The Best Warranty Service In the Business

[trouthunter]

To today I am sitting my desk and  I get a call for Leatherman Customer Service to apologizing that they are not able to repair my Hollow Riveted PST.  Who does that these day.  Not just a simple letter but a call.  How awesome is that.

[Breezy12]

awesome -- I love hearing stories like this.    I bet you could count on one hand the number of companies that would handle a sentimental warranty claim like that.

[AHB]

Excellent service..

[Monrogue]

Exactly.  Not many companies would take that time and have the consideration of their customer's sentimental value of an item as a real concern.  You have to give it to Leatherman   Sometimes their QC can be a bit questionable, but they will stand behind their guarantee without question

[captain spaulding]

Doesn't get much more "personal" than that. Great job LM Customer Service.

[derekmac]

I was super happy with the turn around time when I had to send my CS4 in for work.  It only took about a week to get it back from the time I shipped it.

[Zed]

I got the same call about my old wave  and got a very fast email recently about my surge   

[AimlessWanderer]

To me it makes just good business sense, and NOT from a "personal touch" element either. It's quicker and therefore cheaper, and they can instantly determine what wants doing next (no waiting for you to write back with preferred plan B) so they can get it underway and there's less cases held open to get confused about. If they get a customer who starts demanding something disproportionate, adopt calm voice, say no - here's your options or take it back (diplomatically of course), again reducing non-essential letters, postage, stationery and of course employees time, all by opicking up the phone and getting it sorted in a matter of seconds.

To me that's not being superior or going the extra mile, it's just common sense and efficiency 

So what is Plan B on this one Trouthunter?

[trouthunter]

To me it makes just good business sense, and NOT from a "personal touch" element either. It's quicker and therefore cheaper, and they can instantly determine what wants doing next (no waiting for you to write back with preferred plan B) so they can get it underway and there's less cases held open to get confused about. If they get a customer who starts demanding something disproportionate, adopt calm voice, say no - here's your options or take it back (diplomatically of course), again reducing non-essential letters, postage, stationery and of course employees time, all by opicking up the phone and getting it sorted in a matter of seconds.

To me that's not being superior or going the extra mile, it's just common sense and efficiency 

So what is Plan B on this one Trouthunter?

It is off to the display case.  It original intended destination.  I just really wanted it fixed so that it was in very good order.  Either way it a prize to have.

[AimlessWanderer]

 

[Zemtem]

Yep brilliant service!
I have had to call them a few times, first was the locking push button on my blast broke, it was returned fixed within a week and been fine since. I lost the eyeglass screwdriver bit from the blast, one phone call and it's in the post free of charge. Brilliant service!

[stealth007s]

Very