Not a Happy Customer...

[jesse2205]

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 have no hard feelings towards spyderco. I admit I was really frustrated at first, because I have not taken apart the knife and I feel like I am being called a liar. So in essence its really the principal of the matter. I do not want to spend $20 on a knife because someone believes I broke it from dissasembling it. Also, I guess I feel like I may deserve a little credit since I have bought a decent amount of Spyderco's (several Militarys and Paras, love the D2!). Also, I was a hardcore spyderco fan, if someone looked at my posts from a few months back they would see how much I love them. This knife's lock simply failed on me without any dissasembly by me. I do believe you Sal about someone dissasembling the knife. If you say someone has I belive it, its your line of knives. I went up to gander mountain and asked them about the spydercos they sold their customers. I bought the display model, but they said no one that they know of has dissasembled it because it was new. I'm not sure whether I believe them or not. It just offended me a little when I feel like my intergrity is being questioned. Also, i've already invested $75 in that knife and I do not want to invest another $20 to get it in working order again. Thats $95, a few more bucks and I can get a para . I'm not a hard person to please. I sent in the knife, with a note and $5, thinking I had a warranty claim. All I wanted was the lock fixed. But I just can't justify the $20 and the suggestion that I am not telling the truth. Thanks for your concern and posting.

 

[Buckles]

I have no hard feelings towards spyderco. I admit I was really frustrated at first, because I have not taken apart the knife and I feel like I am being called a liar. So in essence its really the principal of the matter. I do not want to spend $20 on a knife because someone believes I broke it from dissasembling it. Also, I guess I feel like I may deserve a little credit since I have bought a decent amount of Spyderco's (several Militarys and Paras, love the D2!). Also, I was a hardcore spyderco fan, if someone looked at my posts from a few months back they would see how much I love them. This knife's lock simply failed on me without any dissasembly by me. I do believe you Sal about someone dissasembling the knife. If you say someone has I belive it, its your line of knives. I went up to gander mountain and asked them about the spydercos they sold their customers. I bought the display model, but they said no one that they know of has dissasembled it because it was new. I'm not sure whether I believe them or not. It just offended me a little when I feel like my intergrity is being questioned. Also, i've already invested $75 in that knife and I do not want to invest another $20 to get it in working order again. Thats $95, a few more bucks and I can get a para . I'm not a hard person to please. I sent in the knife, with a note and $5, thinking I had a warranty claim. All I wanted was the lock fixed. But I just can't justify the $20 and the suggestion that I am not telling the truth. Thanks for your concern and posting.

ill take the endura off your hands.

 

[wongKI]

Jesse,

Apologies for the forum if we've been a little harsh. It's good to understand that the forum is full of people who have had nothing but good from Spyderco, thus they are inclined to disbelieve anything to the contrary.

Not sure what happened to your knife, but it may be possible that it was indeed previously disassembled (before you bought it).

Hope all this ends well for both of you.

 

[Socom Elite]

Wow. I can't believe this went this long and ended with a unsatisified customer. That is ridiculous. How hard would it be to just replace the handle and use the origional blade? How much would it cost?

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.
sal

You had a chance to fix that, but decided to return it to him in that condition.

Just my .02, but yall made a bad CS decision.

 

[Ankerson]

I have no hard feelings towards spyderco. I admit I was really frustrated at first, because I have not taken apart the knife and I feel like I am being called a liar. So in essence its really the principal of the matter. I do not want to spend $20 on a knife because someone believes I broke it from dissasembling it. Also, I guess I feel like I may deserve a little credit since I have bought a decent amount of Spyderco's (several Militarys and Paras, love the D2!). Also, I was a hardcore spyderco fan, if someone looked at my posts from a few months back they would see how much I love them. This knife's lock simply failed on me without any dissasembly by me. I do believe you Sal about someone dissasembling the knife. If you say someone has I belive it, its your line of knives. I went up to gander mountain and asked them about the spydercos they sold their customers. I bought the display model, but they said no one that they know of has dissasembled it because it was new. I'm not sure whether I believe them or not. It just offended me a little when I feel like my intergrity is being questioned. Also, i've already invested $75 in that knife and I do not want to invest another $20 to get it in working order again. Thats $95, a few more bucks and I can get a para . I'm not a hard person to please. I sent in the knife, with a note and $5, thinking I had a warranty claim. All I wanted was the lock fixed. But I just can't justify the $20 and the suggestion that I am not telling the truth. Thanks for your concern and posting.

