Sal - what's with Spyderco customer service department?

[blacksmithtech]

I am a long time lurker, first time poster.

I must be the only guy having issues with Spyderco customer service.

The last time I sent my old Endura in for tip repair and sharpening it came back scratched up and in worse shape than when I sent it in.

This caused me to get a Sharpmaker (maybe that was the plan!)

My big problem is getting a couple of clips for my knifes that broke off. These are the older Endura's with the molded clip. I have asked to purchase a replacement screw-on clip and since Sept 06 and not received any contact.

Is anyone else confused by customer service or is it just me?

I still love 'em and carry every day - just need some help here.

Take care - Mike

[Firefighter880]

Mike,

This is quite an issue for your first post; especially directed right to Sal!

I'm sorry that the W&R department is confusing you. I know that lately they have been extremely busy, but if you haven't heard anything since Sept '06, you may want to initiate contact again yourself.

One of the problems may be that breaking a molded clip is more of a "customer-initiated problem" (for lack of better words). It's not a manufacturing problem caused by Spyderco, and therefore it may not be fixable. I don't honestly know. I'm just having trouble seeing how you could replace the broken molded clip with a new one. Unless you tried to follow up with Spyderco, you may not have gotten a response for that very reason. I know you said you tried to purchase these clips, but it may not be possible.

About your Endura coming back scratched and in worse shape than when you sent it it, I just find that hard to believe. Spyderco's people know what they are doing. I have a very difficult time believing that Spyderco would send a knife back in worse shape than it was to begin with.

Personally, I am very, very pleased with Spyderco's customer service and W&R. Currently, they have my Lil Temp. Even with the recent blizzards and holidays, they have sent me several messages regarding my knife's status. Of course, it has taken longer to get back due to the blizzards and holidays, but Spyderco has still kept me informed every step of the way, and even apologized for the longer wait due to the aforementioned reasons.

I think the best course of action would be for you to get on the phone and call Spyderco, and simply ask them about the clips, and find out if they can help you. I'm sure they will be more than willing to give you the answers you need. Plus, it would be much faster then waiting for a response to your thread.

I just feel like your thread title is insinuating that Spyderco's customer service is not up to par, and I must beg to differ. I think Spyderco has the BEST customer service available in the knife world, and that is why I am a loyal Spyderco fan.

:spyder:

Enjoy your stay here. I'm not trying to come across like a jerk, but I think Spyderco does an excellent job. Maybe you didn't mean to imply what your thread title states, but that's how I took it.

[s11ews]

I am a long time lurker, first time poster.

I must be the only guy having issues with Spyderco customer service.

The last time I sent my old Endura in for tip repair and sharpening it came back scratched up and in worse shape than when I sent it in.

This caused me to get a Sharpmaker (maybe that was the plan!)

My big problem is getting a couple of clips for my knifes that broke off. These are the older Endura's with the molded clip. I have asked to purchase a replacement screw-on clip and since Sept 06 and not received any contact.

Is anyone else confused by customer service or is it just me?

I still love 'em and carry every day - just need some help here.

Take care - Mike

i have to say straight away that i completly disagree with what you have just put in your post as all i have ever recieved from sal & co is the best possible customer service i could hope for, i had to send off my paramilie a few months back for a new liner to be fitted as the lock had worn out and it came back perfect, they even sharpened it and gave me a catalogue:D

if i have a problem with another :spyder: knife i would not hesitate to speak to spyderco as i know that i will recieve a warm and friendly greeting on the other end of the line speaking only helpful words. I work in a retail enviroment over here in england and i know an hell of a lot about customer service within company's, i have to say that spydies service is the best i have come across, period!!!

if your having problems with your knife i suggest phoning up warranty and repair and i am sure that they will go out of there way to help you as best they can

please keep posting as i'm sure we would all love to hear what is going on with your knife and how they see that your happy

hope this post finds you all well

sam:cool:

[eL_PeLaDiLLo]

Well, back on December 15th, 2006. I requested some screws for my G-10 Cara Cara clip. On that same day they replied to me with this:
"Sir,
I just received them.
I will send them out today.

