Not a Happy Customer...

[jesse2205]

I tried calling them back but I got a voicemail a few times. I dont really feel like dealing with it I just wanted to see if anyone else had the same experience.

 

[Josh K]

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.

Let's use CRK as the "golden example" of customer service.

Oh look, they charge for stuff like

• Pocket clips
• Shipping
• Replacement parts
• Lanyards
• Inserts

Why does everyone seem to think "good" customer service = "free service?" It's not! You stripped some screws and they didn't charge you for it. And you're complaining.

The lock is a different issue. If I was in that situation (assuming all the facts are valid) I would be pretty upset to.

 

[jesse2205]

Let's use CRK as the "golden example" of customer service.

Oh look, they charge for stuff like

• Pocket clips
• Shipping
• Replacement parts
• Lanyards
• Inserts

Why does everyone seem to think "good" customer service = "free service?" It's not! You stripped some screws and they didn't charge you for it. And you're complaining.

The lock is a different issue. If I was in that situation (assuming all the facts are valid) I would be pretty upset to.

The screws are not an issue to me anymore and I could care less whether they charge for stuff like that or not. I just listened to my voicemail and it says this, "yes we just got your knife in and that is something that can be repaired. However, there is going to be a $25 charge. $20 for the repair and $5 for the return shipping." The person didn't mention whether it was covered under warranty or the reason I was being charged. Thats all that was said.

 

[Jason B.]

This is not to bash or praise any CS this is just my experience.

Emerson knives: CQC8 and Commander, liner locks worn and in need of repair. The handle design had changed on the 8 and all but the blade was replaced. The commander liners, stop pin, pivot pin, screws, clip, and thumb disk all replaced. And as a final touch a very nice edge was applies. A very nice note from the lady that repaired my blades was enclosed also.

Benchmade: mini rukus, faulty axis lock knife was completely replaced no questions asked.

Kershaw: Broken assist bars, 5 new ones in the mail with the offer of sending me the tool for taking the knife apart.

Spyderco: Older native, slipping lock and fully serrated blade needed a sharpening, something I was told over the phone they would do. G-10 endura, vertical play, strange chip in spine like a bubble in the steel, and misaligned pocket clip screw holes in the G-10. Ceramic bench stone, heavy mill marks and untrue surface.

Native could not be fixed because they did not have the same pinning machine. Acceptable as this was a old knife, just the tip of the knife was sharpened as I later found out they DON'T resharpen SE blades. I was puzzeled they sharpened the tip though as it had a mirror polished edge to begin with. The endura was completely replaced but still possesed similar problems. The ceramic bench stone was re-milled.

Though not bad my issue was with the phone call in which I was treated as a noob that abused his endura and was warned how next time it would cost me. It also took several arguments and a thread here to have the stone refinished.

Like I said its not a bash or praise to anyone just ones experience with several companies. I can't hold one bad experience against them even though it was my first, they seem to just play more by the book than others. Probably for good reason too.

 

[The Mastiff]

I can't speak to the broken lock issue but the free fix with a warning is not really something to get upset about, IMO. They could have charged you, but didn't. Why the heck would you complain about that?

Some people are just never satisfied no matter what.

BTW, Why do people who write in about incidents like this where people disagree with them always start the "fanboy flaming" stuff?

If someone disagrees, that makes them a fanboy and their response a flame?

 

[Fredde90210]

Really sorry to hear this Jesse2205, I got a brand new Manix 2 shipped to Sweden with a " apology letter " All I can say is that the service from Golden is outstanding.

 

[nozh2002]

I can't speak to the broken lock issue but the free fix with a warning is not really something to get upset about, IMO. They could have charged you, but didn't. Why the heck would you complain about that?

Some people are just never satisfied no matter what.

BTW, Why do people who write in about incidents like this where people disagree with them always start the "fanboy flaming" stuff?

If someone disagrees, that makes them a fanboy and their response a flame?

I think this should be between Spyderco and customer. Because this is to me customer complain. He pay Spyderco and have right to complain. And he has valid complain to me. I do not think that before Spyderco answer it is good to get involved - does not looks good for Spyderco on the first place.

Of course not every disagreement makes it fanboy flame, but most of them does. Especially when personal comment on complaining person was made.

Of course, I do not see problem with sharing your different experience or saying do not worry Spyderco will make you happy or something.

Thanks, Vassili.

 

[singularity35]

I think this should be between Spyderco and customer. Because this is to me customer complain. He pay Spyderco and have right to complain. And he has valid complain to me. I do not think that before Spyderco answer it is good to get involved - does not looks good for Spyderco on the first place.

Of course not every disagreement makes it fanboy flame, but most of them does. Especially when personal comment on complaining person was made.

Of course, I do not see problem with sharing your different experience or saying do not worry Spyderco will make you happy or something.

Thanks, Vassili.

Plus 1. Expressing opinions about dissatisfaction is often met by derogatory and denigrating posts by supporters of the company concerned. It is no wonder that anybody posting their dissatisfaction is wary of being attacked.

 

[jill jackson]

I have an mint older Military I bought here on the exchange.
The lock wouldn't engage when the knife was opened easily, I figured Spyderco won't fix it for free it's so old,
Asked Sal about it. He said send it in. I do and after a week I asked if they needed any money. Sal said it's fixed and on the way back. I wasn't charged anything.

