Not a Happy Customer...

[unit]

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. 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.

No offense to anyone, but any CS should follow policy (for fans and first time buyers). Straying from policy creates dis-equity that consumers are correct to question.

I think this is the area that Spyderco has strayed in the past by going outside of policy and doing exactly what you suggest.

 

[Ken C.]

Obviously there is going to be debate on what was or was not an amicable solution to the problem or how it was handled. Everyone that had a stake in the matter ( Spyderco & Jesse) has said what needed to be said.

I highly suggest that this thread be left to die. I will not close it but if you had no stake in the topic please let it die.

 

[Ankerson]

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).

The point is they could, should have given him the benefit of the doubt in this situation.

The Customer stated he didn't take the knife apart more than once and the fact that it would only be $25 to fix it goes to that it's more of a principal thing than a money thing.

Sounds like an ego thing on Spyderco's part on the CS side.. The whole I made a decision blah, blah, blah.....

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)

I have worked retail and CS most of my life and in management for most of those years so I know what you are talking about.

Spyderco made the wrong choice in this situation.

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.

I agree. :thumbup:

I am done with this thread now as per Ken C asking us to let it die.

 

[5.56]

I highly suggest that this thread be left to die. I will not close it but if you had no stake in the topic please let it die.

If this knife ends up on the secondary market in it's present condition, then we all have a stake in it.

The knife should be repaired or destroyed in my opinion.

 

[Josh K]

If this knife ends up on the secondary market in it's present condition, then we all have a stake in it.

The knife should be repaired or destroyed in my opinion.

I believe Spyderco's policy is to return the knife with the recommendation it be retired from use. The OP's decision to put it back on the secondary market is stupid.

 

[unit]

The point is they could, should have given him the benefit of the doubt in this situation.

The Customer stated he didn't take the knife apart more than once and the fact that it would only be $25 to fix it goes to that it's more of a principal thing than a money thing.

Jim, I respect your opinion, but there is no doubt presented to benefit.

Customer stated what he stated, yes, but it is like if you take your car to the dealer and say that you were not the guy who rolled it off a cliff. Manufacturer will not and should not replace your car.

I respect the opinions expressed here. I have my own...and they are opinions at BEST since I have not seen this first hand.

It is not up to me what Spyderco should have done. You disagree with their actions as the info is presented, I agree with the actions. It is all good.

I love that people on these forums care so much about these things.

Thanks for the interesting, intelligent and civil discussion. I am done here at the request of moderators.

 

[Fisting_Chili]

Did you buy it knowing about the lock up?

No. I'm not complaining about it, as I believe Spyderco will fix it. I'm more afraid of Spyderco sending me a new replacement, but a different model because it took me a long time to acquire this beauty and I'd hate to lose it.

I'll have to take pics of it for you all. I've just started discovering Spydercos within the last 4 months and now own a Military, this toxic green Endura, Endura clip it, Delica Clip it, Stretch and a UKPK and love them all. The Military is my main EDC but I want it to be my Toxic Green baby, lol.

This would be my first ever experience w/Spyderco's warranty department.

 

[Fisting_Chili]

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:

Don't let this thread dissuade you from buying Spydercos! They are awesome knives and this is the first time I've ever had any issue with one. I'm just bummed it is with my new favorite, lol.

I still plan on getting a few more, especially a paramilitary!


Damn...I got the Spyderco bug.

 

[Fisting_Chili]

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?

No, no, no...had no idea about the lock issue. Would never purposefully try to work the warranty that way and this would be the first time ever sending a Spyderco in for repair. Was disappointed when I realized it. As for returning it to the seller, I got it in a trade with a long time and respected member of this site and love the guy. I've done many trades with him and he has always exceeded my expectations, so I'm not trying to complain about him at all. Nothing but respect and would trade with him again in a second.

I just want my new baby to lock. I'm like a kid in a candy store with this knife! My wife has even joked around about being surprised I don't wear it to bed, hahahahahaha! I need to take pics of it, so that I can more readily create more addicts for this model!

 

[Fisting_Chili]

Here ya go...she's a beaut!!

 

[Steven Andrews]

I don't think any knife maker or manufacturer should send out a knife to a user when they know it to be defective - and potentially dangerous - even if the customer expresses that they want the defective knife back.

 

[Josh K]

I don't think any knife maker or manufacturer should send out a knife to a user when they know it to be defective - and potentially dangerous - even if the customer expresses that they want the defective knife back.

It's the customers knife. In the event that the knife has some sort of sentimental value it should be returned even if it's not safe. Hence the recommendation that it be retired from use.

