Disappointing Customer Service Refusal Due to Mod

[toocool006]

I called into CRK today to see if I could get my modded small seb 21 serviced (I had the blade modded with a spydiehole). Somehow during cleaning I managed to slightly dent one of the washers. No big deal, I thought, CRK has all their parts available for sale on the web store. Unfortunately, as I learned, they do not sell washer sets on their site. I called in to ask about the situation, and the customer rep (who was very friendly and helpful) told me that washer sets cannot be purchased, the knife will need to be sent in for service. I mentioned that the knife had been modded, and he asked me to send in pictures to get approval. When I did (along with stating that I would be happy to pay for the servicing), he must have ran it by the powers that be. The response came back: due to the nature of the modification, the knife would not be accepted for any servicing at all.

I know that modding voids the warranty, and I understand and accept that, hence being happy to pay for the service. Maybe this is out of line, but I am definitely left feeling disappointed that CRK will not service this knife at all, when the modification clearly has nothing to do with the issue being presented. They may well have a good reason for this policy, but it's hard for me to imagine what that reason is, and it certainly feels like a punitive measure for modifying their design.

All to say, I'm just feeling disappointed today about what has up until this point been one of the favorite knives in my collection

 

[Danke42]

I can guess the reason they do this and it's one of those "That Guy" situations.

That Guy (maybe a few That Guys) sent in a knife for service with a modd'ed blade. A problem was found during the service; a crack or some other defect. This led to a finger pointing contest where That Guy with insisted CRK damaged his perfect knife and demanded reparations. If that happens a few times; or even just once on the right day a new rule is born.

 

[toocool006]

I can guess the reason they do this and it's one of those "That Guy" situations.

That Guy (maybe a few That Guys) sent in a knife for service with a modd'ed blade. A problem was found during the service; a crack or some other defect. This led to a finger pointing contest where That Guy with insisted CRK damaged his perfect knife and demanded reparations. If that happens a few times; or even just once on the right day a new rule is born.

Yeah, that sounds like you're probably right on the money. Darn it "that guy"! Always ruining it for the rest of us

 

[BP_]

I took a screen shot of what their site says. The “that guy” scenario was squashed with their verbiage. They also said you’d have to pay for new parts should they deem current modded parts unsafe. That said, I’m unsure why they refused you. That’s like if you mod your knife and a completely separate component breaks, you just have to buy a new one. I’m not sure I like that idea at all. I totally understand the disclaimer, but refusing to even let you send it in, raises question marks for me. I say this as my Large 21 sits in my pocket. I’m definitely not bashing. But it is a confusing scenario based on their “fine print” as they call it.

 

[toocool006]

I mean, they do reserve the right to refuse service, which they're invoking, I just am disappointed. Or at least if I can't send it in, couldn't they send me a set of washers? I get that the're all custom fit to knife due to the insane tolerances, but I'd be happy to take my chances...

 

[Signalprick]

Can you post a pic of the washer?

 

[toocool006]

Can you post a pic of the washer?

I'll post one tonight when I get home from work!

 

[WValtakis]

I feel your pain, but it's the risk you take with modding CRKs...I wound up buying an extra Sebenza just so I could send it in and get some spare washers back to use in my Vallotton Sebenza

 

[Llasi]

What I would do is ask for a blade and new washers. You will have a Small Sebenza with two blades.

 

[toocool006]

What I would do is ask for a blade and new washers. You will have a Small Sebenza with two blades.

That's a great idea - unfortunately I just looked into that option and the website says "Outside of WARRANTY purposes, blade replacements are no longer available for the Sebenza 21" - not sure when that change was made, but I imagine it's in preparation for the 31s becoming the standard bearers and wanting to spin down the 21 blades?

 

[toocool006]

I feel your pain, but it's the risk you take with modding CRKs...I wound up buying an extra Sebenza just so I could send it in and get some spare washers back to use in my Vallotton Sebenza

Wow that's gorgeous!

