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Old 02-07-2020, 01:48 PM
rang-a-stang's Avatar
rang-a-stang rang-a-stang is offline
Join Date: Oct 31, 2016
Location: Camarillo, CA
Posts: 3,370
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
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?

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:
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!
79 Cherokee Chief
(Cherokee Build Thread)
11 Nissan Pathfinder Silver Edition 4x4
09 Mazdaspeed3 Grand Touring
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Old 02-07-2020, 02:37 PM
SOLSAKS's Avatar
350 Buick
Join Date: Jul 25, 2016
Location: Benson. NC
Posts: 1,045
glad you got good service
you deserve it

dave in NC
SOLSAKS - dave
1976 J-10 HONCHO Fleetside
1982 J-10 Fleetside
1988 grand wagoneer
2004 RUBICON jeep
Benson, NC
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Old 02-07-2020, 07:22 PM
Tripwire's Avatar
Tripwire Tripwire is offline
hey,does anyone here know how to.......
Join Date: Jul 30, 2000
Location: WA State
Posts: 4,428
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
Abort? Retry? Ignore? >

86 GrandWag. Howell fuel Injected 360. MSD Ignition + Dizzy. 727/229 swap BJ's 2" Lift and 31's

88 Wrangler 4.2, Howell TBI and MSD - Borla Headers w/ Cat-back + winch and 31's AND a M416 trailer (-:
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Old 02-07-2020, 08:04 PM
joe joe is offline
Join Date: Apr 28, 2000
Location: PNWet, USA
Posts: 22,392
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!
"Don't mind me. I'm just here for the alibi"
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Old 02-07-2020, 09:18 PM
Ristow Ristow is offline
Join Date: Jan 20, 2006
Location: The Great Googley Moogley Midwest.
Posts: 17,166
Zippo was always similar to me.
Originally Posted by Hankrod
Ristows right.................again,

Originally Posted by Fasts79Chief
... like the little 'you know what's' that you are.

Originally Posted by Fasts79Chief
I LOVE how Ristow has stolen my comment about him ... "Quoted" it ... and made himself famous for being an ***hole to people. Hahahahahahahahahha!

→ Where the kids hang out... come for the mindless chat,stay for the hand drawn emoticons.

It's like you're unraveling a big cable-knit sweater that someone keeps knitting...and knitting...and knitting...and knitting...
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Old 02-09-2020, 07:38 AM
JeepsAndGuns's Avatar
JeepsAndGuns JeepsAndGuns is offline
AMC 4 OH! 1
Join Date: Jul 18, 2003
Location: Cullman, AL
Posts: 4,574
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.
79 Cherokee Chief 401/T18/D20, MPFI fuel injection, hydroboost, otherwise stock.
Future mods: Caddy 500/NV4500/NP205, HP D60 front D60 smooth botom rear, 5.13 gears, 35x12.50's on H1 beadlock wheels. Warn M12000 winch.
93 Wrangler 4.6 stroker/AX15/NP231,SYE,CV, OME 2.5 lift, front hub conversion/big brakes, 31X10.50's Warn M10000 winch.
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Old 02-10-2020, 12:42 PM
Bob Barry Bob Barry is offline
Jeep Doctor
Join Date: Apr 09, 2000
Location: Providence, RI
Posts: 8,263
That $35 cost to replace your tool is probably far more effective advertising than million-dollar Superbowl ads.
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