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Spyderco Warranty Practices
- Thread starter Lars3585
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In reply to Crom,
That is the precise point I am making, Spyderco is basically treating me like Karda's comment above, "Was it Spyderco's fault that the OP overtightened the screw and caused it to strip?....No.
Does the screw stripping constitute a warranty claim for manufacturing defect?....No
Should any manufacturer replace screws for discontinued models or models made offshore that it doesn't normally carry spare parts for?....No. "
When they should be treating their customer like Kershaw treated you.
But people on forums seem to instantly want to blame the user, and protect the manufacturer.
That is the precise point I am making, Spyderco is basically treating me like Karda's comment above, "Was it Spyderco's fault that the OP overtightened the screw and caused it to strip?....No.
Does the screw stripping constitute a warranty claim for manufacturing defect?....No
Should any manufacturer replace screws for discontinued models or models made offshore that it doesn't normally carry spare parts for?....No. "
When they should be treating their customer like Kershaw treated you.
But people on forums seem to instantly want to blame the user, and protect the manufacturer.
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When the manufacturer in question has a proven record of good customer service, it's not surprising that people on the forums might be more inclined to support the manufacturer over someone with 17 posts, most (if not all) of which are bashing said manufacturer in a pretty surprisingly over the top manner.
If you had really wanted to get a handle on how each company's customer service claims to operate, you should have sent this email out with the Spyderco brand and knife model removed to Spyderco themselves. I imagine you'd receive an answer much like the answer you received from all of the other companies. The point being that any company will tell you how fantastic their warranty is, but your actual experience with them may vary.
If you had really wanted to get a handle on how each company's customer service claims to operate, you should have sent this email out with the Spyderco brand and knife model removed to Spyderco themselves. I imagine you'd receive an answer much like the answer you received from all of the other companies. The point being that any company will tell you how fantastic their warranty is, but your actual experience with them may vary.
Your original post set the mood for the thread. You built a huge post that supports only your angry point of view. It looks like you spent a lot of time looking for reasons to justify your anger towards Spyderco. That is a bit strange, in my opinion.
It should be expected that alternative perspectives be posted. Perhaps you were not 100% perfect in your interaction with Spyderco, and perhaps neither was Spyderco. Perhaps both of you can learn from this? I dunno.
And you what? You are absolutely right, about the second part. These manufacturers may have just told me whatever they think I want to hear, and when the chips are down, my experience could be very different, but I don't know that for certain. However, what I DO know is that spyderco treated me horribly, and they won't be getting anymore of my business.
As far as your first comment about spyderco has a proven record of good customer service... That may have been true at one point, but lately I have read quite a few negative things about their customer service... So much so infact, that spyderco felt the need to personally reply and try to address their reputation taking a hit. Google spyderco warranty problems, and it should come up.
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Spyderco does have a problem with not having spare parts in stock on their overseas model. My Southard still isn't perfect because of my stupid accident. One of the cup washers for the ball bearings has a dent in it, and Spyderco doesn't have that specific part even when I was willing to pay for it.
However, when I had requested for other washers and whatnot to see if it'll fit as a temporary fix, they send me washers like I asked.
However, when I had requested for other washers and whatnot to see if it'll fit as a temporary fix, they send me washers like I asked.
Hi Lars,
Welcome to BladeForums. I'm sorry I don't work in W&R but I'm willing to look into the situation for you. I'd like to do a little research so I can have a complete picture. Could you please PM me with your full name and your e-mail address?
Thanks.
Kristi
Welcome to BladeForums. I'm sorry I don't work in W&R but I'm willing to look into the situation for you. I'd like to do a little research so I can have a complete picture. Could you please PM me with your full name and your e-mail address?
Thanks.
