Warranty and Repair

[J Smith]

Just got off the phone with them.

I hate to say this but it seems Spyderco has no warrenty anymore.

If the knife is older than a year and can not be repaired the only thing they will offer is 35 % off a new ones MSRP.If it can be repaired its gonig to cost 25.00.

I was amazed at the change.

I had called about a knife that had its blade rubbing badly against one scale.

He made it sound like that a knife with a manufacturer defect would only be replced for 1 year.If you have a discountinued model and something goes wrong you will only get the 35% off a current models MSRP.

The way I see this is just don't bother and keep your problem knife,go buy another knife off ebay and you come out the same only you still have the knife with the problem.

I am sorry that this post isn't very clear but I did not get a clear anwser on the phone as to what the current W and R policy is,or at least I hope that what I got was not the current policy.



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Edited by - J Smith on 7/13/2004 11:47:59 AM

[Jimmy_Dean]

Wow, I must say I'm surprised by this. I got such a great service last time, even when they were not at their best. Right after I was through your post, I went to check on the box of one of my knives and it's true that it doesn't say "lifetime" anywhere. But if that's the new policy, **** it really blows. That's really the opposite of what I came to expect from Spyderco. In fact, I was so excited and convinced that I was getting ready to buy a Lil' but now I think I'll wait for Mr. Glesser to comment on that. Hope someone just made a terrible mistake. Thanks for the info.

-Dean

Edited by - Jimmy_Dean on 7/13/2004 11:10:04 AM

[rycen]

First let me say I hope this is not true.As much as I would dislike this if it was true,I can understand this shift.The way Spyderco deals with their product and customers is very rare in todays world.Please dont change this.I would be willing to pay more for my spydes if it would prevent this change.

[Jimmy_Dean]

That very fact that their service was exceptionnal and unusual in today's business world is what makes them special(well including many other things). I don't think they HAD to make the switch, if they really did.

When they sent me my Endura back, I understood why customer service is so important. Because I had more trust in the company and was willing to spend more money on their products. Now if this trust is challenged, I'll think twice before I spend 200$ on a knife. And I'm sure I'm not the only one in this situation. Put it this way: Good customer service=selling more knives. Expensive repairs=selling less knives. That can't be good.

Oh God, how I hope it's not true. I just thought I found everything I wanted in a knife company at a price I can afford. For what it's worth, if that's what's going on, I'll buy a SnG and that's the end of it. It may be more expensive(which means no knife money for some time after that) but at least they won't bite the hand that feeds them. And how come we did not hear of that before. We only knew that were fixing things up it the dep. not that they were changing the whole policy of repairs. It seems to me that spyderco addicts and forumits should have been warned way before now, and by someone of the company.

I'll go smoke a cigarette and try to calm down.

-Dean

[jaids]

Im with rycen.

<img src="spyder.gif" width=45 height=45 align=middle border=0>

[Jimd]

Dean Posted: For what it's worth, if that's what's going on, I'll buy a SnG and that's the end of it. It may be more expensive(which means no knife money for some time after that) but at least they won't bite the hand that feeds them.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

It's true that an SnG from Strider will cost a good deal more than many other knives. But then you get absolutely stellar customer service. Strider's warranty and repair goes like this: If you break it, EVER, send it back and they'll repair or replace it. PERIOD! If you drive a tank over it, they'll still replace it, no questions asked.

Try that with a Spyderco!

Sniper -- One Shot, One Kill Email: ST8PEN01@aol.com

[HoB]

Well, to some extent I can understand this policy. Imagine you have an old discontinued knife and break the blade and Spyderco doesn't have the blade shape in stock any more. How are they going to repair it? And they have so many different models, that they can not possibly stock...I don't know...500 spare blades just in case. Strider has, I am sure a much smaller number of styles.

But a blade rubbing against the scales...what would be so hard to repair that?

[Zrexxer]

My opinion is that this is nothing but rumor mongering until facts are substantiated. To start a panic like this and then say in the very next breath "this post isn't very clear but I did not get a clear anwser on the phone" doesn't further anyone's interest.

[thombrogan]

Well, the new policy would be good to know.

