New charge with flaw???

Dunc · **Reply #30 on:** February 08, 2011, 01:30:38 PM

I have a SideClip with a flat driver they forgot to grind down .

Top-Gear-24 · **Reply #31 on:** February 08, 2011, 09:22:37 PM

This evening I send an E-mail to the internet store where I ordered this Charge, just to explain the problem (also send them a picture) and to ask them their procedure for these kind of situations, just so I know all my options before I make a decision.

I'll let you guys now their response once they answer my mail, to be continued ...

Top-Gear-24 · **Reply #32 on:** February 24, 2011, 09:43:11 PM

Here's an update on the situation ...

On February 08, I sent an e-mail to the internet store where I bought the Charge TTi, and till now, I still haven't heard anything from them, I even sent the same e-mail again 2 days ago (with the comment that maybe they missed my previous message), but still ... nothing.

But, on February 10 I sent an e-mail to Leatherman USA, to explain the situation and report the flaw. The day after I received an answer from a very friendly lady called Rachele Avolio (= International Sales and Marketing Coordinator ), saying the following:

Quote

"I am sorry to hear about the Charge TTi you just received with the incorrect rulers on the handles. I have forwarded your email on to our Quality Assurance Department so they are informed.

I hope you will hear back soon from your internet store where you purchased this tool. Please do let us know if there is anything we can do to help. "

So, a few weeks passed and I still hadn't heard anything from the internet shop, so I let Rachele Avolio know that there wasn't any progress, and now she replied:

Quote

"Thank you for including the link. I will pass on to both the distributor in Netherlands and our International Sales Director your experience with them.

Again, if for any reason you need to get your tool fixed, or decide that you no longer want a “limited edition” we can help you here, or help you get in contact with our distributor in Belgium (Hombel) who would also be happy to help."

I had told here that I didn't even wanted the internet-store to replace the tool, because I even thought of it a bit as a "limited edition" (that's why she called it "limited edition" in her mail) but that I at least expected a discount on my next purchase, or a free t-shirt or something ... And the next thing she offered to send me a free t-shirt for my trouble, and she also contacted the Belgian importer to explain my problem and to tell them that, if I contacted them, they should replace my tool for a flawless Charge TTi

.

So I just sent an e-mail to the Belgian importer to see how they would do the exchange, hopefully they respond just as quick as the nice lady from Leatherman USA.

So I must say, costumer service at Leatherman USA =

I will keep you guys posted

.

P.S. Only thing on my mind right now is " should I keep my Charge TTi with the ruler flaw (because it's pretty unique), or should I get a flawless Charge TTi ?" But I think I'm going to make a new topic on that with a poll, that way I can see how the majority here feels about this.

New topic (couldn't make a poll ?) : http://forum.multitool.org/index.php/topic,26164.0.html