Taking advantage of LM.

[jdailey4206966]

I just read this on knifeforums.com, and it kinda rubbed me the wrong way:

I work at a an outdoorsy retailer with a good return policy. Some items that are returned to our store are re-sold in a garage sale type of environment. Recently, an almost pristine Blast came through with the only issue being that the head of the small screwdriver was broken. One of my co-workers immediately bought it (for the low low price of 18.73) and said that he intended to ship it to Leatherman for a repair, citing a 25 year warranty.

I told him that was pretty shady, as he was not the original owner, and he had no clue how the damage had happened. Most likely the previous owner had tried to use the small screwdriver to pry something more than it could handle. I suppose it is possible that it is a defect in the part, as the tool does look basically out of the clampak aside from the damaged screwdriver. We playfully argued about his dishonesty for the rest of the day.

After coming home and searching Leatherman's warranty info for more ammo, I discovered that nowhere does it say explicitly that you must be the original owner of the tool. Also, it says that the warranty does not cover abuse, (which Leatherman could most certainly judge this damage to be from) in which case he would not get a warrantied repair anyway.

Obviously I would be fine with his actions if he fully disclosed how he got his tool, and let Leatherman decide what to do. However, he said he intends to lie by omission, and just tell them he was prying a small staple out of a piece of pine, and his "brand new" blast broke.

How shady does this sound to you folks?





I think doing things like this is what causes companies to go under. If you get a tool at a swap meet or find it or something, just be honest with them and see where it goes from there. I had posted on there too about a month ago a friend of mine was fishing and found an old PST in the mud and it was rusted bad and sent it in to LM and told them he found it while fishing, and 2 weeks later he recieved a package with a brand new Kick and a letter from the company telling him congrats on his find, and hopefully the Kick will be as much use as the PST would have been, and all he had to pay for was insurance and shipping. He is now a LM fan for life, because warranty work like this speaks volumes for a company, and he looks to buy a new Charge TTi. I also posted on there that there is no need to candy coat or lie to them. If you are honest, I am sure they will be more than happy to help you. I have had nothing but great things to say about their CS.

Is it just me or does this rub anyone else wrong too?

[Rodion]

he intends to lie by omission, and just tell them he was prying a small staple out of a piece of pine, and his "brand new" blast broke.

That's not a lie by omission (which would be fine), that's a plain old lie.

I just send stuff in through a retailer with a brief description of the problem. No shipping charge, no guilt pains.

[J-sews]

I don't think the guy ought to lie about it. Send the tool in for repair, explaining the circumstances honestly. Chances are Leatherman will fix it up for free. (It would be more hassle for them to try to determine the abuse and try to bill the customer for the repair, etc)

No need to lie about it.

[jdailey4206966]

I don't think the guy ought to lie about it. Send the tool in for repair, explaining the circumstances honestly. Chances are Leatherman will fix it up for free. (It would be more hassle for them to try to determine the abuse and try to bill the customer for the repair, etc)

No need to lie about it.

Amen A brief honest explanation is all it takes.

[Leatherman123]

I don't think giving a huge explanation is necessary.. I have sent in some destroyed LM tools and they always get repaired/replaced no problem.. To be honest, I doubt they even read anything besides your address and what's wrong with the tool!

[Poncho65]

I don't think that there would be a need to lie about it Just like LM123 said they may not even read anything but the address especially since it is such a small problem with the tool.  They seem to have a very good service department I believe they would replace that particular tool no questions asked (of course I haven't ever sent a tool in personally to LM so can't say for definate ) I just don't think he should lie about it

[Freudian Frog]

Honesly I find honest explanations work best, often people will forego the charges for it anyway as, in most cases and with this, they made enough money for the customer service with the original sale.

EDIT: But yeah, dirty, dirty liar!

[kwakster]

Every Leatherman tool that comes in for repair gets judged by me.
Most things are covered by the Leatherman Guarantee, which i've written with a capital 'G' on purpose, because i think it really is very generous.

I have the prerogative to repair or replace anything at no cost to the customer whatsoever, but if i smell a rat i make sure that the customer pays for repairs, replacements and/or complementary sharpening.


 

[Rodion]

And how many people pay for the complimentary sharpening?

[kwakster]

And how many people pay for the complimentary sharpening?

Most of the time i do it for free, as an extra service for our customers who had their tool repaired.
But there are also quite a few users, about 10 to 15 a month, who send their tools in just for sharpening, and they pay 7,50 Euro or 10,95 dollars.
In this case it doesn't matter if they can't sharpen themselves or are too lazy to do it.

[J-sews]

And how many people pay for the complimentary sharpening?

Most of the time i do it for free, as an extra service for our customers who had their tool repaired.
But there are also quite a few users, about 10 to 15 a month, who send their tools in just for sharpening, and they pay 7,50 Euro or 10,95 dollars.
In this case it doesn't matter if they can't sharpen themselves or are too lazy to do it.

Just for reference kwakster, about how many Leathermans get sent to you in a month?

[Poncho65]

Just for reference kwakster, about how many Leathermans get sent to you in a month?

  Good ? Bob

[kwakster]

It varies, but in general 70 to 100 a week,


Just for reference kwakster, about how many Leathermans get sent to you in a month?

[J-sews]

70 to 100 a week?

Goodness gracious that's a lot.