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Customer service expectations
- Thread starter Jlsoip
- Start date
True. I could use a couple of screws for my PM2's after swapping the scales, but I am not even gonna attempt to find the right size myself, gonna email Spyderco about some down the line, for now it's just one screw that could use replacing, the rest I managed to get out fine. And since I messed with the knife, I will happily pay to get replacements.
NorthernSouthpaw
Gold Member
- Joined
- Feb 27, 2014
- Messages
- 1,673
You know what happened to the knife. They don't.
You feel it's personal. It isn't.
Look at it from the other side. Random guy calls CS and says "I have one of your knives and screws just fell out." How do they know you weren't messing around and lost them while taking it apart. Or maybe just looking for spare parts to sell.
Benchmade gives away clips & screws with free shipping. Check ebay and see how many "custom" or OEM clips are for sale. Having you pay for shipping is a way to help deter that type of behavior.
How are they able to tell the difference between an honest customer and someone looking to make a quick buck.
You feel it's personal. It isn't.
Look at it from the other side. Random guy calls CS and says "I have one of your knives and screws just fell out." How do they know you weren't messing around and lost them while taking it apart. Or maybe just looking for spare parts to sell.
Benchmade gives away clips & screws with free shipping. Check ebay and see how many "custom" or OEM clips are for sale. Having you pay for shipping is a way to help deter that type of behavior.
How are they able to tell the difference between an honest customer and someone looking to make a quick buck.
Which makes sense, given that they deal with higher production volume, have more capacities and infrastructure. 500+ knives are generally smaller shops in comparison. In any case it's definitely appreciated when they do it.
- Joined
- Aug 4, 2008
- Messages
- 622
Very true. I’m very impressed with the customer service from Benchmade, ZT, and Buck. Spyderco’s customer service has always left me “Meh..”
I think it’s good customer service just sending the darn screws to the customer for the cost of a stamp. That is a cheap way to build customer loyalty. Benchmade sent me at least three free clips and they were glad to do it. Made me feel appreciated. I am more likely to buy more Benchmade knives.
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Thanks for all the replies, guys!
While I agree that postage is a small price to pay for replacement parts (in this case, only $3), I think I was just more surprised to be paying it at all when my brand new and expensive knife started falling apart. As has been said, there are certainly cheaper knife companies out there that wouldn't blink to provide that kind of customer service. I tend to associate that level of CS with higher priced products, so I was wondering if I should expect differently for high end knives.
I will definitely be putting some blue loctite on this guy. Frankly, I'm surprised that it didn't come with some on the screws in the first place.
In any case, glad to have joined the forum! Seems like a pretty great resource!
as requested, here's a pic of the knife in question. Other than the screws coming loose, can't recommend it enough.
How exactly does one "make a buck" on two mismatched specialized screws?
While I agree that postage is a small price to pay for replacement parts (in this case, only $3), I think I was just more surprised to be paying it at all when my brand new and expensive knife started falling apart. As has been said, there are certainly cheaper knife companies out there that wouldn't blink to provide that kind of customer service. I tend to associate that level of CS with higher priced products, so I was wondering if I should expect differently for high end knives.
I will definitely be putting some blue loctite on this guy. Frankly, I'm surprised that it didn't come with some on the screws in the first place.
In any case, glad to have joined the forum! Seems like a pretty great resource!
as requested, here's a pic of the knife in question. Other than the screws coming loose, can't recommend it enough.
How exactly does one "make a buck" on two mismatched specialized screws?
Believe it or not Hinderer does make their own screws. The machine looks like some sort of freaking rocket and I think is 30 feet long. It is very impressive.
As to the OP. You are calling the knife new but claim to have gotten it second hand. With no knowledge of what the other person did to it before you got it. Was the clip set for tip up or tip down? I think asking for screws shipped free for a knife you bought second hand is a bit of a high expectation. While ZT, Benchmade and other high volume production companies ship screws for free, I think it is a practice that will eventually get changed, as it is constantly abused.
afishhunter
Basic Member
- Joined
- Oct 21, 2014
- Messages
- 14,470
For replacement screws, if under warranty and you are not sending the knife in for repair, I would expect them to tape the screws to a piece of card stock, stick them in an envelope, and mail it out.
Even with "postage and handling" it would still be cheaper than the hourly rate (or piece rate?) they pay the folks in the repair department to put the screws in.
Even with "postage and handling" it would still be cheaper than the hourly rate (or piece rate?) they pay the folks in the repair department to put the screws in.
- Joined
- Jan 9, 2006
- Messages
- 9,684
It's nice when a company sends me a part or parts free of charge, but not expected, just a bonus. Pay the shipping, get the screws, and use some of the Loctite Jill mentioned (blue is my preferred stuff). 
Nothing is free! Just because you get it for free does not mean it did not cost somebody something. When you call up to XYZ Knife Company and ask for a replacement screw or clip, and they send it for free, they lose money. Sure it is a nice perk to buying their knives, but it absolutely effects their bottom line. They still have to pay someone to get the part, put it in a bag, put a shipping address on it and mail it. Plus they have the cost of the screws themselves. Every company draws a line in the sand somewhere. I think saying one company is worse than the other because of what they will and want do is the difference. I don't think Hinderer or other companies mentioned in this thread got to where they are by providing crappy customer service.
Hinderer may not send you a free screw or two but what they will do is the difference. When you have a real problem and something is wrong with your knife, it is common for Rick to handle it personally. He responds directly to problems on his facebook page, sends personal emails and very often gets on the phone and talks to the customer. I will happily pay $3 for some screws to know that if real problems with my knives arise they are going to be handled in that way!
Hinderer may not send you a free screw or two but what they will do is the difference. When you have a real problem and something is wrong with your knife, it is common for Rick to handle it personally. He responds directly to problems on his facebook page, sends personal emails and very often gets on the phone and talks to the customer. I will happily pay $3 for some screws to know that if real problems with my knives arise they are going to be handled in that way!
Some companies just will not ship out parts at all you have to send your knife in ... so I don't find a problem with a company sending you replacement screws and asking you pay postage ... they don't know if the knife is new or used and abused or what happened ... but are willing to send replacement parts for a small S&H fee ... think that's fair.
In my experience all these knife companies have slightly different bussiness models. For example Benchmade has a pretty hefty price tag on their knives but should you break a pocket clip they'll send one out no charge. Spyderco on the other hand prices thier knives more reasonable and should you need a new clip one will be shipped for a modest fee. So when you get right down to the nut cuttin , when all's said and done it's a wash.