 

[nozh2002]

I do not think Spyderco handle this right. In general they claim that customer story is not true and he disassemble his knife and break lock. Customer sad as well as seller that knife was never disassembled - then it may be only factory defect. It may be of course someone broke it when it was on display, but Spyderco insists that it was disassembled, which is hard to imagine how it was done by someone to display knife.

In general for me this mean that Spyderco CS may not believe customers. I rather as a customer prefer to deal with CS which trust me.

Lately, in addition to this one, I remember complain about Walker ZDP-189 blade being grind uneven so edge line was out of center. I also remember some reports (by Kristy) on Spyderco forum about Mule ZDP189 having bad HT.

All this was about knives made in Japan.

I am wondering if some change happened with Spyderco's Japanese subcontractors? Why all those things are happening lately? Is it G-Sakai or some other company now?

For myself - I am now when I am buying Spyderco knife, ask seller to inspect it carefully and inspect it myself once it came.

Thanks, Vassili.

P.S. I trust Jessy on this - I do not think that the fact that he disassemble knife in a past (which he admit from the beginning), somehow make him suspicion.
P.P.S. Make customer happy on public forum benefit company image way more then $20 (and make him unhappy on forum cost way more them $20).

 

[TyMathews]

I do not think Spyderco handle this right. In general they claim that customer story is not true and he disassemble his knife and break lock. Customer sad as well as seller that knife was never disassembled - then it may be only factory defect. It may be of course someone broke it when it was on display, but Spyderco insists that it was disassembled, which is hard to imagine how it was done by someone to display knife.

In general for me this mean that Spyderco CS may not believe customers. I rather as a customer prefer to deal with CS which trust me.

Lately, in addition to this one, I remember complain about Walker ZDP-189 blade being grind uneven so edge line was out of center. I also remember some reports (by Kristy) on Spyderco forum about Mule ZDP189 having bad HT.

All this was about knives made in Japan.

I am wondering if some change happened with Spyderco's Japanese subcontractors? Why all those things are happening lately? Is it G-Sakai or some other company now?

For myself - I am now when I am buying Spyderco knife, ask seller to inspect it carefully and inspect it myself once it came.

Thanks, Vassili.

P.S. I trust Jessy on this - I do not think that the fact that he disassemble knife in a past (which he admit from the beginning), somehow make him suspicion.
P.P.S. Make customer happy on public forum benefit company image way more then $20 (and make him unhappy on forum cost way more them $20).

Why is it that you are so willing to believe Jesse on this and disparage Spyderco? It would seem that Spyderco has a lot more to lose on this than Jesse does. I myself believe the Spyder people. They are the knife experts and if they say the knife was disassembled then it was disassembled. I see no reason to make someone "happy" who can only be made happy by replacing a knife that has been tampered with. The line has to be drawn someplace. I have a CF Native that I tinkered with and still haven't got fixed right. Should I send it back to Spyderco and demand that they replace the knife for a new something? Totally ridiculous.

-Tye

 

[nozh2002]

Why is it that you are so willing to believe Jesse on this and disparage Spyderco? It would seem that Spyderco has a lot more to lose on this than Jesse does. I myself believe the Spyder people. They are the knife experts and if they say the knife was disassembled then it was disassembled. I see no reason to make someone "happy" who can only be made happy by replacing a knife that has been tampered with. The line has to be drawn someplace. I have a CF Native that I tinkered with and still haven't got fixed right. Should I send it back to Spyderco and demand that they replace the knife for a new something? Totally ridiculous.

-Tye

Yes, in deed it is ridiculos. You break your knife - deal with this.

But what are proves that Jessy did disassemble his knife? What may indicate this? He sad he did not - many times. Only what was told so far - his "past". Which is - he disassemble his knife in the past as he honestly admited. To me in the past he only show his honesty.

Now in your case - after we know that you did break your Naive, as you just sad yourself. Should we now suspect you and deny any future warranty claims? Just because of "your past"... This seems ridiculous to me.

Thanks, Vassili.

 

[TyMathews]

Yes, in deed it is ridiculos. You break your knife - deal with this.

But what are proves that Jessy did disassemble his knife? What may indicate this? He sad he did not - many times. Only what was told so far - his "past". Which is - he disassemble his knife in the past as he honestly admited. To me in the past he only show his honesty.

Now in your case - after we know that you did break your Naive, as you just sad yourself. Should we now suspect you and deny any future warranty claims? Just because of "your past"... This seems ridiculous to me.

Thanks, Vassili.

Deny them on my Native, sure. I haven't abused CS in any way so there is no reason for them to suspect that I was trying to get something by them just to get a new knife or a knife repaired for free.

-Tye

 

[Ken C.]

Enough is enough.