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Suggestions for the Spydie CS and QC department?
- Thread starter GarageBoy
- Start date
I only have one Spyderco. It's holding up quite nicely as an EDC.
The only way I see of 'helping' W&R is by narrating the experiences we have when we interact with that dept.
Spydie's C&S and W&R has always looked to be the gold standard here on the forums. If that were to change we'll notice it soon enough.
I'm sure if that time comes, the company will take the hint, et voilá, help.
The only way I see of 'helping' W&R is by narrating the experiences we have when we interact with that dept.
Spydie's C&S and W&R has always looked to be the gold standard here on the forums. If that were to change we'll notice it soon enough.
I'm sure if that time comes, the company will take the hint, et voilá, help.
- Joined
- Jun 15, 2003
- Messages
- 1,500
My experience with Spyderco's warranty and repair has been hot and cold. I had a lock start to slip on a Military, and they replaced it without issue. I was very happy and impressed with how fast they turned it around. I told a lot of people.
I had a Police model develop up and down, and side to side blade play very soon after I purchased it. I sent it in, and a few weeks or so later they sent it back, untouched, with a very short letter. Spyderco said the knife would not be covered under warranty, that it was normal wear, and that I should retire the knife. Neither knife had ever been used hard or abused. It had only been used for everyday run of the mill stuff like opening mail, packages and stuff like that. I was pretty disappointed with their service this time, to say the least. Again, I told a lot of people. That's how it works. It's how good and bad reputations are made.
I'm a knifemaker, and if one of my knives comes back to me with a problem, and there are no obvious signs of abuse, I'm going to either fix or replace it for FREE, Period. Not only that, but it goes to the top of my list of things to do. My customers deserve that, and shame on me for turning out a knife that isn't up to the standard. Now IF the knife has obvious signs of abuse, I'll explain to the customer that a knife is made to cut, not pry, or be used as a screwdriver, or whatever. I'll fix the knife if I can, and charge the customer for the time it takes me to execute the repairs. For some, this policy will not meet with their approval. Unfortunately, there are some people out there who are never satisfied no matter how much you do for them. I know, I've dealt with my share in various business ventures over the last 20+ years. "Whatta ya gonna do"?
For small time operations like ours, quality control and managing warranty claims is all pretty easy to do. My wife and daughter help out, but I'm the head cook and bottle washer around here. I don't have many, many employees working for me, creating a product that I put my name on, and making decisions on my behalf. I set the standards, and I alone have to meet them or deal with the consequences, personally. Pretty easy compared to what a company like Spyderco has to deal with.
That being said, I've owned Spydercos since there were Spydercos. I have a lot of respect for Sal and his company. I understand he can't control every aspect of his large and widely dispersed company every minute of every day. Spyderco's standards are high and if they're not being met, something should be done about it. I'm sure if enough customers voice displeasure with customer service, QC, or warranty and repair, something WILL be done about it. If you've got a story, positive or negative, I urge you to speak up as well. I've been around here long enough to read about Sal's intervention on many an occasion. My impression is that he's a guy who cares about his company and his reputation.
Thanks,
Scott
I had a Police model develop up and down, and side to side blade play very soon after I purchased it. I sent it in, and a few weeks or so later they sent it back, untouched, with a very short letter. Spyderco said the knife would not be covered under warranty, that it was normal wear, and that I should retire the knife. Neither knife had ever been used hard or abused. It had only been used for everyday run of the mill stuff like opening mail, packages and stuff like that. I was pretty disappointed with their service this time, to say the least. Again, I told a lot of people. That's how it works. It's how good and bad reputations are made.
I'm a knifemaker, and if one of my knives comes back to me with a problem, and there are no obvious signs of abuse, I'm going to either fix or replace it for FREE, Period. Not only that, but it goes to the top of my list of things to do. My customers deserve that, and shame on me for turning out a knife that isn't up to the standard. Now IF the knife has obvious signs of abuse, I'll explain to the customer that a knife is made to cut, not pry, or be used as a screwdriver, or whatever. I'll fix the knife if I can, and charge the customer for the time it takes me to execute the repairs. For some, this policy will not meet with their approval. Unfortunately, there are some people out there who are never satisfied no matter how much you do for them. I know, I've dealt with my share in various business ventures over the last 20+ years. "Whatta ya gonna do"?
