Chris Reeve Knives

I apologize to the customer for believing him to be satisfied Since the finalization of the transaction, he has given us no reason to think otherwise My previous comments fully explained our warranty and what we did with the customer's knives In a situation where two knives were not safe, I believe by choosing to meet the customer half way was more than fair I have nothing further to add

Response to the Revdex.com
 
 
From:
Anne R[redacted]
Chris Reeve Knives
October 25, 2016
 
 
Please note that even though this issue was filed with the Revdex.com on April 20, 2016, notice was only received by Chris Reeve Knives on October 19,...

2016.
 
Chris Reeve Knives is known worldwide for producing high performance fixed blade and folding knives that are supported by what is widely considered the best customer service in the industry.  We offer what has become known as a “Spa Treatment”.  This no-charge service covers cleaning, sharpening, checking the function of the lock and sand blasting the handles.  However, we find some knives sent in have been modified, abused, parts have been switched out with other models, all kinds of issues that render a conventional no-charge Spa Treatment not applicable.
 
The warranty that accompanies every knife reads in part:
“This guarantee does not cover natural materials, incorrect applications, neglect or abuse.  Any modifications that are made to the knife after it has left our workshop will void this guarantee.”
 
Having been manufacturing knives for almost 30 years and, more specifically, the Sebenza since 1991, we are well aware of what is normal wear and what is abuse.  There are specific indicators on the lock face and back of the blade that indicate the knife has been repeatedly opened and closed with excessive force.  This causes the surface of the lock to break and distorts the very close tolerances in the lock/pivot area.  The security of the blade remaining locked open can be compromised which is a safety concern for us.
 
The customer sent in three knives for service.  The locks on two of these knives had been damaged beyond repair and the only way to ensure safe lockup was to replace the back handles.  The cost for this is $135 per knife.  The handles of the third knife had been modified after leaving our workshop and it was therefore out of warranty.
 
A member of our staff contacted the customer by phone and they discussed the issues.  In compromise, we agreed to charge for one of the back handles and not for the other.
 
The work we did is listed below:
·         Knife 1 – Large Sebenza 21.  We replaced the damaged back handle ($135) and, as requested, supplied a new blade ($135).
·         Knife 2 – Large Sebenza 25.  As requested, we tumbled the blade ($30), and fitted a new washers ($1.50). Besides fitting a new pocket clip ($15), we did not do any work on the handle as this is the knife that had been modified.
·         Knife 3 – Small Sebenza 21 Insingo with Micarta Inlay.  We replaced the back handle at no charge and the refurbished handle front and clip.
·         At the customer’s request, two of knives were not sharpened.  All three knives were returned to him in early June, after he had made payment of $316.50. 
 
I believe the customer was satisfied with the outcome of the service.  It is extremely important to us that our knives perform safely and effectively, and that we offer our customers the best service possible.

Complaint: [redacted]I am rejecting this response because:I was absolutely NOT satisfied with the outcome. These knives were defective from the manufacturer, if they had been "repeatedly opened with excessive force" the stop pin would have been damaged, not the lock face. This was a clear cut case of failed heat treat on the locks from the manufacturer, and they refused to honor their warranty. Besides the lock face being worn the knives were in immaculate condition, this would not be the case had they been abused. I find it insulting that they would insinuate that I am a liar and abused my knives even when I have repeatedly told them this is not the case. when I decided to invest in CRK and their products, their warranty and reputation for customer service were great factors in the decision, paying a great deal for quality once appealed to me. However after dealing with the company my views are now very different, I was left with only two options, pay them more money to fix my knives which are covered under a lifetime warranty, or be left with non functional  knives that were a danger to use, unacceptable, bordering on extortion. The only reason I was ever given for this decision was again given in mrs. R[redacted]s response, that we know what an abused knife "looks like" which is ridiculous. Though I will no longer support CRK or their products I will accept a refund on the money I was forced to pay to fix my knives.Sincerely,[redacted]

I apologize to the customer for believing him to be satisfied.  Since the finalization of the transaction, he has given us no reason to think otherwise.  My previous comments fully explained our warranty and what we did with the customer's knives.  In a situation where two knives were not safe, I believe by choosing to meet the customer half way was more than fair.   I have nothing further to add.