Spyderco Customer Service, Repair Work & Turnaround Time

[RamZar]

At the bottom of this post I've included some related posts.

I sent my brand new Para Military 2 for repair of a stripped screw after trying to center the blade. I use high quality Wiha Torx bits.

Spyderco received it on August 15, 2013.

I called on August 27th and they said they'll waive the repair fee but I needed to pay $5 for return shipping. So, I gave them my CC#.

The charge was denied because my VISA thought it was fraud! I called back and gave it again after having BMW VISA accept Spyderco.

I had to give the CC# again a third time since they said they did not have it. They then incorrectly charged me the $20 repair fee. So, called back and they refunded it.

Called on Sep. 6, 9, 16, 18 and 20th. It was the same message that it would go out soon.

It was finally shipped from Colorado on Sep. 23rd and I received it on Sep. 26th. The time between when Spyderco received it and when they shipped it out was exactly 40 days (transit times excluded). I think that's way too long!

The repair work is excellent, the blade is centered and works like a charm.

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.

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.

Tomorrow will be exactly four weeks since my PM2 was received at Spyderco for repair. Seems to be taking longer than three weeks but perhaps it's due to Summer vacations and Labor Day weekend! I called them on Friday (left a voice message) and then Monday (left a voice message). They called back Monday afternoon and they said they're working on it but it'll ship "soon".

 

[ShepardCC]

To be honest I hate their customer service.

They've had one of my Southards for almost 2 months now and charge me $25 dollars to remove a few screws that were cemented in.

I take apart knives all the time. Never had a problem except for that one. Ive even rebuild a few engines. Yet they tried to tell me it's my fault and they I have to pay and I voided my warranty. Really??

The thing that pisses me off the most is when they tell me that they don't have the parts because it was built in Taichung Taiwan.
Ummmm last time I checked I bought the knife from Spyderco...and it says SPYDERCO Southard...it says SPYDERCO Techno/Tuff/Chaparral/etc. it Doesn't say Taichung Southard!!
So I don't see how that's my concern. If you don't want to fix your Taichung knives then change the company name.

Sorry for the rant. Just sick of the excuses.

I've never had a problem with benchmade or zero tolerance warranty. They were all very pleasent and very helpful.

I love spyderco designs so it makes it hard to not buy them.
I've learned to find screws and pocket clips elsewhere because of it.

 

[Invective]

To be honest I hate their customer service.

They've had one of my Southards for almost 2 months now and charge me $25 dollars to remove a few screws that were cemented in.

I take apart knives all the time. Never had a problem except for that one. Ive even rebuild a few engines. Yet they tried to tell me it's my fault and they I have to pay and I voided my warranty. Really??

They state quite clearly that disassembly voids their warranty. Annoying I know but it's not like it's a surprise

The thing that pisses me off the most is when they tell me that they don't have the parts because it was built in Taichung Taiwan.
Ummmm last time I checked I bought the knife from Spyderco...and it says SPYDERCO Southard...it says SPYDERCO Techno/Tuff/Chaparral/etc. it Doesn't say Taichung Southard!!
So I don't see how that's my concern. If you don't want to fix your Taichung knives then change the company name.

Sorry for the rant. Just sick of the excuses.

Yeah that is annoying. I managed to get lucky with my Techno, but I have heard some horror stories on the forums about non-USA made knives. It does seem like it'd be prudent to keep a store of screws and whatnot in the warranty center.

I've never had a problem with benchmade or zero tolerance warranty. They were all very pleasent and very helpful.

I think this is just an issue of the companies size. Spyderco is around 50 people total, last I heard. BM and KAI Corp are much much larger, which affords them more leeway with their warranty.

I love spyderco designs so it makes it hard to not buy them.
I've learned to find screws and pocket clips elsewhere because of it.

Yeah I'm the same way. Spyderco just makes such interesting knives in a variety of steel it makes it hard to control my wallet

 

[RamZar]

I believe Spyderco could do better in its warranty and repairs. For instance, dropping the repair fees and return shipping fees like Benchmade and KAI do within limits. I like that both offer blade replacements for a fee and free sharpening for life.

