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Warranty Mishap
- Thread starter Heiheit
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- Nov 1, 2011
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- 2,908
I think a bad washer was behind the blade play and lock up on my military. Either way the knife is brand new and i opened it and closed it a few times and i got horrible blade play and the lock was slipping. The knife was 2 days old. I just hope they don't try to give me any BS i want my knife back. Or a replacement like someone else says i don't have $130 to throw out the window, and if spyderco doesn't make this right I can promise it will effect my next knfe purchase.
Well, I was going to keep my experience to myself since I've already complained about Kershaw recently, but since Spyderco's Warranty & Repair department doesn't seem to bring their A-Game often I'll share my two experiences.
1.) I'm most likely buying a Sage 4 (or two) in the near future to go with the rest of the series I own, but was curious to see what the wood would look like stained. So I called the Warranty & Repair department to ask if they would sell me the wood inserts outright or if they would replace them if they somehow didn't come out to my liking after I finished, on my tab obviously. The response that I got was "No. Absolutely not. Why would we ever do that?" Again, I reiterated that it would be happy to pay for it and the response was "We're not going to do it, just buy a new knife."....Right, because we all have and extra $180-$200 to throw away. At the end of the conversation yes, I did get my question answered, and don't necessarily disagree with their policy, but the man I spoke with was blatantly rude the whole conversation. I got the feeling that I was wasting his time or that I should already know the answers to the questions that I was asking.
2.) I recently purchased a Chaparral and immediately upon opening I knew something wasn't right. It wasn't difficult to open but it sure wasn't easy like the other 75+ Spydercos that I own. It felt like the side of the blade was rubbing the steel liner by the pivot, but I sure wasn't voiding my warranty to take it apart and find out. I oiled the blade four of five times over two days and it didn't get any better, which lead me to believe that some machining somewhere just wasn't finished enough. Reluctantly, I called Warranty & Repair again and before i could even explain what my problem was I was corrected on the pronunciation of the knife. Not in a, "Actually sir, it's pronounced this way" manner but more like a, "Wow, you're an idiot for saying it that way hahahaha" manner. Obviously, he didn't say this but I felt like he was intentionally belittling me. I explained the problem and he confirmed that I should send it in. He also said that I should put a check for $-- in with the knife so that if they decide it wasn't their fault I would pay for the return shipping. Again, I don't disagree with this policy but I also don't think it's necessary to send payment for something that you don't even know if you should be paying for.
I wrote them a letter to put in with the knife explaining what the problem was and that my expectation was that it would be returned at least as good as my other factory Spyderco knives, I also put my contact information in asking them to call. I did not include a check. If they decide the problem is from the user a phone call would be nice; I understand the "We're a small company" persona, and I appreciate it, but at some point one has to realize that it is a hinderance. I'm not saying that it is, but my experience with communication (or lack of) as well as others experiences posted here I have to assume it is the case. I think this department needs a gut-check and I'll leave it at that. (FYI I never did get a phone call)
I got my Chaparral back and again, was disappointed. It was probably 50% better then it was when I originally purchased it but anyone who has any experience with Spyderco knives would be able to tell that it still wasn't quite right; and I verified this with two friends. I did however, appreciate the letter returned with the knife, it is a nice touch. I'm not going to send it back again because although it is the Warranty & Repair departments job to deal with this they give me the impression that I'm burdening them with my problems. I also don't want to go another month plus without a knife that I've physically had in my possession cumulatively for less than a week. I'm not going to tell anyone to not buy Spyderco's product or that they'd be better off with another brand, because I still believe strongly that you can not beat what they give you for the money. But I will tell them to be very cautious of the warranty department, and that if it is a possibility to deal with the vendor instead of Spyderco directly. I know that this isn't always possible due to time constraints and return policies but I can say with authority that I will avoid their Warranty & Repair department at all costs in the future.
1.) I'm most likely buying a Sage 4 (or two) in the near future to go with the rest of the series I own, but was curious to see what the wood would look like stained. So I called the Warranty & Repair department to ask if they would sell me the wood inserts outright or if they would replace them if they somehow didn't come out to my liking after I finished, on my tab obviously. The response that I got was "No. Absolutely not. Why would we ever do that?" Again, I reiterated that it would be happy to pay for it and the response was "We're not going to do it, just buy a new knife."....Right, because we all have and extra $180-$200 to throw away. At the end of the conversation yes, I did get my question answered, and don't necessarily disagree with their policy, but the man I spoke with was blatantly rude the whole conversation. I got the feeling that I was wasting his time or that I should already know the answers to the questions that I was asking.
