Not so great customer service?

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I recently had an issue come up and sent a knife in for an issue. I was glad I only had to provide $5.00. My issue was covered and I received a replacement. Quick turn around, and I am a happy camper. To me, it is worth the investment.
 
I believe when you really stop to look at the facts $5 is so reasonable compared to some other big name companies getting $15 minimum up front or more even for warranty work that I don't get the complaint. For that matter $30 is not buying what it used to. I deal with this on a smaller scale myself at times and maybe folks don't realize even though they live with it every time they go to the grocery store that $30 buys about what $15-$17 did just a few years ago depending on where you live.

Personally no one including myself can make a living charging that little for service work. I tell you quite seriously having run a business myself that in the end we basically pay you to work for you at those prices after its all over. Service is a loss to begin with so anything you give up to have a knife serviced is just some vague resemblance to an effort to try to recoup some of the actual cost to them just to try to please their customers.

It seems to me if a customer owns a knife they usually know whether its a warranty item still covered or not. If knowing it was voided and they still mail it in knowing that its not under warranty, well, they bought a bill of goods. Complaining at that point seems a mental lapse to me.

If the knife is not warrantied anymore and you know that don't mail it in. If you don't want to spend the money either way then find a new knife and forget about fixing that one. Buy one of the new Persistence folders for about what you are looking at spending to get that one fixed if its not covered and put that one in a tool box or something.

STR
 
It almost reads as if the op expects a guarantee that his issue is a warranty problem based off his email to the company, which is absurd. No one can diagnose knives on the net or even on the phone. They have to have it in their hands before they will know if it is a warranty issue or not.

One of my experiences with Spyderco warranty work was with an out of production knife. It appeared to me that it was never sharpened by the factory. I didn't know what their prognosis would be so I sent in two checks, one for $5 and one for $20 to cover all my bases. They fixed it and sent both checks back.
 
STR said:
Personally no one including myself can make a living charging that little for service work. I tell you quite seriously having run a business myself that in the end we basically pay you to work for you at those prices after its all over. Service is a loss to begin with so anything you give up to have a knife serviced is just some vague resemblance to an effort to try to recoup some of the actual cost to them just to try to please their customers
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I don't say this to pile on the OP. But this is the BOTTOM LINE.

We need to remember that these are professionals providing a professional service. Labor is often (Mostly) more expensive than parts. Rightly so, this is skilled labor and is worth much more than these folks charge.

I guess we just need to remember big company's charge $0 for labor.
True warranty work as customers we deserve that but ask yourselves. How many times were things fixed FREE that really were not entirely warranty. How many times did they get on the phone and say "sorry we won't fix this?"

Just a thought.

Again, nothing to do with pilling on the OP.:)

C1
 
I guess I'm just spoiled, I'm used to sending in my knives, and having them cover the costs of repair, all I do is pay shipping. :thumbup: I'm sorry that you aren't being offered the same service for your knife. I guess I'll stick to my unconditional warrantied knives from now on.
 
A_Blade_Afficionado said:
I guess I'm just spoiled, I'm used to sending in my knives, and having them cover the costs of repair, all I do is pay shipping. :thumbup: I'm sorry that you aren't being offered the same service for your knife. I guess I'll stick to my unconditional warrantied knives from now on.
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No warranty is unconditional, except maybe RAT. He is being offered the same service.

Prime example of someone reading the first post and then commenting without actually reading anything.
 
Josh K said:
No warranty is unconditional, except maybe RAT. He is being offered the same service.

Prime example of someone reading the first post and then commenting without actually reading anything.
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I read all the posts. Perfect example of someone trying to jump on my case because I had a differing opinion than you did. What's new.
 
A_Blade_Afficionado said:
I read all the posts. Perfect example of someone trying to jump on my case because I had a differing opinion than you did. What's new.
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You're "opinion" happens to be wrong. To quote you, "What's new?"

Excuse me for trying to help a kid out, I guess even the young ones can't be taught new tricks.
 
