emailing Spyderco Part II

bagman

bagman

Joined
Oct 5, 1998
Messages
654
Hi Sal

Just a quick one about corespondance with Spyderco by email.

I have sent several mails over the past 6 weeks or so to the customer service address and usually get a reply within a couple of days, however the reply's I have been getting only acknowledge that I have asked a question ans say they will get back to me but they never do.

I was asking about my video as it was over the 12 week lead time quoted and told that it had shipped. When it had not arrived in a couple of weeks I mailed again to ask about it and also about a replacement instruaction book for my 204 as I left a banana on top of mine in a cupboard at work for a couple of weeks (dont ask, it was not a prety site after that time)

I was told that both would be shipped out to me but still have not received anything several weeks later.

A different person seems to answer the mails everytime so I do not know if this is part of the problem.

Thanks in advance for your help Sal.



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Harvey Wareham

Live Long & Prosper, so you can buy more knives

 

I have sent several e-mails over the past 6 weeks or so to the customer service address and usually get a reply within a couple of days , however the reply's I have been getting only acknowledge that I have asked a question and say they will get back to me but they never do. I was asking about my video as it was over the 12 week lead time quoted and told that it had shipped.
Click to expand...

I have said it before Spyderco's knives are great BUT their customer service is in the "toilet". Some poor individual on this forum sent his Endura in to get sharpened and 4 months later he is still waiting for his knife that will probably never arrive.
Spyderco does not return my e-mails as well. The whole thing is nothing but bad public relations on their part. It should not take 12 weeks to send you a video my friend , what's that all about?

Just imagine how the dealers/distributers feel about this very same kind of treatment.
 
I think that your situations are more exception than rule. Our customer service crew processes an enormous amount, and does an excellent job.

I will look into your particular problems.

sal
 
Thanks Sal

I have always had good results from your customer service dept in the past and only posted this here as I did not seem to be getting anywhere by email.

 
I must say that I've never recieved any kind of 'form' response from Spyderco. Only e-mails addressing my specific question and always within 24-48 hours.

In my opinion Spyderco customer service is second to none.

Ben

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"If you're upside down and burning, you probably went too fast."


[This message has been edited by Fozzy (edited 01-03-2000).]
 
I've sent three e-mails since I sent my Calypso Jr. in for repair work on November 18(the pocket clip broke off where it screws into the micarta scale). I have yet to receive any acknowlegement of either the receipt of the knife or the e-mails. I'm beginning to feel I'll never see my knife again.

I love the knives, but I must say, the customer service is lacking.
 
Hi all -- let's keep in mind that we just went through the busiest consumer holiday season ever. Spyderco may be bigger than many other familiar knife mfrs, but is still a relatively small outfit compared to other businesses which maintain retail store AND online relations. If your e-mails are not satisfactorily answered in a timely manner, why not try calling customer service?

My .02 --
Glen
 
I guess they're just pretty busy. I'm currently having the same problems too.. I was told that it'll be checked, but no response after that.

I would try to understand their side, though. I know for a fact that their computers at the customer service just went online recently (??) and there's a lot of catching up to do.

After what happened to me recently, I can say that patience is probably one of my greatest virtues... hehehe..
smile.gif


I know I'll receive a response soon, I just don't know when..

Dan
 
I sent my Military in for a blade pivot adjustment a little while back. After a week or so I emailed customer service asking for confirmation that my knife had been received and got no response. From the forum I'd learned how busy the customer service department is so I tried to be patient. After nearly three weeks I finally called and was told that I'd get an email reply on the status of my knife. I never did. Instead my knife showed up the very next day. Good enough. I think the customer service folks are doing their level best to keep the wheels turning. I suggest patience.

ptn
 
Well, I've FINALLY reveived my 2 MF204 SharpMaker videos. Thanks Angela!!!!! What a nice surprise for Christmas!

I guess they are doing their best, guys, so just hold on a bit longer!!...
 
Hello all,
I was surprised to read this thread and see that email return was still a problem. Emails have been completely caught up since mid-November(with an exception of the Holidays)..still...its obviously a concern. A possible solution is to monitor the forums on a more regular basis. Please consider me your "online" customer service representative.

If you ever feel that you have not gotten the type of quality service that is to be expected from Spyderco, post on the forums or just use my personal email.

Heyns, glad to here that ordeal is over!
smile.gif
Although I've enjoyed our chats via email
wink.gif


HariKari, it seems from these and previous posts that some personal injury has been done by our department to you, anything I can do to help remedy it?

DannyC, my responses to your emails came back undeliverable, I'll try again.

Angela

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-- Respect Costs Nothing ---


[This message has been edited by Angela (edited 01-05-2000).]
 
Hi Angela

Good to see your presence on the forums.

As to my original mail do you know the status of my video and instruction book please?

Sal posted he was looking into it so he may have the answer.



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Harvey Wareham

Live Long & Prosper, so you can buy more knives
 
Hi Sal and Everyone -- You should all know that Angela is the real deal. She was of great help to me in rsolving a question I had on an order. She did it promptly and was quite gracious to boot. I hesitated to post this because I do not want to increase her workload. But I finally thought that someone who does it right should be recognized. Thanks a million, Angela.

 
Well, I never did get a reply to me e-mails, but much more importantly, I got my Calypso Jr. back today. Actually, it's not even mine. Spyderco sent me a brand new one. I guess all it takes is a little patience.
 
Thanks Angela, Sal, et al, my video arrived this morning. I will try and watch it tonight as long as my wife lets me
biggrin.gif


 
Hello Angela!

Got ur email, and responded to the same. Weird, I never had any problems with my email address. Could you send me the bounced email message? The system admin of this ISP I'm using is interested in looking at the error message.
smile.gif


I tried calling you up long distance a couple of times today, only to realize the time zone difference... hehehe.. Oh well, at least I got to listen to a nice voice recording (nice voice!).

Thanks!

Dan
 
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