Not so great customer service?

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Wow, who pissed in the punch?

Not all warranties are the same, if you don't feel like paying to send a knife in to get fixed then don't do it but you obviously don't value the knife that much. Prices are added to warranties because people abuse them all the time (heh go figure, basic human nature). When you don't abuse the "service" (key word there) you benefit from it, but due to actions of other people some companies have to set up these precautions.

Take the whining to the proper forum, and stop stirring the pot.
 
One thing that is "somewhat" important to note here. We only have the OP's paraphrasing of an email response from Spyderco to work with. His original email to them may have been vague and/or worded in such a way that W&R felt it was necessary to cover all bases in order to avoid possible misunderstandings.

So in answer to the OP's question - No, I do not think that email snippet, viewed out of context, indicates less-than-excellent customer service.

hunter s thompson said:
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?
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Yes, that's pretty much correct and is one way you could do things. There are just a couple minor corrections/additions I'd make. As I mentioned earlier, if the problem is covered under warranty, cannot be fixed, an the knife is out of production and cannot be replaced, you'd get an SFO credit for final MSRP instead. Also, AFAIK, the $5 charge only comes into play if you've requested resharpening, refinishing SS handles, or similar minor non-warranty work.

Alternately, you could just send in the knife. That works just as well if it's a warranty issue, it just makes things take longer in those cases where the issue turns out to be outside warranty. If, for example, Spyderco decides the marks on the blade spine where you struck it repeatedly with a rock make the blade play you've complained about a non-warranty issue, but the knife can be repaired, you will be asked to send $20 to cover the repairs.

Paul
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Can't resist !

Getting pissed off seeing Spyderco's warranty getting trashed. There is no up front cost...there is an up front payment...check out the difference in the dictionary.

I guess Spyderco needs money in hand to return a broken/abused knife that country folk use as a multi tool or shovel to bury old Ned the plow horse and then refuse to pay for repair.
 
My turn. A Spyderco CS rep told me; "You would not believe the dishonesty they have to deal with."
I do believe it.
Spyderco has one of the Best warranties in the business.
 
Lycosa said:
My turn. A Spyderco CS rep told me; "You would not believe the dishonesty they have to deal with."
I do believe it.
Spyderco has one of the Best warranties in the business.
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Is that some kind of shot at Spyderco owners? You seem to be implying that Spyderco wants money up front because they assume the knife owner is going to be lying about their knife. I doubt that is the case. Its hard to believe that Spyderco owners would be any more dishonest than any other brand owners.

I would think that any company that provides warranty service would have to deal with a certain level of dishonesty on a daily basis, a successful business has to build this in to their warranty program.
 
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i been using knives for many years. NEVER broke one. chipped the blade , but never broke. people that routinely break things, dont know what the hell they're doing.
 
I think you guys are confusing customer service with warranty. RAY has a great warranty, which is unconditional replacement. Spyderco has great customer service, there's a difference.
Hypothetically, knife manufacturer A could offer unconditional warranty, but it takes two months to get you replacement knife, that's a great warranty, poor customer service.
Knife manufacturer B offers a warranty where you pay for all the repairs, but they are easy to talk to, tell you repair status, check your satisfaction with the knife, that's a poor warranty but great customer service.
Spyderco has great customer service with an average warranty program, I hope
you guys see the difference.
 
wally@ferguson said:
Unconditional replacement is a sales feature ... not a warranty. Check your dictionary.
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If you're going to nit pick, you might want to read yours a little more closely. See definition 3: "unconditional replacement" would fall under the manufacturers responsibility for repair or replacement of defective parts.