2.) I recently purchased a Chaparral and immediately upon opening I knew something wasn't right. It wasn't difficult to open but it sure wasn't easy like the other 75+ Spydercos that I own. It felt like the side of the blade was rubbing the steel liner by the pivot, but I sure wasn't voiding my warranty to take it apart and find out. I oiled the blade four of five times over two days and it didn't get any better, which lead me to believe that some machining somewhere just wasn't finished enough. Reluctantly, I called Warranty & Repair again and before i could even explain what my problem was I was corrected on the pronunciation of the knife. Not in a, "Actually sir, it's pronounced this way" manner but more like a, "Wow, you're an idiot for saying it that way hahahaha" manner. Obviously, he didn't say this but I felt like he was intentionally belittling me. I explained the problem and he confirmed that I should send it in. He also said that I should put a check for $-- in with the knife so that if they decide it wasn't their fault I would pay for the return shipping. Again, I don't disagree with this policy but I also don't think it's necessary to send payment for something that you don't even know if you should be paying for.
I wrote them a letter to put in with the knife explaining what the problem was and that my expectation was that it would be returned at least as good as my other factory Spyderco knives, I also put my contact information in asking them to call. I did not include a check. If they decide the problem is from the user a phone call would be nice; I understand the "We're a small company" persona, and I appreciate it, but at some point one has to realize that it is a hinderance. I'm not saying that it is, but my experience with communication (or lack of) as well as others experiences posted here I have to assume it is the case. I think this department needs a gut-check and I'll leave it at that. (FYI I never did get a phone call)
I got my Chaparral back and again, was disappointed. It was probably 50% better then it was when I originally purchased it but anyone who has any experience with Spyderco knives would be able to tell that it still wasn't quite right; and I verified this with two friends. I did however, appreciate the letter returned with the knife, it is a nice touch. I'm not going to send it back again because although it is the Warranty & Repair departments job to deal with this they give me the impression that I'm burdening them with my problems. I also don't want to go another month plus without a knife that I've physically had in my possession cumulatively for less than a week. I'm not going to tell anyone to not buy Spyderco's product or that they'd be better off with another brand, because I still believe strongly that you can not beat what they give you for the money. But I will tell them to be very cautious of the warranty department, and that if it is a possibility to deal with the vendor instead of Spyderco directly. I know that this isn't always possible due to time constraints and return policies but I can say with authority that I will avoid their Warranty & Repair department at all costs in the future.
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- Feb 4, 2009
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Wow Baine, that sucks. Sorry you had to go through that. I agree, some of Spyderco's policies are pretty odd.
Charlynn never emailed me a shipping label, I guess she'll mail it?? That would be kinda weird.
I think at this point their best option would to just replace the whole knife.
Charlynn never emailed me a shipping label, I guess she'll mail it?? That would be kinda weird.
I think at this point their best option would to just replace the whole knife.
I tried calling a couple of times to get a tracking number but they always had a reason it wasn't available, so I just waited for it to show up (I also included my email address in my letter to send a tracking number to). I was over the whole experience by that point though. Dealing with these guys (and girls) is like cutting your finger then sitting there cracking the wound back open over and over again. At some point you just have to ignore the thing and let it heal up. It may leave a scar, but it will always be a nice reminder of the experience.
As far as the knife goes, if someone were to contact me to do so (HAHA right?) I'd be very happy to do it but I'm not wasting another $12 on shipping again.
As far as the knife goes, if someone were to contact me to do so (HAHA right?) I'd be very happy to do it but I'm not wasting another $12 on shipping again.
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- Oct 23, 2010
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I won't explain the details here, but I too have had a less than pleasant dealing with W&R. Like others here, I too was talked to in a less than pleasant way by the employees. It was a female that I talked to, and to say that she didn't seem to care about my knife or the problems I was having is a gross understatement.
I really hope Sal sees this and takes it to heart. It won't take too many of these kinds of threads before people start to get a sour taste in their mouth about it. For this awesome company to STAY awesome, an outstanding W&R department is necessary. The "small company" thing to me seems like a cop out of some sorts. If you're under staffed, then hire more people. I'm sure we all agree that a few extra dollars per knife is worth knowing that if you do need to use W&R, it will be a good experience.
I really hope Sal sees this and takes it to heart. It won't take too many of these kinds of threads before people start to get a sour taste in their mouth about it. For this awesome company to STAY awesome, an outstanding W&R department is necessary. The "small company" thing to me seems like a cop out of some sorts. If you're under staffed, then hire more people. I'm sure we all agree that a few extra dollars per knife is worth knowing that if you do need to use W&R, it will be a good experience.
