Spyderco fixed my knife but...

Just think of the card as the scolding your mother would give you after you hurt yourself climbing the tree outside. She still would give you a hug and fix up your cuts before sending you on your way. ;)
 
D1omedes said:
Just think of the card as the scolding your mother would give you after you hurt yourself climbing the tree outside. She still would give you a hug and fix up your cuts before sending you on your way. ;)
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Thats seriously the best answer i coudlve get LOL
 
Jpalmer1988 said:
This might be the first time I've ever heard someone being unhappy with Spyderco's Customer Service.
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I didn't get the impression he was/is unhappy, just explaining his situation. If I were in the same situation and received that card along with a new knife I'd question the card as well.
 
If it is a "generic reply", it seems like very bad business practice.
If it is not generic, it is probably even worse. Being "unpleasant" to a customer means high risk of loosing a customer.
 
I've never had to use Spyderco CS. I've never had a spyderco break on me. As a retired cop, I won't say I've never had to abuse my knives but Spyderco has never failed me. I have had other premium manufacturers fail me on duty. On some ocassions, while using my Spydercos, I remember praying please hold up. They always have.
I had a bad liner lock failure , from another manufacturer. I swore off liner locks until I tested the military cf bg-42 in a pass around. Id buy one if I could find one. I'll carry a liner lock if it's Spyderco.
Don't let the ukpk be you last spyderco.
 
Hi Alx21,

I'm not sure what you are seeking by your rant.

If our generic card offended you, you have my apology.

We service hundreds of knives per day with a small staff. There are those that would abuse our customer service in many ways you might not imagine. The card defends against that practice.

As I understand, your problem was solved?

We've been using the card for quite a while. I'll ask the customer service staff to re-evaluate the contents of the card, but I must admit this is our first complaint about the card.

Hope you can let it pass. :)

sal
 
Sal, it's really impressive to see you taking time to respond to posts on the weekend. When do you ever find some "away time?"

It's hard for us to judge alx21's comments because he didn't provide any images of the knife in question. Maybe he used it too hard? We don't know. If we take his comments at face value, I think he is upset because he feels that he was scolded for something that may have been a manufacturing issue. I guess it would be like if I took a fairly new car back to the dealer for warranty work because a part broke after a few months of daily driving, and the mechanic warned me that he wouldn't fix it again because I might have been abusive to the car based on how I drove it. I'd probably feel irritated if I was a good driver and the part broke for no specific reason.

I'm glad to see that you are willing to review the issue. That's one of the many reasons I love Spyderco as a company and try to support them whenever I can.

Ben
 
Following these threads on knife replacement it seems that the better knife manufacturers usually replace knives under difficult circumstances.

The better knife manufacturers are busy making and selling knives and protecting their reputations. On expected quick turn arounds it's not easy to differentiate between abuse and non-abuse,defective parts,suspected defective parts, and/or repairs.

It seems sending out a replacement knife as soon as possible isn't good enough for some.
 
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Sal Glesser said:
Hi Alx21,

I'm not sure what you are seeking by your rant.

If our generic card offended you, you have my apology.

We service hundreds of knives per day with a small staff. There are those that would abuse our customer service in many ways you might not imagine. The card defends against that practice.

As I understand, your problem was solved?

We've been using the card for quite a while. I'll ask the customer service staff to re-evaluate the contents of the card, but I must admit this is our first complaint about the card.

Hope you can let it pass. :)

sal
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Thank you for taking the time to respond to this thread, i really appreciate it!
Like I said previously my problem has been solved and I am not unhappy or giving up on Spyderco ( I still want a military and the new leafstorm lol)

I wasn't seeking anything from this rant except to explain and discuss my situation with other forum members, to see what they tought about it and maybe to bring it to your attention!
The mixed replys i got in this thread make me believe that i'm not the only one who would question this letter

The only thing that really bugged me was that I was scared that since it happened once, it could happen a second time and this card basicly implied that if it did the knife wouldn't be covered!

Again I hope that anyone didn't think that I was bashing Spyderco i was just questioning the letter i had received and wanted other peoples opinion!
 
alx21 said:
The mixed replys i got in this thread make me believe that i'm not the only one who would question this letter

The only thing that really bugged me was that I was scared that since it happened once, it could happen a second time and this card basicly implied that if it did the knife wouldn't be covered!
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I'm a huge Spyderco fan, but I'm not at all a fan of the letter you say you received from them, if everything that has been stated here is true!:grumpy: If a knife fails due to an apparent, known manufacturing defect/parts defect, I would sure as heck hope that Spyderco would be thoughtful enough to not include a blanket letter of reprimand along with the replacement product! Doing so is not conducive to good customer relations, and is in essence, "biting the hand that feeds you!"

