Bad experience from Customer Service

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CaptainT
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Bad experience from Customer Service

Postby CaptainT » Thu Feb 08, 2018 10:09 am

I need some parts for my Blue Weave Domino, since the mechanic (bearings and washers) have rusted. The parts I need is two "bearings" (more like two bubbly washers) and two plain washers. Total weight should be somewhere way below 5 grams.

I tried to reach Spyderco through the site form but I never received any response. When I asked in here I got the e-mail address "CustomerService@spyderco.com" so I mailed them and got a reply. Thanks for that!

The reply was disappointing though. They said that the knife would have to be sent to Colorado for a warranty evaluation.
Once again I replied, telling them that this was not a warranty case, and that I was sure that the knife would not be covered by any warranty. It's used hard AND at sea. It's supposed to rust in that environment - not being a Salt Knife.
Besides that, the cost to send it to US from Sweden would be a steep $75 and it would get stuck in the Customs on the way back.
So I asked them to please make an exception for a loyal customer in a distant land.
Do you think that I was lucky? No way, Jose.
I got the SAME answer once again but this time compressed to a single line:
"I'm sorry the knife would need to be mailed in for warranty evaluation and/or repair."

Is this typical for the Customer Service at Spyderco?
To not even READ the mail and just copy/paste in a random sentence?
I am disappointed. I had higher thoughts about Spyderco than this.
I will try to fix the knife with other parts and the next knives I buy will not be from Spyderco. The aftermarket IS important and it hurts me that Spyderco does not understand that.

Best regards,

CaptainT AKA Thomas Koos


The communication in full pasted below:

-------- Ursprungligt meddelande --------
Ämne: RE: Parts for Domino Blue Weave
Datum: 2018-02-08 16:17
Avsändare: CustomerService <CustomerService@spyderco.com>
Mottagare: "thomas@teamkoos.se" <thomas@teamkoos.se>

I'm sorry the knife would need to be mailed in for warranty evaluation and/or repair.

-----Original Message-----
From: thomas@teamkoos.se [mailto:thomas@teamkoos.se]
Sent: Wednesday, February 07, 2018 8:44 AM
To: CustomerService
Subject: RE: Parts for Domino Blue Weave

Dear Customer Service,

A week ago I sent the mail below but I have not received any answer yet.
I have had some problem with my e-mail lately so maybe the mail never reached you?


Best regards,

Thomas Koos

-------- Ursprungligt meddelande --------
Ämne: RE: Parts for Domino Blue Weave
Datum: 2018-01-31 10:54
Avsändare: thomas@teamkoos.se
Mottagare: CustomerService <CustomerService@spyderco.com>

Dear Charlynn/CustomerService,

I am assured that my knife's problem is not covered by any warranty. I
am a sailor and I run my knives hard, that the mechanic and bearings
rusts in a non Salt knife is understandable. It's my EDC which means
that it will have to do a bit of everything when the proper tool is not
at hand, I have even opened dozens of oysters with it.

I live in Sweden where the cost to send the knife to you is a stiff $50.
That's a total of 50 + 20 + 5 = $75
I have been buying and using Spyderco equipment for quite some years
now, below is a list of other knives that I've bought the last five
years:

Hungarian folder
Lava VG10 blue
Harpy VG10 SS
Caly3 CF
Tasman Salt
Assist
4 pcs Ladybugs VG10
Sharpmaker + 2 UF and 2 diamond rods

I love the familiar feeling that surrounds Spyderco, it's an atmosphere
where all we knife people are treated like highly valued customers whose
opinions matter. It would really be a shame to have to revise that
feeling due to Customer Service being unforthcoming instead of trying to
find a solution.

Is there really no other option? Perhaps you could make an exception for
a loyal customer in a land far, far away?
Pretty please, with sugar on top?


