I thought a broken clip was warrantyed

jill jackson said:
Spyderco's custom service won't send you a free clip even if it's a brand new knife, with a scratched up clip. I've called them on this a few times and they always ask if I bought it direct from Spyderco. When I say no I bought it from a dealer they tell me "It could have been messed up after they shipped it to the dealer." Which I believe is nonsense as most dealers don't even remove knives from the box. The one time I did get a replacement clip no charge, was when I asked Sal about a badly marred up clip that came on my brand new Ti Military and he had a new clip sent.
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Right. Go to the top. I worked in technical service for two different manufacturing companies, neither knife related, and both had specific warranty policies. Several times folks got to the big guy in the front office and they instructed me to go ahead and give a freebie, leaving me to look the greedy fool. My policy for my own dealings since then has been "I'd rather buy than beg!"
 
My brother snapped the tip off a Spyderco once. Called the company, who told him that if he paid for shipping both ways and sent money for the repair, they'd repair it and send it back.

I had a Kershaw Blackout fall out of the work truck once. I found it later, run over and crushed. I called Kershaw. They told me to send it in and they'd send me a new one.

I don't buy Spyderco anymore. I still buy Kershaws.

You can call me spoiled, say I have some sense of unfounded "entitlement", or anything else you want. I've been served well by some companies, and served poorly by others. I remain a customer to those companies that have served me well.

This is an industry with a large group of suppliers who offer similar goods. Little things like sending replacement clips and screws can sometimes make the difference between keeping a loyal customer or seeing them move on to your competitor. My brother and I have moved on to Spyderco's competitors, as that is our prerogative.

If you are happy to send Spyderco money to get another clip, that's up to you. But don't berate somebody else because they don't share your sense of generosity. Maybe they just have a different definition of good customer service.
 
I stick with knife companies who produce the products they sell and have the capability and service to do things like send out a free pocket clip. :thumbup:
 
Lesson from a long life:::Nothing's free. You paid for everything they send you "free" when you bought the knife.
 
GronK said:
Right. Go to the top. I worked in technical service for two different manufacturing companies, neither knife related, and both had specific warranty policies. Several times folks got to the big guy in the front office and they instructed me to go ahead and give a freebie, leaving me to look the greedy fool. My policy for my own dealings since then has been "I'd rather buy than beg!"
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Sal took care of it for free.

http://www.bladeforums.com/forums/showthread.php/965836-Spyderco-s-clips
 
Velitrius said:
My brother snapped the tip off a Spyderco once. Called the company, who told him that if he paid for shipping both ways and sent money for the repair, they'd repair it and send it back.

I had a Kershaw Blackout fall out of the work truck once. I found it later, run over and crushed. I called Kershaw. They told me to send it in and they'd send me a new one.

I don't buy Spyderco anymore. I still buy Kershaws.

You can call me spoiled, say I have some sense of unfounded "entitlement", or anything else you want. I've been served well by some companies, and served poorly by others. I remain a customer to those companies that have served me well.

This is an industry with a large group of suppliers who offer similar goods. Little things like sending replacement clips and screws can sometimes make the difference between keeping a loyal customer or seeing them move on to your competitor. My brother and I have moved on to Spyderco's competitors, as that is our prerogative.

If you are happy to send Spyderco money to get another clip, that's up to you. But don't berate somebody else because they don't share your sense of generosity. Maybe they just have a different definition of good customer service.
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You snapped the tip off a blade? And ran another over? I say it is people who ABUSE good companies policies by running over a knife and asking for a new one that forces companies to refuse to take care of such things for free. Seems like spydercos figured out how to minimize the cost of MY knife by charging YOU for one you snapped the tip off or ran over. If people continue to have your attitude the other companies will soon abandon such policies as well. And people like you will complain about the privilege they contributed to losing.

In short, if a knife breaks as a result of the company making it incorrectly, return it and fight to the top. If you did something RIDICULOUS like running your knife over, you ARE acting entitled and taking advantage.

By the way...HOW did you break the tip? Cutting an apple, rope? What were you cutting? Edit: sorry, your brother...
 
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BenchCo Spydermade said:
You snapped the tip off a blade? And ran another over? I say it is people who ABUSE good companies policies by running over a knife and asking for a new one that forces companies to refuse to take care of such things for free. Seems like spydercos figured out how to minimize the cost of MY knife by charging YOU for one you snapped the tip off or ran over. If people continue to have your attitude the other companies will soon abandon such policies as well. And people like you will complain about the privilege they contributed to losing.

