Spyderco, your attention please...

While we're on the topic on PMillies, I have one with nytralon washers, but I replaced the pivot pin with the new style one. Now, I gotta tighten it a lot to kill horizontal blade play(and pivot pin won't hold tight and will loosen again). Should I swap the washers too for the PB stuff?
Thanks
Happy to say that there's no veritcal blade play
 
Artfully Martial said:
I share your frustration. It's even more maddening when you consider that maybe half the para owners here have perfect ones.
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Hi AM,

I know you like Spyderco and I always appreciate your support and comments. I am sorry that you ended up with unsatisfactory pieces, I would have preferred to make it right rather than have you sell it.

I thinks it's unrealistic to say that half of the owners have problems.. You have no idea how many we make. We've had very few come back and you would be surpirsed as to how many were used when they were purchased and taken apart and improperely put back together.

I appreciate the fact that you feel compelled to "warn" everyone with a para, but I think your percentages are way off.

For your own info, we did make personnel and procedural changes when we learned we had a few problems. We're always making things better. It's our way.

Thanx again for the support.

sal
 
It's the only answer I received from Spyderco so far:

Thanks for your email. I am out of the office enjoying an extended Labor Day weekend. I will respond to your email when I return next Tuesday, Sept. 5.
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Sorry, but not enough for me.
 
Hey tactical operator,
i think its a little bit rediculous for you to expect spyderco to keep every employee on hand 24/7 365 just incase there is a problem. If you are contacting them on the 2nd of sept, and they will respond by the 5th, that seems like a pretty good deal, considering it's labor day weekend. I am sorry that you didn't get a satisfactory knife, but id like to know what exactly you think should be done to fix the problem that isn't already being done?
 
Kronos: I've been trying to contact them for about a week with no results. I'm not in this forum to answer to angry satisfied customers/defenders of Spyderco or to boycott their products; in fact, i really like them. But I expect from them to stand behind their products, not only to receive compliments.
Once again, I'm here to receive a satisfactory answer, not to explain what I think should be done (did I mention I've already pay for my knife?)
Mr. Glesser: keep up with those personnel & procedural changes. Only after the personnel have enjoyed their long weekend, of course. They deserve it. Specially those who verify the quality of the product before it reaches the stores. Seems that they need their holyday because when they checked my knife (one in a batch of many) they were sleepy :yawn:
 
Kronos said:
Hey tactical operator,
i think its a little bit rediculous for you to expect spyderco to keep every employee on hand 24/7 365 just incase there is a problem. If you are contacting them on the 2nd of sept, and they will respond by the 5th, that seems like a pretty good deal, considering it's labor day weekend. I am sorry that you didn't get a satisfactory knife, but id like to know what exactly you think should be done to fix the problem that isn't already being done?
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I agree, Sal is going so far above and beyond in this case I get the feeling that some people can't be pleased. When the president of the company personally takes charge to make the situation right like this it makes me feel like a wise man for giving Spyderco my business. I think if you compare this level of service with almost any other high volume production knife company you will realize that Spyderco is about as good as it gets for customer service. I got a bad apple when I ordered an Endura Wave through an online company, and within a couple weeks of sending it to Spyderco I got a brand new knife. It was a small inconvenience for me, but I am completely satisfied with my experience, knowing full well that Spyderco will do the right thing. Look at the value you are getting for the Paramilitary in terms of materials, function, and cutting power. I'm sure Spyderco could get every one perfect out of the factory, but what additional cost are you willing to pay for that? Double? Triple? I'd rather take the chance of getting the rare knife with a defect for the outstanding price points that Spyderco has, knowing that if I did get a bad apple it would be replaced with one that does work for free. If you want to minimize your chances of getting a knife with a defect you can spend hundreds more on a Sebenza or a custom, but I will stick with my Spydercos.

Edit to add: I wrote this before I saw Tactical Operator's last post. Did you call or e-mail for the last week without getting a response? I haven't had any problems when phoning in to Spyderco. I have heard of spam filters blocking off e-mails to the warantee departments of various places, just curious if that may have happened.
 
I know customer service is an ongoing thing but I think Sal has proven to be an upstanding guy. When I was fairly new to Spydercos, I got a bum Delica. I was able to contact Sal personally and he replaced it for me. I have since bought about 50 Spyderco knives and I will buy many many more. I am a lifetime customer now. Had he treated me in a way that I thought was bogus, I would never have bought another Spyderco. He went beyond good customer service and I respect that.

That one $30 Delica that he had to replace has netted Spyderco $3000-4000 in knife sales. I now mostly buy the $100 Spydercos. That is a win win for everyone. I got great customer serice and a company that I feel deserves my cash, Spyderco gets my money.
 
Alright. The situation sucks. I can relate pretty closely. But come on, it's a national holiday. Relax, give it a week, and things will be worked out.
 
Thanx for coming to our aid guys, appreciate.

Hi tacticaloperator,

I'm sorry, but that's the best I can do. My staff is off until Tuesday.

In my opnion, I have some of the best staff in the industry. Insulting them is unfair and demonstrates a lack of maturity and lack of class. Please refrain from doing so on our forum.

I think also you should feed your patience.

Perhaps you could contact Mike at NGK. Maybe they can service you more quickly. Otherwise, as I said, we will contact you next week.

Shalom,

sal
 
"lack of maturity and lack of class"
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Now I've become the insulted one, Mr. Glesser. I just asked for what I deserve.
NGK are not responsible.
I think I've already spent too much time (and nerves) on this issue.
 
tacticaloperator said:
Now I've become the insulted one, Mr. Glesser. I just asked for what I deserve.
NGK are not responsible.
I think I've already spent too much time (and nerves) on this issue.
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You are correct Mr. tacticaloperator.

