Spyderco Warranty & Repair / Customer Service - Response from Spyderco

Luis G. said:
Nothing weird about my decision, and the recent feed backs ARE not the only reason. There's been issues in the past with limited editions, no parts for foreign made production knives, etc. Also some private conversations.
No problems with Spyderco yet, but would rather avoid any future problems.
I think you guys are good honest hard working people, and your products are darn great. But it's just not my cup of tea.
Click to expand...

I have to agree with the poster when it comes to replacement of damaged or lost parts for non-USA manufactured Spyderco's...it just ain't gonna' happen. This is probably my only complaint when it comes to Spydercos...well, one more complaint (end user friendliness when it comes to removing and replacing or customizing scales), the nauseating non-existence of proper screws, clips, etc. I have had any number of Spyderco knives over the last 20 years or so where I needed some parts to refurbish, or make useful a knife, only to find the parts were not available....why I have even had CS several years ago suggest I purchase a used Spyderco to cannibalize for the parts I needed....not the response I was quite looking for. Needless to say, the knives in question were just given away or just dumped in the trash. Anyway, I am a collector of what I will call "Old School" Spyderco's, and have found the old discontinued knives superb; the new stuff over the last year or so, not so much.
 
The attitude exemplified by your post is a business philosophy I like to support. Have been a Spyderco admirer for some time. This post increases my enthusiasm for your knives.
Thanks for the info Kristi.
 
Not only have I, but my whole family has had nothing but positive experiences with spyderco. My uncle (who introduced me to spyderco), my brothers, and now I all use spyderco knives. I think its awesome that spyderco is a small company. I actually didn't know or suspect it was until recently, because they make such quality products and so many people own their products. I hope these ignorant nay Sayers with agendas against spyderco do not change its interaction with its customers. I think its awesome that Sal is so involved on the forums. Keep on doing what you're doing, I'll keep using your awesome tools.
 
philllll said:
I've been reading those posts lately, but don't really have a dog in the fight because I've never had to use your warranty service. I really appreciate your professional response. It is much different than some of the crazy and completely unprofessional responses to criticism I've seen from some other small knife makers and suppliers on these forums.
Click to expand...

Ha, I'm pretty sure I know what you're referring to. I WAVED that off.
 
Thanks for this thread! I had questions about a year ago on my Manix 2 and Charlynn was awesome! I didn't realize she's the whole department :)

Dealing with customers is a tough job. Dealing with warranty/repair has to be a very thankless endeavor for any company.

Thank you Charlynn and Kristi!
 
If it were me, I'd implement some rules in this forum and users would be IP banned after a certain number of strikes. Giving a false witness causes actual damages to the business, is dishonest, and should not be tolerated. Warranty or customer service issues should be addressed to Spyderco, not the internet in general who can do nothing about said issue.

This forum is private property of the forums' owners. Everyone here is a guest of the owners and should remember that. We are all guests and should act with some decorum and manners. Pointless bellyaching and complaining to everyone serves no purpose and is not good behavior of a guest.
 
Does Spyderco have great customer service? I have no idea. I own about 20, and I've never had a problem. :-)

I do appreciate the background and explanation--and the fact that the company is involved with its customers at this level.
 
With that kind of volume it would probably be best to get another person in there to help her out. 400 knives a month is about 20 per working day so each knife gets less than 30 minutes not even counting the emails and phone calls. I know it's a bummer to have to spend more on manpower, but she's obviously pretty much swamped and an assistant will only make things smoother for her and your company customer experience.
 
tazkristi said:
The unique skills and knowledge necessary to perform her job also make it extremely challenging for us to find other workers qualified to assist her. Kristi
Click to expand...

Did you miss that part? Customer service is tough, and not everybody can do it without committing virtual (or actual) mayhem. When you combine those qualities with the depth of knowledge of the extensive product line required to actually do the job I can well imagine that finding another person who can do the job without compromising on the quality of service provided would be very difficult.
 
Ahh...but you never know until you try. Right there in the area is a Dish Network call center with reps that has given Dish a #1 JD Powers and #1 ACSI rating. They start slow with form letters and general info emails, then go to taking calls, and become a full working partner over time.
 
You must log in or register to reply here.
Back
Top