In short, if a knife breaks as a result of the company making it incorrectly, return it and fight to the top. If you did something RIDICULOUS like running your knife over, you ARE acting entitled and taking advantage.

By the way...HOW did you break the tip? Cutting an apple, rope? What were you cutting?
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Couldn't agree more.
 
BenchCo Spydermade said:
You snapped the tip off a blade? And ran another over? I say it is people who ABUSE good companies policies by running over a knife and asking for a new one that forces companies to refuse to take care of such things for free. Seems like spydercos figured out how to minimize the cost of MY knife by charging YOU for one you snapped the tip off or ran over. If people continue to have your attitude the other companies will soon abandon such policies as well. And people like you will complain about the privilege they contributed to losing.

In short, if a knife breaks as a result of the company making it incorrectly, return it and fight to the top. If you did something RIDICULOUS like running your knife over, you ARE acting entitled and taking advantage.

By the way...HOW did you break the tip? Cutting an apple, rope? What were you cutting? Edit: sorry, your brother...
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Geeze, harsh. Things happen.

His brother snapped a tip. Who cares how? It happens. So he called the company whose name is on the blade to inquire about repairing it. There is nothing wrong with that. They quoted him their fees for the service and shipping. ok.

He accidentally dropped his Kershaw and it was run over by another truck. An accident. So he called the company whose name is on the blade to inquire about repairing it and they offered to replace it. Outstanding.

There is no entitled tone in Veliteius' post. It is anecdotal. One company clearly has superior customer service and he has decided to purchase more products from that company. No reason to get mad about somebody catching a break one time, in my opinion.
 
Yes, BS, people with my attitude are going to be the downfall of knife manufacturers as we know them, what with making them change their customer service policies to weed out moochers like me. :rolleyes:

My brother was tracing a door lock (scribing) onto a wooden door with the tip of his spyderco.... a feat that wouldn't ruin the tip of a sharpie pen. We both looked at each other when the tip fell off and laughed.

The Kershaw was on the seat of the work truck one moment, then it wasn't the next. I obviously swept it out of the truck getting in and out at some point, and the knife ended up on the roadway, and eventually was run over by somebody during the day. The damage to the knife was OBVIOUSLY due to my neglect, and had nothing to do with the manufacture of the piece.

Spyderco wasn't willing to back their gear up. Their knife failed performing a routine task and they would not address it to my brother's (or my) satisfaction.

Kershaw was under absolutely no obligation to do a damn thing about their knife. My actions led to it's utter destruction, not theirs. But you know what? They replaced the knife.

I didn't expect it. I certainly didn't "complain" to Kershaw. I felt no entitlement, and was not looking to take an "advantage". But to my amazement, they sent me a new knife. And as a result, I've bought dozens more of their products, and not one more spyderco.

My point is simple... some companies will go the extra mile. Some will go that extra mile even when they don't have to. They may send you screws or a clip or keep your knife sharp for you. Those companies' willingness to do so may earn them sales over other manufacturers in a very competitive marketplace.

Some companies, however, will not go to those lengths. They'll charge you for screws, clips, repairs that shouldn't be necessary. They may lose a couple sales here and there because of this practice, and not care one iota. Similarly, there are customers who have no problem paying for these parts and services and that's fine too.

I have no expectation for free parts. I feel no entitlement to extra services. There are firms out there willing to offer them up, though, and I am happy to support them with my business. If this sounds to you like I am "taking unfair advantage" of manufacturers, well that's up to you.

My apologies to you if this "attitude" of mine is ruining your experience with the knifemakers of your choice. BTW, a hearty "your're welcome" for minimizing the cost of your next spyderco.

Jazub, well done for recognizing an anecdote and its intended purpose.
 
jazub said:
Geeze, harsh. Things happen.

His brother snapped a tip. Who cares how? It happens. So he called the company whose name is on the blade to inquire about repairing it. There is nothing wrong with that. They quoted him their fees for the service and shipping. ok.

He accidentally dropped his Kershaw and it was run over by another truck. An accident. So he called the company whose name is on the blade to inquire about repairing it and they offered to replace it. Outstanding.

There is no entitled tone in Veliteius' post. It is anecdotal. One company clearly has superior customer service and he has decided to purchase more products from that company. No reason to get mad about somebody catching a break one time, in my opinion.
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I truly think people returning items that were broken outside the intended use are just like people who abuse insurance policies. Am I harsh for not wanting to pay for his run over knife or the one that snapped while not being used to cut?
 
Last I looked, you didn't pay for it, BS.

Last I recall, I never asked you to.

