Spyderco service really this bad

[SpyderPhreak]

"While trying to remove the pocket clip I was unable to remove the screw and ended up rounding it off with my torx screwdriver." - Understood.

"I did not strip the screw. They did." - Really?

"By strip the screw I am referring to the threads of the screw." - Conflicting messages. 404 Error.

I noticed that too. I don't suppose we'll hear back from the OP now.

[Aladinsane]

I think the million dollar questions here are

A. Did the OP contact TazKristi as requested?

B. Did the issue get resolved?

If the answer to both of these is YES, then no harm, no foul. Having heard directly from Taz and also from Sal himself should be evidence that SOMETHING is being done.

So, is there meaningful correspondence happening?

[bandaidman]

From the post it sounds like he stripped out the Torx head of the screw

This is not terribly hard to do if the threads have a thread locker on them. This is very common to find on knives, guns etc. You don't want the screw to back out and lose the knife or parts . I assume any screw on a decent piece of equipment will have thread locker on it and plan for the worst. CZ firearms probably being the most locked in beasts I have ever dealt with.

Using a high quality Torx driver is important with small Torx sizes. I like the Wera ones primarily. Making sure it is fully seated with the correct size is tantamount . I have damaged a very expensive scope mount this way by using one size off by accident. I also broke a screw mounting a scope rail with a torque driver and had to have new threads drilled into the barrel.


Spyderco has great service and while no company or product is perfect, they sure do try to have perfect customer service

[bigdane71]

I think the million dollar questions here are

A. Did the OP contact TazKristi as requested?

B. Did the issue get resolved?

If the answer to both of these is YES, then no harm, no foul. Having heard directly from Taz and also from Sal himself should be evidence that SOMETHING is being done.

So, is there meaningful correspondence happening?

No harm, no foul? It is 23 miles each way to drop it off for shipping. $25 for the cost of shipping there and back to have it returned with a letter saying it won't be fixed? My experience hasn't been as good as yours. Sorry, I don't know who any of the people being mentioned are.

[raygixxer89]

You stripped the screw - You didn't get a bad one out of the box - You took it out of the box and made it bad.

For cripes sakes this.

[Flash]

Although I’m not 100% convinced about the legitimacy of the OP’s self inflicted / Spyderco inflicted troubles, I would so love to see T-8 become the smallest size of torx screw that Spyderco use.

[sal]

Hi Dane,

Glad to see you back. What you described is not our normal policy. so some of us are looking into it to learn more. We'd like to get you sorted, so please be patient.

sal

[Gamecock]

Hi everyone, I'm new to the forum and to Spyderco in general. I decided to buy a couple after seeing a lot of positive reviews on YouTube. That appears to be a mistake. While trying to remove the pocket clip I was unable to remove the screw and ended up rounding it off with my torx screwdriver. I sent it in for repair and they sent it back with a letter saying there was nothing they could do. Now I am out the cost of shipping both ways and I have a less than great knife. Is it common to get a bad one out of the box and be told to suck it by Spyderco?

Objectively, you sound like an entitled baby. You rounded the screw, and you admit it. Thats on you. Don’t blame others for your mistakes in life, I would bet you play the victim very often.

[RustyIron]

I have no dog in the fight, but I'm still curious to see a picture.

[zhyla]

Objectively, you sound like an entitled baby. You rounded the screw, and you admit it. Thats on you. Don’t blame others for your mistakes in life, I would bet you play the victim very often.

This is really uncalled for and not fair to OP.

OP bought a knife advertised as having a reversible clip. OP tried to reverse it and could not without damaging it. Maybe there was bad technique involved, maybe too much loctite, who knows.

Rather than grip about it here OP then sends it to Spyderco CS and is told they can’t fix the knife. We’ll see how this shakes out. That could be true, but seems unlikely for this kind of issue.

OP could have raised the issue on the forum as more of a “what do I do now” post but I think they’re rightly disappointed at this experience. Spyderco commands premium prices so the expectation is always that CS is premium as well. Stuff slips thru the cracks, no company is perfect. Glad Sal/Kristi going to try to sort it out.

[sal]

Thank you Zhyla.

sal

[SpyderEdgeForever]

Thank you, zhyla, very well said. You covered all of that well.
Sal, sir, once again your sincere actions follow your sincere words and you show us why Spyderco, your amazing company, is so exquisite. You and your team have a customer and friend for life here.

Not laying any blame on anyone here, just a general question as to how can a situation like this be avoided and preempted for future knowledge for anyone who purchases a knife?
I see some choices, please add to this if you can think of others?

1 After purchasing the knife, leave it as is and use it within all normal bounds. Do not attempt any personal modifications, or repairs, without first reading all warranty literature and online company-provided information related to that.

