From time to time, the things that you come to love become broken and need to be replaced. In my case, this item was the Xikar MTX Multi-Tool that I have kept close to my side since purchase.
One day I reached into my pocket and pulled out my scissors to open up the head of a cigar. I unfolded them as usual and prepped for my cut. I placed the head of the cigar into the scissor and closed them making a shearing action. To my surprise, one leg of the scissors moved much father than the other and nothing happened to the cigar.
Upon closer inspection, I found the cause of the problem. On the back of the scissors there are two small fins that act as stops and prevent the scissor from folding, forcing the cutting edge to shear the cigar. One of these fins had broken off, preventing the shearing action.
Having had my favorite tools break in the past, I tried my best to make due with what I had available and began looking into Xikar’s Warranty. I knew that it covered the cutter for life but was unsure about the procedure to turn in my faulty product.
I headed to the website, registered my products and gathered all of the needed information for a return. The procedure simply includes registering your product to get it into their system, then mailing it in with an description of the problem.
While I was sending in my MTX Multi-Tool, I decided to send in my Xikar Cigar Knife as well. The knife has been used numerous times and needed a good sharpening. Normally I sharpen my own knifes, but since I had to send in the scissors I thought I’d might as well let them handle it for me.
On 09/11/2008 my items were shipped off to Xikar and I eagerly awaited their return. I didn’t have to wait long as my items were back in my hands on 09/23/2008. I opened the package, and to my surprise, found two brand new items. I expected a new cutter but assumed my knife would be sharpened and shipped back.
When you figure 6 days in transit (total time, to and from Xikar) my tools were heading back to me in less than a weeks time. If that wasn’t impressive enough, I included a note within my package explaining how I preferred the old style MTX Multi-Tool, which includes a knife blade, and would appreciate it if they had one lying around they could send me in place of the new design. Sure enough they took care of me and I am the proud owner of an old style tool.
I’ve always heard great things about Xikar taking care of their customers and this experience seals the deal for me. If you are on the fence about purchasing a Xikar product, rest assured that if it ever fails the warranty service has got you covered.