Spyderco Customer Service Disapointment

My response about Spyderco CS is as follows:
I did get a response back every time from Spyderco, but regarding replacement parts, I was told (the 2nd time) that Spyderco can't replace parts for foreign made blades. Strange to me since if there would be a bigger issue with a knife, they should have the parts on hand to fix it, rather than sending it to Japan to be fixed. I was also told that they would replace current parts with used parts. Again, not so cool. If I am asking for a replacement part for a warranty service, I think the part should be new. This is sub-par. I spent over $500 on Spydercos and this is what they can offer? I even asked the sizes of the hardware so maybe I could search on my own to find a suitable replacement...again, no chance!

Below is a response from kershaw, but the personal details have been deleted. I got details like timescale estimates, sincerity, suggestions, a nice tone and a thank you, even though in a customer service case, I should be saying "thanks" for the help. This is how CS should be.

"I will be happy to send the parts to you. There is no fee for this service. International shipping can take up to four weeks before clearing customs. You have the option of adding blue loctite to the threads of the handle, pocket clip and pivot screws to ensure a tight fit. Loctite can be purchased at any hardware store. Allow the knife to dry for 24 hours before using again. Please let me know if you have any questions. Thank you for carrying our knives."

When I say things like "fanboy" I mean it for people who have a "can do no wrong" attitude towards something. People who will have an opinion before thinking about both sides of the story. I would be surprised if you can't say Spyderco's CS couldn't use at least SOME improvement. A lot of their knives are on the same par as Kershaw/ ZT in quality, materials used, and price point. Spyderco certainly isn't a low end blade company. All I am sayin' is that I just can't believe I can't get any info or replacements. I never asked anyone to do anything for me, in fact, I am picky with my knives, like a lot of others here, and I rather that someone else not "fix" a knife. In my opinion, a warranty should be for factory errors, but the factory should be able to at least sell replacements. Could get that either.

I tried to like Spyderco, I love their designs, but, I just can't justify putting money into a company that won't even give me info about their product so I can go and solve the issue. They won't offer a resolution or anything. That isn't going above and beyond, that is doing their job.

With this, I will just admire the Spyderco pictures from now on in this section of the forum! Thanks for the feedback! :)
 
Are you unable to figure out what the screw sizes are on your own? Are we to understand that yu are unhappy with the responses you've received? We can all improve on some things in life, from the way we start threads, to the expectations we hold, to the way we handle disappointment. No one is beyond improvement.
 
This is not a customer service problem. If a company says right up front that disassembly voids the warranty then I'm not sure how one can expect that they will offer support for damage that occurs while disassembling the product. Once you decide to void the warranty anything that the company does from that point on to help out is over and above their obligation.

If, despite this, Spyderco promises to send out replacement screws then it's courteous and fair to give them a reasonable amount of time to fulfill this request, especially given that international shipping can be full of unexpected delays. It seems to me that this complaint is a bit premature, but I can understand the underlying frustration.

The substance of this complaint is that the OP doesn't like that Spyderco's warranty does not cover disassembly while some other knife manufacturers do. Nothing unfair about mentioning that as a source of disappointment or point of comparison.
 
europeanoutdoorsman said:
Also, I have an Endura and a Stretch. I tried to remove the torx screws recently. One screw on each knife stripped! It happened with the lock bar pivot screw. What can I do to get that screw out (cause I want to put custom scales on) and does Spyderco sell or send out replacement hardware?

Thanks!
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You posted this on 10-09-2012, today is 11-13-2012. In this thread you indicated in the original post that Spyderco said it would send you the screws. Kershaw told you "International shipping can take up to four weeks before clearing customs." I'd say it'll be awhile longer before a reasonable person called Spyderco again and said the parts haven't arrived yet, let alone start complaining on a forum about what I'm not sure. Spyderco said it would send you the parts and you are aware of how long it takes to get them to you.
 
He's complaining about people suggesting things that is other than what he wants to hear. OP wants to keep it about Spyderco and not about him. Any observation that must be eliminated to get to the root of the issue must not include him or else it means you are insulting him.

