Spyderco Service

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ShepardCC

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Spyderco Southard. Long story short. I encountered the first knife with some screws I couldn't remove ( probably used rubber cement instead of loc tight at the factory on it.) brand new knife. Sent it in to have them remove them. They said I voided the warranty because I opened the knife up...even though technically I didn't because the screws wouldn't come out...
so they said I needed to pay $25 to have the screws removed and replaced. I thought that was bs because I know how to remove screws properly and I have the proper tools. I knew it wasnt operator error. It was faulty parts on a brand new knife that should of been taken care of under warranty.

They always give me excuses about it being made in Taichung. Cant get parts blah blah blah. Well I'm tired of hearing that. If you don't want to work on your Taichung knives because you don't want to bring/order over the parts to the USA then change the name/owners of that factory. Because Taichung or not it says on the box, paperwork, and knife SPYDERCO Southard/Techno/Tuff/Chaparral/etc not TAICHUNG Southard.

Soooo after waiting over 2 months to get 3 screws removed and replaced from my Southard...I got it in the mail today....before opening it I already knew I would be pissed off because they always make excuses about the Taichung knives.

Well I open it up...and the handle is Missing 4 screws! That's right! They removed all but two of the handle screws and sent it back. I even asked for them to sharpen it while it was there. That wasn t done either. Nothing on the note said that they had ordered the screws either.

I called them and spoke to a Lisa who direct me to the warranty and repair where I left a message.

Horrible service.
 
"Sent it in to have them remove them."

Why would you send it in for the screws to be removed? I am surprised they agreed to do it. Did you pay $25 or anything? Not being able to remove the screws in a knife that is not to be disassembled by the user is not a product defect needing free warranty service.

"the handle is Missing 4 screws"

Isn't that what you asked them to do, remove the screws? Maybe they removed all but two so it would stay together for return shipment.

"I even asked for them to sharpen it while it was there. That wasn't done either."

How can they properly sharpen it when they removed the screws as you asked? Did you give them $5 for sharpening as required?


I just visited your website. You are a modifier of spydercos adding custom scales. Sure you are pissed that they won't support your business with easy to modify knives that don't lose warranty protection as soon as you touch them. Why should they?
 
Yes I did pay the $25 for the service and the $5 for the sharpening.

I wanted to take off the old scale to put my scale on. This was to be my daily carry Southard.

I understand many people probably screw up their knives when taking them apart. I am not one of those people. I know the workings of things and take my time. I have taken apart and fixed everything from tvs to rebuilding car engines. Regardless this isn't about me or my mechanical abilities.

The knife wasnt taken apart. No warranty voided. I wanted them to remove and replace the bad screws.

The handle doesn't matter when you sharpening a knife.

Why would you send back a half assembled knife?

I love how you are so quick to come to their defense and yet attack me. Do you always attack people you don't know before getting to know them?

I'm a nice and honest guy. I don't screw anyone over. I'm up front and say what I mean.

And since you took it there

I customize any knives. Not specifically spyderco. I do it as a side hobby to earn some money while I'm in school earning 3 Biomedical Engineering degrees.
I'm not pissed the Southard is difficult. I have already made some really nice scales for it and continue to. If I make a mistake ill admit to it and take care of it myself. But I'm not taking responsibility for someone else's mistake.

But lets get this right back to the main subject which is the review of a repair service and not a personal attack.
 
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ShepardCC, I would not put too much weight on brownshoe's opinions. His tone and remarks to you are similar to comments he directed towards me on a thread I started a few months ago. Coincidentally, my thread was also regarding questionable Spyderco warranty/customer service which in a lot of ways mirrors your own current experience. There was certainly a lot left to be desired. It's a shame because I do think they make nice knives.
 
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Maybe I am just simple, but to me a warranty repair is when the knife is screwed up due to manufacturing or materials. Your knife does not fit that definition.

You wanted to take it apart to put custom scales on it and could not loosen the screws. This is hardly defective, most people want the screws to stay in.

So you want the screws out, but complain when you receive your knife back with the screws out...

Maybe your request was just misunderstood since, at least to me, it appears out of the ordinary.
 
higgsfield said:
ShepardCC, I would not put too much weight on brownshoe's opinions. His tone and remarks to you are similar to comments he directed towards me on a thread I started a few months ago. Coincidentally, my thread was also regarding questionable Spyderco warranty/customer service which in a lot of ways mirrors your own current experience. There was certainly a lot left to be desired. It's a shame because I do think they make nice knives.
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Thank you for that. It seems like some people just like to insight.

