Spyderco Warrantee & Repair

Discuss Spyderco's products and history.
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sal
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Spyderco Warrantee & Repair

Postby sal » Wed Jun 09, 2004 12:00 am

Hi. As most of you know, we have recently had a problem with Warrantee & Repair dept.



Problems do not take overnight to develop and they certainly do not take overnight to solve, especially if festered.



Initial problems being in "logging in" procedures and in actual repair of the pieces in question.



With the logging information not available, answers other than "I don't know" were not possible. Placing an inexperienced person into the department to answer the telephone and say "I don't know" just created further frustration.



We put some high powered people on the problem, solutions are being developed and we are quickly making headway. Gail, Christina and Richard (IT) along with many others have worked long hours to sort out the system and bring the department back to functional.



Communication is back in place, the department is very close to being caught up and more permanent solutions are in process.



We appreciate your patience and kind understanding as we sort it out.



sal

seaman
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Postby seaman » Wed Jun 09, 2004 11:30 am

iam sure most of us here have trust in you and your company, keep up the the good work and thanks for posting.

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Simple Man
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Postby Simple Man » Wed Jun 09, 2004 11:35 am

Thanks Sal. It just goes to show that we all have bad days once in a while. <img src="wink.gif" width=15 height=15 align=middle border=0>

“…tractors don't have to look like Ferraris” – Sal <><

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timlara
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Postby timlara » Wed Jun 09, 2004 2:05 pm

Hi Sal -

Thanks for the update. I'd just like to add that in my experience, Christina and Cody at the Factory Outlet have done a tremendous job helping to absorb the extra workload and get things back on track. They have been extremely friendly, honest, and informative every time I've been in, and I thought that they really handled the added pressure with grace. They deserve some public kudos.

I know some others here have had some frustrating experiences lately, but I recently had a knife logged, repaired (properly and with excellent quality), and returned to me all within about a week, even counting the Memorial Day weekend that fell in between. Not too shabby. I'm guessing my scenario will become the norm very soon if everyone at Spyderco keeps up the good work.

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SURLY
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Postby SURLY » Wed Jun 09, 2004 2:19 pm

Hi Sal,
Thanks, We all Believe in the <img src="spyder.gif" width=15 height=15 align=middle border=0> and have always known you would take care of us.<img src="smile.gif" width=15 height=15 align=middle border=0> I must say I've never had a <img src="spyder.gif" width=15 height=15 align=middle border=0> turn on me yet...Keep up the Fine Work..


Be @ Peace

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Jimd
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Postby Jimd » Wed Jun 09, 2004 2:30 pm

Sal, thank you for the update. Your word is good enough for me. If you say it's being fixed, then I believe it is.

Sniper -- One Shot, One Kill Email: ST8PEN01@aol.com

brad
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Postby brad » Wed Jun 09, 2004 3:20 pm

Christine called me last week to let me know that she was shipping my long lost Rench back to me by the end of the week. I got it today, although it was missing the Torx bits I kept in it. Just happy to have it back in my hands and pocket.

Thanks for the update Sal!

Brad

billmcfa
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Postby billmcfa » Wed Jun 09, 2004 3:24 pm

I had experienced some problems too, but all has been resolved to my satisfaction. The true quality of a company, much like a person, is shown in the difficult times, and I believe Spyderco showed great quality, in keeping us informed, and resolving the problem as quickly as possible. Keep up the good work.

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vampyrewolf
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Postby vampyrewolf » Wed Jun 09, 2004 3:34 pm

Thank you for the update Sal. Just shows that everyone is human and has a bad day(or a few).

I've got 2 waiting to go in for work, just waiting till it's running "smoothly" again in W&R.

<img src="http://www.members.shaw.ca/pjharyett/sp ... pyder5.gif">
Mei Fides, Mei Victus
We are programmed to receive. You can check out any time you like, but you can never leave.

jayharley
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Postby jayharley » Wed Jun 09, 2004 4:29 pm

It is really wonderful to have a company, like Spyderco, that has the open communication to explain a problem and to solve it. Another reason why I value their product.

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samosaurus
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Postby samosaurus » Thu Jun 10, 2004 4:04 am

Thanks for the sit-rep Poppa Spyder! Here's hoping that everything will be back to normal.. <img src="wink.gif" width=15 height=15 align=middle border=0>

Sam

have knives will travel...

antichristina
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Postby antichristina » Sat Jul 03, 2004 1:52 am

I miss MIke HAyes Allready

Jeff/1911
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Postby Jeff/1911 » Sat Jul 03, 2004 8:34 am

Sal,

Thanks for "doing something" when you recognize a problem...not that I'm surprised at all. Thank you as well for your forthrightness, and for just being you.

Best wishes, Jeff/1911.

Blades
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Postby Blades » Sat Jul 03, 2004 1:44 pm

Like any business, somethings work, somethings don't. You make changes as you go.
It is nice to know it is getting fixed. I have a few knives I am finally going to send in. <img src="smile.gif" width=15 height=15 align=middle border=0>



Blades

TxWolfe
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Postby TxWolfe » Sun Jul 04, 2004 2:20 am

Sal,
I appreciate you improving your repair department. In all the years I have had my spydercos, I never had a problem with one. Last year, I had bought a Vesuvius.. I know it is now discontinued. It was one of your new top locks.. Did not check it close enought and the lock did not work properly. I sent it in and it took months and a lot of phone calls to check the status.. It finally came back, and guess what.. It still did not work right. Rather than incur more shipping costs and delay, I decided to scrap it. Just the other day, I took it out of my knife drawer to throw away..then decided to take it apart and see why the lock did not work.. In losing the screws that held the knife together, the lock bar started to work.. It was just some tension adjustment on these screws..I was disappointed that your repair area let my knife go back out like this..Anyway, thanks for looking into this area..By the way, I am still a spyderco backer..Just got a Stainless Endura II. You make great knives.. One bad apple does not spoil that barrel..
Thanks.


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