Leatherman did me right!!

yans · Nov 21, 2005

I gotta say he has his act together. I broke my old wave 3 weeks ago after recieving my new Surge. So I decided to send it in. I wrote a note saying exactly how it broke. It was my own fauld not defective materials. (I was using the plier tips to chip concrete off my cement mixer at work.)

I told them that I understand that it is not covered under warrenty and if they choose to charge for it let me know, or not to just send it back.

About 1 week ago I get a email from ups tracking a package from Leatherman and today they delivered a brand new Wave

Now reading on this forum people have stated that they are sending refrebs and that they also have a stamp on them under the blades. Welll that is not true. This wave was never used, never stamped, and it is bright and shiny!

So for all you guys that have busted the tips off the pliers send em in, they will send ya a new tool.

shpshooter · Nov 21, 2005

Leatherman has always had excellent customer service. Tim Leatherman himself is a real standup guy too. Some may not like his political affiliation in the last election, but he has done a lot of other great stuff behind the scenes. He personally gave me a free brand new (well, at the time it was, it's an old style) Leatherman Wave. He really is a great guy.

cabron50 · Nov 24, 2005

You gotta love that kind of service. It's a far cry from what I recently experienced with a certain company that makes $300 Gore-Tex jackets that carry a lifetime warranty. I had a jacket that had gotten mildew stains. It wasn't abused, just used. I used to live in the mountains of Guatemala and wore it every day during the rainy season. Sometimes it would stay wet for a few days at a time due to 100% humidity and no dryer for 50 miles. I sent it back to them expecting at least an offer to buy a new one at a discount. All I got was the moldy jacket back with a letter that said "damage not covered by warranty :grumpy: .

Derf · Dec 15, 2005

I snapped the serrated blade on my Charge carving a pumpkin. It was probably my fault. They sent me a new Charge. I can see no reason that it could be a referb. Every part is shiny and looks new. I also e-mailed the about the fact the leather sheath was less than 1 year old and had been glued once and now the stiching was falling out. They said they normally do not warrenty the sheath but since it was less than 1 year old they would replace it. They even gave me the choice of leather or nylon. I was never impressed with the leather. It is heavy and stiff, so they sent me a nylon one and i like it much better. I think you would have to look hard to find customer service like that.

dogrobber · Dec 15, 2005

So far all three of the knives I sent in were replaced, twice so far each, with one of the original handles and one different older handle. All broken blades were replaced with new ones. Any unbroken components was reinstalled. Nothing wrong with that. It is fixed.

josekym · Dec 15, 2005

dogrobber said:
So far all three of the knives I sent in were replaced, twice so far each, with one of the original handles and one different older handle. All broken blades were replaced with new ones. Any unbroken components was reinstalled. Nothing wrong with that. It is fixed.

dogrobber,

Are you referring to the new Leatherman knives? You broke some already? =)

GIRLYmann · Dec 16, 2005

I guess i must have been pretty lucky so far as I never did get a tool break on me. However I did once manage to get a fractured handle on an original Leatherman Tool near the pivot of the plierhead. As the store I bought it from then no longer carried the Leatheman line, they nevertheless were kind enough to exchange a brand new one from their remaining stocks. This was due in part to the 25 year warranty that came with buying a Leatherman. Don't know if they had that one sent back to "Tim's Toystore" though.

I even heard of another dude who went back to a big time retailer who sold him a SuperLeatherman with develop some problems. They asked him for his original receipt which of course he didn't have as he had lost it whilst doing the laundry in the washing machine months ago. BIG PROBLEM for my man. So he went to a rival retailer whose Manager promptly just switch his for a new one. No explanation needed! Man, that was one lucky dude.

dogrobber · Dec 16, 2005

I still use two older waves, two old supertools and a pst. I am drooling on the new top end stuff and biding my time looking for a sale. I mainly kill screwdrivers, dulled the saws that sort. One knife blade broke on me.

Tango44 · Dec 16, 2005

cabron50 said:
You gotta love that kind of service. It's a far cry from what I recently experienced with a certain company that makes $300 Gore-Tex jackets that carry a lifetime warranty. I had a jacket that had gotten mildew stains. It wasn't abused, just used. I used to live in the mountains of Guatemala and wore it every day during the rainy season. Sometimes it would stay wet for a few days at a time due to 100% humidity and no dryer for 50 miles. I sent it back to them expecting at least an offer to buy a new one at a discount. All I got was the moldy jacket back with a letter that said "damage not covered by warranty :grumpy: .

Hey, Cabron!!!
Where exactly you lived in Guatemala, how was your experience there??

Tango44 · Dec 16, 2005

Tango44 said:
Hey, Cabron!!!
Where exactly you lived in Guatemala, how was your experience there?? Did you ever made a warranty claim from Guatemala to Leatherman, they are giving me a hard time with my Charge.

LSkylizard · Dec 18, 2005

Aside from them having good CS and being a generally good company overall, the following may be why:

Leatherman said:
...The warranty does not cover abuse, alteration, unauthorized, or unreasonable use...
Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so above exclusions may not apply to you...

It is reassuring to hear they treat you right and stand behind their products.

cabron50 · Dec 20, 2005

Tango, I lived in San Bartolo Aguas Calientes and Totonicapan both of which are located in the department of Totonicapan. I lived in each town for one year and had a truly wonderful experience. I damaged the small screwdriver on my Leatherman PST while I was in Guatemala but waited until I returned to the States to send it in. It was promptly replaced.