My WORST experience in Customer Service...........

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blade4sell

blade4sell

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Spyderco really needs to take a 2nd look on how they provide Customer Service. I have over 200 spyderco in my collection, not because of their customer service. First of all, it takes them over 1 week to respond to your email. My first time sending an email to Spyderco, took them 2 weeks. Try calling them, they promise to send me some spare copper washers like 3-4 months ago but never did. If you can't do it, don't agree to it. I contacted them 3 times and each time same explanation. It maybe lost in mail or did I threw it away by mistake. Really?

I send one email to KAI...for my ZT 560 got a respond email withn 48 hrs ( needing a complete set of screws & pivot) within 10 days it is delivered to my door FREE. Did not even ask me why I needed these new screws.

I send my knives Benchmade to LifeSharp, with my credit card number....two weeks turn around time, I got all my knives back, pocket clip replaced, thumb stud replaced, sharpened, screws replace and did not even charge my credit card. Never did BM miss a beat.

I email Spyderco, took the 2 weeks to respond to my email. Asking WHY i need the washer. Why? because I only have one! Because the pre-owned knife I purchase only has one. Like many, people like to disassemble their knives for cleaning and maybe they lost one. So after explaining, Spyderco promise to send me some washers. To date, nothing. Contacted them again multiple times, It's been over 4 months and nothing. I end up savaging one from another knife.
 
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Well that's not good and is shocking to me as that has not been my experience at all. Every time I have called for parts I have received them promptly. The most recent, a few months ago, I requested a replacement screw on a Saturday and received it in the mail (Colorado --> Texas) on Monday free of charge. Has this issue been your only experience with Spyderco customer service? I would be disappointed and upset too if that happened to me. Calling them "THE WORST in Customer Service" seems a tad overstated, but I'm sure that forum equivalent of arm waving will get the attention deserved. Looking forward to hearing Spyderco's response.
 
Funny. I had to make a royal pain in the ass of myself to get them to send me washers. Fortunately for me, I enjoy doing that when I encounter very poor customer service (Achoo...Medford!). Because of my experiences with poor Spyderco customer service, I've stopped buying their knives altogether.
 
91a2jettavr6 said:
Funny. I had to make a royal pain in the ass of myself to get them to send me washers. Fortunately for me, I enjoy doing that when I encounter very poor customer service (Achoo...Medford!). Because of my experiences with poor Spyderco customer service, I've stopped buying their knives altogether.
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So why are you even on their forum. Just to spread your negativity?
 
I'm moving this thread to Feedback as we're not talking about Spyderco CS anymore. Keep it civil going forward.
 
No. Was watching people compete and fight over the forum knife. I found it amusing. Too bad Taz didn't ;) . Anyway...moving on now. Don't want to get into any more back 'n forth. Enjoy the thread!
 
The ZT forum experienced alot of negativity lately and the mods decided theyve had enough. They put up a sticky: http://www.bladeforums.com/forums/s...-You-Post-in-the-Kershaw-Zero-Tolerance-forum

I wouldnt be surprised if Spyderco follows suit. Complaining about missing washers from a second hand purchased knife when warranty guidelines states that opening a knife voids the warranty. I may not agree with that, but it is stated.
 
Just chiming in to share my experience with them, which has been pretty much the complete opposite. My first experience was with my Yojimbo2, which had a clip screw that wouldn't catch the threads. I emailed them about it and in about a week or so I received a package in the mail with 4 or 5 clip screws, all loc-tited and an apology that it took so long to send.

Next up was a Techno that had a rattling spacer and when I attempted to fix that, stripped the screw. I emailed back and forth with Charlynn and sent in the Techno. 2 weeks later got my Techno back with a used screw but it worked and I was more than happy. Charlynn told me that they didn't have any Techno specific screws since those would all be in Taiwan but she was able to track down one that fit. Top notch in my books.

And lastly, was a Jester G-10 Sprint which started developing rust on the lockbar, the screws, and the screw threads. Again, an easy fix of sending it in to Spyderco and then a short wait (probably 3 weeks) before I got it back, free of rust, as well as a form letter stating they were happy to see that I had been putting my knife to good use. They couldn't figure out what had happened to cause the lockbar and other stainless pieces to rust but fixed it up and now I keep all the metal parts oiled and haven't had any more problems.

Additionally, the longest I have had to wait for a reply was the weekend since I sent an email around 9pm PST but got a reply Monday morning. I would not hesitate to deal with Spyderco Warranty whatsoever.

Also, I am in the same boat as FCM154 here. From what I have seen, estateforlife seems more than willing to snap up a knife at a discount and then turn right around and sell it here on bf, as well as nitpicking tiny details on the great deals he gets. Not someone I would want to deal with.
 
