Warranty questions(PST replacement)

[Scott86]

Just got 2 hand me downs from my dad. A supertool with a broken saw, and a PST with a chewed up can opener and banged up blade.
I think they both have warranty coverage since the supertool is less than 25 years old, and the PST had a lifetime, or on the off chance it was made after the reversed that position, it would still be less than 25 years old(dont know the date code off hand since its still at his place across the country)

My question is, if i send them off and say there is no sentimental value, what would they replace them with? I'm guessing the supertool would get swapped with the supertool 300... but the PST?
I already own a wave, so if thats the standard replacement, i think id just keep the PST, or ask them to repair it.

Thanks for any help or advice.

[Metropolicity]

I imagine that they may give you a wingman/sidekick or one of the kick/fuse/blast series.

My guess is a Fuse.

[Mercury]

I think I remember them giving Blast's for PST's lately. 

[genevabuck]

As the Blast/Fuse on their way out, wait long enough and you will get a Rebar. 

[patrat]

I recently sent in for warranty:
A very abused in need of repair PST
Sideclip
New wave
broken wave pocket clip

In the mail I received
PST, date code 0103
Kick with accessory pocket clip
New wave (I think brand new)
wave pocket clip

No retail packaging, but everything appeared to be new condition.

[Beerplumber]

I recently sent in for warranty:
A very abused in need of repair PST
Sideclip
New wave
broken wave pocket clip

In the mail I received
PST, date code 0103
Kick with accessory pocket clip
New wave (I think brand new)
wave pocket clip

No retail packaging, but everything appeared to be new condition.

it's pretty amazing they sent you a PST back!


Stay multi my friends

[AHB]

I recently sent in for warranty:
A very abused in need of repair PST
Sideclip
New wave
broken wave pocket clip

In the mail I received
PST, date code 0103
Kick with accessory pocket clip
New wave (I think brand new)
wave pocket clip

No retail packaging, but everything appeared to be new condition.

How did you manage to break three Leatherman tools?? 
Both my EDC Sideclip and New Wave have seen plenty of action and they're still going strong...

[patrat]

I operate a shelter for injured leathermans. They came to me that way.

In my hands, I have only broken a supertool, and many pocket clips (wave and skeletool).

[ScrewsBeatRivets]

Here's a list of some useful info:

What you send in ---- What you get back

PST --- PST ("beefy hinges" model)
SuperTool --- SuperTool 300 (AND a nylon sheath)
SuperTool 200 --- SuperTool 300 (AND a nylon sheath)
Sideclip --- Kick with a clip (yeah, lame)
Flair --- Flair
Original Wave --- New Wave

Very occasionally they will repair your tool.

[jasonstcyrus@gmail.com]

I sent my very badly abused squirt p4 and my sons wingman with end broken off of the file back to uk warranty address on saturday. On thursday i received back a new squirt ps4 to replace the p4 and a new wingman. Far better service than i would ever have imagined. I can not recommend leatherman enough. Brilliant customer care!!!

[Scott86]

My dad told my uncle what i was doing, and he said he had a blast he would include in the package being sent to me. He said its rusted badly enough that he does not trust the tool to be safe for rough use, so i guess i'll include that in the package i send to leatherman. I am thinking of holding off until they start using rebars as replacements though, should that be the case. Seems like a nicer tool than the blast/fuse/charge.

Just as long as whatever i get does not have exterior blades like the wave. I might be the only person who does not like that. I find the backs of the blades sticking out screw up the ergonomics of the tool when using the interior tools with the pliers folding in. I dont mind having to open the pliers to get to the knife, if it makes the other 95% of the use i get out of the tool more comfortable.

[Mercury]

I am gonna say this, take it how you may, but i feel really strongly about not sending a tool in that i did not break.  I know the warranty applies to the tool not the owner, but cmon.   If your blast is broken then have it replaced now.  Waiting for them to start using rebars for warranty replacement is both wrong and will take forever considering the blast is still in production.   And the rebar is not better, its just different.  The blast is a great tool.

Its one thing to send in an old tool that you broke and get surprised with a new model, but sending in a chewed up rust bucket you found on ebay just because you know you will get a shiny new tool is not right.  Its that type of crap that ruins a good warranty in the long run.

/end rant.

Sorry, it had to be said.


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[turnsouth]

I can tell you for a fact that there is no guaranteeing what you will receive as a replacement for a retired Leatherman from the LM warranty department.

Over the last two years I received both the current replacement model for a retired tool, and even exact replacements for tools retired for a decade.

When I spoke to Leatherman customer service I found that the warranty department has full authority and final decision making responsibilities for these choices. The only caveat is if you mark the warranty form as sentimental, then they are obligated to repair your tool, or send it back if they do not have the parts.

Customer service said that this is what it really comes down to, whether or not they have a current stock of replacement parts for any particular tool. If they do you will get your tool repaired (or a previously refurbished tool), if not you will get a replacement.

