Really Really bummed with Spyderco's Customer Service

Macchina

Macchina

Joined
Apr 7, 2006
Messages
5,215
So three weeks ago I sent in two knives to Spyderco for warranty work. I've done this before, and been happy with the repairs. So the two knives I sent in were a CPMD2 Military and an Endura 3. The Military had a very misaligned blade (almost touching the scale), and the Endura 3 had vertical blade play. I got them back today with a note saying that they had been "sharpened and reconditioned to the best of their capability."

Now I understand the Endura 3: it's made in Japan and has been replaced by the Endura 4, not much of a problem there.

But the CPMD2 Military: The latest release of the Military line, made in the same factory I sent the knife to. The blade is misaligned so bad, it touches the side sometimes when I open it! I got this knife because it is a limited run, I wanted a knife that was in good condition! I'm really upset that they would not repair/replace this one, as it was going to be my favorite knife! Now, it'll sit in my drawer as the blemished knife that could have been.

BentMilitary.jpg







EDIT:
I fixed the knife myself by disassembling and lightly bending all the internal parts, then reassembling. The blade now centers correctly. Though I am put off that my knife was returned without repair, I am not at upset a Spyderco as a company. They make a fine product.
 
I have a Boker Sodbuster with a blade like that. It doesn't effect usability, but then it is a ten dollar knife. I don't know how much those cost, but if it's anywhere near the price I imagine, then it is unacceptable for them not to replace the blade. This will most likely get moved to the GB&U, but maybe try posting in the Spyderco forum. Sal should see it, and he may make it right for you.
 
It's hard to tell from a photo, but the blade looks straight to me. Could it just need an adjustment? I've heard that this can be done by opening the knife and pushing the blade in the direction that it is "off" in the closed position. It's a shame they didn't remedy this in the customer service dept though.
 
michaelmcgo,

So what did they say? Obviously you called CS and asked what hapedned before posting here.

Did they not notice the cosmetic blemish?

I've read Sal Glesser say more than once that a knife with a blade like that should not go out the door.

What did they say?
 
I sent in writing what was wrong with each knife in the package they were contained in. I did not call them, because my disappointment is in my knife being gone for three weeks, and them sending it back to me telling me they "reconditioned to the best of their capability". I have tried bending G-10 in the past, it doesn't hold the bend. I don't dare bend the blade, as that voids the warranty that I am trying to use. I know it's not a huge deal to many people, but I expected them to fix a blemish on a $120 knife.
 
michaelmcgo said:
I sent in writing what was wrong with each knife in the package they were contained in. I did not call them, because my disappointment is in my knife being gone for three weeks, and them sending it back to me telling me they "reconditioned to the best of their capability". I have tried bending G-10 in the past, it doesn't hold the bend. I don't dare bend the blade, as that voids the warranty that I am trying to use. I know it's not a huge deal to many people, but I expected them to fix a blemish on a $120 knife.
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I would be disappointed too. But from reading the forums for this past few years I would think that was an oversight on Spyderco's CS (and originally on QC) which is not common nor tolerated in that company.

I've kept my finger on the trigger since the D2 was announced, I will follow this thread.
 
Maybe you should go over to my forum and read that tips and trick thread sticky at the top of the page. In this thread its the last post I made on longer folding knives and see if you can get it fixed up that way. It may be something much simpler than you realize to fix.

Just a thought. Well, here I'll just go one better and post a link directly to the post for you. This is something I've done with longer knives including the Military on several occasions among others where I successfully recentered the blade or at least made drastic improvement. http://www.bladeforums.com/forums/showpost.php?p=4881109&postcount=11

Keep in mind here that what I'm noticing on longer knives is that its not the blade that bends but the body of the folder itself which causes this off center look. Many times its an easy fix but often times something that may or may not have to be repeated on knives used hard. It has shown up on factory knives a time or two also though.

STR
 
michaelmcgo, I lightened up your pic' a little, THAT blade is way off-center.

Really surprised that one got out.
 

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Not acceptable. I posted a similar thread in Buck Forums regarding one of their knives. Buck is a standup company, and it appears several representatives from the company chimed in. I hope the same is true here.

You can read about my experience here.

Andy
 
razcob said:
There seems to be a disturbing pattern developing with Spyderco Quality Control. The blades on the Military snapping, my experience with purchasing the Manix, etc. http://www.bladeforums.com/forums/showthread.php?t=494481

I am sure they'll fix it again, but you'll have to pay additional shipping costs.
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I see a whole lot of knives in my shop for all manner of repairs, and elective surgery. As a result I get a lot of chances weekly to see the knives out there in the hands of end line users being taken out to the daily grind routinely. Overall I see a lot quality and consistancy from Spyderco.

And although I have on an occasion seen some not quite up to par I'd say they rate on the top shelf in many many ways.

All companies have a few knives less than worthy of praise and I've seen them but let me try to get accross that just because one or two or even ten came to the attention of this or any forum it does not mean it equals a pattern or even much more than isolated conicidences that happen to be posted at around the same time. To make that call you'd have to have a larger sampling than one two or 50 knives.

Spyderco has nothing to worry about in this regard with patterns of disappointment or bad knives. I could get into which companies do but won't.

Lets not spread false rumors just because one or two knives came to your attention or just because you had a bad one that wasn't taken care of to your satisfaction ok?

Thanks

STR
 
If I can fix this knife on my own, I will be happy. I'm guessing Spyderco does not have many of these in stock at the factory, and did not want to part with a blade (mere speculation). I just want the blade to center properly. I do not mean to cut down Spyderco as a company, as I own many of their knives, and am very impressed. I am just upset that they sent me the knife back, without doing any warranty repair work on it.
 
Spyderco usually has top notch quality products and great customer service but man you guys sure has been scaring me with all these bad Spyderco post lately. Don't worry Sal I still plan on investing in a lot more of your products. :D
 
Yeah, that's happened to me too. I wrote a letter requesting the bushings replaced on my late ParaMilitary. It came back with same worn bushings. Had to call up and ask for bushings to be sent directly to me
 
All companies have a few knives less than worthy of praise and I've seen them but let me try to get accross that just because one or two or even ten came to the attention of this or any forum it does not mean it equals a pattern or even much more than isolated conicidences that happen to be posted at around the same time. To make that call you'd have to have a larger sampling than one two or 50 knives.
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STR makes an excellent point here. Just seeing a few QC issues posted here in a relatively short time frame does not in any way indicate that Spyderco quality control is slipping. We are seeing a very small, statistically insignificant amount of issues compared with how many Spydies come out of the factory perfect. I suspect that if we posted every time we got a flawless knife from Spyderco we would shut the forum down from overuse. Please don't draw patterns from a tiny number of incidences.

That said it does suck to see that your knife was not right when it was returned to you. Was this knife new & unused? I would imagine that Sal will make sure it is taken care of when it comes to his attention. A quick call to customer service may straighten things out as well.
 
I don't know what you said in your letter when you sent the knife in, but you keep saying the blade is bent...even many in this thread state it is likely an alignment issue. Perhaps if you said the blade is bent, they checked the blade, which one would likely do by opening the knife, noted it wasn't bent, and sent it back to you, since the blade isn't bent. Just speculation on my part obviously, but that blade doesn't look bent in your photo.
 
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