Returned my Leatherman Wave for warranty repair, to be informed that a handling fee will be raised. When I advised the manager that when I bought the item from CUM the warranty did not specify a "handling fee", he became overbearing, started lecturing me about the difference between a warranty and a guarantee and continually interrupted me. I then took the item and walked across the passage to Due South, who took it in without any hassle, sent it off without charge with their only concern being that it may take more than a week to get the Leatherman back to me. CUM lost a longstanding customer for life and Due South gained one, all due to an over zealous and rude employee, an idiotic policy of inserting conditions into a guarantee/warranty after the fact. I am sure that it is contrary to the Consumer Protection Act, but for the value of the handling fee will not pursue this and would much rather spend my money at Due South.
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