e-mailing Spyderco

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Excalibur

Joined
Jun 28, 1999
Messages
235
Has anyone had any problems e-mailing Spyderco? I've sent 2 (3 as of a few minutes ago) e-mails to Spyderco and haven't recieved any responses from them. It has been over 2 weeks since the first one, and 10 days since I sent the second one.
Does it normally take this long for a reply? I understand that they are probably "swamped" with e-mails from Spydie-nuts like myself
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... but I figured they might sort through the mail and find mine by now.
When I e-mailed them in the past, I usually got a quick response. ( Within 24 hrs. )

Patiently waiting... sort of
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I sent an e-mail at 11:40am pst today to sales@spyderco.com, and haven't received a reply. Of course, I was asking about the collector's club, so it would have to be forwarded to the right person, who may not even happen to be there today....

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Protect your Right to Keep and Bear Arms!


 
Excalibur - Depends on the question and who has to answer it. For example, I'm way behind on Emails addressed to me, travelling & all.

I'll look ito it.

sal
 
Thanks Sal ! Now THAT ,was a quick response !!!
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BTW Sal, if it helps, I did send it to your address. I understand that you are busy, and I appreciate the time you take with us here in the forums.

[This message has been edited by Excalibur (edited 12 November 1999).]
 
I'm afraid I have to agree. I've sent 3 e-mails since September trying to find out about my Sharpmaker video and haven't had a reply yet. I can't telephone because of the cost and have to rely on e-mail. Seems to be an area which needs attention. Not being critical Sal, well actually I am
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but it is intended as constructive criticism
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.

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Take care,
Clay

Don't worry that the world might end tomorrow....in Australia it's tomorrow already.

 
Hello.

I spoke with our Warranty department, who also handles all of our E-Mails and was informed that they were answering current E-Mails (todays)this morning.

Yes, the last severals week we were a bit behind due to some illness and vacations. But you all should have received a response by now. If not, then please resend your inquiry and we will gladly respond within the next business day.

Michelle
 

I have had the same problem with "Spyderco". They do not answer any of my E-mails. Very upsetting and nonchalant.

"Gerber" , "Buck" & "Benchmade" have all repeatedly answered all of my E-mails without delay. They have even offered to send me parts for free upon request.

I luv "Spyderco" knives BUT I "hate" their "customer service"/PR. They should reply to all inquires regardless of content or level of importance. Keep the people/customers that buy your products happy or they will go elsewhere were they are treated like they matter.
 
eeezz-E!

I have been pleased, VERY pleased, with the response I have gotten from Spyderco Customer Service. Now, if my BF Native will just get back here! Must have been the Veterans' Day holiday that slowed down the mail...
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It's just a ****ing staple!
Outlaw_Dogboy, Pax River NAS, Republik of Marilundt

 
It does get busy in there, sometimes they have to decide what is urgent, and what can wait. Believe me it is not an easy job.
Danelle
 
Hi,

I've had some slow response times from Spyderco also, but eventually they did get back to me........except........I sent my Endura in for a checkup/sharpening a couple of months ago and have not heard a word about it since. I figured I'd have it back in about a week. I know this isn't directally about e-mail, but does anyone have any advice on how long it should take to get my knife back?

Thanks a bunch!

Dan
 
Javahed ,

You sent Spyderco an Endura for "sharpening" a couple of months ago? You still have not received your Endura? I would go "Ballistic/Postal" in about 3 seconds! What a ridiculous JOKE! Next time get yourself a sharpener. Sorry , YOU have been forgotten! I would snap , that is so pathetic. Two months to sharpen an Endura? That major undertaking should take exactly 5 minutes to sharpen.
 
Yeah, two months {edited after Sal's post} sounds like somebody dropped the ball somewhere.

I would HIGHLY recommend purchasing one of the Sharpmakers, even one of the old ones. It will sharpen any blade, and it really easy to use to get those blades sharp. The only place it doesn't shine is in re-profiling (at least my 203 doesn't), and IMO, that is primarily because the sticks are just not abrasive enough for that. But, hey, when was the last time anyone had to reprofile a Spyderco?

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It's just a ****ing staple!
Outlaw_Dogboy, Pax River NAS, Republik of Marilundt



[This message has been edited by Outlaw_Dogboy (edited 19 November 1999).]
 
Javahed - Sounds unusual in that the report tht I received yesterday said that we were 4 weeks out on repairs. Yes it is far too long but 2 months might indicate a problem. I'll forward this thread to Angela.

Please keep in mind that we received on the average of 1100 Customer Service requests per month. One repair guy. recent changes in that department, along with new people kept us back. We are making headway though.

Harikari - Not an excuse, no excuses. But just for the record, it takes more than 5 minutes to bring the package from the front office to the Customer service office.

It takes more than 5 minutes to open the packager and "log in" the need.

It takes more than 5 minutes to get the need from customer sevice office to repair room.

It's OK to beat me up when we make mistakes, but please be realistic.

BTW, going ballistic in 3 minutes is not a very mature response and probably would have no effect at Spyderco. At Spyderco, we try to remember that getting angry is a demonstration of lack of self control. The brain stops working, the ears shut down and the mouth and vocal cords are running the show. Not very effective for communication.

The goal for service is one day turn around. we've been there before and we'll get there again.

sal

[This message has been edited by Sal Glesser (edited 19 November 1999).]
 
Hello,

My name is Angela Urtnowski, I work in the Warranty / Repair department at Spyderco. Sal recently passed this thread to me.

I assure you that the scenarios represented are not typical of Spyderco customer service.

Although, as Sal mentioned, we have undergone recent changes within this department, I am confident we have worked through our initial "bumps". In the future, I would like to reinforce that you can expect the same level of quality and service which led you to Spyderco in the first place.

Thank you again for your honest and candid comments, it is exactly this type of feedback we rely on to help us "evolve".

Angela Urtnowski
Spyderco Inc.
 
Hi Angela!
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I talked to you recently when you called about my BladeForums Native that you were about to send back to me. I received it, in great condition, and thank you very much for taking the time to place the phone call. That knife is indeed very sharp, sharper than when I originally received it! Beautiful!! Also, thank you for the clip.
Based on my experience so far, Spyderco provides excellent customer service; you all are to be commended.

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It's just a ****ing staple!
Maybe we should make knife blades out of staples!
Outlaw_Dogboy, Pax River NAS, Republik of Marilundt


 
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