Everytime I send a tool to them, I don't get a repaired/replaced tool back for 3-6 weeks. Remember, they handle tens of thousands of returns a year, so they probably don't address the warranty claims as personally as we would like. But, they do take care of things eventually. Now, if you are asking them a lot of specific questions or requesting other things(like a customized tool)(not saying you are. Just going over possibilities), the people answering emails may not understand what you are conveying. Te email filters may be dropping the emails with certain keywords or questions. I don't imagine the customer service agents know a lot about MTs.
I think that if I'd received 5 or 6 emails about a customer return that had only been in process for less than 4 weeks I'd be ignoring them.
I imagine with the decline of factory QC, and the new plier head on the Plus Charges/Waves, they may be swamped in return requests. Good luck with getting your tools back, Sam! There really isn't an excuse for them not to inform you of the progress, but I can see how it may happen.
Quote from: gerleatherberman on July 18, 2018, 02:46:27 PMI imagine with the decline of factory QC, and the new plier head on the Plus Charges/Waves, they may be swamped in return requests. Good luck with getting your tools back, Sam! There really isn't an excuse for them not to inform you of the progress, but I can see how it may happen. ...What makes you say that they are swamped by returns because of the new plier head ?
for every email leatherman receive someone somewhere has to wait an extra 5 mins for his tool.you've just cost somebody 30 mins sam
So, Steve and D_T, many people have stated criticisms about the Plus Charge and Plus Wave being poorly finished(compared to the non-replaceable cutter Wave) and the new plier head not being as strong (because of the cutter inserts and less structural steel in the pliers), with having said that, it is not my point to argue(I don't have. Plus model to examine). I was just stating a hypothesis as a possible reason LM stopped responding to Sam's emails(being the thought they may, possibly, be overwhelmed with returns). For the record, I am all for you guys buying a Plus model Learherman. Please do not let my hypothesis about LM's returns system and Sam's emails dissuade you in the least.
Quote from: gerleatherberman on July 18, 2018, 08:40:36 PMSo, Steve and D_T, many people have stated criticisms about the Plus Charge and Plus Wave being poorly finished(compared to the non-replaceable cutter Wave) and the new plier head not being as strong (because of the cutter inserts and less structural steel in the pliers), with having said that, it is not my point to argue(I don't have. Plus model to examine). I was just stating a hypothesis as a possible reason LM stopped responding to Sam's emails(being the thought they may, possibly, be overwhelmed with returns). For the record, I am all for you guys buying a Plus model Learherman. Please do not let my hypothesis about LM's returns system and Sam's emails dissuade you in the least. The reason I asked is that there seems to be a lot of people claiming that the new plier design is weak but with no evidence to back it up. I thought maybe you had some first hand experience of that being true. I haven't heard any first hand accounts of the new design breaking as of yet. So time will tell if all the speculation about it has merit or not.
Quote from: kingofswords on July 18, 2018, 11:33:02 PMfor every email leatherman receive someone somewhere has to wait an extra 5 mins for his tool.you've just cost somebody 30 mins sam No i didn't.. Cos they ignored all my mails..
since I'm not a heavy plier user (why did I even buy a Wave + ).
Quote from: Sam Lim on July 19, 2018, 01:27:09 AMQuote from: kingofswords on July 18, 2018, 11:33:02 PMfor every email leatherman receive someone somewhere has to wait an extra 5 mins for his tool.you've just cost somebody 30 mins sam No i didn't.. Cos they ignored all my mails.. I have returned a few tools over the years and unless something is wrong they never usually contact me so perhaps that is a good sign Sam Hopefully those tools have already been processed and back on their way to you
Good news then!