This happened a few years back, during the famous UPS strike. I sent a Police model back to Spyderco. It had a fairly loose pivot. I called to see how much repair would be as it was my fault, I thought. The CS rep (I wish I remembered his name) told me that what I did should not have caused a problem, and to please send the knife ASAP. Well, they fixed it (I wanted this one fixed, not replaced, as it was engraved with my initials, a gift from my wife). They shipped it out USPS. The mail lost it. Spyderco said, "we are sorry your knife was lost, we will replace it". A few days later the replacement showed up. About a month later, my original showed up as well. I called Spyderco to tell them my knife was found and that I would pay for the new one they sent, or return it. Spydercos response to that was, "Richard, you went through enough trouble with the original being lost in the first place, please keep the new one with our compliments." Spyderco was not even at fault, yet they were most concerned with making sure I was satisfied. Just wanted to throw that in. Its easy to complain about bad service, but all to rare to relate great service. I have been, and always will be a big Spydee fan.