I’m creating this post because at this point I don’t know what to do.
I need to send three separate Spyderco products for warranty repair service (Siren, Sustain due to the sheath & a Pacific Salt LC200N). The problem is Spyderco does not answer the warranty repair line or give any calls back after messages are left. I did speak to a very nice lady, when I pressed zero for operator but she understandably could not answer my warranty repair questions. Today I left a fourth message and still no word from Spyderco.
What is going on?
Does anyone have any suggestions?
Hopefully someone from Spyderco will see this and help with this situation.
40 Spyderco knives in 11 different steels,
1 Byrd and 30 “others”
I sent the Spyderco Warranty Repair Department a message through the Spyderco website asking to swap out my defective Siren for a Waterway three weeks ago (this was before I knew a Siren fix was so close), and haven't heard a peep back from them. When I called, I was told that the warranty department is taking six to eight weeks just to respond to emails.
These feedbacks are indicative of a poorly handled customer service. Hopefully it's temporary, bu regardless it's definitely not up to Spyderco's standards.
If the staff happens to be overworked, then the website should at the very least warn customers not to give calls and to expect X days/weeks delays for their emails to be answered. Never leave your customers in the dark, that's the worst thing you could do.
I’m not trying to make excuses for this problem , it could be possible a staffing issue due to health concerns that we are very well aware of . I don’t have the best patience myself , hopefully there is a reasonable answer to this problem MG2
MNOSD 0002 / Do more than is required of you . Patton
Nothing makes earth so spacious as to have friends at a distance; they make the latitudes and longitudes.
Henry David Thoreau
I know from a few replies In the past that apparently Customer Service is understaffed and they are training new staff. Not that this makes it okay not to answer your calls but it's apparently hard to find trained C.S. staff or they are overwhelmed with problems in the last months.
It looks like Charlynn is head of this department so maybe you can send an e-mail to her?
Every workplace I have been in, or heard of, is stretched thin after the past 2 years. Everyone is at least a bit burnt out. This goes double for public-facing jobs. I'm not surprised they're behind.
I have a new PM3 I'd like to warranty, but I'll wait a few weeks.
I am in the same boat. Ended up with one of the defective Sirens. Email with no response about a week ago. I was going to start emailing every Monday until I get a response.
A question to my fellow Aussies on this forum (and anybody else with good info) :-)
If you have had a warranty problem, how have you got it solved ?
Sent back to US or a distributor here in Australia ?
Thanks in advance.
BTW, I have a fairly extensive Spydie collection, but never had a warranty issue.
