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Companies that Back their products!

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Companies that Back their products!

Postby oldranger » Fri Mar 06, 2015 9:11 am

I have sent packs back to Osprey several times for repair. Done each time to my satisfaction. The last time they sent me a new Exos 58 rather than the old one I sent in.

I've also sent in my Exped Downmats for repair. The first time I sent in my first generation exped downmat 7 LW for repair they returned a new one which over the years has served me without failure backpacking, canoe camping and car camping. I have sent in my 7 UL LW several times for repair and they have done so until this winter. Rather than repairing it they sent me a new one! Turns out the valve was defective and not repairable.

Mike
Mike

Who can't do everything he used to and what he can do takes a hell of a lot longer!



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Re: Companies that Back their products!

Postby RoguePhotonic » Fri Mar 06, 2015 5:39 pm

I've thought about sending in my ULA packs for repair but never have. I now have 4 Catalysts and 1 Cirque.
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Re: Companies that Back their products!

Postby fishmonger » Fri Mar 06, 2015 6:29 pm

I have two Exped Pads and three Osprey packs - neither have ever failed, but good to know. I bought the last Osprey mostly because of their warranty.

Gregory let me keep a loaner Whitney95 pack after they goofed and sent my repaired one to the wrong address. They sent a mailing label to that person, but that was never shipped, so I got to keep the other one. Well, a year later, out of the blue, the original pack arrived at my doorstep. I now have two of those packs, both in perfect shape.

La Sportiva through Backcountry.com replaced my first ever pair of Trango GTX with a new pair after there was some slight separation in one of the soles after 250 miles in the Sierra. They even gave me a size up because what I bought was also a little tight. I think since then I've gone through 5 pair of these boots (more if I count those my kids beat up). Not very durable, but none ever failed again. I just wore out the Vibram soles so much that it was time to buy another pair before the next summer.

Few of my gear items actually ever fail. Guess that is a good thing.
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Re: Companies that Back their products!

Postby fishmonger » Wed Jun 15, 2016 1:45 pm

fishmonger wrote:
Gregory let me keep a loaner Whitney95 pack after they goofed and sent my repaired one to the wrong address.


Update on the Gregory warranty handling, also because since my last post, the company has been sold and is now owned by Samsonite.

My then "loaner" turned into replacement pack Whitney 95's top pocket zipper separated between teeth and fabric last time we were out in the Sierra, most likely because of the total number of days in the sun and cheap plastic used on that most exposed zipper (top facing south into the sun on most of my hikes). I totally forgot about that safety pin holding it together until I started packing for this year's hike.

One email to their support contact, several photos illustrating the problem uploaded, and the repair was authorized. Other than the last warranty exchange in 2011, I didn't have any record of ownership or where I purchased the original pack, but no problem. Then I noticed just before sending it out that sun-exposed areas one of the lighter fabrics had started to delaminate on the inside, with the waterproof layer separating from the woven fabric like skin peeling off after a sunburn. They said send the whole pack and we will see what can be done.

After a near 5 day delay because of a screw-up with a different owner's pack who shares the same last name, I finally got the repair guy on the phone to discuss the repairs on my actual pack. He said no problem on the zipper, but the fabric is not repairable. For that, a new pack will be the only fix. Thing is, since the delay in getting back to me was their mistake and the delivery of the new pack is not guaranteed to get here by the time we leave for the Sierra, he is sending my old pack with repaired zipper back so I can use it in a bind should the new pack not get here (I do have a rain cover).

So in total I am going to be on my third pack after buying an original Whitney 95 in early 2008. Gregory replaced them every time I had a major issue. I almost went to REI for an Osprey Aether, but now that I am getting their latest Baltoro 85, I am actually looking forward to comparing that to my son's big Osprey. And it is good to know that the sale of the brand to Samsonite (previous owner was Black Diamond) hasn't changed anything regarding how they stand behind their products.
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Re: Companies that Back their products!

Postby AlmostThere » Wed Jun 15, 2016 9:13 pm

Thermarest and Big Agnes get props from me for replacing leaking pads.

I have Sea to Summit X Mugs - one for the dog to use, one for me. The silicon developed a hole in the thinner area where the silicone folds, and when I emailed a picture they sent me a new one.

Gossamer Gear has always been incredibly responsive. My Lightrek poles were victims of a marmot chewing up the handles. They replaced them for free when I inquired about getting new grips. Every time I have emailed them I get a same-day response.

