Strider, New Repair Policy

[gull wing]

Below is the new policy I saw at the Strider site. I guess the old "You break it, we fix it" is out the window. What do you think?




new repair policy

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If your folding knife has been modified we won't fix it so don't send it in
modified= if any tools were used on your knife to change its appearance Your warranty is void
Change the blade grind= void
Polish the screws, blade or titanium=void
Modify the handle=void
File your lock bar=void
Drill any holes in your knife=void
If you strip a screw we will repllace it for a charge
If you break the tip or chip the blade we will fix it no charge
If you take the knife apart and ruin the lock up thier might be a charge
***charges are detirmined on how long it takes us to fix it****
WE WILL NOT SEND OUT OR SELL ANY PARTS

[jzmtl]

Any unconditional warranty will be abused by the few and ruin it for everybody else. But the new one seems quite extreme.

[defenestrate]

I can certainly see why some of the named actions would reasonably fall under abuse and not be covered - and I don't have a problem with modified parts not being covered.. But if someone polishes some screws and suddenly the knife is completely void, I'm a little bothered by that.

I have no idea what kind of issues might ordinarily be handled there under W&R and how many legitimate forms of abuse are likely being stamped out with this warranty change, but I think that a lot of folks will be less interested in buying a Strider than they once would have been.

[StangBang]

Honestly, it makes perfect sense to me and I am actually glad. In the Strider Hardcore section on USN, if you read through some of Josh's posts there are some ridiculous things that are requested by idiots who purposely mess up their knives. I'm not saying pimping is wrong, but just as with most other companies, changing something that was not meant to be changed, and then messing it up and expecting it to be fixed free of charge, is a little bass ackwards... If I wanted to install a blower on my GT, and I messed up the install I wouldn't expect Ford to just fix my car free of charge.

It sounds like they were spending more time fixing peoples stupid "mistakes" then actually repairing knives for the few of us who use them as intended. One guy apparently took a hacksaw to the black g10 on his SnG, and then quoted the warranty demanding a Coyote tan G10 slab be used to replace the black. The person did this on purpose to get the color they wanted. Which to me is just taking advantage of someone.

I think with this new warranty in place Strider will be able to fix and repair knives that need it, and cut down on the time it takes to do it and get it back to the owner. I don't see anything wrong with it, they are just trying to cover their backs. I'm sure it isn't cheap having to replace alot of those materials, as well as pay those few workers for overtime on repairs.

I think what it comes down to is if you use your blade, and break it, they will take care of you. If you are purposely altering it, they won't.

Just my .02

[clovisc]

any company that changes its warranty should have set better, more realistic boundaries -- and a suitable price -- in the first place. it's a huge mistake to change mid-way... i imagine very unhappy customers, which is always a disaster...

[gac]

... if you read through some of Josh's posts there are some ridiculous things that are requested by idiots who purposely mess up their knives. I'm not saying pimping is wrong, but just as with most other companies, changing something that was not meant to be changed, and then messing it up and expecting it to be fixed free of charge, is a little backwards up. ...

...One guy apparently took a hacksaw to the black g10 on his SnG, and then quoted the warranty demanding a Coyote tan G10 slab be used to replace the black.

I first thought that polishing = void warranty was bizarre. But, if people are claiming their own mistakes as warranty issues than Strider is making a needed change.

[Jimd]

I'm with StangBang on this. No company is going to honor a warranty if people modify a product and turn it into an abortion, and then they want the company to fix the abortion they created.

Notice that if you break or chip the blade, they will still fix/replace it.

If you choose to alter the knife, then the warranty goes out the window. I seriously doubt that Spyderco would honor a warranty in which someone modified their knife, would they? Then why should Strider?

[Daniel]

I don't know why Strider was willing to fix "pimped" knives in the first place.

In my opinion, anyone who messes with a knife and changes it should understand that it will void the warranty.

They still stand behind their products in use and only not when you jack with it.

[defenestrate]

StangBang,
Thanks for the clarification - by no means should Mick & co. have to fix and back knives that have been purposely abused, and I agree that a warranty change makes sense. I'm sure that if I saw some of the posts about knife issues over there it would all make sense. Folks who would take advantage of the generous spirit of a manufacturer with such a broad warranty don't deserve the same treatment as people acting on good faith.

[v8r]

Such is the way of the world.I too find myself having to be more and more blunt with customers.Sometimes you have to spell things out for people, or they will try and take advantage of you. :confused: Use is one thing,taking apart your knife,and not knowing what you are doing thats different. Defacing your knife to get a color change on the scale that is just straight trying to steal from that company. There sure are a bunch of Want Something for Nothings out there.

[Jay_Ev]

I agree that changing a policy midway is a mistake. Going from a "you break it, we fix it" policy to one that is laden with multiple stipulations and criteria is fine for customers who buy the knife after the change in policy is implemented. But there are also pre-existing customers who have purchased the knife based on the premise of "you break it, we fix it". It could cause those customers, who would usually recommend the Strider with the rock solid warranty to have second thoughts about recommending it.

[yablanowitz]

any company that changes its warranty should have set better, more realistic boundaries -- and a suitable price -- in the first place. it's a huge mistake to change mid-way... i imagine very unhappy customers, which is always a disaster...

