Leatherman Warranty Experience—not good

coolhand68

coolhand68

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Sent in my Surge after scissors stopped working. The lock would not engage and spring for scissors would not activate. Got the mailing auto from their website. Three weeks later they send it back to me in a flimsy padded envelope. No note, no invoice and not fixed. Same as when I mailed it to them. I sent them them two emails and they have gone ignored. Now I have a LM Wingman with the same issue but I am not going to waste more time and postage sending it in. Leatherman just lost a Customer. From now on it’s Victorinox Swisstools for me.
 
shinyedges said:
CALL THEM.

I'll never understand why people are afraid to pick up a phone and speak to someone. They made a mistake and will likely bend over backwards to fix it. Criminy.
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This!
Sent knives into BM, Spydie, Pro Tech and ZT. Called each time, never had a problem and wound up speaking with some awesome people.
E mail seems like a bit of a shot in the dark.
 
shinyedges said:
CALL THEM.

I'll never understand why people are afraid to pick up a phone and speak to someone. They made a mistake and will likely bend over backwards to fix it. Criminy.
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Dude, stop giving bad advice. It's much better to send an email, that way it can be one of like, a million others. It totally won't be lost in the shuffle. LOL
 
Nothing wrong with sending an Email, but use all resources to contact them. Companies get a huge volume of Emails and it can take some time to get back to you if they do at all-depends on how much man power is dedicated to reading and answering them. If you call and can get a person, you will get some sort of answer.
Hardest part of the phone call is getting a human. When you do, be polite and firm, not angry. You will get better results.
 
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Slim278 said:
Did you not send a note indicating what the problem was along with the item?
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Yes I included a note along with the print out describing the problem.

I prefer email because it is easier and it gives me documentation that is set stamped. As opposed to a he said/she said phone call.

Like I said I emailed to two different departments at LM. If their customer support is so overwhelmed with returns for repair that speaks to their quality control in the first place. Why so many returns? I haven’t had an issue emailing other companies. Oh well, I’m sure they won’t miss my business since they are cranking out millions of multi tools each year.
 
I understand that you had a negative experience. LM has taken care of me several times and I really trust their product. Tim Leatherman genuinely cares about his customers. I have always had difficulty hearing back via email. However my tools always come back in proper order.
 
coolhand68 said:
Yes I included a note along with the print out describing the problem.

I prefer email because it is easier and it gives me documentation that is set stamped. As opposed to a he said/she said phone call.

Like I said I emailed to two different departments at LM. If their customer support is so overwhelmed with returns for repair that speaks to their quality control in the first place. Why so many returns? I haven’t had an issue emailing other companies. Oh well, I’m sure they won’t miss my business since they are cranking out millions of multi tools each year.
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I am curious as to how long ago the Emails were sent-did you allow enough time for a response? I use Emails, but not if I am in a hurry. It is not unusual for them to take a week or 2 for an answer, though I would prefer a day or 2.
I am not familiar with their warranty, but I wouldn't give up just yet. Proceed as you have time.
But that is up to you
 
Peter Hartwig said:
I am curious as to how long ago the Emails were sent-did you allow enough time for a response? I use Emails, but not if I am in a hurry. It is not unusual for them to take a week or 2 for an answer, though I would prefer a day or 2.
I am not familiar with their warranty, but I wouldn't give up just yet. Proceed as you have time.
But that is up to you
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September 18th was my last email to them. I will try calling them this week.
 
Something seems fishy to me. Did you send it to Leatherman USA? 99 times out of 100 they don't repair, they just send a replacement.
 
Yalius said:
Something seems fishy to me. Did you send it to Leatherman USA? 99 times out of 100 they don't repair, they just send a replacement.
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Yes I did. I filled out the form on their website and printed it out. Mailed it to Oregon. Received it back from them. Guess I am that 1 out of a 100 who didn’t get a repair or a replacement.
 
My experience with Leatherman CS was fantastic.

I bought a Skeletool for something like $12 at an REI garage sale about 5 years ago. It had been purchased and then returned to REI with the blade snapped off.

I packaged it up and sent it to Leatherman with a note explaining that I purchased the tool second hand, and that it came with the blade broken off. I offered to pay a reasonable fee to have it replaced, or to have it returned to me in current condition if they couldn't do that.
I didn't hear back from them until 2 weeks later when it showed up packaged nicely at my door with a brand new blade and an invoice showing blade replacement and a balance of zero.

They earned a customer for life. The whole knife, including shipping for CS cost under $20, and I still use the hell out of it today.
 
Quiet said:
Forced to agree. I don't even know where my Swisstool is at right now, but my Charge Ti goes everywhere with me.
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Yeah man. S30v blade opening one handed. It’s quality through and through. I love Victorinox, but not so much their multitools. I have many SAK’s which to me is their forte.
 
Pilsner said:
Yeah man. S30v blade opening one handed. It’s quality through and through. I love Victorinox, but not so much their multitools. I have many SAK’s which to me is their forte.
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I'm right there with you. The Victorinox multi-tools just always seem like their design was a situation where a novice looked at another company's better product and did their best to make their own version of it. Leatherman tools just blow every Victorinox I've ever own, held, or even seen out of the water. I mean, even my Leatherman 300 looked down its plyers "nose" at my Swisstool. "Who's this guy?"

Victorinox already makes a great pocket tool in their SAKs. They should stick to that.
 
Pilsner said:
Comparing a Swisstool and a Charge Ti I would seriously beg to differ. I have both.
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Could be, I am comparing it to my old leatherman wave (which is substantially better than the current version of the wave)
 
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