@TB
Well said TB !
I'm with Ryan on this one.Personally I would have gone to the retailer first, and I think most here would agree. However, I think most here would also agree is the guy just wanted what he'd paid for, and Leatherman could have been more helpful in there response, even if it was just a clearer explaination.I'm glad you got a satisfactory settlement, Ryan
TY thundahbeagle. Quite a well written post, sir! A level of reasoning that needed to be said.BUT, lets just clarify one last thing, if y'all don't mind.The Surge that was defective was not a "dud" in the common sense of the word. The can opener did not lockup correctly. That is it really. It is a minor QC oversight. A "dud" typically has multiple issues. For around $90-$100, the Surge is well below its' competitor's pricing on similar tools...If there are actually any comparable tools. I just don't know of any. QC suffers first when people won't pay extra for extra quality. The LM warranty takes care of this though.
... The inside the handle tools just flopped out, the end caps that are held in place with the security torx were loose, and the worst was one side of the handle doesn't "click" into place so when you close the pliers onto something once you try to open it the handle folds out before the pliers open ...
Quote from: gerleatherberman on October 09, 2017, 10:40:36 PMTY thundahbeagle. Quite a well written post, sir! A level of reasoning that needed to be said.BUT, lets just clarify one last thing, if y'all don't mind.The Surge that was defective was not a "dud" in the common sense of the word. The can opener did not lockup correctly. That is it really. It is a minor QC oversight. A "dud" typically has multiple issues. For around $90-$100, the Surge is well below its' competitor's pricing on similar tools...If there are actually any comparable tools. I just don't know of any. QC suffers first when people won't pay extra for extra quality. The LM warranty takes care of this though.A minor QC oversight that left one of the tools useless ... (I thought this was on the Captain his Surge ... ).If I remember correctly the OP had several problems:Quote from: Ryan78matin on September 27, 2017, 06:17:39 PM... The inside the handle tools just flopped out, the end caps that are held in place with the security torx were loose, and the worst was one side of the handle doesn't "click" into place so when you close the pliers onto something once you try to open it the handle folds out before the pliers open ...On my Surge the spring on the scissors broke, after only being used like two times, the end caps were also loose and didn't align with the handle, and I also had to tighten the inside tools ... And if you want to buy a Surge over here at a local store, you'll need to dig up 189 Euro. Call me nitpicky, but for that amount I expect a tool that has zero "minor QC oversights" ...
Quote from: 50ft-trad on October 09, 2017, 07:29:24 PMI'm with Ryan on this one.Personally I would have gone to the retailer first, and I think most here would agree. However, I think most here would also agree is the guy just wanted what he'd paid for, and Leatherman could have been more helpful in there response, even if it was just a clearer explaination.I'm glad you got a satisfactory settlement, Ryan +1Well said mate .And Leatherman might have this awesome warranty in the U.S., but in other countries it's often a different story. So when I read things like "Leatherman won't honor warranty, which is a lie . It annoys me" it kind of annoys me, to be honest. I'm sure some might say that, again, this is not Leatherman's fault, But for customers outside the U.S., the local distributor IS Leatherman, or at least an extension of Leatherman, and I do think it's their responsibility to make sure their excellent U.S. warranty is available for their foreign enthusiasts/customers also. Especially when they maintain the current level of QC ...The way I see it, in this case, Leatherman should be grateful that Net Rush handled it so good, Net Rush had to clean up the mess that Leatherman made by letting this dud leave the factory (once again ...). We're talking about a first time customer who had quite a disappointing first experience with the Leatherman brand, and thanks to Net Rush this customer now has a Leatherman on his belt, and is thinking about buying another one ... Well played Net Rush, I'd say ... So what do we say Leatherman ? Thank you Net Rush ...
Multiple quality issues on a supposedly top rate tool, and an unhelpful response from the customer care team. Ryan is getting called out for being overly critical, but with respect to all, I think some people here are getting overly/disproportionately defensive/protective of the brand. Top end pricing, multiple defects on a single product, and poor customer aftercare is not a good equation. Ryan was more than entitled to be unhappy with the cards he was dealt, even if he did contact people in the wrong order. I don't care how much you like the brands or products, you don't attack other customers for being unhappy with poor products, and abrupt support responses. Plus, to echo TG, they DO NOT offer the same level of service everywhere their products are sold.
Looks like it's about time to stop talking about the wrongs in this story, and start focussing on the rights ...All QC issues aside, when they do get it right, Leatherman still produces magnificent tools, you just need a bit more luck buying one these days than you used to a couple of years ago ... (and this can be said for a lot of things these days ).
Ryan, while you made a couple of booboos along the way, I think you were quite patient initially, and entitled to your frustrations. I also think that in light of some of the comments you have received in this thread, you have handled things quite well here too I'm glad you have reached a point where you can now draw a line under the events and move forwards. While some have been quite supportive of the company, I will always be inclined to side with the consumer, unless they do something daft (like contacting the wrong people ) The numerous tool problems were not of your making, neither was the frustrating lack of guidance from the manufacturer. Despite that you have praised those who helped you, and been prepared to try again with the manufacturer who let you down in multiple ways.If you do move forward to get a Surge, I hope you have better luck with the product and customer service. I also hope you'll stick around here and become a frequent contributer to our wider multitool community Good luck with your tool/s, and I look forward to hear how you get along with the Wave
Some others ARE right. After some work Leatherman said they'd ultimately fix the tool if sent. I'd like to request if possible a moderator change the title to...i don't know...Sad Surge Day. Thanks! Unless I can edit it myself.
We don't have to agree on how to handle things. What we can all agree on is getting a tool we paid our hard earned money on and getting anything less that a working tool sucks. Do duds come from the factory? Sure. Seems we have seen our fair share. On the bright side. When Leatherman does get it right, oh boy. Not all tools appeal to everyone and hand size, needs, personal views , etc all play a part but daggone it the Surge is KING. I hope when you finally decide to get one its flawless and you stay around to share thoughts on it.
I find this all just a bit ridiculous. LM QC notwithstanding, if you order something from Amazon and it is not up to spec, return it immediately before disparaging the product manufacturer. Give the ASAP return a chance. The whole process of receiving an exchange would take infinitely less time than wrangling with the manufacturer's customer service. If the exchange is also not up to snuff then you have a case.
Again you step in late to fan the fire....not cool !