Spyderco Customer Service Disapointment

Thomas Linton said:
The impression that I get is that if you have anything negative to say about Spyderco, you are discouraged from bringing it to the Spyderco forum.
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There is a stark difference between sharing your experience, asking for feedback, and trashing the company, asking for a friendly response. Everyday I see issues brought about by people who need advice and there are plenty folks here who are eager to help out. Let's not fail to recognize that. What is the proper response to a searing complaint in a public forum? Like you said, mistakes are made and we are all human beings.

Thomas Linton said:
I strongly believe one should give a maker/seller/manufacturer a chance to handle a product problem directly instead of making a public complaint. I post this without judgment about how the OP has handled his issues.
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This.

Thomas Linton said:
I only contacted Spyderco once about a product problem, by PM to Sal, and have not received a response yet. It has been six weeks. I guess I need to try again.
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I am willing to assume that Sal is a busy fella being head of a company wearing multiple hats. He sure deals a lot more with his customers than any CEO type that I'm aware of. I have contacted Spyderco once, and they responded promptly. Perhaps you should shoot them another email or better yet, just give them a call.
 
Nullity said:
I suppose the difference is some people have a negative experience and are willing to work toward a solution, while others simply want to yell and complain, offering only negativity and self-righteousness.

I've seen many volatile topics end peacefully when the OP genuinely wants to try and resolve the situation, and I've seen casual topics deteriorate into an emotional screaming match of blame and entitlement.


I'll admit, if I had a problem, I would not look forward to starting a non-positive thread in a manufacturer's forum, but if I post without animosity and entitlement and really want to help solve my problems, I don't foresee any thread explosions happening.
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I couldn't agree more.
 
Thomas Linton said:
I only contacted Spyderco once about a product problem, by PM to Sal, and have not received a response yet. It has been six weeks. I guess I need to try again.
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Spyderco CS is usually quick and great (Charlynn is a very nice woman who has sent any part I've needed, since returning a knife from Europe can be a hassle). For a general complaint about a model's design contacting Sal might be the way to go. (he is pretty quick when not travelling)

Cheers

Sverre
 
Not sure if it was puukko's design (although other examples of the designer's work look otherwise) or the execution. I'll try again.

Ed: Sent form inquiry.
 
Thomas Linton said:
I like Spyderco knives. I bought a green serrated Endura years ago in Dayton Ohio - the first of the brand I had ever seen, and it went on ten-day backpackers out west twice over twenty-three years ago.

I own fourteen Spyderco's and have had a problem only with the last - the puukko.

I have never taken a Spyderco folder apart - not because it would void the warranty but because I have never felt the need.

I strongly believe one should give a maker/seller/manufacturer a chance to handle a product problem directly instead of making a public complaint. I post this without judgment about how the OP has handled his issues.

I only contacted Spyderco once about a product problem, by PM to Sal, and have not received a response yet. It has been six weeks. I guess I need to try again.

Assume for the moment that Spyderco is operated by mere human beings, as has been noted. That would mean mistakes are made.

The impression that I get is that if you have anything negative to say about Spyderco, you are discouraged from bringing it to the Spyderco forum.

For those that do not totally preclude negatives about Spydecso, should they be posted instead in GBU? General?
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About as true as it gets!
 
Slimman said:
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About as true as it gets!
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You're acting like questionable behavior is exclusive to this forum. Like I said, if it upsets you so much, why keep coming back. You seem motivated on proving your point, and regardless of the outcome, what do you gain? Even if your'e right, then what? Do the same thing in any fan forum for any brand of anything and the same thing will happen.

You're over here criticizing other members but I have yet to see anyone other than you that's keeping the pettiness from subsiding and have resorted to namecalling. Is it the attention your'e after? Just curious.
 
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FCM415 said:
You're acting like questionable behavior is exclusive to this forum. Like I said, if it upsets you so much, why keep coming back. You seem motivated on proving your point, and regardless of the outcome, what do you gain? Even if your'e right, then what? Do the same thing in any fan forum for any brand of anything and the same thing will happen.

You're over here criticizing other members but I have yet to see anyone other than you that's keeping the pettiness from subsiding and have resorted to namecalling. Is it the attention your'e after? Just curious.
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Go reread the thread. The criticism starts on page 1 right after the OP voices his frustration. The thing that I find the most amusing about you "Fanboys" is how condescending and hypocritical you are. Are you that insecure? Just curious.
 