Thank you,
Terry Trahan
Spyderco Customer Service"
At first, I was like wow that was quick this is great, because last time I requested screws for my Lil' Temp it didn't come in till about 4 weeks. So with that in mind, I expect the screws to take about 1 week to come in. It didn't come in. Now, a month after I sent them an e-mail about it and they replied with this:
"Hello Sir,
The screws that we received were not the right
ones for your knife. We have placed an order for
the proper ones. I will check to see the staus of them.
Thank you for your patience.

Thank you,
Terry Trahan
Spyderco Customer Service"
Now, I know Spyderco gets really busy, but they told me they sent it out. And if I didn't e-mail them I don't know when they would've told me they got the wrong screws.

[Terry Trahan]

Sir,
Since I was the one who emailed you, I will try to explain.
As we were packing the orders, we discovered that the screws did not fit.
We placed an order, and will ship them once they get here.
I did not have your email address, since we already placed your order, I
had deleted it after filling out the request.
We try to fill orders as fast as possible, but some things can take longer.
I apologize, and we do our best, and will fill all of them as soon as we can.

[eL_PeLaDiLLo]

Thanks. I understand completely. I was not mad or anything.

[eljay]

Sir,
I did not have your email address, since we already placed your order, I
had deleted it after filling out the request.


That does rather hint at a process improvement - I hope now you're filing them instead of deleting them. Disk space is a lot cheaper than a cranky customer.

[SoCal Operator]

Blacksmithtech, I don't think will be able to get screw on clips for your Endura. They don't make clips designed to replace the FRN clips (though they could have at least said that. The lack of communication is confusing). If you wanted, you could attempt to make your own barrel-bolt system, but it may serve you better to just get a new knife. As for the condition of the knife you recieved, I have never heard of that happening. Did you inform the W&R department about the condition?

[blacksmithtech]

I knew I was going to get flamed for ever saying anything other than praise about Spyderco so I'm not offended or surprised.

Let me start by saying I'm a huge Syderco fan and when anybody asks me about knives I always recommend Spyderco.

I own 15 of the old Endura's - As a firefighter I am rough on them and a couple of the molded clips have broken. I sent them in and Spyderco ground off the old remaining FRN clip and used self-tapping screws to secure a metal clip. This has proven very reliable and I have had no failures in over 10 years of constant use.

On one occasion I asked if they could repair the tip and re-sharpen. It came back with streaks on the finish and a letter saying how I shouldn't let my knife get so dull. Sounded kind of cranky to me -

Looking in the drawer here I have 2 old school Police Models, 15 G2 Enduras, 2 Spydercards, 1 Harpy ATS-55, 2 Rescues, 3 Militarys, 1 with laser engraving, 5 Crickets -1 in SS, 1 Alum,

I have a few others but not Spydies -

I did try a couple of emails to cust service and had not received any word back till I resent the last one from Sept and Terry said she would forward. That was a week ago and no answer.

It is very impressive that so many rushed forward to defend Spyderco and that says a lot about the company and it's customers. Please do not take this as a personal attack.

I am trying to purchase these clips not beg for a freebie or handout.

Take care all - I enjoy this forum and the discussions

[Hannibal Lecter]

My Friend,


I did try a couple of emails to cust service and had not received any word back till I resent the last one from Sept and Terry said she would forward.

Don't sweat it. Terry (a HE, by the way :p ) only recently took over the job in customer service and is continuing to improve things there. Be patient and I can personally assure you he will take the best of care of your issues.

--------
Hannibal

[blacksmithtech]

My apologies for assuming gender - no disrespect intended.

