Spyderco Customer Service

[James Y]

In regards to their customer service..My numerous experiences over the years have been hit or miss. I've always called and it has usually been to check in on that status of knife in for repair/sharpening, or for a general question (e.g. if they have information pertaining to release dates, etc.). I can certainly say that while some experiences have been positive, far more have been negative. The negative experiences are more of receiving a rude attitude, almost like like I'm inconveniencing them. I can also say that while verbal interactions with their customer service team have been less than desirable, Sal has gone above and beyond on these forums as well as others, answering questions and interacting with us enthusiasts. I guess all companies that their flaws, but Sal is great, I love Spyderco's designs, they manufacture a quality products--Spyderco will continue to get my business.

Thanks for sharing your experiences.

I've only had two interactions with Spyderco over the phone, the first around 1998 or so. In this first instance, I had sent in a defective Michael Walker Lightweight but got back a new but different model (a Pro-Venator??). I called to explain that the knife I got back was a different model than I sent in...more to just let them know. I was not upset about it. Apparently, someone in the mailing process (can't recall if it was Fed Ex) must have seen "Spyderco" as the destination and opened the package, took out my knife and left his/her own. The lady on the phone got really testy with me when I was only explaining what happened, saying, "In your letter you called it a Michael Walker Lightweight, but you did NOT send a Michael Walker Lightweight, you sent a ______!" (I'm not sure of the model's name, maybe a Pro-Venator). She even exhaled loudly like I was arguing when I wasn't. When I tried to clarify, she yelled over me, basically implying I was a liar. Her voice was raised angrily all out of proportion to the subject of the conversation, like she was really pissed off. However, I had thought my experience had been an aberration.

I've never mentioned this to anyone, certainly never on any forum. I supposed the lady on the other end, whoever she was, was having a bad day or something. But TBH, it DID put me off of Spydercos, buying or even using/carrying the ones I already had, for a few years afterwards, because it left a bad taste in my mouth. A few years later I had some other question, I don't recall what it was, and the young guy on the other end was very polite and took his time in answering my question. Obviously, I had a much better feeling after that interaction.

I've clearly put that behind me long ago. This is the first and last time I'll be mentioning that first negative experience. And Spyderco makes great products that I will continue to carry and use. But IMO, any customer service representative needs to be able to remain polite and professional when dealing with customers, especially those who are not being troublesome. I thought the switcheroo someone in the mailing process pulled on me was something they'd like to know about. In my work, I deal directly with clients and know that professional courtesy is essential. For many people, it only takes one negative experience like that to turn them off for good.

Note: I'm not bringing this up now to pile on, but I thought it might be worth mentioning if it's still occurring today.

Jim

 

[ponykid]

ReallY?

Your theory is a Postal employee had a brand new Pro Venator ready to and was just waiting for a package from Spyderco to cross their path so they could switch out their brand new knife for yours? That's really pushing the bounds of sanity there.

Could Spyderco have mixed it up? maybe. I have a feeling places like Spyderco have to deal with scammers all the time and as such maybe get defensive when they smell a scam? Not saying you were attempting a scam just throwing it out there.

the cpl times I have dealt with Spyderco CS they were awesome. Once I called and asked them for a new pivot for a first run Manix that had blade play or something. The pleasant lady on the phone said they don't normally send out parts like that but she would check.

well a few days later I had a small packette in the mail and in it was every piece of hardware needed for the Manix. all the scale screws and clip screws washers and pivot.

the second interaction was great also and they always took care of me. I think Spyderco is a great American company !!

 

[James Y]

ReallY?

Your theory is a Postal employee had a brand new Pro Venator ready to and was just waiting for a package from Spyderco to cross their path so they could switch out their brand new knife for yours? That's really pushing the bounds of sanity there.

Could Spyderco have mixed it up? maybe. I have a feeling places like Spyderco have to deal with scammers all the time and as such maybe get defensive when they smell a scam? Not saying you were attempting a scam just throwing it out there.

Well, if you read my post more carefully, you would see my theory is that some employee replaced my Michael Walker Lightweight with his own worn-out Pro-Venator(?) while it was *on its way* to Spyderco. She clearly said that the letter I sent with it said it was a MW Lightweight but the knife in the box wasn't. That would be a pretty dumb way to attempt to scam a company, wouldn't you think?

So your couple interactions have been great. Congratulations! That's how customer service should be. Keep in mind that circumstances are different. My incident that was negative happened around 1998. It's quite probable that the woman whom I dealt with is not the same person you dealt with, or that she may not even be with the company anymore.

I was merely sharing my experiences with customer service, NOT bashing Spyderco as a company. And I shared 2 experiences, not only that first one. You seem a little vexed that I would even bring up the one negative experience. Apparently I'm not the only one who's had such an experience. Live with the fact that other people occasionally have experiences that differ from yours. Some people get all offended when someone points out any possible negative experience of their favorite knife company.

Sure, Spyderco's a great company. That doesn't mean that perhaps certain individuals within the company couldn't learn something about dealing professionally with respectful customers.

Jim

 

[chris0827]

I re-read some of the responses here and I must not have seen Mr. Janich's reply earlier. Everything you said makes sense, thank you very much for such a detailed reply. Mr. Glesser, you are an absolute class act, thank you very much for your offer to fix the knife. I do appreciate that. I know a girl who is a law enforcement officer and recently she has been saying she would like a new knife. Maybe I can give this one to her if I end up sending it back, unfortunately I just don't have any faith in that plastic switch anymore, IMHO it just should not be that fragile. Also I didn't know it was some violation of warranty to disassemble the knife when I bought it. I probably would not have got it to begin with if I knew that. I'm a machinist and I like to take things apart and see how they work and be familiar with all the inner workings. I have completely torn down and rebuilt the lockwork of my Smith and Wesson 686 and gotten the timing back perfectly so it sings like it should. I do an armorer's cleaning of my M1 Garand once a year, I stripped my SA XD9 down to every last roll pin, spring, etc and reassembled it and never had any problems at all. I'm not saying I'm perfect or that I couldn't have possibly made a mistake, but I'm also not some hack with no mechanical aptitude either.

I hold Spyderco in very high regard in almost every way possible. Some guys might have no problem sending a knife back, to me it is too much of a hassle. Especially for a knife I no longer have faith or interest in. But your explanations and your gesture to fix it is very much appreciated and I might come around and buy Spyderco again someday. Like I said, I always loved my lockback Enduras and I think you are a very innovative designer who generally puts out an outstanding product. I apologize if I irked anyone with this thread, but thanks to everyone who contributed positively.

You're a machinist, but can't make yourself a replacement part out of metal?