i recently went through a return/ replacement with them. Here is my experience.
called, waited on hold for almost 2 hours. finally got someone, was told they could not replace my knife due to it being not in stock(kiku vg-10, micarta)
was pissed, went home and was gonna order a benchmade, when my buddy called me and said there is a s35vn exact same thing on their site.
called, waited on hold an hour and a half.
asked for them to swap mine with the s35 version, after about 10 mins of back and forth and me trying to explain i already had submitted my replacement request on their website they finally found it.
then he had to get a supervisor to approve.
got an RMA
Shipped knife to them at my cost, thanks to the buffalo storm it arrived late.
got the s35 version in the mail today.
total turn around, including 3 day delay for the storm was about a week and a half. I think they overnighted the replacement too. I got the fedex notification last night around 8 and it was on my porch at 4.