Not so great customer service?

[zenheretic]

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.

So when will this occur, as I see you still posting here...

My knives aren't broken right now, so I don't see your point. Unless you planned on posting an irrelevant post just to use the smiley?

You obviously have a problem with Spyderco's warranty, thus perform the classic announcement of going elsewhere, yet remain to stir the pot. It really isn't hard to follow.

 

[zenheretic]

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?

It is all laid out here...
http://spyderco.com/edge-u-cation/index.php?item=10

 

[Josh K]

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?

If I ever need anything I send it in with a check for $5. If it isn't a warranty issue they will contact you.

 

[A_Blade_Afficionado]

I don't have a problem with Spyderco's warranty, if they want to charge their customers to service their knives, it's okay with me. I guess it's better to charge your customers and stay and business than eat the costs and go into debt. To each their own, it's not my business, my margins, or my market share, so I couldn't care less.

 

[Josh K]

I don't have a problem with Spyderco's warranty, if they want to charge their customers to service their knives, it's okay with me. I guess it's better to charge your customers and stay and business than eat the costs and go into debt. To each their own, it's not my business, my margins, or my market share, so I couldn't care less.

Everyone charges for customer service. Sometimes it's direct, other times it is not.

Spyderco seems to be doing pretty well for itself considering they "charge" for warranty work.

 

[PG5768]

If I ever need anything I send it in with a check for $5. If it isn't a warranty issue they will contact you.

I haven't had any warranty issues with my Spydercos, but their warranty instructions are very clear. They aren't trying to hide anything or be sneaky.

They've just made a business decision to run their warranty program in a certain way, presumably to make sure that their knives are as affordable as possible without having to build the cost of a more liberal warranty program in to the initial cost of their knives. It seems to be working for them. Other manufacturers have taken a more liberal approach with their lifetime warranty and that seems to be working for them, too. And the prices for their knives seem to be competitive, too.

 

[SPXTrader]

They've just made a business decision to run their warranty program in a certain way, presumably to make sure that their knives are as affordable as possible without having to build the cost of a more liberal warranty program in to the initial cost of their knives. It seems to be working for them. Other manufacturers have taken a more liberal approach with their lifetime warranty and that seems to be working for them, too.

I've stayed out of this fracas because I've never had a warranty issue with a Spyderco. But I think I understand the salient point. If you spend $ 40 or so for a knife, and need repair that is out of warranty, it will cost you roughly $ 30 (shipping out and back plus repair), then is there an advantage to repairing the knife or just go out, buy another one, and be done with it? No loss of pocket time, going to the PO twice, etc...

This may give the impression to some that up to a certain price point these are considered dispensable knives. If my Millie needed repair, yes, I'd send it back in. But anything around the $ 40 to $ 50 price range would be a toss up.

Just thought I'd toss another view into the conversation.

 

[PG5768]

I've stayed out of this fracas because I've never had a warranty issue with a Spyderco. But I think I understand the salient point. If you spend $ 40 or so for a knife, and need repair that is out of warranty, it will cost you roughly $ 30 (shipping out and back plus repair), then is there an advantage to repairing the knife or just go out, buy another one, and be done with it? No loss of pocket time, going to the PO twice, etc...

This may give the impression to some that up to a certain price point these are considered dispensable knives. If my Millie needed repair, yes, I'd send it back in. But anything around the $ 40 to $ 50 price range would be a toss up.

Just thought I'd toss another view into the conversation.

That's basically it. Unless a particular $40 or $50 knife has sentimental value, then a simple cost benefit analysis would provide the answer on whether to send it in and pay 60% to 70% of the replacement cost for a repair or buy another knife.

 

[Condition 1]

It's not like a ..........let's say Kershaw warranty. Because the knives are different. Spyderco makes a high quality knife with expensive materials. Most of their knives are worth fixing. Most folks send them in for service when they need it. Kershaw knives are of high quality as well. However most don't cost as much as a Spyderco and are therefore tossed out when broken by the user or by Kershaw when sent in for warranty and a new one sent. That's cost effective due to the fact that it cost less then repairing them. Ya know, unlike a Spyderco.

