My Heart Broke A Little Today

[bikerector]

I wasn't talking about anything you said. I completely understand why they didn't cover it but I don't understand the reasoning some use. Just say "that's the nature of this lock we are sorry for the inconveniences.....here's a sticker. Have a nice day" or something along those lines. Or like you said offered at cost to fix it.

I guess I misunderstood what you were speaking as rhetorical vs non-rhetorical in your first paragraph, because what I stated directly addressed, "...that's an excuse to not honor your warranty or have good customer service." It wasn't a warranty issue so no need to warranty, but I guess that wasn't quite what you were stating about other people's statements and theoretical justifications. Double-negatives of sorts or something else got crossed.

I like this and I'll bet that for current product, no matter where produced, Spyderco has replacement parts. But one thing that most of the complainers about warranty work on this post ignore is the timing issue of the knife sale. If I send back a Sprint knife that is five years old for warranty work I'd be tickled to death if Spyderco could actually fix it, unless it was something small and the base model is still in their standard catalog of knives. Very few warranties go out more than a year or two for most products, and many are only 90 days give or take. The best thing a company can do is send the knife back with a sorry, no longer in production and out of warranty, and send a little $10 coupon off the next purchase of a Spyderco knife. Easy peasey!

From everything I can find, the police 4 is a current model, so they should have replacement parts even by your logic, which isn't much different from most of us thinking that it should of at least had an offer for repair. It's not a sprint. There is also current variations, like the police 4 lightweight, that likely share components (spyderco would know best, of course). If any were in the US, that would be a different story I suppose since it's a Japan-made model.

 

[mb>]

I'm actually wondering if the rate of wear has a lot to do with the really hard K390 on that knife.

I had the same question/thought. But why aren’t we hearing about this with Maxamet, which I believe is even harder?

The back lock is my favorite lock. I own many and have never had an issue. Interested to hear Sal’s thoughts on the Police 4 experiencing anything unusual.

 

[James Y]

It's possible that OP's original problem was something to do with his particular knife, as opposed to any inherent problems with the Police 4 design itself. Maybe he just got a lemon. Just the same, when the Police 4 lightweight comes out, I'm planning on waiting a while to see what the feedback on it is, before I decide on whether to purchase one or not.

The only Police models I own are all SS-handled models. None of the locks on those have had any issues.

Jim

 

[Brhowser87]

I guess I misunderstood what you were speaking as rhetorical vs non-rhetorical in your first paragraph, because what I stated directly addressed, "...that's an excuse to not honor your warranty or have good customer service." It wasn't a warranty issue so no need to warranty, but I guess that wasn't quite what you were stating about other people's statements and theoretical justifications. Double-negatives of sorts or something else got crossed.



From everything I can find, the police 4 is a current model, so they should have replacement parts even by your logic, which isn't much different from most of us thinking that it should of at least had an offer for repair. It's not a sprint. There is also current variations, like the police 4 lightweight, that likely share components (spyderco would know best, of course). If any were in the US, that would be a different story I suppose since it's a Japan-made model.

That's my fault. I wasn't clear. It's hard to convey tone over text. Sorry for the confusion.

 

[NWPilgrim]

I wasn't talking about anything you said. I completely understand why they didn't cover it but I don't understand the reasoning some use. Just say "that's the nature of this lock we are sorry for the inconveniences.....here's a sticker. Have a nice day" or something along those lines. Or like you said offered at cost to fix it.

Yes, and if the lock bar is a known wear part then all the more reason spares should be made for the inevitable repairs needed. Not every part necessarily needs to be made for spares (that would be great), but at least the normal wear parts (locks, washers, springs, pins) and the easily lost or damaged parts such as screws and clips.

I agree that the warranty, repairs and parts could be restricted in some manner for sprints or market test models and that should be stated clearly and the prices reflect the savings. Standard production models should have good planned logistics support for repairs and parts for sale. This sets up a great opportunity for additional CQI: simplification and standardization of parts where it does not compromise overall design, improvement of parts that wear or break most frequently, improvement of warranty and repair communications and procedures, etc.

 

[Brhowser87]

Yes, and if the lock bar is a known wear part then all the more reason spares should be made for the inevitable repairs needed. Not every part necessarily needs to be made for spares (that would be great), but at least the normal wear parts (locks, washers, springs, pins) and the easily lost or damaged parts such as screws and clips.

