Never used the department but have witnessed (on the forums) many people made right without a justified complain or stance than not. This doesn't even touch those with normal and understandable concerns. They really go out of their way to take care of people and the reputation makes shows.
W&R had no reason to not repair something...it's their job. People often think the manufacturer is out to screw them, this is NOT the case. I can't even recall how many people would drive their new car to our service department with the attitude we were going to rob them. Tin foil hats much?
. Remember, most W&R/Service depts are high stress places and the workers ONLY deal with pissed off people (sometimes unrealistic) and broken things.
As constructive feedback (from only my forum browsing):
* I have heard people emailing and not getting a response for a few days. The times I've called Spyderco I was instantly met by a friendly voice. If there was a better way to ensure quick contact there would be less warranty threads which tend to look bad.
* There can be a delay. It would be great if someone emailed a case number to the recipient with updates or a loose time estimate. If this isn't done already that is.
* The wording could be more clear on the site. It took me a few reads to figure out the intent of everything. More bullet points might help.
* a FAQ would be terrific. Things like blade-play, F&F, and warranty voiding could be expanded a bit. I certainly would rather point others that way.