Not a Happy Customer...

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Interesting thread.

We had another customer recently that complained about a minor flaw in an expensive sprint run. The thread also went about 5 pages. (Funny how all of the "shoes" come out of the closet). His comparison went back some 5 years or so. Said our company was awful and others much better. He didn't purchase the knife from his local distributor (overseas customer) so trying to please him was difficult. We finally offered to collect the knife and refund his money, even though the knife was not purchased from us. He said he didn't want his money back, he wantd a perfect knife. Since all of the pieces had the same minor flaw, we could not replace his knife with a perfect one. We ended up refunding his funds and collecting his knife. Was he happy? probably not, but we do the best we can.

In Jesse's case, the knife was in fact taken apart and reassembled improperly. That's why the knife didn't work properly. I inspected the knife myself. Jesse says he didn't take it apart, maybe he didn't, but somebody did. We had planned to send him an new knife instead of rebuilding the knife, he chose not to follow through. but now he'll just send the knife back in the field, (like he got it?) and perhaps recreate the problem.

Sorry it didn't work out Jesse. We have many thousands of happy customrs with our customer service. We have a few that aren't happy. We always try to do the right thing. Sometimes customers cannot be pleased.

sal
 
I find it interesting that all of this is over a $60 knife. :rolleyes:

I could understand if it was an expensive model, but this just doesn't make since to me at all.

So in effect he would have recieved a new knife for $20, that's not too bad IMO if shipping was free. Sounds like Spyderco was splitting the difference to me.

Of course if I was Jesse and I knew that I really didn't take the knife apart I would be very upset no matter what Spyderco said about it. This wouldn't be over either by a long shot because it would be the principle of the thing. Being called a liar doesn't sit well with me at all. ;)

But if I did take it apart and mess it up then I would take the deal no problem, but then I would have told them up front I took it apart. :thumbup:

But that's me and my opinion. :)
 
I have never needed to contact customer service but I do own several Spyderco knives. Currently use an Endura as part of my firefighter gear. I couldn't be happier with my knives. Still waiting on a back-lock S125V Military, but that's another thread:D. Just keep making 'em, we'll keep buying!

Tim
 
Ill take it for $5 if it does not work out. If nothing else, a blade to practice sharpening with since I only have two knives
 
I have a New Manix 2 coming that was donated to me for hard use testing and after I am done with it I won't be asking Spyderco about warranty. :D
 
Ankerson said:
I have a New Manix 2 coming that was donated to me for hard use testing and after I am done with it I won't be asking Spyderco about warranty. :D
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You won't need to if you treat it the same way as the lawman. If your hell bound to break it that's another story.
 
Sal Glesser said:
Interesting thread.

We had another customer recently that complained about a minor flaw in an expensive sprint run. The thread also went about 5 pages. (Funny how all of the "shoes" come out of the closet). His comparison went back some 5 years or so. Said our company was awful and others much better. He didn't purchase the knife from his local distributor (overseas customer) so trying to please him was difficult. We finally offered to collect the knife and refund his money, even though the knife was not purchased from us. He said he didn't want his money back, he wantd a perfect knife. Since all of the pieces had the same minor flaw, we could not replace his knife with a perfect one. We ended up refunding his funds and collecting his knife. Was he happy? probably not, but we do the best we can.

In Jesse's case, the knife was in fact taken apart and reassembled improperly. That's why the knife didn't work properly. I inspected the knife myself. Jesse says he didn't take it apart, maybe he didn't, but somebody did. We had planned to send him an new knife instead of rebuilding the knife, he chose not to follow through. but now he'll just send the knife back in the field, (like he got it?) and perhaps recreate the problem.

Sorry it didn't work out Jesse. We have many thousands of happy customrs with our customer service. We have a few that aren't happy. We always try to do the right thing. Sometimes customers cannot be pleased.

sal
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I have been watching this thread. I have nothing against anyone, and I try to stay objective about these things.

