Not a Happy Customer...

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jesse2205

jesse2205

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May 30, 2009
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I have a spyderco endura that is about a few months old. It has only been used to cut pieces of paper and it has been sharpened by me, thats it. While I had my knife in my possession just holding it, I noticed the lock on it disengages when applying little pressure. Puzzled by this, I sent it in for warranty repair. I get a call saying that I have to pay $25 for repair. Why?!? I don't care what the warranty department says I did not abuse that knife at all. It has a lock that does not stay locked and that is a serious problem to have. I know i'm going to have some spyderco fanboys to flame me for talking about the spyderco warranty but seriously they need to have better customer service because this is not acceptable. Benchmade, Kershaw, ESEE Knives, they would never think about charging me like this. I used to be a huge spyderco fan until now. I've spent well over $1000 on their knives but I will not be buying from them again. Anyone else have this problem with warranty?
 
Are you the orignal owner? Anyone else use your knife with or possibly without your knowledge? What exactly did warranty say? Email or phone conversation? You say the lock doesn't stay locked but you also say it "disengages with little pressure" it can't be both. How many knives have you sent back to those other places for warranty, i mean each instance is different but I can guarantee you can find a dissatisfied customer for every one of those companies. No one's perfect and every customer can't be pleased every time.

The problem with posts like this, if/until Sal or someone else weighs in we only have one side of the story.
 
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I freaking love Spydercos but I had an Endura that did the same thing. I could put a little and the lock disengaged. I dropped mine when opened and that is what caused the lock to be damaged. I was disappointed that the lock got damaged so easy. It only fell 3-5 feet but I watch dropping it and all my spydercos have been good to go. Maybe it was damaged when you bought it but I doubt the warranty department would buy it though. If it came out of the box like that or you only carried it there was definetly something wrong with it and that is not your fault. Hope this gets resolved.
 
I bought the knife brand new at gander mountain. The lock disengages when I push down on the blade. There was never a moment in the life of the blade that I heard a pop or anything during the light use it has had. I have looked inside without opening it to see if there are any missing parts or broken pieces and it looks clean as a whistle. As far as past warranties, I sent a knife in that had stripped screws and they did fix that but sent me a letter saying they will charge me if I did that again (another sign of less than adequate CS). I just dont understand why it has to be like that. I am a huge spyderco fan and I love their products, and they can't fix a simple endura? My job is customer service and I can tell you guys that Spyderco's needs a little work.
 
Oh the stress free existence of owning a Street Beat. No locks to disengage, no blade play. Come on over to the fixed side and stay fixed.
 
Well, I think it would be key to keep a level head and not be upset by this. I have dealt with Spyderco cs multiple times and have been happy. Call cs and tell them your problem as you posted it here.
 
Just to make sure I understood you correctly, you sent in a knife that you stripped the screws on, they fixed it free of charge and told you the next time you did it you'd have to pay for the repairs and you consider that CS experience as being "less than adequate"?
 
Badhammer said:
Just to make sure I understood you correctly, you sent in a knife that you stripped the screws on, they fixed it free of charge and told you the next time you did it you'd have to pay for the repairs and you consider that CS experience as being "less than adequate"?
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Yes becasue I gave them 25 to fix that and they did send me the money back, but a customer shouldn't have to pay $25 for stripped screws. Kershaw would fix the knife free of charge and pay shipping. That's beside the point. If I give them $25 to fix the knife they could have fixed it and taken the money and I would have been fine with it. There's no need to say that its free this time but next time we'll charge you. I didn't expect to have to pay for nearly any warranty repair.
 
Heiheit said:
Well, I think it would be key to keep a level head and not be upset by this. I have dealt with Spyderco cs multiple times and have been happy. Call cs and tell them your problem as you posted it here.
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You are right. I'm just not in the mood to deal with this type of issue when I can just buy the internals of an endura for $15 and do it myself. I've already invested $6 to ship it to them and $5 to send it back. Its just frustrating. I wrote them a letter about the situation and they know my side of the story. The problem is I guess they dont believe me or something, which in my opinion is not the way to handle customers.
 
Assuming what you've posted is the entire story, and that the knife was never disassembled by you, then in your position I'd be more that a bit upset too. The obvious suggestion would be to call them back, ask to speak to a someone higher up the ladder, and find out their reason for deciding the knife was abused or otherwise damaged by you.