I agree that changing a policy midway is a mistake. Going from a "you break it, we fix it" policy to one that is laden with multiple stipulations and criteria is fine for customers who buy the knife after the change in policy is implemented. But there are also pre-existing customers who have purchased the knife based on the premise of "you break it, we fix it". It could cause those customers, who would usually recommend the Strider with the rock solid warranty to have second thoughts about recommending it.

Hmmm...

Anyone else remember a certain company having to put stricter limits on what was covered by their warranty? I'll give you a little hint, you're on their forum. People do stupid things to their knives and want them replaced for free when they manage to break them. It happens with every brand of knife that has a name, because no one wants to admit they are an idiot that shouldn't be allowed to have sharp objects. Strider held out longer than I expected.

[hickster]

If your folding knife has been modified we won't fix it so don't send it in modified= if any tools were used on your knife to change its appearance Your warranty is void - - Reasonable, for the most part... BUT
Change the blade grind= void - Reasonable, for the most part...
Polish the screws, blade or titanium=void -"Polish" maybe but strip? NO. Polishing a blade may mess with the heat treat if done (terribly) wrong
Modify the handle=void - Maybe - don't void my blade/lock warranty because I sanded a corner of the handle smooth or changed the contour of the handle.
File your lock bar=void - Duh
Drill any holes in your knife=void - Reasonable, for the most part...
If you strip a screw we will replace it for a charge - Reasonable, for the most part...
If you break the tip or chip the blade we will fix it no charge - Good on ya!
If you take the knife apart and ruin the lock up thier might be a charge
***charges are detirmined on how long it takes us to fix it**** - Reasonable, for the most part...
WE WILL NOT SEND OUT OR SELL ANY PARTS - Really? A clip? A screw?

Better yet: "We will warranty any and all of our knives against manufacturing and/or material defect or breakage under intended use. We honor this warranty on any and all unmodified pieces/parts of the knife."
hickster

[StangBang]

Hickster:
Funny you should mention clips and screws. Someone posted over their a day ago asking the same question and they said those type of parts are not an issue. They understand stuff happens and those kinds of parts are more prone to needing replaced. :)

I think the main issue is with people saying "Well my tiger stripe blade is pretty beat up, could I just buy a Digi Cam one from you?" Then the part ships out, and a frankensteined SMF shows up on ebay claiming it is "custom" buyer gets it and wonders why there is blade play and the tolerances aren't correct and Strider gets it sent to them 2 weeks later and is held liable. (that is just an example but I'm sure you understand where I'm going) People just take advantage of anything. :mad:

Yablanowitz: Thank you
I think you hit the nail right on the head. It has nothing to do with setting unrealistic parameters. Or ladening the customer base with a more stipulation ridden warranty. Yes, some people are going to be upset, but fact of the matter is for the most part they will continue to buy their products. The issue is that a company can only pay for other peoples mistakes for so long. In this economy especially. I bought my SnG used, like many other people do. I couldn't spend $400 on one, so I was patient and waited for a used one in good shape in my price range. This warranty is more to cover their own backs, not to turn away customers or inhibit brand loyalty.

It's just as Hickster said "We will warranty any and all of our knives against manufacturing and/or material defect or breakage under intended use. We honor this warranty on any and all unmodified pieces/parts of the knife." That is exactly how I understand it. They are still going to do right by the customer, provided the customer isn't trying to steal and cheat their way into free parts.

If your not happy with this warranty, well, I guess send me your Striders :D

[brandonreed2008]

Modify the handle=void - Maybe - don't void my blade/lock warranty because I sanded a corner of the handle smooth or changed the contour of the handle.

Yeah I think that's a bit crazy..

[spyderHS08]

I think it s a big +1 to Mick and crew as well for doing this..
The warranty they have is still one of the best around! Right up there with Rat cutlery's.
As long as you dont change your strider and you use it and leave it the way it was meant to be. They will take care of you. You can break it, chip it, crack it strip it, Its all still covered. Like others said, they are just sick of wasting their time and money on idiots mistakes that were either on purpose or very dumb acts.. (Hacksawing G10 and demanding different replacement colors)

All in all theyre still badass blades and this will not slow my strider purchases one bit!

[Toad310]

Could be legal advice from Mick's General Counsel.

I can see some fool trying to sue for an injury to a messed around with knife.

Who knows?

They may have to live up to prior purchasers of his products?

Wonder if they would turn down a soldier in Afghanistan, who had to make a field mod under adverse conditions? They did say - "Don't send it in."

[jzmtl]

Wonder if they would turn down a soldier in Afghanistan, who had to make a field mod under adverse conditions? They did say - "Don't send it in."

I may get crucify for saying this, but a mod is a mod no matter who made it under what circumstance, and if the same mod done by John Doe in his garage isn't covered it shouldn't be covered either.

[FLYBYU44]

There is way to many wanna-be knife pimpers out there these days, most of them don't know how to use even basic hand tools and can seriously screw up what used to be a nice knife. Emerson has recently done the same thing. Ernie posted on USN about working an entire day on a knive that some guy had screwed up pimping it while with a factory knife he can just grab some new parts and put it together again. I believe the new knife had new scales on it and liners and the screws were stripped.

[noddy]

Some of the requirements sound silly, but that it is not the main problem.

The problem is that the statement itself is petulant, sassy and incivil.