I recently sent my user OG Wave in for some warranty work, and asked to have the blades sharpened in addition to the repairs. The tool was returned in good working order except the knife blades were both like butter knives. I sent an email to Leatherman expressing my disappointment. A few days later I got an email back from a gal in their warranty dept. explaining that since I didn't include a check for blade sharpening they didn't do it. In my email I expressed that I was surprised they didn't contact me by email stating this before they shipped it back since it was clearly in my request notes. The explanation was that they can't store tools while waiting for responses. All in all, not an entirely unreasonable explanation, but certainly not usual for an OEM manufacturer warranty service. In the past Leatherman has always sharpened the blades without a request and at no cost, so this was a bit of a surprise to me but I will say I certainly don't think it's unfair, or unreasonable for them to charge and expect to be paid for an additional service.
Now, that was the response for why the process played out this way. However, she then offered to sharpen the blades for free and also included pre-paid postage to send the tool back.
With the issues I see with Leatherman's recent QC I have to say this is absolutely top notch customer service and that should be considered when evaluating them as a company. This proves to me that they really do care about taking care of their customers because actions like this prove they have an eye on customer satisfaction and keeping a loyal customer base.
Well done Leatherman. Very well done.
Sent from 9 miles from the face of the sun
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