Got a Leatherman Wingman a few weeks ago second hand and the liner lock for the blade was broken. Did not appear to have been abused or even sharpened and the rest of the tool is fine. I had considered just leaving it as is but someone said that Leatherman will warranty it even though I am not the original purchaser.Is there a set procedure I have to go through such as contacting them first? I've never had to send anything in to anyone for warranty work(except an Invicta watch and that was a nightmare!). Any info would be greatly appreciated.
I wonder what they do with tools such as your PST....
Yes, probably... I remember the event that led to the blade snapping was not excessively violent (prying a small wire staple out of some wood) and I was frankly surprised that it gave. Today's blades are sturdier, one hopes.Sent on my SM-G930F with Tapatalk
My experience (currently ongoing) is extremely positive. Last week I sent in an original PST with a snapped main blade, which I had incurred a few years ago and forgotten about until recently. I had stated on my mail to customer service that I thought that that, being classifiable as abuse, might not qualify for warranty, but the return mail invited me to fill in the online form for warranty cases, which hint I had promptly taken.Fast forward to today: phone call, friendly guy advising me that blades were not to be had anymore and was I emotionally attached to the PST? Not that much, I said, whereupon he decided on the spot to mark me for a replacement with a spanking new Wave - woot! Due here end of the week...Sent on my SM-G930F with Tapatalk
I've used it twice and got a new replacement in 5days tops great service
A decade or so ago, I was on a service call to a factory. One of the workers saw me using my Leatherman and asked if he could borrow it. He said, "thanks," and put it in his pocket. Later in the day I asked for it back and he denied having borrowed it. I told him he was going to be really embarrassed when he pulled it out to use it and found my name engraved in the side. He said, "no it isn't." He was right- I was bluffing, but his supervisor heard the exchange and made him give it back. Apparently, he had done this before, getting "swag" freebies from other visitors. After returning home, I used an engraver at work to etch my name. Admittedly, my job was not very professional. I broke the plier heads some months later and returned them to Leatherman for warranty service. I was totally shocked when I received the replacement set - they had my name professionally engraved. Now THAT is excellent customer service and one of the reasons I've been a happy Leatherman customer since '85.
That's awesome. Was it a completely new tool?
My problem in a nutshell: I have an old Pulse with general looseness, slight play in the pliers and a really loose roller lock. As I live in Hungary, I must deal with warranty returns through the local Leatherman distributor (who send in tools for repair in bulk to LM in Portland), which is fine, but as this is a retired model, first I want to see clear if I get the Pulse back repaired or they send me somthing else. (A Rebar would be fine, but I'd hate to get a Wingman for example.)I wrote an email to them - meaning the Portland HQ - about two weeks ago, no reply. I wrote them again a week later, explaining the situation nicely for the second time, still not a word from them. Any guesses? Is this normal, I mean the response time?
Live chat? What's that, where? I did not see anything like that on their website.
Quote from: Exeter on December 04, 2017, 10:17:49 AMLive chat? What's that, where? I did not see anything like that on their website.It’s the round button, bottom right corner.