Suggestions for the Spydie CS and QC department?

I've had one experience with W&R. It was slightly on the negative side, but in the end I ended up with a perfect knife that I love (though they sent me the wrong knife). They were going through some difficulties at that moment, so I accept it as an understandable mistake given the situation. The only thing that stayed with me was the attitude that was being conveyed to me.
 
ignoramus said:
I've had one experience with W&R. It was slightly on the negative side, but in the end I ended up with a perfect knife that I love (though they sent me the wrong knife). They were going through some difficulties at that moment, so I accept it as an understandable mistake given the situation. The only thing that stayed with me was the attitude that was being conveyed to me.
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I bet the person that gave you the attitude got it adjusted and is no longer there. :D
 
GarageBoy said:
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.

This time, they sent the bushings instead, but at least it was fixed.
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What would you like the title changed to?

I think you mean washers, not bushings. THESE are bushings:

1.Electricity.
a lining for a hole, intended to insulate and protect from abrasion one or more conductors that pass through it.

2.Machinery.
a.a replaceable thin tube or sleeve, usually of bronze, mounted in a case or housing as a bearing.
b.a replaceable hardened steel tube used as a guide for various tools or parts, as a drill or valve rod.
 
STR said:
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
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:confused:

STR, I've had zero problems getting new clip screws, scale screws, and even a new pivot screw from Emerson. And they were free! What wouldn't Emerson send you?

Regards,
3G
 
i agree, EKI has always bent over backwards to help me out.

i have heard a lot of negative stuff about EKI, F&F, QC, liner issues, but i havent ever heard anything bad about there CS.

so whats up with that??

FWIW i have dealt with spyderco CS a time or 2 and they also have always bent over backwards to please me, no problems there either, not for me anyway.
 
I just came back from a thread in the General Discussion forum.

I will just say this, as long as I don't start hearing that they fixed someones knife with Superglue :eek: I think they will be OK.
 
I've never had any problems with my Spyderco's, so I don't have any personal experiences to share, but I will say this:

Whenever a company grows beyond a certain point, the owner MUST trust others with their company and their reputation.

Sometimes, these people are trustworthy and care about the company/reputation as much as the owner does. Other times, however, the people who are trusted with the company couldn't care less about the company/reputation. When the latter happens, problems arise.

I'd bet that the people who have had CS problems with Spyderco have dealt with people who are there simply to collect a paycheck, and do not care about the company, the products, or their reputation.

It's simply a problem with growth. You are bound to hire people who will not treat people as well as you want them to.

I don't think that Sal can personally supervise every transaction, or every employee, so there are bound to be a few mishaps.
What matters the most to me is how those mishaps are dealt with.
From what I've seen here, Sal is nothing but a class act. He has always been happy to correct problems that come to him.
 
The only time i have had to use customer service was when i stripped the clip screws on my ATR. I took it to the SFO to turn it in for repair, as they didn't have any screws to send me right away ( i assume there would have been some digging around looking for them). And instead of waiting around for someone to take my knife back and work on it, the salesman took out his ATR and gave me three new screws, from his knife, and installed them for me.

And that is the only experience i have had. very positive to say the least
 
One thing that I heard happen a few times recently, and personally experienced, is after sending something in, having it sent back with a letter saying it's been reconditioned/sharpened, yet nothing had been done. In my case, I was told re-send the knife, only to find out that the issue wasn't fixable.
 
Well, even though this is begining to get long and I don't know how many people will read this far I am obligated to stand behind spyderco's CS and support. I had been having problems with my S30V native (hardly their top-of-the-line) and Sal personally requested I send it in to his attention. They definately put the extra effort fourth and I cannot wait until I get the chance to show my satisfaction with the company and their product buy purchasing a fancy new Salt (of some type!).
 
Spyderco's QC is on par with every other high end manufacturer I have used, including Kershaw and BM.

Some knives are perfect, some knives are a bit flawed and some are very disappointing. That's just how things go with full production lines. Some people have great luck, while others have spotty and even bad luck getting a knife up to their standards from full production companies.