[Bruce909]

The only part of Sean's post I disagree with is " Sorry, it had to be said. ".  The right thing to do is only send in a tool that you broke yourself...or if you are helping someone out who may not be as well versed in computers and/or shipping.   

I had one Leatherman Juice Pro break a back spring while I was playing with it and it needed to go in under warranty.  3 days after they received the broken tool what looked like a brand new CS4 was at my house with a note saying they no longer made the Juice Pro. 

But the key here is breaking the tool yourself.  Not having your "uncle" send you a rusty tool or buying a broken tool on ebay or elsewhere just because you can get something for nothing from Leatherman.  Kinda like you are the guy dealing 3 card Monty in a dark alley, if you did not break it you are taking advantage. 

"...shelter for injured leathermans"  - Give me a break -  XXXXXXXXXXXXX
Bruce



Edit AHB..

[AHB]

Let's keep this civil Bruce.. 
After all we're the friendliest place on the net, remember? 

[turnsouth]

The whole thing is a bit of a "catch 22".

On the one hand, it is somewhat deplorable to take advantage of one of the finest warranties ever conceived by man, thus leading to the possibility of ruining it for others.

On the other hand, Leatherman has made it clear that the warranty on any particular tool goes with the tool, regardless of the current owner.

There are some stipulations though:

This warranty does not cover abuse, alteration, theft, loss, or unauthorized and/or unreasonable use of your Leatherman product. This warranty does not cover sheaths, accessories, imprinting, color finishes, cleaning, or sharpening.

[Mercury]

They have made it very clear Paul, and i have no qualms about sending a tool in for somebody else(international MTO members for instance), or in one case of mine where i bought a "like new" tool on ebay and it came in with serious issues that are covered by the warranty.  But with that purchase i thought i was getting a new-ish tool that only needed some oil before i carried it, not repair/rrplacement. 

I'm really not trying to preach here but i really appreciate leatherman being as awesome as they are and i want to see them stay that way. 

Bruce,


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[turnsouth]

I know what you are saying Sean, and I do not like to take advantage of anything like this. That's why I have made it my personal policy to request a bill for repairs for any tool I send in that I would not warranty myself.

And not just because of my personal convictions, but in agreement with you and others, I don't want to take a chance at ruining a good thing

[Mercury]

I've requested a bill for service too, for my sideclip.  They just fixed it and sharpened it free of charge, it blew me away.  Awesome folks there.  I'm with ya paul!


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[Grathr]

I know what you are saying Sean, and I do not like to take advantage of anything like this. That's why I have made it my personal policy to request a bill for repairs for any tool I send in that I would not warranty myself.

And not just because of my personal convictions, but in agreement with you and others, I don't want to take a chance at ruining a good thing

 

[Scott86]

Wow... Seems emotions run hot on the perception of 'warranty abuse' here. If leatherman offers a 25 year/lifetime warranty and the tool fails from typical use before it expires, it seems like they should fulfill their obligation to repair or replace it. This isnt an iphone or a 360. It is something that is made to be treated rough. If the tool fails before that time of warranty expires,(which btw, is actually below industry standard. SOG, victorinox and gerber all offer lifetime) and the damage is not intentional(Like someone taking a grinding disk to it) then you would think fans of the tool would expect the company to honor their warranty, regardless of who currently owns it.

I have family members who see little benefit in spending the time and money shipping the tools out individually, who have still had the tools fail on them, even with what they consider was light use. My uncle's blast was used on a fishing boat and he said he saw it as a complete waste of money as it had rusted shut after a few days on board before getting *any* use. He tried cleaning it out and sanding the rust off a few times to get it to a usable state, and it was never in a condition he was satisfied that it could be relied upon.

If this community thinks its scamming leatherman to have the useless tool passed down and replaced after that big of an abysmal failure(and i have done my research. This isnt an isolated issue with leathermans rusting near sea water. An issue that has not come up with his replacement, a victorinox) after a few weeks of use years ago, than frankly, i think you guys are dedicating your attention and interest to a product that does not warrant it.

Not having your "uncle" send you a rusty tool or buying a broken tool on ebay or elsewhere just because you can get something for nothing from Leatherman.

Classy. Its been a while since i have heard someone accusing another person of fraud for taking advantage of a warranty. Also, not to critique your math or anything, but if someone *buys* a tool on ebay, and *pays* to ship a tool to the warranty department of leatherman, are they really getting something for nothing? Dont get me wrong, i agree that even though the warranty probably would cover it, its definitely not in the spirit of what leatherman is offering... but it also isnt as ridiculous as getting something for nothing.

2endly, have you looked at the ebay prices for leatherman tools? I just checked it out, and i would say it isnt as enticing as you might have fooled yourself into thinking. Maybe the invisible hand of the market has become aware of this "stellar" warranty(again, industry low), and as such broken/damaged tools have an inflated value.

[Crouton]

I think most users here just have a better grasp of what constitutes abuse of a tool than your average user.  We buy a multotool as a multi use tool that would be helpful in a wide variety of situations but don't expect it to perform as well as a standalone tool for each application.  As such I think our understanding, and appreciation of these tools leads to a manner of use for a multitool that will be in general less abusive to the tool.  Using a knife as a prybar, and having it snap would generally be considered abuse, allowing a tool to rust without regular cleaning and lubrication might be considered abuse.

