Second bad thing, they told me they didn't guarantee that the tool could be repaired, restored or exchanged even after sending the tool to them, because it was VIctorinox's final word on it that would determine that. Thirdly, they told me that the waiting time between the moment they got the tool (dealers) and Victorinox got it from them and gave an answer was about 2 months, add then the time to repair (at a price) the tool, send it back to the dealer and then the dealer back to meFinally they said that the handling fees for them would cost me a min of $18, to which I should add shipping the tool to the dealers ($6) and then the cost for them to send it repaired to me (another $6 again),all of that if Vic's HQ deemed appropriate to repair my tool
Finally an area where LM is Victorinox’s equal... they both have equally smurfy distributors!
I bought a completely destroyed DAK last summer from a military surplus store.Broken blade, broken awl and Pabloed can opener.I handed it in at a local dealer and asked to maintain the scales.He gave it to the importer's salesman, which brought it to their HQ.From there to Vic Germany,From there to Vic HQ.Repaired,That exact same route in reverse.Everything combined took 3 months (they did it in 2 the time before that)It came back EXACTLY as I hoped for.Brand new apart from the slightly battered scales.And the price was a whopping €4 for shipping costs... which is like $5? Less?Couldn't be more pleased.So it can be done! But it does look like we've got an awesome importer!(Which is "Homeij" I think)
Quote from: Mechanickal on January 31, 2018, 10:40:18 PMI bought a completely destroyed DAK last summer from a military surplus store.Broken blade, broken awl and Pabloed can opener.I handed it in at a local dealer and asked to maintain the scales.He gave it to the importer's salesman, which brought it to their HQ.From there to Vic Germany,From there to Vic HQ.Repaired,That exact same route in reverse.Everything combined took 3 months (they did it in 2 the time before that)It came back EXACTLY as I hoped for.Brand new apart from the slightly battered scales.And the price was a whopping €4 for shipping costs... which is like $5? Less?Couldn't be more pleased.So it can be done! But it does look like we've got an awesome importer!(Which is "Homeij" I think)Victorinox, not Amefa, I presume? (The DAK)
Quote from: Pablo O'Brien on January 31, 2018, 10:43:07 PMQuote from: Mechanickal on January 31, 2018, 10:40:18 PMI bought a completely destroyed DAK last summer from a military surplus store.Broken blade, broken awl and Pabloed can opener.I handed it in at a local dealer and asked to maintain the scales.He gave it to the importer's salesman, which brought it to their HQ.From there to Vic Germany,From there to Vic HQ.Repaired,That exact same route in reverse.Everything combined took 3 months (they did it in 2 the time before that)It came back EXACTLY as I hoped for.Brand new apart from the slightly battered scales.And the price was a whopping €4 for shipping costs... which is like $5? Less?Couldn't be more pleased.So it can be done! But it does look like we've got an awesome importer!(Which is "Homeij" I think)Victorinox, not Amefa, I presume? (The DAK)I'm a Vic guy... no way I'll buy an Amefa.Only off brand SAKalike I bought is an old Belgian Army Knife made by "Colasse"... since I'm Belgian...No! NOT german!
Well I have an update of sorts for everyone. i have gotten in touch with a Vic USA Rep and here are a couple of excerts from our comunications."...I just want to see how we can resolve this with you and get better, what has occurred, is not acceptable to me...." and "...like to follow up with two internal departments, I’ll do my best to try and make sense of what transpired and offer a resolution and correction to the correspondence you received. Thanks for helping me understand this better, being of service to our customers gives our work true meaning..."I think sometimes that the problem is everything is just a number (numbers are great for tracking) and the fact that a real person is on the other end gets forgotten.I am hopefull all will turn out well.
I do hope this is an indication you will be taken care of and this matter will be a learning moment for whomever sent that scripted message initially. I have always read how wonderful LM and Vic warranties were. I have experienced terrific warranty from both. I've also read how our brothers across the pond have a difficult time with LM warranty. In some cased down right refusal to help. It always bums me out especially knowing how well we are treated here by LM. Not to mention the increase they pay over what we do for their tools. I've not experienced what you have from either company. Anyone who is not treated to what some of us have known to be outstanding warranty from both companies is unacceptable.
