Victorinox US Customer Service - Spirit (non) Repair

[aluminated]

I sent a new-to-me Spirit to the repair facility on or about July 6 in Connecticut with a note explaining the two problems.
It had a loose pliers pivot causing slight misalignment of the jaws and one of the handles folded much too easily.
I received it back today with my own packing list and note. The major change to its condition was that it was placed in a plastic bag in its pouch. It still has a loose pliers pivot causing slight misalignment of the jaws and one of the handles still folds much too easily. Perhaps the action of the unit falls within what they consider normal parameters. I don't think I'm overly picky, just a bit particular, and the action certainly isn't up to the vaunted Swiss standards. I might as well be using my "Mustang" Leatherman Wave rather than my "Carrera" Victorinox Spirit. If I'm not getting a precision tool, then there's a whole less reason to own this item. Color me disappointed.
I also find it strange that there is no easy way to check the status of the repair.
I keep reading about the quality of the Victorinox Swisstool Spirit and the legendary customer service of the Swiss company. While I nevertheless like the tool, I must say that I am also very disappointed. The only other MT I felt more let down by is a Swisstool I also bought used, and that feeling was due to the fingernail-obliterating force required to open its tools.
It's enough to make a Swiss Army Knight feel like Swiss Army Knaught.

[ToolJoe]

Have you tried contacting them to express your displeasure?

[aluminated]

I plan to do so, but since the tool was just returned this afternoon, I haven't yet taken that action.
I don't think they thought it was bad enough to fix.
Honestly, if the Swisstools and Spirit I bought had been my only experience with Vic, I might not ever buy another of their products. They are 1-for-3, though the Swisstool I kept is next to perfect. That's how I know this Spirit is not the best example of the type. I guess it wouldn't be so bad if it hadn't been gone from my possession for four weeks. Again, don't get me wrong: it is a very nice tool and seems to be very useful and comfortable. But I don't expect "just barely good enough" from Victorinox and I don't think I should have to accept it.

[sticktodrum]

I had a similar experience a few years ago. The service and lack of follow up response was disappointing. I did contact them afterwards to ask why nothing was done about my Spirit, but I never got a response.

I haven't bought a Swisstool since. But SAKs are and always have been trouble free for me.

[aluminated]

You have succinctly described my experience.

[AimlessWanderer]

So ... they failed to fix your tool ... which wasn't broken ... and which you had bought in a used condition ...

Sorry, I really don't understand the complaint here.

[Don Pablo]

So ... they failed to fix your tool ... which wasn't broken ... and which you had bought in a used condition ...

Sorry, I really don't understand the complaint here.

[aluminated]

So ... they failed to fix your tool ... which wasn't broken ... and which you had bought in a used condition ...

Sorry, I really don't understand the complaint here.

Perhaps I misunderstand the warranty on Victorinox. Is is only valid for the original purchaser?
The pliers wiggle more than any other Leatherman or Victorinox I've handled. I guess maybe that doesn't make them broken.
YTM - you're quite obviously the expert.

[AimlessWanderer]

I never professed to be an expert, but with every other product that you buy second hand, it's only as good as it's previous owner, and it doesn't sound out of the way for a used tool to be in used condition.

I personally wouldn't expect to buy something used and then have the manufacturer make it as new for me. Nobody would ever buy a new tool again, or a new anything for that matter. It's a shame really, as I really wish I could have done that with some of the £500 cars I've bought over the years 

There's good news though. There's an easy way of way of tightening a plier pivot up. SteveC did a very good thread on it which resurfaced recently  If it's the handle pivot that's slackened slightly, you might be able to fix that up the same way 

[aluminated]

You rather pointedly ignored the posed question and assumed a lot about the condition of the tool. You're right - an expert might have asked.

[AimlessWanderer]

  I just worked off the info you gave, and it seems I wasn't that far wrong, as the experts you sent it to, seem to have taken a similar stance.

[Don Pablo]

Is this the thread you mentioned, Al?
https://forum.multitool.org/index.php?topic=49762.0

[Mechanickal]

Is this the thread you mentioned, Al?
https://forum.multitool.org/index.php?topic=49762.0

Need to try that on the pliers in a beat-up Swisschamp I have for parts.
The pliers are missaligned, this might fix that

[AimlessWanderer]

That wasn't the one I was thinking of. It was one that SteveC did 

[sticktodrum]

You rather pointedly ignored the posed question and assumed a lot about the condition of the tool. You're right - an expert might have asked.

I just worked off the info you gave, and it seems I wasn't that far wrong, as the experts you sent it to, seem to have taken a similar stance.

Now y'all are just being cheeky with each other. 

Personally, I've gotten used to LM's philosophy of the warranty following the tool, not the original owner. And it's not to say the tool should be made new, but made to proper working order.

The Spirit I had wouldn't cut any wire due to the pliers looseness. I tried all types, and it just bent and crushed them. Wouldn't cut a paperclip.

They did nothing to it, it arrived unable to cut wire after three months.

If that's what expertise looks like, then I'll continue to refrain from buying Swisstools.

[Syph007]

Do they do repairs in the US?  Has anyone had a swisstool repaired?  I was under the impression they dont have the facilities for that.  So Im guessing they would look at the tool and decide if it should be replaced under warranty?  I have no idea if the warranty goes with the tool or not, as Ive never sent any tool for warranty work.  But that could be the issue if you told them you bought it used, or did they even have that information?