[chinook]

Seems to me that J Smith "puts his money where his mouth is", so to speak and has an interest in Spyderco's W&R policy. Voicing a concern after contacting Spyderco directly by phone does not seem rumor mongering at all, especially in this forum. He didn't put it in a general forum at BF.
This is a discussion forum about Spyderco

<img src="http://img.villagephotos.com/p/2003-7/2 ... murai6.gif" width=74 height=50>

Edited by - chinook on 7/14/2004 5:52:31 PM

[Jimmy_Dean]

Jim, I knew you would be behind me on this one. I know how I am, I'll end up going Strider sooner or later but ****, I really thought it would be later. Spyderco has a lot to offer I think, but this new policy, again if there is such a thing, is really something I'm not pleased with.

-Dean

[jhillas]

For what its worth, I have had nothing but amazing customer service from Spyderco.

Somewhat long sometimes ... but always stellar in the end.

Let me also add, that with 150+ peices, while I have sent several (serrated ones) in for sharpening (re-grinding) I have had less than a handfull, literally, that have needed "service."

Mike is gone. I'll miss Mike.

Richard is there now. Give him a chance to get familiar with the job, and I'm sure he'll provide the same good service.

[J Smith]

To make a long post short...
My main concern is not with the knife I called about today,not a huge problem with it and I did figure it out and fixed it myself but with the 100.00 dollar knife I might buy next week,not a new model but a NIB old stock.Say I get it take it home and find something very much wrong.If I understood the talk I had today this would mean sending it in and if it could not be fixed(for a 25.00 fee) they would offer me another knife at 35% off MSRP.That would be the same differance as me takeing the problem one and tossing it in the trash and going to the dealer and buying another one.
I know thats what I heard on the phone,I am just hopeing that he had gotten his words or meaning out wrong.



Edited by - J Smith on 7/14/2004 8:03:30 AM

[ramlanrafie]

Spyderco, Strider, Surefire. One of the reason/criteria of selection I bought these products, are W&R.

[TxWolfe]

Sad, In another post about warranty work, I talked about a problem I had getting a knife fixed.. It wasn't. Really like Spyderco and their overall quality is good. Sad they have such a limited warranty, now..
Wolfe

[J Smith]

I really think the man I spoke with got his meaning across to me all mixed up.Hope so.I have had nothing but great service before this.
From reading a couple other posts at BF,other forumites have not been told this and are getting the same old great service.

<img src=http://techhelpers.net/e4u/drink/trink36.gif

[Jimmy_Dean]

I called the W/R departement this morning first thing when I got up. I had been thinking of that all night long and I thought it would be good to ask someone. Well the message you get says that for regular sharpening it's the usual 5$ but for everything else the prices have changed. They will contact the owner before any work is done to inform him/her of the price of repairs. I don't like that but it doesn't sound as bad as what J Smith was told. In fact I think they have been doing that forever. If you break the tip of the bladem they will inform you that it costs, let's say 10$, and upon agreement, they regrind it nice and smooth.

We'll see how it goes but for now, I'm just happy all my knives are working.

-Dean

[J Smith]

Upon thinking about it he may have been telling me the policy for a knife that has been abused and if so its not a bad policy.He did ask things like has it been used to pry with and that sort of thing.I did tell him that it had only been carried and still had the factory edge,it was IMO a manufactureing defect.
I am sure this was all just a big missunderstanding.I will not say anything more about it in any other place unless I ever send in a knife and have a bad experiance.
I would like to hear from someone at Spyderco about the policy of a discountinued knife that is NIB and has a problem if it has changed.This concern is the main reason I posted this.

<img src=http://techhelpers.net/e4u/drink/trink36.gif

[Joyce Laituri]

Greetings All,

Thanks for the discussion here.

A few things in our warranty and repair department have changed but OUR WARRANTY POLICY HAS NOT CHANGED! As it has always been, we continue backing the workmanship and quality expected in a Spyderco product. If a knife is defective in manufacturing or materials or workmanship we will take care of it, PERIOD. Sharpening is free; we ask you cover shipping costs only.

As it has been, we are charging for non-warranty repair work. In other words, if a knife comes back to us, is found free of manufacturing defects but is, worn/used, abused, disassembled, ground away on a grinding wheel, pried with, ripped against a door frame or other non-intended uses we will charge the owner for its repair, a flat fee of $20.00. Please remember we need to physically inspect the knife to determine if the problem is a manufacturing defect on our part or wear and tear on the user’s part. If defective in manufacture/materials/workmanship we’ll gladly repair, or replace that product with the same model or one of equal value.

