Gerber Warranty

[Grathr]

Two months ago a sent my Crusial with a broken flat driver (must have been a material flaw, since I didn't use much force when it broke) ,  and a new BG pocket tool with so hard springs  that I had to use pliers to open it up, to Gerber for warranty repair.
The Crusial had seen quite a lot of use, and the paint was almost gone.

Today i got a brand new Crusial and BG Pocket tool in the mail. (they had actually FedExed them and they had atempted to deliver them at my door while I was at work yesterday!)
I had honestly not expected them to send me a brand new Crusial, since my old one was pretty worn. I would have thought that they would either repair the old one, or send me a refurbished preowned tool to replace it.

Gerber seems to really stand behind their warranty! 

[Frankctz]

agree, gerber has a very good warranty service....

[Hypnos3510]

Yeah, Gerber is good like that, I sent in my evo tool in only to get a brand new ripstop. When that broke a week later trying to open a beer they sent me another brand new evo, which now is in my girlfriend's car and acts as a backup tool. But both times they sent me a brand new tool with a sheath no questions asked.

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[captain spaulding]

Gerbers warranty is amazing.  I honestly believe it is easier and possibly more cost efficient to just send you a new tool.  No complaints here. 

[lowtech]

While discussing Gerbers warranty, let me lead this thread a bit OT here on my own behalf:

I did buy a secondhand Gerber Strata. I have only played around a bit and found it to be dirty and dull. As the plier would not close completely, i thought i must have something to do with more of this (concrete? cravel?) dust inside that was making teh whole tool cumbersome (and noisy) to open. I planned to take it completely apart to clean it, repaint the metal handle parts and polish some scratches andthen put it back together and in use.

When disassembling it i found the culprit for the non closing pliers was that the tabs of the handle pressing against the plier head were both cracked and only held in place by the handle covers.

My question is: Being not the original owner, can i send the tool to Gerber to be repaired (on my expense)? Or is it better to take out the useable tools for future mods and forget about the money spent?

[Grant Lamontagne]

While I can't speak for Gerber (and I suggest you contact them directly about it) I will say this- no one at Gerber has ever asked if I was the original owner of something.  In fact, I think the only time I ever had to use Gerber's warranty service it was for an old, discontinued model that they would have replaced with a current one. I called them up and explained my situation, stating that I desperately needed a part and that as a collector I had no intention of trading my otherwise mint MP700 for a Diesel.  After making it clear that they did not send out parts, but that they understood my situation they took my address and a week or so later the part I needed arrived in the mail.

Now they are very much against doing that, but there actually is a live person there that works hard to help people out, not a bunch of drones just exchanging x for y and sending it out.  I have to say, honestly, it doesn't get much better than Gerber for warranty.

Def

[Hypnos3510]

While discussing Gerbers warranty, let me lead this thread a bit OT here on my own behalf:

I did buy a secondhand Gerber Strata. I have only played around a bit and found it to be dirty and dull. As the plier would not close completely, i thought i must have something to do with more of this (concrete? cravel?) dust inside that was making teh whole tool cumbersome (and noisy) to open. I planned to take it completely apart to clean it, repaint the metal handle parts and polish some scratches andthen put it back together and in use.

When disassembling it i found the culprit for the non closing pliers was that the tabs of the handle pressing against the plier head were both cracked and only held in place by the handle covers.

My question is: Being not the original owner, can i send the tool to Gerber to be repaired (on my expense)? Or is it better to take out the useable tools for future mods and forget about the money spent?

The warranty follows the tool, not the owner. Being a secondhand Gerber owner myself I was able to send my tool back with no problems, or questions asked. I just had to white a summary on why I was sending the tool back.
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[AimlessWanderer]

Biggest problem you might have is the fact you disassembled it 

[lowtech]

Thanks for your feedback.

I will reassemble the Tool and write Gerber a letetr explaining what happened and why it was disassembled - Should they decide to refuse repair, that´s ok for me as i should not have disassembled it, if they repair it, I´ll be glad.

I will send the tool directly to the Gerber central in the US, as the german dealers/distributors will not do any repairwork and won´t even exchange a tool without the original receipt, not even if you are willing to pay for the work.

[lucky13don]

just sent back a worn and abused recoil.my fault, broken and lost in the shuffle of moves. sent back and got a new diesel.  . it's a very sturdy tool. love gerber cs. buy the finnish on the diesel lacks so much.

[MeadMaker]

If you read the Gerber warranty you will see that it covers the tool for the original owner.  But having said that, I had a second hand Gerber that had a broken serrated blade.  I sent it in with a letter explaining that I was not the original owner.  Several days later a new MT showed up in my mail box. 

Gerber has some wording in the warranty that is included to protect the company from abuse, but in the end the good people at Gerber are focused on customer satisfaction. 

[Dunc]

I have a Gerber Prodigy fixed blade knife that wasn't finished properly on one side , Gerber Facebook page has agreed that there is a fault with it in that it wasn't finished correctly ( I sent them a photo) and they suggested I email their warranty department , which I have done.
    My only concern is if I have to send it to the States do I run the risk of paying import tax on its return to the UK, this would be unfair as I've already paid full UK price for it.

Lets see what happens ......

[Gareth]

I have a Gerber Prodigy fixed blade knife that wasn't finished properly on one side , Gerber Facebook page has agreed that there is a fault with it in that it wasn't finished correctly ( I sent them a photo) and they suggested I email their warranty department , which I have done.
    My only concern is if I have to send it to the States do I run the risk of paying import tax on its return to the UK, this would be unfair as I've already paid full UK price for it.

Lets see what happens ......

You shouldn't have to, effectively you have already paid the import tax on it (or the company you bought it from has on your behalf).  You should never have to pay tax on something when you are not actually buying it, hence the 'gift' option etc on the declaration form.