Last I checked, you can't have a wrong opinion. We can have differing opinions, but neither of ours is wrong.
Opinion-
1. A belief or conclusion held with confidence but not substantiated by positive knowledge or proof: "The world is not run by thought, nor by imagination, but by opinion" (Elizabeth Drew).
2. A judgment based on special knowledge and given by an expert: a medical opinion.
3. A judgment or estimation of the merit of a person or thing: has a low opinion of braggarts.
4. The prevailing view: public opinion.
5. Law A formal statement by a court or other adjudicative body of the legal reasons and principles for the conclusions of the court.

Last I checked, it never said opinions can be wrong according to the dictionary...

You didn't try to help him, you belittled him for questioning Spyderco's customer service. He's entitled to an opinion, but let me guess, his opinion is wrong according to you.
 
A_Blade_Afficionado said:
I guess I'm just spoiled, I'm used to sending in my knives, and having them cover the costs of repair, all I do is pay shipping. :thumbup: I'm sorry that you aren't being offered the same service for your knife. I guess I'll stick to my unconditional warrantied knives from now on.
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So when will this occur, as I see you still posting here...:rolleyes:
 
This thread is getting out of hand....

I think $5 is not too much to ask. I sent in a knife before for a lockbar problem. They sent me a new knife and my $5 check back. If that is not customer service, I don't know what is?

Goodluck with your problem.:thumbup:
 
A_Blade_Afficionado said:
I guess I'm just spoiled, I'm used to sending in my knives, and having them cover the costs of repair, all I do is pay shipping. :thumbup: I'm sorry that you aren't being offered the same service for your knife. I guess I'll stick to my unconditional warrantied knives from now on.
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Your opinion isn't what's wrong, it's your analysis of the question and the responses.

A_Blade_Afficionado said:
Last I checked, you can't have a wrong opinion. We can have differing opinions, but neither of ours is wrong.
Opinion-
1. A belief or conclusion held with confidence but not substantiated by positive knowledge or proof: "The world is not run by thought, nor by imagination, but by opinion" (Elizabeth Drew).
2. A judgment based on special knowledge and given by an expert: a medical opinion.
3. A judgment or estimation of the merit of a person or thing: has a low opinion of braggarts.
4. The prevailing view: public opinion.
5. Law A formal statement by a court or other adjudicative body of the legal reasons and principles for the conclusions of the court.

Last I checked, it never said opinions can be wrong according to the dictionary...

You didn't try to help him, you belittled him for questioning Spyderco's customer service. He's entitled to an opinion, but let me guess, his opinion is wrong according to you.
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His opinion of bad customer service rests on (apparently) a single email. If I judged a brand on one cigar I'd be without any delightful little smokes.

You must be pretty insecure to feel the need to have to post a dictionary definition for something we aren't even arguing about. This isn't about your opinion because frankly I could care less about that.
 
You said my opinion is wrong, then you say it isn't wrong, and that my analysis is wrong.
I posted the definition of "opinion" to show that opinions are subjective and can't be wrong.
He didn't say the customer service is bad... He was questioning whether or not it was as great as everyone preached.
 
OK let me get this straight, if I have what I think is a warranty issue with $40 knife I send it to Spyderco along with two checks one for $5 and one for $20. Then if Spyderco decides it is a warranty issue they refund the money and send me a new knife or repair the problem. Is this correct?
 
BlazenGem said:
in my opinion thats asking too much of spyderco in such a recession.
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Expecting a quality product out of the box from an established manufacturer is a concept that ignores recession. You wouldn't expect a bad surgery just because the doctor was having trouble paying his mortgage would you?

BlazenGem said:
Because the knife in question is only $40 new, spending more than 25% of what its worth might seem over the edge . However, if it was a more expensive model it would be worth it.
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I don't believe the cost of the product should matter, they should fix a dysfunctional product if its $20 or $200. Thats just good service and taking care of your customers.
 
Josh K said:
Prime example of someone reading the first post and then commenting without actually reading anything.
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And the basic arithmetic of 5+5+20 = 30 lost you on page one.

Don't throw stones from the glass house buddy, we're just chatting here. ;)
 
There's an example of outstanding CS in this post FWIW. Don't know if this model can be sustained by other knife manufacturers, but at least one seems to be able to make it work.

Link
 
hunter s thompson said:
PG any ideal how much it cost NDJEEP to get that customer service?
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I don't think he says in his thread, but it sounds like just the cost of shipping his knife to the manufacturer. Everything else was covered under a lifetime warranty.:thumbup:
 
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