Spyderco is not that small with annual revenue of about $10 million and 138 employees (source: WikiPedia).

Benchmade has about $20 million in annual revenue and 150 employees.

KAI USA is similar to Benchmade.

Note: Company data are rough estimates based on available information on private companies.

 

[The sharpend]

I feel I have to add my experience and also before I start mention I'm in the uk we don't get the level of customer service you guys get .
Only recently have retailers made the effort to fix up their service in all aspects of sales really .
Now spyderco are a family based company , Sal who designs them and as everyone knows is the owner , takes time to talk to forum members here and at other forums.
I've seen Sal personally replace a knife that was broken by misuse , out of kindness pure and simple I've talked to him under my other forum names numerous times .
They sent me a replacement clip from golden to uk in 10 days plus sent brochures to the uk at request .
They are currently snowed under with releases , collaborations and catching up on things like the para 2 and fluted Ti military.
The way Sal does business I'd be happy to wait a month for a replacement , as he's one of the small guys in relation out there .
You can have input and receive a reply from the man himself can you from Benchmade , Bark river , Esse idk but I'd not have them any other way .
I'm no fan boy I own more customs than brands I love spyderco not just for the knives but for the way they do business in today's world.
Giving to charity etc, etc i understand its frustrating when things go wrong but would you rather a faceless , big conglomerate rushing out your replacement I know what I'd choose .
ATB fella and this isn't in any way suggesting you were putting them down just your opinion on the time it took .

 

[bean_sips]

I've had nothing but good luck with their warranty department. I got a used para 2 with a stripped screw on the clip; I send them an email and got a new set of screws within 3 days. Granted, I only live about an hour from the factory, though.

 

[zl1]

I had a pretty good experience with a Para 2 I sent in. Only took a little over a month, including shipping both ways.
Broke a pivot screw and I wasn't charged the $20 for repair.
Pretty happy with the CS

 

[ShepardCC]

I would second on the I'd love to see them offer some type of blade replacement program. I wouldn't mind having to pay for blade replacement

 

[RamZar]

With transit time my PM2 repair took 45 days. Without transit time (duration at Spyderco) it was 40 days. I still think that's too long compared to the competition. In case Spyderco wants to check on this repair the Reference# is 67730.

 

[The Deacon]

So, despite owning quality tools you made a mistake that damaged your knife. You made a second mistake when you sent it back without any money for the needed repair work. Spyderco was kind enough to waive the fee they normally charge for cleaning up other people's messes. They made a mistake by charging your credit card the fee they normally charge for such work, but corrected it as soon as you notified them. The work they did on the knife is top notch but it took longer than you think it should have taken. You fail to take into consideration that your failure to follow their instructions for returning knives for non-warrranty repair may have contributed to the 45 day turn around time.

 

[RamZar]

So, despite owning quality tools you made a mistake that damaged your knife. You made a second mistake when you sent it back without any money for the needed repair work. Spyderco was kind enough to waive the fee they normally charge for cleaning up other people's messes. They made a mistake by charging your credit card the fee they normally charge for such work, but corrected it as soon as you notified them. The work they did on the knife is top notch but it took longer than you think it should have taken. You fail to take into consideration that your failure to follow their instructions for returning knives for non-warrranty repair may have contributed to the 45 day turn around time.

It'd be amusing to think that the failure to include payment information in the first place held up the repair and contributed to the delay. I doubt that.

 

[brownshoe]

"$10 million and 138 employees (source: WikiPedia)."

That information is not currently on the US Wikipedia page for Spyderco. Don't forget Wikipedia is not a source. It's a bunch of fact blended with fiction written by know-it-alls. Spyderco has always considered their size and sales volume as private.

