Leatherman Warranty Repair, Part Two

Grant Lamontagne · **on:** February 09, 2007, 01:55:45 AM

Here is a bit of an interesting pickle. I bought this gray XE6 and was reasonably happy with it even though the screwdrivers were a real pain to get out. Well, upon closer inspection one day I found that the reason the screwdrivers wouldn't come out all that well was because of a bent screwdriver. It actually came that way, brand new in box, from a bona fide dealer. Somewhere along the way, from the factory, through the distributors and down to the dealer, it must have been used and stuck back in the box. Not a big deal. I decided to contact Leatherman's Canadian warranty office rather than send it back to the dealer in the US. It's kind of funny that I hadn't noticed the bent screwdriver before, because now that I look at the review I wrote ( http://multitool.org/content/view/84/67/ ) it's painfully obvious in the picture of the flatheads!

They said to send it in, no problem. Well actually they sent me a form letter saying words to the effect of "No Problem." So, off it went.

Def

Grant Lamontagne · **Reply #1 on:** February 09, 2007, 02:15:11 AM

A week later (almost to the day!) a package from the LM rep shows up with my "new" Juice in it. Look at these pics and imagine how impressed I was to open it up.

Def

Grant Lamontagne · **Reply #2 on:** February 09, 2007, 02:16:37 AM

It gets better...

Def

Grant Lamontagne · **Reply #3 on:** February 09, 2007, 02:17:29 AM

And better...

Def

Grant Lamontagne · **Reply #4 on:** February 09, 2007, 02:18:50 AM

Do you see a pattern forming?

Def

Grant Lamontagne · **Reply #5 on:** February 09, 2007, 02:20:26 AM

Does this look like a new tool to anyone else? I thought I'd be better off asking for my old one back.

Def

Grant Lamontagne · **Reply #6 on:** February 09, 2007, 02:22:45 AM

I was pretty disapointed, but I figured any company can make a mistake, so I contacted them to see what they had to say.

Def

hawkchucker · **Reply #7 on:** February 09, 2007, 02:23:40 AM

Yah that sucks. I have had that happen before with a Black Powder rifle. It had a screwed up rifling pattern and when I sent it back they sent me one obviously used.

Contact the head of CS there.

Anthony · **Reply #8 on:** February 09, 2007, 02:24:52 AM

Was it in a clamshell pack, or just sent loose?

That's lame...

Grant Lamontagne · **Reply #9 on:** February 09, 2007, 02:28:05 AM

Well, they apologized profusely and offered to replace it again, this time with a purple one (which is what I originally wanted but the dealer was out of purple) and a sheath, plus they'd reimburse me for the shipping the second time as well.

I can't argue with that, so off it goes again tomorrow. They treated me well last time, and they were sincere on the phone this time so I will be sending it back, and I'll report the results when they happen.

Meanwhile, here is the last horror shot....

It was sent loose in a package. And it was the head of Customer Service that I was dealing with, so I'm actually quite pleased at the response. Like I said, anyone can make a mistake, and despite my disapointment, I am really not out anything. It's not like I don;t have other tools to play with in th meantime!

Def

CacherX4 · **Reply #10 on:** February 09, 2007, 02:31:46 AM

Def, you really oughta warn people before you post pictures that graphic... I have to go wash my new computer chair now

Glad to hear that they are taking care of you right this time.

Jim

Grant Lamontagne · **Reply #11 on:** February 09, 2007, 02:35:23 AM

If I got this one on eBay I would have been quite happy with it. If I got it from another member, I'd have been happy. My only problem is that I bought a "brand new in box" tool and that's what I want.

Def

J-sews · **Reply #12 on:** February 09, 2007, 03:47:58 AM

That's really a bummer that they sent you a used tool as an exchange.

Hopefully someone just put the wrong tool into the wrong box or something. Let us know when the replacement for your replacement arrives.

hawkchucker · **Reply #13 on:** February 09, 2007, 09:41:33 PM

Glad they made it right bro. Good to see they still take care of complaints.

Fred · **Reply #14 on:** February 12, 2007, 01:02:20 AM

I always wondered what they did with the throwaways

Grant Lamontagne · **Reply #15 on:** February 12, 2007, 01:47:35 AM

Apparently, they send them to me...

Def

Grant Lamontagne · **Reply #16 on:** March 19, 2007, 11:15:05 AM

Well, here it is, over a month later and still no new XE6. No old XE6 either.

I will be calling them today if I get the chance to see if they sent it out or not.

Def

hawkchucker · **Reply #17 on:** March 19, 2007, 09:17:38 PM

I hope it works out for ya. I had a Strider that was sent in from the Post Office for repair, and it never came back. Seems the Post "lost" it and had to pay the insurance on it. Unfortunatly most knife companies use thier name in returns, and I am sure there are also sticky fingers along the way.

Grant Lamontagne · **Reply #18 on:** March 19, 2007, 09:37:02 PM

Well I didn't manage to get around to calling them today- I've had a few other things happening, so I'll take care of it first thing tomorrow.

Def

hawkchucker · **Reply #19 on:** March 19, 2007, 11:29:15 PM

Im sure it is a simple problem. They have been great every time I had to deal with them. Ok maybee it was only once

, but they were on top of things in CS.

Grant Lamontagne · **Reply #20 on:** March 19, 2007, 11:32:32 PM

I haven't had any issues with them so I am not worried. Getting a used tool back was probably just a simple mistake to begin with, but I'd like to know what the problem is now. If I needed that tool because I didn't have any others, I'd probably be pretty upset by now.

Def

hawkchucker · **Reply #21 on:** March 19, 2007, 11:33:45 PM

I here ya on that. By the way the juice I got from ya got a great workout on St. Patties day.

Grant Lamontagne · **Reply #22 on:** March 19, 2007, 11:38:46 PM

That's good to hear- so did the Juice I just got from Balldboy!

Def

Grant Lamontagne · **Reply #23 on:** March 21, 2007, 08:11:55 PM

Well, as it stands, it looks like I may be out one XE6.

I traded a few e-mails with the Canadian Leatherman rep, and they have no record of my XE6 having been sent back to them. I usually save all my reciepts, and I am still looking for it, but my hopes of finding it are getting slimmer. With no record of me having sent the XE6 to them, and them having no record of getting it, then I certainly can't expect them to send me a replacement. After all, they don't know me, and I could indeed be full of crap.

There is still hope in finding it, but I would like to say that I don't feel this is the fault of the Leatherman rep.

Def

CacherX4 · **Reply #24 on:** March 21, 2007, 08:17:29 PM

Best of luck Def. I hope your not out a multi

J-sews · **Reply #25 on:** March 22, 2007, 12:33:25 AM

Ouch! So are you thinking it got lost in the mail along the way?

Grant Lamontagne · **Reply #26 on:** March 22, 2007, 01:43:06 AM

That's what it looks like.

I am really not amused- the XE6 is not a cheap tool...

Def

zackhugh · **Reply #27 on:** March 22, 2007, 02:51:44 AM

Yikes, no it's not. Sorry to hear you lost such a nice multitool.

Anthony · **Reply #28 on:** March 22, 2007, 03:32:12 AM

Sometimes it's worth the extra few bucks for UPS...tracking!

Could be another case of 'missing' merch...some kid (or lame guy) sees something going to Leatherman, and the package mysteriously opens...

J-sews · **Reply #29 on:** March 25, 2007, 10:44:05 PM

I've lost a couple things in shipping over the years. Luckily nothing expensive. Yet.

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Leatherman Warranty Repair, Part Two

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