First time I ever had to deal with Spyderco's brand of customer service. I must say that it was as perfect as one could expect from a large company.
I had a Spydie Viele in VG-10 which I bought off another forumite. It was perfect when I got it: smooth, sharp and very beautiful. But through some stupidity on my part, I messed up something. It was probably a metal sliver I picked up from the workshop. The bearing detent appeared to be rubbing against the blade and cause a rough, scratching feeling as I opened or closed the knife. I tried to flush it out with lube, but to no avail.
NOTE THE NEXT PART:
The rubbing was very light and I could possibly have lived with it. Alternatively, I should have sent it off immediately to Spyderco for repair, or whatever they deemed right. But instead, I opened up the whole knife and tried to clean/repair it myself. Upon re-assembly, I found that the problem had not gotten any better and I had compounded the entire problem because now the locking liner was binding. Sal Glessar responded to a post in the Spyderco forum, advising me to send it back so that they could check it out.
I naturally did that (when the boss of the company tells you to do it, you darn well oughta
). It was a little over 3 weeks ago. Today, I just received a new knife from them (along with a whole stack of their 2001 brochures - enough so that I can start being their local spokesman )
There were a few small quibbles that I have which made me say that the service was as good as it gets in any large company. Firstly, I couldn't find the address to send the knife to. It wasn't on their website. I emailed Sal directly, but no reply. I then posted again on the same thread which Sal had originally responded to, but no reply there either. Finally, I used the contact page on their website and finally got the address. After sending it off and waiting about 2 weeks, I didn't get any email confirming receipt of the knife. This is very scary to a person overseas, as it already takes so long for the parcel to reach the receipient that if the package were to go astray it would be hard to track it then, let alone 5-6 weeks later when I could reasonably expect my knife returned.
However, as I noted, a brand new knife was returned to my possession, and faster than I expected too, and emails sent via their contact page on their website was quickly replied to. Also, note that I had compounded the problem by disassembling the knife. This usually does not go down well with the warrantees in other companies. Spyderco sent me a new knife without any questions.
All in all, that's pretty darned good service for such a large company. Thanks Sal Glessar and Mike Hayes.
I had a Spydie Viele in VG-10 which I bought off another forumite. It was perfect when I got it: smooth, sharp and very beautiful. But through some stupidity on my part, I messed up something. It was probably a metal sliver I picked up from the workshop. The bearing detent appeared to be rubbing against the blade and cause a rough, scratching feeling as I opened or closed the knife. I tried to flush it out with lube, but to no avail.
NOTE THE NEXT PART:
The rubbing was very light and I could possibly have lived with it. Alternatively, I should have sent it off immediately to Spyderco for repair, or whatever they deemed right. But instead, I opened up the whole knife and tried to clean/repair it myself. Upon re-assembly, I found that the problem had not gotten any better and I had compounded the entire problem because now the locking liner was binding. Sal Glessar responded to a post in the Spyderco forum, advising me to send it back so that they could check it out.
I naturally did that (when the boss of the company tells you to do it, you darn well oughta
). It was a little over 3 weeks ago. Today, I just received a new knife from them (along with a whole stack of their 2001 brochures - enough so that I can start being their local spokesman )There were a few small quibbles that I have which made me say that the service was as good as it gets in any large company. Firstly, I couldn't find the address to send the knife to. It wasn't on their website. I emailed Sal directly, but no reply. I then posted again on the same thread which Sal had originally responded to, but no reply there either. Finally, I used the contact page on their website and finally got the address. After sending it off and waiting about 2 weeks, I didn't get any email confirming receipt of the knife. This is very scary to a person overseas, as it already takes so long for the parcel to reach the receipient that if the package were to go astray it would be hard to track it then, let alone 5-6 weeks later when I could reasonably expect my knife returned.
However, as I noted, a brand new knife was returned to my possession, and faster than I expected too, and emails sent via their contact page on their website was quickly replied to. Also, note that I had compounded the problem by disassembling the knife. This usually does not go down well with the warrantees in other companies. Spyderco sent me a new knife without any questions.
All in all, that's pretty darned good service for such a large company. Thanks Sal Glessar and Mike Hayes.
