Spyderco Warranty and Repair is lacking in communication...

Shadow213 · Jun 5, 2013

First of all, I've carried Spyders and have been here on Bladeforums and the Spyderco forums, for a long time. I'm well aware that Spyderco is a small company without a huge W/R dept. but is a simple email or phone call to inform an ELU about the status of a knife they've sent in too much to ask??

I sent in my CF/M390 Military six weeks ago because of a concern that I had about the linerlock. I waited a few weeks before I called, to talk with someone in more detail about my concern, but every single call was met with the answering machine. The one, and only, time that I did get a call back was after I left a voice message that showed my agitation of not getting a return call.....which we are told that will be done within 24-48 hours after they receive the message.

I won't bore anyone with the details but I received a credit for another knife on May 24 and decided to call Spyderco on the following Tuesday(28th) and asked Terri to apply the credit towards a Techno. She said no problem, and I figured that it would be shipped by the end of the week. Out of curiosity, I sent an email this past Monday(figured I might get a quicker response with that) to find out if the Techno had shipped, so I could keep an eye out for it. I got an email from Charlynn informing me that it would ship at the end of this week because they get items from the warehouse once a week and then ship them out.

I suppose that calling on a Tuesday is just not enough notice to get one knife ready to ship on Friday of the same week.

So, due to the excellent delivery service that ups provides :yawn:, I won't be getting that replacement knife until late next week or possibly the beginning of the following week....getting close to two months after Spyderco received the Military. I've had a custom knife made for me in less time than this!! Worst of all, if I hadn't called/emailed in, to find out about this info, I'd be completely in the dark about this...

I've dealt with W/R in the past, many years ago, and both times I was taken care of in not even half the time that it has taken in this instance!! And back then, I didn't even have to call in to Spyderco......someone from Warranty and Repair called me! I didn't have to go looking for someone to talk to and find out info about my knife. I don't think that Charlynn liked the last email that I sent her, which she didn't respond to, where I told her that I'm disappointed to see that Spyderco customer service IS NOT the same caliber that it used to be.

I AM NOT asking for special treatment. I AM NOT asking to jump ahead in line of anyone else with warranty issues. What I AM asking for is an improvement in the communication between Spyderco and the end line user. That is all.

Thanks for your time...

Tripwire895 · Jun 5, 2013

:thumbdn:It seems like threads like this are getting more and more common. Not cool Spyderco, not cool.

1SHOT1KILL · Jun 5, 2013

Nevermind...

scsu74 · Jun 5, 2013

Weird, I sent in my PM2 for some work about a month ago and from the time I mailed it to the time I had it back was 10 days... I was very impressed, Charlynn even called me to talk about the issues I was having. Sorry to hear you're having problems.

Shadow213 · Jun 5, 2013

1SHOT1KILL said:
This does not make me feel good about sending a Ti Millie in. I was going to send my CF/M390 in as well, but have decided against it based on what Charlynn stated in her email to me.

I was hesitant in sending in the Millie and didn't do so for some time, but eventually did so since it wasn't seeing any pocket time because I switched over to my S30V Millie for EDC. I was hoping the liner could just be replaced since it seemed to not have any tension when I disengaged the lock but no such luck. I then asked if they could just put the M390 blade on a G10 handle with new liners but still no go. So, I settled for the credit. :grumpy:

Even though I was told the M390 Millie met the specs in their testing, I asked them to look at it again. For some reason, the 'spring' you can feel when you disengage the lock just wasn't there anymore....really not sure why. I've carried a Military more than any other knife over the past 15+ years so I am more than familiar with this model and it got to the point where I just wasn't comfortable with that one.

Shadow213 · Jun 5, 2013

scsu74 said:
Weird, I sent in my PM2 for some work about a month ago and from the time I mailed it to the time I had it back was 10 days... I was very impressed, Charlynn even called me to talk about the issues I was having. Sorry to hear you're having problems.

Thanks. Glad things worked out for you. I wouldn't mind the wait if I at least knew what was going on. I've only talked to Charlynn once on the phone and have emailed/replied to her twice.....all in the time span of six weeks, and this communication came about only because I instigated it. Definitely unacceptable IMO.

FCM415 · Jun 6, 2013

I sent in a ZDP 3.5 Caly three weeks ago directly to Charlynn because a portion of the CF scale wasn't flush and the blade was wildly off center, can't adjust because off the pinned construction...

I received a brand new with box replacement yesterday for my troubles. This was my second knife that I sent in and both were handled well (both Caly 3.5's).

I'd like to point out that for every bad experience that is shared, who knows how many positive ones aren't as complaints tend to be amplified while positive ones do not.

NoFair · Jun 6, 2013

I've also just had positive experience with Spyderco CS (through Charlynn)

The Mastiff · Jun 6, 2013

Shadow, have you had any luck attempting to contact one of the managers at Spyderco by phone?

I'm not attempting to be intrusive or complain about anything you have said. I'd be ticked off too. No question. I was just wondering if you did call. It would have been the first thing I did but I've never had reason to with Spyderco. I have had plenty of occasions to do a bit of problem solving in my life though.

Good luck with the new knife BTW. I hope you have better luck in the future.

Joe

Shadow213 · Jun 6, 2013

The Mastiff said:
Shadow, have you had any luck attempting to contact one of the managers at Spyderco by phone?

I'm not attempting to be intrusive or complain about anything you have said. I'd be ticked off too. No question. I was just wondering if you did call. It would have been the first thing I did but I've never had reason to with Spyderco. I have had plenty of occasions to do a bit of problem solving in my life though.

Good luck with the new knife BTW. I hope you have better luck in the future.

Joe

I thought about doing that Joe but I figured things would straighten themselves out but it's been more of the same. I was really surprised with the response that I got from the email that I sent this past monday. Charlynn actually told me that she didn't know that I needed a response for the message/order that I left with Terri...which Terri said she would pass on to her. I couldn't believe what I was reading....

I just thought to myself....Are you serious??? She didn't think that I'd like to know that she got my message? Or that I may be interested in when the Techno would be shipped? Smh

I tried looking up an email address for someone in management but couldn't find anything on their website. I didn't expect service like this since dealing with them before with no problems but I believe that I may have to make another phone call about this.

I know there are many instances where everything goes smoothly when dealing with warranty issues but this one is definitely not one of those times. And while I'm well aware that Spyderco had the Blade show to prepare for, I don't believe that function would affect the workings of the warranty and repair dept....