Weak PM2 detent and disappointing Spyderco warranty service.

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broonzbane

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I waited and waited to find a retailer that had black/satin PM2's in stock, and when I did, I anxiously pulled the trigger. It arrived 2-3 days later to join my camo/satin PM2 and I was stoked!

But after a short period of use and comparison to my camo PM2, I came to realize that the detent on my new knife was very weak--I can shake the blade open quite easily. A very deflating revelation, indeed.

My camo PM2 has a rock solid detent--it has a real definitive snap to it that holds the blade securely while not compromising the buttery smooth action of the knife.

Not so with my new black/satin knife. It opens very easily with a simple casual shake, so I sent it back to Spyderco with a letter and high hopes they would fix it.

Apparently, they just opened the box, casually inspected it, and determined that my dissatisfaction with the knife was unfounded. Put it back in the box with a XEROXED FORM LETTER (Hello? I'm a human being with a brain in my skull, here!) and sent it back to me.

Whatever happened to 'the customer's always right?!?'

Very disappointed in Spyderco service. I had very high expectations, and I feel like I was ignored. I thought they stood behind their products?!?

rant over.

broonzbane
 
Did you contact them about this? I know you're frustrated but they will make it right. They may pay for shipping this round to compensate you.
 
Yo Mama said:
Did you contact them about this? I know you're frustrated but they will make it right. They may pay for shipping this round to compensate you.
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I kinda figured I was contacting them when I sent my brand new knife back to Golden along with a detailed letter explaining the problem . . .

The burden of making the customer happy shouldn't fall upon the customer.

broonzbane
 
It probably came within tolerance. This sort of thing happens. Somewhere out there is a guy with a Para 2 complaining about how tight his detent is, who would love to have your knife.
 
Interesting. I own several and agree the PM2 detent is, in my experience more than adequate. Perhaps a second attempt with a phone call to start it off.
 
Evil D said:
It probably came within tolerance. This sort of thing happens. Somewhere out there is a guy with a Para 2 complaining about how tight his detent is, who would love to have your knife.
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I know. You're probably right. I just expected more from the process than what I got. It wasn't a personalized experience at all and I feel like it should have been . . .
 
The customer isn't always right. That's why they're the customer, and they're the manufacturer.
 
Sometimes it helps to call CS and explain the problem before sending the knife in, as well as sending a phone number to contact you if they have any further questions about the issue.
 
Luis G. said:
The customer isn't always right. That's why they're the customer, and they're the manufacturer.
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I know what you're saying, but from a business perspective, the best position to take is to treat the customer as if they're right even if they're wrong. Look at L.L. Bean. They have a lifetime warranty on every product they sell. That's the pinnacle of service.

I have no idea if my knife was within tolerance or not--all I know is that I was/am dissatisfied with it and--judging by the form letter that was sent back with my knife--my concerns were not taken seriously.

No attempt to provide me with any customer satisfaction was ever offered. That is a customer service failure.
 
I'd recommend that you call customer service and discuss this matter further.
 
I currently own 2 but have had as many as 5 PM2s and never saw any detent problems. if it were me I would probably just try taking it apart and fixing it myself. thats the great thing about the PM2 is how easily servicable they are I have takent them apart and put them back together tons a hundred times, I can do it in my sleep.
 
broonzbane said:
I know what you're saying, but from a business perspective, the best position to take is to treat the customer as if they're right even if they're wrong. Look at L.L. Bean. They have a lifetime warranty on every product they sell. That's the pinnacle of service.

I have no idea if my knife was within tolerance or not--all I know is that I was/am dissatisfied with it and--judging by the form letter that was sent back with my knife--my concerns were not taken seriously.

No attempt to provide me with any customer satisfaction was ever offered. That is a customer service failure.
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Why should they and how could they offer to fix something that isn't broken? Who is the one qualified to make that assertion? I find it funny that customer service is often defined by many as accepting any return, and complain no matter how unfounded it is. Customer service is not there to satisfy your ego, or unfounded concerns.

L.L Bean does that because their profit margin are around 3-4 fold or more for most of their products. Would you like to pay $400+ for the PM2?
Example:
$120 for a quartz watch made to low standards? Their "Swiss made" watches are actually made in china, the only thing swiss about it is a cheap quartz movement which is "made" in Switzerland. According to a watch parts distributor (very popular who serves just about anyone servicing watches in the USA) their watches run approximately $23-$28 to buy assembled and ready for retail in small volumes. You can bet LL Bean is getting them for cheaper.
 
I think I got a PM2 the same time you did and I got one with a weak detent also. Decided, I'd send it back for a refund instead of sending to Spyderco to have it adjusted. Glad I did because i was able to order another one from a different source a couple of days later.

Last time I sent a knife back to Spyderco for sharpening, it was barely useable when i got it back after a few weeks so I'm a bit hesitant to send another knife in for repairs. Guess it all depends on who actually get their hands on your knife.
 
Evil D said:
It probably came within tolerance. This sort of thing happens. Somewhere out there is a guy with a Para 2 complaining about how tight his detent is, who would love to have your knife.
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My thoughts exactly! If a Para2 has just enough detent to prevent opening while in my pocket yet can be deployed by a flip of the wrist,that's perfection in my world.
 
I hope you get it all sorted out man, that would be a great disappointment to me as well. I'm a man who enjoys a good strong detent, most of the time.
My para 2 has a very strong detent and I like it a good bit. It just sucks the knife closed and it stays there even if I drop it from a significant height (on accident of course). It makes a wonderful click when it closed too, and the clack when it locks open is even better. I will often just sit and fondle it by opening it just past the detent and closing it again.
 
Swoop03 said:
I hope you get it all sorted out man, that would be a great disappointment to me as well. I'm a man who enjoys a good strong detent, most of the time.
My para 2 has a very strong detent and I like it a good bit. It just sucks the knife closed and it stays there even if I drop it from a significant height (on accident of course). It makes a wonderful click when it closed too, and the clack when it locks open is even better. I will often just sit and fondle it by opening it just past the detent and closing it again.
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I hear ya. In the end, I compared the detent on my new PM2 to that of my Manix 2. As it turns out, that knife's detent is similarly weak. I can open it to fully locked position with a simple shake. So, as others have conjectured in this thread, the detent on my PM2 is likely within tolerance.

Doesn't mean I'm happy about the service I received. I'm not. I come from the school of thought that if the customer is dissatisfied, you do whatever it takes to make them happy. Even if you're right, you swallow your pride and rectify the situation. Poor customer service translates to customers lost.
 
I find it funny to read so many posts with people saying 'send it to Spyderco, they will take care of you. Spyderco is awesome dood!' The reality is there are quite a few posts like yours where the customer is not satisfied with the service they receive. I bet a good majority of those people saying they will take care of you have no experience with their service and are just parroting what they have heard others say or what they imagine their favorite company would do when there is a problem.

I haven't had very good luck either. You are really out of luck if there is a problem with a Sprint run knife because they don't have extras or parts. Can be a big let down after waiting nearly a year for the knife. In the future I will send a knife back to the retailer and hope they can make things right.
 
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