Spyderco has a detailed customer service warranty statement that outlines the conditions of what is covered for repair and replacement, and cost where necessary. After reading that statement recently, I sent two knives in to Spyderco for repair. I emailed, then called Spyderco's Customer Service Department to let them know the knives were on their way.
Amanda, the Customer Service representative I spoke with, was helpful, friendly, and professional! What a welcome reminder of what customer service is supposed to be. She told me the knives were recieved, what could be repaired, and when I can expect them back. I know that replacing a few screws isn't a big deal, nonetheless, thank you Amanda, I really appreciate your help.
From another satisfied Spyderco customer,
Laurence
Spyderco's Customer Service...
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Jimmy_Dean
- Member
- Posts: 1102
- Joined: Fri Sep 24, 2004 10:33 am
- Location: Montreal Canada
I have just a little problem with the customer service. I have sent an e-mail because the clip on my dodo have failled, and I have no answer. I don't want to send my DoDo... I live in France, and think that I can't have it for a long time ! The first time, when I have a porblem with the screw on my mini Dyad, they send me an e-mail the same day and 3 screw on one week.
What can I do ?
Antoine
What can I do ?
Antoine
To answer your question, according to the warranty, the knife will be repaired or replaced at no cost if it was damaged via material or manufacturer defect. However, if the knife was broken by its owner, then there is a $20.00 service charge + $5.00 shipping and handling fee; I broke my knife. I think that warranties should never cover careless or clumsy, so if I break something (meaning it's my fault, and something I do more often than I care to admit, I'm not exactly a delicate guy ;o), I expect to pay for it.Jimmy_Dean wrote:How much were you charged, just out of curiosity?
That said, the warranty wasn't the purpose of my post (I covered it generally to give anyone who read my post an appreciation of what Spyderco’s CS department deals with), which was to publicly thank Amanda for her excellent, and professional customer service because it meant a lot to me. Unfortunately, far too many companies these days neglect, outsource, or discard customer service. I've owned and carried Spyderco knives for 25+ years, I've always been satisfied with their products and customer service, and that's the reason I'll remain a Spyderco customer.
Customer Care ++++++
A big 10-4 on the customer care part of the Great :spyder: factory.
I recently talked to Amanda my own self and had the same very courteous, attentive, and thorough exchange as was described. Everyone who I have dealt with ( especially at the knife shows) really cares if you are a satisfied customer. It's also a big, big plus to talk to someone who speaks English for a change and not to be diverted to Bombay India. I believe in the old saying
" If it ain't broke then don't try to fix it". Just stay the course as Captain Kirk would say. :spyder: :)
I recently talked to Amanda my own self and had the same very courteous, attentive, and thorough exchange as was described. Everyone who I have dealt with ( especially at the knife shows) really cares if you are a satisfied customer. It's also a big, big plus to talk to someone who speaks English for a change and not to be diverted to Bombay India. I believe in the old saying
" If it ain't broke then don't try to fix it". Just stay the course as Captain Kirk would say. :spyder: :)