Leatherman Customer Service

[Trigger Monkey]

Gents,

Despite the founder's political leanings I like their tools just fine and prefer them over other brands for one reason or another. This past week I used their CS for the first time and I have to say they're pretty damn good at it. I'd sent in my original Leatherman Wave tool that I've had for years because I managed to break the serrated blade and one of the small flat headed screwdrivers by not using them as they were designed to be used. I called them up last Thursday (02/04/10) to see if it'd made it there ok and how long it might be to get fixed. To my surprise I was told that they had received it Tuesday (02/02/10) and they had just sent a package out to me that day. Just two days was all it took to care of the issue. Skip forward to today and out at the mail box I found a small package from Leatherman waiting for me. I opened it up and found that they didn't even fix the old one..they just sent me a brand new Wave multi-tool with a nylon sheath at no charge. Now, liberal or not, it's pretty hard to argue with results like that...send in a broken item and get a brand new one back the next week, no charge, no muss, no fuss.

 

[PDXGS]

Re: Leatherman Customer Service

I've met Tim Leatherman personally. He's good people. And although he doesn't have a lot of involvement in the company anymore, they do believe in supporting our troops with a quality product.
That's my experience anyway.

 

[kilo7788]

Re: Leatherman Customer Service

Sweet. I have alot of broken leathermans. But they were all issued so I wont bother. I do love them. Couldnt do my job if I did not have one.

 

[abizdafuzz]

Re: Leatherman Customer Service

I broke my Wave a few years ago like you (not normal use) and just sent it in and with in a week I had a fixed, sharpened, and cleaned or new tool in my hands. I liked the service and love the tools, carry it on me every day.

 

[Queequeg]

Re: Leatherman Customer Service

Liberal or not, they run their business the way a business should be run. Funny how it works.

I broke my first wave tool back in 2002. I'd had it for years and twisted the plier while my massively powerful right hand gripped the handles fiercely. Naturally, given the plier was never designed for the force I placed on it, it broke. While the rest of the tool was still useful, it's most important function, the pliers, were fucked. So I called them and admitted my "Primitive Pete" abuse of same and asked them to repair it at my cost.

They sent me a new one...at no charge!

I now own at least 5 Wave tools. I have a profound knife and multi tool addiction and own Gerbers, Schrades, Bucktools and Sogs but my favorite is the Wave tool which I always have on my belt.

With customer service like that, my loyalty is guaranteed.

 

[MountainMan2]

Re: Leatherman Customer Service

Never new anything about there political lean but broke the two smallest flathead bits in my blast. They repaired and sent it back with no questions asked. The original leatherman was not too impressive but their products have improved in quality over the years. Never leave home without it.