There really is nothing anyone can say or offer up to help resolve this. All we can say is, "OP, we hope that Spyderco takes care of your torx screws" and "everything is going to be ok". The purpose of this thread is to state his disappointment with Spyderco and share the details about it to anyone who wants to know and nothing more. You gotta walk a tightrope if you want to offer an idea which is not worth the effort given that I think he already knows all of this and is not here for that.
 
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europeanoutdoorsman said:
My response about Spyderco CS is as follows:
I did get a response back every time from Spyderco, but regarding replacement parts, I was told (the 2nd time) that Spyderco can't replace parts for foreign made blades. Strange to me since if there would be a bigger issue with a knife, they should have the parts on hand to fix it, rather than sending it to Japan to be fixed. I was also told that they would replace current parts with used parts. Again, not so cool. If I am asking for a replacement part for a warranty service, I think the part should be new. This is sub-par. I spent over $500 on Spydercos and this is what they can offer? I even asked the sizes of the hardware so maybe I could search on my own to find a suitable replacement...again, no chance!

Below is a response from kershaw, but the personal details have been deleted. I got details like timescale estimates, sincerity, suggestions, a nice tone and a thank you, even though in a customer service case, I should be saying "thanks" for the help. This is how CS should be.

"I will be happy to send the parts to you. There is no fee for this service. International shipping can take up to four weeks before clearing customs. You have the option of adding blue loctite to the threads of the handle, pocket clip and pivot screws to ensure a tight fit. Loctite can be purchased at any hardware store. Allow the knife to dry for 24 hours before using again. Please let me know if you have any questions. Thank you for carrying our knives."

When I say things like "fanboy" I mean it for people who have a "can do no wrong" attitude towards something. People who will have an opinion before thinking about both sides of the story. I would be surprised if you can't say Spyderco's CS couldn't use at least SOME improvement. A lot of their knives are on the same par as Kershaw/ ZT in quality, materials used, and price point. Spyderco certainly isn't a low end blade company. All I am sayin' is that I just can't believe I can't get any info or replacements. I never asked anyone to do anything for me, in fact, I am picky with my knives, like a lot of others here, and I rather that someone else not "fix" a knife. In my opinion, a warranty should be for factory errors, but the factory should be able to at least sell replacements. Could get that either.

I tried to like Spyderco, I love their designs, but, I just can't justify putting money into a company that won't even give me info about their product so I can go and solve the issue. They won't offer a resolution or anything. That isn't going above and beyond, that is doing their job.

With this, I will just admire the Spyderco pictures from now on in this section of the forum! Thanks for the feedback! :)
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I am sure you are learning, like the many that have come before you, that if you are looking for objectivity or rational discussion regarding a Spyderco product you have come to the wrong place. Good luck my friend. Hope you find a solution for your knives.
 
I have only been around since July this year and have learned a lot from forum members including the ones who frequent this subforum and appreciate all the help. The OP knows what he wants and was not here looking for a solution, he was here to share his disappointment with Spyderco and nothing more. Some may be faulted for not understanding that. I may be new here but I am not new to forums, and have witnessed far worse in lack of civility. I'm a member of many forums and do not see anything extraordinary happening here.
 
FWIW, my impression has always been that Spyderco does not repair knives that are sent in with legitimate warranty issues. If the knife is still in production, they simply replace it. If it's a discontinued model, they may offer to repair it with parts salvaged from a similar knife, if they have one, but normally they offer the owner a choice of a current model of equal value, or a credit at SFO based on the knife's MSRP at the time their knife was discontinued. It's possible that repairs being paid for by an owner who damaged his knife might involve salvaged parts, but the owner would probably be made aware of that beforehand.
 
SeaxyBeast said:
This is not a customer service problem. If a company says right up front that disassembly voids the warranty then I'm not sure how one can expect that they will offer support for damage that occurs while disassembling the product. Once you decide to void the warranty anything that the company does from that point on to help out is over and above their obligation.
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If a company says right up front that disassembly voids the warranty and then turns around and sells products that require the owner to disassemble the knife, it is easy to see how a customer can become confused when said company contradicts itself like that.
 