Sorry this happened to you.

Personally I believe that Spyderco made a bad decision in not fixing the knife and taking care of the customer in this situation. :thumbdn:

Something that would have taken a few pennies to fix and maybe 5 mins or less....

 

[Steven Andrews]

I don't get that either. If Spyderco are concerned about the problem reoccuring, why not reassemble the knife properly before sending it back to the user?

 

[singularity35]

Man, that sucks! Would it really affect spyderco's bottom line to get a satisfied customer? I don't know if the results would have been different if the OP was a prominent forumite.

 

[Ankerson]

Man, that sucks! Would it really affect spyderco's bottom line to get a satisfied customer? I don't know if the results would have been different if the OP was a prominent forumite.

Sounds more like someone made a quick decision and to change it now would be admitting they might have been wrong.

Heaven forbid that would happen.....

If Sal says the knife was taken apart then I guess it was, BUT who is to say the customer was the one who did it?

Personally I would have given him the benefit of the doubt this time.

Bad decision IMO....

I think someone needs to step up and take care of the Customer.

 

[Fisting_Chili]

I'm hoping I do not have the same experience as you. I recently picked up a Toxic Green Endura 4 Emerson Wave in near mint and the blade doesn't lock. I had planned on mailing it in this week!

oy!

 

[Ankerson]

I'm hoping I do not have the same experience as you. I recently picked up a Toxic Green Endura 4 Emerson Wave in near mint and the blade doesn't lock. I had planned on mailing it in this week!

oy!

Make sure you keep us posted on what happens. :thumbup:

I was planning on getting a few more Spydercos, but after this whole situation I am rethinking it now and doubt that I will. :grumpy:

The whole thing is completely ridiculous to me.... :thumbdn:

 

[rycen]

I'm hoping I do not have the same experience as you. I recently picked up a Toxic Green Endura 4 Emerson Wave in near mint and the blade doesn't lock. I had planned on mailing it in this week!

oy!

Did you buy it knowing about the lock up?

 

[rycen]

Jesse

When you went to GM did you tell them what Spyderco had to say?Did GM offer to refung or exchange the knife?

 

[unit]

I don't get that either. If Spyderco are concerned about the problem reoccuring, why not reassemble the knife properly before sending it back to the user?

Perhaps because reassembling a knife with damaged or broken parts will not fix the problem?

 

[Badhammer]

I'm hoping I do not have the same experience as you. I recently picked up a Toxic Green Endura 4 Emerson Wave in near mint and the blade doesn't lock. I had planned on mailing it in this week!

oy!

As asked above, did you buy it knowing it had that issue? If not why aren't you sending it back to the seller and getting a refund? If you did buy it knowing it was broken are you expecting it to be repaired under warranty?

 

[Ankerson]

Perhaps because reassembling a knife with damaged or broken parts will not fix the problem?

They obviously had the knife apart to be able to tell what happened so it really wouldn't have been a big deal to replace what was broken then put it back together..

Instead the knife was taken apart then put back together broken to send back to the customer.....

I mean come on now...... :thumbdn:

Talk about a Face Palm.....

 

[unit]

Wow. I can't believe this went this long and ended with a unsatisified customer. That is ridiculous. How hard would it be to just replace the handle and use the origional blade? How much would it cost?



You had a chance to fix that, but decided to return it to him in that condition.

Just my .02, but yall made a bad CS decision.

The way I read that was that, if the OP had paid for the replacement of the parts that showed evidence of damage related to improper re-assembly of the knife, Spyderco was going to send a new knife rather than repair the damaged one, but the OP refused everything stating that he wanted the knife sent back to him.

Perhaps I am wrong, but that was my interpretation. If I am correct, Spyderco followed the OPs request.

