Hey guys - I do not dispute that you have some valid complaints here, but as Jeff mentioned above, Sal has stated recently that Spyderco is going through a temporary lapse in the quality of the warranty department. See Sal's comments in this thread on BladeForums:
<a href="http://www.bladeforums.com/forums/showt ... p?t=299324
" target=blank>http://www.bladeforums.com/forums/showt ... =299324</a
Based on Sal's comments, it sounds like it is very likely that he would agree that your recent experiences are not acceptable examples of the Spyderco brand of customer service. I think that if you just give the company a little bit more time to make things right, you will be satisfied in the end.
One of the pitfalls of smaller companies like Spyderco is that they do not always have enough resources to compensate for mistakes or poor employee performance right away. Smaller companies depend on each individual employee more than large companies do. By contrast, Microsoft could hire or fire 500 people in a day and it would be very unlikely that any of its customers would even notice. A company like Spyderco, on the other hand, has to put a lot of faith and trust in its employees. When everyone does their job efficiently, things are great, but if even a few people drop the ball, it is a lot more obvious. I still think the rewards reaped when everything works out as planned are worth the risk of being dissatisfied once in a while when mistakes happen.
As an example, my employer spends thousands and thousands of dollars with Microsoft, yet the customer support we receive is consistently terrible. I can almost always get a human on the phone, but 9 times out of 10, they turn out to be completely incapable of answering my questions. I'd rather leave a message on a machine for someone who knows what they're doing if I had the choice...
Edited by - timlara on 5/20/2004 3:26:05 PM