Yet again, the innocent victim...

[ratstuph]

...of really good customer service! The story starts a few months ago ("Auto I should, auto I not?"[as some of you might remember {this pretty much leaves out those of you who recently celebrated another year's worth of exchanging oxygen for carbon dioxide by killing off your few random surviving brain cells}]) when I was debating getting either a manual or auto version of a BM Stryker.
After a great deal of thinking (anything over 60 seconds is a great deal for me [what with having the attention span of a hyperactive gnat on crack]) I chose the BM, full-sized, manual version of the Stryker--mostly because (were I ever to grow up) I want to be just like Bad-Bob. So I got a really good deal on a used one that had just one little problem. The original owner had filed the coined edges of the thumb-stud smooth (with a Dremel, I suppose) and had slightly marred the blade in a couple of spots.
While the seller had not mentioned that, he claimed he had not looked at it for a few months prior to sale and was willing to make an adjustment. I was OK with that so moved on to addressing the problems with the knife.
I got the thumb-stud off pretty easy and worked on smoothing out the mars on the blade and had some limited success--as good as I will do without a grinding wheel setup. Then I contacted BM's customer service/warranty department (Angie [the angel]) and asked about cost of a new thumb-stud. I explained that it was a second hand purchase and they/she said mail the knife to them and they would replace it free (Shazaam!).
So I did, and noted that the knife was also a bit loose compared to my newer, smaller Stryker (somewhat to be expected given the likely age of the full-sized and that it was advertised as a knife that had been used as a work-knife). The knife also was a bit dirty due to previous use and my attempts to buff the blade. I offered to pay for anything they considered "not covered by warranty."
A few days ago the knife returns to me (no charge!) with new thumb-stud, tightened way up, and cleaned up too! All this for the price of USPS shipping to BM. That's pretty dedicated customer service to me. Were I in a quandary about purchasing a BM product as compared with another manufacturer's, the quality of customer service I received would likely be a big factor for me.
Happy trails...

[BennytheBlade]

Its always great to hear about the companies that still understand what alot of us knife nuts want in customer service.

[Vagrant]

Despite the fact I was not the original owner, and I suspected it was an aftermarket replacement that broke, Tompson Center sent me a hammer spring for my Contender that arrived the next day!!!!!!!!!
[Yes I'm in the same state but I called at around 4:30 and explained the circumstances and my suspicions].
Service like this makes a very loyal customer.

[mrbigg]

that's good to hear ratz! it's good to know they stand behind their products... i'm awaiting my first ever BM's - veeerrry excited!