Very Bummed with Spyderco's Warranty (again).

[arty]

I had to send in a new Rookie that I had for 1 day. I noticed an area at the lockup on the blade that looked like the metal was flaking off or gouged. It looked like there was a small crack in that area of the blade. I really like the knife, but would not trust it with this problem.
I bought it new from a dealer who didn't want to do an exchange.
I hope that I get good service from the manufacturer.

 

[Colorado Fatboy]

I had to send in a new Rookie that I had for 1 day. I noticed an area at the lockup on the blade that looked like the metal was flaking off or gouged. It looked like there was a small crack in that area of the blade. I really like the knife, but would not trust it with this problem.
I bought it new from a dealer who didn't want to do an exchange.
I hope that I get good service from the manufacturer.

I'd say it's time to find another dealer. Before I order any knife from a dealer I make sure up front if I have any problems they will take care of it, and any reputable dealer will.

 

[SPXTrader]

I am amazed that the warranty would apply to second owners. I can't think of too many products for which this would apply.

There are many manufacturers that offer a lifetime warranty. Not your lifetime, the lifetime of the knife. In some cases, older discontinued models have been replaced with a knife of the current owner's choice, up to the value of the older knife's MSRP. I'd say it is more the norm than the exception.

 

[Josh K]

Wow....

No kidding. Nice, deep dig. That seemed pretty sanctimonious for someone that hasn't held the knife in question, checked the walk and talk in person, and hasn't been able to see for himself the actual fit and finish.

Consider I'm not talking specifically about the OP.

Impressive skillset to be able to bring all that into play by reading a few posts and looking over a knife on a computer screen.

What are you talking about? You haven't mentioned any skill set I may possess unless you're simply talking about your opinion that I'm being sanctimonious, which isn't a set of skills but one skill in particular.

Plus the fact that you can completely, entirely disregard another's opinion of what is acceptable and what is not.

Yes, yes I can.

As a sidebar, since Sal offered (as he has so many times in the past) to look into it after reading and seeing the same posts you have, if he saw something that concerned him that you didn't.

Maybe not.

Robert

If you buy a knife from a dealer, it's new. If there's a problem with your new knife, send it back to the dealer.

 

[HardUse]

Sal,

My knife was repaired a week ago and I spoke to Charlynn on Friday, she was the one who repaired my knife.

Hi hard use,

The girls in CS do not take apart knives. They might add a clip. Repairs go to the the factory for disassembly. I doubt that our factory knife makers would strip a screw and try to hide it. How long ago was this?

The biggest problem, by far, that we have in customer service is people taking apart knives that they are not qualified to take apart. Then they put them together and don't have the knowledge or experience to know that it isn't put together correctly. Then they sell it as "new in the box" because they think it is. But it isn't. Often they should be thrown away.

The cost to repair knives like this exceed the cost of making the knife in the first place by triple. Most customers object to that kind of repair cost. Stripped screws, parts left out, damage done because they weren't assembled properly, is a real PITA to deal with. Shop time for a skilled maker is more than $50/hr. We lose money of every knife we repair. The cost charged is just a nominal service charge.

We always do our best to please our customers in CS, and I'm sure that our positive responses are 1,000 to one over unhappy customers. Sorry that we have a few here.

sal

 

[myowngod]

Props to Sal for even being on here and trying to deal with things like these personally... wish more industries had such attention/devotion from it's higher ups...

 

[JTR357]

Props to Sal for even being on here and trying to deal with things like these personally... wish more industries had such attention/devotion from it's higher ups...

:thumbup: Sal's a CLASS ACT,through & through!I knew he'd fix up this mess.

 

[NeoClassic]

Haven't read all the responses in this thread, so I might be repeating info already mentioned, but I wanted to clarify to those reading this who aren't too familiar with Spydies that the Native 4 actually uses a back-lock mechanism and not a liner lock. The similar Spyderco Sage uses a liner or frame lock, depending on the model.

So to those who say that having an off-center blade can be typical on some knives with liner locks: That might be true, but it simply doesn't apply to this particular problem. And in my mind makes this gaff on Spyderco's part all the more egregious.

For the money, that kind of QC and customer service is unacceptable IMO.

But, opinions aside, I've read on another thread on some forum somewhere that you can buy washer kits made specifically for folding knives, and one user added a couple to one side of a knife with an off-center blade and said it fixed the problem.

You'd void your warranty by dismantling the knife, obviously, but after the service rendered by the company thus far, it might not be that big of a deal.

I'm very disappointed in Spyderco after reading the original post.

 

[cj65]

@Michaelmcgo
It seems like So-Lo is busting your chops when you have been nothing but cool to him. Almost like he is rubbing it in your face that he traded you this knife.
I hope you get this blade all taken care of. I just had to send back in a CAT for a very weak lock up. They ended up sending me out a brand new one. I had no problems at all with spyderco CS.
Keep up the good work Sal.

I do not see any seeming in regards to So Lo busting anyones chops. No rubbing in his face either. So Lo corrected him politely, without any insults. Michealangelo agreed that he was satisfied with the trade.

 

[JTR357]

CJ,Some people ain't happy unless they're stirring the pot.

 

[cj65]

CJ,Some people ain't happy unless they're stirring the pot.

You got that right John. Attitude and emotions are not discernable in written text, and many misinterpret. I never saw So Lo use a middle finger smiley or emoticon.
at least not on this thread.

 

[Buffalohump]

Please post this info and the name of the dealer in GB&U.

I had to send in a new Rookie that I had for 1 day. I noticed an area at the lockup on the blade that looked like the metal was flaking off or gouged. It looked like there was a small crack in that area of the blade. I really like the knife, but would not trust it with this problem.
I bought it new from a dealer who didn't want to do an exchange.
I hope that I get good service from the manufacturer.

