Warranty department concerns

[Yo Mama]

Sal has answered you several times. At this point youre trolling for trolling sake, and reddit can have you back.

I was done a bit ago. Looks like you want to drudge it back up? 3 replies? Did you have your meds today?

Why throw MT in the mix? They have had trouble in the past with long warranty times but over the last eight years or so they have updated and really had a fantastic warranty department.

I also think you judge the knife community poorly if you think Reddit doesn’t have great knife content or a connection especially the Spyderco subreddit. Great people actually and fantastic information. I’d try it out.

 

[Eljay2]

Hi Yo Mama,

While I appreciate your comments and opinion, I thought to share some thought with you;

1. We do not and have never offered a lifetime warranty on our products. I don't know where you got that information. Our warranty is fairly simple. If you have a problem that we caused, we will repair or replace the model with no charge to you. If you have a problem that you caused, we will repair it if we can, but we'll charge you for the repair.

2. You may see a few issues brought up on the internet or forums, but that is a very small amount when you consider the hundreds of issues that we solve with customer satisfaction. Your comment is based on a very small fraction of the issues.

3. Charlynn has been managing our Warranty and Repair department for almost 20 years. She as proven to be an excellent Manager and while some issues might be in question, her decisions are based on company policy and are always proper. I work closely with her to make sure our customers are pleased.

4. 8 out of 10 complaints that we see on the forums are not telling the truth about the issue. A real PITA. When there is a legitimate issue, Charlynn and I will discuss the issue in detail to serve the customer.

I hope that alleviates some of your concerns.

sal

Sal, I hear you and respect you but Charlynn was extremely rude and accusatory both times I had to speak with her over the years, and I can assure you that I'm an easy going person. Candidly, I had a problem with a knife recently and one of the kind folks in your store was nice enough to resolve it for me and get me what I needed. He was very familiar with the complaints about Charlynn and was happy to work around her. Net net, I'm thrilled.

 

[ShelterGirl]

To those of you with negative attitudes and you know who you are you’re just not being helpful in any way. If Sal would like to answer and clarify warranty, he can. Being disrespectful is just out of line and you should know better because you’ve been here long enough. I brought up a legitimate issue and did nothing wrong.

Only one way to snap that knife like that. Very lucky to have gotten a replacement. Leave Sal alone, he's got better things to do

Very glad I ended up here instead of reddit

*shudder*

 

[ShelterGirl]

I spoke with Charlynn. She said we replaced that knife.

sal

I also love that Charlynn is running the show down there. Is it the warranty department? No, Charlynn is here handling business and, because she loves her job, she'll be there as long as she can.

Every like little glimpse I get into how this company runs makes me glad I spent my money with them

 

[Yo Mama]

Only one way to snap that knife like that. Very lucky to have gotten a replacement. Leave Sal alone, he's got better things to doView attachment 2938272

Very glad I ended up here instead of reddit

*shudder*

I test side to side play as soon as I get a new knife. How? By using my hands. I believe my hands are much weaker than the torque I’m going to exert on the knife with tough use. If it broke in my hands, I would be just as pissed. I don’t see how anybody can defend a blade breaking from that little of force.

 

[Sal Glesser]

Hi Yo Mama,

The subject is still beating the horse? We replaced the knife. Is there a reason that you are keeping the thread going? What is it that you are trying to say? Is there some long term change you are trying to create?

We ship thousands of knives every month. We deal with hundreds of customer service issues every month. We always try to to do the best we can with every issue. If it becomes a question, we re-look at the issue.

We also get a lot of "butt nuggets" in Customer Service that are not right or friendly. They are sure they're right and whatever problem happened, had to be the manufacturers fault. We deal with them all. "My knife broke while l was cutting a piece of cheese" is so common, it has become an in-house joke.

How can we help you?

sal

 

[ShelterGirl]

I test side to side play as soon as I get a new knife. How? By using my hands. I believe my hands are much weaker than the torque I’m going to exert on the knife with tough use. If it broke in my hands, I would be just as pissed. I don’t see how anybody can defend a blade breaking from that little of force.

"I believe my hands are much weaker than the torque I'm going to exert on the knife"

I don't think you should carry a knife, you are gonna hurt yourself. I'm not sure if you're the person who broke the smock, or simply bootlicker prime, but the person who snapped that smock in their hands, blade deployed, in an effort to "straighten the scales using the blade" is incredibly lucky to not have injured themselves.

