Spyderco, your attention please...

I understand. Sorry for your loss. We too have friends involved in the recent conflict, including our distributor.

We lost one of our design collaborators, Eduard Bradichansky, in a Hamas attack several years ago. It is a difficult way to live.

We will try to get a replacement to you as quickly as possible.

sal
 
tacticaloperator said:
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.
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T.O. I'm new to the forum but I've read this whole thread. It's sad to see everyone get worked up like this but in my job I can understand both sides. I am sorry for the loss of your friend and may be peace come to you quickly. As for the knife, yes, it can be a huge let down to await something and get it and it be defective. You are at a disadvantage with your location which makes correcting it even more difficult. I would say that Mr. Glesser's company will, from what I have heard about them, take care of your problem as soon as possible. We're all knife-guys in here and all on the same team. Sometimes we just get "a little edgy." LOL
 
T/O, take a minute to relax. Nothing can move so quickly, unless Spyderco were next door to you. You know they are several time zones away and that shipping a knife will take days. I know how you feel, I have been in your shoes and Sal has also helped me out personally. Of course it will take time but in the end, it will work out. I too am a Spyderco fan and I too have had a lemon or two, and I too would have preferred to close my eyes and scream silently and then re-open my eyes to see a replacement spydie in front of me, but that is not logically possible.

As long as we are not in the US, we need to be prepared to wait and be positive during the wait.

I hope this is resolved in a manner satisfactory to you.

Have a good weekend and stay safe.
 
TO: Sorry for your loss.

Given where you are where Sal is and that there is a national holiday in the US, I can't see how their CS could be any better. This is one of the few cases where the head of a company is doing CS online, and while not at work...

The downside of online purchasing is difficulty in handeling returns and warranty work. When one buys in a shop one can go back and sometimes resolve it in a couple of minutes. I find Spyderco to be very forthcoming in this matter, but you can't expect Sal to get on the next plane with a new Para in his hand.
Give it some time TO it will work out for the best.

Sverre
 
Apparently I'm the only one that doesn't believe this guy about his loss? Even with his "loss" it doesn't excuse his demanding and petulant behavior.

I've lost so many people in my family in the last 3 years that at times it's like a slow motion rapture going on. I would never, ever use a loss to excuse poor behavior on my part, or try to inspire motivation by guilt.

Forumites, sorry for my bluntness and coarse words. I have lost friends in service, and family to different causes. I've even lost a child. No excuse for my behavior here. Lock and load and fire away. Joe L.
 
Mastiff: What is your problem with me? I don't care if you believe me or not; I don't know you. You don't know me. We are perfect strangers. I won't be sorry for your people; I'm not asking from you to look after mine.
IF YOU CAN'T SHOW RESPECT DON'T SAY ANYTHING.

Mr. Glesser: let's leave this matter like it is. The only thing I'm asking from you as a Moderator is to take measures to avoid confrontations like this one in the future. I entered the Forum in searching for help to resolve a problem. I thought I could share something more of me but after all I'm getting out of here with a bad feeling.
 
TO has a local distributor. He wants to avoid taxes and buys on the internet, with a very reputable dealer. He is dissatisfied with one of the 2 products.
What we would all do is call NGK, we know they'll put it right.
But no, he calls on the Manufacturer :grumpy: . On a labor day WE :grumpy: . And the Predident answers, and says he'll put it right :cool: . And the guy still moans.:jerkit:
Look pal, I once had a tooth abscess on a Saturday in Tel Aviv. It took me 6 hours to find a dentist that would see me on Shabat. And that is every Saturday. Labor day is ONCE A YEAR, so give them a break.
As for your excuse for ranting, Totally with the Mastiff here.
Oh, I just lost my pal, why don't I go and buy 2 knives! :barf: Oh, 1 is not perfect, I'll use his death as an excuse to make a complete nuisance of myself!
I just hope not too many people in that part of the world have bought spidercos, because with the body count on BOTH sides Sal is in for a very rough ride with the survivors.:mad: :mad:
 
Mass production will always have flaws -- QA tries to minimize it. Sure, everyone (Customer, Manufacturer, Distributor, Retailer) would like 100% -- it's just not real.

You say you're a happy customer but keep beating the issue that you can't get instant gratification from this company. You've been given assurances that it will be corrected. Let them correct it, and then go on about your business.
 
I just wanted to say that I left this thread yesterday and bought a waved Endura and a Dragonfly for a friend and his wife.

I would also like to point out that I have over eight years experience in customer care, including teaching and coaching- in other words, training how to deliver good CS, and ensuring that it happens- and Spyderco delivers. I have experienced one minor problem in twelve knives and it was rapidly diagnosed, and repaired in a timely manner, with an apology.

I eventually decided to leave the CS field because I was losing patience with the small percentage of customers who decided that they would use real or imagined problems to take advantage of my employer. In short, there is no satisfying some people.

John
 
Sal Glesser said:
Cold and foggy up high in the Colorado Rockies and more than 25 miles from the office, which is closed.

sal
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You lucky, lucky man! Many (many!) years ago I had the choice to attend Colorado School of Mines or Purdue. Once I saw all those corn fields, I knew I'd made the wrong choice :( Oh well.

I have to say I am SO IMPRESSED by your handeling of this. Over dozens of Spydercos (all users, no safe queens) purchased from the early '80s through last week, I've never had need of your customer service but this just reaffirms what a great company you have (and speaks to you as a person as well).

I'm proud to call myself a Spyderco customer. There aren't many things I use or buy that I would say that about. Customer loyality is hard to come by and you have mine.

Best regards,
Enjoy your holiday!

