All, in review of some of the comments I should clarify that they did not send me a new wave. They sent me a 2006 handle set with plier head. Not new.Now, I called them this morning and the gentlemen I talked to later forwarded me an email from the warranty dept manager explaining it would be impossible to find my handles. They expressed their sincere apologies. The gentlemen followed that email up,with an offer to allow me to use his Friends and Family discount on the purchase of a new tool. I appreciate his kind consideration as obviously this came from him personally. Leatherman made no other offers of any sort, short of their offer of condolences re: the history of the tool...... Sent from my iPad using Tapatalk
Quote from: s2mason on September 20, 2014, 02:15:40 AMAll, in review of some of the comments I should clarify that they did not send me a new wave. They sent me a 2006 handle set with plier head. Not new.Now, I called them this morning and the gentlemen I talked to later forwarded me an email from the warranty dept manager explaining it would be impossible to find my handles. They expressed their sincere apologies. The gentlemen followed that email up,with an offer to allow me to use his Friends and Family discount on the purchase of a new tool. I appreciate his kind consideration as obviously this came from him personally. Leatherman made no other offers of any sort, short of their offer of condolences re: the history of the tool...... Sent from my iPad using TapatalkWell that sucks. While it is very nice of him to offer the friends and family discount I see it like this. Let me offer you a discount off the MSRP price which is well over actual price you will find them for to make the company money that just screwed you over. If you plan on buying any more Leathermans then I would possibly take him up on the offer if it was worth it. Did he say how much the discount was? I would go higher up in the chain if I were you. Your tool is long gone now, but I would still go higher to express your dissatisfaction with their mistake.
Honestly, the more I think about this, the madder I get about their response to the situation.
"Leatherman" offered nothing other than condolences. A Leatherman employee offered his own F&F discount out of kindness and generosity, and perhaps out of some embarrassment for the response given by his employer. I realize that my tool will not be returned because of their egregious error, however their response to the situation was entirely inadequate. Nothing can replace that tool, but as a manager I would have offered my customer a tool, any tool, of their choice. Honestly, the more I think about this, the madder I get about their response to the situation. Saying sorry and expecting a customer to accept that along with an refurb substitute is not an acceptable response. Sent from my iPad using Tapatalk
The company and the people in the warranty department have acknowledged the error, apologized, and offered a new tool at a significant discount in addition to the refurbished Wave that was already sent. (sending refurbished tools as warranty replacement is a standard operating procedure for non-sentimental tools.) what good is going to come from making more of a fuss over this?