Warranty Mishap

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Heiheit

Heiheit

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Feb 4, 2009
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Hey guys,

Thought I'd post this over here. Let me preface this post by saying that I'm a huge Spyderco fan and have never and do not currently have anything against them.

That being said, I sent in a couple knives a month ago for sharpening (I really sent it for one knife that needed warranty work, I just sent the others for my convenience). Anyways, I sent in an original Ti Military that just needed a re bevel (keep in mind, I never used it) and got it back yesterday. To say I was disappointed is an understatement.

At first I was happy, but then noticed a smudge on the Ti. I tried wiping it off when I realized it wasn't a smudge, rather a divot like someone struck it with a hammer or something. Here's a pic:

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Not a huge deal, I could get over it. Until I looked a little closer and realized the lanyard tube was sticking out of the front scale. I wasn't sure why so I figured they dis-assembled the knife for some reason (again- sent in for sharpening) and didn't line up the scales properly. Pic-

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So, that made me start thinking, why would they take the knife apart? Nothing was wrong with it. Which is when I realized... They replaced the back scale completely. I know this because they're two different shades; almost like one is beadblasted and the other is sandblasted. Pic-

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To top it off, they added some nice scratches to the front :D

img0139in.jpg



I've already emailed them, so we'll see what happens. I'm not upset, just confused. Why would they change the scale completely? And to one that has dents and doesn't fit properly. I'll keep this thread updated; I'm sure CS will take care of it, this just seems like a hiccup.

When is my m390 mililtary gonna get here?? :D:D
 
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Maybe (hopefully?) they mistakingly sent you someone else's knife?
 
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I've had some problems in the past as well. I sent in a Para for a sticky lock problem, it came back with the same problem, plus some up & down blade play. Oh, and the knife was resharpened, which I didn't ask for.....it was razor sharp when I sent it out. Came back barely past dull. Needless to say, I don't send anything in to W&R anymore. If the knife has a problem I can't fix, I'll just sell it and purchase another. I got tired of spending money on shipping, and the knives coming back in worse shape.

I don't have a problem with Spyderco or it's knives.....I love Spyderco knives. Sal is a great guy. I just think W&R has a few issues that need looked into. Maybe a bit of managerial oversight perhaps.
 
Ouch. You would think they would just do what you asked them to do or at least contact you before ripping it apart and changing stuff. I hope they fix it for you.
 
type00rev said:
I've had some problems in the past as well. I sent in a Para for a sticky lock problem, it came back with the same problem, plus some up & down blade play. Oh, and the knife was resharpened, which I didn't ask for.....it was razor sharp when I sent it out. Came back barely past dull. Needless to say, I don't send anything in to W&R anymore. If the knife has a problem I can't fix, I'll just sell it and purchase another. I got tired of spending money on shipping, and the knives coming back in worse shape.

I don't have a problem with Spyderco or it's knives.....I love Spyderco knives. Sal is a great guy. I just think W&R has a few issues that need looked into. Maybe a bit of managerial oversight perhaps.
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That sucks man. I've heard that happens occasionally, rare though it may be. Sometimes it isn't worth the frustration.

Charlynn emailed me back and said that they thought my letter said to fix the blade play in the ti mil (I had problems with blade play on the para 2 i sent in, but not the Ti military) so she said that's where the confusion came from. She said they replaced the back scale entirely (couldn't they have called?) anyways she said she'd be sending a label to send it back, but not what they're going to do. Maybe just RMA it? I've had that happen in the past.
 
Heiheit said:
That sucks man. I've heard that happens occasionally, rare though it may be. Sometimes it isn't worth the frustration.

Charlynn emailed me back and said that they thought my letter said to fix the blade play in the ti mil (I had problems with blade play on the para 2 i sent in, but not the Ti military) so she said that's where the confusion came from. She said they replaced the back scale entirely (couldn't they have called?) anyways she said she'd be sending a label to send it back, but not what they're going to do. Maybe just RMA it? I've had that happen in the past.
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That still doesn't explain the hap-hazard handling of your knife which resulted in scratches on the front scale and a ding in the other scale.
 
Dang man, Im sure spyderco will fix it. But that does suck to start with. Hope it works out
 
That is disappointing. I think Spyderco is the best company in the industry in terms of its products, but it's a shame their service is apparently not up to the same standards.
 
TaTaToothy said:
That is disappointing. I think Spyderco is the best company in the industry in terms of its products, but it's a shame their service is apparently not up to the same standards.
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Yeah, it's a little bit odd. She didn't address the fact that they accidentally damaged it cosmetically, as long as they fix that I'd be happy.
 
