Forgive my ignorance, but...

HarukiSama

HarukiSama

Joined
Jan 2, 2013
Messages
19
Is it normal to send a knife in to Spyderco for a warranty/ possible repair and have them not even tell you if they received it. After a month? And 2 polite requests, not on the status of the knife (I don't care if it takes a year), but just simply whether or not they got it? I've tried communicating with them to no avail, is this normal. Thanks for your time, and we'll call this my official 1st meaningful post. Many years lurking, but I just sent BF my dues today. Thanks for all the knowledge.
-JHT
 
did you send it with some sort of delivery confirmation that makes you confident Spyderco has it in hand ?
 
Yes, as I always do, but...the communication has been a bit iffy, I included a note within the package, a check for return shipping in case it is not a warranty issue, has E-mail communication and insured/ signature confirmed it, still they cant seem to find it. Not too worried, I have about a million Spydies, and have always been treated kindly both in person in Golden, as well as on the phone, this time is just a bit strange, I guess I should say it makes my stomach feel weird.
 
Last communication was 12 days ago, and said " Sorry for the delay in the reply, what is your address?"
I guess it's probably nothing, it's not as though I'm exactly "knifeless"
 
Wait, has customer service been uncommunicative or have they told you that they can't find your knife?
 
Uncommunicative, The Crux of it is, I work in an industry where I am repairing things for folks, some are good salt of the earth types, who ask a question or two and leave it alone, and some are royal pains in the ass who write or call everyday to check on the "status" of the thing I am doing for them that had no particular due date. Call me crazy, but I'd like to be the former. I just want to know when, in your opinions, I should turn up the volume a bit. Like I say, I don't care how long it takes to fix, but a modecum of communication goes a loooong way. Just say "yeah, it's here, itt'l get done in 4 months. Have a great day." thats fine.
 
My father ordered some clips for his (lost:() Sage 1 and he had to call 3 or 4 times over a couple of weeks, leaving messages throughout. I've had no experience with CS but I've read that it is just one lady.

I'm sure some people will reply with the best method for contact and what else to expect.
 
HarukiSama said:
Yes, as I always do, but...the communication has been a bit iffy, I included a note within the package, a check for return shipping in case it is not a warranty issue, has E-mail communication and insured/ signature confirmed it, still they cant seem to find it. Not too worried, I have about a million Spydies, and have always been treated kindly both in person in Golden, as well as on the phone, this time is just a bit strange, I guess I should say it makes my stomach feel weird.
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Nullity said:
Wait, has customer service been uncommunicative or have they told you that they can't find your knife?
Click to expand...

HarukiSama said:
Uncommunicative, The Crux of it is, I work in an industry where I am repairing things for folks, some are good salt of the earth types, who ask a question or two and leave it alone, and some are royal pains in the ass who write or call everyday to check on the "status" of the thing I am doing for them that had no particular due date. Call me crazy, but I'd like to be the former. I just want to know when, in your opinions, I should turn up the volume a bit. Like I say, I don't care how long it takes to fix, but a modecum of communication goes a loooong way. Just say "yeah, it's here, itt'l get done in 4 months. Have a great day." thats fine.
Click to expand...

Wait..... so they LOST your knife and wont respond to your inquiries? :confused:

Which is it?
 
ah forget it, I dont want to tarnish their name, but in answer to your query, I dont know if it is there or timbuktu, broken or plated in gold, because of the sparse and inconsistent communication, so mostly I was asking if spyderco is one of those companies that has a "send it in, don't bother us" policy when it comes to repairs, or if I should hound them. thanks
 
Spyderco contacted me a few hours ago and said the knife is going out this week. Yay! coincidence? I don't really care, great company. Great products.
 
I just wanted to give a quick shout out to Spyderco. Alas, they could not fix my beloved orange DODO, but they offered several hundred dollars credit to make it right. People, this is customer service. Thanks to the GolCO crew, I'll add the new blade to the pile!
 
HarukiSama said:
I just wanted to give a quick shout out to Spyderco. Alas, they could not fix my beloved orange DODO, but they offered several hundred dollars credit to make it right. People, this is customer service. Thanks to the GolCO crew, I'll add the new blade to the pile!
Click to expand...

PM me if you need any help spending that credit :)
 
LOL. I don't think it will be hard considering factory prices. Now if only a Black/digicam para would "show up".
 
I sent in my Harpy for sharpening a few months ago. After about 5 weeks or so, I was getting concerned so I called, left a message because no one picked up, then my knife showed up sharpened and in great condition about three days later. Again, I don't know if it was a coincidence or if they got my message and decided to get on it. Not a bad experience, but I probably won't send out any more blades to them unless there's a serious issue.
 
My Dodo did have a serious issue (it LOCKED open and required a pick to free the ball bearing in the lock) It was New, brand new, and presented these problems. I also received a long awaited response one day after I posted this thread after quite a while. Whether coincidence or not, Spyderco really took care of me. I have a new black/digicam para2 on the way. So in summation, it took a bit, but man, what service. I have my knives sharpened locally, so I dont think I would send one out for that.
 
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