Jay_Ev said:
If a company says right up front that disassembly voids the warranty and then turns around and sells products that require the owner to disassemble the knife, it is easy to see how a customer can become confused when said company contradicts itself like that.
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Throw on top that they don't actually say up front disassembly voids the warranty. I.e., the written warranty doesn't actually say disassembly voids the warranty but instead only damage from disassembly isn't covered, so unless you google around and find TazKristi's post in their forum 'clarifying' that point, you won't know til they tell you in email or on the phone when you're contacting them about a warranty issue, possibly well after it's been disassembled.

(warranty (my italics): "Spyderco’s warranty does not cover damage caused by abuse, misuse, loss, improper handling, alterations, accident, neglect, disassembly, or improper sharpening." http://www.spyderco.com/edge-u-cation/index.php?item=10 )
 
Jay_Ev said:
If a company says right up front that disassembly voids the warranty and then turns around and sells products that require the owner to disassemble the knife, it is easy to see how a customer can become confused when said company contradicts itself like that.
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That's true. However, I can't think of a single Spyderco knife that requires disassembly, so it's somewhat irrelevant. Moving a clip is not disassembly. Tightening something, if it comes loose, is not disassembly. Someone deciding there's a "problem" with their knife and that taking it apart is easier/cheaper/less likely to result in Customs seizure than sending it back does not mean they were required to disassemble it, only that they chose to. Can you give one single specific example of a Spyderco model which requires disassembly?
 
The Deacon said:
That's true. However, I can't think of a single Spyderco knife that requires disassembly, so it's somewhat irrelevant. Moving a clip is not disassembly. Tightening something, if it comes loose, is not disassembly. Someone deciding there's a "problem" with their knife and that taking it apart is easier/cheaper/less likely to result in Customs seizure than sending it back does not mean they were required to disassemble it, only that they chose to. Can you give one single specific example of a Spyderco model which requires disassembly?
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Technically no folder requires disassembly unless something is wrong with it. I remember reading on a thread somewhere, that this guy disassembled his Chaparral CF because it was very gritty after just opening it. He wanted to send it in, but was shot down by CS because of the disassembly. He was told to open and close it in lukewarm water.

The first batch of the Chaparral CF seemed to be very gritty because I read on many threads about their disappointment. Spydercos QC is honestly pretty good, I just think something went wrong somewhere with the Chaparral. Spyderco still is one of my top 3 favorite knife companies.

However, if a Non-Spyderco fan gets a gritty knife and disassembles it...I feel they should be allowed to contest the disassembly rule, since it was a QC issue.
 
The basic idea is to send the knife back if there's a problem. They want to see the knife before you destroy the crime scene.
 
However, if a Non-Spyderco fan gets a gritty knife and disassembles it...I feel they should be allowed to contest the disassembly rule, since it was a QC issue
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.

It's more a tradition in the knife industry going back over the 40 years I've been buying knives. Buy a case knife and see if it needs cleaning, or a buck, or most anything else that also requires a bit of lube to break in.

It's as simple as a little cleaning without disassembly , then a relubing and that's it. I suppose it's different for a generation that grew up with snap together extruded plastic products that all came uniform and looking the same. Wasn't always that way.

With slip joints a bit of grit in the grease from buffing was often left there for a while to help the break in process.

I've also heard people who rust their knives out from lack of care try to claim the steel is bad, and things of that nature. Likewise broken, snapped off tips. Different experiences, different perceptions.


I am sure you are learning, like the many that have come before you, that if you are looking for objectivity or rational discussion regarding a Spyderco product you have come to the wrong place. Good luck my friend. Hope you find a solution for your knives.
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Total nonsense.
 
redfeenix said:
However, if a Non-Spyderco fan gets a gritty knife and disassembles it...I feel they should be allowed to contest the disassembly rule, since it was a QC issue.
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You can feel any way you like, but the choice for someone receiving a Spyderco knife they feel needs something done which cannot be accomplished with washing, compressed air, and/or lubrication is simple. They can send it back for warranty service, or they can take it apart. So disassembly is not required, it's a choice and, if they chose it and lack the competency to disassemble and reassemble their without losing or damaging parts, then it's on them.
 
Hi Outdoorsman,

Sorry for your disappointment.

I had a few emails with Charlynn about your situation while I was traveling. It is my understanding that she sent parts out to you early on in the communication. Did you not get them?
 
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