[Dunc]

but the knife is worth more then the £36 allowed for gifts, will be interesting to see how this works out.

[AimlessWanderer]

I believe there are additional customs forms available which cover such instances. I'm sure I saw somewhere on HMRC website ages ago the facility for this. Gerber shouldn't pay customs fees either when it crosses the border their end. I'm not sure how the goods are meant to be properly identified though, but there is an exemption for goods returned for and from warranty repairs and other options not catered for on the standard declaration form.

Might be worth chucking a phone call in (I think it's handled from Glasgow IIRC ... or is that some other aspect of HMRC  ), or checking out the website. That way you can make sure Gerber send the goods the correct way to ensure you don't get stung

[Dunc]

I believe there are additional customs forms available which cover such instances. I'm sure I saw somewhere on HMRC website ages ago the facility for this. Gerber shouldn't pay customs fees either when it crosses the border their end. I'm not sure how the goods are meant to be properly identified though, but there is an exemption for goods returned for and from warranty repairs and other options not catered for on the standard declaration form.

Might be worth chucking a phone call in (I think it's handled from Glasgow IIRC ... or is that some other aspect of HMRC  ), or checking out the website. That way you can make sure Gerber send the goods the correct way to ensure you don't get stung

Cheers that is worth looking into 

[enki_ck]

I think there's a link to HMRC in the thread in my sig line.   


Edit:


Here it is.


http://www.hmrc.gov.uk/customs/post/buying.htm#3


There are also contact numbers at the bottom of that page.

[AimlessWanderer]

I think there's a link to HMRC in the thread in my sig line.   


Edit:


Here it is.


http://www.hmrc.gov.uk/customs/post/buying.htm#3


There are also contact numbers at the bottom of that page.

BINGO!!!!

Dunc, it needs to travel under a CN23 form instead of the usual CN22

Note the differences on these two forms, the CN23 gives facility for returned goods 

http://www.royalmail.com/sites/default/files/docs/pdf/cn22.pdf

http://www.royalmail.com/sites/default/files/docs/pdf/CN23.pdf

[AimlessWanderer]

I think there's a link to HMRC in the thread in my sig line.   


Edit:


Here it is.


http://www.hmrc.gov.uk/customs/post/buying.htm#3


There are also contact numbers at the bottom of that page.

BINGO!!!!

Dunc, it needs to travel under a CN23 form instead of the usual CN22

Note the differences on these two forms, the CN23 gives facility for returned goods 

http://www.royalmail.com/sites/default/files/docs/pdf/cn22.pdf

http://www.royalmail.com/sites/default/files/docs/pdf/CN23.pdf

ARSE!!!! That form is for goods over £270 .... so now I'm not sure 

[Grant Lamontagne]

Is there no Gerber representative in the UK?

Also, when I sent my camera in last month for warranty repair I listed  "warranty replacement" on the customs form.

Def

[Grathr]

When I got my tools from Gerber I noticed that they had valued the tools very low. If I remember correctly they valued the Cruisial and the pocket tool to be worth $16 in total. Wich is less than half the price I paid for them.

[Dunc]

I've just had a quick email reply back. Gerber has passed on my email to Silva ltd who have said if I send the knife back to them ( UK address) they will replace it  It's all packed up and ready to go first thing in the morning. Stay tuned .....

[AimlessWanderer]

That makes life easier 

I hope you get a better treatment than I did mate. Silva wanted to replace my MP700 with a Suspension clone    I'm sure they're OK with standard models though, and it was the fact mine was disco'd that confused 'em 

Keep us informed 

[Grant Lamontagne]

I've just had a quick email reply back. Gerber has passed on my email to Silva ltd who have said if I send the knife back to them ( UK address) they will replace it  It's all packed up and ready to go first thing in the morning. Stay tuned .....

That makes a lot more sense...

Def

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[Gareth]

[Dunc]

Exactly one week later from the date I mailed it I received a replacement back today. Can't ask for more than that , well done Gerber   

[Grant Lamontagne]

Excellent! 

Def

[AimlessWanderer]

 

[Griffe]

Sorry for the topic revival, but does Gerber have a way to see if the tool has been disassembled before ?

My Gerber Compact's blade keeps going out of its mounting, I dismantled the tool to put it back but I finally decided to sent them an e-mail to ask for a replacement, I said that I tried to put it back myself (an thus that I had dismantled the tool before, I tried to be honest there...). No answer so far.

And do you know anything about the warranty service for a French customer ? It's my birthday tomorrow - and as I no longer have a tool - I intended to buy myself a Leatherman Wave but they are crazy expensive here so I thought I'd buy a Gerber Diesel, still pricey but 2 times cheaper in France. But if the warranty is poor, I don't think it would be a clever move actually, especially since I might decide to temporarily remove the blade.

Thanks.

[bmot]

Sorry for the topic revival, but does Gerber have a way to see if the tool has been disassembled before ?

My Gerber Compact's blade keeps going out of its mounting, I dismantled the tool to put it back but I finally decided to sent them an e-mail to ask for a replacement, I said that I tried to put it back myself (an thus that I had dismantled the tool before, I tried to be honest there...). No answer so far.

And do you know anything about the warranty service for a French customer ? It's my birthday tomorrow - and as I no longer have a tool - I intended to buy myself a Leatherman Wave but they are crazy expensive here so I thought I'd buy a Gerber Diesel, still pricey but 2 times cheaper in France. But if the warranty is poor, I don't think it would be a clever move actually, especially since I might decide to temporarily remove the blade.

Thanks.

You could always see if you can get yourself a Wave via the famous big auction site.... Even with shipping, and often with  any taxes added, too, it's probably cheaper to get one from the USA.