I am in no way talking about not sending out these letters of reprimand in cases of returned knives that have been obviously abused, I am talking about not sending out these letters of reprimand in cases of returned knives with a known manufaturing/parts defect, as appears to be the case here. The argument that there are not enough employees to properly evaluate the circumstances of each return and decide whether or not to include a letter of reprimand is a weak one.
 
Sal Glesser said:
Hi Alx21,

I'm not sure what you are seeking by your rant.

If our generic card offended you, you have my apology.

We service hundreds of knives per day with a small staff. There are those that would abuse our customer service in many ways you might not imagine. The card defends against that practice.

As I understand, your problem was solved?

We've been using the card for quite a while. I'll ask the customer service staff to re-evaluate the contents of the card, but I must admit this is our first complaint about the card.

Hope you can let it pass. :)

sal
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Consider this post of mine your second complaint, if in fact your cards say exactly what the OP quoted and you send them out in a 'blanket' manner, regardless of whether a knife is returned due to a known manufacturing or parts defect! If that is the case, Spyderco is essentially telling customers who have not in any way violated Spyderco's warranty that they have violated Spyderco's warranty. In my opinion, it is not an "honest, fair, and proper" way to deal with one's ELUs.
 
I agree with 3Guardsmen, letters like that should not be sent out with replacement products due to known malfunctioning parts. Sal said he'd get customer service to re-evaluate the card and that's a good idea. I can see where the cards would be reasonable in situations where customers are deliberately trying to take advantage of the warranty service, but they seem unreasonable for those that have an honest warranty issue.
 
While the somewhat abrasive card may dampen your enthusiasm for Spyderco I wouldn't stress it out, many years of satisfied Spyderco users speaks far more loudly than a card. ;)

If it has a problem in the future just send it back, Sal & Team will do right by you- the card I think is just for liability reasons (people abusing the CS etc.).
 
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Sounds like the card should not have been enclosed. Small error.
 
While it's possible I might not be overly impressed with a form letter like the one received by the OP, I kinda doubt it would really bother me beeing the warranty was honoured. And like Mr. Glesser stated, the number of abusers out there warrants such a letter to protect the company. I'd also be inclined to think of the recent thread in the CRK forum where Mr. Reeve basically called the customer a liar(yes I know how that turned out). In that instance, it turned out the OP ommitted some information. In fairness, for all we know, the same has taken place here. Not trying to point fingers, but definitions of "abuse" vary from person to person and at the end of the day, it's up to the company to decide how to deal with the issue.
 
So if these are blanket letters, is the "reference number to [his] case" (if that was a true statement by the OP) fake or is there indeed a reference number to his case?

Spyderco makes my favorite production folders by far but this card would have set me back a little bit too if I'd returned a knife for repairs when it prematurely failed under normal use.
 
3Guardsmen said:
Consider this post of mine your second complaint, if in fact your cards say exactly what the OP quoted and you send them out in a 'blanket' manner, regardless of whether a knife is returned due to a known manufacturing or parts defect! If that is the case, Spyderco is essentially telling customers who have not in any way violated Spyderco's warranty that they have violated Spyderco's warranty. In my opinion, it is not an "honest, fair, and proper" way to deal with one's ELUs.
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I agree and I'm a Spyderco fan. Spyderco fan not to be confused with fanboy that is.
 
If you look for a cloud
on a sunny day,
you might even feel the rain
that isn't coming your way.

Do you really need something to hold against Spyderco so badly that this thread goes on and on, even though the OP says again and again he's good with the service he actually got? Actions speak louder than words. You figure Spyderco will take care of you if you have a problem with a knife. WHY obsess over a card you haven't .. even .. seen?
 
+1

I have yet to hear of a Spyderco knife being turned down for service when broken/damaged through non abusive use.

And thats good enough for me. Sal stated the card is generic and as such not targeted at the owner of the OP, said owner is satisfied with the service so what gives?

Esav Benyamin said:
If you look for a cloud
on a sunny day,
you might even feel the rain
that isn't coming your way.

Do you really need something to hold against Spyderco so badly that this thread goes on and on, even though the OP says again and again he's good with the service he actually got? Actions speak louder than words. You figure Spyderco will take care of you if you have a problem with a knife. WHY obsess over a card you haven't .. even .. seen?
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