Paul
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My Personal Website ---- Beginners Guide to Spyderco Collecting ---- Kiwimania ---- Spydiewiki
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I would be upset as well, it doesn't seem very fair. I hope everything works out for you.
 
jesse2205 said:
I've spent well over $1000 on their knives but I will not be buying from them again.
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While this is an issue that they should fix, I think you're over reacting. Obviously you like Spyderco knives (having spent over $1k), but all of a sudden one person making a bad CS decision on one knife is going to stop you from ever purchasing another product again?

Since you work in CS (I worked in CS for 4 years), you should know that occasionally CS people have bad days, have a momentary lapse in judgement and make a bad call, or whatever. If you've never made a mistake or bad call in your job, then please run for president so you can fix every single problem with this country! I still shop at places that have made mistakes with me before. If it's consistent, I don't give them my business anymore, but I don't let one problem ruin it for me.

As for getting your $25 back from the stripped screws, I can't fathom why you would complain. They didn't have to send your money back. But they did. People overtighten, misthread, and strip screws all the time. I wouldn't fix someone's knife for free every time if they repeatedly strip the screws because they apply way too much torque (not saying you did this initially). My guess is that Spyderco fixed it and inspected it to make sure that the screws and threads were sound and therefore any subsequent damage to them would result only from operator error, in which case you should pay to have it fixed. Seems entirely fair to me.
 
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jesse2205 said:
Yes becasue I gave them 25 to fix that and they did send me the money back, but a customer shouldn't have to pay $25 for stripped screws. Kershaw would fix the knife free of charge and pay shipping. That's beside the point. If I give them $25 to fix the knife they could have fixed it and taken the money and I would have been fine with it. There's no need to say that its free this time but next time we'll charge you. I didn't expect to have to pay for nearly any warranty repair.
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Ummm.....



First you dont want to pay(which you didnt) then say " If I give them $25 to fix the knife they could have fixed it and taken the money and I would have been fine with it."



And yes, there is a need to say next time they will charge because I am sure there are alot of jerkoffs who ruin their knives expecting CS to fix it for free or and over again.
 
Im not gonna get in a pissing match about little details. I've seen ppl time and time again come on here and argue about CS and get flamed all day. My beef is that I am a customer who has bought 4 milies, 6 paras, and a a few enduras, and I send in one for warranty repair and suddenly I feel like a lying low life who is trying to get something for free that I shouldnt get. It just doesn't feel right to me.
 
I've personally been treated WAY above and beyond the call by Spyderco's warranty and repair department. And, like you, I was treated to a letter that basically said "this is your freebie". That positive experience goes a long way in my book. I would probably give Spyderco miles of leeway if they were to refuse me a warranty claim, simply because they went so far out of their way to accomodate me in the past. It's give and take I suppose. Would I be happy about getting turned away over an Endura lock? Nope. But I wouldn't post a thread about it on Bladeforums either. But that's just the way I'd handle it. I'm not saying you're handling this situation wrong. In fact, I'm gonna keep an eye on this thread to see what the "official" reaction from the Rocky Mountains turns out to be. Cheers.
 
I think this kind of thread need to be answered by someone from Spyderco.

Lets just wait what will official replay would be. I am curious.

And I think this is important to know for potential Spyderco customers - the way Warranty CS treat claims in real life.

Thanks, Vassili.
 
My only experience with Spyderco's CS was an excellent one. I had a clearly defective Leafstorm replaced with a spanking new one, in fact, it was handpicked and inspected by Charlynn herself. My only problem is I'm afraid to use it now because it's perfect in every way.

I would try contacting Charlynn directly, she will help.
 
5.56 said:
My only experience with Spyderco's CS was an excellent one. I had a clearly defective Leafstorm replaced with a spanking new one, in fact, it was handpicked and inspected by Charlynn herself. My only problem is I'm afraid to use it now because it's perfect in every way.

I would try contacting Charlynn directly, she will help.
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Same here. Charlynn called me and explained what they found with my Para that had a weird comp lock (would not engage all the way). A few days later I had a brand new knife, it was flawless as well, and that specific one was probably the sharpest one I've had to date.
 
RevDevil said:
Same here. Charlynn called me and explained what they found with my Para that had a weird comp lock (would not engage all the way). A few days later I had a brand new knife, it was flawless as well, and that specific one was probably the sharpest one I've had to date.
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Same exact thing with me although I had a delica.



Nothing like a personal phone call.
 
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