Best regards,

Thomas Koos
Stockholm, Sweden




2018-01-30 17:48 skrev CustomerService:
> I'm sorry we do not ship any internal parts, the knife would need to
> be mailed in.
>
>
> I'm sorry that you are having trouble with your knife. Please send in
> your knife for warranty evaluation so we can determine if it's a
> warranty issue or if your knife can be repaired. All knives that are
> repaired also get sharpened while they are here, if you do not want
> your knife sharpened please address that on your note.
>
> When you send your knife in please include a check, cash (US
> currency), or money order (international) for $5 S&H fee, a note
> stating the problem you are having with your knife, along with your
> name, return address (no P.O. Box please unless you are Military or
> outside the US ) and a phone number you can be reached at. If your
> knife is covered under warranty your $5 will be returned. Here is a
> link to our warranty page
> http://www.spyderco.com/service-support ... ty-repair/
>
> If your knife is determined not to be covered by warranty and can be
> repaired there could be a $20 repair fee.
>
> Unless we have a question we do not notify you upon arrival or
> departure of your knife; however, if you add your email address to
> your note you will be notified by UPS when your knife ships home. We
> are currently at 2 week turnaround. Spyderco cannot be responsible for
> items that do not arrive to us; when mailing your package you should
> send it in a box (knives have a way of working out of padded
> envelopes).
>
> Spyderco
> Attn Repair
> 820 Spyderco Way
> Golden CO 80403
>
>
> --
> Thank you and have a great day,
>
> Charlynn
> Spyderco Customer Service/Warranty/Repair
>
>
>
> "Integrity is being good, even if no one is watching"(tm)
>
> This message, including any attachments, contains confidential
> information intended only for use by the intended recipient. Any
> unauthorized use, disclosure, distribution, dissemination or copying
> of this message or information contained herein is strictly
> prohibited. If you are not the intended recipient or received this
> message in error, please contact the sender immediately and delete
> this message and any attachments
>
>
>
> -----Original Message-----
> From: thomas@teamkoos.se [mailto:thomas@teamkoos.se]
> Sent: Tuesday, January 30, 2018 8:19 AM
> To: CustomerService
> Subject: Parts for Domino Blue Weave
>
> Hi,
>
> I've tried to contact you via the form on your webpage but I have not
> received any answer. Maybe my spam filter ate your reply, but your
> wonderful forum told me to mail this address instead. Please respond
> with the correct way of contact if this is not so.
>
> My Domino had been very hard to open for a while and the last time I
> couldn't even do the spyderdrop.
> Therefore I removed the pivot screws and the other ones too to check
> the inside for the cause. I found that the bearings was pretty rusty
> and the washers too so I cleaned them for rust and mounted the knife
> again. The action is still a bit too slow for me and I hear a rattling
> sound from the bearings.
>
> I wonder if you are able to send me one pair of new bearings and one
> pair of washers?
>
> My lousy tools destroyed the pivot screws when I assembled the knife
> again, it's possible that I used a too small torx bit.
> If you could include a new pair of pivot screws too, I would be more
> than happy.
>
> How much would the total cost including shipping to Sweden be?
>
>
> Best regards,
>
> Thomas Koos

sageadvice
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Re: Bad experience from Customer Service

Postby sageadvice » Thu Feb 08, 2018 11:26 am

That is indeed very frustrating, also makes me shy away from buying another Spyderco. I have not needed anything like this but would hope they would be able to come through if I did.

TomAiello
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Re: Bad experience from Customer Service

Postby TomAiello » Thu Feb 08, 2018 12:31 pm

I think that's the normal policy. I totally understand the frustration, but I also understand why the policy exists. It's just not going to be possible to find a way to make everything work for everyone all the time.

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steelcity16
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Re: Bad experience from Customer Service

Postby steelcity16 » Thu Feb 08, 2018 12:33 pm

If you don't want to have to send the knife overseas for a warranty issue you should probably stick with locally made products. Plenty of great options coming out of Sweden. I have a ton of German and Swiss tools and if there is a problem I'll just replace it if I can't fix it myself. When I buy them I know i'm not getting the same warranty as if I bought some USA made Snap On or Craftsman tools.
:spyder: CRU-CARTA THEM ALL! :spyder:

Tdog
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Re: Bad experience from Customer Service

Postby Tdog » Thu Feb 08, 2018 12:34 pm

Feel for you Cap, understand how frustrating this is. Perhaps it's time for Spyderco to contract with someone in Europe to provide warranty and repair service? Wouldn't think it would be too difficult for them to offer this service, but then who knows with all the crazy laws, regulations, and restrictions placed on businesses. :( Btw you should consider the se Pacific Salt, great knife around the water. Be safe.

Canazes9
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Re: Bad experience from Customer Service

Postby Canazes9 » Thu Feb 08, 2018 12:46 pm

Reading comprehension not to good in this thread. He doesn’t want it warrantied, he wants parts to fix his knife. Charge him for the parts and shipping, send them out - nothing hard about that.

David

zhyla
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Re: Bad experience from Customer Service

Postby zhyla » Thu Feb 08, 2018 1:00 pm

Spyderco doesn't sell parts for their knives except for clips. There are good reasons for this. Sorry!

sageadvice
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Re: Bad experience from Customer Service

Postby sageadvice » Thu Feb 08, 2018 1:06 pm

TomAiello wrote:I think that's the normal policy. I totally understand the frustration, but I also understand why the policy exists. It's just not going to be possible to find a way to make everything work for everyone all the time.
Why does the policy exist? It would be trivial to address situations like this, but it might require hiring one more person. There's no magic involved in shipping out parts, especially with the understanding that if you screw up the repair, the warranty is void.

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Hopweaver
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Re: Bad experience from Customer Service

Postby Hopweaver » Thu Feb 08, 2018 1:11 pm

This is a terrible situation, and unfortunately company policy is company policy. There may be no winners with the outcome of this one.

It sounds like Spyderco has a policy to not sell parts for their knives. While on the surface it appears that the compassionate solution would be to ship the parts to Sweden, it sets a precedence which creates a slippery slope that Spyderco does not want to travel down. Then the next customer would say, "But you did it for xxxxx, why not for me?"

