They are usually very good to their customers, so they should send a proper one out this time. If they don't, complain and ask for a prepaid label to ship it back to them.Sent from my Nokia Lumia 1020 using Tapatalk
As some of you may have read here, I bought a Charge TTi a few months ago, when I got it I noticed that there was something weird with the ruler. On both sides there’s a ruler from 10 cm to 20 cm (and from 4 inch to 8 inch), so I don’t have a ruler from 0 cm to 10 cm (and from 0 inch to 4 inch). See topic http://forum.multitool.org/index.php/topic,26164.15.htmlAnyway, contacted the internetshop (an official Leatherman dealer according to the Duth Leatherman importer), and untill today I haven't heard anything from them (I've contacted them twice, without succes...). So I contacted Leatherman USA, and explained the problem, they answered real quick and told me that they had send an e-mail to the Belgian importer that they should give me a new Charge TTi if I wanted that. They also send me a cool Leatherman "Oregon Proud" T-shirt . So, I send them (the Belgian importer) an E-mail asking if I could drive over there to exchange my Charge for a new one, it’s only like 40 minutes away from my home and I thought it would be a bit ridicules to have it send to me if I could just drive over there and pick it up myself. After a couple of days I received an answer. They told me that it was possible to pick up the new Charge myself, and if they had to send it to me, I would have to pay 5 Euro (= 7 $) shipping cost, which I understand. But … they also said that I would have to pay 15 Euro’s (= 21 $) administration fee, now I’ve read a lot of amazing stories about Leathermans’ great warranty policy here and I’ve never read anything about an administration fee … weird … Anyway, I’m getting the feeling that the Belgian importer people are trying to get something out of this for themselves, so I decided not to exchange my Charge for a new one, not yet at least, who knows in the future, maybe ten years from now, I could still make use of the warranty to get another one because then, 15 euro’s would be a sweat deal to get a brand new tool, but now, my tool IS brand new, and I don’t feel like paying 15 euro’s just to get the tool that I should have gotten in the first place. So I send Leatherman USA an e-mail explaining the situation and they asked me a bit of time to do some research. And said that they will get back to me as quickly as possible. This was the 29 of march and until now I've heard nothing.Anyway, I really appreciate what the nice people at Leatherman USA have done for me, and I know that, had I lived in the US, this problem would have been fixed ages ago (I wrote this in my last e-mail to Leatherman USA). But I've got the feeling that the Belgian importer is only thinking about making money, and they know nothing, NOTHING !!!, about the way Leatherman USA treats their costumers. So I told the people at Leatherman USA that I've got a problem now, I still like their tools, I like their service, but I don't want any of the money I spend on tools going to the Belgian Importer. Guess I will have to start buying Victorinox tools (started with the SAK's, and thinking more and more about the Vic tools now ...).
The wire cutters on my Charge Tti gave up the ghost and stopped cutting wire. They just pinched wire flat between the cutting edges. I assumed the tool needed to be tightened up or the plier heads replaced. The grit had worn off the file as well.So I sent the tool in to Leatherman USA warranty service, in Portland. They promptly and cheerfully replaced it with a refurbished tool, which is fine - I imagine they have a stock of refurbs, so it was quicker to send me a refurb than to make me wait while they fixed mine, and I am sure my old tool will be sent out as a refurb for some future warranty issue, and this cuts down on cutomer wait time and it's all fine and good. Turnaround was quick and painless.Unfortunately I wasn't especially pleased with the state of he refurbished tool they sent me. The wire cutters were effective on the replacement tool, but the tension on the serrated blade was such that I could not open it one handed, and it took a special effort to make the liner lock engage. Then it took a great deal of force to disengage the liner lock. That isn't a safe state. I suppose I could have adjusted the tension but I lack the proper torx bits to do so, and I shouldn't have to - the tool really shouldn't have left the shop in that state, refurbished or not. In addition, the blades seemed a bit less sharp than the ones on the tool I sent in - the blades on my old tool still shaved paper, including the gut hook, but would not on the replacement they sent me.So I whined and groused a bit to leatherman and they told me to send it back, and I did. They never argued or questioned me for either return, were polite throughout and seemed eager to fix the problem. My only complaint so far is the time and extra expense of shipping it twice.They have yet to replace or repair the refurb tool I returned to them, but they only just received it. I have high hopes that they will send me tool in good working order.
Quote from: Squinty on June 25, 2014, 01:02:31 PMThe wire cutters on my Charge Tti gave up the ghost and stopped cutting wire. They just pinched wire flat between the cutting edges. I assumed the tool needed to be tightened up or the plier heads replaced. The grit had worn off the file as well.So I sent the tool in to Leatherman USA warranty service, in Portland. They promptly and cheerfully replaced it with a refurbished tool, which is fine - I imagine they have a stock of refurbs, so it was quicker to send me a refurb than to make me wait while they fixed mine, and I am sure my old tool will be sent out as a refurb for some future warranty issue, and this cuts down on cutomer wait time and it's all fine and good. Turnaround was quick and painless.Unfortunately I wasn't especially pleased with the state of he refurbished tool they sent me. The wire cutters were effective on the replacement tool, but the tension on the serrated blade was such that I could not open it one handed, and it took a special effort to make the liner lock engage. Then it took a great deal of force to disengage the liner lock. That isn't a safe state. I suppose I could have adjusted the tension but I lack the proper torx bits to do so, and I shouldn't have to - the tool really shouldn't have left the shop in that state, refurbished or not. In addition, the blades seemed a bit less sharp than the ones on the tool I sent in - the blades on my old tool still shaved paper, including the gut hook, but would not on the replacement they sent me.So I whined and groused a bit to leatherman and they told me to send it back, and I did. They never argued or questioned me for either return, were polite throughout and seemed eager to fix the problem. My only complaint so far is the time and extra expense of shipping it twice.They have yet to replace or repair the refurb tool I returned to them, but they only just received it. I have high hopes that they will send me tool in good working order.UPDATE:OK, my Charge Tti - or at least, A Charge Tti - came in the mail today. Unlike the first refurb tool they sent, there was no note or explanation of what they had done, nor ny communication whatsoever. I am guessing that's because I stepped on some toes when I groused about the first tool they sent, which I regret and for which I have already apologized. SO I don't know if this is the same tool fixed, or a new tool (unlikely) or a better refurb, but it IS better.Wire cutters work, file has a little grit on it, OHO bladed are nice and sharp enough to slice notebook paper cleanly.The tool is VERY stiff and at present, quite difficult to open and close the pliers and the outside blades. But iirc, my brand new Charge Tti had similar issues, and it smoothed out pretty quickly. All locks do engage appropriately, and the blades are paper slicing sharp again.This is more like it. I do hope it loosens up a bit. I have plied strategic areas with DuPont Teflon Silicone, and worked the blades open and closed, and fiddled with opening and closing the pliers, until my thumb tips are raw.
Squinty, i see some people put zipties on their folders opening holes for easy/fast opening. Would that work for you?
For us non US folks it can be a good or bad experience.