At Brownshoe. Yes it does fit. The scales have screws. Screws are meant by definition to be removed and replaced at will. That is the point of a screw. If you want a non removable type of attachment then use a rivet. Spyderco uses rivets all the time. Furthermore, I had more than a dozen conversations spanning both the phone and through email where I repeated multiple times on multiple occasions asking for replacement screws over the two month period they had my knife. It doesn't take over two month to remove and replace 3 screws ( they must of found a fourth one to also be difficult because they removed one I didn't request.), it takes minutes. So stop trolling.
 
Just because someone doesn't understand what you were asking of Spyderco doesn't mean you have been subjected to a "personal attack" or "trolling". He just apparently doesn't quite get what you are trying to do with a replacement scale, and how that implicates Spyderco - which I don't either. You talk about replacement parts, so it sounds like you jacked the screws up and that's why they wanted you to pay for it.

brownshoe said:
Maybe your request was just misunderstood since, at least to me, it appears out of the ordinary.
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This makes the most sense of anything so far.

All you can do here is try to get screws from a 3rd party, or send the knife back to Spyderco. I would go with the latter option, because I lay good odds that you'll get satisfaction from them if you give it another try. Either they didn't understand what you wanted, or this just got shipped back to you by error before the job was done. People make mistakes, whether its stripping screws or returning an unfinished knife in error, but the good news is that all of these things can be resolved.
 
Sorry to hear that, Im sure if you call them and display your frustration reasonably it will get you where you need to be. I myself have had good results with the service. However, out of hundreds spydercos I have used over the last 15 years, have never had a need to remove a scale so I cant comment on your situation, seems like a gray area. Hope it gets sorted out for ya :thumbup:
 
"The scales have screws. Screws are meant by definition to be removed and replaced at will. "

But they tell you not to disassemble the knife...

From my job and life experience, I know some screws are not meant "to be removed and replaced at will." Some screw assemblies need locktite, some don't, some need a certain torque. Other screws are easy to remove, but the device falls apart and you'll never get it back together w/o a special jig to first hold it all together. Tinkerer beware...
 
1.)I bought the knife brand new.

2.) Tried to remove screws to put on a new scale not disassemble the entire Knife.

3.) Called Spyderco. Told them I can't remove the screws. ( all spyderco knives I've had have been loctited. I know how to work with it. Downward pressure of the screw with slow turning action.).

4.). They said to send it in. I did.

5.). They called me to tell me that they can't remove the screws and that they have to drill them out. They said it would be $25 dollars. I asked why is that my fault or responsibility that you over tightened them?? After arguing over this I submitted and paid. I asked several times if they will make sure to put in replacement screws. They said yes. Those are included.

6.) After more than 2 months of waiting I received the knife in the mail

7.). Opened the box. Knife is missing 4 screws

8.) called them 3x's yesterday. Was transferred once to voicemail. Called and left 2 messages.

9.). Called today and left another message.

I should have to go through all this to enjoy this knife.
 
Also lets look at this scenario.

1.)I once took my car in to have new rims and tires put on.

2.)After all day of waiting I picked up my car and went about my day.

3.). They did something wrong. They didn't seal one of the tires to the rim properly and it had a rim leak.

4.) while out, I noticed my tire was flat. (From the Rim leak)

5.). Tried to remove the flat with both a 4way and a longer one way tire wrench.

6.) none of the nuts would come lose.

7.). Called the tire place.

Not only did they send a flatbed towtruck to tow me, they replaced the tired entirely just in case of possible wall damage on the tire. No Charge.

That's how service should be. You make a mistake own up and fix it. You don't blame the customer and make him pay more money for something!
 
So was the knife in good working order out of the box, when you first got it? Flipper was smooth, good fit and finish? Sharp? I can see the reason for the charge if the above criteria was met. You were attempting to void the warranty (according to Spyderco's terms) on a perfectly functioning knife by replacing a scale with a customized one. Had the knife been defective, dull, bad lock up, warped blade, etc I could see not having to pay the $25. Getting the knife back with screws missing though, I wonder why that happened.
 
RevDevil said:
So was the knife in good working order out of the box, when you first got it? Flipper was smooth, good fit and finish? Sharp? I can see the reason for the charge if the above criteria was met. You were attempting to void the warranty (according to Spyderco's terms) on a perfectly functioning knife by replacing a scale with a customized one. Had the knife been defective, dull, bad lock up, warped blade, etc I could see not having to pay the $25. Getting the knife back with screws missing though, I wonder why that happened.
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Knife worked fine. Wasn't that sharp out of the box. Hence why I wanted it sharpened.