Well I have an update of sorts for everyone. i have gotten in touch with a Vic USA Rep and here are a couple of excerts from our comunications.
I'm glad you found a human being, not a bean counting roach, on your second attempt. But I'm still gob smacked. This isn't the Victorinox I've known ALL of my life. I think someone took it upon themselves to play the Smurf You game with customers. The only thing I hate more than people who scream and swear and threaten to have some one fired over the phone is this kind of crap. I was about to order a Walker from them, but until you've got an answer I like I think I"m going to hold off.
Why I stick with leatherman,less hassle and new tool back in 4-7 days only cost is me sending the tool to Whitby
Quote from: Zed on February 02, 2018, 01:04:13 PMWhy I stick with leatherman,less hassle and new tool back in 4-7 days only cost is me sending the tool to Whitby Exactly the reason why I stick with Vic Only difference is the waiting time.But like mentioned before, it all depends on the importer of the specific brand in your country.
Quote from: Pablo O'Brien on January 31, 2018, 07:27:49 PMFinally an area where LM is Victorinox’s equal... they both have equally smurfy distributors!
Just curious, what year of plier head was your swisstool? I can see them replacing instead of repairing, example a 98 pattern tool. Vs a 2010 or later tool will have different parts etc. But to not offer replacement is truly bad service indeed. I think Leatherman will experience lots of old waves being sent in just to get the new wave pluses.
Now and update,I have been in regular contact with the previously mentioned Vic Rep. This all actually started while he was out with the flu and he still was sending me emails and keeping me up to date despite me suggesting he get some rest. Below is the latest email sent just yesterday. "Dear Doug,You have been of great help to us, identifying the short comings in communication is key for us to engage better with our customers !As for replacements to you …I know well your intent and do know this was not your goal, but with the help you have given me it’s totally within my discretion to support you this way and besides that it’s my pleasure. I will get some things off to you this week, "I am amazed at what I just recieved Next Day Air FedEx.Needless to say I'm in Swisstool heavan. On top of all these shiny new Swisstools he is having the old ones sent back at no charge. Maybe I'll try to mod them.So now I want to ask the Mods to change the title of this thread to I WAS, not very happy with Vic'
Quote from: Douglas on February 17, 2018, 03:33:02 AMNow and update,I have been in regular contact with the previously mentioned Vic Rep. This all actually started while he was out with the flu and he still was sending me emails and keeping me up to date despite me suggesting he get some rest. Below is the latest email sent just yesterday. "Dear Doug,You have been of great help to us, identifying the short comings in communication is key for us to engage better with our customers !As for replacements to you …I know well your intent and do know this was not your goal, but with the help you have given me it’s totally within my discretion to support you this way and besides that it’s my pleasure. I will get some things off to you this week, "I am amazed at what I just recieved Next Day Air FedEx.Needless to say I'm in Swisstool heavan. On top of all these shiny new Swisstools he is having the old ones sent back at no charge. Maybe I'll try to mod them.So now I want to ask the Mods to change the title of this thread to I WAS, not very happy with Vic'DIBBSI
Quote from: Butch on February 17, 2018, 03:38:45 AMQuote from: Douglas on February 17, 2018, 03:33:02 AMNow and update,I have been in regular contact with the previously mentioned Vic Rep. This all actually started while he was out with the flu and he still was sending me emails and keeping me up to date despite me suggesting he get some rest. Below is the latest email sent just yesterday. "Dear Doug,You have been of great help to us, identifying the short comings in communication is key for us to engage better with our customers !As for replacements to you …I know well your intent and do know this was not your goal, but with the help you have given me it’s totally within my discretion to support you this way and besides that it’s my pleasure. I will get some things off to you this week, "I am amazed at what I just recieved Next Day Air FedEx.Needless to say I'm in Swisstool heavan. On top of all these shiny new Swisstools he is having the old ones sent back at no charge. Maybe I'll try to mod them.So now I want to ask the Mods to change the title of this thread to I WAS, not very happy with Vic'DIBBSI Trade ya one SS Swisstool Spirit for two Champs of my choice.