First experience with Spyderco customer service...

Rob,

Let me clarify a few things for you though.

I have never asked Sal or Spyderco for a single thing through all of this aside from fixing my knife. I never asked for a refund, a discount coupon, an apology or a phone call.

The reason I mention the shipping charges several times is because Mike made such a big deal of having to spend his company’s money to sit on hold. Am I petty for talking about the $6? Your damn right, but what does that make Mike for whining about the toll charges for sitting on hold for a minute?

I buy a great deal of knives each year because it's a hobby. I try to get the best price I possibly can, from places I like to buy from. If I have to keep adding money to the knife to send it in for repair, pretty soon I'm at list price.

I also started this thread to bring up a topic that is usually squashed when it is brought up, the fact that Spyderco service is not perfect like most of the apple polishers that hang out here would have you believe.

Did Sal apologize to me? Yep, and I appreciate that. Sal comes to these forums for a reason, to promote his product and keep the peace. Sal did exactly what I thought he would.

Of course the owner of my company would apologize for me if I screwed up as well...

Did Mike ever pick up the phone and call me like a man to apologize? No he didn't. That would have meant a little more to me because he's the one who caused the problem, not Sal.

But then again he may have had to sit on hold when he called and we'd be back to where we started.

The bottom line is that I have bought into the hype about Spyderco's service cine I've been coming here. I never hear a negative about it. The first chance I use the service I get argued with and not serviced. I feel it's my duty to some extent to let others know that they lack the perfection espoused on this forum, and by the people slowly adding their negative experiences to this thread I think it shows that a lot of people have just been afraid to post a negative for fear of being run out on a rail.

Had I known this was going to happen I could have returned the knife to the dealer for free, but I was snowballed by all of the service hype on the forums.

What you are trying to do with your post is take the focus off of the real problem, and make me out to be whining about the $6 shipping I paid, that is completely mischaracterizing the purpose for this thread. You're not going to spin this discussion into an argument over $6.

Has it been mentioned several times? Yes, but it is far from the primary grounds of discussion.

About selling the knife, your right, I have not asked them to do anything for me, I made a decision. At this point this thread has become a place for people to talk about Spyderco's customer service, nothing more.


FWIW, Sal never said "we will make it right", he said send it back and we'll see if we can please you. There's a big difference.

Ever heard the quote; "Screw me once, shame on you. Screw me twice, shame on me."?
 
OK - I have to comment on the "shipping charges" issue. Regardless of whether Spyderco's warranty says "All costs associated with the shipment of the product are the responsibility of the original knife owner." or not, I feel there are situations where Spyderco is morally (if not legally) obligated to pay the shipping costs.

Some time ago I received a new Spyderco Native which had made it through quality control without having the final bevel being ground. Instead of a sharp edge there was a flat edge - not just dull - flat!

I posted about my disappointment on the Spyderco.com Forum. Sal responded, advising me to contact Mike in Warranty and Repair. I did and made it clear that I didn't feel it was reasonable that I should have to pay for shipping back to Spyderco so they could finish the manufacturing process. We came to an agreement which would "compensate" me for the shipping costs (Sorry Mike if I'm letting out secrets). Mike even called me at home when there was a slight mix-up to apologise for it and get things straightened out.

No company's quality control is perfect. No person dealing with customers can do it perfectly. But the success of a company will usually depend upon the "fairness" of their dealings with customers. When glitches happened, as they are certain to do, I was dealt with fairly. I'm still buying Spyderco products. Cpirtle - I hope you have the same end result!

p.s. This is the only problem I have had out of almost 2 dozen Spyderco purchases. IMHO, I don't think anyone should swear off Spyderco products because of what some are calling "horror stories" - the frequency of problems doesn't justify that.
 
Good post 4 s ter.

I think someone mentioned before that if nothing else this thread has revealed some inconsistencies in Spyderco's service.

Why do they choose to do some things for some people and not for others?
 
Originally posted by cpirtle,
Why do they choose to do some things for some people and not for others?
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Maybe because those people that have had services done for them don't waste time by continually posting on threads that speak of how bad their Customer Service is. :rolleyes:

I suggest taking Sal up on his offer to set things right. Nothing will take care of your problem, with you continually posting on your thread this way....and not doing anything about it. The President of Spyderco has looked into this situation and in his post, he suggested that you call Mike or Keith again to take care of your problem....and yet that still has not satisfied you and I'm willing to bet that you haven't even bothered calling.

I would also suggest that you re-read this part of sal's post;

Originally posted by sal,
Mike and Keith process many hundreds of knives each week. Week after week after week. Thousands of knives per year. Their record has been excellent. Keith said that the knife you sent in had severe side play, as though someone had been readusting the pivot. He said he took the knife apart, re-adjusted for the side play which was removed, and then he re-oiled and returned your pieces. He was under the impression that he had solved your problem. I would suggest that you contact Mike and Keith again and see if you can get what you are seeking.
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I am NOT saying that Spyderco has PERFECT Customer Service, by any means, but they do go above and beyond for their customers.
 