I am not sure what happened since I did not see the knife, but I can not vouch for the OP since I do not know him or his reputation. I do have dealings with Sal and Spyderco and none of those dealings indicate that they represent the sort of company that will publicly LIE about a knife to save themselves the cost of a single Endura (or for any reason FWIW).

Like I said, I can not say one way or the other for sure, but I think I will take this (like most forum information) and temper it with my own experiences and act accordingly.

 

[Badhammer]

I have no hard feelings towards spyderco. I admit I was really frustrated at first, because I have not taken apart the knife and I feel like I am being called a liar. So in essence its really the principal of the matter. I do not want to spend $20 on a knife because someone believes I broke it from dissasembling it. Also, I guess I feel like I may deserve a little credit since I have bought a decent amount of Spyderco's (several Militarys and Paras, love the D2!). Also, I was a hardcore spyderco fan, if someone looked at my posts from a few months back they would see how much I love them. This knife's lock simply failed on me without any dissasembly by me. I do believe you Sal about someone dissasembling the knife. If you say someone has I belive it, its your line of knives. I went up to gander mountain and asked them about the spydercos they sold their customers. I bought the display model, but they said no one that they know of has dissasembled it because it was new. I'm not sure whether I believe them or not. It just offended me a little when I feel like my intergrity is being questioned. Also, i've already invested $75 in that knife and I do not want to invest another $20 to get it in working order again. Thats $95, a few more bucks and I can get a para . I'm not a hard person to please. I sent in the knife, with a note and $5, thinking I had a warranty claim. All I wanted was the lock fixed. But I just can't justify the $20 and the suggestion that I am not telling the truth. Thanks for your concern and posting.

Doesn't Gander Mountain have a 90 day return policy? this is the first time you've mentioned that you bought a floor/display model or where you bought it. Hard to prove but it seems reasonable that a lot more could have happened with a display knife prior to you buying it than a NIB.

Can you, would you please expand on Sal's statement that they were going to replace the knife but you "didn't follow through"?

 

[unit]

They obviously had the knife apart to be able to tell what happened so it really wouldn't have been a big deal to replace what was broken then put it back together..

Instead the knife was taken apart then put back together broken to send back to the customer.....

I mean come on now...... :thumbdn:

Talk about a Face Palm.....

The knives are made in Japan...I think it might be reasonable to assume that Spyderco CS does not keep these parts on hand.

The back spacer is not something that fails by itself on these knives. It is supported by 3 D-bolts with screws and sandwiched between two steel back spacers (which it is keyed into with two additional FRN tabs). Those tabs can not become dislodged unless the screws are removed or loosened to an insane amount. The only other way to dislodge the tabs would be to SERIOUSLY abuse the knife...even then I would struggle to understand the forces necessary.

I say this to illustrate the possibility of concept that Spyderco does not keep these back spacers around in Colorado (because they should never need to replace them). Further, if they ever do need to make an exception, perhaps they will opt to simply replace the whole knife (which I believe was the plan).

 

[rycen]

They obviously had the knife apart to be able to tell what happened so it really wouldn't have been a big deal to replace what was broken then put it back together..

Instead the knife was taken apart then put back together broken to send back to the customer.....

I mean come on now...... :thumbdn:

Talk about a Face Palm.....

When the OP told Spyderco he did not take the knife apart and the problem was clearly caused by someone messing with the knife why should Spyderco have to replace it?If the knife was nearly new when the problem occurred why not return it to GM?

Having worked in retail and customer service I can tell people do some strange things to items and try to pass them off as new or untouched.(not directed at you jesse)

 

[Socom Elite]

Perhaps I am wrong, but that was my interpretation. If I am correct, Spyderco followed the OPs request.

Kinda. Spyderco had 3 choices, but only offered him 2 of them. To either fix it with a $20 fee or to send it back to him the way it was. And I guess he didn't want to give them $20 for a knife he "would never trust again" and I can't blame him. They could have just fixed / replaced it without a charge and sent him on his way.

The OP is a Spyderco fan and says he owns a good bit of them. I think they should have helped them out.