lm's customer service

[jim guy]

im not happy with their customer service. I ruined the serrations on my bo surge so i called them to see if i could  buy a new blade. The lady said send it in but she said warranty most likley wont cover it. I know that, i told her it was my fault. I also told her i use it every day her response was wait till i go on vacation to send it in WTF!? All the more reason to carry my sogs.

[Mr. Whippy]

Sorry to hear you're not happy with Leatherman.

They (LM) has a policy of only selling complete tools (except the saw/file blades for Surge and bits).  It's their business model.  Their warranty coverage is very generous in general. 

But it sounds like for you, it doesn't work well. 

[jim guy]

yeah i have a new surge with a screwed up blade. Its not a warranty issue so what do i do?

[Gareth]

Unfortunately I can see why they won't do it.  If they sent you the blade to install yourself and you mucked it up and got hurt, would they then be liable? TBH I don't know but I suspect they don't want to find out either.

[cerbera147]

If you send it in and they fix but not under warranty you'll have to pay. Is this a desirable outcome?

I also told her i use it every day her response was wait till i go on vacation to send it in WTF!?

I'm sure Tim Leatherman wouldn't be happy to read that 

Didn't the concept come from his trip / vacation around Europe 

[jim guy]

i bet Mr Leatherman would send me a new blade.

[ratslash7]

Sounds to me like they are willing to help you out if you send the tool to them. I'd be willing to bet if you send it in they will replace your blade and I wouldn't be surprised if they didn't charge you.

But you've got to send it in. That's just how it works.

[sjdep97]

I did the same thing. Wiped out a blade so bad I couldn't sharpen it anymore. Sent it in and they sent me a new tool! Send it in and give them a chance!

[cncguy]

I'll echo the responses of the other members. Give them a chance and send it in. I have never heard of leatherman refusing anyone warranty when they send their tool in. (for any reason) But they do not ship out parts.

[Dunc]

Sorry but I don't think Leatherman is being unreasonable . The Lady said wait until your vacation because you said you needed it everyday . They don't send out parts its their policy and they already said if you send it in they will make it right . If you broke the screen on your TV you wouldn't expect Sony to send you a new screen would you ?
  Maybe Sog would suit you better , its worth thinking about  

Dunc

[Medic82]

One of the things that I love about SOG is that you can replace the tools yourself if you brake it, I had broken the tip of my Philips in my Paratool and I sent SOG a mail and they sent me a new one. When one of the drivers broke on my ST 300 I had to send it in and they had to send it back to me again.

For me I would have preferred to change it myself, most likely everyone on this forum would like to do that also, but I can understand why LM does what they do.

[Gareth]

Every cloud has a silver lining though, what better reason do you need to buy another tool to act as a stand-in while the Surge is away?

[DaveK]

Leatherman don't supply replacement parts - never have. In fact, they've gone to an awful lot of trouble to ensure customers can't do their own repairs by designing their own bespoke knurled fittings etc.

Can't see an issue with Customer Service there - but I can see why you might prefer a SOG Jim

[jim guy]

oh im sending it in, its brand new. I had a problem with a remington 870 barrel before right in the middle of duck season they sent me a new barrel. Even paid shipping back on the old one.

[Magnus]

They don't send out parts its their policy

So hiding behind policy makes it right?

[jim guy]

i dont have any problems sending it back, just thought i would try to get a new blade. Would be nice not to be without my surge for a few weeks. Oh well ill break out my new bo st300.

[Zack]

I wouldn't say its hiding behind their policy, more of covering there own butt. All companies have a SOP that they have to follow.  There might be some wiggle room, but as a whole its there to give the customer the best possible outcome while limiting the liability of the company.  Jim sends the tool in...they fix it, and send it back, or send a new tool completely.

[Dunc]

They don't send out parts its their policy

So hiding behind policy makes it right?

No but if you broke the tool or injured yourself installing the blade then what ?

[Magnus]

They don't send out parts its their policy

So hiding behind policy makes it right?

No but if you broke the tool or injured yourself installing the blade then what ?

then (the metaphorical) you is an idiot.  

in seriousness, SOG do it, so why can't LM?  

[Dunc]

They don't send out parts its their policy

So hiding behind policy makes it right?

No but if you broke the tool or injured yourself installing the blade then what ?

then (the metaphorical) you is an idiot.  

in seriousness, SOG do it, so why can't LM?  

I suppose LM want to make sure the job is done correctly to their standards .Don't forget we have already seen SOG trying to charge people for replacement broken parts when it should be covered by Warrenty . The grass isnt always greener .

[DaveK]

It's not a question of hiding at all.

Leatherman have one of the best acknowledged warranty (which this isn't remember) and general CS reputations going.

Their entire "warranty and repair" business model is based upon there being no user replaceable parts - I can't see who's hiding behind what in there tbh  There's a good chance, based on what you read on here that they would affect Jim's repair without charge anyway, they often do non warranty work as a gesture that's great CS in my book!

As for "Why don't LM do what SOG do"? Replacing the highly superior serrated blade on a Surge, given

 - the complexity the OHO / locking mechanism(s);
 - the neeed for correct placement of critical washers;
 - the need to correctly tension the the plier heads etc

makes it a very different exercise than replacing a SOG blade, and I would suggest beyond the means of most people. I can do it, but I've practised loads and loads, but don't underestimate how intricate these things are. That goes for just about any LM model, even the old PST! You definitely do not need to be an idiot to stuff up servicing a LM - you could simply drop a washer and you're screwed unless you have a reference tool or experience to refer to.

Misplacing a washer can ruin your tool / make it dangerous, but the intricacies and design make a properly assembled LM blade rock-solid compared to SOG, and afford more reliable opening and closing, locking and function. The price you pay for the superior performance is that you have to return to base to fix things See also Victorinox, Gerber etc...

[ratslash7]

Leatherman has a great reputation as far as warranty issues go. I can't think of another item I own that I could throw off the roof of a 10 story building, send it back to the manufacturer and they would fix it or replace it. No questions asked.

[Mike, Lord of the Spammers!]

Snap the blade off, then send it in

[AHB]

I sent in a Charge TI with a little nick missing from the wirecutter (Click..) and they replaced plierhead and blades making it a TTI.. (Click)

Can't beat that kind of service..   

[jim guy]

i do have enough comon sense to take a surge apart and put it back together

[Dunc]

i do have enough comon sense to take a surge apart and put it back together

But Leatherman doesnt know that

[Pacu]

i do have enough comon sense to take a surge apart and put it back together

There are alot of dumb ass people out there that dont. The same people that text while driving, sue Mcdonalds for hot coffee, dry their hair with the hairdryer in the shower

[jim guy]

aint that a fact i see it every day!

[DaveK]

i do have enough comon sense to take a surge apart and put it back together

Not being funny or anything Jim, but you own multiple Leatherman tools and are a regular contributor to a multitool website!

Your average Leatherman customer probably ain't going to be as clued up as us lot.

[ryan1835]

Leatherman don't supply replacement parts - never have. In fact, they've gone to an awful lot of trouble to ensure customers can't do their own repairs by designing their own bespoke knurled fittings etc.

Can't see an issue with Customer Service there - but I can see why you might prefer a SOG Jim

theres always some who get there hands on the kit though