Having taken apart a few Enduras and VOIDING my warranties, I have learned a few things. I can just about guarantee what is wrong with this knife. I can further tell you that there are some glaring/obvious signs of when a knife has been taken apart and shoved back together improperly.

I have learned enough to say that most knives will tell the story if you know how to read them. The knife will not name names, but it will sure tell you what happened if you know how to read it.

If my guess (of what is wrong with knife) is correct, it is also possible that the knife was not "taken apart" but possibly loosened considerably. I have experienced more than a few people that started to take this design of knife apart and then heard a dreaded "pop" and then decided to abort their mission and re-assemble. That "pop" is indicative of something shifting inside the knife and simply re-tightening the screws will result in additional damage.

I really do not care if the OP took anything apart or not...it is none of my business. Perhaps someone else fiddled with it without his knowledge? Perhaps the knife was allowed to loosen up and the screws were only checked/re-tightened after things got so bad as to introduce damage? I do not know, or care really.

Why am I posting this? To hopefully reach ONE person and help them understand that knives need periodic maintenance. Check your screws periodically, do not take a knife apart unless you know what you are doing AND you are totally cool with the idea that you are no longer entitled to a warranty, and any damage you introduce might put you or someone else in harms way.

OP, I mean nothing derogatory toward you. I have no idea what happened to your knife or who should pay for repair, or what warranty "ought" to cover. Not for me to decide...
 
FlaMtnBkr said:
You won't need to if you treat it the same way as the lawman. If your hell bound to break it that's another story.
Click to expand...

We will see once it gets here. :D

I will do exactly as I did with the AL and see what happens. :thumbup:
 
The endura and delica are unique in the Spyderco lineup since Spyderco sells replacement parts for these knives. This means they are designed for the user to take apart and put back together. I've never seen the kit in person, but the on-line description does not indicate any instructions for assembly or disassembly. I also did not find these instructions on-line at the Spyderco site. Since improper disassembly voids the warranty, does Spyderco supply disassembly and assembly instructions with their parts kit or with the knife?
 
The parts kits were not put out at the same time as the E4/D4 was released. They had to come up with something because of people ruining parts. Some people "need" to take a knife apart just because it can be taken apart.
 
brownshoe said:
The endura and delica are unique in the Spyderco lineup since Spyderco sells replacement parts for these knives. This means they are designed for the user to take apart and put back together. I've never seen the kit in person, but the on-line description does not indicate any instructions for assembly or disassembly. I also did not find these instructions on-line at the Spyderco site. Since improper disassembly voids the warranty, does Spyderco supply disassembly and assembly instructions with their parts kit or with the knife?
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I do not believe that the presence of screws and the availability of a parts kit means that a user *should* take the knife apart.

Repairs to your knife performed by any source other than Spyderco Inc. unconditionally voids the knife’s warranty.
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from this page from Spyderco's site.

That statement is REALLY difficult to second guess.
 
You can take the knives apart and replace parts even.
If YOU screw it up that's your fault.
Sounds completely reasonable to me.
Sort of like me working on my vehicle. Sure I can go to the dealer and buy parts. They don't come with instructions. I guess if I buy the parts the dealer figures I know what I'm doing, or will find out how before attempting repairs. I sure don't think they'd make it right if I botched it up. They'd say you didn't know what you was doing, too bad.
 
unit said:
I have been watching this thread. I have nothing against anyone, and I try to stay objective about these things.

Having taken apart a few Enduras and VOIDING my warranties, I have learned a few things. I can just about guarantee what is wrong with this knife. I can further tell you that there are some glaring/obvious signs of when a knife has been taken apart and shoved back together improperly.

I have learned enough to say that most knives will tell the story if you know how to read them. The knife will not name names, but it will sure tell you what happened if you know how to read it.

If my guess (of what is wrong with knife) is correct, it is also possible that the knife was not "taken apart" but possibly loosened considerably. I have experienced more than a few people that started to take this design of knife apart and then heard a dreaded "pop" and then decided to abort their mission and re-assemble. That "pop" is indicative of something shifting inside the knife and simply re-tightening the screws will result in additional damage.