For small time operations like ours, quality control and managing warranty claims is all pretty easy to do. My wife and daughter help out, but I'm the head cook and bottle washer around here. I don't have many, many employees working for me, creating a product that I put my name on, and making decisions on my behalf. I set the standards, and I alone have to meet them or deal with the consequences, personally. Pretty easy compared to what a company like Spyderco has to deal with.
That being said, I've owned Spydercos since there were Spydercos. I have a lot of respect for Sal and his company. I understand he can't control every aspect of his large and widely dispersed company every minute of every day. Spyderco's standards are high and if they're not being met, something should be done about it. I'm sure if enough customers voice displeasure with customer service, QC, or warranty and repair, something WILL be done about it. If you've got a story, positive or negative, I urge you to speak up as well. I've been around here long enough to read about Sal's intervention on many an occasion. My impression is that he's a guy who cares about his company and his reputation.
Thanks,
Scott
I see people sending stuff back as an opportunity to really impress them. First rate customer service can make for a happier customer than a perfect product.
It is strange human nature that people are happier with a flawed product that is then fixed well and good service than a product that is good in the first place.
It is strange human nature that people are happier with a flawed product that is then fixed well and good service than a product that is good in the first place.
- Joined
- Oct 29, 2005
- Messages
- 18,769
Not sure what is "up" with their CS. However I'd like to remind folks that three threads on dissatisfaction, each generated by three people, is hardly an epidemic.
- Joined
- Mar 11, 2007
- Messages
- 866
Well I just lost a couple washers off of my endura 4 they mailed me a replacment set for free no questions asked. I say thumbs up for them.
- Joined
- Apr 27, 2003
- Messages
- 5,738
Hardly "everyone", just a few people, at least two of them complaining about "problems" with long discontinued knives purchased second hand, at least one of which had, by the poster's own admission, been tampered with by a former owner prior to his purchase of it ten years ago. As for me, I have over 300 of the darn things. I've sent a grand total of two back with minor warranty issues, received excellent service both times. On the other hand, I don't expect the same level of fit and finish on a production knife that "might" be found on a custom costing considerably more.
On the other hand, perhaps Spyderco does need to examine their "work flow" for knives sent for repair. Assuming these things are not already being done, it might help if the had whoever worked on a given knife noted on the paperwork, and had someone other than the person who did the repair examine both the knife and the customer's original complaint, and "sign off" on it afterward.
Paul
My Personal Website - - - - - A Beginners Guide to Spyderco Collecting - - - - - Kiwimania
Dead horses beaten, sacred cows tipped, chimeras hunted when time permits.
Spyderco Collector # 043 - - WTC # 1458 - 1504 - 1508 - Never Forget, Never Forgive!
It's easy to grin when your ship comes in and good fortune and fame are your lot, but the man worthwhile is the man who can smile with his shorts twsited up in a knot. - Morey Amsterdam
On the other hand, perhaps Spyderco does need to examine their "work flow" for knives sent for repair. Assuming these things are not already being done, it might help if the had whoever worked on a given knife noted on the paperwork, and had someone other than the person who did the repair examine both the knife and the customer's original complaint, and "sign off" on it afterward.
Paul
My Personal Website - - - - - A Beginners Guide to Spyderco Collecting - - - - - Kiwimania
Dead horses beaten, sacred cows tipped, chimeras hunted when time permits.
Spyderco Collector # 043 - - WTC # 1458 - 1504 - 1508 - Never Forget, Never Forgive!
It's easy to grin when your ship comes in and good fortune and fame are your lot, but the man worthwhile is the man who can smile with his shorts twsited up in a knot. - Morey Amsterdam
Unsub, you're up to something there.... I think the same way!
