At the end of a gig I was working on about 20 years ago, the boss fronted up with a brand new Leatherman super tool for all the lads. Was a great gesture and had many, many years use from that awesome little tool. The other week, I tried some herculean feat of stupidity and managed to snap the nose off the pliers. I was really bummed out about it and felt terrible for breaking it after so long.
Anyhow, my wife was going to buy me a new one to replace it and we were looking at all the new models at the local gun shop while we were there. Struck up a conversation with the sales guy and he suggests I bring in the old broken one to send in to see what they will do. He said, there are no guarantees, but you never know, they may fix or replace it.
Fast forward a week and a bit and old mate from the gun shop says there is a package here for me from the reps. I popped in and was blown away to open it up and here was a brand spanking new 2019 Leatherman super tool!!!! you could have knocked me over with a feather. I was so surprised that they had just replaced a 20 odd year old broken tool with out question.
Hats off to Leatherman, and also to the great sales guy at the gun shop for suggesting to send it in and not just selling me a new one!!!! You don't see service like that often these days.