I'm always afraid of this kind of thing happening ANY time I send ANY thing in to ANY one. This always seems inevitable, any time you release something out of your control. I'm very mechanically inclined, but I wanted to have my 2012 Honda serviced by the dealer for the first oil change. What'd they do? Put the wrong oil in it!!!!! At least they caught it before it left the dealership, and it was made right. But it just erks me how that stuff can happen. The scratches and ding in that knife is unacceptable no matter who the company is. I'd be very upset if that's the kind of service they're providing, and will definitely keep me from sending anything in in the future if the problems are not made right. Assuming your letter to CS was clearly written exactly what the problems were and what was to be done, this should not have happened.

I really hope they make things right for you, but you seem to be taking it alright. Much better than most of us here I'd presume. I also love Spyderco products, but this pushes the limits of being a loyal understanding customer.
 
i've had a military in w&r over a month, I have called and e-mailed them daily and no response, COME ON SPYDERCO we spend our hard earned dime on your product, at least call us when our knives have arrived in your shop. Benchmade on the other hand calls you when your knife has arrived, answers the phone everytime and e-mails you when it ships out. The millie i sent in was brand new but it had serious lock problems, they've had it for over a month now and i can just hopee it's fixed when it gets out. I really wish sal would read this thread so he would know what w&r is doing, as much as Sal cares about customers i bet you he wouldn't put up with this crap very long.

UPDATE: if you call w&r back to back to back they will eventually answer the phone, and on top of being rude to you , they will tell you even though your knife was mailed out a month ago and you tracked it to their factory , they haven't logged it into their system yet. c'mon spyderco really?? I love spyderco i own over 40 knives but if this is how im gonna be treated it may be my last product.
 
Allen R. said:
i've had a military in w&r over a month, I have called and e-mailed them daily and no response, COME ON SPYDERCO we spend our hard earned dime on your product, at least call us when our knives have arrived in your shop. Benchmade on the other hand calls you when your knife has arrived, answers the phone everytime and e-mails you when it ships out. The millie i sent in was brand new but it had serious lock problems, they've had it for over a month now and i can just hopee it's fixed when it gets out. I really wish sal would read this thread so he would know what w&r is doing, as much as Sal cares about customers i bet you he wouldn't put up with this crap very long.

UPDATE: if you call w&r back to back to back they will eventually answer the phone, and on top of being rude to you , they will tell you even though your knife was mailed out a month ago and you tracked it to their factory , they haven't logged it into their system yet. c'mon spyderco really?? I love spyderco i own over 40 knives but if this is how im gonna be treated it may be my last product.
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I've sent knives in a few times and every time it takes a month from the first day I ship it until it returns. Never before a month, sometimes a couple days after. I agree, I do wish they could call or email when the knife arrives or when they're sending it out (or if they change it completely :p).
 
I have had nothing but good experiences with spydercos warranty department. Im sure they will make it right
 
Yep a lot of people report no one answering the phones or emails. Honestly, I love Spyderco knives but it seems I can't rely on them if anything goes wrong with the knife. Kershaw/ZT, Benchmade, Buck all have great customer service so Spyderco needs to prove they can compete. Especially in this economy not everyone can drop $100+ on a knife let alone buy one from a company that won't properly take care of its customers. It really says a lot that they would ship a knife back to you in that condition. Did they think you wouldn't notice or care? A TI Millie aint cheap.
 
Years and years ago I sent a Meerkat in... It was handled perfectly. That was a long time ago though. I was younger and didn't think nothing of asking to speak to the boss then to figure out the delay, I was sent out the non s style blade as a replacement. I sure do miss the ghost lock.
 
SAL needs to read this spyderco customer service is a joke, I've called daily back to back and only 1 time got an answer and she was rude then.Kershaw/zt even benchmade CS is awesome they talk to you and answer the damn phone at least. I think if Sal knew what was going on he wouldn't put up with this for long i wish more people would chime in on this so we can keep it on the main page and bring it to Mr glessars attention. I mean i have a right to know where my knife is, and the progress on it as well. I love spyderco i own a lot of the knives, but if i'm gonna have this kind of expierence everytime i need warranty and repair for my knife i may go for a different brand. There are too many companies who act like they appreciate your business and want to help you then to deal with one who acts like they could care less. Before i get a war started i love spyderco and respect Sal alot im not bashing spyderco products or Mr glessar at all im mad as hell with warranty and repair. Share your stories though keep this thread alive PLEASE Sal will not put up with this!!
 
Yeah. Not too happy with my one attempt at trying to get a single replacement washer for my military - I over tightened the pivot and mashed it out of shape. They wouldnt send me one and asked that I send the knife in. No way I am paying shipping both ways for a single washer.

In the end I just hammered the washer flat and sanded it down on a coarse stone. Ugly washer but now it is smoother than ever.

I think that it is absurd that taking the knife apart voids the warranty. For a user knife that is designed for use out in the field? C'mon.
 
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