As for CS,
I sent in an old, used and dull Police SE and they took excellent care of it. Pics can be seen over in the Spyderco forum. (not a warranty issue, but a well made refurbishing job.)
Right now, they have an etched Dragonfly with potentiel Quality issues (again, pics in the Spyderco forum) and are checking it right now and "[...] believe we (Spyderco) are going to replace it. [...]". Lets wait and see how this turns out. So far one good, one still unknown but on a good way.
So thumbs up from me.
Dennis
As for CS,
I sent in an old, used and dull Police SE and they took excellent care of it. Pics can be seen over in the Spyderco forum. (not a warranty issue, but a well made refurbishing job.)
Right now, they have an etched Dragonfly with potentiel Quality issues (again, pics in the Spyderco forum) and are checking it right now and "[...] believe we (Spyderco) are going to replace it. [...]". Lets wait and see how this turns out. So far one good, one still unknown but on a good way.
So thumbs up from me.
Dennis
- Joined
- Feb 19, 2006
- Messages
- 291
I have not had any problems with CS. Last year they extended a full merchandise credit to me for a discontinued product that they found a manufacturing flaw in. Right now they are reconditioning an Endura for me & I don't anticipate any problems there. Apparently not everyone is having problems with Spyderco CS.
- Joined
- May 1, 2004
- Messages
- 1,240
No problems with their CS on the lone dealing I had with them. They sent me a new pocket clip and two sets of screws for my Manix free of charge, even after I insisted on paying for them.
QC has been up to par for me also. I have purchased maybe 20 folders from Spyderco in the past 2 years and have only had one that had any sort of fit/finish problem that affected the function.
Haven't had a lot of issues with Spyderco CS/QC but I figured I'd weigh in a little on the positive side.
QC has been up to par for me also. I have purchased maybe 20 folders from Spyderco in the past 2 years and have only had one that had any sort of fit/finish problem that affected the function.
Haven't had a lot of issues with Spyderco CS/QC but I figured I'd weigh in a little on the positive side.
- Joined
- Mar 21, 2005
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- 3,355
Taking up what Deacon mentioned, I find the verbiage used in the title of the thread somewhat problematic. Saying "everyone is having problems" based on recent threads here is overblowing it and doesn't really help Spyderco at all. It could, possibly, hurt the impressions that people have about them in a way if someone just browses the forum's front page and thinks there's some sort of crisis with Spyderco quality without investigating further. Not that it would be fair or appropriate for them to do that, but you know how things can go on the internet.
I understand and appreciate the spirit in which the thread was made, to offer honest ideas about such issues, but just feel it should have been put differently. Perhaps something like "What suggestions would you have for Spyderco QC and W&R?"
I understand and appreciate the spirit in which the thread was made, to offer honest ideas about such issues, but just feel it should have been put differently. Perhaps something like "What suggestions would you have for Spyderco QC and W&R?"
- Joined
- Dec 3, 2001
- Messages
- 1,536
I recently misplaced the removeable wave on my P'kal. I sent CS an email asking about purchasing a replacement. Charlynn responded to me within an hour or two and said since the piece was so new, they didn't have any for sale....so she would just grab one from production and send me another for free. They didn't even ask for shiping cost. It got here in a few days later with the newest version of the catalog.
Only real CS experience I have had with Spyderco, but I was very impressed.
Only real CS experience I have had with Spyderco, but I was very impressed.
- Joined
- Mar 21, 2007
- Messages
- 945
I haven't had to use Spyderco's customer service for anything so far, but just judging from what I've read, I doubt that there is any kind of major problem there. I think people are more likely to be very vocal about a bad experience, while simply accepting a good experience as just the way things are supposed to go. The folks here on the forums that I frequent seem to be a little more likely to share their good experiences too, but as a general rule I think we're just more likely to hear more about the bad stuff than the good.
