Spyderco??? Eh IDK man

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Joshua1973

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Do not take this as a rant or bashing of Spyderco as I own 2 of their knives. But Is it just me or is their customer service going downhill? 2 weeks 4 days ago I mailed my new Endura 4 back to the factory as it came with blade play. This was gifted to me from my godmother through Amazon. I suspect the problem was lack of Loc tite but maybe something else I am not familiar with. So I sent it back with $5 to return it. Wrote a detailed letter explaining my Issue and asked them to check it over. Not only for repair but to make sure it was not a fake. I have since tried to e mail them 2 times and no response. I even went on facebook messenger and I got an automated greeting that says thank you for your message. We will reply ASAP. That was 4 days ago. Then I called and the person on the line. He seemed ok but not very interested in helping me locate my knife. I am just a bit disappointed they have not bothered to e mail me or give a call or message they received my knife. Due to this I am starting to wonder if their customer service is starting to slack. Has anyone else on here had a bad experience with Spyderco customer service?
 
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BellaBlades said:
The always hook me up. Great customer service only a few weeks ago..
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That is awesome to hear. Spyderco is in my top 3 favorite knife companies. I just wish they would tell me whether they received it or not. Not in no rush for repair work. Just disappointed I left 3 ways to contact me and yet have not had any confirmation.
 
I only used their warranty department once, it took them roughly 2 weeks to get my knife back to me but mine was an easy fix. I had no communication with them apart from an email saying my knife was on it's way back. I'm guessing that's what'll happen for you, you'll get an email telling you that it was shipped out.

Most warranty departments won't walk you through the entire process, they just fix it and send it back. I did get a note from them in the box my knife came back in, though. Maybe just hold out for a few more days, if another week goes by I'd call them again.
 
I have had nothing but positive experiences with Spyderco's CS. Both over the phone and in person at the SFO.

I found them to be friendly, helpful and totally accommodating. I've actually been meaning to make a thread about it over in the Spydie forum. I was at the SFO in early July and made a real pest of myself. :) Everyone was still very friendly!

I would maybe try to call them again on Monday or Tuesday? I know, based on a recent warranty thing, that the SFO and the "warranty department" don't always know what the other is doing necessarily. The warranty rep I spoke to couldn't help me with my knife, because I had submitted the knife thru the Factory Outlet. One phone call transfer later and I was all taken care of. :thumbsup:
 
You don't have tracking on your shipment? It's been less than 3 weeks since you shipped. They will likely return shipment by UPS ground which can take a week. Have some patience.
I would also add that there was probably nothing "wrong" with your knife.
The Seki lockbacks have a little bit of up and down blade play. They all do.
If it has side to side play, you just tighten the pivot.
 
AF said:
You don't have tracking on your shipment? It's been less than 3 weeks since you shipped. They will likely return shipment by UPS ground which can take a week. Have some patience.
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I had the invoice on the receipt from the post office. It got lost. Things happen. I just figured 2 weeks 4 days I would have got some kind of confirmation as I called and used PM. Never had to use a warranty for any knife. So this is kind of new to me.
 
Joshua1973 said:
I suspect the problem was lack of Loc tite but maybe something else I am not familiar with.
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I can't help but find this mildly entertaining. It wasn't that long ago that the opposite was said about using too much red loctite.

About the actual topic, I've not used spyderco's warranty process but it does seem, as a very general statement, that warranties are often handled very procedurally, which is to say that it can feel a bit cold. Email and PM's make it a bit worse because there's really limited personal connection there. I had similar feelings about BM's customer service and they're touted as being very good, which I won't deny as they worked through everything in a timely manner but you kind of just throw everything into a black hole for a while and wait for updates. I feel like it's a slower process than most but i don't think checking in every other week is out of line. Every 4 days may be a bit much. Plus, there was just the Labor Day holiday and that likely means there was a sale of some kind to increase demand and/or they were short a day this week.

I think a luke warm feel from warranty work is expected, often, but hopefully at the end you'll be satisfied with the corrected knife.
 
I dont see how a lack of locktite would cause blade play up or down or side to side?

spydercos always done right. a couple weeks isnt enough to expect the worst.

plus this should be in the gb&u forum or possibly the spyderco forum? where sal might see it and help ya if you asked nicely.:)
 
Don't all Enduras and Delicas have some sort of blade play?

I never had to use Spyderco's warranty, but my experience with knife companies is that some day a package just shows up at your door with your knife. Not much communication, if any, during the whole process.
 
I've not had blade play with any of my spyderco lockbacks, though not all have been Seki City. My delica and chap, which I think are both Seki City, were superb, even though I ended up with only the native 5 as my EDC choice.
 
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