Leatherman warranty Fiasco

[cyclingLymie]

So I sent my 20 year old Leatherman PST into Leatherman for warranty repair. I used hard cardboard envelope purchased at the US Post Office. the PST it self was wrapped in bubble wrap and tapped. No sharp corners to rip envelope. This was mailed from Ohio to Leatherman Oregon Dec 14th 2015, Jan 7th 2016 I received the Envelope back with a refused return to sender sticker on it.
EMPTY!!!!!!

Oh yeah I am mad!


Apparently, according to the Leatherman lady on the phone. Theft increases during the holiday season and many packages showing up at Leatherman are empty. Leatherman returns these packages and the sender can file a claim with USPS. WTF!!!!!!
I argue that..... No, If the package showed up Empty then why would Leatherman or the post office hold onto it for 3 weeks? IMO Leatherman is defaulting these losses for the USPS to pick up the tab on. Which we will all pay for in the end anyways as a Government service. Our cost goes up. The package was intentionally opened as can be seen in the Pictures.

In my opinion, Leatherman is stealing from us, and stealing from the government. They don't pay return shipping, and they pass the warranty cost/loss back to the USPS to pay. It needs investigated and shut down. In the mean time I will never buy another Leatherman, and I will bad mouth Leatherman until the day I die.

I sent my PST in on warranty due to a video on Leatherman warranty by the LastboyScout on Youtube.

anyways Explicit explicit explicit Leatherman. This is BS.

 

[Danke42]

I don't think you could be more wrong.

3 weeks back and forth during the holidays from Portland OR to New Carlisle OH is expected.

As for theft, yes it happens and they have a well know system to address it by placing a claim.

 

[znapschatz]

I read your post on Facebook. I'm not convinced that sinister motives of Leatherman is the only possible explanation for the missing PST. You are right that it was stolen out of the package, but that could have happened at whatever postal facilities it went through, or who knows where else. But in any case, the package had been refused, meaning it was never in Leatherman's hands.
Another issue: although I can't blame you for being majorly POed, your language on Facebook is not of the problem solving kind. Leatherman has been known in the past to accommodate customers beyond their legal and business obligations. Naughty words may have helped you blow off steam, but if Leatherman is blameless, slams that door shut. Be angry, but be smart.

 

[theobetts]

You are making many assumptions. Always ship in a box.

 

[znapschatz]

You are making many assumptions. Always ship in a box.

Good point. Recently I received a knife packaged in a bubble lined envelope which had split partly open with the knife still in it but visible. No harm done, but definitely a cautionary.

 

[cyclingLymie]

I don't think you could be more wrong.

3 weeks back and forth during the holidays from Portland OR to New Carlisle OH is expected.

As for theft, yes it happens and they have a well know system to address it by placing a claim.

a claim paid by who, the USPS? or Leatherman?

Leatherman is going to throw away your broken tool anyways. So some dumb smuck at the Post office leading to Leatherman keeps repeatedly stealing broken tools?
wtf good is a broken tool?

No the only people that gain here is Leatherman. The people that lose are USPS, you, and I.

If the problem has been repeated enough to have a "well know system to address it"..... the problem hasn't been solved. IMO The US Postal Service needs to start an investigation against Leatherman for fraud.

As for My tool and Leatherman, Piss on it. This is now about bad mouthing Leatherman, not recovering a tool that needed replaced anyways. btw why did it need replaced, it sucked. Oh the irony. A sucky tool by a sucky company, with sucky business practices. with apparently a suck up fan club. LOL <W&C Use Only>

 

[Karda]

a claim paid by who, the USPS? or Leatherman?

Leatherman is going to throw away your broken tool anyways. So some dumb smuck at the Post office leading to Leatherman keeps repeatedly stealing broken tools?
wtf good is a broken tool?

No the only people that gain here is Leatherman. The people that lose are USPS, you, and I.

If the problem has been repeated enough to have a "well know system to address it"..... the problem hasn't been solved. IMO The US Postal Service needs to start an investigation against Leatherman for fraud.

As for My tool and Leatherman, Piss on it. This is now about bad mouthing Leatherman, not recovering a tool that needed replaced anyways. btw why did it need replaced, it sucked. Oh the irony. A sucky tool by a sucky company, with sucky business practices. with apparently a suck up fan club. LOL <W&C Use Only>

One must ask themselves....what could leatherman possibly gain by stealing a customers broken knife?
To fix and resell? Highly doubtful.

A more likely scenario is that the very,very poor packaging practices of this member directly caused the loss of his knife in the automated sorting machines of USPS. Never, ever, ship a knife in an envelope. There are plenty of boxes and packaging material to be had for free in this world and tape isn't expensive...use it liberally.

Leatherman took the correct action by refusing the parcel and returning to sender. This way it is documented as being received empty and the OP can start the claims process with USPS. So leatherman actually properly serviced this member as any business should.

 

[chris0827]

Is this for real, LOL? This company has been around for A LONG time and has a stellar rep in the industry.

Due to the tone of the original post, the tone of the Facebook post and the inability of the OP to put together a complete sentence I'm not exactly feeling a high level of sympathy here...

 

[AdamFuzzyballs]

a claim paid by who, the USPS? or Leatherman?

Leatherman is going to throw away your broken tool anyways. So some dumb smuck at the Post office leading to Leatherman keeps repeatedly stealing broken tools?
wtf good is a broken tool?

No the only people that gain here is Leatherman. The people that lose are USPS, you, and I.

If the problem has been repeated enough to have a "well know system to address it"..... the problem hasn't been solved. IMO The US Postal Service needs to start an investigation against Leatherman for fraud.

