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Spyderco has my knife and won't return my phone calls

J

JarrodS

Joined
Jul 28, 2014
Messages
318
Contacted Spyderco by email a couple months ago about an issue I have with a knife and they told me to send it in. So I sent it in over a month ago, with the $5 fee for return shipping. Shortly after that I got a letter from them telling me they don't have the knife in stock any more and that I need to pick a different model by Oct 14th, or they are just going to send my knife back to me. Starting two weeks ago, I've called the warranty department three times. They never answer the phone but the message says to leave my name and number and they will return my call. So, each time I left my name and number. They haven't returned my call. Now I have one day left. Any advice? I'm going to be a bit put out if they just ship the knife back to me after all this time with no resolution.
 
Hi JarrodS,
First, my apologies for the frustration. I'd be happy to look into the situation for you. Would you please e-mail me at khunter @ spyderco.com (no spaces of course)? Please give me your name, phone #, address and the knife model. I'll walk over to W&R and see what I can find out.

Thanks.

Kristi
 
Thanks so much Kristi. I've sent an email with all the details. Feel free to call me if we need to discuss anything.

Really glad I posted here. It's great to know that Spyderco monitors this forum so carefully!
 
Not that I had any doubt or desire to move away from purchasing Spydercos, but it's threads like this that absolutely solidify Spyderco as my brand of preference.

As if it's not enough that they offer what I consider to be a superior product for the coin, but the dedication to customer satisfaction after the point of purchase is always a nice validation for my fanboy-ness.
 
Lebowski22 said:
Not that I had any doubt or desire to move away from purchasing Spydercos, but it's threads like this that absolutely solidify Spyderco as my brand of preference.

As if it's not enough that they offer what I consider to be a superior product for the coin, but the dedication to customer satisfaction after the point of purchase is always a nice validation for my fanboy-ness.
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I agree 100%
 
Well... I love Spyderco, and have never had anything but good experiences with their knives or customer service or forum reps, but it seems prudent to wait and see what actually happens before we pile on plaudits.
 
I recently wrote their customer service about a small chip in the fine stone on my brand new Sharpmaker. I was asked for a picture and a receipt. I informed them it was a gift so I do not have a receipt and I could try and take a picture but the chip is small and not likely I could get it in a picture, but would try if they like. Its been a full week since I sent the response and I have not heard anything back. They just blew me off.
 
Capt. Spaulding said:
I recently wrote their customer service about a small chip in the fine stone on my brand new Sharpmaker. I was asked for a picture and a receipt. I informed them it was a gift so I do not have a receipt and I could try and take a picture but the chip is small and not likely I could get it in a picture, but would try if they like. Its been a full week since I sent the response and I have not heard anything back. They just blew me off.
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Just use one of the sides without a chip.
 
I've been known to round the edges on my sharpmaker stones with a fine diamond whetstone. I can't imagine a face chipping, so I'm assuming the problem is on a corner.
Best of luck with the stones, worst case you can buy a replacement for cheap.
 
Capt. Spaulding said:
I recently wrote their customer service about a small chip in the fine stone on my brand new Sharpmaker. I was asked for a picture and a receipt. I informed them it was a gift so I do not have a receipt and I could try and take a picture but the chip is small and not likely I could get it in a picture, but would try if they like. Its been a full week since I sent the response and I have not heard anything back. They just blew me off.
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Strange, I had not heard of that happening before, ever (asking for the receipt that is). They usually ask for you to send it in so it can be reviewed in person. Hard to tell anything from a picture really. I've had a couple sharpmakers over the years and the stones were not flawless, there were minor chips on one of the brown stones and one of the white stones. I would not be so quick to say they blew you off. If there is a problem with a stone, you should be able to send it in and have it replaced. Maybe just be a bit more patient, or try calling them and leaving a message.
 
By way of an update, the person in charge of my case did eventually get in touch with me. I don't think she believed that I had been leaving phone messages that were not being returned, but whatever. The important thing is that the knife is still there and they are offering to replace it with the same knife (an option I didn't think I had, since it was on "indefinite backorder" the last I'd heard), or an MSRP credit towards an MSRP purchase of a different knife or knives. Only issue with the second options is that if I pick a more expensive knife, then I have to pay the difference a MSRP, which isn't really a smart way to go. But they are going to take care of me.
 
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RevDevil said:
Strange, I had not heard of that happening before, ever (asking for the receipt that is). They usually ask for you to send it in so it can be reviewed in person. Hard to tell anything from a picture really. I've had a couple sharpmakers over the years and the stones were not flawless, there were minor chips on one of the brown stones and one of the white stones. I would not be so quick to say they blew you off. If there is a problem with a stone, you should be able to send it in and have it replaced. Maybe just be a bit more patient, or try calling them and leaving a message.
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I should of been more specific. They asked for a receipt and picture so they could resolve it without me having to send the damaged stone in.
 
Fancier said:
I've been known to round the edges on my sharpmaker stones with a fine diamond whetstone. I can't imagine a face chipping, so I'm assuming the problem is on a corner.
Best of luck with the stones, worst case you can buy a replacement for cheap.
Click to expand...

Sure I could buy a replacement, but that is besides the point. I should not have to buy a replacement stone for a brand new sharpmaker that I received with a chip in it.
 
Capt. Spaulding said:
I should of been more specific. They asked for a receipt and picture so they could resolve it without me having to send the damaged stone in.
Click to expand...
Unfortunately, there are people out there trying to get something for nothing. There are also counterfeit Sharpmakers on the market. The receipt would let them know you actually own the item and help them determine if it's a real Sharpmaker or a fake. A photo would also show you have it in your possession and help them decide if the chip was large enough to be considered a defect. Being able to supply those might have saved you the trouble and expense of packing it up and sending it in for evaluation, or let you know you'd been had. Since you told them you didn't have the receipt and you already know your only option is to send it in for evaluation, I fail to see the problem.
 
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