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Gerber Warranty Worthless?

us Offline BPRoberts

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Gerber Warranty Worthless?
on: November 27, 2024, 12:05:13 AM
Anybody have any luck with Gerber's warranty lately? I put in a ticket on a machete in August, got the auto response of 3-4 weeks and then nothing. Emailed the provided address in October and haven't heard back.

Last night, I had the pocket clip on a Lockdown snap while I was taking it out of the box. Tried to submit a claim and the online form gave me an error when I tried to upload a picture, and won't let me submit without one.

Tried to call multiple phone numbers, and it redirects to a "go online" message and then hangs up.

I could try the ol' whine on social media trick, but I'd rather talk to you guys. Not sure I'll be buying any more Gerbers if their customer service is like this now.


us Online IMR4198

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Re: Gerber Warranty Worthless?
Reply #1 on: November 27, 2024, 02:23:12 AM
Does ''put in a ticket" mean returned?  Best wishes.  G
 :think:


pr Offline Juan el Boricua

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Re: Gerber Warranty Worthless?
Reply #2 on: November 27, 2024, 05:27:46 AM
I'm sorry for your experience, as I had good experiences in the past, albeit taking a long time for them to be resolved (replacement C clips x2, replacement sheaths x3, replacement tool, Pro Scout, x1; queries, x4). My only negative (besides taking a month or so to fulfill) was a query for replacement pivots for an MP700, which they never responded (placed in September); did not followed up as it was a freeby, and had a broken frame/handle. Too bad if its going to be as such and  they loose more ground in their CS, as it was what kept me as a customer.


us Offline BPRoberts

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Re: Gerber Warranty Worthless?
Reply #3 on: November 27, 2024, 03:50:11 PM
Does ''put in a ticket" mean returned?  Best wishes.  G
 :think:

I filled out the form on the website.


us Online IMR4198

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Re: Gerber Warranty Worthless?
Reply #4 on: November 27, 2024, 04:23:08 PM
   Got you.  I just never heard that before.  Best wishes.  G
 :hatsoff:
      PS I almost forgot to wish you and your dear wife a very Happy Thanksgiving.  All the best.  Gary
« Last Edit: November 27, 2024, 04:48:16 PM by IMR4198 »


us Offline BPRoberts

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Re: Gerber Warranty Worthless?
Reply #5 on: November 27, 2024, 09:34:27 PM
You too, Gary. I hope you and the critters have a nice dinner tomorrow.


us Offline BPRoberts

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Re: Gerber Warranty Worthless?
Reply #6 on: November 30, 2024, 12:08:02 AM
I submitted a fresh email about the first warranty, and got an auto-reply that they're moving to a new system. I guess that explains the non-working web-form, but you'd think they'd just take it down and put up a page that says "EMAIL US HERE" in the meantime.


us Offline Farmer X

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Re: Gerber Warranty Worthless?
Reply #7 on: November 30, 2024, 11:31:58 PM
That is a bit of a bummer. Here's hoping they make it right.
USN 2000-2006

Culling of the knife and multi herds in progress...

If I pay five figures for something, it better have wings or a foundation!


us Offline BPRoberts

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Re: Gerber Warranty Worthless?
Reply #8 on: January 19, 2025, 07:02:48 PM
Got a package from Gerber yesterday. Final timeline:

Aug 12: Submit warranty form online. Get an auto email saying 3-4 weeks.
Oct 10: Emailed, no response.
Nov 28: Tried to open a new claim (form down), call (no way to push through to a human, auto hang up after phone robot), and sent another email.
Dec 18: Gerber replied to email, and made me send a picture of the machete WITH A TAPE MEASURE.
Jan 3: Replied to their email, awlso mentioned the broken Lockdown and included a picture.
Jan 19: Package arrived w/ machete and Lockdown.

So, Gerber did honor the warranty, including the Lockdown that I claimed "off the books." Still, it took over four months and a half dozen attempts at contact to get any kind of a response. Once they finally got the ball rolling, it took about 2 weeks from my reply to when the tool arrived.

It sounds like they're transitioning to a new system, so maybe it's getting better?


us Online IMR4198

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Re: Gerber Warranty Worthless?
Reply #9 on: January 19, 2025, 07:24:41 PM
  I don't think I would regard that length of time and number of requests as positive.  You came out in the end, but it was a huge pain in the drain.  Breaking a pocket clip as you were taking it out of the package doesn't sound so great either.  I used to like Gerber, but haven't had a new one lately. I don't recall hearing what was wrong with the machete?  Best wishes.  G
 :oops:
« Last Edit: January 19, 2025, 07:32:54 PM by IMR4198 »


us Offline BPRoberts

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Re: Gerber Warranty Worthless?
Reply #10 on: January 19, 2025, 08:05:19 PM
It had a bunch of dings in the blade from branches that weren't (in my opinion) too big for it. Not thrilled with the time/effort to get the warranty. I think my current Gerber stance is that the USA ones are still decent (I have a few newer MPs, and they're all great), but the outsourced stuff you're probably better with a "first party" Chinese company like Roxon. I feel like they've also moved prices up more than a lot of the other companies. It used to be that the MP600 (and even more so the now discontinued 400) were the cheapest "brand name" multis around. Now you can find a Rebar for less than an MP600 a lot of the time.


us Offline Farmer X

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Re: Gerber Warranty Worthless?
Reply #11 on: January 20, 2025, 10:21:06 PM
Less than a fortnight would have been a great turnaround time. It's a bummer that so much time and effort has to be wasted in getting the ball rolling. Gerber's multis are probably okay for my light home usage...but for tools that I'd put to heavier-duty use, I'll stick with Made in USA.
USN 2000-2006

Culling of the knife and multi herds in progress...

If I pay five figures for something, it better have wings or a foundation!


 

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