Kristi
Well naturally when someone makes a Thread post like I did, they're immediately going to be subjected to extreme scrutiny so I'm forced to defend myself here. I feel like I'm on the witness stand! LOL I just find it amazing that people are so blindly loyal to a company like Spyderco and unable to fathom any criticism. Everyone's immediate knee-jerk reaction is to look for any minute detail to possibly place the blame on the user and not the company. How people have this notion like these companies can do no wrong is beyond me. It's just sad.
You have discovered and publicly displayed every perceived wrong that you experienced with Spyderco.
I think a bit of scrutiny towards yourself is absolutely warranted.
As another person said, you are new, Spyderco is not.
Spyderco has a reputation, you do not.
You have very little at stake here while Spyderco could lose many sales.
When I got my Tenacious the clip screws had the head stripped, I requested new screws and got a small bag with replacement screws.
When it comes to the warranty, as far as I've understood it, you can disassemble the knives without a problem, but if it gets FUBAR'd while doing so it's your own fault and therefore not Spyderco's responsibility.
As for the Endura/Delica, there are so many that manage to mess up the screws, washers and so on while taking the knife apart that I can agree to not giving out screws due to the costs of keeping track of that alone.
That being said, having read the whole thread I lack any mention of the age of the knife, how many times the screw has been tightened, or what kind of use the knife has seen. For all we know it could be once a year, or it could be once a week.
We need more info.
When it comes to the warranty, as far as I've understood it, you can disassemble the knives without a problem, but if it gets FUBAR'd while doing so it's your own fault and therefore not Spyderco's responsibility.
As for the Endura/Delica, there are so many that manage to mess up the screws, washers and so on while taking the knife apart that I can agree to not giving out screws due to the costs of keeping track of that alone.
That being said, having read the whole thread I lack any mention of the age of the knife, how many times the screw has been tightened, or what kind of use the knife has seen. For all we know it could be once a year, or it could be once a week.
We need more info.
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And this is why it makes sense to run an issue up the ladder when you have a problem the CS of almost any company. I've yet to do business with the perfect company. Even the best have an occasional problem. The willingness of that company to solve an issue after the customer feels unsatisfied with their initial interface - perceived or real - says a great deal about who that company really is.
Hopefully, the OP will reply to Kristi and give Spyderco a chance to fix what the OP perceives as an issue. I'll be very interested to see the end result.
BTW, I DO see a knife company not being willing to stand behind their product, foreign or not, discontinued or not, as an issue if they provide lifetime warranties. Especially if they promote their warranty as a reason for buying their product. This comment may or may not pertain [Edited: to the comments in this thread]. I dunno. But just as a general POV, lifetime warranties mean what they say and excuses are unacceptable. JMO.
But I'm willing to bet that Kristi resolves the issue for the OP if he takes advantage of her offer. We'll see.
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How come any time somebody has a issue with a Spyderco product or service the same group of followers show up and try to discredit the OP with ridiculous accusations? Stripped out screws are nothing new here. There are tons of reviews where people have received brand new Sypdercos with stripped out screws. Are they all incompetent users? Spyderco has an issue with their screws and should fix it or be ready to provide replacements. Most other companies do it with no questions asked.
So is anyone else wondering what exactly was in the emails from Spyderco? I mean, OP posted the responses from the other company but paraphrased his experience with Spyderco. I for one would like to see what the emails were like. So far we only have his side of the story. I'd like to see Spyderco's.
I didn't provide e-mails because my interaction with spyderco took place over the phone with the (only) woman in charge of the warranty/repair department. Hence the paraphrasing. But I can assure you that I left no detail out! Your just going to have to take my word on that.
Slimman -
Thanks.
Saintlybrees
This is exactly why I ran this issue up the flag pole! When companies do this sort of thing, people should know about it. And my issue is not "perceived", it's "real".
I also did PM kristi my information and I will keep you all posted rest assured... And I just wanted to note that by Kristi asking me my full name and e-mail demonstrates that she hadn't taken the time to read even my initial post, because my full name and e-mail are right there...
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