Fiskars

Fiskars product support – Two or three years ago I bought a Fiskars tree pruner. When I got it home I found it had a fault which did not make is unusable, but which made it difficult to use. As I live regionally and returning it would involve a one and a half hour round trip, and it wasn’t the sort of thing I would be using every day, I decided to try and persevere with it… Read more

as it was. Eventually, however, having found a comprehensive Fiskars YouTube video, I decided I should try and fix it. But when I disassembled the pruner, there was one clamp that I needed to remove which seemed to be causing the problem, but which the video did not cover. Assuming that the pruner would be out of warranty, I wrote to Fiskars, explained my problem, and asked for guidance on removing and replacing the clamp. To my surprise and delight, the next day I received an email from Fiskars saying that, as the pruner was faulty, they would replace it and would immediately dispatch a new one to me. The new one arrived this morning and works perfectly.

We hear lots of stories about companies that won’t stand behind their products, and will in fact try and do whatever it takes to avoid providing any support to customers. But this experience has reminded me that while the recalcitrants get the most publicity, they may well be a minority, and that many companies (and particularly Fiskars) will go to considerable lengths to ensure their customers have a good experience. I will certainly be very happy to buy Fiskars products again in the future.

Spare blades no longer available – I have had this saw for about 4 years, and it has been a good saw, although it has not had a huge amount of use. I bought it at the time because it comes with a very long warranty, (20 or 30 years from memory) and replacement Fiskars blades WERE AVAILABLE for only $20 aprox. The blade is now blunt, and Fiskars in their wisdom no longer provide… Read more

spare blades, so the whole thing is useless. Now that I think about it, what a great business plan it was. Provide an enticingly huge warranty period, but stop supplying blades so that nobody can claim after the blade is past its use-by-date, in my case about 4 years. That is it for me & FIskars, no more of their products will be bought by me unless they adjust their behaviour.