Customer Service Issue Resolved

[SG89]

OK, it's great that everyone here loves Spyderco so much, but I have to say that in my world a fixed blade knife and it's sheath are a system and I would expect a manufacturer to sell replacement sheaths for current or recently discontinued knives. Whether or not the OP would do better with a custom kydex sheath is immaterial.

People have used cars as an analog, so how many of you would be totally unphased by your car dealer saying, "sorry your driver's seat broke, we don't make seats, I hear Sparco and Recaro might make a seat for your car, good luck with that!"?? I'll wager most of you would be irate, rather than seeing it as a golden opportunity to get an upgrade.

I wouldn't pan Spyderco as a brand for this, but it's still an odd policy, since I've purchased replacement sheaths from several other knife companies in the past.

I guess the reflex here is to circle the wagons... especially when the OP chooses an inflammatory thread title.

Spyderco gave OP the contact info of the company that makes their sheaths so he can get a sheath from them. So he could just purchase directly from the maker. I don't see why Spyderco is wrong for this. If he's buying the same thing what does it matter where it's from?

[Bodog]

OK, it's great that everyone here loves Spyderco so much...

I guess the reflex here is to circle the wagons... especially when the OP chooses an inflammatory thread title.

I don't think anyone has attacked the OP nor has anyone defended Spyderco over something ridiculous. It seems like everyone is just trying to get the guy to see what seems like common sense. Either talk to the people who supply Spyderco with their sheaths or talk to someone else who will make one exactly to the customer's specifications. None of that sounds harsh or mean or anything. Just a dose of reality and common sense.

[Holzfaeller]

Nothing was specifically said in the OP's e-mail about whether or not he would be willing to pay for the sheath. Furthermore, he was not directed to the manufacturer of the original sheath for a direct replacement, but rather, "...a few sheath makers, but they are all here in the US." I also wonder just how easily the sheath broke and if a warrantee claim might be legitimate. I have to side with the OP and say that Spyderco could have done better.

[tvenuto]

Spyderco gave OP the contact info of the company that makes their sheaths so he can get a sheath from them. So he could just purchase directly from the maker. I don't see why Spyderco is wrong for this. If he's buying the same thing what does it matter where it's from?

Exactly. My gif was based on my interpretation that he was expecting a free replacement ("could you send me" vs "where can I order"). If not, and he's willing to buy one...well spyderco told him how to do so. Again, would he have preferred that they go to the custom maker, and charge him a mark-up on that selfsame sheath?

This may not be apparent to everyone, but Spyderco is a lean operation. They don't do things that other companies might do. They don't replace blades, and they don't offer a "custom shop" where you can pick your clip color, g10 color, and blade steel. Obviously, they don't stock extra sheaths. However, by not offering these bells and whistles, they are able to put their resources directly into the products we know and love. This means incredible value on their products. It's not "right or wrong," it's just a philosophy, and the important thing is that they live their philosophy through and through. If they stocked extra sheaths, the original MSRP on the Aqua Salt would have been a bit higher. There are costs and benefits to everything, and you can certainly disagree with their philosophy, but you have to recognize that you can't have the benefits without paying the costs.

[awa54]

Spyderco gave OP the contact info of the company that makes their sheaths so he can get a sheath from them. So he could just purchase directly from the maker. I don't see why Spyderco is wrong for this. If he's buying the same thing what does it matter where it's from?

Again, I prefer an in-house solution for maintaining an item I have purchased.

Say you have a refrigerator, the door light switch breaks, you call LG and ask if they have the part, the response is "Cherry or Alps make our switches, call them". Having worked in hard goods retail and service for almost 30 years I can tell you that is *not* the norm for a current production item.

If Spyderco service told the OP "XYZ sheaths makes the sheath for your knife, their part number is 123-A, here is their sales department number", that would be better, but it's still a hand-off. For me it's back to the perception that a knife and its sheath are a system, if I bought a sheath knife from Spyderco I would expect that the sheath (which I bought as an integral part of the system) would be available from them. Obviously Spyderco is free to run the company as it sees fit, but this is still a puzzler to me.

I don't think anyone has attacked the OP nor has anyone defended Spyderco over something ridiculous. It seems like everyone is just trying to get the guy to see what seems like common sense. Either talk to the people who supply Spyderco with their sheaths or talk to someone else who will make one exactly to the customer's specifications. None of that sounds harsh or mean or anything. Just a dose of reality and common sense.

Well, maybe no one *attacked*, but the OP's challenging tone was definitely met with mockery and dismissal. Not to mention *zero* empathy for the fact that the OP uses this knife for his livelihood and wants to have it back on his belt ASAP.