2 Directly contact the company, in this case Spyderco customer service and warranty department, and ask for detailed instructions on how to proceed.

[WilliamMunny]

Objectively, you sound like an entitled baby. You rounded the screw, and you admit it. Thats on you. Don’t blame others for your mistakes in life, I would bet you play the victim very often.

This is really uncalled for and not fair to OP.

OP bought a knife advertised as having a reversible clip. OP tried to reverse it and could not without damaging it. Maybe there was bad technique involved, maybe too much loctite, who knows.

Rather than grip about it here OP then sends it to Spyderco CS and is told they can’t fix the knife. We’ll see how this shakes out. That could be true, but seems unlikely for this kind of issue.

OP could have raised the issue on the forum as more of a “what do I do now” post but I think they’re rightly disappointed at this experience. Spyderco commands premium prices so the expectation is always that CS is premium as well. Stuff slips thru the cracks, no company is perfect. Glad Sal/Kristi going to try to sort it out.

Very good points, it's unfortunate people are being unfair to the OP.

1. Did the OP break the screw, yes but he also admits to it.
2. It was sent to Spyderco for repair. It is fair that they would not cover it under warranty. But they should have fixed it for a fee and reversed the clip correctly for the OP.
3. The OP does have some right to be upset with the initial response from Spyderco, I know I would slightly be.

Spyderco, Sal and Kristi will help the OP with a solution that works for everyone. Additionally, they can hopefully fix the root cause that did not have the knife fixed originally when it was sent in.

[Doc Dan]

It sounds to me like a Loctite issue on the threads. A number of people have buggered up their screw heads because of this.

[Danke]

An avalanche of innuendo here and 0% hard data.

How about someone with admin rights look at dane's email address from the sign up and compare that to the sent items in the warranty department. Maybe they can share more details on the specifics of the failure and the response by the warranty desk.

[Freediver]

Welcome to the forum bigdane71 and sorry to hear about your experience. Spyderco generally does an excellent job taking care of their customers and you are in good hands with Kristi and Sal. I hope it gets resolved and you get to try out how great the products are.

[sv4]

Thank you, zhyla, very well said. You covered all of that well.
Sal, sir, once again your sincere actions follow your sincere words and you show us why Spyderco, your amazing company, is so exquisite. You and your team have a customer and friend for life here.

Not laying any blame on anyone here, just a general question as to how can a situation like this be avoided and preempted for future knowledge for anyone who purchases a knife?
I see some choices, please add to this if you can think of others?

1 After purchasing the knife, leave it as is and use it within all normal bounds. Do not attempt any personal modifications, or repairs, without first reading all warranty literature and online company-provided information related to that.

2 Directly contact the company, in this case Spyderco customer service and warranty department, and ask for detailed instructions on how to proceed.

I would add this :

3 Invest in high quality Torx drivers of the correct size. I have personally used both Wiha & Wera drivers, and prefer the Wiha ones. Better snug fit compared to the Wera ones.

[SpyderEdgeForever]

Thank you, zhyla, very well said. You covered all of that well.
Sal, sir, once again your sincere actions follow your sincere words and you show us why Spyderco, your amazing company, is so exquisite. You and your team have a customer and friend for life here.

Not laying any blame on anyone here, just a general question as to how can a situation like this be avoided and preempted for future knowledge for anyone who purchases a knife?
I see some choices, please add to this if you can think of others?

1 After purchasing the knife, leave it as is and use it within all normal bounds. Do not attempt any personal modifications, or repairs, without first reading all warranty literature and online company-provided information related to that.

2 Directly contact the company, in this case Spyderco customer service and warranty department, and ask for detailed instructions on how to proceed.

I would add this :

3 Invest in high quality Torx drivers of the correct size. I have personally used both Wiha & Wera drivers, and prefer the Wiha ones. Better snug fit compared to the Wera ones.

Thank you. After reading your advice and that of sal and Mushroom and some others, I will look for these online or a hardware store.

[zhyla]

3 Invest in high quality Torx drivers of the correct size. I have personally used both Wiha & Wera drivers, and prefer the Wiha ones. Better snug fit compared to the Wera ones.

People always say this. It sounds like good advice. But I think cheaper bits tend to be softer and that can save the screw heads in cases like this.

[rkolling]

I have to say from my limited experience the Spyderco service I have experienced has been excellent - prompt, courteous and professional. On Wednesday of this week I called the Factory Outlet to request a replacement scale screw for my Millie 2 15V since one had fallen out (somewhat of the opposite of the OP’s problem).

On Friday I received TWO screws and a small vial of Locktite! That greatly exceeded my expectations and totally impressed me!

Now, if we can only get Spyderco to make a Bodacious in 15V since the shorter cutting edged Shaman 15Vs are selling for $570-$600 on the Bay . . .