I posted an anecdote. You overreacted.

Take what you wish from my tale.
 
jazub said:
Geeze, harsh. Things happen.

His brother snapped a tip. Who cares how? It happens. So he called the company whose name is on the blade to inquire about repairing it. There is nothing wrong with that. They quoted him their fees for the service and shipping. ok.

He accidentally dropped his Kershaw and it was run over by another truck. An accident. So he called the company whose name is on the blade to inquire about repairing it and they offered to replace it. Outstanding.

There is no entitled tone in Veliteius' post. It is anecdotal. One company clearly has superior customer service and he has decided to purchase more products from that company. No reason to get mad about somebody catching a break one time, in my opinion.
Click to expand...

Velitrius said:
Yes, BS, people with my attitude are going to be the downfall of knife manufacturers as we know them, what with making them change their customer service policies to weed out moochers like me. :rolleyes:

My brother was tracing a door lock (scribing) onto a wooden door with the tip of his spyderco.... a feat that wouldn't ruin the tip of a sharpie pen. We both looked at each other when the tip fell off and laughed.

The Kershaw was on the seat of the work truck one moment, then it wasn't the next. I obviously swept it out of the truck getting in and out at some point, and the knife ended up on the roadway, and eventually was run over by somebody during the day. The damage to the knife was OBVIOUSLY due to my neglect, and had nothing to do with the manufacture of the piece.

Spyderco wasn't willing to back their gear up. Their knife failed performing a routine task and they would not address it to my brother's (or my) satisfaction.

Kershaw was under absolutely no obligation to do a damn thing about their knife. My actions led to it's utter destruction, not theirs. But you know what? They replaced the knife.

I didn't expect it. I certainly didn't "complain" to Kershaw. I felt no entitlement, and was not looking to take an "advantage". But to my amazement, they sent me a new knife. And as a result, I've bought dozens more of their products, and not one more spyderco.

My point is simple... some companies will go the extra mile. Some will go that extra mile even when they don't have to. They may send you screws or a clip or keep your knife sharp for you. Those companies' willingness to do so may earn them sales over other manufacturers in a very competitive marketplace.

Some companies, however, will not go to those lengths. They'll charge you for screws, clips, repairs that shouldn't be necessary. They may lose a couple sales here and there because of this practice, and not care one iota. Similarly, there are customers who have no problem paying for these parts and services and that's fine too.

I have no expectation for free parts. I feel no entitlement to extra services. There are firms out there willing to offer them up, though, and I am happy to support them with my business. If this sounds to you like I am "taking unfair advantage" of manufacturers, well that's up to you.

My apologies to you if this "attitude" of mine is ruining your experience with the knifemakers of your choice. BTW, a hearty "your're welcome" for minimizing the cost of your next spyderco.

Jazub, well done for recognizing an anecdote and its intended purpose.
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Well fellas, I do love bf and the conversations we have here. I always try to be cordial so if my tone is harsh, sorry. Sincerely.

But address the concept: don't you think its your fault if you left a knife outside and it got run over? I always felt return policies were to protect consumers from defective products, not to replace abused items. Do you really not see this connection to pricing? It costs them money to replace and fix things. If a knife was ran over it was abused. I'm not mad that Kershaw replaced it for you but disagree that you feel they should have to replace a knife you ran over. That's ridiculous to me and is an abuse of their great customer service and if more people continue it is logical they will either be forced to raise prices or change their policy.
 
Velitrius said:
My brother was tracing a door lock (scribing) onto a wooden door with the tip of his spyderco.... a feat that wouldn't ruin the tip of a sharpie pen.
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Okay, but you know what is going to be said here....right?

Without knowing you or your brother or the particulars of the situation, it does sound like the knife was defective and probably should have been replaced. Like I said, I wasn't there and don't know you like I do other members so I can't comment on the particulars other than to take your word.

Velitrius said:
My point is simple... some companies will go the extra mile. Some will go that extra mile even when they don't have to. They may send you screws or a clip or keep your knife sharp for you. Those companies' willingness to do so may earn them sales over other manufacturers in a very competitive marketplace.

Some companies, however, will not go to those lengths. They'll charge you for screws, clips, repairs that shouldn't be necessary. They may lose a couple sales here and there because of this practice, and not care one iota. Similarly, there are customers who have no problem paying for these parts and services and that's fine too.
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In the spirit of the other brand loyalty thread that was started, I have no brand loyalty. Whether a company hands out free knives or free clips doesn't really change my purchasing. What I do know is that sending out free stuff does have an impact on the bottom line. To think otherwise would be silly. It is sort of like insurance. Everyone pays a little more so they can correct mistakes or take "care" of customers who break stuff.