I do have another seb - but curious how you would get a spare set of washers - just send in the seb without "lost" washers?

 

[Josh K]

That's a great idea - unfortunately I just looked into that option and the website says "Outside of WARRANTY purposes, blade replacements are no longer available for the Sebenza 21" - not sure when that change was made, but I imagine it's in preparation for the 31s becoming the standard bearers and wanting to spin down the 21 blades?

They aren't making 21 blades anymore since it was discontinued. The 31 blade is slightly different enough. Unfortunately you're out of luck. You have a modified knife with no warranty. I'm not sure what you expected to happen here.

Your best option is to buy another 21 and send it in with a note asking for 2-3 sets of spare washers to be fitted for it.

 

[toocool006]

They aren't making 21 blades anymore since it was discontinued. The 31 blade is slightly different enough. Unfortunately you're out of luck. You have a modified knife with no warranty. I'm not sure what you expected to happen here.

Your best option is to buy another 21 and send it in with a note asking for 2-3 sets of spare washers to be fitted for it.

I guess what I hoped to happen is that they would service it and I would pay for the service (I was never expecting it to be "covered warranty" service), but again I understand they have the right to refuse to do that. That's why I'm not angry/indignant etc., just disappointed that they exercised that prerogative.

I'm tempted by the idea of sending in another 21 and asking for sets of spares - has anyone had success in doing that before?

 

[WValtakis]

Wow that's gorgeous!

I do have another seb - but curious how you would get a spare set of washers - just send in the seb without "lost" washers?

Your best option is to buy another 21 and send it in with a note asking for 2-3 sets of spare washers to be fitted for it.

What Josh said

 

[kniferbro]

If a knife can't leave the shop up to CRK spec, it won't be serviced. A big hole in the blade is not CRK spec.

Disclaimer: I love Spyderco

 

[Stumpy72]

I don’t mean to seem unsupportive here but if I was TPTB at CRK, I wouldn’t assist or support unauthorized modifications of my design in any way. I sympathize with the CRK position declining to service, maintain or even touch the Spydiemodded CRK in any way. If they didn’t do that, they’d end up having to cater to everybody who installed a wave thing, some primitive opening-assisting lever/spring or God only knows what else on their knives -- and thereby opening themselves up wide open to a universe of possible litigation arising out of “product liability”. IMO they’re just appropriately keeping things simple and clean and keeping themselves as safe as they can from avoidable problems, accidents and litigation.

 

[Rhinoknives1]

There has to an exact or same size washer available elsewhere . Don’t own a CRK so I have no idea of material, size etc..

 

[toocool006]

I don’t mean to seem unsupportive here but if I was TPTB at CRK, I wouldn’t assist or support unauthorized modifications of my design in any way. I sympathize with the CRK position declining to service, maintain or even touch the Spydiemodded CRK in any way. If they didn’t do that, they’d end up having to cater to everybody who installed a wave thing, some primitive opening-assisting lever/spring or God only knows what else on their knives -- and thereby opening themselves up wide open to a universe of possible litigation arising out of “product liability”. IMO they’re just appropriately keeping things simple and clean and keeping themselves as safe as they can from avoidable problems, accidents and litigation.

I hear this, and I appreciate where they're coming from. Those litigation issues are the worst of the "That Guy" problems imaginable

And I also appreciate the strength of inflexible, black and white, simplistic policies. I guess I'm just being selfish in wishing there was some wiggle room, but if they made an exception for my (in my opinion reasonable scenario), there goes the floodgates (for every doofus who thinks they are being reasonable)...

Edit: I might be acting a little bit like Homer today

 

[ExtremAddiction]

hole in the blade has nothing to do with washers , if he needs replacement part he should be able to purchase it regardless warranty status, this is not warranty repair .
unless parts no longer made or impossible to make .
looks like corporate bs to me.

 

[Danke42]

I'm surprised there isn't another spot with all the knife modifiers and the popularity of CRK products.