Spyderco Warranty Department, Not Friendly!!!

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Gentlemen, I moved this to FEEDBACK, where we discuss questions about purchases. It is not in Whine & Cheese, and the insults and vulgarity some of you have been throwing at spudin are unacceptable.

Production knives are subject to random problems. Many customers are not good at repairs, which is why knife companies have Customer Service departments. They often charge a handling or shipping fee, I imagine to discourage unnecessary returns.

Some customers are not good on the phone and can sound negative or aggressive. This can make the CS process difficult for both sides. Sometimes being questioned at all will set people off.

People deserve respect, certainly customers do. They need to provide the same, of course. I suggest spudin try again, being careful to speak as he would like to be spoken to.

In the words of an old proverb, don't let a small problem end in a loss for everyone:

For Want of a Nail

For want of a nail the shoe was lost.
For want of a shoe the horse was lost.
For want of a horse the rider was lost.
For want of a rider the message was lost.
For want of a message the battle was lost.
For want of a battle the kingdom was lost.
And all for the want of a horseshoe nail.​
 
spudin said:
All I can say is you come to my town and say that to my face!
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Weak internet threats will get you nowhere, except the possibility of a swim with the sharks

spudin said:
Also for your info I'm not the one who actually took the screws out, a friend of mine did, and I know you wouldn't tell him to his face he can't use a screwdriver.
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Ahhh...here it comes. The truth. How do you know your friend didn't strip the screws? And why wouldn't someone tell him to his face he can't use a screwdriver? If he was messing with the screws and now they are stripped, well, perhaps he can't use a screwdriver. And why are you offering a weak internet threat on his behalf?

spudin said:
I work for a major manufacturer, for 15 years. A much larger company than Spyderco! John Deere!
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Ummm.... that doesn't say anything about your friends ability to operate a screwdriver....
 
Can your friend use a screwdriver or not? If he wrecked your knife then YOU should tell him. What sort of friend does that?
Sell all of your Spydercos on ebay super cheap?...that'll show 'em.
You could maybe use the money to buy your friend a set of decent screwdrivers.
over and out.
 
spudin said:
All I can say is you come to my town and say that to my face! Also for your info I'm not the one who actually took the screws out, a friend of mine did, and I know you wouldn't tell him to his face he can't use a screwdriver. I work for a major manufacturer, for 15 years. A much larger company than Spyderco! John Deere!
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I'd say chill out, and your friend cannot use a screwdriver.
I'll say it here, and I'd say it anywhere.

Make your friend pay the $5 for screwing up your knife.
 
You said and I quote,
I have been collecting Spyderco's for about 15 years now. I have 9 right now,
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that was in the Spyderco forum thread and here you make the identical statement where you say and I quote again,
I have been collecting Spyderco's for about 15 years now. I have 8 right now
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do ya see a problem here?

Don't even get me started that your friend used a screwdriver to remove torx or Philips head screws and stripped them in the process and since you work for John Deer you should know the difference.

Good luck getting anywhere with that attitude, read my reply to your post in the Spyderco forum, they were courteous to me and more than accommodating.
 
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Gee, been here for 10 years, and only 30 posts! Perhaps if you would be more participating, you would see that the world does not revolve around you and your knife. Lots of folks on here have had problems with their knives and have gone to the respective customer service with excellent results. They probably were looking for help and service and acted with respect and kindness. This got them what they needed within reason and everyone was happy. You walk into any business "demanding something" right off the bat with an aggressive attitude, and see how far that takes you. Lots of companies have managed to remain in business in spite of people such as yourself by bending over backwards to help their customers that were courteous, and genuinely looking for help with their product. "The customer is always right" ain't always right, and is not part of most manufacturer's stated or implied warranty. Walking through the door with your hat in your hands looking for some help will get you much more effort in solving your problem than kicking the door open and throwing your hat on the floor kicking and screaming. Think about it!

Blessings,

Omar
 
I moved the Spyderco forum thread offline. No need for duplicates, especially since that thread was going worse than this.
 