Benchmade is the classic company for this. Their stuff is expensive for what you get compared to other companies. That said, I do still own Benchmades and I do enjoy a free clip if I need one but I do know that I have already paid for it.
 
BS, you may be missing my point entirely.

I DO agree the damage to the Kershaw was entirely my fault. I thought I made it clear in my post above, such as this part:

"Kershaw was under absolutely no obligation to do a damn thing about their knife. My actions led to it's utter destruction, not theirs. But you know what? They replaced the knife.

I didn't expect it. I certainly didn't "complain" to Kershaw. I felt no entitlement, and was not looking to take an "advantage". But to my amazement, they sent me a new knife. And as a result, I've bought dozens more of their products, and not one more spyderco."

In no form or fashion did I feel that they should have replaced it. At all.

Do I see that my actions are somehow connected to the price of this piece? In no form or fashion do I see that. At all.

The phone conversation I had with the lovely lady at Kershaw began with me ordering another knife. When she heard the tale, she laughed like hell, and instructed me to send her the knife. When she told me they would replace it I was flabbergasted.

I told this tale to illustrate the difference between companies and their respective customer service. You seem to have decided that I am going to forever change manufacturers customer service policy for the worse, as I am no better than someone committing insurance fraud, and have somehow abused a company and taken advantage of their stellar reputation.

My original point, just to try to stay on the topic as it was started, is this: It shouldn't be too difficult for a knife company to send you a pocket clip, as there are companies that do it every day. And I don't think it is out of line for a customer to choose a company that is willing to do so over a company that is unwilling to do so.

Of course, this belief of mine isn't going to resonate with everyone. YMMV, I think the saying goes.
 
Gonna have to agree with the Spyderco's Warranties and CS not being as good as alot of others. I like Spyderco ALOT but if my experiance both WS and CS ain't at the top of their game. A big reason I own so many Benchmades is because of their OUTSTANDING CS and warranty. Really incredible. Spyderco did send me some free screws once though. Took me a week to get ahold of somebody though on the phone after trying daily. Never had that problem with BM. If they had the same warranty as BM I would have more Spyderco's. I have gotten SO much from Benchmade from their great services it's crazy. Love the ladies I talk to on the phone that always anwser and all the free clips,screws,boxes,sharpening, minimal cost blade replacements, fixing other issues, it's just really makes me feel secure using my Benchmades to their full potential. I don't blame Sypderco. It's fair what they do and ABUSING your knives and expecting them to get fixed for free isn't right but as said would love to have the same service that other companies provide and would own alot more if they did.
 
Velitrius said:
BS, you may be missing my point entirely.

I DO agree the damage to the Kershaw was entirely my fault. I thought I made it clear in my post above, such as this part:

"Kershaw was under absolutely no obligation to do a damn thing about their knife. My actions led to it's utter destruction, not theirs. But you know what? They replaced the knife.

I didn't expect it. I certainly didn't "complain" to Kershaw. I felt no entitlement, and was not looking to take an "advantage". But to my amazement, they sent me a new knife. And as a result, I've bought dozens more of their products, and not one more spyderco."

In no form or fashion did I feel that they should have replaced it. At all.

Do I see that my actions are somehow connected to the price of this piece? In no form or fashion do I see that. At all.

The phone conversation I had with the lovely lady at Kershaw began with me ordering another knife. When she heard the tale, she laughed like hell, and instructed me to send her the knife. When she told me they would replace it I was flabbergasted.

I told this tale to illustrate the difference between companies and their respective customer service. You seem to have decided that I am going to forever change manufacturers customer service policy for the worse, as I am no better than someone committing insurance fraud, and have somehow abused a company and taken advantage of their stellar reputation.

My original point, just to try to stay on the topic as it was started, is this: It shouldn't be too difficult for a knife company to send you a pocket clip, as there are companies that do it every day. And I don't think it is out of line for a customer to choose a company that is willing to do so over a company that is unwilling to do so.

Of course, this belief of mine isn't going to resonate with everyone. YMMV, I think the saying goes.
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Hey velitrius,

You DID explain you weren't entitled to a new Kershaw! :p Anyway, though we agree on some things, I appreciate that you have shown a lot of class in our disagreement. You are alright with the me! Thanks for the good conversation!

Those who disagree with me (enthusiastically but not being trolls) on BF are the most stimulating to talk to. Thanks buddy!
 
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