This Appears to be a "WOW" Moment... (warranty situation)

[Richard]

Let's call it TWENTY years ago.... we ended up collecting a couple stray dogs and/or rescues. All found a loving home and were very well taken care of in this Dog Heaven we have here. (plenty of fields to run, blah blah blah...)

This is NOT a commercial for the brand but an honest story and I'm still drop-jawed impressed.

We had some leashes, they were really too short. Went to store and bit the bullet....bought five (5) "Flexi" leashes. They weren't cheap BUT, I liked that they retracted.

20 years later, dogs are gone and we still have the leashes. We end up with two new rescues. Pull the Leashes back out and we're back at it. I might say, a couple of them over the years, bit the dust but, that happens.

We have these two leashes. Other day, I notice the button you push to lock the leash...was missing. Long story short, it had snapped off. Didn't bother me as we'd gotten 20 years out of them. I decided to go to store and buy two new leashes (same kind) to replace them. I was going to toss the old ones out or maybe take to yard sale, thinking maybe someone might have an old one and put parts together.

Then, it dawned on me..... I can probably contact the company and get a couple replacement parts. I find them, send them an email....again, I bought these (and informed them of that) TWENTY years ago....

______________________________________________________________________________

HI Richard,

So great to hear that your flexi has lasted so long! We unfortunately though do not send out parts for our flexis. Because each and every one is hand made, we will take responsibility for it. Please fill out the warranty claim.
Thanks,
Your flexi Team


Attached is a PDF with the following: (I don't care if they don't do DIDDLY for me.... the mere fact that after 20 years they are offering to even look at it impresses the dickens out of me!)


Warranty

Date of purchase Proof of purchase provided Yes No
Type of leash
Description of fault

Name
Street
ZIP City

Phone
E-mail

Mail to:
flexi North America LLC
Service-Center

www.flexi.-northamerica.com
info@flexi-northamerica.com
Phone +1 704 588 0785
2405 Center Park Drive
Charlotte
North Carolina 28217

We are sorry to hear that your leash did not work as expected. We are
passionate about our leashes and having satisfied customers and furry
companions. In an effort to rectify this situation you have the following two
options. Option 1: Complete this form and mail it back with your defective
leash to our address below for a complete review. Option 2: Complete this
form and email it to info@flexi-northamerica.com along with photos of your
defective leash for review. If you pursue option two please note that you may
be asked to send in your defective leash at your own cost in order to obtain
the replacement leash. Please be aware that it may take up to 15 business
days for the claim to be reviewed. Thank you!

Note: The cost of sending in the defective leash will not be covered by flexi. If a
replacement is offered, flexi will cover the cost of shipping the replacement to the
customer directly. Please understand this is non-negotiable.
This warranty is limited to functionality of the retraction mechanism and does not apply to
damages caused by dog bites or other improper use of the flexi.

-------------------------------------------------------------------------------------------------------------------------------------


Just wow.

 

[riptides]

That's a good piece of news to hear. A company that is standing by their product. After all that time.

I like it.

 

[Richard]

Not to steal their (deserved) thunder....but today, these are like $40/45 each.... so I'm guessing they have plenty of markup in there....

....BUT STILL....!!!

I'm imressed. Most companies would have the attitude of "we got your money, it's been 20 freaking years.....go away"

I would not blame them. Heck, I was trying to find about BUYING the part(s) to fix it. I've had these apart any number of times over the years to fix a tuck lead or something.... totally willing to pay for a part.

Was a refreshing and very surprising email to get.

 

[flyerdan]

A while back I found a pair of Fiskars pruners in the road by the house (probably fell off one of those dodgy 'landscaper' rigs we have here) and when I took it apart to clean the blade, the bolt sheared off. Since it's a special shouldered bolt, I searched around for replacement parts, then contacted Fiskars to see if there were any local sources for it. A few days later a new pair of pruners arrived in the mail as a warranty claim. Talk about above and beyond.

 

[buckeyefarmer]

I just bought some fiskars, really work well.

 

[ponytug]

@Richard, we have had flexi leashes for decades as well. They just keep on ticking. We have one that got partly chewed through by my folks' dog years ago, but a small not in the leash and it has been working for twenty plus years as well.

I have had one or two Fiskar items need service or parts over the years, and they have always been fantastic about either replacement parts or a new item. That, plus their tools are just a pleasure to use (love their anti-vibration hammer), makes me more than willing to pay the price.

All the best,

Peter