So it's easy to see that some might be offended by a perceived abuse of a great warranty on a quality product from an excellent company,

That having been said, the Leatherman warranty and the level of quality it implies is simply part of the product.  Leatherman has an excellent warranty on their products, and anyone who sends in a Leatherman tool for repair will almost certainly have it repaired or replaced.  I have never heard of a single refusal from Leatherman to repair or replace a tool due to abuse.

I personally, only get bothered by the most flagrant of warranty abuses, but I suspect Leatherman is well aware of the impact it's warranty program has on it's bottom line.  I also do not send an item in for warranty coverage that I believe was caused by abuse by myself or by anyone.  However the Leatherman warranty exists and I wouldn't begrudge anyone for using it. 

[MeadMaker]

Would you consider it abuse if you dropped your Leatherman in a fire.  Several months ago I guy posted his Leatherman warranty story on the Leatherman Facebook page.  He was out camping when his charge sheath somehow came off of his belt and dropped into the campfire.  The sheath was incinerated the the Charge was  badly damaged.  He sent it in with a request for a quote on repairing or replacing the Charge.  Leatherman sent him a new Charge complete with a new sheath. 

If the guy would have followed the recommendations of some of the members here, he would not have sent the tool in at all.   Obviously the people at Leatherman stand ready to exceed the conditions of their warranty.

[turnsouth]

He sent it in with a request for a quote on repairing or replacing the Charge.

If I'm not mistaken, this is the recommendation of most of the members here

[airballrad]

He sent it in with a request for a quote on repairing or replacing the Charge.

If I'm not mistaken, this is the recommendation of most of the members here

Indeed. My only warranty experience to date was a damaged diamond file on a Charge. I had used it to hack through a steel cable (padlock rusted shut) to liberate my spare tire and be able to drive home. I knew it was my fault, and I offered to pay for the replacement. They sent me a new tool and charged me nothing. That kind of service is one of the main reasons I now own so many Leatherman tools.

Also, as a side note, the 25-year warranty from Leatherman was just to set them apart from the sea of "Lifetime Warranty" tools out there. I even seem to recall reading a quote from Tim Leatherman to that effect. There are now PSTs that are past the 25-year mark (almost 30), and I have heard several stories of those older tools being replaced. I have never heard of anyone being rejected for any reason, although I have heard of some serial abusers being cut off after sending in several batches of abused/rusted tools looking for free new tools.

[turnsouth]

"there's no intention of turning away any longtime customer's warranty claim, no matter how long expired"

[MeadMaker]

He sent it in with a request for a quote on repairing or replacing the Charge.

If I'm not mistaken, this is the recommendation of most of the members here

May of the memembers here seem to think that the tool should not have been sent in if the damage was the result of abuse.

[turnsouth]

May of the memembers here seem to think that the tool should not have been sent in if the damage was the result of abuse.

Can't really blame them for that, Juli (the head of public relations for Leatherman) has said herself that "Intentional misuse and abuse is not covered under the Leatherman warranty".

But as your own witness has shown, Leatherman tends to ignore their own rules, and constantly goes above and beyond for their customers.

[Mercury]

I have no problem with people sending in tools that they destroy during use.  I snapped the blade off my surge awhile back doing something a bit dumb, but Leatherman warrantied it.  Tools break, and sometimes it could have been prevented, but Leatherman understands that and makes concessions.


My issue is with people who are overtly abusing the WARRANTY, not the tool.  Things such as "a shelter for injured Leathermans".  That is total BS.  For instance, buying a broken Supertool off ebay for $15 to $20 and sending it in because you know it will be replaced with a +/- $50 ST300 is absolutely shameful and is terrible abuse of the warranty.  I don't buy broken tools, I buy used ones that get USED before i warranty them, IF I warranty them. 

I don't mean to get all holier than thou here, but don't come in here making accusations you can't back up.  I plainly stated that I agreed with sending tools in for others, such as your situation Scott86.  I've done it for a few friends and oversea's members.  But doing it to get ahead is definitely wrong.  You may disagree and you are entitled to, but that doesn't change anything.

And also, I have personally learned here that bashing ANY tool(except schrade toughtools) is in poor taste and makes you look uneducated.  We acknowledge the shortcomings and positive highlights of all tools(even if it's hard to find a positive).  The Blast is a fantastic tool all around, and Leatherman gives less hassle with their warranty than ANY company I have ever done business with, bar none.  In my experience, it is the best one out there.

[Grant Lamontagne]

You also have to remember that a story posted in a public area like this forum or Facebook is likely to get a more favorable response than may be available if you call the 800 number.  I'm not suggesting that Leatherman does this, but if they were inclined to turn down a repair they certainly wouldn't do it if the customer was making the whole thing public.  It's worth more than the cost of a few replacement tools to have good publicity like that.

Def