That was not a kind thing for me to say. You have my apologies.

sal
 
tacticaloperator,
I know how it feels. One of my most expensive Spydercos came with defect. I e-mailed to Amanda, in a couple days she replied (I am not the only customer, plus she has more responsibilities). I sent my knife and in a while I received brand new. And it was not easy, my knife was limited edition and out of production. I would rate her performance in my case A+. So, sometimes it helps to be patient. E-mail works better, than phone calls
By the way after that I bought a few more Spydercos, all of them are perfect. I have knife with compression lock, and it is rock solid.
“Specially those who verify the quality of the product before it reaches the stores. Seems that they need their holyday because when they checked my knife (one in a batch of many) they were sleepy”
I am not sure that anybody inspected your knife. Most likely statistically based sample was taken out of lot and inspected.
I am working in Quality Assurance for last 20 years. 100% inspection is not effective.
As a result of inspection, it is only 97% effective, cost also the factor. You do not want to pay 30% more for your knife, do you? May be it is not bad idea to be real.
Good luck,
Roman
 
Tactical Operator,

I have had some problems with loose Spydies in the past. I have sent in a Manix and a Native III. Both times, I sent emails requesting an ETA on the knives, and was greatly taken care of. Amanda and the Warranty department were patient with me and took care of me. I received replacements for both the Manix and the Native III, and after Spyderco sent me a serrated edge Native III after I had sent them a plain edge to be repaired, they exchanged the SE model I sent in for a PE version. Recently I sent in an Endura 3 that had loose blade play, and asked for it to be tightened. I received a reply that it did not meet their standards for a loose blade, and it was sent back to me, but it was sharpened. So, I disagreed with their assessment of the knife, but respect their opinion, and will continue to use it until extreme need arises to send it in again to be tightened. Even if you disagree with their assessment of your knife, they strive to offer the best customer service they can to you, and will go above board for you and your knife.

Yes, it is a holiday weekend over here in the States, and yes, Sal may be online right now. That does not mean he is in his office, or at the Spyderco offices/plant. There are certain travails that are involved with your location and Spydercos location. Sal and his company have no control over that, and Sal offered an alternative through his distributor in Israel.

Trust me, Spyderco will take good care of you and your knife, ya just gotta wait a little while.
 
Thanx Roman,

We do 100% inspection on the Para and they're inspected at each station.

The problem was the bend in the spring and an inconsistency that developed because of the bend. Small details can make big differences.

I agree that they should be right (97% you say?). And I would like to help TO get what he wants. I think his approach is short because he's frustrated.

As mentioned, he's half way across the world. I think that we can sort it out, but some time will be necessary.

edit;

TO, sorry to have hurt your feelings. We try hard to avoid that here. I guess pobody's nerfect. I'm sure, given patience and time, we will make you happy.

thanx Hunter. Yes, I'm working from home. Cold and foggy up high in the Colorado Rockies and more than 25 miles from the office, which is closed.

sal
 
Sal,
You can't please 'em all. T/O is being somewhat unreasonable in his assumption you should remedy this problem yesterday. It has been said before, but I'll say it again-go and look what kind of other customer service you get from any other companies in this or any other industry. I'm sure you wouldn't likely get that many company owners spending their time personally responding to what are becoming what seem to be compalints and expectations that are somewhat unreasonable. If your car has a defective part, how likely is it you will get to talk to the president of the company to get satisfaction? Nobody wants a faulty product. Big surprise. When someone gets a faulty product, it is upsetting. Big surprise. We get it. I was less than pleased with my small Sebenza when I got it( at a much higher price), but I didn't let it ruin my day and I certainly didn't try to ruin someone else's day because of it. Stuff happens and good people/companies stand behind their products even if it doesn't fall within the set expectations of some customers.
Why do you think forum members are coming to Sal's defence anyways? We're not paid spokesmen , we're satisfied customers whom believe in this product. And after you give shots to Sal and his employees, don't act all surprised and hurt that you got a response. THAT shows lack of maturity.
 
I want to keep being a satisfied customer of your Company. I already own Spyderco knives; I've handled my "Manix" to a friend for using it in the Lebanon hostilities some weeks ago. I wouldn't do that if I didn't trust the knife. He never came back. Maybe that's why I'm so sensible right now. Sorry for bothering. It wasn't my intention.
 
The Para was intended to be a "replacement" for the lost Manix. I think I put too much hopes in it for this reason. Sorry for my bad English, I can't keep with this message right now.
 
Hmmm, T.O. sorry to hear about your friend not returning (very sorry). Sorry hear of the loss of your Manix, and sorry to hear you're so frustrated you are not able to see how well Sal and the staff at Spyderco are standing behind their products.

Dude, you got the "President/CEO/Head Honcho/Grand Pooba/Mr Big" of a company to personally respond to an online post, and tell you he will make it right with you. You'd be hard pressed to find another major company in the world that will give you service like this. The reality of the situation is that your location makes it difficult to get instant gratification. These things happen... at LEAST, they are making it right. I can tell you a hundred bad customer service stories where people were told to "go pound sand" when they have an issue with a product.

Sorry for your situation, but give Sal a break. After all, he's been kind enough to communicate with you, FROM HOME, when he's admittedly on holiday. Have some patience please. It will all work out in the end. A positive attitude makes life seem sweeter.

Regards.:cool:
 
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