Hey KBR, the only reason I'm continuing to post on this thread is because plenty of other people are doing the same thing. If you don't like it stop reading. You act is if I'm sitting here talking to myself.

I took matters into my own hands several days ago, so if you were actually reading this thread completely you would know what I'm talking about.

The day after I started this thread the knife was already on its way back to me, Sal had not even posted here yet. So my starting this thread has nothing to do with why my knife didn't get fixed.

If it does have something to do with my knife not getting fixed then shame on Spyderco.

The one thing I will not do is sit here and be attacked by you guys because I chose to air my situation publicly, if that involves me continually posting then so be it.
 
I am siding with cpirtle on this discussion. If you do not make waves the inconsistent customer service will continue.

In my case, I wanted to keep the broken section of blade for a project. When discussing the break with Mike he stated they would examine it for possible defects in metallurgy. I enclosed written instructions requesting return of the broken blade. I paid for the Military and then paid for a new blade. My original blade was not returned, it is my property! Mike may have lost/misplaced the original blade however, he could have substitued a similar Military blade for return.

My Military blade did not rub the G-10 frame when new, the replacement blade did rub. I was blown off and told that is acceptable for QC. If desired the knife could be returned again (at my expense) for adjustment?

Regards,
FK
 
Originally posted by cpirtle,
You act is if I'm sitting here talking to myself.
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Well, your last three posts have been within a little more than an hour and a half of each other....:rolleyes:

And I'll repeat what I said earlier, "I am NOT saying that Spyderco has PERFECT Customer Service, by any means, but they do go above and beyond for their customers."

JFYI, I have read the thread entirely, more than once. And the reason that I keep getting drawn back here is because I'm subscribed to this thread just as everyone else here is.

What is the point on your repetitive posts saying the same things over and over and over...?? You've had ONE bad experience with Spyderco Customer Service and you act as if it's the end of the world.

Get over it already and take Sal's advice;

Originally posted by Sal,
Cpirtle. If you are still displeased, then I would suggest that you send it back with the specific request that you have. perhaps we can please you.
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Notice that he said "specific request that you have". :D
 
i understand cpirtle's frustration...

1, he purchased a "big name brand" knife, expecting a #1 quality knife(it was not).

2, he returned a NEW knife, at his own expense, with a note with the problem with the knife.

3, he felt that the company rep was rude to him and felt like he was an unimportant number and to just be blown off...

4, it was sent back, the problem he wanted repaired, was in fact NOT.

4, without wanting to send it back again to give the company a THIRD try at making the knife a #1, cpirtle chose to just sell the knife instead of repeating the process of back and forth shiping, which was coming out of his pocket(how many times do you have to pay $6 for shipping before you have more in shipping than the knife is worth..., remember, he paid to have it shipped when he originally purchased the knife, paid to have it shipped to the company, then chose not to pay shipping the third time.

if my analysis is not on track, cptirtle, please correct me. i believe the reason he keeps replying is because someone posts a response to the thread, so he politely answers:) (IMO)
 
waynejitsu and FK, thanks for your support.

KBR,

"Get over it already and take Sal's advice"...

Again, you must not be reading this thread very close because I said several days ago that I no longer owned the knife.

I would not have to repeat myself if it weren't for other people trying to miscontrue and change the direction of the thread. I'm not going to let the basis for why I started this thread be lost by a few people who want to make it out to be something different than what it is.

I'm also going to do you a favor, if you scroll down to the bottom of you message notification e-mail there is a link to unsubscribe you from a given thread. Far be it from me to keep you coming back here.

In the event you cannot find the link I'm referring to here it is:

http://www.bladeforums.com/forums/member2.php?action=usub&threadid=228167

No one is forcing you to come here, but I have not done anything to be prevented from coming here either. Sal, Carlos or a Super Moderator is more than welcome to close this thread whenever they feel it's necessary, but until you started shooting your mouth off this was a pretty level headed debate.
 
I can personally attest to the fact that Spyderco customer service is frequently overwhelmed. I sat in their shoes for some time.

"perhaps he is only mere human"....

As we all are.

I know, it leaves a bad taste in your mouth, but I have major sour grapes for Sal and company.
 
If you no longer own the knife, then your argument is moot.

As far as favors, I don't need any from anyone...especially from someone that cannot get on with their life. It seems that because of ONE bad experience with Spyderco CS, you have made it your life's mission to continually degrade Mike and the supposedly bad service that you received.

I believe that the only reason that this thread hasn't been closed by Sal, Carlos, or a Super Moderator is to not give you more "fuel" for your fire.....that is burning out.

This would just give you one more reason to voice a complaint about Spyderco not wanting to listen to their customers. Then again, maybe that is what you're hoping for....
 
