Spyderco Warranty & Repair / Customer Service - Response from Spyderco

Diamondback · #21

It's always disappointing and frustrating when good faith and hard work are met with deception and senseless trouble-making. Keep the faith, Kristi.

Pomelly · #22

I can only speak positively, and it's what I'm going to say in every forum I write and with all the people I speak. It's not so normal that an US brand is so polite, kindly, courteous, fast and safe with an Italian customer, but in my experience Spyderco is the n°1! Direct experience, not fable.

bh49 · #23

Kristi,
Thank you for insight.

kbuzbee wrote: Still, if Charlynn needs help, I'm in! I can be paid in Spydies

+1
Ken, we can take turns :) .

chuck_roxas45 · #24

Coming from a country where there's no such thing as after sales customer service for most consumer products, Spyderco's is stellar to me.

endgame · #25

I got my knives back perfect with less money I thought I would spend great all around

xceptnl · #26

I have never had to W&R a knife to Spyderco, however I have always recieved excellent service and response from the parts dept. When I bent a clip or broke a screw, I had a replacement within days. I can't imagine that the service would be any less than Spyderco excellence. Thanks for posting this Taz.

kbuzbee · #27

bh49 wrote:+1
Ken, we can take turns :) .

You know, Roman, it sounds like Charlynn needs us both. You could handle the East Coast W&R and I'll take the Mid West. We'll need a left coaster and Charlynn can supervise the lot of us.

Ken

Peter1960 · #28

Boys, I get in and cover the oversea area ...

kbuzbee · #29

Peter1960 wrote:Boys, I get in and cover the oversea area ...

Done deal but you might want to split Asia off to Chuck.

Ken

Fred S · #30

I sent in a M390 Military because it didn't lock just right, They sent me a brand new replacement (and my check) about 2 or 3 weeks later. Seemed pretty good to me. Gonna send in the M4 and a no-plate Ti with no concerns here shortly

Blerv · #31

chuck_roxas45 wrote:Coming from a country where there's no such thing as after sales customer service for most consumer products, Spyderco's is stellar to me.

They should give you the "International Customer Award", Chuck. Only a few like you and Zenith are out there.

Honestly...I would guess you both to be in California for the lack of drama over shipping and stuff.

wolfgaze · #32

I worked in a Service Dept for 3 years and it was pretty miserable....

Sounds like Charlynn could use some extra support/assistance!

peacefuljeffrey · #33

My respect for Kristi, Charlynn, and Spyderco just grew measurably.

This post is one that should be envied by any corporation. It is honest, respectful, even-voiced, forthright, professional, and admirable.
Very well done, Kristi.

anagarika · #34

I hope chuck doesn't mind sharing Asia with me

chuck_roxas45 · #35

Blerv wrote:They should give you the "International Customer Award", Chuck. Only a few like you and Zenith are out there.

Honestly...I would guess you both to be in California for the lack of drama over shipping and stuff.

Haha, what can I say Blake, I like the knives. :)

anagarika wrote:I hope chuck doesn't mind sharing Asia with me

Hehe, I'm glad you share it with me Chris. :D

jackknifeh · #36

I've had 110% exceptional experience with Spyderco's customer service from getting an answer to a simple question to a few warranty issues. 100% is perfection. Spyderco has gone above and beyond perfection as far as I'm concerned. They have done things to make me happy that they were in no way obligated to do by their warranty promises. Some here may know of a recent kindness I was shown by Sal and Spyderco.

A lot of people just naturally talk about the bad things that have happened. I'm guilty of this as well and it's sad. However, it's natural I guess. The one thing that Kristi said that shocked me a little is that one person would pretend to be different people. I assume they used different forum ID's. If speaking about bad things often is normal I can believe that with the understanding it can be improved if the attempt is made. But pretending to be more than one person to give the illusion that more than one person is unhappy is intentional. That's where I personally draw the line on forgivness. Not that my forgiveness is important.

Anyway, I could go on and on about my satisfaction with Spyderco's customer service. Maybe one day they will make a decent knife! :D haha Dang, I crack myself up! :D

DRKBC · #37

Customer service is a difficult job I feel for Charlynn, I am sure she deserves a huge pat on the back for what sometimes can feel like a thankless job. I dealt with Spyderco Warranty one time, the service I received was professional, courteous and honest, you can't really expect more than that ... though some do. Thanks Spyderco team.

smcfalls13 · #38

From someone who has been in customer service(and felt the sting) for almost 20 years, I'd give you a standing ovation, but you wouldn't be able to tell :cool:

In customer service, 9/10 times, you only hear the negative feedback, and it tends to be demoralizing. Take solace in the fact that for every complaint that is lodged, there are 9 people who were perfectly happy with the service.