Spyderco has always been well know for their fine customer service. The last few weeks, this service has been a bit lacking. I recently purchased a new Military and called to speak to customer service about the gritty feel when the blade is opened and closed (a subject discussed on this forum a number of times). I left 3 messages, and within 1 1/2 weeks never got a response. Finally I called and spoke to the front desk. I was told that either the customer service person, or the warranty person (I forgot which) was not with Spiderco and they were very behind in responding to customers.
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Spyderco customer service suffering a bit
- Thread starter jayharley
- Start date
samo said:patience dude..all good things goes to he who waits..
Sam
Oh, please don't misuderstand my post. I am not saying that Spyderco's customer service is second rate. Just that there is a slow down due to a person leaving the company. I was a bit surprised that no one let me know of the situation when I called and spoke to the receptionist on my first call.
Not a big deal, and certainly I did not mean to sound like this is a major problem. Also, I did not notice the thread from Sal about this issue. If so, I would have known before calling. Thanks.
I work near the Spyderco Factory Outlet store and what I've been told by employees there when I stop by in person is that you are actually better off calling the SFO # 1-800-828-1925 or 303-279-8613 if you have free long distance.
Because of the turnover in the warranty dept, I was told that emails are really backed up right now because not only is the SFO getting retail emails, but they are also having to handle the warranty/repair load.
If you call, they may not be able to solve your problem on the spot, but at least you should at least be able to get a human on the line, and everyone who works at the SFO has always been incredilbly helpful to me...
Because of the turnover in the warranty dept, I was told that emails are really backed up right now because not only is the SFO getting retail emails, but they are also having to handle the warranty/repair load.
If you call, they may not be able to solve your problem on the spot, but at least you should at least be able to get a human on the line, and everyone who works at the SFO has always been incredilbly helpful to me...
- Joined
- May 13, 2004
- Messages
- 61
They are having changes but they still responded well to my questions recently. As a matter of fact Sal's wife called me personally. Sal is temporarily out of the country. But If that aint great customer service, I don't know what is!
I recently got a good friend into knives. He started out with a SpyderHawk and a CRK leftie small 'Benza. Then he went for a Native. Problem was that the lockup wiggles. Repeated attempts by phone to get a live person to see what could be done left him frustrated. Although not nearly as frustrated as the waiting lines and lack of control he complained about at the annual factory sale 
He actually walked away after several hours of not being able to get inside. No tents (at least while he was there) like they used to do to augment going inside in years past at the other location.
I know Sal and he's been very good to me in the past. And I'm aware what growth can do in the way of teething problems or for that matter one or two employees that just don't "get it." Not sure what all Sal is dealing with but I certainly have confidence that he'll get his ship into calm waters soon. I just wish the timing for my friend had been better
--Bob
PS I just picked up a "rootbeer" G-10/CPM440V Native with combo blade to go with my original "Bladeforums.com" Blue G-10/CPM440V with plain edge and Mike Sastre neck sheath. Great knife and can't figure out why I didn't get one earlier!
Original General Forum moderator
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Never to be forgotten: James Mattis, Walt "Doc" Welch, Rob Simonich
He actually walked away after several hours of not being able to get inside. No tents (at least while he was there) like they used to do to augment going inside in years past at the other location.I know Sal and he's been very good to me in the past. And I'm aware what growth can do in the way of teething problems or for that matter one or two employees that just don't "get it." Not sure what all Sal is dealing with but I certainly have confidence that he'll get his ship into calm waters soon. I just wish the timing for my friend had been better
--Bob
PS I just picked up a "rootbeer" G-10/CPM440V Native with combo blade to go with my original "Bladeforums.com" Blue G-10/CPM440V with plain edge and Mike Sastre neck sheath. Great knife and can't figure out why I didn't get one earlier!
Original General Forum moderator
==============================
Never to be forgotten: James Mattis, Walt "Doc" Welch, Rob Simonich
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- Apr 22, 2001
- Messages
- 1,068
Every company goes through some "rough" spots. The difference is, the good companies do something about it, the not-so-good companies ignore it and hope it goes away.
Spyderco (Sal) recognizes the problem and is doing something about it - and I'm sure it is more than just talking about it. Time will tell, but Spyderco's reputation for customer service was well earned in the past and I'm sure it will be back up to the expected standard soon.
David
Spyderco (Sal) recognizes the problem and is doing something about it - and I'm sure it is more than just talking about it. Time will tell, but Spyderco's reputation for customer service was well earned in the past and I'm sure it will be back up to the expected standard soon.
David