As for My tool and Leatherman, Piss on it. This is now about bad mouthing Leatherman, not recovering a tool that needed replaced anyways. btw why did it need replaced, it sucked. Oh the irony. A sucky tool by a sucky company, with sucky business practices. with apparently a suck up fan club. LOL <W&C Use Only>

It sucked so bad that you had it for 20 years? And wow, your first two posts are badmouthing a company with an extremely loyal following with little to no evidence. Off to a great start:thumbdn:

 

[Danke42]

a claim paid by who, the USPS? or Leatherman?

Leatherman is going to throw away your broken tool anyways. So some dumb smuck at the Post office leading to Leatherman keeps repeatedly stealing broken tools?
wtf good is a broken tool?

No the only people that gain here is Leatherman. The people that lose are USPS, you, and I.

If the problem has been repeated enough to have a "well know system to address it"..... the problem hasn't been solved. IMO The US Postal Service needs to start an investigation against Leatherman for fraud.

As for My tool and Leatherman, Piss on it. This is now about bad mouthing Leatherman, not recovering a tool that needed replaced anyways. btw why did it need replaced, it sucked. Oh the irony. A sucky tool by a sucky company, with sucky business practices. with apparently a suck up fan club. LOL <W&C Use Only>

Like Karda noted packages and envelopes travel through mechanical hubs at they cross the country. The machinery in those hubs isn't gentle and a hard metal object in a paper envelope can often get torn open.

The carrier; USPS is responsible for that and they bear the onus of the claim. You the shipper bear the onus of submitting that claim.

It does sound like you've won out, as long as you properly insured the package you'll see a cheque in the mail. If it had made it to the factory you'd be faced with another one of those awful awful Leatherman tools.

 

[Firestrike]

OP is hitting the ignore list, Leatherman Warranty is Top-notch......

I would say more on the tone of the OP, however I will simply click ignore now.

 

[cyclingLymie]

One must ask themselves....what could leatherman possibly gain by stealing a customers broken knife?
To fix and resell? Highly doubtful.

A more likely scenario is that the very,very poor packaging practices of this member directly caused the loss of his knife in the automated sorting machines of USPS. Never, ever, ship a knife in an envelope. There are plenty of boxes and packaging material to be had for free in this world and tape isn't expensive...use it liberally.

Leatherman took the correct action by refusing the parcel and returning to sender. This way it is documented as being received empty and the OP can start the claims process with USPS. So Latherman actually properly serviced this member as any business should.

Gain? If Leatherman opens and tosses about 300+ broken tools a year, they gain 300 x the cost of replacement tools. Apparently they have a well known Issue with receiving empty packages, yet they do not address this on their website. They just pass this cost to USPS. That is not stand up.

Poor packaging? apparently some useful tools have no idea how those envelopes open. It was intentionally opened by a human, not a sorting machine. Obviously.

 

[ElConquistador]

I've had great luck with Leatherman's warranty service. I sent in two multi tools once, a well used Wave and another Leatherman that I literally found in a plowed field. The Wave had a broken knife blade. The found one had been seriously used and abused by it's prior owner then lost in the field for who knows how many seasons before it was tilled up to the top again. Both were replace with the latest model.

So to answer your question: A broken Leatherman is as good as a new one since it can be sent in and fixed/replaced.

I would say your beef is with the USPS not with Leatherman.

 

[znapschatz]

wtf good is a broken tool?

A broken tool is good for sending to Leatherman for a replacement, which has value,
but only if it is packed securely. BTW, was the package insured?

 

[Karda]

Gain? If Leatherman opens and tosses about 300+ broken tools a year, they gain 300 x the cost of replacement tools. Apparently they have a well known Issue with receiving empty packages, yet they do not address this on their website. They just pass this cost to USPS. That is not stand up.

Poor packaging? apparently some useful tools have no idea how those envelopes open. It was intentionally opened by a human, not a sorting machine. Obviously.

You can stop with the insults. Its childish.

Yes, poor packaging...which is your responsibility.
It is well documented on this site about how to properly ship packages that will reach their destination in good shape.
Had you at least used enough tape to secure the edges and ends, your parcel may not have been opened by the sorting machine. Had you used an actual box taped similarly, your item most likely would have made it unharmed. Your fault. Not Leathermans or USPS's. Sorry it's not what you want to hear....but it's the truth.

You need to file the claim. Unless, of course, you didn't insure....which is again, not Leathermans or USPS's fault.

 

[cyclingLymie]

You can stop with the insults. Its childish.

yet you ignore the insults in post #8? If the forum wants to dish the insults, then the forum can receive them. I insulted Leatherman, not a user. If you insult me, I can insult back, if you find that childish, then don't start it.

Again, the package wasn't opened by a sorting machine.

 

[cyclingLymie]

Local Post office agrees that it wasn't the sorting machines.

 

[Karda]

yet you ignore the insults in post #8? If the forum wants to dish the insults, then the forum can receive them. I insulted Leatherman, not a user. If you insult me, I can insult back, if you find that childish, then don't start it.

Again, the package wasn't opened by a sorting machine.

Did I insult you? No. And I'd appreciate it if you'd reciprocate.

You know it wasn't opened by the sorting machine how?

 

[cyclingLymie]

Local post office postmasters opinion.


Or you could resort to reading ^

Actually the lack of reading implies that one is not here to debate, or discuss. Rather to tell..... IF you wish to discuss, then start reading. Until then, it's apparent to me you are not here to discuss. <W&C Use Only>

 

[Danke42]

Not to be argumentative but the word postmaster only seems to appear in the post just above.

Is it on the page and just not visible?