I agree that the warranty, repairs and parts could be restricted in some manner for sprints or market test models and that should be stated clearly and the prices reflect the savings. Standard production models should have good planned logistics support for repairs and parts for sale. This sets up a great opportunity for additional CQI: simplification and standardization of parts where it does not compromise overall design, improvement of parts that wear or break most frequently, improvement of warranty and repair communications and procedures, etc.

Yes very well stated. I guess I'm not a big fan of excuses. Just tell it how it is.

 

[ferider]

So let me get this straight. By some of the logic I've read here....... because a company produces a bunch of models, in a bunch of steels, in a bunch of countries, in a bunch of factories they don't own, with a bunch different random parts that's an excuse to not honor your warranty or have good customer service.

That's not how the argument went, nobody here gave excuses to Spyderco. It goes like this:

1) recognize that Spyderco customer service s*cks.
2) Stop or continue buying their products. I have continued, as I maintain the knives myself.
3) Not sure if yours truly would pay an additional - say - $20 per knife, for better CS that he doesn't need.

Roland.

 

[blame it on god]

I realize that if I damage a sprint or exclusive I'm S.O.L. And that is why I'm willing to beat my Sebenzas. Customer service for CRK is among the best out there.

But not covering a standard production knife that is a year old is quite unsettling.

 

[Brhowser87]

That's not how the argument went, nobody here gave excuses to Spyderco. It goes like this:

1) recognize that Spyderco customer service s*cks.
2) Stop or continue buying their products. I have continued, as I maintain the knives myself.
3) Not sure if yours truly would pay an additional - say - $20 per knife, for better CS that he doesn't need.

Roland.

I think their prices leave plenty to maintain a decent customer service. I don't think aprice increase should be necessary.

 

[ferider]

As a side note: if you ever have swapped blades between Spyderco back-locks, you'll notice that the lock is adjusted to the blade, no two locks are identical. I'm guessing that in this case, Spyderco CS refused to do that (spare part available or not).

Then again, I really love my P4s, such unique knives, rusting "stainless" liners and all (try to get a fix for that ...). And I flick them, but only in use, not when watching TV.

 

[sv4]

I am venting here because my wife and kids just don’t get it...

I am a big Spyderco fanboy. I have owned at least 18 Spyderco knives and considered Spyderco my favorite all around brand.

I have never had a real problem with any of them until recently. My K390 Police 4 had developed what I would consider serious up and down lock rock. It is bad enough that you can hear a clicking when I rock it and there is substantial movement. My research indicates that this is an issue experienced by others. It started slight and developed into very noticeable.

The strange thing, for me at least, is that it never left the house and has only seen kitchen duty and some box cutting and a lot of opening and closing. So I decided, for the first time ever in my life to send a knife back for warranty.

This was about 9 days ago. Yesterday I received a UPS email saying I was getting a package today from Colorado. Kudos for the quick turnaround!! Though I knew what was coming I was still excited to come home to my repaired police 4 today.

When I got home after work and opened the box my heart sank. There was a form letter basically stating it did not qualify for warranty repair or replacement.

Wow. I really had a lot more faith in Spyderco based on all the great knives I have owned and all the great stories I have heard. This experience has really bummed me out.

I’m still going to buy Spyderco because I like them so much, but I am going to pay a little more attention to reviews, especially those that point out issues. Until now I just assumed if there were problems they would take care of them.

Am I wrong to be upset? I have and have owned a lot of back lock knives that never had this problem. Most of which cost a lot less than the Police 4.

What’s the point of this post? Mostly just venting to a community that understands the passion of owning a knife.

Thanks for listening.

I have a pretty old SS serrated Police (yes the scary looking one) and a newer Police 3 with G10 scales. Neither have any lock rock. I wonder if this is a problem specific to Police 4?

My only experiences with Spyderco's W&R were replacement of lost screws & a pocket clip, which they were quite happy to mail internationally free of charge. Though once, they asked me for photos of my Persian with the missing screw. Touch wood, never developed any lock rock issues with my Spydies yet.

 

[kb14mb]

I think that great customer service goes a long way. This is far from that. I have sent a knife to Benchmade that couldn't be repaired and they gave me a voucher of greater value. I sent a email to Kubey and without even sending the defective knifeCracked g10 scale) back they mailed me a new one free of charge. Very sorry to hear your experience.

 

[Yimes]

There is a lot of good discussion going on here and while I did not expect this to happen when I posted I appreciate all the posts here. To be fair I would like to post a video I just shot. It is horrible quality but it does capture the sound the play makes. I think it’s only fair to Spyderco to post it because if I’m wrong about my disappointment I don’t want to be responsible for giving them a bad rep over something that maybe isn’t a big deal.