I really do not care if the OP took anything apart or not...it is none of my business. Perhaps someone else fiddled with it without his knowledge? Perhaps the knife was allowed to loosen up and the screws were only checked/re-tightened after things got so bad as to introduce damage? I do not know, or care really.

Why am I posting this? To hopefully reach ONE person and help them understand that knives need periodic maintenance. Check your screws periodically, do not take a knife apart unless you know what you are doing AND you are totally cool with the idea that you are no longer entitled to a warranty, and any damage you introduce might put you or someone else in harms way.

OP, I mean nothing derogatory toward you. I have no idea what happened to your knife or who should pay for repair, or what warranty "ought" to cover. Not for me to decide...
Click to expand...

This comes up fairly often. Taking apart your Spyderco knife does NOT void the warranty. Yes, if you take something apart and break it, then that part has the warranty void. Which is exactly the way it should be. If you break something Spyderco should not be fixing it. That just drives up the prices I have to pay because of your stupidity (that is a generic you, not actually you Unit :D). But if something else not related to the knife breaks and it is covered under the warranty, then you are still good to go even if the knife has been taken apart before. Just wanted to clarify that.



Ankerson said:
We will see once it gets here. :D

I will do exactly as I did with the AL and see what happens. :thumbup:
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Well I hope you are fair and honest with yourself and use it equally hard and not more trying to prove something. Was it Josh who donated the knife? If I still had my large Griptilian I think I would have sent it as well (I would want it back when you were done though). Being disabled and currently unemployed I don't really have the option to buy knives for testing right now. If I run across one down the road I will keep that idea in mind though.
 
FlaMtnBkr said:
This comes up fairly often. Taking apart your Spyderco knife does NOT void the warranty. Yes, if you take something apart and break it, then that part has the warranty void. Which is exactly the way it should be. If you break something Spyderco should not be fixing it. That just drives up the prices I have to pay because of your stupidity (that is a generic you, not actually you Unit :D). But if something else not related to the knife breaks and it is covered under the warranty, then you are still good to go even if the knife has been taken apart before. Just wanted to clarify that.





Well I hope you are fair and honest with yourself and use it equally hard and not more trying to prove something. Was it Josh who donated the knife? If I still had my large Griptilian I think I would have sent it as well (I would want it back when you were done though). Being disabled and currently unemployed I don't really have the option to buy knives for testing right now. If I run across one down the road I will keep that idea in mind though.
Click to expand...


It was someone else, I will let everyone know once they get here who it was.

I am getting the Manix 2 and Griptillian to test, both were donated. :)
 
Sal Glesser said:
I believe that there are few "cat fights" on the Spyderco forum because the afi's that "hang out" here, generally monitor themselves quite well.

Hi Jesse,

I don't think that you intended any problems. I generally don't get involved in CS issues as we have excellent CS staff. My view is for CQI or design or construction problems. Considering we have millions of knives in the field, we have relatively few quality issues.

We welcome the opportunity to discuss any subjects involving our company.....Even those that are not positive. That's how we improve.

People come to our forums for many reasons. Some like to follow our company and product development from an "insider's" point of view, some just like our knives, some come for deeper discussion of steels or designs, some like the comraderie and general communication with like minded people, some have a problem, some want to vent. Some just like to argue.

That's what forums are about. As long as the dialogue is civil and relatively intelligent, it's ok.
sal
Click to expand...

[Emphasis mine]

Off topic,
Just when I think Mr Glesser and co. couldn't surprise me anymore with their knives (Ti Mil, E4, cool sprint runs), here comes Mr Glesser with a straight forward response not clouded with ambiguity. That's something I don't see often and that's not present, IMHO, in a lot of companies today. No wonder whenever a thread pops up of 'whose your favorite knife company,' I say Spyderco. Not 'suck up' praise; just something I always thought.

We now return to your regularly scheduled programming . . .
 
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