Invective said:
From what I have seen, estateforlife seems more than willing to snap up a knife at a discount and then turn right around and sell it here on bf, as well as nitpicking tiny details on the great deals he gets.
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I had no issues selling to Estate4life for the price I WANTED. Discounted or not. What he does with it is a individual's own business.

However I will agree I've noticed him snatching knives up, and reselling them at a mark up days later sometimes a week or two. Alarmingly I also noticed him posting Paramilitary 2's for sale with a mark up, specially when adding scales... days after a dealer had them up in stock (for regular~ prices).
Not about to track down every fleabay scale/knife sale, or every date a dealer had PM2's in stock.
Personally Estate4life, if you are profiting from this forum. Do the right thing and get dealer membership.

Lastly to add the topic:
My experience has been a mixed bag with Spyderco. I've decided to liquidate all my Spyderco Knives recently due to the mixed customer service and in major part the recent thread regarding customer service blaming the customer for obvious factory defects. My three next knives were slightly higher Spyderco's but that changed now instead I got a 2nd benchmade gript 2013 shot show. Getting a ZT, still debating on a 2nd ZT 561 or the newer ZT 801. And saving up for some other things.

When I spend a chunk of change on a knife, I expect polite, and fair customer service anything more is icing on the cake and while very much appreciated I do not expect more than that. I cannot ask Spyderco to change the way they do business, but I can definitely take my business elsewhere.

I've asked for screws twice before my last issue and the thread I mentioned, and both times were fast speedy and handled way better than needed. I really don't know what's going on with Spyderco lately.

This last time however, I had my warranty voided for dis assembly.
Never mind the hard use I disclosed to Spyderco, never mind the accidental drop on the concrete floor I disclosed as well.
To Spyderco's benefit, I offered to pay for the part and shipping in an effort to save time however they refused payment but said they'd send it out to me.

I think it's been a month now, but no part yet. It's fine either way, honestly not interested in keeping the Manix 2 anymore as much as I like it.
 
Spyderco does charge for their clips. I know this from experience. But, to my understanding they're not nearly as big a company as some of the others mentioned here either. I have always found their customer service to be polite and speedy and definitely not the "worst" in the business.
 
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Luis G. said:
However I will agree I've noticed him snatching knives up, and reselling them at a mark up days later sometimes a week or two. Alarmingly I also noticed him posting Paramilitary 2's for sale with a mark up, specially when adding scales... days after a dealer had them up in stock (for regular~ prices).
Not about to track down every fleabay scale/knife sale, or every date a dealer had PM2's in stock.
Personally Estate4life, if you are profiting from this forum. Do the right thing and get dealer membership.
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Just a friendly reminder, you might be a dealer if you flip knives constantly. Read Spark's thread.

http://www.bladeforums.com/forums/announcement.php?f=892&a=23

He probably needs the washers so he can re-sell the knife.
 
vwb563 said:
Spyderco does charge for their clips. I know this from experience. But, to my understanding they're not nearly as big a company as some of the others mentioned here either. I have always found their customer service to be polite and speedy and definitely not the "worst" in the business.
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Speaking from personal experience, I sent in two knives for warranty repair in the past. One was fixed, and one was replaced with a new one. They sent me free screws for a Techno also. YMMV but negative experience may be few but will be amplified more than positive ones.
 
My own experience with Spyderco has been fantastic. I just ordered an Endura parts set and they shipped it the next day.
 
My experience with Spyderco a month ago was awesome. I needed a new lanyard tube for a military and called and left a message. She called me back the next day and explained that the tube is flanged so I should probably send it in. I said I could probably flange it myself and would like to try before resorting to sending it in. She sent me the part (no charge) and it was fixed. Done. I compare that service to another extremely well known and super expensive high end knife maker that insists that you not take apart the knife and that if you strip a screw they won't send you a replacement. You have to spend $70 roundtrip shipping via UPS ($25 insurance each way for a $1300 knife) to get a handle screw put in...
 
I have too many knives...over 300+ in my collection and 200 of them is Spyderco. All I ask was for a washer. I buy and sell Knives regularly...and for you to claim (in your opinion) to profit is a understatement. Who does not want to sell without loss (profit) if possible, but I sell at a loss on a regular basis too. Sometimes you get lucky, sometimes not. Sometimes gotta make room or raise fund from previous over spending. Only a true knife enthusiast understand. Until you get to blade into your hand, then you'll know if its a keeper.


FCM415 said:
Just a friendly reminder, you might be a dealer if you flip knives constantly. Read Spark's thread.

http://www.bladeforums.com/forums/announcement.php?f=892&a=23

He probably needs the washers so he can re-sell the knife.
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My opinion? You need to think about the things you want to get across before publishing them for the world to see. If you are displeased, then that is one thing and you have the right to be heard. However, the way you get your point across leaves a whole lot to be desired. It would save you a lot of time and energy with the multiple and repeated editing over and over. You've already got a less than stellar presence here, don't keep tarnishing it by not thinking things through.
 
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