Originally posted by cpirtle
It's all moot at this point though ...
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Boy KBR, you are one of the true genius's of this forum. I posted the exact same thing on the 18th.

I got on with life last weekend, I'm just staying involved in this thread at this point to F with you.

Originally posted by KBR
"you have made it your life's mission to continually degrade Mike and the supposedly bad service that you received"
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Have I really? My story has not changed and I have never posted a single thing about this outside of this thread. Hardly seems like the type of thing I'm not getting over.

And, if you can count, I had two bad experiences with Spyderco's service. Do I need to spell them out for you?
 
Originally posted by cpirtle

I also started this thread to bring up a topic that is usually squashed when it is brought up, the fact that Spyderco service is not perfect like most of the apple polishers that hang out here would have you believe.
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You have some valid points. I'm glad you raised the issue, as it is helps us as consumers to hear both the good and the bad.

If you still had the Salsa, I feel confident that Spyderco would have worked something out to satisfy your needs.

It's a shame that you ended up taking a loss on the knife instead, but I can hardly blame you.

Have a good day.

-- Rob
 
I currently have two knives in process by the W&R shop, for "retipping". I called Mike before I sent them to ask for instructions, and so far my experience has been first rate. I'm expecting to be most pleased with the results, but I will post here with an account of my experiences in any case.

Jeff/1911.
 
Jeff/1911,
If the knife is returned with work performed to your satisfaction, great,,,,,,that is not the issue. Good work is the majority of cases.

When it is returned and not done as requested/discussed, the response from Spyderco is the real problem.


Regards,
FK
 
Chad,
I really think that this thread have turn into a bickering fight.
I couldn't side with you on this one.
It may be true that there are many of us who praise the CS of Spyderco, but the fact of the matter is, most of the time, they're great. I've shipped an Endura for sharpening, and they tested the blade (without any word of mention by me) and replace the blade because they think it is not strong enough. I've tested the Endura myself (of course not at the level Cliff Stamp would've done it), but I saw nothing wrong with it. I was surprised to find that the blade was replaced and my money order came back unused.
I've sent a Native (now lost) because of a strange lock behaviour, and they've replace it right away.
I've sent in a Vesuvius, because of very strange blade play when closed. Mike called me personally to my cell phone letting me know that the Vesuvius is being reengineered, and combined with the back order, I'll be missing a knife for about 2 months (the least). He offered me a one -to-one replacement, not a value equivalent replacement. If this is not above and beyond customer service, I don't really know what is.
You have a bad run in with Mike, and I understand your frustrations. I also understand why you would want to create a thread like this so that the customer service would be demystified. The fact is, they're human, and with bastards like me keep sending knives in to be looked at, they'll continue be very busy, and they'll slip up one way or another. I don't even know why you would expect that they'lll be 100% perfect. I understand that in real life, nothing is 100% perfect. I've sent in a CRKT C/K back to have some stripped screws replaced, and to have the knife looked at because I thought I was missing a couple of washers (I've seen it broken off). The person who's repairing my knife did not read my typed letter stating the problem and how I'd like it to be repaired. Sh!t like that happens. I was talking to the production manager of CRKT, and he told me that they'll fix it up, either by sending the parts to me (because I only need to replace a couple of washers and screws) or send it back to him to have it personally looked at. I told him to have the parts shipped.
Now Sal had advised you to send it back in, I suppose that after this news had traveled to him, Mike and the crew would be on tip top shape trying hard not to slip up again. You've got rid of the damn thing, and now the point is moot. Arguing about it isn't going to get it fixed, nor do you have the item in question to be fixed anyways.
I'd appreciate that you let others in here know that Spyderco's warranty service is not perfect, but I wonder why would someone expect it to be completely perfect. They're above and beyond but they will make mistakes and they have emotions. They probably run into bad days a lot because they're customer service. Get over it! I've seen plenty of real life customer service that's a lot worse than what you've mentioned in here.
I could sure not read your posts, but the fact of the matter is, you keep making such a big deal out of something that happens not only to Spyderco, but to other companies as well. CRKT basically have a great warranty (basically, don't use it as a prybar or screw driver, and we don't care if you take the whole thing apart and put it back together), but they slipped up. You're the unfortunate one who happened to be treated badly, and I felt very concerned at why you're getting that kind of service at the first place, but now all this bickering makes me feel less sympathy for you.

End rant :mad:
 
If you guys will look at this thread closely there have been no new developments from me in quite a few days.

The only reason it is still going is because people have either chosen to attack my stance or manipulate my words to mean something else and I have responded accordingly.

I'll be damned if I'm going to let people do that to me without a response back.

I have never once told people not to use Spyderco service, or to stop buying Spyderco's - pretty much the opposite.

What I have done is present the facts as they relate to my experience, everything else has been said by other people misdirecting the conversation, making conclusions of their own or voicing positive remarks for the thread.

It's fine with me if the thread dies right now...
 
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