Lock Stick on Para-Military 2 & Spyderco Warranty Fail

While I don't exactly care for the return shipping fee and "disassembly voids warranty" stipulations, its not my company and Spyderco reserves the right to determine consumer service policies as such.

I imagine other companies with "less hassle" customer service departments build these operational expenses into their wholesale pricing, then correlate QC precision to their warranty return expenditures as a check and balance....allowing adjustment of product price points accordingly.

Objectively, it's rather easy as a consumer to determine any given manufacturer's warranty parameters, reviews, and general reputation prior to purchase.
 
My Yojimbo2 had a sticky lock when I first got it. Took me about a month or so for it to wear in and in the mean time, I had built up a decent callous on my index finger where I closed it. So far the only thing that is troubling me is the lockbar is slowly moving to the right and is getting closer to 100% lock-up. It started around 30% a year or so ago and now it's up to around 80%.

My first PM2 was absolutely perfect with regards to the lock and stickiness. Could easily open and close it no problem.
 
"Check out my blog: http://www.start-up-survival.com/
Ok, this has been bothering me enough that I finally bit the bullet and sent it back to Spyderco. I bought this knife last summer, and thought the lock stick would diminish with time but it has not. It's so bad that I never carry the knife. I contacted Spyderco and was disappointed by their initial response. Instead of focusing on making the customer happy, they started out by telling me I had to pay them more money! They requested I include $5 for return shipping, and might have to pay $20 if this isn't covered under warranty. Not the way I would envision ideal customer service, and a far cry from my experience with SOG/Kershaw warranty service. But actions speak louder than words. Hope to get this beautiful knife back in a month good as new. Off to the post office!"

I've sent in a couple of knives and they were taken care of. The $5 check, they don't cash unless the repair isn't covered under warranty and in your case, that sticky lock should be covered. Spyderco's warranty dept. is a one person operation for the most part. Her name is Charlynn and she'll take care of you. It seems that you received a standard copy and paste response which includes stipulations such as the $20 fee which I'm sure does not apply to you.

I've had a couple of sticky PM2's, not as bad as yours though and they worked themselves out over time. As for yours, like you, I'd send it in.

I'm guessing that a firestorm may ensue from the company flamers. All I have to say is, there is a lot more to like about Spyderco as a company than to not like and there is no perfect company. I'm quite certain that they will make this right.
 
J_Curd said:
While I don't exactly care for the return shipping fee and "disassembly voids warranty" stipulations, its not my company and Spyderco reserves the right to determine consumer service policies...

...Objectively, it's rather easy as a consumer to determine any given manufacturer's warranty parameters, reviews, and general reputation prior to purchase.
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I have the Spyderco warranty in front of me.
It doesn't actually say disassembly voids the warranty, but it does say that damage caused by disassembly will.
Agree 100% with that. Even though it is just a knife, not everyone is mechanically inclined and why should Spyderco be obligated to put your bag of parts back together or replace parts that you damage due to your own incompetence free of charge?
 
cncpro11 said:
why should Spyderco be obligated to put your bag of parts back together or replace parts that you damage due to your own incompetence free of charge?
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Well for the sake of good customer service, I would say. But of course if you really damage your knife by taking it apart, then they would be perfectly in their rights to charge you for fixing it, but I really want to start seeing better customer service in the knife community. If a reputable manufacturer sells a knife (doesn't matter if it's purchased directly from the manufacturer or though a dealer, a product is still a product), they should back that knife up. If there is any issue that is not the fault of the user, then the company should bend over backwards to make it right.
 
MrPres said:
Well for the sake of good customer service, I would say. But of course if you really damage your knife by taking it apart, then they would be perfectly in their rights to charge you for fixing it, but I really want to start seeing better customer service in the knife community. If a reputable manufacturer sells a knife (doesn't matter if it's purchased directly from the manufacturer or though a dealer, a product is still a product), they should back that knife up. If there is any issue that is not the fault of the user, then the company should bend over backwards to make it right.
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What the heck knife companies do you buy from?
I tried watching the vid but all I got was this kid is boo hooing cause Spyderco asked for $5 for return shipping and there may be a charge if the knife isn't covered, which by the way, the kid so much as admitted he tried to fix himself because youtube said he could, which means he has absolutely no idea what he is doing!
As far as I am concerned, he voided his warranty and Spyderco should charge him for repair.
 
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StartUpSurvival said:
What's your experience with Lock Stick on the Para-military 2? Who is your favorite company for customer service?

Check out my blog & Vid
[video=youtube;a11SOk0JrPM]http://www.youtube.com/watch?v=a11SOk0JrPM&feature=youtu.be[/video]
http://www.start-up-survival.com/
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Never ran into lock stick with the PM 2, and reports of them are quite rare and consistent with typical isolated production issues on most modern folders, regardless of manufacturer.