...Obviously, they don't stock extra sheaths. However, by not offering these bells and whistles, they are able to put their resources directly into the products we know and love. This means incredible value on their products. It's not "right or wrong," it's just a philosophy, and the important thing is that they live their philosophy through and through. If they stocked extra sheaths, the original MSRP on the Aqua Salt would have been a bit higher. There are costs and benefits to everything, and you can certainly disagree with their philosophy, but you have to recognize that you can't have the benefits without paying the costs.

First, http://www.spyderco.com/catalog/details.php?product=932 yup, that's a sheath.

Second, it is certainly Spydercos prerogative to not offer replacement parts, but this is certainly going to annoy some people and not unreasonably IMO, since many other companies *do* stock such parts in the interest of maintaining *customer satisfaction*. I think we're all are here because we love Spyderco and what they do, but that doesn't mean we all have to be in total agreement with every policy.

[VashHash]

Some knife companies don't even provide a sheath with the knife. As far as all this goes I'm really confused as to why you wouldn't just get a custom sheath made to your specifications if you have needs the factory sheath doesn't provide. I also wish spyderco had spare sheaths on hand but i can see where this might be a huge expense especially if they don't sell. Considering the salt line is from Japan the sheaths are probably made there.

[Molle Ninja]

If you bought a Spyderco Nirvana and the pivot screw miraculously fell out one day and was lost, would you all be okay with a response like "sorry, we don't stock spare parts for Taichung models--only Golden-made models?"

I don't think you'd see this as a wonderful opportunity to "upgrade" and source a new pivot from knifekits.com.

I can appreciate the "lean operation" point of view. As was stated, that's Spyderco's prerogative. It is odd that a seller of premium cutlery wouldn't stock spare parts for items they sell. Plain and simple. Whether it's pivots, clips, other screws, sheaths, etc.--same difference.

I guess this is one of those "agree to disagree" moments.

[tvenuto]

...Obviously, they don't stock extra sheaths. However, by not offering these bells and whistles, they are able to put their resources directly into the products we know and love. This means incredible value on their products. It's not "right or wrong," it's just a philosophy, and the important thing is that they live their philosophy through and through. If they stocked extra sheaths, the original MSRP on the Aqua Salt would have been a bit higher. There are costs and benefits to everything, and you can certainly disagree with their philosophy, but you have to recognize that you can't have the benefits without paying the costs.

First, http://www.spyderco.com/catalog/details.php?product=932 yup, that's a sheath.

Second, it is certainly Spydercos prerogative to not offer replacement parts, but this is certainly going to annoy some people and not unreasonably IMO, since many other companies *do* stock such parts in the interest of maintaining *customer satisfaction*. I think we're all are here because we love Spyderco and what they do, but that doesn't mean we all have to be in total agreement with every policy.

Ok we can add "in this case." And I agree with you, we don't have to love everything they do, my point is that we have to recognize the costs and benefits of their philosophy.

[tvenuto]

If you bought a Spyderco Nirvana and the pivot screw miraculously fell out one day and was lost, would you all be okay with a response like "sorry, we don't stock spare parts for Taichung models--only Golden-made models?"

What about your example is anything like what happened? I have to think if there was a manufacturing defect, or something "miraculously" happened to render the OP sheath inoperable, that spyderco would have made things right.

[Molle Ninja]

If you bought a Spyderco Nirvana and the pivot screw miraculously fell out one day and was lost, would you all be okay with a response like "sorry, we don't stock spare parts for Taichung models--only Golden-made models?"

What about your example is anything like what happened? I have to think if there was a manufacturing defect, or something "miraculously" happened to render the OP sheath inoperable, that spyderco would have made things right.

Parts availability.

[tvenuto]

If you bought a Spyderco Nirvana and the pivot screw miraculously fell out one day and was lost, would you all be okay with a response like "sorry, we don't stock spare parts for Taichung models--only Golden-made models?"

What about your example is anything like what happened? I have to think if there was a manufacturing defect, or something "miraculously" happened to render the OP sheath inoperable, that spyderco would have made things right.

Parts availability.

"Not selling" and "not being able to get" are two different things.

I own a gym. If you are local, you are not allowed to come in for just one day and pay us, that's not what we do. If you are visiting from out of town, you are allowed to come in for just one day. It has nothing to do with our ability to let you come in for one day, it has to do with our philosophy on what services we offer and to whom.

[Bloke]

I own a gym.

That's pretty cool! :)

Wish I owned a gym, though I'd probably sell it and buy a pub. :cool:

[Bodog]

I don't get it. Spyderco is a knife manufacturer, not a sheath manufacturer. They outsource the manufacturing of sheaths to those who are better equipped to handle it. They offer sheaths with their fixed blade knives because people like sheaths. If a sheath breaks, what's a knife manufacturer going to do? Tool up an entire section of a factory to make a replacement sheath? Keep 10,000 sheaths in inventory just in case? Or direct the 1 in 1,000,000 guy who needs a replacement to the people who make them? Only one of those options makes any sense at all.

