Publicly airing private emails between yourself and a company to get what you want by strong-arming them is classless and I will call it out every time. I will not apologize for my opinion from 2018. Just like OP will not apologize for his opinion from 2018. He got what he wanted and hasnt posted in this forum since 2018. Other people in this thread admonished OP, yet Maclaren and Pelagic doesnt quote them...CaptainT wrote: ↑Thu Feb 08, 2018 10:09 amI 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
What a joke.