You are sophisticated knife people with more knowledge about sharp things than 99% of the public. It may surprise you but the majority of non–knife-knut knife owners never maintain, sharpen or take care of their knives. Knives and tools and wear out. It is not reasonable for a manufacturer to replace a worn out product. Example: we get returned knives that have seen hard daily use for 20 years with the customer requesting a new knife. Spyderco has never offered a lifetime warranty. Sal likes to say “whose lifetime? The original owner’s? Their child’s, their grandchild’s?” We state very clearly if you have ANY problems we very much want to know about it and see the knife. If we’ve faulted in manufacture/materials/workmanship we’ll take care of it- no questions. It’s the way Sal and Company have always done business and nothing has changed there.

The set $20.00 fee for non-warranty work allows us to complete the repair and return the knife to its owner more quickly. When someone sends a knife in with a check for repair, chances of it being for the correct amount have been about 50/50 and without first inspecting the knife we can’t determine if the problem is from use or from us. Time involved in contacting the customer, issuing them a refund or having them send a fee (and waiting for its arrival) can add considerable time.

When a knife is returned to us it goes through these processes, which average 25-35 minutes shop time per knife.

We receive/open the package
Inspect and clean the lock area
Check the knife for workmanship, wear and any defects
Read the customer’s letter and ascertain the problem, may need to contact further
Log information into our W&R database
Communicate to our repair team the nature of the problem
They perform the repair (some repairs cannot be performed cost effectively are labor intensive and more time consuming than others, i.e. stripped screws, re-serrating)
Print a return letter
Re-package and send it back to the owner
Log in the computer date when it was sent
File the paperwork and UPS tracking information

I hope this helps clarify things. Sal posted previously regarding our changes in W&R and bettering our communication is something we’ll always work on. Thank you and your patience while we become more efficient and feel free to email or call Warranty and Repair with any questions or for further clarification.

800-525-7770 X255
303-279-8383 X255
customerservice@spyderco.com

Spyderco Factory Outlet;
800-828-1925
303-279-8613
SFO@spyderco.com

Joyce Laituri
Spyderco Public Relations/Marketing
___________________________
Below is a copy of our warranty for anyone who wants it in hardcopy.

WARRANTY INFORMATION:
· Spyderco warrants that all of our products are free from defects in material and workmanship.
· Spyderco’s warranty does not cover damage caused by use, abuse, misuse, loss, improper handling, alterations, accident, neglect, loss disassembly, or improper sharpening.
· If a knife fails to function as it was designed we will examine its condition upon its return to us, identify why it failed and respond in an appropriate manner.
· If we determine there is a defect in the manufacture or materials we will gladly repair, or replace that product with the same model or one of equal value.
· If we determine the problem is NOT caused by defects in our manufacture or materials, we will inform you of the cost for repair if possible (please see below). Upon agreement and payment we will perform the repair.
· If we are unable to improve the condition of the knife, we will return it to you with the recommendation that it be retired from use. All costs associated with the shipment of the product are the responsibility of the customer.

REPAIR INFORMATION:
· Sharpening – Complimentary provided the edge of the knife is not severely damaged – Please include $5.00 for shipping and handling.

For any of the following repairs, please include $20.00 plus $5.00 shipping and handling:
· Blade or Edge – Broken tip from prying or dropping, destroyed edge due to improper sharpening, loose blade from abuse, rust due to neglect or other blade issues. (Spyderco is unable to replace blades in most models)
· Clips –Stripped screw holes, screws sheered off, broken or missing clip or other clip issues.
· Scale or Handle –Missing scale screws, knife action stiff, missing Kraton, or other handle issues.

Manufacturing defects generally show within the first year of use, if your knife does not fall under our warranty you may send it in for repair consideration. In some cases, repair is not possible because the knife is simply worn out. In order to ensure swift processing of your knife, please include any repair fees that apply. (Visa, MasterCard, American Express, check or money order, please do not send cash).


WHERE TO SEND YOUR KNIFE:
When sending your knife in for Warranty or Repair, please include a description of the problem, how it occurred and a copy of this email including your original inquiry. Be sure to include your name, return address (no PO Boxes please) and daytime phone number so we can contact you with any questions. We recommend that you send it UPS or registered mail for tracking purposes should your knife fail to arrive at our offices.

Spyderco, Inc.
Attn.: Warranty and Repair
820 Spyderco Way,
Golden, CO 80403 USA

Thank you for your support of Spyderco products,
Spyderco Warranty and Repair Team

[HoB]

This is a lot more, than I would ask of a warranty!

Thanks alot for the information!

Edited by - HoB on 7/14/2004 7:35:40 PM