That being said, I have had nothing but good experiences with Spyderco warranty and repair.
 
Spyderco does not stock repair parts for foreign made and discontinued knives. If it is current US production, or something simple like a screw, they might have parts available. If they truly want a repair department, they need to do more than adjust, sharpen and buff. They need to stock parts.

Spyderco changed thier policy on warranty and repair about 5 years ago. Knives were bought at that time and ealier with the expectation of free sharpening, touch-ups, tip regrounding, etc.. That service is no longer provided even though it was at the time the knife was bought. For examle, they sent back to me with my Harpy a letter telling me the service they provided would end in few months due to changes in their policies. I believe that spdyerco should honor the original warranty and repair expectations of the consumer. New policies should apply to new knives, not to ones made before the new policy. For example, the Police discussed by Tanguay would have been replaced if it had problems and no evidence of abuse. Age alone would not have been the reason for telling the owner to retire the knife. Particularly for the Police which was has been a top selling hard use knife for many years.

Edited for: They also need to fix pinned knives. If home hobbyists can rebuild them and fix them, then the proffessionals should also supply this service. I've fixed pinned knives myself and I've had more difficult repairs done proffessionally. Spyderco should do so also.
 
3Guardsmen said:
:confused:

STR, I've had zero problems getting new clip screws, scale screws, and even a new pivot screw from Emerson. And they were free! What wouldn't Emerson send you?

Regards,
3G
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I have had folks write me asking me if I had any screws for EKIs left over from the rebuilds I do on them turning them into frame locks because Emerson would not send them out to them as I understood it. Apparently if I got the facts straight EKI will only mail parts to you if they can find at least one purchase or reference to you in their system.

Correct me if I'm wrong because I never really verified it but this is what was my understanding. The single time I needed a pocket clip from them for one I bought on ebay that came without one I was billed for it. Like $15.

STR
 
STR,
I never heard of the practices/policies you described, but I had already sent a CQC-7 back to them prior to my requesting replacement screws and so forth, so I suppose that could have been how they verified I owned at least one Emerson knife. This was back when Derrek Russell still worked there, and I used to chat with him on the phone quite a bit. I guess things may have changed. Thanks for the reply.

Regards,
3G
 
Slatts said:
I've never had any problems with a Spyderco so I don't have anything to report.

However, a few times I've asked CS for a replacement clip and received one within a week, no questions asked, and no charge. That's sweet.
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About two months ago I contacted Spyderco about a new clip for one of my knives and the response informed me to call the Factory Outlet store for information on purchasing new ones. Now I should state that I don't mind purchasing the new items but it is a shift from what I had seen in the past when needing a new clip.
 
STR said:
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
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I've never had a problem getting a pocket clip and screws from Benchmade, they've always provided those to me free of charge. The problem I have with BM is that I chipped the scales on my Griptilian when it slipped from my hand and fell three feet onto a linoleum floor. They wanted to charge me like 40 dollars to replace the scales. I know I dropped the knife but the distance of the fall should not have been enough to break a hard fiberglass reinforced plastic like Noryl.
 
MaxFisher said:
I've never had a problem getting a pocket clip and screws from Benchmade, they've always provided those to me free of charge. The problem I have with BM is that I chipped the scales on my Griptilian when it slipped from my hand and fell three feet onto a linoleum floor. They wanted to charge me like 40 dollars to replace the scales. I know I dropped the knife but the distance of the fall should not have been enough to break a hard fiberglass reinforced plastic like Noryl.
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Boy you guys lucked out then or I just caught someone each time on a bad day or something. BenchMade customer service told me on the phone flat out that they don't mail out parts. Thats exactly what the girl told me when I called them to inquire for parts for a Mini Grip sent to me to work on by a forum member that lives in the Netherlands. He knew he voided the warranty by taking it apart. I needed an Omega spring and a new clip and some replacement screws for a knife he bought new.

But in their defense. There were times in the distant past when they mailed things out to me as you said. I just assumed after this last issue that this policy had changed.

STR
 
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