Wild Ideas -- when I rented in the past by mail they did a great job getting a canister to me on time. When I bought one, they got it to me quicker than one would expect because I mentioned a trip that weekend I wanted to use it on.

When the tabs on the lid of my Bear Vault stopped stopping the lid, they sent me a free upgraded lid after I wanted to know how much for just a new lid.
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Re: Companies that Back their products!

Postby sambieni » Thu Jun 16, 2016 10:28 am

REI.

Chalk this up to more about customer service than necessarily product repair/backing.

I have been a 20+ year member. They really soured on me (and many others) in recent years and culminated w rescinding their lifetime warranty/return policy. This past fall my quarter dome tent basically fell apart. All the seams cracked throughout the entire tent. Plus a lot of the velcro attachments for the rain flow and pole attachments all crapped out and ripped off. I live chatted with them about the tent asking advice on how to repair it. They immediately said- just return it. The tent was 7-8 years at this point. And even though return seems to limit to just 1-year post-purchase, appears they moderated on longterm returns for products that fail to keep members like me happy. I was really surprised by the response; I would have repaired it. Thankfully I did not have to. I was able to return and then used the full-cash refund to upgrade to a new Big Agnes Copper Creek UL 2 for just another $50. Could not have been happier.

As a store, they definitely have worked very hard to restore my loyalty and trust after years continually pressuring memberships on customers and not providing the customer service/knowledge we had come to expect.
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Re: Companies that Back their products!

Postby gabe&mel » Fri Jun 17, 2016 4:11 pm

Lowa

Their customer service really impressed me by replacing a pair of Camino GTX boots that had the rubber toe rand slightly separating. I called customer service to inquire about ways to repair the toe cap by myself, the guy told me to email him a picture of the boots and after looking at it sent me a return authorization form. After mailing them them the boots, it was totally out of my mind. Lo and behold this past week I was quite surprised to find a brand new pair of boots in the mail with a very nice follow up letter from their customer service department.

The boots were used pretty hard last year on multiple backpacking and day trips. They were still under warranty 1 year warranty but I truly never expected Lowa to replace them, was just looking for some tips. Overall, top notch service in my book. They definitely got a customer for life.
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Re: Companies that Back their products!

Postby spacemanv » Sat Jun 25, 2016 2:19 pm

Outdoor Research has been great about repairing torn up gaiters. I sent in some old X-Gaiters and they replaced them with Endurance gaiters. Big Agnes has also replaced their pads due to leaks, but after receiving 2 leaking pads in a row, I'm not very confident about their build quality.
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Re: Companies that Back their products!

Postby SirBC » Sat Jun 25, 2016 6:11 pm

I have an Exped Downmat UL 7 and the gasket that holds the air inside the mat came loose and fell inside the mat. I called Exped and they had me take a picture of the valve and after sending them the picture they sent me a new Downmat and told me to destroy the old one. Thumbs up for the excellent service.
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Re: Companies that Back their products!

Postby sambieni » Thu Jul 07, 2016 9:56 am

I need to give a huge shout out to StickPic.
http://www.thestickpic.com/

Small cottage company makes it easy to turn your hiking poles into "selfie"-style sticks for camera/video shots. I got the product as a fun gimmicky item to have in-tow. It was great on my recent trip to Ediza/Thousand Islands for making a few funny on-trail and in-camp videos.

So while product was solid, my trekking poles were not and need to be replaced post-trip. I inquired w Rodney of Stick Pic if I could do an even exchange b/w the #1 product and #2 to fit my new poles. He said no need and immediately set up a shipment - free of charge - for the new and correct item that will fit my new poles! Awesome!
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Komperdell

Postby Oubliet » Mon Oct 24, 2016 6:05 pm

I purchased some brightly colored ski poles from SierratradingPost last winter. The poles and baskets were fluorescent colored and very striking.

The first downhill run I did on the backside of Heavenly Valley ended up with me discovering that I hadn't locked the baskets onto the pole tips properly, and one of my baskets was now missing.

I contacted the Komperdell customer service person in the Northwest by phone. I explained what had happened. The rep told me that the line had been discontinued, but she had an extra lying around that she would send to me.

I was surprised, and happy to find out how helpful the rep was. This makes me feel great about continuing to purchase Komperdell products, knowing that the customer service is good.
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