Spyderco Warranty Experience

cncpro11

cncpro11

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I was shaving a piece of wood with my Pacific Salt when the blade got stuck.
As I tried to pull it out, I squeezed the handle, the lock failed and the blade folded. Lucky for me I wasn't cut.

Upon inspection, I realized that I could defeat the lock by barely squeezing the handle, so I called Spyderco and was told to send the knife to them for evaluation.

I downloaded a warranty request form, filled it out, stapled a $5 bill to the form, put it in an envelope and wrote "Attention Warranty / Repair" on the envelope.
I placed the envelope and the knife in a USPS priority flat rate box, shipped it to Spyderco and forgot about it.

2 weeks later the UPS guy dropped off a brand new Pacific Salt along with a letter apologizing for my inconvenience and a $5 bill stapled to the letter.

Spyderco has proven to me that they stand behind their products and I look forward to many years of buying Spydeco knives.
 
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Glad to hear things worked out so well for you! It's nice to see people post their good experiences rather than only only the bad.
 
cncpro11 said:
I was shaving a piece of wood with my Pacific Salt when the blade got stuck.
As I tried to pull it out, I squeezed the handle, the lock failed and the blade folded. Lucky for me I wasn't cut.

--

2 weeks later the UPS guy dropped off a brand new Pacific Salt along with a letter apologizing for my inconvenience and a $5 bill stapled to the letter.
Click to expand...

Have you squeezed the handle yet? ;)

(Honest question; I'm curious about the flaw in original that caused the lock to fail when the handle was squeezed [was it there from the beginning?], and how the new one different.)

~ P.
 
pertinux said:
Have you squeezed the handle yet? ;)

(Honest question; I'm curious about the flaw in original that caused the lock to fail when the handle was squeezed [was it there from the beginning?], and how the new one different.)

~ P.
Click to expand...

It's a lock back and I'm not sure if the spring or the lock lever was worn out, but just the slightest bit of pressure on the lever caused it to disengage.
I had the knife for about 2 years and never noticed a problem until the one time it got stuck.
I checked all 12 of my other lock backs and couldn't get any to fail. The replacement knife is also solid.
 
cncpro11 said:
It's a lock back and I'm not sure if the spring or the lock lever was worn out, but just the slightest bit of pressure on the lever caused it to disengage.
I had the knife for about 2 years and never noticed a problem until the one time it got stuck.
I checked all 12 of my other lock backs and couldn't get any to fail. The replacement knife is also solid.
Click to expand...

Thanks for the explanation.

Well done, Spyderco. :thumbup:

~ P.
 
Great to hear they took good care of you.

All to often it seems some are far to eager to post about the bad experiences but won't take the time to post about the good experiences too. It can give a very lopsided and frankly undeserved impression of a company that does a great job for the most part with thier customer service.

Very glad to hear it all worked out and you are satisfied with the result.

I do hope you've learned your lesson though, that using your pocket knife might not be the best tool to baton down a tree.......
 
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cncpro11 said:
I was shaving a piece of wood with my Pacific Salt when the blade got stuck.
As I tried to pull it out, I squeezed the handle, the lock failed and the blade folded. Lucky for me I wasn't cut.

Upon inspection, I realized that I could defeat the lock by barely squeezing the handle, so I called Spyderco and was told to send the knife to them for evaluation.

I downloaded a warranty request form, filled it out, stapled a $5 bill to the form, put it in an envelope and wrote "Attention Warranty / Repair" on the envelope.
I placed the envelope and the knife in a USPS priority flat rate box, shipped it to Spyderco and forgot about it.

2 weeks later the UPS guy dropped off a brand new Pacific Salt along with a letter apologizing for my inconvenience and a $5 bill stapled to the letter.

Spyderco has proven to me that they stand behind their products and I look forward to many years of buying Spydeco knives.
Click to expand...

This is very similar to my experience with an Endura. I think they're great, I've only had good experiences. Sometimes it takes a bit long, but I understand.
 
