Hats Off to Spyderco Customer Service

Brisket

Brisket

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Aug 2, 2009
Messages
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Last Thursday night I was attempting a wire clip swap (right to left) on a user Caly 3.5 SB I picked up in the exchange and managed to lose the female end of the fastener when it bounced off my workbench into the concrete wilderness of my garage. It was not my first rodeo with switching wire clips and I have practiced the the loosen but not remove method with all my other wire clip Spydies after a long and frustrating bout with an Urban years ago, but I just twisted the torx tool a little too much this time. After a long search I gave up finding it.

So I called the Spyderco SFO last Friday and explained to Kristi what happened fully expecting to have to purchase a replacement wire clip and fastener. She said she could just send me a replacement fastener if that is all I needed at no cost to me. I was more than happy with that solution but even more so when I received the package the next Monday (Golden/Friday--> Texas/Monday) and in addition to the fastener was a little tube of Locktite to secure it. I have never received anything less than quick and courteous service from Spyderco, but to get a replacement part that quick and at no cost when it was entirely user error is something that I wanted to share.
 
A few weeks ago I emailed them about getting a new screw for my Dodo because the one that was on there was for left-hand carry and stripped. Less than a week later it showed up with a tube of Loctite. I didn't know about the wire clip trick you mentioned and I had the pleasure of trying to fit the screw back in for half an hour.
 
I don't understand why Spyderco says you'll be required to pay for those parts. They should just say they can offer them for free. Like CRKT just has a form that you fill out to get whatever screws or tiny parts you need and they'll send them to you for free (its really slow, but it's free).
I would be much more likely to buy knives made by a company who warrants their products forever and not just to the original purchaser. It seems like a lot of companies only warrant to the original purchaser, which is stupid. If companies like Spyderco were more upfront about their amazing warranty and/or customer service, I would be much more likely to want to buy from them. I already do buy mostly Spydies, but if I was new to knives and saw that a company offered such great customer service and warranty, I think that's the company I would be most interested in.
 
I've been less fortunate.
About last year, I lost my pocket clip off my Delica 4 and I contacted Spyderco's customer service.
They told me I can purchase replacement clips off their site.
I ended up not buying the replacement so I threw my Delica in my backpack for back-up purposes.
I've been more fortunate with Kershaw as I had the same problem and they sent me a new one with 4 torx screws (I only needed 2) free of charge.
I'm not bashing Spyderco at all, I'm sure they have excellent customer service since I see that others had better experiences.
Did this change my opinion about Spyderco's Knives? Not really, since those pocket clip problems were mainly my fault for not using Loc-Tite. But I'd definitely consider Kershaw as a fierce competitor when I go shopping.
 
I had the same thing happen with my stainless endura. That is one of the reasons spyderco is my favorite brand.
 
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