[docboy]

Don't sweat it. Terry (a HE, by the way :p )

Is it sad that I first didn't register the word "he" and instead thought of "H-something Edge?" Is it even sadder that my second guess was "Herrated Edge?" :p :D :D

[zenheretic]

It is easy in the digital age to forget that a phone call, that allows real time back and forth communication, is the best choice for customer service concerns. Since a phone call may require waiting on hold, (really not that big a deal for an internet user...just surf until they pick up) many people forgo that option for the much easier email option. Often a concerned customer may even email 5-6 times a day since they don't get instant replies. Call them on the phone.

Oh and Blacksmithtech, give me a break. You haven't seen any flame. Since your first post, you had two people disagree with you...politely, then one person agree with you via opening up his own gripe. Then you had the man responsible chime in to explain to that member why he wasn't recontacted. Then that member thanked Terry for the info. After that you had someone offer some criticism to Terry on how to run his email. Following that we had a fellow offer that what you are hoping for may not work...also politely.

Now we get back to you playing the part of the innocent man who expects to be hanged. No one flamed you. Only two people disagreed with you... At first you appeared to just be someone who forgot how to use the phone, but based on your barbed comments I have to wonder what you are up to.

[blacksmithtech]

Zenheretic - How fortunate for this forum to have your special insight available.

I suppose your comment is about the most inflammatory and personal so far. Thank you for your example

"What I'm up to"? I'm a guy who paid the dough for a knife and is trying to buy a part and after a couple of months of trying got frustrated. That pretty much sums it up.

Hope I am not offending anyone - Take care

[Hannibal Lecter]

My Friend,


My apologies for assuming gender - no disrespect intended.

That was not my implication. :D I just thought you would want to know.

--------
Hannibal

[01dlx]

Spyderco customer service is in my opinion OUTSTANDING , so good in fact I bought nine more knives :D

The customer service I received made me a customer for life .

[ront]

Hi Mike,
Just try and contact Spyderco again. I can understand your frustration, but you are not their only customer. They will help you out if they can. Spyderco's CS is very good as I have also used it and was very happy.
BTW, your statement, "I knew I was going to get flamed for ever saying anything other than praise about Spyderco so I'm not offended or surprised", I believe is totally out of line here. We are not a bunch of Spyderco fan boys here. If we have a problem, we talk about it. Stick around a bit and you will see this.
Welcome to the boards also BTW, Ron

[Slick]

blacksmithtech:

Take a chill-pill and call them in the morning. If you don't get a suitable result in reasonable time feel free to say so here. My first and only contact with W/R was a useless experience. It was a minor problem and easily worked around. Many here rave about Spyderco W/R so we may be exceptions. Your problem doesn't seem so minor...

Please keep us informed.

[Terry Trahan]

In any case where two people are trying
to communicate, there is a possibility of miscommunication,
or misunderstanding.
We always strive to do better.

[CWO]

Mike,

About your Endura coming back scratched and in worse shape than when you sent it it, I just find that hard to believe. Spyderco's people know what they are doing. I have a very difficult time believing that Spyderco would send a knife back in worse shape than it was to begin with.


Your conclusion that what the OP stated is false or misrepresented just because your experience differs borders on rudeness and does nothing constructive to address his concern. I haven't seen his knife or know him but I'll offer him the basic respect to listen to his concern.

I extend my thanks to those several posters that encouraged him to contact Spderco and work around these issues.

CWO

[Bodieism]

I knew I was going to get flamed for ever saying anything other than praise about Spyderco so I'm not offended or surprised.

So why did you even bother posting this thread? Your statement would leave one to believe that you posted this thread just to get flamed and get other people riled up.

Did you even try calling customer service before making this post? Expecting them to contact you is a bit unrealistic in my opinion (especially if contact was made by email). I once had a problem very similiar to yours but instead of waiting for months and then posting a thread like this I just called them a few days after the initial contact and explained my issue and I was told they were very sorry for the incovenience and took care of the issue right then.

[Firefighter880]

Your conclusion that what the OP stated is false or misrepresented just because your experience differs borders on rudeness and does nothing constructive to address his concern. I haven't seen his knife or know him but I'll offer him the basic respect to listen to his concern.

I extend my thanks to those several posters that encouraged him to contact Spderco and work around these issues.

