great spyderco customer service

Pete1977 · Jun 25, 2012

In 2006 I got my girlfriend's mother a black FRN serrated cricket after she expressed interest in the girl's pink cricket. she carries and uses this knife all the time. she has accidentally taken it on a plane, lost it for several weeks (it was in the pocket of a pair of pants in her closet) and broken the tip off somehow. I would occasionally sharpen it for her when she would ship it to me, and she would pick it up when she came to visit.

After she broke the tip off, I told her I would try to fix it if she brought it to Mass. on her upcoming visit. I found out when she got here that she shipped it to Spyderco with a $25 check. Well, after a 10 day stay with us, when she got home to Minnesota the cricket was waiting for her with it's tip repaired, a fresh new edge on it... and her $25 check was returned to her. Spyderco had included a note that the sharpening was only $5 and she could pay them at her leisure. If that isn't customer service, I don't know what is!

Thanks Sal, Kristi, and everyone at Spyderco. She can't say enough about the knife, and now she tells everyone about how this company takes care of its customers.

canyon56 · Jun 25, 2012

Same thing happened to me when I sent my Paramilitary 2 in for some minor damage to the tip. I sent $25 cash for the repair and return shipping. They did the repair by sharpening the knife and sent me the $20 cash back with the knife. Great customer service that make me want to buy more Spyderco knives!

pry · Jun 26, 2012

First time I ever tried calling warranty & repair today. I was trying to get a scale screw for my new PM2 that came from the factory missing a screw. After about 20 minutes of non stop calling back and getting the answering machine even though they were open I pressed 0 to speak to an operator. The operator confirmed that yes W&R is open and someone is there but I should leave a message and it might take up to a day to get a response, or I could email which I already did on saturday and still havn't got a reply. Anyways, I explained my problem to the operator and she asked if I tried to contact the dealer? I don't think the dealers stock parts so I duno why I'd call them unless I wanted to exchange the knife which I don't because that would cost me money to ship it back. So I tried calling W&R a few more times and finally got an answer from an unhappy sounding woman who I explained my problem to and when I was done the first words she said was "Your name?", she took my info, didn't confirm it back to me or anything and said we'll ship it out. I found her to be kind of rude, if it was me answering the phone there I would have said "sorry about that, we can send you a screw no problem, I just need your name..." Just a little courtesy would have left a much better impression on me but I guess she was too busy to even sound like she gave a shit.

So that's my first and hopefully only experience with W&R! YMMV :thumbdn:

TyMathews · Jun 26, 2012

I've dealt with Spyderco Customer Service twice, once via email and once over the phone. Both times things went smoothly and courteously. I guess things vary, but I bet more guys have positive things to say than the opposite.

-Tye

RevDevil · Jun 27, 2012

My one and only experience. (resharpening and way off center blade) went super smooth. The staff was extremely helpful and polite. They even threw in a sticker and some other goodies for the heck of it.

hayes31 · Jun 27, 2012

I've only had to use the CS once, but it was a great experience. They were very professional about the whole thing, and everything went smoothly.

I had accidentally gummed up the lock pin of my Para 2 with Loctite (I'm an idiot, I know, it's a long story) and needed their help getting everything loosened up. They cleaned it up, sharpened it back to its factory edge, and sent me back my 25 dollar check. Good stuff, that alone has convinced me to buy mostly Spydercos from now on.

Yo Mama · Jun 27, 2012

After about 20 minutes of non stop calling back and getting the answering machine even though they were open I pressed 0 to speak to an operator. The operator confirmed that yes W&R is open and someone is there but I should leave a message and it might take up to a day to get a response, or I could email which I already did on saturday and still havn't got a reply.

Is this a joke? You couldn't wait and leave a fricking message, so you're upset? OMG! You sent an email on Saturday, you know people take a break over the weekends sometimes.

pry · Jun 27, 2012

Yo Mama said:
Is this a joke? You couldn't wait and leave a fricking message, so you're upset? OMG! You sent an email on Saturday, you know people take a break over the weekends sometimes.

Where did I say that I was upset? I simply stated what happend. Why should I leave a fricking message? I sent an email, that's the same as leaving a message. I sent it on saturday and got a reply today, Wednesday. Where did I say that I expected a response on saturday/sunday? I called during business hours because I wanted to talk to someone, which I finally did. Thanks for coming to the rescue here, but its not really necessary.

bakercountyboy · Jun 27, 2012

I just got a couple of knives back from spyderco a few days ago. It looked like a 10yr old did the sharpening on my knife. One side had a nice edge on it and the other had NO edge at all. I will NEVER send my knives to spyderco for sharpening. I will just have to learn to do it myself.

Yo Mama · Jun 27, 2012

pry, you now say this:

Where did I say that I was upset? I simply stated what happend. Why should I leave a fricking message? I sent an email, that's the same as leaving a message. I sent it on saturday and got a reply today, Wednesday. Where did I say that I expected a response on saturday/sunday? I called during business hours because I wanted to talk to someone, which I finally did. Thanks for coming to the rescue here, but its not really necessary.

But you originally said this:

I found her to be kind of rude, if it was me answering the phone there I would have said "sorry about that, we can send you a screw no problem, I just need your name..." Just a little courtesy would have left a much better impression on me but I guess she was too busy to even sound like she gave a shit.

So that's my first and hopefully only experience with W&R! YMMV

1. Looks like you were pretty upset.
2. You sounded very entitled
3. I don't know what you mean about rescue

pry · Jun 27, 2012

So because I felt one way about the service you can determine the level of my upset? No.
I am entitled to friendly service as a paying customer. Spyderco or any other knife company would agree with me.
You don't understand how you came to the rescue? but you originally said this "Is this a joke? You couldn't wait and leave a fricking message, so you're upset? OMG! You sent an email on Saturday, you know people take a break over the weekends sometimes. "

Restating your initial incorrect assessment doesn't make it any more correct. Its obvious that yours is the most important opinion, so I won't try to make you understand again as its proving futile.

As far as the spyderco service though, I was satisified. They solved my issue and are sending me some screws. Problem resolution was a 10, courtesy was maybe a 5, although when you email them it seems to be much better.

Yo Mama · Jun 28, 2012

You don't understand how you came to the rescue? but you originally said this "paste your first post"

I never said that. I don't know where you are getting that.

As far as the spyderco service though, I was satisified. They solved my issue and are sending me some screws. Problem resolution was a 10, courtesy was maybe a 5, although when you email them it seems to be much better.

There is always a critic. Glad your happy though.