It seems to me the customer service could have mentioned that the money may be refunded if the issue was not user caused. With that said, when you want to get warranty work done from most companies it can involve a small expense. I once purchased a $450 air purifier and it wasn't working properly out of the box, they wanted me to pay for shipping both ways (would have been at least $75). I attempted fixing it myself but should not have had to. How is a company to know when a problem is genuine in the Internet age? It's difficult for them, too.

The OP is coming off poorly but replying in kind is just as bad.
 
spudin said:
All I can say is you come to my town and say that to my face! Also for your info I'm not the one who actually took the screws out, a friend of mine did, and I know you wouldn't tell him to his face he can't use a screwdriver. I work for a major manufacturer, for 15 years. A much larger company than Spyderco! John Deere!
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Is it okay to use that "jerkit" emote in here? I feel the need to spam it hardcore...
 
while i'm not a big fan off spyderco, and a 150 bucks knife is not something i would buy anymore ( i find 150,= for a knife, cheap ) i have moved up in my collecting
i have met the Sal and Erik Glesser, as i admire there way off doing business, and there dedication to there customers, and i try to attend to these little meetings, as i really value there opinion in the knife industry
also met Jur several times as he is there spokes person in my region off the word,
and they all are honest dedicated people

so you striped the screw, user error in my book,
and i'm very sure Spyderco has this covered in there warranty waiver

they could very easy, blow your claims away
but no, they offer you free off charge ( only shipping ) to fix your mistakes , and from what i hear they fix much bigger "mishaps" under warranty
sound pretty much a very good customer care

kuddos to Sal en Erik , keep up the good work

always a pleasure to meet you guys

kind regards, Martin
 
Never had a problem, Traded for an Endura ffg , the lock wasn't right, sent it in, back with a new knife.Great service. 5 bucks or 20 its worth to me. Never had a problem with CS. Gary
 
150 for a knife is way out of my budget, but whatever makes you happy. I believe the service is the same. UKPK is within my budget, hope they don't do away with them. No complaints here with Spyderco.Gary
 
The next I bring my car in for warranty work or a recall I'll ask them to reimburse my gas. I wonder how that will go.
 
You got better treatment than you deserved... :thumbdn:

spudin said:
I have been collecting Spyderco's for about 15 years now. I have 8 right now, but after my contact with their warranty department today, I told them I'd never buy another. A month ago I purchased my first paramilitary 2 off the net, brand new for $150. Not a cheap knife as anyone here will agree. I wanted to change the position of the pocket clip, like it's designed to do, and to my surprise one screw would not tighten in the new hole, and after I got it out, would not go back in the old one either. After my fumbling around with them I lost one. So I got out another para 2 I bought after I bought this one, took the screws out of it, same thing. None would work. So yesterday I contacted Spyderco thinking they would happily fix it. BOY was I surprised. A very hateful woman was speaking to me on the phone, never said, "I'm sorry your having problems with your knife, and we will take care of you", told me I'd have to include $5 for return shipping. This ticked me off. It is their problem of making a knife that doesn't do what it's supposed to do. It was going to cost me at least $10 to ship it insured to them, then they dis believe my story that it was covered under warranty, and asked me to pay for return shipping. This was a insult to me. I'll never buy another Spyderco, and will very soon have all mine up on eBay for sale, CHEAP!
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I received fantastic service from Spyderco. They sent me back a brand new knife, my $5 back and included a catalog. They did it all in a little over 2 weeks despite the original estimate of 4 weeks. Probably one of the best experiences I've ever had; and I will be buying more.

From someone who works in Customer Service: being belligerent toward a customer service professional is probably the quickest way to remove their incentive to provide you with an excellent experience.
 
If you had stayed calm and just sent the knife in they would've returned the $5 if they found it to be their fault.
They sent my $5 back once, and another time when one came out of the box with a problem I sent it back without the $5 and they fixed the problem.
Nothing to get this upset about IMO.
 
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