding as many flaws as possible.....if you look hard enough you will find flaws in everything. Benchmade service has been top notch to me. My advise as jaded as it is....if you find yourself looking for issues then pony up more than 200 bucks and buy a custom.
0
yishay8

April 22, 2015 02:29
After reading all this I feel the need to tell a story that provides warm fuzzies. A week ago I got my triage back for a first time sharpening/cleaning. I was so nervous sending my knife out, but the tracking and insurance made me feel better. Anyway, I got it back and they clearly replaced the glass breaker, centered the blade even though it wasn't that bad and I never asked, cleaned it well, replaced the pocket clip, and did something to the G10 because it's way grippier than before and the scratches are gone. They either cleaned them really well or replaced them cause I had some scratches on them from almost 3 years of EDC. Plus they sent me a new deep carry clip for my Griptilian. It's almost like I have a new knife! Very pleased with my experience.
0
thefactor

April 22, 2015 02:45
^^ Now that's top notch customer service . Makes me want to send a few of mine in even though they don't need it
0
thefactor

April 22, 2015 02:48
quote:

Originally posted by stormin:
It seems people are finding as many flaws as possible.....if you look hard enough you will find flaws in everything. Benchmade service has been top notch to me. My advise as jaded as it is....if you find yourself looking for issues then pony up more than 200 bucks and buy a custom.

Good points and I agree ..... Pony up !
0