Maybe they will offer you a discount on a future purchase for your pain and suffering! :D
:spyder: Make time for the important things in life, and learn to enjoy the little things more. :spyder:

Canazes9
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Re: Bad experience from Customer Service

Postby Canazes9 » Thu Feb 08, 2018 1:19 pm

Why doesn’t Spyderco sell parts?

David

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Hopweaver
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Re: Bad experience from Customer Service

Postby Hopweaver » Thu Feb 08, 2018 1:22 pm

Canazes9 wrote:Why doesn’t Spyderco sell parts?

David
That is the right question!
Last edited by Hopweaver on Thu Feb 08, 2018 1:33 pm, edited 1 time in total.
:spyder: Make time for the important things in life, and learn to enjoy the little things more. :spyder:

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curlyhairedboy
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Re: Bad experience from Customer Service

Postby curlyhairedboy » Thu Feb 08, 2018 1:25 pm

perhaps Eric brings the parts and everyone meets up in Amsterdam in a few weeks?
Spyderco Collection: Always in Flux...
Southard, PITS, Shaman, CF S90v Shaman, Ikuchi, Amalgam, Spyderhawk H1, Squarehead LW, Smallfly G10, BD1N UKPK, Calendar Para 3 LW, CRUCARTA Shaman, Hawkbill Dragonfly 2 H1, Lil Native
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SF Native
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Re: Bad experience from Customer Service

Postby SF Native » Thu Feb 08, 2018 1:53 pm

Canazes9 wrote:Why doesn’t Spyderco sell parts?

David
I would guess that they make a lot of different knives and storage and logistics of that many parts would slow down their ability to offer us so many nice options. Other companies do this but they don’t offer nearly as many different knives. It becomes burdensome to offer new models in that business model.

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NoFair
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Re: Bad experience from Customer Service

Postby NoFair » Thu Feb 08, 2018 1:56 pm

Spyderco does label a returned knife as a warranty repair so there should be no issues with customs on it going back to Sweden. Afaik they have very little stock of parts for the non US knives in Golden. This might have changed though..

koenigsegg
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Re: Bad experience from Customer Service

Postby koenigsegg » Thu Feb 08, 2018 2:14 pm

I would also like to buy some extra bearings and washers for a couple of mine as well. One I got at the seconds sale so would they even let me ship that back?
S30V, VG10, M4, XHP, BD1, Maxamet, 204P, H1, K390, A11, Rex45, LC200N, M390

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The Deacon
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Re: Bad experience from Customer Service

Postby The Deacon » Thu Feb 08, 2018 2:41 pm

SF Native wrote:
Canazes9 wrote:Why doesn’t Spyderco sell parts?

David
I would guess that they make a lot of different knives and storage and logistics of that many parts would slow down their ability to offer us so many nice options. Other companies do this but they don’t offer nearly as many different knives. It becomes burdensome to offer new models in that business model.
Am sure that's one reason. Another might be that many of their knives are made by makers in four other countries and all of them are subject to CQI, which means a part for this year's version of any given model may not fit last year's version. Truth is, knives sent to Golden for warranty issues are almost always replaced, rather than repaired and the availability of parts to do out of warranty repair can be problematic.
Paul
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curlyhairedboy
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Re: Bad experience from Customer Service

Postby curlyhairedboy » Thu Feb 08, 2018 3:18 pm

I've heard that a big reason they don't send out parts is the non-zero chance that the customer's knife is a counterfeit. It's difficult to justify spending time and money to offer service for knives from which you didn't see any revenue...
Spyderco Collection: Always in Flux...
Southard, PITS, Shaman, CF S90v Shaman, Ikuchi, Amalgam, Spyderhawk H1, Squarehead LW, Smallfly G10, BD1N UKPK, Calendar Para 3 LW, CRUCARTA Shaman, Hawkbill Dragonfly 2 H1, Lil Native
40th Anniversary Native
Would like to own again: Sheepsfoot Caribbean
Wishlist: Kapara, Lil Chokwe, Tanto PM2, Sage 5 LW, Shaman Sprints!

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wrdwrght
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Re: Bad experience from Customer Service

Postby wrdwrght » Thu Feb 08, 2018 3:46 pm

Sounds to me like Spyderco's policy toward customers abroad needs some CQI, such as a warning that supplied parts (assuming they were to be supplied) may cause problems owing to inline CQI (hence the general policy of sending deficient Spydies home for repair).
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Re: Bad experience from Customer Service

Postby jmh58 » Thu Feb 08, 2018 5:32 pm

Happy customers tell some..
Unhappy customers tell everyone..
Just sayin.. John
A great rabbit chase ends with a.. BANG!!!

Son.. You need to get off the front porch once n a while!!!

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holeshot
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Re: Bad experience from Customer Service

Postby holeshot » Thu Feb 08, 2018 6:41 pm

Maybe your Tasman Salt should be your EDC, given the conditions you work in? :)
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