CWO

Sorry, CWO. But I feel my post is valid, and I did offer kind, helpful advice to address his concern, unlike you think. If you would have taken the rest of my post into account, you would have noticed this. The part that you quoted is what I believe... doesn't mean it is fact. And yes, I do have a hard time believing that Spyderco would send a knife back in worse shape than they received it in.




I'm sorry that the W&R department is confusing you. I know that lately they have been extremely busy, but if you haven't heard anything since Sept '06, you may want to initiate contact again yourself.




I think the best course of action would be for you to get on the phone and call Spyderco, and simply ask them about the clips, and find out if they can help you. I'm sure they will be more than willing to give you the answers you need. Plus, it would be much faster then waiting for a response to your thread.




Enjoy your stay here. I'm not trying to come across like a jerk, but I think Spyderco does an excellent job. Maybe you didn't mean to imply what your thread title states, but that's how I took it.

Sounds reasonable, civilized, and friendly enough to me.

I am sorry if I have offended anyone in any way, shape, or form in the post in question - especially the original poster and CWO. I took no pleasure in doing it, nor did I mean to instigate any sort of problem. Also, understand that I did not mean to insinuate that the OP was a liar, false, or misrepresented. I simply stated that I find it hard to believe an ethical, customer-oriented company such as Spyderco would send a knife back to a customer in worse shape than they recieved it in. However, I should not have said this, as I have not seen the knife in question. Therefore, I will refrain from further comments which may not be accurate.

Please accept my sincere apologies.

:spyder:

[deeker]

Would somebody just flame someone else so we can get on with things!! All of this politeness and soft-stepping is going to result in a group hug and sipping herbal tea together.

And where's that aardvark when you need one?

[Th232]

Ok, someone break out the Tang while we're at it.

Blacksmithtech, one small question, did the package with the Endura look like it had been opened? If so, I think someone from the postal service (if it's anything like ours) might have been stuffing around with it.

[The Deacon]

I have had nothing but excellent results from contacts with Spyderco Customer Service. Considering there are over 300 Spyderco knives in my collection, plus a fair handful of users and a goodly number of others I have sold or given away, I find the fact that only two so far have required a trip to Golden, and only one of those for "warranty issues" to be, in itself, rather remarkable. More so considering I have a well earned repuation for being a bit fussy. Those knives were returned promptly and in excellent condition.

My last parts order, for two clips, was in my hands ten days after I phoned it in to SFO, and eight day after it was consigned to the UPS ox cart. The prior one, also placed by phone, took about the same.

For owners in the USA, a phone call to SFO is, IMHO, the easiest and best way to order parts. It lets you know if the part is in stock, what it will cost, and you can pay by credit card. A phone call to W&R prior to sending a knife in for repairs or servicing allows you to know the current anticipated turnaround time for service. The potential for email going astray, being trapped by over-agressive SPAM filters, or accidentally deleted makes me unwilling to rely on it except when there is no reasonable alternative.

For the record, based on both my own experience and the experiences of others I trust, I too find it extremely difficult to believe that Spyderco would send a knife back to a customer in worse shape than it was in when they received it.

[spydermike]

I have been trying to buy 3 clips and screws for Endura 4's I own since Nov. '06. Each time I called Spyderco I kept getting passed from one dept. to another. I have left messages, to no avail. I am willing to pay for these parts... I cannot understand why this such a project??? One dept. I was told to call (ext.106) never answers or returns a phone call. I know this not a big money sale but come on... I just wanted to BUY these parts, not looking for a handout. This is the reason I will stick to my BUCK knives. It's no wonder BUCK has been around for over one hundred years. BYE Spyderco, I'm done.

[fellyjr]

BYE Spyderco, I'm done.

Que Lastima !