 

[wongKI]

Do remember that probably the vast majority of Spyderco knife buyers are indeed "noobs who abuse their Enduras". Not saying that it's right for the company to treat them all as such, but that could explain why.

Never had a chance to experience Spyderco CS yet, so no comments as of yet. I do hope you'll stick around though

 

[Ankerson]

I find that sometimes it matters who you end up talking to with companies when there is a problem.

CS can vary a lot depending on who you talk too, some people have a GOD complex and treat people like crap while others really do care and help people out.

 

[The Deacon]

If what you are saying is true, you have a right to be annoyed. However, expressing your frustrations here, while momentarily satisfying, does nothing to resolve the issue. You said that you received a voice mail, which means you did not have the opportunity to ask the reason for the charge. Mistakes happen, even with the best of companies. Those mistakes can be a nuisance when you have to deal with them, but they're still a fact of life for all of us.

Not to mention that, without knowing why W&R did what it did, there is an outside chance that the knife was previously sold by GM, disassembled and incorrectly reassembled, returned, put back into stock, and resold to you.

Some of what gets mistaken for "fanboy flaming" here, and on other manufacturer's sites, is merely people pointing out that posting one's displeasure with Customer Service without even attempting to resolve the problem accomplishes very little.

Paul

My Personal Website ---- Beginners Guide to Spyderco Collecting ---- Kiwimania ---- Spydiewiki
Dead horses beaten, sacred cows tipped, chimeras hunted when time permits.
WTC # 1458 - 1504 - 1508 - Never Forget, Never Forgive!
It's easy to grin when your ship comes in and good fortune and fame are your lot, but the man worthwhile is the man who can smile with his shorts twisted up in a knot. - Morey Amsterdam

 

[rycen]

This is not to bash or praise any CS this is just my experience.

Native could not be fixed because they did not have the same pinning machine. Acceptable as this was a old knife, just the tip of the knife was sharpened as I later found out they DON'T resharpen SE blades. I was puzzeled they sharpened the tip though as it had a mirror polished edge to begin with.

Sorry but Spyderco will absolutely sharpen SE or CE or PE as long as they made it.

 

[Cosmo7809]

Sorry but Spyderco will absolutely sharpen SE or CE or PE as long as they made it.

Sure as heck correct.


I sent in a Harpy and Delica both SE.... Came back just like I had them from day one.

 

[ChapmanPreferred]

I have had all edge configuration sharpened by Spyderco, I would be greatly surprised if they have altered that practice.

 

[tazkristi]

It's worth mentioning, there are two sides to every story. And although we try our best to do business in a transparent manner, we do not make it a habit to call-out someone on a public forum.

Charlynn has a challenging position within Spyderco. She does her best every day to do right by our customers. To imply anything less, and only share partial information is not right or fair. Spyderco strives to do business in a fair and proper manner. That includes being fair to our own crew.

I've researched this particular issue and am aware of details that are not posted. Since Jesse has not actually spoken to Charlynn yet, I think this can be resolved between Jesse and Spyderco.

Kristi

 

[nozh2002]

It's worth mentioning, there are two sides to every story. And although we try our best to do business in a transparent manner, we do not make it a habit to call-out someone on a public forum.

Charlynn has a challenging position within Spyderco. She does her best every day to do right by our customers. To imply anything less, and only share partial information is not right or fair. Spyderco strives to do business in a fair and proper manner. That includes being fair to our own crew.

I've researched this particular issue and am aware of details that are not posted. Since Jesse has not actually spoken to Charlynn yet, I think this can be resolved between Jesse and Spyderco.

Kristi

I consider public forum as an option to call one or other company if there regular channel does not work for one or other reason. After all on one side we have just a single person who pay for the product on other side we have company.

I think this is always a chance to company to show who good customer service is. To show this to everyone by handling it with respect to customer and to customer satisfaction.

Right now I see you decide to imply that Jesse is wrong somehow, without providing details - does not look good to me if you representing company here especially if you try to do this in transparent manner. Why you do not share full information, once you did mention about other side of the story.

Thanks, Vassili.

 

[Ankerson]

I consider public forum as an option to call one or other company if there regular channel does not work for one or other reason. After all on one side we have just a single person who pay for the product on other side we have company.

I think this is always a chance to company to show who good customer service is. To show this to everyone by handling it with respect to customer and to customer satisfaction.

Right now I see you decide to imply that Jesse is wrong somehow, without providing details - does not look good to me if you representing company here especially if you try to do this in transparent manner. Why you do not share full information, once you did mention about other side of the story.

Thanks, Vassili.

Yeah, it sounds vague to me also.....

 

[Loneriderz]

Only one experience with Spyderco CS so far... Misplaced 2 boxes for my Kopas and they provided it to me free (unmarked box) and included a catalog along with it. Cost including shipping to the other side of the world... Free. Yes, Sal and his crew will be getting more of my cash because it is that kind of service that makes people like me loyal customers. Yes, I've spent more than $1K on my spydies and no I didn't need to tell them about it to get good service.

 

[Badhammer]

The way I read Kristi's post is that there is more to the story than we have been told and instead playing "he said and she said" it's being handled through CS. Seems prudent and proper. Perhaps the OP will post back with details of what transpires moving forward?