Yea I want to know why no screws either.
That's my only real problem/gripe. I'm not really complaining so much about the extra 25 as I am about sending me my knife back without screws. It would be one thing if I didn't have to pay and it was missing screws. I wouldn't be so upset. But the fact that I paid for it and didn't get what I was promised is what really bothers me. I mean how can you think it's okay to send out a knife, a brand new knife back to the customer missing more than half the screws!
 
Thought I'd add this.

When it's a USA spyderco the warranty work is awesome. But my experience with sending in a non USA made knife is horrible. Like it was a different company servicing the knife.
 
If they mangled the screws removing them, they may not have had replacements since this is a Taiwanese Spyderco. Not the first time I saw somebody report they couldn't source replacement screws through Spyderco USA. The consensus of some people was, "source your own" which may or may not be possible. I don't believe the local hardware store carries tiny torx bolts but maybe one of the online knife kits websites would have them. Good luck, I will not be buying any Taiwanese Spydercos after these reports.
 
I'm sorry you are having trouble.

A human error was made by not putting the 4 screws back, but they will make that right.
I know that is very frustrating, but human error happens at times. I'm sure they will get back with you soon, and if not call them back in the morning.

I know that is your main concern, but paying the $25 bothered you somewhat also. I'm not that fond of their policy about disassembly either, but they make that policy very clear, which is fair enough for me. I love their knives so much that I can live with that policy. I've also had a couple of problems(that I won't go into) with their CS/warranty when I've sent a knife back, but again, I love their knives/pricing so much that I didn't let it bother me much.

Good luck, and hope they have you fixed up soon.
 
Ken44 said:
I'm sorry you are having trouble.

A human error was made by not putting the 4 screws back, but they will make that right.
I know that is very frustrating, but human error happens at times. I'm sure they will get back with you soon, and if not call them back in the morning.

I know that is your main concern, but paying the $25 bothered you somewhat also. I'm not that fond of their policy about disassembly either, but they make that policy very clear, which is fair enough for me. I love their knives so much that I can live with that policy. I've also had a couple of problems(that I won't go into) with their CS/warranty when I've sent a knife back, but again, I love their knives/pricing so much that I didn't let it bother me much.

Good luck, and hope they have you fixed up soon.
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Thank You! :)

Its hard to be mad at them....90% of my Collection is spyderco. I love all the different shapes, sizes, and prices are right.


I mean they obviously ship hundreds/thousands of these knives here to the usa, why not ask to ship a box of extra screws. I'm sure some of those boxes have room
They really need to stock screws for their taichung knives. I mean so many great Spydercos are made there! Southard, Techno, Sage series, Gayle Bradley, Domino, Chaparral
 
Ken44 said:
I'm sorry you are having trouble.

A human error was made by not putting the 4 screws back, but they will make that right.
I know that is very frustrating, but human error happens at times. I'm sure they will get back with you soon, and if not call them back in the morning.

I know that is your main concern, but paying the $25 bothered you somewhat also. I'm not that fond of their policy about disassembly either, but they make that policy very clear, which is fair enough for me. I love their knives so much that I can live with that policy. I've also had a couple of problems(that I won't go into) with their CS/warranty when I've sent a knife back, but again, I love their knives/pricing so much that I didn't let it bother me much.

Good luck, and hope they have you fixed up soon.
Click to expand...


Thank You! :)

Its hard to be mad at them....90% of my Collection is spyderco. I love all the different shapes, sizes, and prices are right.

They really need to stock screws for their taichung knives. I mean so many great Spydercos are made there! Southard, Techno, Sage series, Gayle Bradley, Domino, Chaparral

I mean they obviously ship hundreds if not thousands of these knives here to the USA. Why can't they ask to include a box of extra replacement screws?? I'm sure there is room in some of those boxes being shipped for some extra screws
 
crom said:
If they mangled the screws removing them, they may not have had replacements since this is a Taiwanese Spyderco. Not the first time I saw somebody report they couldn't source replacement screws through Spyderco USA. The consensus of some people was, "source your own" which may or may not be possible. I don't believe the local hardware store carries tiny torx bolts but maybe one of the online knife kits websites would have them. Good luck, I will not be buying any Taiwanese Spydercos after these reports.
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No, its very hard to find even trying online places.....and You need to be good at screws to know what you need otherwise its trial and error between standard and metric and the hundreds of different thread spacings, depths, and diameter of the screw. Then theres buttom head or flat top.

It would be so much easier to say Hi, Spyderco, Can you please send me a replacement screw for a Southard.
 
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