Spyderco Customer Service... UPDATE...

[waynejitsu]

i stated in an earlier post that i would post my experience with customer service. well... here ya go...
i had a defective sharpening rod that came with my sharpmaker and sent it back to Spyderco.
Mike called "the day it arrived", to let me know they had recieved it and that it would be replaced with a new sharpening rod. WOW!!! talk about service! i never had a company call to let me know when it arrived, the status or when the new item would ship out. i don't know if Mike handles all the returns/warranty/customer service with a phone call, but it was a very nice touch. it makes the customer feel like..., well..., Spyderco really cares about their customers and not as just a statistic or number. Mike was very polite, informative and helped me out a lot to get the problem solved. the phone calls really make a difference in customer support.
THANKS MIKE and SPYDERCO!!!

 

[wpc37203]

Spyderco customer service is great. In regards to some having a bad experience with customer service, one must look at the percentages. Spyderco sells many, many knives and the satisfied customers must outweigh the dissatisfied ones by a great margin. I am glad to know your experience was good.

 

[waynejitsu]

TTT- i just wanted to make sure Mike and Sal had a chance to read this thread, especially after the recent negative threads on customer service. i just wanted to let everyone know my experience...

 

[calyth]

Reminder: Please do not think Spyderco is completely perfect in terms of Warranty repair/replacement. Even though their record is excellent, they're still run by *gasp* people!
There, that should help settle it.

 

[waynejitsu]

LOL, Calyth
i do not think it is perfect. if it was, i would not have had to pay shipping when an emailed pic or fax would have worked just as well for them to "see" the stone was defective. i really don't understand that part of the policy, but, i am happy with the way i was treated by Mike. i can not speak for everyone or every situation, but i thought it only fair that they also get a pat on the back for calling AND taking care of the problem and not making excuses, etc, etc. 80% of the companies i have dealt with NEVER even return a phone call, much less call to let you know the status. i thought that was a VERY NICE touch
thanks again Mike!
i understand from previous posts that you did not have the same service as i did, which i have no control over. like you said, they are just "people" and we ALL have bad days and/or can be misunderstood and things taken the wrong way...