I can understand the feeling you'd have though getting it back with no information as to why they left it untouched.  Id expect a note at least saying looks good to us or something. 

Luckily both your issues you should be able to fix yourself with a small peening hammer.  Tightening pivots/rivets is easy, loosening them is not. 

[AimlessWanderer]

You rather pointedly ignored the posed question and assumed a lot about the condition of the tool. You're right - an expert might have asked.

I just worked off the info you gave, and it seems I wasn't that far wrong, as the experts you sent it to, seem to have taken a similar stance.

Now y'all are just being cheeky with each other. 

Personally, I've gotten used to LM's philosophy of the warranty following the tool, not the original owner. And it's not to say the tool should be made new, but made to proper working order.

The Spirit I had wouldn't cut any wire due to the pliers looseness. I tried all types, and it just bent and crushed them. Wouldn't cut a paperclip.

They did nothing to it, it arrived unable to cut wire after three months.

If that's what expertise looks like, then I'll continue to refrain from buying Swisstools.

The spirit is known for not being great with stranded wire anyway - even brand new. It's just not one of the things the tool excels with, so sending it back isn't going to fix it. I've had similar issues with the SOG Phillips drivers, and with the indexable LM cutters impeding the main gripping area. Sometimes there's nothing the company can do to improve it, short of redesigning the tool. That's where the collective knowledge of this forum is invaluable, sometimes a tool isn't behaving as it should, and sometimes it's just because the design is lacking.

[sticktodrum]

I know it doesn't do stranded wire. My Charge doesn't handle it well either. I'm talking no wire. Thick single copper wire, paper clips, nothing. The pliers would split and bent over the wire.

I learned that sending it back wouldn't fix it, so I fixed it by just selling it for half price to someone who didn't care about wire cutting.

This doesn't excuse that they not only did nothing, but didn't even send a note or any explanation that they couldn't fix it, that it was part of the design, etc. They also never responded to my email or return the phone call I placed.

This was my situation, though. I just figured I'd add it as it resembled what the OP described.

[AimlessWanderer]

I've never had any pliers that bad. I wonder if the wear works differently for left and right handed users (with the plier head being reversed compared to normal)

[Mechanickal]

I've never had any pliers that bad. I wonder if the wear works differently for left and right handed users (with the plier head being reversed compared to normal)

Turning a bolt is always the same direction, both right and left handed

[AimlessWanderer]

I've never had any pliers that bad. I wonder if the wear works differently for left and right handed users (with the plier head being reversed compared to normal)

Turning a bolt is always the same direction, both right and left handed

but cutting wire might be different 

[Mechanickal]

I've never had any pliers that bad. I wonder if the wear works differently for left and right handed users (with the plier head being reversed compared to normal)

Turning a bolt is always the same direction, both right and left handed

but cutting wire might be different 

Maybe I'm missing something here?
Or we're not on the same page.

Because I doubt that's the case.
Do you always keep the same handle up when cutting a wire? It's just how you end up holding the tool.

Not that I have an explanation myself for what caused it though.

[AimlessWanderer]

Imagine how different using scissors is for left and right handed people  As the Spirit is a scissor action, one person might be pushing the cutting faces together when they use them, but someone else might be pushing them apart.

Just a theory. Might not be relevant

[Mechanickal]

Imagine how different using scissors is for left and right handed people  As the Spirit is a scissor action, one person might be pushing the cutting faces together when they use them, but someone else might be pushing them apart.

Just a theory. Might not be relevant

Now I'm on your page

[sticktodrum]

How'd you know I was left handed? O.o

[sawman]

I don't think you're being too picky by any means. If you are unhappy with your newly purchased multitool then they should either fix it or send you a brand new one.

Otherwise, do not advertise the warranty...

[Don Pablo]

How'd you know I was left handed? O.o

Because left handed people might loosen the pivots just because of the way they hold the tool.

[WoodsDuck]

I don't think you're being too picky by any means. If you are unhappy with your newly purchased multitool then they should either fix it or send you a brand new one.

Otherwise, do not advertise the warranty...

I do agree the warranty should cover any defects, but in this case the tool was purchased used, so wear from use is a factor. I wouldn't personally feel entitled to a new tool, but it's still disappointing that they didn't tighten up the pivot at least. There may be a reason they didn't, but the lack of communication leaves that unclear. I think that's the biggest issue here, actually. They should have at the very least included a note or sent an email explaining why nothing was apparently done.

[Syph007]

I don't think you're being too picky by any means. If you are unhappy with your newly purchased multitool then they should either fix it or send you a brand new one.

Otherwise, do not advertise the warranty...

I do agree the warranty should cover any defects, but in this case the tool was purchased used, so wear from use is a factor. I wouldn't personally feel entitled to a new tool, but it's still disappointing that they didn't tighten up the pivot at least. There may be a reason they didn't, but the lack of communication leaves that unclear. I think that's the biggest issue here, actually. They should have at the very least included a note or sent an email explaining why nothing was apparently done.

Yup totally agree their fail was in communication.  Otherwise its the same effect as just getting your package returned unopened.  Im still curious though if anyone here as ever had a swisstool or SAK for that matter actually repaired in the US.  I was under the impression they dont repair anything only replace and repairs are done in Switzerland.