[Halfneck]

I have been trying to buy 3 clips and screws for Endura 4's I own since Nov. '06. Each time I called Spyderco I kept getting passed from one dept. to another. I have left messages, to no avail. I am willing to pay for these parts... I cannot understand why this such a project??? One dept. I was told to call (ext.106) never answers or returns a phone call. I know this not a big money sale but come on... I just wanted to BUY these parts, not looking for a handout. This is the reason I will stick to my BUCK knives. It's no wonder BUCK has been around for over one hundred years. BYE Spyderco, I'm done.

Yet on 4/14/06 you make a post how carrying your Endura 4 Clipless is perfection?

No Customer Service Department is perfect. Also a big snowstorm in Colorado might be having some effect on their buisness procedures. Now you are stating you will never buy another Spyderco product because you cannot get a response over buying some extra clips & screws? I mean I could understand if the quality of your Spyderco was bad, but because you failed to get a response from the Parts Department? Oh well I guess you are the type that gets upset easily. Enjoy your Buck knives, More Spydercos for the rest of us.

[fellyjr]

Yet on 4/14/06 you make a post how carrying your Endura 4 Clipless is perfection?

More Spydercos for the rest of us.

Did someone say more Spyderco's??...............WHERE!! :eek: :D

[zenheretic]

I have been trying to buy 3 clips and screws for Endura 4's I own since Nov. '06. Each time I called Spyderco I kept getting passed from one dept. to another. I have left messages, to no avail. I am willing to pay for these parts... I cannot understand why this such a project??? One dept. I was told to call (ext.106) never answers or returns a phone call. I know this not a big money sale but come on... I just wanted to BUY these parts, not looking for a handout. This is the reason I will stick to my BUCK knives. It's no wonder BUCK has been around for over one hundred years. BYE Spyderco, I'm done.
HAHAHAHAHAHA. Guess you might need to change your name to BuckMike. :rolleyes:
http://i5.photobucket.com/albums/y178/GigOne/Smilies/crazysmiliejumpingandrotating.gif

[Terry Trahan]

I thought I should point out that if you are wanting to
purchase extra or spare parts, you should contact the SFO,
as they sell the parts. Customer Service W&R handles
replacement parts for warranty issues.

[Jeep274]

Terry,

Are you referring to the Spyderco Factory Outlet Store?

Factory Outlet Store

Phone: 303-279-8613
Toll-Free: 800-828-1925
Fax: 303-278-2057

Hours: (Mountain Standard Time)
M-F 10:00am - 6:00pm
Sat 10:00am - 5:00pm

Just trying to clarify for everyone. Thanks.

[The Mastiff]

I knew I was going to get flamed for ever saying anything other than praise about Spyderco so I'm not offended or surprised.

For whoever thinks they are/were getting flamed here, You've never really gone to Strider, Busse, Buck, or Benchmade forums and posted a complaint I bet. They bring it to a whole new level at some of those forums. At one, the owner will personally curse you out on the forums if you post about defects or problems.From other forumites you will recieve abuse, threats, curses, be called names etc, etc. I sure don't see anything remotely like that here, and never have. The worst you see here is people voicing their experiences or opinions. No flames. Joe

[Xplo]

I don't wish to stir up the pot here, but...

The original poster never said that Spyderco's customer service sucked, only that he had had specific trouble with it. What followed were a number of replies from people claiming that Spyderco has excellent customer service. The first of these said something like "I find it hard to believe that what you said is true".. so, what, do you think the man is a liar? I can hardly fault the original poster's complaint about being afraid to post for fear of being flamed by fanboys after something similar actually happened!

In any case, it seems that nerves were touched and that a lot of people overreacted. Word to the wise: studies have found that when you read a forum post or email, the "tone" it appears to be written in has more to do with the reader than the writer, so please make sure you respond to what people say, not what you think they're saying! (I'm guilty of this too...)

To the original poster: I have no real experience with Spyderco customer service, but they do have a good reputation. If your knife is really scratched or damaged, perhaps you could send it back again and have things made right (especially now that the issue has been raised).

[TazKristi]

Terry,

Are you referring to the Spyderco Factory Outlet Store?