That's just good old fashion country common sense.

C1

 

[A_Blade_Afficionado]

Everyone charges for customer service. Sometimes it's direct, other times it is not.

Spyderco seems to be doing pretty well for itself considering they "charge" for warranty work.

This is what I find odd, if some companies can offer certain products at a competitive price, and not charge extra for the warranty, what makes their process more efficient and cost effective? I'd gladly pay an extra $5 on each knife to cover the the cost of one in 10 breaking. I like to rest in solace knowing that my initial purchase price is the final purchase price, no strings attached to keep it operable. I prefer the liberal incorporation of warranty because it covers your @$$ when you need it, but it doesn't punch you while your down by charging you extra when you need it.

No offence Sal, I'm not belittling your business practice, I'm just stating my preference.

 

[hwpaintballer]

It's not like a ..........let's say Kershaw warranty. Because the knives are different. Spyderco makes a high quality knife with expensive materials. Most of their knives are worth fixing. Most folks send them in for service when they need it. Kershaw knives are of high quality as well. However most don't cost as much as a Spyderco and are therefore tossed out when broken by the user or by Kershaw when sent in for warranty and a new one sent. That's cost effective due to the fact that it cost less then repairing them. Ya know, unlike a Spyderco.

That's just good old fashion country common sense.

C1

Uhh what?

Kershaw knives are not cheap material throw aways, and most of them are worth sending it to be fixed especially since all you have to pay for is shipping.

 

[A_Blade_Afficionado]

It's not like a ..........let's say Kershaw warranty. Because the knives are different. Spyderco makes a high quality knife with expensive materials. Most of their knives are worth fixing. Most folks send them in for service when they need it. Kershaw knives are of high quality as well. However most don't cost as much as a Spyderco and are therefore tossed out when broken by the user or by Kershaw when sent in for warranty and a new one sent. That's cost effective due to the fact that it cost less then repairing them. Ya know, unlike a Spyderco.

That's just good old fashion country common sense.

C1

I don't know what you were taught in the country, but last I checked, country folk are resourceful, and don't waste anything, so why would you throw away your blade due to a bad lockbar when the rest of the knife is still good, ie: blade and scale.

 

[Condition 1]

Wow!!! 4 minutes. That's a new record.

 

[A_Blade_Afficionado]

Nevermind... I'll refrain this time.

 

[hwpaintballer]

Wow!!! 4 minutes. That's a new record.

Wow usually it takes someone longer than 4 minutes to call you out on your "misinformations"?

 

[riffraff]

It's not like a ..........let's say Kershaw warranty. Because the knives are different. Spyderco makes a high quality knife with expensive materials. Most of their knives are worth fixing. Most folks send them in for service when they need it. Kershaw knives are of high quality as well. However most don't cost as much as a Spyderco and are therefore tossed out when broken by the user or by Kershaw when sent in for warranty and a new one sent. That's cost effective due to the fact that it cost less then repairing them. Ya know, unlike a Spyderco.

That's just good old fashion country common sense.

C1

Not quite following your logic here, but if Kershaw knives stick in your craw (as they appear to), let's try the Zero Tolerance warranty. Much higher priced knives of "expensive materials" (your term). But, look, they have the same policy...send it and they'll fix or replace it. No up-front costs by the customer, no requirement for the customer to cover shipping back. In fact, it appears they go one step further, since the ZT rep said during Blade last year that they will fix or replace a ZT knife regardless of abuse. A true 100% unconditional warranty. No whining over an additional $5 from the customer. Just simple, professional customer service. They are not alone; as someone already mentioned, Rat Cutlery also offers the same warranty, and I'm sure there are others.