So here's a primer

Knives can only be used with force parallel to the blade, putting force on your knife horizontally will break it.

Knives should be sharp, if you find yourself putting your entire body weight on a pocketknife to accomplish a task, you either need to sharpen your knife, or get a saw

Hands are not some magical soft thing. I am not particularly strong, but I have had to break a bolt requiring thousands of pounds of force. How did my 5'7 butt do this? With a flag pole! The further out your lever the more torque you will apply at the fulcrum, humans with a bit of leverage can produce thousands of pounds of force

Also in the original post, the guy (you?) stated that he kept his knife in his back pocket and sat on it with all of his body weight (ouch). That's "how the scales got bent", yea 300lbs sitting on a smock all day, doesn't strike me as normal use. Trying to bend it back USING THE BLADE, is ridiculous. There's nowhere for the scales to move to, and that steel that you paid a lot of money for to hit those 61 rockwell or whatever, the harder the steel is, the more brittle it is as well.

And then, whoever broke the smock, threw his little hissy fit, gave sal a hard time at blade show, makes all these tantrum posts across the internet, and get his blade replaced (that he's just gonna snap again, go get a pmp) A MONTH AGO.

And you're here making this dickrida post to give sal a hard time because he gave warranty service to someone WHO CLEARLY ABUSED THEIR KNIFE.

Get outta here

 

[stillshot2]

This thread needs to be locked the dead horse is starting to decompose now

 

[Sal Glesser]

Hi Stillshot,

We try very hard not to block threads. Most of the folks that hang at Spyderco forums are quite good at self regulating the threads. We'll hide-n-watch and see where it goes.

sal

 

[sgt1372]

Hi Stillshot,

We try very hard not to block threads. Most of the folks that hang at Spyderco forums are quite good at self regulating the threads. We'll hide-n-watch and see where it goes.

sal

Please just lock the thread, Sal.

If Blues were the moderator here, he would have done it LONG ago.

Nothing more needs to be said & no harm will come from locking it.

 

[Yo Mama]

Hi Yo Mama,

The subject is still beating the horse? We replaced the knife. Is there a reason that you are keeping the thread going? What is it that you are trying to say? Is there some long term change you are trying to create?

We ship thousands of knives every month. We deal with hundreds of customer service issues every month. We always try to to do the best we can with every issue. If it becomes a question, we re-look at the issue.

We also get a lot of "butt nuggets" in Customer Service that are not right or friendly. They are sure they're right and whatever problem happened, had to be the manufacturers fault. We deal with them all. "My knife broke while l was cutting a piece of cheese" is so common, it has become an in-house joke.

How can we help you?

sal

I do apologize Sal I did not write back sooner. I did like your reply, but should have signify that I appreciated your response in you clarifying what warranty looks like. I will look to close the thread. There was no point in it continuing after your response my original point was there are warranty claims that initially get denied but then you get involved and they are approved. I wanted to make sure there wasn’t a disconnect. I have confidence in you and your product. I have always been a huge supporter and fan.

 

[Sal Glesser]

Thanx Yo Mama,

I think that you can trust that we will always try to do the right things for the right reasons. We're not perfect, but we strive to be. It's part of the Spyderco company culture.

I'm not a big fan of hard and fast rules, that can be unfair in some situations. So we always try to keep a "drafty brain".

sal

 

[Sal Glesser]

Sal, I hear you and respect you but Charlynn was extremely rude and accusatory both times I had to speak with her over the years, and I can assure you that I'm an easy going person. Candidly, I had a problem with a knife recently and one of the kind folks in your store was nice enough to resolve it for me and get me what I needed. He was very familiar with the complaints about Charlynn and was happy to work around her. Net net, I'm thrilled.

Hi Eljay,

While I appreciate your input, I would need to know more about the situations for the interactions. I shared your post with Charlynn, but unless I know more about the circumstances, it's hard to come to any conclusions.

I have been working closely with Charlynn for almost 20 years. She's the best we've ever had managing the department and I have found her to be stellar. She's patient, even to the point of frustration for herself.

I spoke with crew in the store and they said he only complaint they ever hear about Charlynn is that she's hard to get a hold of. For you to say that she has been rude with you more than once would be odd. So I would need to know more before acting on the comment.

sal