[Charles Freeborn]

I got a Leatherman Multi-Tool as a gift many, many years ago... it was one of the first. Several years after receiving it I used the straight screwdriver blade at a right angle to the handle to really twist on a screw and I broke it off (the screwdriver blade)... I continued to use the tool less the blade for a few more years. Then one day I put it in an envelope with a note saying I did it, my fault, how much to repair? They sent me a brand new (not a re-furb) replacement tool free of charge.
Fast forward to a few years ago - I've moved to Portland where the tools are made, and in the small world this town is I met Tim Leatherman at a tennis match. We since have become casual friends mostly around tennis - although he did give us a fabulous tour of the factory... I related my replacement story to him and his reply was "we've gotten more dedicated customers by giving no-questions replacements than any ad campaign ever could" He's right - I've got at least 5 of their tools, and have told the replacement story countless times to people who well may have bought tools too. Tim is retired now, but still does trade shows and events. He's a true gentleman and a perfect example of how a good business can be founded and operated.