 

[A_Blade_Afficionado]

Not quite following your logic here, but if Kershaw knives stick in your craw (as they appear to), let's try the Zero Tolerance warranty. Much higher priced knives of "expensive materials" (your term). But, look, they have the same policy...send it and they'll fix or replace it. No up-front costs by the customer, no requirement for the customer to cover shipping back. In fact, it appears they go one step further, since the ZT rep said during Blade last year that they will fix or replace a ZT knife regardless of abuse. A true 100% unconditional warranty. No whining over an additional $5 from the customer. Just simple, professional customer service. They are not alone; as someone already mentioned, Rat Cutlery also offers the same warranty, and I'm sure there are others.

But that's not good ole fashion country thinking riffraff, that's sophisticated speak.
(Sorry, couldn't resist.)

 

[The Government]

Not quite following your logic here, but if Kershaw knives stick in your craw (as they appear to), let's try the Zero Tolerance warranty. Much higher priced knives of "expensive materials" (your term). But, look, they have the same policy...send it and they'll fix or replace it. No up-front costs by the customer, no requirement for the customer to cover shipping back. In fact, it appears they go one step further, since the ZT rep said during Blade last year that they will fix or replace a ZT knife regardless of abuse. A true 100% unconditional warranty. No whining over an additional $5 from the customer. Just simple, professional customer service. They are not alone; as someone already mentioned, Rat Cutlery also offers the same warranty, and I'm sure there are others.

I just want to clarify that other than that video clip from the 2009 blade show (which is on youtube), ZT knives have the same limited warrantee that they always have. What that representative said was verbal and unofficial and nowhere is it in writing -so as to be legal and binding.

They may have an unofficial policy, but nothing is in writting so it would be bad to assume it true. I wish it was in writting, that would be awesome, but so far, I have not seen any changes.

Their Limited lifetime warrantee is on their catalog and on their website. Here is a link to their website, and the warrantee:

http://www.kershawknives.com/warranty.php?brand=zt

Limited Lifetime Warranty
Zero Tolerance products are guaranteed for the lifetime of the original owner to be free of defects when received from the factory. Any product we find to be defective in its original material, construction, or workmanship will be repaired or replaced with the same item or one of equal value at no charge. (Of course, normal wear, abuse such as prying with the knife, or neglect are excluded from this non-transferable warranty.) For warranty service, please return product via UPS or insured mail. Include your name, address, telephone number, and a short explanation of the warranty service requested to the address below. Please allow 4-6 weeks for delivery.

Kai USA ltd., Zero Tolerance Knives
WARRANTY DEPARTMENT
18600 SW Teton Avenue
Tualatin, OR 97062

Liability Disclaimer
Zero Tolerance Knives are intended and sold for legitimate use only. The purchase, use, and ownership of knives are subject to a wide variety of local laws and regulations. Certain knife styles, blade designs, and blade lengths are not allowed in specific areas. In light of recent events involving national security, knives may not be permitted in government buildings or on government property (such as court houses, federal offices, national monuments, and airports), and government officials may take the position that knives are “weapons” under applicable laws. Due to the complexity and constantly changing nature of these laws and regulations, it is impossible for Kai USA ltd., to be aware of every restriction in every location in which our knives may be sold or carried. It is the responsibility of the buyer to investigate and comply with the laws and regulations that apply in his or her specific area. You, and not Kai USA ltd., are solely responsible for any claims resulting from violation of these laws and/or regulations.

WARNING! Knives are extremely sharp tools and should only be used with the utmost care and caution. Any use other than cutting is considered misuse and abuse and will void your warranty.

Zero Tolerance Knives are made in the USA.

We reserve the right to change specifications, materials, or discontinue products at any time without notice.

 

[Condition 1]

I love Kershaw. Really, I own many and value them.
I just get a kick out of their fan club.
Just a little ribbing.

Don't take the hobby too serious.
Smile.....life is good.

But that's not good ole fashion country thinking riffraff, that's sophisticated speak.
(Sorry, couldn't resist.)

Ya see that's funny.

Keep it sharp!!!
C1

 

[sidecutter]

throw it away and buy another knife. or 2. or 3.