"You fanboys" is quite a generalization. Never have I once criticized anyone at anytime in any of my posts in bladeforums until now so Im assuming you are not referring to me. Am I insecure? About what? Can you be more specific? Now answer my question, what is your motivation for being petty? Is it the attention, do you enjoy conflict. The very thing you are criticizing members for? Check my record, never argued or badmouthed anyone for anything on here. I only know you from this thread, and it has certainly been enough to form opinions about you. If you noticed, Im not about defending anyone including Spyderco. Its just another brand. No one else here is intent on keeping this thread negative and have been conciliatory which is why I am addressing you.

Yes, ignoring you and not stooping down to your level like most on here did is the wise thing to do. We all know your type, the one who feeds off conflict. You get a kick out of it, I see you. Thats why youve been parked on this thread all day including yesteday, I see your sig down below. Fishing for the next guy to get suckered in.
 
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Let's discuss the topic instead of other members.
 
FCM415 said:
"You fanboys" is quite a generalization. Never have I once criticized anyone at anytime in any of my posts in bladeforums until now so Im assuming you are not referring to me. Am I insecure? About what? Can you be more specific? Now answer my question, what is your motivation for being petty? Is it the attention, do you enjoy conflict. The very thing you are criticizing members for? Check my record, never argued or badmouthed anyone for anything on here. I only know you from this thread, and it has certainly been enough to form opinions about you. If you noticed, Im not about defending anyone including Spyderco. Its just another brand. No one else here is intent on keeping this thread negative and have been conciliatory which is why I am addressing you.

Yes, ignoring you and not stooping down to your level like most on here did is the wise thing to do. We all know your type, the one who feeds off conflict. You get a kick out of it, I see you. Thats why youve been parked on this thread all day including yesteday, I see your sig down below. Fishing for the next guy to get suckered in.
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Dude...you have an overactive imagination. Yes I have my computer by my side. Yes I am browsing bladeforums while watching MNF. I am not sure what gave you the idea that I am sitting on the edge of my seat waiting for your reply. Seriously you are not that important.
Funny that you criticize and accuse me of camping on this thread when you have the most post in the thread. A bit hypocritical, don't you think?
 
Having worked in customer service, there's often problems connecting with customers. I think your best bet is to phone first and ask what they can do for you. If you can't call, or aren't satisfied, try e-mail. If that doesn't work, write them a letter and mail it. Speaking of which, when you return something, you should include a legible, sane, logical, description of who you are, what the problem is, and your return address.

Personally, I like the way Busse handles this stuff on their sub forum. This is their sticky on the matter:

http://www.bladeforums.com/forums/s...oblem-With-Your-Busse-Knife-Here-s-What-To-Do
 
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Thomas Linton said:
The impression that I get is that if you have anything negative to say about Spyderco, you are discouraged from bringing it to the Spyderco forum.
For those that do not totally preclude negatives about Spydecso, should they be posted instead in GBU? General?
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+1
Sometimes I am getting the same impression and this is a bit disappointing because I consider myself Spyderco fan, but not a fanboy. But forums are public places, where you can meet variety of people, also internet allow us to be less civil than in real life. Still most of the people are trying to be helpful, just a very few disappointing. So ignore list can be your best friend.
IMHO OP should just be a little more patient. I know that this is hard sometimes and little things can drive you crazy, but in the life sometime we have to wait. From my personal experience, sometimes mail to EU can take couple month to arrive. In your case, PM to Sal probably is not the best way to solve the issue fast. During my Spyderco addiction I sent few knives for evolution and every time it working out to my favor. I had great experience with Miranda, who went an extra mile to help me. Charlyn does great job as well. She is a nice person, who want to help.
 
The use of the word "fanboy" ought to get an immediate ban by the moderators. In nearly every case it's a simple ad hominem attack by people who can't muster any facts or principles for their posts. :thumbdn:
 
My experience with Spyderco Customer Service has been average. They do stand behind their products and they are reachable, however they don't go above and beyond like some knife companies do. Companies like Kershaw, ESEE, and Ka-Bar make Spyderco seem like a bunch of jerks (even though they aren't and their CS is on par with most "good" companies, regardless of what type of products they deal in). We get spoiled with some of these companies and not all of them take such a generous approach to customer service. Their knives are great and CS is fine...I'm sure your parts are in the mail, be patient.
 
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