That is the type of service I have experienced from Spyderco in the past, and I'm glad it worked out for you. And thanks for posting the positive experience, as was mentioned, we frequently only hear the negative stuff.


pbcg said:
Great to hear they took good care of you.

All to often it seems some are far to eager to post about the bad experiences but won't take the time to post about the good experiences too. It can give a very lopsided and frankly undeserved impression of a company that does a great job for the most part with thier customer service.

Very glad to hear it all worked out and you are satisfied with the result.

I do hope you've learned your lesson though, that using your pocket knife might not be the best tool to baton down a tree.......
Click to expand...

I didn't think he was batonning, but either way, I agree with the first portion of your post completely. I think it's good to know how companies, and even custom makers handle it when things go wrong. Even though they were handmade custom knives, and according to the internets, should have been perfect and indestructible given the price I paid, I have had a couple of different customs experience problems in the past. It doesn't matter who the maker is, or their level of skill, sometimes bad things just happen. Whether it was defective materials, a freak accident, or whatever, even customs break down sometimes. I truly believe it's how the maker handles it that makes the difference.

A couple of the issues I had were, I believe, just that, a freak occurrence. Some of the knife makers involved are very big names in the knife world, and are instantly recognizable. And they were all very quick to take care of it. But one area I differ in a little bit, and this has nothing to do with the OP, is when people are quick to post these problems or material failures on the internet. Once it's on here, it pretty much lives forever in some form or another. Give the maker a chance to fix it, and even then, I would be hesitant to put it up, speaking for myself only. That is these guys reputation on the line, and stuff like that may show up in searches for years. Especially when other people may start dogpiling in the thread.

Regardless, glad it worked out for you. Thanks for sharing.

Sam :thumbup:
 
Carbon1 said:
That is the type of service I have experienced from Spyderco in the past, and I'm glad it worked out for you. And thanks for posting the positive experience, as was mentioned, we frequently only hear the negative stuff.




I didn't think he was batonning, but either way, I agree with the first portion of your post completely. I think it's good to know how companies, and even custom makers handle it when things go wrong. Even though they were handmade custom knives, and according to the internets, should have been perfect and indestructible given the price I paid, I have had a couple of different customs experience problems in the past. It doesn't matter who the maker is, or their level of skill, sometimes bad things just happen. Whether it was defective materials, a freak accident, or whatever, even customs break down sometimes. I truly believe it's how the maker handles it that makes the difference.

A couple of the issues I had were, I believe, just that, a freak occurrence. Some of the knife makers involved are very big names in the knife world, and are instantly recognizable. And they were all very quick to take care of it. But one area I differ in a little bit, and this has nothing to do with the OP, is when people are quick to post these problems or material failures on the internet. Once it's on here, it pretty much lives forever in some form or another. Give the maker a chance to fix it, and even then, I would be hesitant to put it up, speaking for myself only. That is these guys reputation on the line, and stuff like that may show up in searches for years. Especially when other people may start dogpiling in the thread.

Regardless, glad it worked out for you. Thanks for sharing.

Sam :thumbup:
Click to expand...

I know the OP and was only joking about the tree part.

I do however firmly believe in what I said about some being so quick to slam a brand and even then we only get one side of the story. It's unfortunate because as stated that may be the first feedback someone new or unfamiliar with the brand see's and doesn't give a true or accurate picture.

I've found that for the most part, all of the better companies do a pretty good job when it comes to their customer service. Some better then others of course but generally speaking the better brands do stand behind their products and can relied on to take care of problems when they arise.

It's nice to see the good experience posted too.
 
I had a blade play problem in my Manix XL and I sent it for repair but they sent it back in the exact same condition. It was as if they hadn't touched it. I still love my Spydercos but I was a bit annoyed especially since I paid to ship it there and waited 3 weeks.
 
everythingsharp12 said:
I had a blade play problem in my Manix XL and I sent it for repair but they sent it back in the exact same condition. It was as if they hadn't touched it. I still love my Spydercos but I was a bit annoyed especially since I paid to ship it there and waited 3 weeks.
Click to expand...

Which way was the play?
 
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