- Joined
- Aug 18, 2006
- Messages
- 371
My only experience with CS was outstanding! I bought a knife on the secondary market that ended up with a dinged up pivot screw head which happened before I received it. I called up CS and told them the story and they asked me for my address and said they would take care of me. A week and a half later I get a package in the mail with a brand new pivot screw. (Happy ending) 
I think what needs to happen is everyone that has had a POSITIVE experience with Spyderco CS chime in on a separate thread and then we'll see what's really up!
I'd bet the farm that the number of satisfied customers would overwhelmingly blow the doors off of the number of unhappy customers!!
I think what needs to happen is everyone that has had a POSITIVE experience with Spyderco CS chime in on a separate thread and then we'll see what's really up!
I'd bet the farm that the number of satisfied customers would overwhelmingly blow the doors off of the number of unhappy customers!!When I got my Lil Temp, it only took me a day to strip out the clip screws cause I was switching tip/up to tip/down like a mad man 
.
It is tip/down now, BTW
I called Spyderco CS for some replacement screws, and even though it was MY fault, they sent me new screws free, with no shipping charge.
Not a QC issue, but I was impressed nonetheless by the courtesy CS showed me that day.
.It is tip/down now, BTW
I called Spyderco CS for some replacement screws, and even though it was MY fault, they sent me new screws free, with no shipping charge.
Not a QC issue, but I was impressed nonetheless by the courtesy CS showed me that day.
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- Aug 27, 2004
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- 12,957
I bet Sal just loves when things get all bent and twisted like this. 
One or two or even a few more threads than that regarding an issue with a knife or complaints about a problem the company did or did not cover or do right, quickly or otherwise doesn't mean that anything is wrong people. They are only human for cryin' out loud! Give em a break!
STR
One or two or even a few more threads than that regarding an issue with a knife or complaints about a problem the company did or did not cover or do right, quickly or otherwise doesn't mean that anything is wrong people. They are only human for cryin' out loud! Give em a break!
STR
Sorry, bad title..though I'd like to get it changed. I was also in a bit of a sarcastic mood when I wrote it.
I personally have mixed reviews. My ParaMilitary had worn bushings and I asked for another set. They told me to send it in. I sent it in with a letter. Knife gets sent back resharpened by them (it had a nice polished edge put on it by Tom Krien when it left home) but pivot was still a little funky.
Called them again. This time, they sent the bushings instead, but at least it was fixed. I'm pretty sure these are the exceptions, not the norm
OTOH, new screws for my pivot? Sent right away. Real happy about that one
I personally have mixed reviews. My ParaMilitary had worn bushings and I asked for another set. They told me to send it in. I sent it in with a letter. Knife gets sent back resharpened by them (it had a nice polished edge put on it by Tom Krien when it left home) but pivot was still a little funky.
Called them again. This time, they sent the bushings instead, but at least it was fixed. I'm pretty sure these are the exceptions, not the norm
OTOH, new screws for my pivot? Sent right away. Real happy about that one
- Joined
- May 21, 2007
- Messages
- 44
I accidentally stripped out the head of a clip screw on my Stretch. I contacted Spyderco Warranty and Repair and explained the situation and that it was my fault and wanted to find out how much replacement screws would cost. They took my name and shipped out new screws free of charge. Charlynn at Customer Service was very responsive and I was impressed by the quality service that I received from Spyderco. :thumbup::thumbup:
- Joined
- Aug 27, 2004
- Messages
- 12,957
I accidentally stripped out the head of a clip screw on my Stretch. I contacted Spyderco Warranty and Repair and explained the situation and that it was my fault and wanted to find out how much replacement screws would cost. They took my name and shipped out new screws free of charge. Charlynn at Customer Service was very responsive and I was impressed by the quality service that I received from Spyderco. :thumbup::thumbup:
Yep, Spyderco and Kershaw have no problem mailing out things like that to customers and Kabar has done that for me with certain items also. Try that with BenchMade, Emerson, or Strider though.
STR