Bad Customer Service now?

[Outback in Idaho]

  Okay. So I've been wanting the long phillips+standard MUT bit driver. Not the other two that come with it. $11 for 3 bits isn't bad, but the other two are worthless for my wants. So wrote to Leatherman's Customer Service:

 

Was looking at your business' Accessories Page as was wanting to purchase (2 Long) MUT Bits that were Standard + Phillips. Seems your company only sells these as a kit of three bits. Is there any way to just order (2) long Standard + Phillips bits?

  Reason for this is wanted one for the Charge TTi to help me get at some long screw spots and the standard bits are too short. The other was going to be placed in the Leatherman K503x knife, as it has a nice long channel in there that normally would hold two regular bits ... but the Kryton grip has loosened up with age and they fall out. A fellow Leatherman owner said the long MUT bits fit into the K503 quite well.

  Leatherman's reply:

 

Thank you for contacting Leatherman Tool Group, Inc.

  We only sell those bits in that three piece set that you referred to. However, from your email it seems that the bit driver extender may be a better solution for you: http://www.leatherman.com/bit-driver-extender-131.html?dwvar_131_color=40&cgid=accessories#start=1

  Do these so-called reps even know their products? The bit extender doesn't help, not can it fit in places where the bit can go. Idiots! Think I'll be better off going to a hardware store and buying a long 1/4 inch phillips/standard driver and grind down the end to fit inside a LM Large Bit Driver.

  LM Customer Service sure went downhill after Julie Warner left. Thought Sierra was running he show now, but guess something changed. Don't know why I even bothered asking LM.

[zoidberg]

You asked and they said no, that isn't bad customer service.

[Chako]

 I agree with zoidberg. Ignoring your correspondence as they did with me in the past...is bad customer service.

[Outback in Idaho]

You asked and they said no, that isn't bad customer service.

  I asked and they recommended a bit extender. What part of "to help me get at some long screw spots and the standard bits are too short" did they not understand? A Bit Extender doesn't solve that.

[zoidberg]

You asked and they said no, that isn't bad customer service.

  I asked and they recommended a bit extender. What part of "to help me get at some long screw spots and the standard bits are too short" did they not understand? A Bit Extender doesn't solve that.

Nope. They clearly said the bits only come in a three pack. Then they offered an alternative.

You never specified fitment, only length being the issue.

[kaput]

It's business. And I think Leatherman is very reasonable with their accessory and sheath pricings. It probably wouldn't be cost effective to break up the set and ship you one piece for the price you'd expect it at. So they lump it into a 3 piece kit where you might use 1 or 2 items (but if you use all 3 then your really getting your money's worth).

You could buy the $11 kit and sell or gift the other not needed items, or even ask Loki mobile to see if he has them, he very well might? 

[Outback in Idaho]

  Do know they have spare bits to replace those that customers break. Also agree they are out there to make money, more so since their latest versions probably aren't selling worth beans. Not paying $22 + shipping for two bits. Is probably why I didn't buy them before.

  If Juli was still there I bet my S557 I'd have two standard MUT bits next week. She had gone beyond the scope of Customer Service for many of us. It's not the same anymore, nothing really stays the same.

 

  Which one you think is going to get into a long screw spots when the standard bits are too short? Bit Extender has more girth. ~ Guess some people need a photo to comprehend the idea. Could of included the Spirit X in the connection box too. 

  Option is to pay $11 + shipping, find out who manufacturers them bits for Leatherman and go through them, or get a long round 1/4 inch bit and grind the end flat.

[in_sympathy]

You asked and they said no, that isn't bad customer service.

  I asked and they recommended a bit extender. What part of "to help me get at some long screw spots and the standard bits are too short" did they not understand? A Bit Extender doesn't solve that.

Nope. They clearly said the bits only come in a three pack. Then they offered an alternative.

You never specified fitment, only length being the issue.

+1, you've got a perfect reply based on the details provided

[Chako]

I agree, Juli was a very special person and when she left Leatherman, they lost someone very good there. It hasn't been the same since that is for sure. A month after she left, I did call Leatherman to see if they could possibly sell me a Leatherman, and I got no response twice and simply gave up. I figured they didn't care that I was Chako on this forum. I strongly suspect it was because I was not an American. At that time Leatherman had instructed their retailers to not sell outside of the USA. Because of that interaction, I haven't been so gung ho in completing my collection. I figured if they didn't care about someone who had over 300 Leathermans, then I shouldn't care about getting them all. Leatherman did start selling to those pesky northern neighbours eventually but only the standard models...nothing a collector would really want to purchase.