Factory Outlet Store

Phone: 303-279-8613
Toll-Free: 800-828-1925
Fax: 303-278-2057

Hours: (Mountain Standard Time)
M-F 10:00am - 6:00pm
Sat 10:00am - 5:00pm

Just trying to clarify for everyone. Thanks.

Yes, he is. You can also reach them by calling our regular toll free, 800/525-7770 and dial extension 4.

Kristi

[blacksmithtech]

I was invited to post a follow up on this thread so here it is –

It has been interesting working with customer service.

After I emailed and posted here I received a couple of emails from Terry Tahan on 1/18 indicating that the clip needed would be sent.

So now it's 1/29 and no clip so I thought I would take the advise of all who suggested calling customer service instead of emailing.

Spoke to a very nice representative who said that at the beginning of the call he could send the clip and then said "Oh wait - you better send in your knife to have the clip installed"

Wow – so after all the emails and the call to customer service, I need to send my knives to Spyderco to screw a clip into plastic. At this point it’s easier to order pocket clips from Texas Knife supply.

I guess it must be me – Take care.

[augustus88]

So far I'm extremely pleased with my all of my Spyderco knives and Sharpmaker. The input directly from Spyderco (Sal, Kristi, etc.) on this forum is impressive and rare in business these days. My only dissapointment with Spyderco so far is the customer service. It took nearly 10 weeks to get my Caly 3 back from Warranty and Repair. I can understand being busy and some bad weather, but 9.5 weeks to fix a knife is way too long. Two to four weeks is understandable. Ultimately they were unable to fix the knife and it was replaced with a new Caly 3.

I'm glad Spyderco stood behind their product but ultimately the very long wait left a bit of bad taste in my mouth. I hope this isn't typical of Spyderco service turnaround.

[SoCal Operator]

I need to send my knives to Spyderco to screw a clip into plastic.
FRN can't take threads. The threads would have to be steel inserts, like on the FRN Caly Jr. I'm not sure what Spyderco's methods are for replacing integral clips with removable ones, but it's probably company policy that they do it. I suppose you could ask for a barrel bolt/clip assembly and drill out your own hole, but I don't know how strong that would be either. I hope this helps.

[blacksmithtech]

SoCal -

I sent a FRN Endura in 6 years ago and they ground off the left over molded clip and used what looks like self-tapping screws into the handle.

Been carrying it every day since - If you need a pict I can take one and post.

I already ordered some clips for my other broken Enduras from Texas Supply - they are identical to the Spyderco clips so i guess I will fix it myself.

Take care -

[sal]

Hi Blacksmithtech,

Sorry you had a problem with our warrantee & repair department. I generally don't get involved in public discussion over customer service, that's why we have a W&R department. More than likely, there was more to your request than thought, or it was misunderstood.

Clips or other parts are more easily obtained through the factory outlet store. The W&R dept usually handles situations where a knifemaker would be involved in the repair.

Many models have different screws and clips and it is difficult to determine, without seeeing the model, what the solution might be.

The department is now being restructured with new crew. Hopefully your situation has been solved. Maybe we'll have an opportunity to assist you in the future.

sal

[blacksmithtech]

Sal,

Thank you for taking the time to respond.

It is very encouraging knowing that you are out there and taking an interest in something as insignificant as this issue.

My collection of Spydercos is very humble compared to many others on this forum but I am as much of a fan as any of them. Many of my fellow firefighters have converted after trying mine.

My major issue was that I was receiving different information from different departments. I am sure it would be easier to just purchase a new Spydie but the ones I own are knives that are used and I hate to put a good knife away just because the clip broke.

I am a huge fan and you and your company are a class act!

Once again thank you for your time and concern.

[lamarrk]

Factory Outlet Store

Phone: 303-279-8613
Toll-Free: 800-828-1925
Fax: 303-278-2057

Hours: (Mountain Standard Time)
M-F 10:00am - 6:00pm
Sat 10:00am - 5:00pm

Thanks. I need that info to order a new clip for one of my ATRs.