 

[arty]

I posted this in formation in a thread about a vendor - right now.

 

[Sal Glesser]

Thanx Hard use,

I'll speak with Charlynn next week.

Since you bought this knife "new-in-the-box", you can provide us with the receipt from our dealer along with the original packaging and the letter that came with the knife?

For the record, you are stating that our company shipped a "new-in-the-box" model that rubbed on the liner, was gritty to open and had a stripped screw?

It is always suggested that you contact us before sending a knife. Sending a CC# with a fix-it note is unrealistic. Would you have been pleased if Charlynn sent you a New Civilian, said the knife was not repairable and charged your CC# with a new MSRP price? How much did you pay for this used knife?

For the record, Charlynn has been with us for years. She is excellent at what she does. She's inspected many thousnds of knives and she knows her sh*t. If she says a knife has been taken apart, (voids warantees), it had been taken apart. For you to say that "it looked new to you" shows that you do not know a used knife from a new knife.

To say that you had been lied to by one of my crew, when you can't tell a new knife from a used knife is absurd. You were probably lied to by the person that sold you the knife. You probably got ripped off, but not by Spyderco. Your rant about your disatisfaction with our customer sevice on a public forum, sounds like your refusal to accept the fact that you'd been taken.

Hi MZ9393,

You read the original post, didn't read the thread, and posted that you are disappointed in Spyderco? I'm disapointed that you would post a negative thread about a company on a public forum without even reading the information.

sal

 

[Colorado Fatboy]

Although I've never dealt with Spyderco on a warranty issue I have to say this, the fact that the president of the company is on here answering posts impresses me. :thumbup: And this makes me believe if I did ever have a problem it would be dealt with.

Sal mentioned something along the lines of this earlier. The fact of the matter is in business you can do a good job for 1000 people and no one will say how good of a job you did. Yet you screw up 1 time and 1000 people will hear about it. That's just the way it is, nobody is perfect.

 

[J_Curd]

For what looks like a little liner rub, I don't think that would warranty sending it back.

I don't mean it as a kick in the face.

People usually take the invalidation and public condemnation of their concerns as a kick in the face. I'm pretty sure you knew that already though.

 

[Macchina]

True.

I wonder if the whole experience was made simply as an attempt to get a "perfect" knife cheap.

Looks like the OP knew the blade was off-center from the get go, so paid less and attempted to get Spyderco to make the knife "right".

I actually didn't know that it was off-center and missed that detail in the pics. I then tried to get the problem corrected through Spyderco using their warranty service. It didn't get fixed, but Sal saw that I was dissatisfied and offered to correct it even though CS already attempted. I am happy with this as the OP and would like to see the bashing stop in thi thread please. I posted this because I was bummed that bent blade are allowed through QC, not to discredit Spyderco overall as a company at all. I deign and build CMM's (inline precision meaurment machines for checking if parts are in tolerance), so I fully understand that everything is made with a tolerance. Sal is obviously a very customer oriented owner and I want to make it clear that I greatly appriciate the way he runs a stand up American company. I will be happy with the knife as it I, or if Sal can track down a strait blade I will be even happier!

Sal ofered to make this better, I don't want to be so picky that it cost Spyderco $100 to find a straight blade, and if that's the case I will happily use my lightly bent Native. If a straight blade did happen to pop up in inventory, I would be more than happy to take it.

 

[Sal Glesser]

I actually didn't know that it was off-center and missed that detail in the pics. Are you saying that Spyderco should not correct a mistake on one of its products because I didn't know I was getting it with a flaw?!?

I believe that I asked you to send the knife to me? I believe that you turned me down.

sal

 

[THE PUNISHER]

Although I've never dealt with Spyderco on a warranty issue I have to say this, the fact that the president of the company is on here answering posts impresses me. :thumbup: And this makes me believe if I did ever have a problem it would be dealt with.

Sal mentioned something along the lines of this earlier. The fact of the matter is in business you can do a good job for 1000 people and no one will say how good of a job you did. Yet you screw up 1 time and 1000 people will hear about it. That's just the way it is, nobody is perfect.

me too..

sal is here trying to help..........

 

[midnight flyer]

I actually didn't know that it was off-center and missed that detail in the pics. Are you saying that Spyderco should not correct a mistake on one of its products because I didn't know I was getting it with a flaw?!?

This is getting silly. As a small business owner, I am completely with Mr. Glesser on this one. What if there have been a CS issue here and there with his company? Ever had any employees? Even if that was actually an issue, SG has stepped up and is ready to do what he feels is right to make you happy. Not much he can do if you won't send it to him. It seems to me that all you have done to this point since the thread started is to provide lip service.

As a business owner, I am more than willing to admit that mistakes happen. OK, they happen all the time. Further, my next perfect day will be my first. So I strive to provide customer service and uphold my warranties as quickly as any situation arises that require my attention.

All SG can do is what he did; offer to look at the knife, and if it is warrantable flaw, make it right. What else do you want? If you won't let him fix it or make you whole again in some way, pipe down. SG seems to be ready to do anything within reason here, and certainly has a long track record of getting things done when he gets involved. He did his part.

As this thread has evolved and expanded to reveal more personalities of those involved, it seems to be that there is more whining here than actually wanting a real remedy. There isn't one thing SG can do if you won't even send it to him.

As my Dad used to say, "it's time to fish or cut bait".

Let him make it right, or let it go.

Robert

Disclaimer: On this site it is sometimes necessary to identify one's affiliations. I am not a Spyderco fanboy, although I have a couple of their knives, and like their products a lot. Further, I wouldn't know Sal Glesser if he shook my hand. I picked this thread up in "new posts" or I would never have seen it.