Kinda mad at warranty

rgoonis

rgoonis

Joined
Dec 21, 2008
Messages
204
Dropped my manax 2 off at warranty 4 and a half weeks ago to get the plastic piece replaced for my lock. I can't get ahold of anyone in warranty and they won't return my calls. Not sure what to do. I think a month should be enough time to make the repair. Has anyone else have issues or an I being inpatient.
 
I'd give it a week or two longer before contacting them but that's just me.
 
For Spyderco, this is unusual. In my experience with them, the total turn around time was 18 days. They are a great company that doesn't act like your pestering them by a) buying their products 2) value their products so much, you want to make sure its not lost in the process. Cold Steel (in my experiences) never honored a single warranty problem that was super obvious. Check in with confidence. An email takes a minute or two. Coincidentally, a company could lose a customer to Ganzo in the very same timeframe. Go figure.
 
I can understand taking several weeks to complete warranty work if they're very busy (they have a very small warranty team I believe), but not communicating with a customer is not good business practice. I'd be frustrated too.
 
Just a thought- Around here August is the month to take a vacation so things slow down a little at work.
 
There hasn't been one time I called that I didn't speak with someone. When you called did you speak with anyone?? Every time I have called them I spoke to someone.
There was one time I sent something in and forgot to put the note I wrote in the box.
Realized it 3 weeks later and it turned out that Charlynn had the package on her desk waiting for this dummy to call!!
Always received excellent service from Spydie.
Good luck.
Joe
 
I have never called Spyderco and NOT talked to someone. Are you emailing them or actually calling them? I never email them.....I always call and I always talk to a real person and they are always helpful. Not saying you're wrong at all. Anytime I send a knife back in for anything I always expect to be without it for 2 months.
 
I don't know who all of you are talking to or what department they are with but my experience with W&R was nothing like that. My experience with W&R involved a terrible game of phone tag. I called 25 times over a three day period during business hours and not once did a person in W&R answer the phone. Everything else about my W&R claim was handled well and I think they went out of their way to satisfy me, but communication was a big problem. I ended up using email because phone communication was almost impossible. I didn't have any problems contacting other representatives and they have always been very professional and helpful. It is a shame that W&R can't provide the same standard of communication.
 
Something to bear in mind. As hard as it is for us to believe, Spyderco is a small company. The last I heard, their US payroll was less than a hundred people. They don't have a Warranty and Repair Department per se, they have Charlynn. She IS the department. Every time you or anyone else sends a knife in, it goes to her. Every time you or anyone else calls for W&R, the call goes to her. Try for a moment to imagine just how busy she is on any given day. Maybe you would be happier if they hired her a dozen minimum wage flunkies to do all that work without caring how any of it turned out, but that's not how they roll. Personally, I'm happier knowing that someone who really cares is working on it. If I have a hard time getting to talk to that person, I try to remember that I'm only one of hundreds or even thousands of customers vying for her time.
 
yablanowitz said:
Something to bear in mind. As hard as it is for us to believe, Spyderco is a small company. The last I heard, their US payroll was less than a hundred people. They don't have a Warranty and Repair Department per se, they have Charlynn. She IS the department. Every time you or anyone else sends a knife in, it goes to her. Every time you or anyone else calls for W&R, the call goes to her. Try for a moment to imagine just how busy she is on any given day. Maybe you would be happier if they hired her a dozen minimum wage flunkies to do all that work without caring how any of it turned out, but that's not how they roll. Personally, I'm happier knowing that someone who really cares is working on it. If I have a hard time getting to talk to that person, I try to remember that I'm only one of hundreds or even thousands of customers vying for her time.
Click to expand...

Yab, I know that is the case and I did appreciate how they worked with me. On the other hand, hiring ONE more person to work in W&R would near double their capacity to deal with customers and provide substantially better communication. I thought that I heard some time ago that they were training someone to work with Charlynn, but I could be wrong on that. I really hope that I'm not wrong because it seems that she could use the help.
 
Just chiming in to say the total turnaround time was around 3 weeks for my 4 knives I sent in for sharpening. With that said, it was earlier in the year, and no repairs had to be done.
 
To share my experience,

My email was always responded by Charlynn nicely, even though it was about a 'lowly' Cara Cara. I appreciate the attention I get, being overseas, calling would be too costly.
 
rgoonis said:
Dropped my manax 2 off at warranty 4 and a half weeks ago to get the plastic piece replaced for my lock. I can't get ahold of anyone in warranty and they won't return my calls. Not sure what to do. I think a month should be enough time to make the repair. Has anyone else have issues or an I being inpatient.
Click to expand...

That sucks bro. I feel yea.

I don't think people realize though that Spyderco is run by only handful of people.

It's a small crew

That's what keeps the quality and imagination very high.

And the cost to the consumer low.

But warranty takes a hit

Other companies need a small army to run there warranty department
That definitely drives up the cost per knife.

It's a trade off.


I'd say it is definitely worth the wait.

Just be patient my friend

:)
 
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