The problem is I have no clue how to post a video here. I tried direct but I get a size error. (It’s only 9 seconds long) I tried Imgur but there is no sound. If someone can give me some guidance I would like to post the video.

 

[Fonedork]

There is a lot of good discussion going on here and while I did not expect this to happen when I posted I appreciate all the posts here. To be fair I would like to post a video I just shot. It is horrible quality but it does capture the sound the play makes. I think it’s only fair to Spyderco to post it because if I’m wrong about my disappointment I don’t want to be responsible for giving them a bad rep over something that maybe isn’t a big deal.

The problem is I have no clue how to post a video here. I tried direct but I get a size error. (It’s only 9 seconds long) I tried Imgur but there is no sound. If someone can give me some guidance I would like to post the video.

Upload the video to YouTube and post the link here. If you have a gif on imgur you can post it as an image link here and it should animate.

 

[Yimes]

Here is a video. It is really bad quality but the sound represents the issue I am having and the reason I sent it back.

I am not trying to fuel a fire but since this thread has generated a lot of good discussion in think it’s fair I post this for you all to decide if I am being unreasonable in wanting this fixed.

Hopefully this works. Sound is key to appreciating the issue so turn up the volume.

 

[sgt1372]

Sound is key to appreciating the issue so turn up the volume.

Is that the sound of the play in the blade?

Hard to believe that anything you did w/it in "normal" use would cause that; did it come that way?

None of the lockback Spydercos that I own, old or new, used or unused, have any play at all.

So, I'd say you have a very justified complaint and (even if you did abuse the knife in some way and I'm not saying that you did) they should just give you a new knife, if for no other reason that just for "goodwill" which goes a long way in enhancing a company's image. Seems a small price for the company to pay in this regard.

I'd suggest you send Sal a PM w/the video (or a link to it) attached, so that he can see and hear it for himself. Nothing to lose even if he doesn't reply or acknowledge the problem but, from what I've seen here in the past, Sal is pretty responsive to warranty complaints posted on this forum.

 

[Yimes]

That is the sound of the blade when I rock it up and down. Obviously this was close to the phone camera/microphone but it is audible by ear as well, just a little less loud.

It did not come that way. I noticed it developed about 4 months ago and it has gotten worse. Which is interesting because I rotate knives quite a bit so no one knife gets daily use, especially this one.

I am effectively a city dweller and hard use has never been a real option for me.

Thanks for the suggestion.

 

[sv4]

Here is a video. It is really bad quality but the sound represents the issue I am having and the reason I sent it back.

I am not trying to fuel a fire but since this thread has generated a lot of good discussion in think it’s fair I post this for you all to decide if I am being unreasonable in wanting this fixed.

Hopefully this works. Sound is key to appreciating the issue so turn up the volume.

That sounds bad. Try to email Charlynn at customerservice@spyderco.com, attaching the video and explaining the situation. As I am not in the USA, my communication with Charlynn has always been via email, and she responded quickly each time.

 

[RickyBobby]

Disappointing CS from Spyderco.
I've been waiting for the Police LW to be released, I am going to pass. Wasn't aware of the lock geometry issue.
I have been carrying a Pacific Salt exclusively at work for the last five years, residential seawall costruction, use it daily and it's been exposed a bunch to abrasive aggregates with no effect on the lock. My other back lock Spydies, Tasman and Stretch are also solid.
Not sure how I feel about this, part of the appeal of buying American is the perceived superior customer service.

 

[kreole]

I buy Spydercos with the presumption there is no warranty. If it's not worth the price, then I don't buy it. Since MAP tax, I haven't bought many...

I ran into my own warranty problem years ago with a Caly 3.5. This was back when they didn't warranty anything disassembled, so that was part of it. Cleaning the knife, I saw a pretty deep groove, one single track, on the pivot pin where the blade rotates. Asked on the forum if I should worry and got responses showing it was a problem the company had fixed under warranty before with suggestions to try contacting customer service. Sent some close-up pics in an email. The reply:

The marks are not normal but taking the blade out (which does void the manufacture warranty) can cause thing to shift a bit and perhaps now the blade is not located exactly where it should be. I've never seen that happen before so I'm not really sure how to be of much help.

Thank you & have a great day.


Charlynn

Spyderco

Customer Service/Warranty/Repair