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- Aug 4, 2010
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- 437
I bought a brand new stretch a few weeks ago and the pocket clip didn't have any kind of retention. I contacted Spyderco's CS and told them what the problem was. Basically, they told me that I needed to buy a new clip and dish out another $10 for a knife that cost me $75.Very disappointing experience to say the least. Hopefully they will get this fixed. I have around 15 Spyderco knives and all of them are perfect except for the stretch. Hopefully I won't encounter any other problems because dealing with their CS is a hassle.
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- Mar 1, 2010
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Still no response from the Spydercrew? Doesn't seem right...
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- Oct 20, 2004
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Don't get a sprint run knife that has a problem. They don't keep any knives on hand for warranties and don't have any parts. If you get a sprint run knife that has a problem you are basically SOL unless you want a credit so you can buy something through their store. I don't want a credit, I want the knife I waited 6 months for to be right. Either make some extra knives to keep on hand for a warranty issue, or tighten up quality control so a problem doesn't leave in the first place.
I will also agree that the attitude of the people that answer the phone for a warranty issue leaves a lot to be desired. It seems Benchmade usually catches a lot more cr@p on the forum, but they are actually enthusiastic and a pleasure to talk to each time I have called them. And I easily have twice as many Spydercos as Benchmade, if not more.
I will also agree that the attitude of the people that answer the phone for a warranty issue leaves a lot to be desired. It seems Benchmade usually catches a lot more cr@p on the forum, but they are actually enthusiastic and a pleasure to talk to each time I have called them. And I easily have twice as many Spydercos as Benchmade, if not more.
Dang i sent my blue pm2 for a super sticky lock.. hopefully it comes back better than i had it..
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snowreaper1
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- Nov 26, 2010
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I requested a couple screws for my Sage 2 to replace some stripped ones. I got an email this morning saying they don't sell any parts and to get an extra screw is a warranty/ service problem and I have to send it in. Id think that would be more work for me and them unless their counting on me not sending it in which now probably won't.
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- Dec 3, 2010
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That kind of bugs me. I think Kershaw has it right, that they'll send out parts to you if you'd prefer it. But of course taking apart a Kershaw doesn't void their warranty either.
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Yea Crimsontideshooter , the woman was rude to me as well, probably the same 1 i tracked my package to spyderco and after call after call day after day i got the lady to answer 1 time for her to tell me she didn't know if my knife was there at all. I have since called and guess what?? no answer. I'll say again I LOVE SPYDERCO it's my favorite knife company, but there are other companies making, just as high of a quality of knife out there, and i will spend the extra money too if i haft to in order to get good customer service. It really is a shame that such a great company who takes pride in bringing new ideas to market based on what customers want, has this many problems in there customer support, I mean isn't it really one in the same?? Well we will give the people the knives they want, but if that knife breaks your S.O.L. Benchmade,kershaw z/t, and Emerson,even DPX have all answered the phone and been more than helpful and willing to help me. I also agree stop blaming it on small staffing, hell buy a cordless phone and keep it in the shop.Either way I'm still waiting on my military and wheither or not it's fixed ill determine if i ever buy another spyderco knife. Thanks everyone for keeping the thread alive o and Crimsontideshooter can you say....WAR DAMN EAGLE!!!
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- Oct 23, 2010
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They've sent me screws on a few occasions, free of charge.....
What in the world is going on, Spydercrew??
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- Oct 15, 2010
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I guess I'll chime in on this one. I had a pretty nasty experience with CS over a 20CP P2 that had every problem you could imagine. In a nut shell I was told the knife was "within manufacturing tolerances" and they would not do anything about it. To say that the lady I spoke with was rude is an understatement. I still dig Spyderco but that experience really opened my eyes to the type of operation they run. Every problem I have ever had with Spyderco was a result of knives that were obviously defective leaving the factory. I hope this thread results in some more diligent QC work @ the factory and better customer service.
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- Nov 9, 2009
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They've sent me screws on a few occasions, free of charge.....
What in the world is going on, Spydercrew??
Whatever it is, doesn't sound right.
That is pretty much as vague as it can get.
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I don't have the patience to tell the entire story. It would fill an entire page! I know what a normal p2 is supposed to be like and I assure you that this one was not right. There was more
Steel missing from the edge than I could Sharpen away in years, the lock was ridiculously sticky and there was a crazy amount of blade play.
As far as other bad knives goes I have had to return to the vendor a Millie and an endura because the person that sharpen The knife fell asleep with the knife on the grinder.
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- Oct 23, 2010
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Well until proven otherwise I am going to say that I have faith that the issues will be resolved in short order. If Spyderco's past history is any indication, known problems will be remedied with a quickness. Spyderco deserves accolades for that, but we shouldn't lose sight of the fact that it seems W&R issues do exist.
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