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Old 02-07-2020, 01:48 PM
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rang-a-stang rang-a-stang is offline
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Another story of AMAZING customer support (not an FSJ company though)

Back in the mid 90's, when I was in the Navy, I bought a Gerber multi-tool. I used it several times, every day on my ship. I considered it absolutely essential to do my job. I got out in 2001, got a (mostly) desk job, and my Gerber went into my gun kit for use there.

Over the last almost 20 years I have used the flat head screw driver pieces on that Gerber to pry on things and have broken the corners off all 3 of the flat head screw driver parts. Last week I sent an email to Gerber that said
Quote:
Originally Posted by rang-a-stang
Hello Gerber,
I have one of your multi-tools I bought back in the mid 90’s. I really like it but have broken 3 of the tools on it [I attached a picture]. Honestly, I broke them using them to pry on stuff when I should not have so I don’t consider this a warranty claim since it was being used incorrectly. I do not consider this tool sentimental so if it is not cost effective to repair it, I will probably just get a new one.

How much would it cost for me to send this up to you guys for you to replace the broken tools, sharpen the knife, and send back to me?

V/R
Marc
There was a couple back and forths between us (send is a picture of the whole tool so we can see what model it is, I sent them pictures, etc.). Their final response today was:
Quote:
Originally Posted by Gerber parent company Fiskars customer service
Dear Sir or Madam,

Thank you for contacting Gerber. I would be happy to send a replacement under warranty. Please send me your address to complete your claim.

Thank you for contacting Gerber
That is AMAZING to me! Not only did they not ask for my old one back, which I would have gladly sent them, but they did not ask for shipping cost, did not ask for replacement cost, nothing! They just asked for my address! I expected to pay about $30 for them to replace the broken screw drivers and sharpen my knife. I am SOOoooooo happy about this!

Passing this along hoping they get a little more business!
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  #2  
Old 02-07-2020, 02:37 PM
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SOLSAKS SOLSAKS is offline
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10-4
glad you got good service
you deserve it

dave in NC
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  #3  
Old 02-07-2020, 07:22 PM
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Tripwire Tripwire is offline
hey,does anyone here know how to.......
 
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Location: WA State
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I have received the same service from leather man....on a side note i never quite liked the Gerber style as they tended to pinch your hand when cutting wires, but YES both have great customer service
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Old 02-07-2020, 08:04 PM
joe joe is offline
 
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Kudos to Gerber on a 20 year old tool and kudo's to you Rang for being honest with them about the abuse.
Well done!
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Old 02-07-2020, 09:18 PM
Ristow Ristow is offline
 
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Old 02-09-2020, 07:38 AM
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JeepsAndGuns JeepsAndGuns is offline
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I have had a older broken multi tool I broke many years ago. Same as you, I contacted them about repair. I sent it in and received a brand new one in return.
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  #7  
Old 02-10-2020, 12:42 PM
Bob Barry Bob Barry is offline
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That $35 cost to replace your tool is probably far more effective advertising than million-dollar Superbowl ads.
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