 

[Oakengroves]

So, despite owning quality tools you made a mistake that damaged your knife. You made a second mistake when you sent it back without any money for the needed repair work. Spyderco was kind enough to waive the fee they normally charge for cleaning up other people's messes. They made a mistake by charging your credit card the fee they normally charge for such work, but corrected it as soon as you notified them. The work they did on the knife is top notch but it took longer than you think it should have taken. You fail to take into consideration that your failure to follow their instructions for returning knives for non-warrranty repair may have contributed to the 45 day turn around time.

The OP's criticism is valid. Spyderco makes excellent knives, but its scope of warranty and turn-around time is below industry standard when compared to its two largest competitors in the $100-$200 price range, ZT and Benchmade.

Hopefully, Golden's new facility and increased revenue will allow Spyderco to ramp up its customer service department, which is currently managed by one employee. If not, consumers need to take into account Spyderco's slower turnaround and smaller scope of work when making a purchase.

Regardless, Spyderco does a good job at warranty work considering the size of its operations; however, warranty work is definitely an area where Spyderco can greatly improve.

 

[jalcon]

"$10 million and 138 employees (source: WikiPedia)."

That information is not currently on the US Wikipedia page for Spyderco. Don't forget Wikipedia is not a source. It's a bunch of fact blended with fiction written by know-it-alls. Spyderco has always considered their size and sales volume as private.

Wikipedia's credibility aside, the $10 million and 138 employees information is on Spyderco's Wikipedia page.

Type Proprietorship
Industry Manufacturing
Founded Golden, Colorado (1978)
Headquarters Golden, Colorado
Key people Sal Glesser, Founder & President
Products Knives
Revenue US$10 million
Employees 138
Website www.spyderco.com

 

[TheChunk91]

I have only dealt with them once, i had my para 2 resharpened and blade centered and the inside of the opening hole on my delica finished properly (it was sharp on the edges, raw and unpolished) and they did a good job. I put $20 in the box with the knives as I wanted 2 spare endura/delica style clips in satin polish but I never got the clips, but I got all my $20 back so id say the only complaint I have is that it took a month, but they were pleasant to deal with and there was no unnecessary b.s.

 

[brownshoe]

Jalcon, You're right, it is there. I didn't "lean right" to see it in the top corner. Amazing how you can miss something in front of your face.

 

[FW JSB]

"$10 million and 138 employees (source: WikiPedia)."

That information is not currently on the US Wikipedia page for Spyderco. Don't forget Wikipedia is not a source. It's a bunch of fact blended with fiction written by know-it-alls. Spyderco has always considered their size and sales volume as private.

Wikipedia's credibility is just fine. Tales like the one you're spinning are old news.

 

[ShepardCC]

Soooo after waiting over 2 months to get 3 screws removed and replaced from my Southard...I got it in the mail today....before opening it I already knew I would be pissed off because they always make excuses about the Taichung knives.

Well I open it up...and the handle is Missing 4 screws! That's right! They removed all but two of the handle screws and sent it back. I even asked for them to sharpen it while it was there. That wasn t done either. Nothing on the note said that they had ordered the screws either.

I called them and spoke to a Lisa who direct me to the warranty and repair where I left a message.

Horrible service.

 

[brownshoe]

FW JSB: Some wiki pages change hourly as people fight over the "correct" content. This is especially true of public figures involved in a media frenzy. I've found scientific facts that are incorrect, but also pages that are better explanations than textbooks. You must beware and be "aware" when using wiki.

You may be able to believe wiki if the fact is referenced. Many of the facts in the wiki spyderco page are referenced, some to the spyderco home page. Per the information about spyderco in dispute, the company size etc, has no reference.

 

[Sal Glesser]

To those of you that have had unpleasant experiences with our Customer Service dept, my apologies. We're always trying to improve. I'll share this thread with staff.

Those with positive comments, thanx much.

Spyderco was founded in Redding, California in 1976.
Employees is about the highest it's ever been at about 70.
Revenue is not public, but their info is not correct.

Don't believe everything you read on the internet.

sal