Question Regarding Customer Service / Warranty Service on Taichung Models

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Oakengroves

Joined
Sep 4, 2012
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418
Salutations,

Fast, hassle free customer service is one of the most important factors I consider when purchasing a knife. Before I delved into Spyderco, I purchased Benchmades almost exclusively due to its fast, hassle-free warranty service. Specifically, I never had to worry about Benchmade not being able to repair or replace a knife because their manufacturing facilities are located in Oregon.

I've a fan of Spyderco over the past year after purchasing a PM2, Stretch, GB, Sage 1, and Caly 3.5. None of these knives have required serving yet. However, I am concerned about the potential turn around time and extent of warranty service for Spyderco knives manfactured outside the US. I'm considering purchasing a few more Taichung models, especially the Southard, and am curious whether the customer service and warranty reflects the increased costs of Taichung models.

Does anyone know the full scope of warranty servicing, how long services will be provided, and the turnaround on servicing for Taichung models? I'm almost tempted to sell the GB/Sage 1, and not purchase a Southard, because Golden may not be equipped to process Taichung repairs in an efficient manner.

Similarly, has anyone had any first hand experiences with warranty/customer service requests for Taichung models?

Thanks!
 
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I sent my Southard in for warranty repair on August 1st. I haven't heard anything back yet, but I'll let you know what happens when I do.
 
I may get my terminology wrong, but when the knife was unfolded, the lock bar was not clearing the bottom side of the blade. Basically, the frame lock would not engage.
 
Nope, I don't have any warranty experience with any of my Spydercos, including those made in Taiwan.
I'm pretty sure that dropping a knife off a building is not covered under the warranty, since it only covers manufacturing defects.
 
I've had some experience with my old Techno. Basically I stripped a screw head on one of the body screws. Sent it in to Spyderco, and about a month and a half later I had my Techno back, with a new (well old screw but this one had threads) screw that Charlynn had managed to scrounge up in Golden.

Although I'm not sure dropping a knife three stories would be covered under warranty. That seems like it wouldn't fall under normal wear and tear.
 
Invective said:
I've had some experience with my old Techno. Basically I stripped a screw head on one of the body screws. Sent it in to Spyderco, and about a month and a half later I had my Techno back, with a new (well old screw but this one had threads) screw that Charlynn had managed to scrounge up in Golden.
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I did the same, that is, strip a handle screw head, on my brand new U.S.-made PM2. I only use quality Wiha torx drivers. Reason for adjusting the screws was to center the blade.

Shipped it on August 13th (USPS Priority Mail $5.80) and they received it on August 15th. Status as of today is that it has been logged in. They're waiving the $20 repair fee this time since it's my first time sending anything back to Spyderco. They'll charge me $5 for shipping the knife back. So, it looks like it'll cost me $10.80 in all. I'll advise on how long it'll take excluding transit times.
 
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Excuse my poor explanation earlier. Had to pound out email during lunch.

I'm well aware that warranty service would not cover damage caused by negligence or an unusual use. Please ignore the whole "accidentally dropping" aspect of the question.

I'm still curious, however, on the speed, longevity, and quality of true warranty work [blade replacements after extensive use, new screws, re-alignment, etc.].

Thanks.
 
I can't give any feedback on the warranty service. I suppose though out of 15 Spydies and nine Taiwan examples that counts to ease your concerns that you may even need it. It sounds like the turn around is a little lengthy, but it also seems like the likelihood of needing it is low. Your concern of Golden being able to service Taiwan (or the Japan, China, and Italian or whatever European maker they have) seems like a legit concern. It does not seem economical to stock all knife parts in Golden. I am curious to know the logistics of their foreign made knives myself.

Edit to add due to last comment: Spyderco reportedly does not do blade replacements. I also never even considered that the repair work wouldn't be quality. I just wouldn't want to be without my (new most likely) knife for such a long time.
 
This is an excellent question, but one that im not overly concerned about myself. I like to tinker, and all of my knives get taken apart regularly so...my warranties are technically all void. That said, I guarantee that the full lifetime warranty applies regardless of country of origin. I would venture to guess that turn around time may be longer for more obscure models as those parts may not just be lying around, but I'd also say that I'm sure spyderco is well equipt to handle issues with some of their most poplular models (like the sage 1 and southard for example...). Either way, if you're having to use a warranty service often enough that turn around time is a selling point, you either have the worst luck in the world or you need to find a new knife company. I have owned easily 20+ spydercos and never once had an issue I would remotely consider worthy of a warranty repair.
 
