Gerber Warranty: Fend For Yourself

[JNieporte]

I used Gerber's contact e-mail for this minor issue. One of my new Dimes came without the tweezers. I filled out the form and got a notification that a package was shipped to me. Great, right? They threw some tweezers in a bag and sent them out. The package arrived today to reveal...
-Three 2-1/2" by 3-1/2" window decals with the orange "tactical" shield and
-One larger window decal with the Gerber logo and the familiar "FEND FOR YOURSELF" on it.

Is this a joke? Did somebody forget to throw in the tweezers?
 

[AimlessWanderer]

 

Have you been back onto them yet?

I had a classic  once with Wenger's warranty dept. They despatched a replacement bit driver and bits for my Swissgrip .... in an UNSEALED envelope. Miraculously the envelope reached me in the UK with the contents actually still inside 

[JNieporte]

Just sent them another e-mail. Hopefully they'll send me some different window decals this time 

[Gareth]

Oops. Gerber do have an excellent rep as far as customer service goes, so I'm guessing this was a simple mistake.

[enki_ck]

[cbl51]

I sent in a Gerber LST once that I had broken abusing it out in the field because I ddn't have another tool to pry with. It actually got the job done, but was trashed, and I was actually very surprised at  how much ti took before it caved. I sent a letter with it, praising it, and telling them that I had already bought a new one at a local sports store to replace it, and didn't expect them to replace it. . I stated in my letter that they should be proud of making such a rugged little knife and The only reason I sent it back was  so they could examine how well the materials held up under abusive use.

To my surprise they did send me a new one. I passed the new one along in a giveaway. Very stand up company. I like Gerber knives.

[Freaver]

I've actually been in contact with them today, regarding a new plierhead for my MP600. Without any evidence of me even having a single Gerber-tool, they offered to ship out a new plierhead, even though I was very specific, as to which plierhead I wanted.
I'm really surprised, that they're so - for lack of a better word - cooperative, when it comes to warranty-issues.

Reading this, however, I'll be anxious to see what's really in the package, when it arrives... 

[Ashley]

:ROFL:

[Freaver]

And it has arrived. 10 days from USA to Denmark, for free - I'd say that is more than acceptable.
However... I'm not sure whether they messed up or of my knowledge is lacking. I got a bluntnose plierhead, with replaceable carbide cutters in BO - don't they make them in SS as well?

[lowtech]

The cutters are always the same - They look dark, nearly black. I guess it is teh "raw finish" after hardening them correctly.

[Freaver]

The cutters are always the same - They look dark, nearly black. I guess it is teh "raw finish" after hardening them correctly.

If it were just the cutters, I'd understand it, but it's the whole plierhead...
Not that it matters much to me, as the different plierhead just helps gives the tool more history, but if it was an item of sentimental value, you'd might prefer getting the right color.

[lowtech]

Sorry, I misread that. but still, not much to complain about for a free plier head.

[zoidberg]

The cutters are always the same - They look dark, nearly black. I guess it is teh "raw finish" after hardening them correctly.

If it were just the cutters, I'd understand it, but it's the whole plierhead...
Not that it matters much to me, as the different plierhead just helps gives the tool more history, but if it was an item of sentimental value, you'd might prefer getting the right color.

What was wrong with the original plier head? 

[Freaver]

The old one would stuck when closed, so I'd have to use two hands when opening it and the tip were misaligned.

[Freaver]

Sorry, I misread that. but still, not much to complain about for a free plier head.

You're right and I don't mean to complain. I just find it curious, that something like that had happened more than once.
Other than that, I'm very happy about their customer service. I actually wrote to them to ask if I could buy a separate plierhead - next thing I know, their warranty department is asking for my address. Superb service.

[zoidberg]

The old one would stuck when closed, so I'd have to use two hands when opening it and the tip were misaligned.

Right. Well, now we have colour matching MP600s. 

[PTRSAK]

The old one would stuck when closed, so I'd have to use two hands when opening it and the tip were misaligned.

Right. Well, now we have colour matching MP600s. 

Nothing wrong with the two-tone look...

[Gareth]

I actually really like the two-tone look, works well with the black locking tabs IMO.