Disturbing customer support experience...

[3than]

I've been having a bit of a strange experience with customer support recently. I mailed my Spyderench out for service August 8th, by registered mail, after emailing Beth Swenson in customer service. But since then, I haven't received any communication, nor has my Spyderench returned. I've emailed to the same address a couple of times inquiring about the status, but I haven't received any response. Now, I'm in college residence, and I've had trouble with our package room in the past, so at this point, I'm not sure if the Spyderench has been sent out, and lost in the package room. I'm not even sure that it's been received by Spyderco, since I can't get any word from customer service. I'm not sure what the turnaround time for service usually is, but nearly two months seems like a long time, and I've begun to despair of ever seeing the Spyderench again. <img src="sad.gif" width=15 height=15 align=middle> I thought I'd post here since questions seem to be answered quickly. I'd appreciate any information that someone could give me. Also, I'd be interested to hear about the customer service experiences that other people have had.



Here's my information:

Ethan Hartman

2873 Lerner Hall

New York, NY 10027-8323

[bengaiser]

If you sent the package via registered mail, have you tried to track it down to see if it got delivered (or ever left)? That would be a good first step. I sympathize with you on college package rooms, I have had my share of bad experiences, as I am sure many people have.

Ben

[lokelani]

Ethan~
I will check with customer service tomorrow and see if I can't find out what happened with your Spyderench. I'll get back to you with what I find out.
Patti @ SFO

[tortoise]

Ethan,
Well, it looks like you're now on your way to tracking down your spyderench. As to the second part of your post, my experience with Spyderco customer service (and Beth Swenson in particular) has shown them to be above reproach. If the folks in Golden made cars, refrigerators or furniture, I'd buy it. They are that easy to deal with. That's why your situation sounds to extraordinary. Don't despair and don't let a snafu like this change your view of a solid company. Hang in there, they'll make it right.

[sal]

3than.
Checked on your wrench, it left here on 9-28.
Hope this helps.
Vince.

[3than]

It left on 9-28!
I'm happy to hear that. Thanks for all your help. I'll let you all know when it gets here!
I did find it a bit distressing that I didn't get return emails, but I'm glad that this forum is available too. It's a great resource.
Thanks again.