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GSM does away with lifetime warranty!

us Offline matt2silver

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GSM does away with lifetime warranty!
on: July 29, 2022, 12:25:29 AM
Just a heads up to all the SOG owners out there. GSM is not honoring the SOG lifetime warranty on its multitools. I just got off of the phone with customer service trying to get some replacement parts for one of my multi-tools and was informed that they are no longer stocking parts to repair multi-tools except in rare cases. From this point on all new SOG multi-tools carry a 1-year manufacturer's warranty and that's it. Older tools aren't even in their system.
 I don't know about you guys but the lifetime warranty was one of the reasons that I was interested in SOG. Knowing that I could buy a tool and use it and not worry if something happened was nice. Without the lifetime warranty I doubt that I'll be buying many more sog items.
In any case if one of you guys happens to have a spare hexagon ended pivot for the internal tool end of the pocket power plier I would be happy to be able to purchase it from you as it seems warranty repairs are no longer a thing.


us Offline cody6268

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Re: GSM does away with lifetime warranty!
Reply #1 on: July 29, 2022, 03:10:54 AM
I also recall someone requested a pocket clip from Cold Steel (which, apparently, they used to send at no charge), and under the new company (also GSM Outdoors), they refused to do so as their new policy is no replacement parts.

Honestly, and I know this might sound excessive, but after these horror stories, I avoid both brands--the late '90s early Voyager L I have is getting replaced with a Spyderco Endura, as the Voyager has some wear issues related to its previous owner. Something tells me it's going to go the way American LaFrance did. When they did business here in town, they were run by a holding company that really didn't know what they were doing. They did super-well once American LaFrance got sold to Freightliner in '99 I think, and once sold to a hedge fund, they went bankrupt by 2014.

The only problem I have is what if Buck or Leatherman gets sold to such a company? Victorinox I think is highly unlikely.  I think both Lynn Thompson and Spencer Frazier made a huge mistake.



ca Offline Chako

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Re: GSM does away with lifetime warranty!
Reply #2 on: July 29, 2022, 04:48:06 AM
Wow. Thanks for the heads up. That really sucks for the consumer.
A little Leatherman information.

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us Offline Fireman

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Re: GSM does away with lifetime warranty!
Reply #3 on: July 31, 2022, 11:40:02 AM
Just a heads up to all the SOG owners out there. GSM is not honoring the SOG lifetime warranty on its multitools.

They need to update their website, which shows knives and tools backed by their lifetime warranty.


us Offline chrono

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Re: GSM does away with lifetime warranty!
Reply #4 on: August 01, 2022, 01:26:34 PM
Wow, what a way to bring down the brand image. Do they require proof of purchase to validate the 1-year period?

What about their knives? I recently got back to collecting SOG knives, thanks to some good deals on the SOG XR ones. It would suck if there is 1-year warranty on a US-made Seal XR.


pr Offline Juan el Boricua

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Re: GSM does away with lifetime warranty!
Reply #5 on: August 03, 2022, 05:08:07 AM
Thanks for the information, matt; now its just a matter of hello-farewell affair between SOG/GSM and me. I had bought a pair of Powerlocks  on sale (B61 and 63 to be exact; and,  after having and even liking them I would not have paid full price for either one; blades are too thin thin/"flimsy"). A month ago I tried to buy from the site replacement scissors and v cutter to no avail as PR is not listed, even after recognizing the US zip code, but unable to complete as I can not leave blank "state" line. After an email, they wanted me to place the order by phone ... now they won't warranty it? Farewell SOG!


cy Offline dks

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Re: GSM does away with lifetime warranty!
Reply #6 on: August 03, 2022, 02:55:59 PM
They sold the powerduo with known problems and never admitted it or apologised to anybody - that was in their glory days, so the SOG quality assurance and customer interest/care continues as before as far as I am concerned .

Did not by any of their "tools" since and never regretted it. 
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ca Offline Grant Lamontagne

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Re: GSM does away with lifetime warranty!
Reply #7 on: August 06, 2022, 03:42:11 PM
This is really crappy news.  I had high hopes.

The worst part is, all of their competitors offer a lifetime warranty, with the exception of Leatherman, which is a 25 year warranty but I was told by LM reps they aren't going to turn anyone away, even if the tool is over 25.

SOG deciding to limit their warranty, especially that significantly, makes no sense whatsoever- these kinds of moves are what can kill a brand off.

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


us Online Aloha

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Re: GSM does away with lifetime warranty!
Reply #8 on: August 06, 2022, 05:14:13 PM
Fine they don't want to have a lifetime warranty but 1 year?
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ca Offline Grant Lamontagne

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Re: GSM does away with lifetime warranty!
Reply #9 on: August 06, 2022, 05:25:15 PM
Yeah, that sounds pretty bad.

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


gb Online SurgeUk

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Re: GSM does away with lifetime warranty!
Reply #10 on: August 06, 2022, 07:37:42 PM
Yeah, that sounds pretty bad.

Def

I don't have many but, I guess - I'll have no more then  :dunno:
They don't like it up 'em!


ca Offline Grant Lamontagne

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Re: GSM does away with lifetime warranty!
Reply #11 on: August 07, 2022, 12:20:28 PM
I'd still highly recommend some of the older models like the Powerlock, PowerPlier, PocketPowerPlier, ParaTool and even the PowerAssist and BlackFin.  These are tools that you don't need a warranty on- the plier mechanism is absolutely rock solid and indestructible, and the rest of the tools are user replaceable, and available for purchase separately.

Def
Leave the dents as they are- let your belongings show their scars as proudly as you do yours.


us Offline Maxlvledc

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Re: GSM does away with lifetime warranty!
Reply #12 on: November 19, 2022, 11:23:21 PM
I've just called GSM on 2 separate occasions related to the lifetime warranty. In both cases they said the lifetime warranty is still active and they have no intention of removing it. They also were getting me set up for an authorization for the "multitool " I said had broken pliers that were over 5 years old.

This is a relief. HOWEVER, they also confirmed that they will no long be stocking separate parts.


us Offline ElevenBlade

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Re: GSM does away with lifetime warranty!
Reply #13 on: November 28, 2022, 03:06:22 AM
I recently had to use their warranty.  As Max says, they are honoring the lifetime warranty, but they no longer have a repair shop, it seems.  They just make you send the tool back to them for an equivalent replacement. 

They have been known to replace pocket clips per request (apparently due to complaints about their billboarding)

So if nostalgia keeps you holding onto your SOG, you might be out of luck, but if you do need a replacement of a broken tool, that is still in effect. 


 

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