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Spyderco Repair Service Review

Discussion in 'Spyderco' started by Kreyzhorse, Jan 10, 2019.

  1. sliceofaloha

    sliceofaloha Gold Member Gold Member

    Oct 4, 2018
    Hey, thanks for the suggestion. They give the option to pay the difference if you want something pricier, which is nice/makes sense. The Sage just doesn't do it for me. I do want something "off the menu" so to speak in Para 3. I'm thinking of steering into the skid and going for the Genzow Hathethawk, adding some $$$ into the bargain.

    Separate but related, I bought a new purple Lynch Para 3 clip in anticipation of the S35VN Para 3 making it's way back to me so that is nagging at me. 1st world problems, yada yada....

    I don't see anything interesting coming out in the planned releases re: Para 3 and that drives me to pick something off the shelf. I'm considering a fully serrated plain jane Para 3 just to do SOMETHING different. Looking at 2nd hand absurdly priced Para 3 sprints also. There's a March end time limit to choose or they'll just send the original Para 3 back and close the service case.
  2. extrastout

    extrastout Gold Member Gold Member

    Mar 10, 2013
    It's when I get a voicemail for over 2 weeks (extension 255) that they are away from the desk and to leave a message. I did this over 6 times with all my information for 2 weeks. I have yet to get an email that they even recieved my knife.....I'm not satisfied as you are so I figure something might be off at headquarters
  3. JimMD

    JimMD Gold Member Gold Member

    Dec 6, 2017
    I understand your frustration. Maybe this is because of IWA 2019? I know Eric Glesser was there along with other Spyderco reps supporting them at the show.
    extrastout likes this.
  4. sgt1372

    sgt1372 Platinum Member Platinum Member

    Oct 16, 2018
    You can see from my earlier comments that my main "complaint" about Spyderco's customer service is the general lack of communication.

    Seems like I had better luck that you did when I called the warranty/service department. I almost always got someone on the phone; usually the same guy (based on his voice) but I never got his name.

    However, I would NEVER send them another knife w/o requiring a signature guarantee (that, of course, costs more $) but it will at least confirm that they received the knife. One of the 2 knives that I sent them recently was noted by USPS as delivered and received at the mail room. However, the other knife was reported by USPS to have been "left at the front" door, which worried me to no end until I confirmed a week later (you have to wait a week until your knife is "logged into their work order system) to confirm that they had actually received the knife.

    The only communication that actually I ever received regarding the 2 knives that I sent them was a cryptic notice from Pitney Bowes (for each) that a USPS pkg was being sent to me from "S KA" out of Denver, which I figured had to be from Spyderco. There were short notes included w/the knives after I received them back but those notes did not help relieve any anxiety about the receipt and the condition of the knives before they were returned.

    So, as I have suggested before, I do think there is room for improvement.
    extrastout likes this.
  5. sliceofaloha

    sliceofaloha Gold Member Gold Member

    Oct 4, 2018
    Solution: Found an M390 Para 3 and I will be trading my in-for-repair S35VN Para 3 for the Genzow Hatchehawk. Stoked to try out the Genzow!
  6. TomR2


    May 17, 2015
    A gaggle of geese and a muzzle of .... I forgot, sorry
    Kreyzhorse likes this.
  7. extrastout

    extrastout Gold Member Gold Member

    Mar 10, 2013
    still away from the desk answering machine message on week 3 of no response......This is a little ridiculous, they have an expensive tool that I need everyday for work. COMMUNICATION is key to me if your dealing with a good company. All I need is a yes or no....email or phone call. Is this a one man show at CU....is he sick
  8. sliceofaloha

    sliceofaloha Gold Member Gold Member

    Oct 4, 2018
    Got my Para 3, order in for Genzow HatchetHawk!

  9. extrastout

    extrastout Gold Member Gold Member

    Mar 10, 2013
    UPDATE: I got a letter and a catalog in the mail (no email, or returned call at all...old school). Turns out they were on vacation...so they were far "away from the desk". The letter said that they could not fix the problem as it is a design issue of the chaparall frn. Spyderco keeps my troubled knife and I got to choose a replacement knife for the price of the chaparall and pay the difference out of pocket if the price is more. So I'm back to a delica again which was 17 dollars cheaper because knives direct from Spyderco jump way up in price that have the better steels I wanted like cts-xhp (chaparall cts-xhp $137, delica 4 vg-10 $120). It was a long nerve racking process (since I could not even get a response that my knife made it to the factory) but Spyderco did take care of me in the end. I just really wish the chap had a delica clip....would of been perfect!
    Last edited: Mar 23, 2019
    Kreyzhorse likes this.
  10. sgt1372

    sgt1372 Platinum Member Platinum Member

    Oct 16, 2018
    Glad it worked out for you in the end but not sure why the entire W&S department would be out "on vacation." Still poor comms IMO; any business should be able to do much better.
    extrastout likes this.
  11. BladeBill

    BladeBill Gold Member Gold Member

    Dec 18, 2018
    They only have two people doing repairs as per Kristi at Spyderco:

    When questioned why only two people, she responded:

  12. sgt1372

    sgt1372 Platinum Member Platinum Member

    Oct 16, 2018
    Ok but why were both W&R techs out "on vacation" at the same time resulting in the complete shut down of the shop?