[Outback in Idaho]

  If wasn't for Juli, I would of never gotten a ...
 
 

  She was that extra spicy flavour in the mix, and her presentations were always well practiced and above the rest!    Don't know how she did it. Hope the guy she married is treating her right and knows what kind of special person he has. 

[SteveC]

I don't think that is bad customer service at all. If you really want those bits you might have to pony up the cash for them.   

[Aloha]

I know how you feel with regards to having someone on the inside.  Its always nice to have a contact within any organization to go directly to so you don't get the run around of lip service.  I do remind myself often tho that when I have such a contact that whatever hurdles they help me over its the exception and not the rule. 

This situation is much like that.  While unfortunate you are not able to get what you want its certainly not unreasonable nor bad on them.   

Chakos situation however was not cool at all.  Not following up with him was a bad showing on their part.

Have you checked on flea bay to see if those parts are for sale.  I'm sure someone has them somewhere.  Best of luck finding them OR how about modding something   

[slemp]

I think it's just some people at Leatherman don't know what is going on. Someone on Leatherman twitter account told me NO  Leatherman was EVER Made in Japan. There chat gave me the wrong years the Japanese Leatherman was made. Si think it just depends on who you talk to at Leatherman

[Syncop8r]

  (Image removed from quote.)

  Which one you think is going to get into a long screw spots when the standard bits are too short? Bit Extender has more girth. ~ Guess some people need a photo to comprehend the idea.

Why, the top one (bit extender) of course.

[chrono]

Seems like a perfect excuse to buy a Pump, Rail, or Cam, since they all have those two long bits. Pay a little more, but you get another toy. They can be had for less than $20 on eBay.

[theonew]

I emailed them last year because I lost the Torx 6 -  Torx 8 bit and though I was willing to buy a whole new set just to replace this bit, I noticed on their website that that bit had been replaced with a Pozi 3 and R1 bit   While the Pozi 3 was a new bit, the R1 was a duplicate, which seemed like an odd change. In any case, I assumed they must have had some of the old bits on hand and I offered to purchase one. Never heard back from them

But I did just visit their site and apparently the Pozi 3 - R1 is out and the Torx 6 - Torx 8 is back, so that is cool

[thatotherguy]

You asked and they said no, that isn't bad customer service.

  I asked and they recommended a bit extender. What part of "to help me get at some long screw spots and the standard bits are too short" did they not understand? A Bit Extender doesn't solve that.

So... you're asking for a longer bit? Perhaps one would say an extended bit? Isn't that precisely what a bit extender is for?

I'm not trying to be sarcastic or offensive but it seems like the bit extender was a workable solution to the problem at hand, given the information provided. I don't think that was poor customer service at all.

I'm no Leatherman fanboi, not anymore, but I don't see any issue with how they handled this situation.

[Outback in Idaho]

You asked and they said no, that isn't bad customer service.

  I asked and they recommended a bit extender. What part of "to help me get at some long screw spots and the standard bits are too short" did they not understand? A Bit Extender doesn't solve that.

So... you're asking for a longer bit? Perhaps one would say an extended bit? Isn't that precisely what a bit extender is for?

I'm not trying to be sarcastic or offensive but it seems like the bit extender was a workable solution to the problem at hand, given the information provided. I don't think that was poor customer service at all.

I'm no Leatherman fanboi, not anymore, but I don't see any issue with how they handled this situation.

  I assumed Leatherman made their own bits. After a few brief conversations that does not appear to be the case.

  Bit Extender only gets the standard sized bit to the delivery point, the bit is still the same short bit. A bit that is only 1 1/8" long is not going to fit into a 2 inch recess. If that said access only allows the width of what a normal bit's width would be, the bit extender isn't going to fit.

  Again...
 

[Poncho65]

If it is recessed that far I would probably opt for a real screwdriver

[Outback in Idaho]

If it is recessed that far I would probably opt for a real screwdriver

  That's the thing about multitools, we use them cause there's nothing else on hand. Some things need fixing on the spot and there's no tool shed nearby.

[Poncho65]

If it is recessed that far I would probably opt for a real screwdriver

  That's the thing about multitools, we use them cause there's nothing else on hand. Some things need fixing on the spot and there's no tool shed nearby.

Guess I just never run into much that I can't access with the regular drivers on a MT Usually a screw that recessed that far is on a toy (for me) and if I know I am messing with toys I take my Vic Executive and the file tip is a perfect 2D Phillips

[pomsbz]

Talking of bits, how do we get a replacement flat head/phillips bit like the one which comes with the tool? Never seen them for sale but would like one, mine disappeared.