Ken
 
Trihonda said:
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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T.O.
I'm also sorry to hear you're not keeping a positive attitude. Like I mentioned above. :confused:

I am sorry you seem to have so much anger pent up inside, to be reacting so harshly to a minor situation (here in the US, we call it making a mountain out of a mole-hill). :yawn:

Also, sorry you feel others are intruding into this affair, injecting their opinions. I'm sorry you don't realize YOU started this thread. :rolleyes: ;)

I'm sorry you continue to act irrationally upset, even after the President of Spyderco personally responded to you and said he'd make it right. Not sure what more you want. There's no air-tube (like at the bank), that Sal can drop at new spydie into and zip it overseas (with a mighty tha-wump as the tube gets sucked up). ;)

I'm sorry you don't realize your negative, irrational attitude is what it driving the cristism against you here on this forum. :(

I'm sorry you can't seem to get over this. :rolleyes:

I'm sorry I ever started reading this post. I am a patient, understanding person, but your irrational attitude is even annoying to me. I think you're a tad out-of-line. :mad:
 
Sal - I don't think there's anything more you can do on this Labour day w/e. You stood up for your staff (that is something I respect a lot) and even apologised for saying a little (which is right) about "immaturity". I didn't see T/O apologise when he made that remark about people sleeping on the job and critising the staff, albeit in general and in frustration. At some stage, people need to exercise a little reasonableness. A faulty Volvo doesn't repair itself immediately, right? YOu're stand-up and time and time you have gone over and beyond the standard, I know....just like you did for me many years ago on my blue lum chinese.

T/O - I do really hope this gets resolved so that you're happy. I'm with you about disappointment when there are QC issues. But I'm with the others in relation to being a little patient and reasonable. The problem with the Internet is that tone and inflection are missing from posts....perhaps if we all sat down at the table and spoke face-to-face, all this would come out differently, and we'd all be laughing. Heck, you may even buy another knife immediately from Sal.

Anyways, enjoy the rest of your weekend, sir. Let's all be reasonable and positive and everything will work out.
 
Let's get the knife matter out of this. But this is too much:

Oh, I just lost my pal, why don't I go and buy 2 knives! Oh, 1 is not perfect, I'll use his death as an excuse to make a complete nuisance of myself!
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TO,
I doubt you would get a better response from any other knife company on the planet.

Consider this: you buy a BM with a a little wiggle problem, complain on a public message board, and see if Les would personally help you.

Oh, or better yet, you buy a Strider with a problem, complain on a public message board, and see the response you get from the owner of that company.

Trust me, with your attitude you could not be treated any better than you are being treated here.
 
Having read the first few posts, I think this got blowed all out of proportion due to some "short" comebacks. tacticaloperator's first couple of messages were rational and did not appear "irritating" to me.

Sometimes what you're thinking isn't exactly the message that comes out when you're typing. I do it all the time and have to re-read a few times and then think about how it is going to "sound" when someone reads it (that can't read my mind and doesn't know what I actually meant).

tacticaloperator started off with a very reasonably placed request for help with his dissatisfaction and from there everything seemed to go downhill.

I have several high dollar spydies (3 dodos, 2 polliwogs, 1 yojimbo, and a BG-42 military ... my EDC is a new Delica 4) and am extremely happy with them all .. zero problems or complaints! I especially appreciate the company owner's participation here and his customer service response to every complaint I've seen posted is way above and beyond the call of duty.

Kershaw QC???? Perhaps no one else has noticed all the complaints about their issues with the new Titanium handled ZDP-189 onion. Seems quite a few made it thru the chain without proper sharpening ... and are having to be sent back to the factory. That is one high dollar knife to have that many returns. But, they are taking care of everyone. Just as Spyderco does.

Sal, you're the greatest and thanks again for hanging around the different forums. :thumbup:

tacticaloperator, good luck and hope you all kick some serious Hizbollah a$$ over there.

PS: I hope no one take offense to my jumping in here .. just a lazy Sunday morning with not much else to do. :)
 
The problem really is not that TO requested a return which is a given, that isn't even the part of the discussion. But he neither wanted to return it to the manufacturer (Spyderco) nor to the dealership he purchased from...... He wanted to purchase overseas and return locally, now that is NOT a resonable request, and the CEO of Spyderco responded directly and and even found a way to make it happen: Unusual to say the least.

But then post #23! That is just to rich. Disappointed and distressed or not, comm'on TO, who do you think you are?
 
tacticaloperator said:
Mr. Glesser: let's leave this matter like it is. The only thing I'm asking from you as a Moderator is to take measures to avoid confrontations like this one in the future. I entered the Forum in searching for help to resolve a problem. I thought I could share something more of me but after all I'm getting out of here with a bad feeling.
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First of all, I think it's important to let things calm. Blame is not important, peace is.

TO,

I'm not really a moderator, Kristi is our moderator, but as I mentioned, all of my staff is off for the weekend. I am the president of the company. My wife and I began the company 30 years ago. I am involved because one of our customers had a problem with one of our products.

And I am always trying to avoid confrontations like this one. I believe I have already apologised for my part in it.

You have happened on to a somewhat unique forum in that the visitors not only care about the products and the companies, but also about each other.

(We are honored to be part of this esteemed international group).

It is designed to be a safe, comfortable place to visit despite any personal stresses.

We will solve your knife problem next week in the most expedient way possible. Hopefully we can heal the hurt as well.

You are always welcome to be part of this forum and hopefully not just to solve a problem.

Spyderco ships more than 10,000 knives per month. As a company, we always try to achieve perfection and we always try to improve.

sal
 
I'll be glad to keep participating in the Forum. It is impossible to retrieve words already spoken; I apologize for my anger bursts.
 
Hi TacticalOperator,

Welcome to the Spyderco forum.

We also have another Spyderco forum at the Spyderco website (spyderco.com).

sal
 
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