It's very hard to beat the great custom service and customer relations of Benchmade [lightening fast turn around times, broad scope of work, low fees, helpful product testing videos, and responsive customer service department]. That being said, almost every reputable manufacturer will take care of your problems for about the same price and turn around time [2-4 weeks is typical; $5-$10 in total fees most of the time].
 
Had it for a year? Be glad knife companies are kind enough to repair and/refurbish knives that have been owned so long. You knew about the problem the entire time and suddenly decided to fix it a year later and were angry at disclosure of possible charges? :rolleyes:
 
cncpro11 said:
I have the Spyderco warranty in front of me.
It doesn't actually say disassembly voids the warranty, but it does say that damage caused by disassembly will.
Agree 100% with that. Even though it is just a knife, not everyone is mechanically inclined and why should Spyderco be obligated to put your bag of parts back together or replace parts that you damage due to your own incompetence free of charge?
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Very well said and I completely agree.

Never had any experience with Spyderco's customer service. Personally, I've found Benchmade's customer service to be top notch.
 
I suspect somebody isn't aware the world isn't going to handle 100% of their issues with complete satisfaction.

Where does this rate in the big picture? Will I get my $1,800 back from Fram filters for letting my engine blow up, and almost killing it's replacement? Haven't got it yet.

The clerk at JCPenney entered my zip code wrong, I've been charged $35 a month for three months because I never got the bill in a timely manner. I had to go online to fix it, GE Credit ignored my instructions. I've written a letter with no response. I have had to pay an additional $105 for a $67 dollar suit, and don't expect to get a dime back.

I bought a Buck Strider, the cheap one in 420 and FRN, it's a piece of junk, and neither the vendor or Buck seem to be particularly willing to admit it.

Life happens, we get dealt bad deals on occasion, you live with it, learn, and move on. Sometimes they are self inflicted, some times they are deliberate scams, some times they are simply an education that one's expectations can't be satisfied in reality. Whether you are "right," or not.

The lesson to take away regardless is that however much research that may go into the reputation of a company and it's products, it's still possible to get one that isn't good enough for you, and that's life.
 
@tirod3 The world isn't going to handle 100% of my problems? Thanks for the lesson! I thought we were talking about knives here? I'm comparing Spyderco's initial customer service response with those of other companies. Apples to apples :) For everyone else, Spyderco is my favorite knife company. I have bought more from them than anyone else, and I doubt that will change. I'm just saying I was surprised by the initial reaction to my warranty inquiry.
 
I'd say a year is plenty of time to let the knife break in and have this sort of thing sorted out. A year certainly isn't a long time to own a knife and I wouldn't think Spyderco has some crap 90 day warranty covering their knives. To be asked to cover return shipping on top of a possible repair fee? Come on.
 
crom said:
I'd say a year is plenty of time to let the knife break in and have this sort of thing sorted out. A year certainly isn't a long time to own a knife and I wouldn't think Spyderco has some crap 90 day warranty covering their knives. To be asked to cover return shipping on top of a possible repair fee? Come on.
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Come on. Read my first post.
 
Spyderco will take care of you, don't worry about it. As far as the money goes for shipping it probably has to do with you being outside the U.S. but I could be wrong, I've only had to send one spyderco knife in for warranty work, I wasn't aasked to send any money with the knife or pay anything etc. I got the knife back in about 6 weeks I believe and she was GTG. There is a reason Sal is so repected in the knife community and it's not because he does people wrong, and before the comment is made no I am not a fan boy.
 
cncpro11 said:
I have the Spyderco warranty in front of me.
It doesn't actually say disassembly voids the warranty, but it does say that damage caused by disassembly will.
Agree 100% with that. Even though it is just a knife, not everyone is mechanically inclined and why should Spyderco be obligated to put your bag of parts back together or replace parts that you damage due to your own incompetence free of charge?
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Quote Originally Posted by TazKristi

Disassembling a Spyderco voids the warranty. Period. There was a question about this being a "myth". It is not a myth. It does not matter if you don't break anything when you do it. If we can tell that a knife has been disassembled (whether it's a FrankenSpyder or not) the warranty is technically void. We manufacture knives with all screw construction not because we want you to take them apart. We do so, so our Crew can take them apart for maintenance and repair. I'm sure there might be some other questions, but bottom line, if you take your knife apart, the warranty is void.

Italics is from TazKristi. I am not against disassembly. I have taken some Spyderco's apart. If I have to send them in for warranty I know it will may cost me $25 dollars.
 
Spyderco is a good company. Yeah it might seem weird when they say those things in the initial response, but there are reasons. First, it really is a one person show, and she does good. Second, they don't always charge or cash the check. I think you reacted poorly and on the wrong stage.
 
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