Case warranty repair

[sgilliatt]

How long does it normally take for the Case repair shop to review your warranty repair request? It has been 4 days since I emailed my request. Is this normal? Thanks, Shane

[RalphAlsip]

I believe I phoned them to initiate my request. As I recall they told me to send the knife and that is the only way they could determine a) if they could fix it; and b) would I need to pay for it. I sent the knife in and the next communication I received was my fixed knife mailed back to me 3 weeks later. They did a fabulous job on the repair. Communication could be better. For example, I would have appreciated knowing they received my knife. I would have also liked to know that my knife was on the way home.

[sgilliatt]

Thanks, Ralph. I’ll give them a few more days and then try that. I submitted a form on their website where you can include a picture of the problem.

[Mumbleypeg]

Welcome to AAPK! Seems to me the last time I emailed a request using their form, explaining what I wanted done, and attached pictures of the knife. A few days later they replied they could probably fix it (broken pearl handle covers) but needed to see it to be sure. Also said it could take up to 6 to 8 weeks for the repair depending on how much backlog of work they had when they received my knife. I mailed the knife, and about a week or so after I mailed it they sent me an estimated cost to repair. I sent the payment. About a month later I got an email saying the work was done and my repaired knife was being sent back to me. I think I received the knife the next day.

Somehow I have the impression they respond in batches, not as the requests are received. Their work was superb and the cost very reasonable. My advice is, don’t be in a hurry.

Ken

[herbva]

I sent them 2 - 3299 1/2 "railsplitters" a few months ago and am thrilled with the results. You might be able to find my orignial post by doing a search under "Case Customer Warranty Service Experience". The process was slow and I communicated with them numerous times both by phone and email. Part of this may have been due to my wanting to get the original shields back with the knives and I didn't want the accept their kind offer to send me brand new modern substitute knives instead. At the end of the day, I can't believe how good their work was and am extremely grateful. But, you do need to be patient. I think this whole process was around 3 months beginning to end. I hope this helps. Herb

[rea1eye]

I think the last time they repaired a knife for me it took about 6 weeks.
They did a very good job. Worth the wait.

Bob