    A very poor staffing decision IMO.

    I was an LEO Sgt responsible for staffing on various shifts and I would have lost my job, if ALL of the qualified personnel who were the ONLY staff personnel who could perform certain critical duties were out "on vacation" at the same time.
    Last edited: Mar 23, 2019
  13. sliceofaloha

    sliceofaloha Gold Member Gold Member

    Oct 4, 2018
    To be fair, they gave me their Spyderco list price as the basis for credit, so it was a wash for Spyderco vs. street price. Can’t wait to get my HatchetHawk.
  14. brownshoe

    brownshoe I support this site with my MIND

    Sep 6, 2002
    There's a big difference between staffing a "LEO" operation than a small knife company's warranty and repair shop. One is probably a critical service, the other...not so much.

    Earlier you indicated "There were short notes included w/the knives after I received them back but those notes did not help relieve any anxiety about the receipt and the condition of the knives before they were returned." It's best to save anxiety over knives for when you drop your Police tip down onto your foot and it penetrates 1"... :)
    BellaBlades likes this.
  15. Shaidar


    Aug 2, 2019
    Perhaps this is out of scope on this thread, but I've got the Chap for Christmas from my hubby (oh, how I LOVE my Spydy, such a beautiful knife! me and my whole family have been carrying spyderco blades for the last 20+ years, hands down even the dragonfly is the hardest working on a daily basis, super good looking bunch of knives!) and have discovered that the wire clip somehow got bent one day a few months back - as in it was sticking out from the knife 90 degrees - kind of jarring, although knife stayed in my pocket fine. I undid the screw and put it back in place, but the edges the wire sits in seem a little smeared. I have had it happen a few time since - and is mildly annoying but dealable. Problem is, yesterday I went for my knife only to discover the clip totally missing...arg!
    Here's my question:
    I know I can get a replacement clip (which I need to do regardless), but is it possible to send it in to Spyderco and have my handle fixed so that the edges where the wire seats is not (so) susceptible to causing the clip to continue to be 'pulled out' easily? I suppose I could send this question direct to them, but I know some of the Spydy peeps use this site/forum and am hoping for some feedback as to whether or not this seems like a good idea/worth the time? Perhaps others have had this happen and have suggestions on things I can try.
    Sounds like CS is generally really good (I haven't ever needed their customer service, but I've heard it's good...yet another reason I seriously Love my Spyderco-good CS is heard to find, especially these days and to have a reputation for such a thing says a lot about a company).
    Any thoughts on what to do, if I have more options Thanks
  16. Hologram

    Hologram Gold Member Gold Member

    Jul 3, 2019
    “They only have two people doing repairs
    It's important to note, staffing a department like W&R isn't a simple task. Our W&R team is highly skilled and meticulously trained to be able to manage a wide variety of requests and needs. It's not really a position you can just put anyone into. Beyond the technical skills and training, it takes a special kind of person to handle that position”

    I don’t get this... nobody is suggesting that they put “just anyone” into the position, but there must be hundreds, if not thousands of qualified people here at BF alone who would kill for that job. I’m sure if they really wanted to hire someone, all they’d have to do is spread the word and they’d be swamped with qualified applicants.

    Or maybe I just don’t understand the problem. :rolleyes:
    Last edited: Aug 2, 2019
  17. sharp_edge

    sharp_edge Gold Member Gold Member

    Jul 30, 2015
    Right. That explanation is awkward. Just say due to budget limit, we can only afford two workers on that position.
  18. brownshoe

    brownshoe I support this site with my MIND

    Sep 6, 2002
    Kristi told you why, not budget limitations, but a shortage of skilled trained labor that has the temperment to handle the squirrely, OCD, knifeknuts :). I believe her, since she's a proffessional who knows her job and is fair and honest.
  19. 4mer_FMF

    4mer_FMF Basic Member Basic Member

    Jun 9, 2016
    Hahaha, sounds about right! :p
  20. BellaBlades

    BellaBlades Gold Member Gold Member

    Jul 12, 2013
    I've had amazing experience with CS.

    Ive had multiple conversation's with them about old school models and even odd part requests over the past decade.

    Keep on trucking Spyderco.

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