FWIW, I've dealt with the folks at the Spyderco outlet here in Golden, Co, and have had nothing but great experiences. I know that's not exactly what you where asking, but just thought I'd throw that in. Good luck.
 
Only two knives I sent in were Japan made and had a turnaround time of 3 weeks and the issues were resolved. Charlynn was great answering my emails and on the phone.
 
Basically, it's the same as with all their models, regardless of where they are made. As long as the knife is being manufactured, they will repair it or replace it. Once it's out of production, they will repair it, if possible, or offer you a credit at their online website for its MSRP at the time it was discontinued. As for turnaround time for repairs, Spyderco is a relatively small company, so it does vary. Most time it will be about three weeks door-to-door, but it can be longer at times when they get busy. IIRC, the actual W&R work there is a one person show, so delays can happen.
 
Per your statement, "true warranty work [blade replacements after extensive use...]" A blade replacement after extensive use is not warranty work. If a blade has been used up, that's not even a repair, that's restoration.
 
Semantic customer service descriptions aside [warranty vs restoration], I've come to expect manufacturers to replace a blade for a reasonable fee based on the retail cost of the blade [BM: $25; CRK: $125]. It is unfortunate Spyderco does not offer this service.

I love Spyderco knives for their outstanding cutting performance, but this thread suggests its warranty service is slightly more delayed [3-6 week turn around] and smaller in scope than several other manufacturers, especially for Taichung and Seki models. Perhaps others had different experiences.
 
RamZar said:
I did the same, that is, strip a handle screw head, on my brand new U.S.-made PM2. I only use quality Wiha torx drivers. Reason for adjusting the screws was to center the blade.

Shipped it on August 13th (USPS Priority Mail $5.80) and they received it on August 15th. Status as of today is that it has been logged in. They're waiving the $20 repair fee this time since it's my first time sending anything back to Spyderco. They'll charge me $5 for shipping the knife back. So, it looks like it'll cost me $10.80 in all. I'll advise on how long it'll take excluding transit times.
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They were actually going to charge you $20.00 to replace a stripped screw :rolleyes:
 
It is not a semantic delineation, but a business one. Warranty is due to the manufacturer's defect, restoration or repair is due to normal use or abuse.

"I've come to expect manufacturers to replace a blade for a reasonable fee based on the retail cost of the blade [BM: $25; CRK: $125]."

Well your expectations are pretty unrealistic and won't be met by most manufacturers. The two you picked both have US production for most of their knives. Comparing CRK to Spyderco is unfair, since they are very different companies with very different product lines, customers and manufacturing philosophies. For example, CRK only makes about 4 folders, and they can make parts for all their knives when needed. Benchmade has had its ups and downs and was almost down and out at one point. I'll bet they won't have parts for long for their short-lived red box, overseas line of knives.

With the closure of Schrade, Cammillus and all the others, expecting warranty work, much less repair work, for more than 20 years is not wise. Buck had to move to Idaho in order to survive into the 21st century. Case has had many owners, and Queen just got a new one. Fallkniven was put on the block, didn't sell, so the owner kept it.

Both Benchmade and CRK have yet to survive succession to the next generation after the founder. Remember, two out of three family business can't last but 1 1/2 generations. Can't get parts from a failed company.
 
Hi Convolushun, Poj,

Welcome to our forum.

Hi Oakengroves,

As Deacon mentioned, turnaround time is usually about 3 weeks. Sometimes longer depending... We don't generally change blades as our CQI will often be enough of a change so a new blade won't fit an old piece. We try to be fair to all, and we take care of our customers.

sal
 
Sal Glesser said:
Hi Convolushun, Poj,

Welcome to our forum.

Hi Oakengroves,

As Deacon mentioned, turnaround time is usually about 3 weeks. Sometimes longer depending... We don't generally change blades as our CQI will often be enough of a change so a new blade won't fit an old piece. We try to be fair to all, and we take care of our customers.

sal
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Sal,

Thanks for the response. I also enjoyed reading Kristi's thread on the Spyderco forum. Posts like those really ease some of the concerns I have about purchasing knives manufactured over-seas.
 
Sal,

Thanks for the welcome.

Oakengroves,

I got my Southard back today as good as new. I don't think that you need to worry about service on a Taichung model. It took 25 days for them to fix my knife (which is within the time frame they stated up front). Customer service was responsive from the start.
 
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