* Main Entry: war·ran·ty
* Pronunciation: \ˈwȯr-ən-tē, ˈwär-\
* Function: noun
* Inflected Form(s): plural war·ran·ties
* Etymology: Middle English warantie, from Anglo-French warantie, garantie, from warentir to warrant
* Date: 14th century

1 a : a real covenant binding the grantor of an estate and the grantor's heirs to warrant and defend the title b : a collateral undertaking that a fact regarding the subject of a contract is or will be as it is expressly or by implication declared or promised to be
2 : something that authorizes, sanctions, supports, or justifies : warrant
3 : a usually written guarantee of the integrity of a product and of the maker's responsibility for the repair or replacement of defective parts

BTW: Yes, I do realize that all this "bashing" and "my knife company can beat up your knife company" is rather childish. :D It reminds me of the Yankees vs. Dodgers arguments. We're all here on this forum because we love baseball, er knives. ;)
 
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If me saying that a warranty and customer service are different, is stirring the pot, then you are sadly mistaken.
If we shunned everyone who had am opinion, what type of world would we live in?
It seems like you want to take away my rights just because I have stated an opinion.
I have a feeling you're just angry because your favorite company isn't being bowed down to, should I just kiss it's feet and relinquish my soul to it to please you? No, I won't.

And unconitional replacement is a warantee, which can be tied into a sales pitch. Your warantee is what you go to when your product is broken, and getting a new one through your warantee, makes it a warantee program that offer unconitional replacement, the sales pitch doesn't promise the replacement, your warantee does.
 
A_Blade_Afficionado said:
I think you guys are confusing customer service with warranty. RAY has a great warranty, which is unconditional replacement. Spyderco has great customer service, there's a difference.
Hypothetically, knife manufacturer A could offer unconditional warranty, but it takes two months to get you replacement knife, that's a great warranty, poor customer service.
Knife manufacturer B offers a warranty where you pay for all the repairs, but they are easy to talk to, tell you repair status, check your satisfaction with the knife, that's a poor warranty but great customer service.
Spyderco has great customer service with an average warranty program, I hope
you guys see the difference.
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Bullshit. Grow up kid and find another place to trash.

A_Blade_Afficionado said:
If me saying that a warranty and customer service are different, is stirring the pot, then you are sadly mistaken.
If we shunned everyone who had am opinion, what type of world would we live in?
It seems like you want to take away my rights just because I have stated an opinion.
I have a feeling you're just angry because your favorite company isn't being bowed down to, should I just kiss it's feet and relinquish my soul to it to please you? No, I won't.

And unconitional replacement is a warantee, which can be tied into a sales pitch. Your warantee is what you go to when your product is broken, and getting a new one through your warantee, makes it a warantee program that offer unconitional replacement, the sales pitch doesn't promise the replacement, your warantee does.
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And learn to spell warranty. :barf:
 
wally@ferguson said:
Definition 3 covers defective parts. That is what a written warranty usually states, which makes it conditional.
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True. That is how written warranties are commonly worded, however, the manufacturer could chose to make it unconditional. An example of unconditional replacement would be L. L. Bean's "Guarantee" (another name for warranty in this case), that states "Our products are guaranteed to give 100% satisfaction in every way. Return anything purchased from us at any time if it proves otherwise. We do not want you to have anything from L. L. Bean that is not completely satisfactory."
 
PG5768 said:
True. That is how written warranties are commonly worded. An example of unconditional replacement would be L. L. Bean's "Guarantee" (another name for warranty in this case), that states "Our products are guaranteed to give 100% satisfaction in every way. Return anything purchased from us at any time if it proves otherwise. We do not want you to have anything from L. L. Bean that is not completely satisfactory."
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REI has a similar thing, 100% Satisfaction or whatever. :thumbup:
 
hwpaintballer said:
:rolleyes: How is that trashing Spyderco, saying the have a great CS and an okay warranty?
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If you want me to go back and multi-quote every single absurd and argumentative thing he has said I will. Better yet you could go read it yourself. :thumbup:
 
Josh K said:
If you want me to go back and multi-quote every single absurd and argumentative thing he has said I will. Better yet you could go read it yourself. :thumbup:
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I have read through the whole thread and I don't find his posts half as absurd as Condition 1's, especially after he admitted to trolling Kershaw fans.
 
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