[tvenuto]

I own a gym.

That's pretty cool! :)

Wish I owned a gym, though I'd probably sell it and buy a pub. :cool:

Ha...I have considered that.

But it's why I'm passionate about issues like this. If you own a business you know: selling him the sheath is the easy thing to do! Just like offering the deep carry clip option, and offering to replace blades, and letting people take the knives apart....and on and on until you're not doing what you're good at doing. If you try to stop paying the costs of your philosophy, then you stop getting the benefits as well.

I mean, this guy is trying to pay spyderco for a product, and they're turning him down. How crazy is that?! Just like I'm turning down the guy who wants to pay me for a day. But we've both decided: we can't do what we do well and do this too. The hard thing to do is not to compromise who you are as a business and stay true to your philosophies, and that happens one decision at a time, and includes decisions such as these.

[Cor]

Perhaps I am used to bad service (and in my country, good service is not the norm) but I still do not see much of an issue here. Also as a matter of fact, with reference to the automotive example, I do indeed go to other suppliers that has the parts I need. I also selected my car specifically with this goal in mind. This allows me to go to whoever is cheapest with the best quality parts and I don't get robbed blind by an idiot of a supplier that just charge whatever he wants because its from the manufacturer... (but I am ever so slightly eccentric.)

I think perhaps the main point to take away from this, is that Spyderco makes awesome knives. I know i will trust my life to my Manix 2 (including the "plastic" lock.) They do not specialise in sheaths and it is entirely their choice to do so. Their reasons for doing so is entirely their own, though I think its a combination of the above. If you would like an amazing knife, buy spiderco.. if you want an amazing sheath to go with that, contact a supplier. If your sheath brake and you don't know where to get another one, contact spider and they will be friendly and direct you to someone who they trust to take care of you.

But hey, I am perhaps over simplifying it haha. Was interesting to see different views expressed here though, so thanks for the contributions!

Cor

[awa54]

I don't get it. Spyderco is a knife manufacturer, not a sheath manufacturer. They outsource the manufacturing of sheaths to those who are better equipped to handle it. They offer sheaths with their fixed blade knives because people like sheaths. If a sheath breaks, what's a knife manufacturer going to do? Tool up an entire section of a factory to make a replacement sheath? Keep 10,000 sheaths in inventory just in case? Or direct the 1 in 1,000,000 guy who needs a replacement to the people who make them? Only one of those options makes any sense at all.

Call me unreasonable, but I expect more from a great company like Spyderco...

[tvenuto]

I don't get it. Spyderco is a knife manufacturer, not a sheath manufacturer. They outsource the manufacturing of sheaths to those who are better equipped to handle it. They offer sheaths with their fixed blade knives because people like sheaths. If a sheath breaks, what's a knife manufacturer going to do? Tool up an entire section of a factory to make a replacement sheath? Keep 10,000 sheaths in inventory just in case? Or direct the 1 in 1,000,000 guy who needs a replacement to the people who make them? Only one of those options makes any sense at all.

Call me unreasonable, but I expect more from a great company like Spyderco...

See my post above on the reason you think they're great.

[awa54]

See my post above on the reason you think they're great.

It's their call, but I still think it doesn't fit with the way they do business in other aspects of CS. Either way I'm still a fan of the product and the company. :D

[The Deacon]

Probably comes down to simple economics. The most commonly damaged component on Spyderco fixed blades is the G-clip and they sell those. I'm inclined to look at what happened to the OP, losing a sheath without losing the whole kit and caboodle, as somewhat remarkable. I'd think either recovering both, or losing both would be far more likely.

That said, I'll admit to wishing Spyderco sold their fixed blades and sheaths separately. I prefer leather and hate paying for what I consider to be ugly and ill fitting plastic sheaths.

[Bloke]

I mean, this guy is trying to pay spyderco for a product, and they're turning him down. How crazy is that?!

I agree with what you say. Your second post (I think) and the statement above sums things up quite well.

My slant on this is, we all have expectations, be they of ourselves, our partners, our kids, our dogs or our knives?

I think Tim simply had an expectation also. I can understand his disappointment, quite simply because I too would be disappointed! I don’t think he has been overly critical of Spyderco and from where I’m standing I think he was most dignified in his second post when he cleared things up for us.

To this end I personally feel “we” have now set Tim straight!

I don’t see that anything will be gained by further educating him and I can’t help but think Mr Glesser would have handled things a little differently.

Alex