Kershaw -VS- Spyderco Customer Service

Here are my personal experiences with different customer service depts. Called Kershaw to order new torsion spring for my Leek. They sent me two for free. Called Kershaw to order new pocket clip for my Leek. They sent me a new one free with screws. Called Benchmade to order a new pocket clip for my 710 since my original one was looking like crap being all scratched up. They sent my a new one for free with screws. Called Spyderco to order new pocket clip for my Endura since my original one was looking like crap being all scratched up. The lady at Spyderco said "That will be $7 sir. How would you like to pay?"
I know none of these were warranty issues but it shows how far some companies will go to help out a customer. Sometimes it's the little things that make a difference. :)
 
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The only CS interaction that I've had with Kershaw, dealt with just getting a catalog and some decals, which they sent out promptly and at no cost to me(which Spyderco does as well). I find this one experience pretty outstanding so far, as well as the three top notch ZT knives that I've gotten within just the past couple of weeks.

I've been a Spyderco fan for 10+ years and have had to deal with their CS on not even a handful of occasions and EVERY time they went above and beyond to take care of the situation. I noticed that there were certain items in OP's original post that were not highlighted......."The $5 return shipping fee will be returned if the knife is covered under warranty.....as well as, the $20 repair fee, IF NEEDED, is for knives NOT COVERED under warranty." The fees that Spyderco has mentioned should only be a concern if you've done something to void the warranty on your knife, such as disassembling it or abused it in some way.

I, for one, will continue dealing with Spyderco and now with Kershaw since getting into their Zero Tolerance line of knives, because I know that both companies do their best to take care of their customers.

YMMV
 
I have never needed Spyderco customer service, but have used the sharpening service. It was professional and uneventful.

I have used Kershaw's customer service and it is as good as you say. I would go so far as to say it compares favorably with any consumer goods manufacturer I have ever dealt with.

I emailed Benchmade twice and they couldn't be bothered to reply.
 
Spyderco most definitely treated me right when I broke the tip off my Delica with metal handle. They redid the tip, sharpened it and sent it back, no questions asked. Both companies make fantastic knives.
 
Broke my pocket clip on my Spyderco Delica. Called them up and asked if I could purchase a new one and they said it will cost me $8 for a new one. Called Kershaw up because I broke my pocket clip on my ZT0350 and asked how I could purchase a new one. They sent me two for free with all the necessary screws.

Not really warranty issues, since both were my fault, but Kershaw really stands out for their customer service to me and sometimes that little bit is enough to make some people choose between companies.
 
Never used spyderco cs, but Kershaw just blew me away, super nice, always helpful, never charge for trivial things.
 
harleyguy02 said:
I think Strider could learn a thing or two from both companies ��
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Bwahahaha - someone had to say it.

This thread doesn't make me want to buy a Spyderco or Kershaw any less than before. I've had bad customer service from great places and it didn't stop me from buying from them in the future - everyone has an off-day.

If it's repeated enough, everyone is talking about it and you don't have a mix of folks with good/bad experience on threads like this - it's pretty much all bad (and those are the places I stay away from).
 
Don't get me wrong, I love Spyderco, but I got some crappy CS from them. Took over a week to get ahold of them. I called 4+ times, no answer. I left a VM each time. Never got a return call. E-mailed, and got a response that is identical to the OP's and it took over a week to get that response. Pretty crappy if you ask me. Oh well.
 
I've never received a defective knife from Kershaw/ZT to date.

I've had a few defective out of the box Spydercos. It's just what happens when you work with human hands I guess. Their Persian, Sage 2, and Leafstorm models all came with gritty action and/or wonky lock-up. I sent it in with the 5 bucks, and got a brand new knife. Yeah if it was a 30 dollar tenacious, trust me, they wouldn't charge you for it even if you broke it yourself. The attitude at Spyderco is "send it in, we'll take care of it".

Kershaw really bends over backwards for their customers and doesn't do anything without customer feedback in the first place. I think their attitude towards the knife game is customer retention, not clever marketing, or "tactical" boasting of any sort. Most people hopping on this ZT/Hinderer collabs have probably been long time Kershaw fans already and stayed onboard due to their generosity. I had a drawer of broken throwaway leeks, I got ALL of them fixed (you really ought not to be cutting cardboard everyday with one of these anyway) for free, no shipping, brand new knives back.

Emerson's customer service is really good too despite making hit or miss knives IMO, it's just that their return shipping costs 15 bucks!

Most companies have their customer service figured out, Kershaw just is one of the top 3 out there. Benchmade is ridiculously easy, I just mailed back a 520 with a at-fault broken blade, brand new blade got put on, sent back, I scribbled BLADE on a receipt and sent it in haha. Wonderfully vague but I think as long as the customer service department of any brand understands that they are the direct lifeline between losing and keeping customers, they'll all do fine!
 
Kershaw has won me for life with their CS.

I had (and still do) an old Storm that I broke the tip off of. I didn't drop it, but I was cutting something with a small "prying" force. I called Kershaw to see if they could repair it since they had stopped making them and I couldn't find a replacement. I told them that I would pay for the repair if it was possible.

The CS representative told me that she was able to find a BRAND NEW one and they'd ship it straight to me, FREE OF CHARGE. I didn't pay for shipping or anything. When I asked her where she wanted me to send my old one, she told me that I could do whatever I wanted with it.

I ground the tip down and rounded it off into a "safety blade" for emergency use, and now I have two blades.

I will NEVER stray from Kershaw as long as they keep their CS at a 10 like that...
 
I have sent Spyderco four e-mails over a period of several days, and they are simply ignoring me. Not too sure what to think of it - I love the knives, but now that I have a problem with one, not so sweet anymore.

Never been mistreated by KAI - they know what they are doing.
 
Rav3n said:
I have sent Spyderco four e-mails over a period of several days, and they are simply ignoring me. Not too sure what to think of it - I love the knives, but now that I have a problem with one, not so sweet anymore.

Never been mistreated by KAI - they know what they are doing.
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Read your other thread. They aren't ignoring you...oh please.
 
If this were just a Kershaw thread, it would belong here. But as long as we're commenting on more than just Kershaw, it's off to FEEDBACK we go.
 
I have updated my other thread also. They replied and made it good - no problems.

I apologize - I realize saying the are ignoring me is a bit ignorant - I should have know better. I'm sorry. :(

In conclusion, both companies discussed here have treated me well.

Thank you.
 
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