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Dec 30, 2013
About half way up the East Arete on Illumination R...
Let's talk about who has the best warranty

Who's got it? What manufacturers consistently bend over backwards to make it right when their products fail? I'm not talking about companies that occasionally do it - recently threads and stories include Arc'Teryx, Cilogear, and Mountain Hardwear - but otherwise generally just leave people with expensive scraps of shit.

I'm talking about companies that always do it.

I'll put Outdoor Research up - Every story I've heard from others has been positive, and the couple of times I've had warranty claims with them, they've immediately sent me a replacement and just asked that I return the defective product upon receipt- which is totally righteous compared to companies like Mountain Hardwear, who expect you to send in your shit and then wait 2 months to get a replacement, if you get one at all.

What about Rab? Anyone had warranty issues with them? I have a ton of Rab gear, but I've never had a problem with any of it, so I have no idea how they handle id.

First Ascent? I have a feeling they'll have overall favorable reviews.

I'm to the point that I'm about to start buying from companies that only have a proven record of supporting their own gear. Even if that means I have to step down a level in performance.
Ben Beckerich
From saint helens, oregon
Joined Jun 24, 2011
266 points
Dec 30, 2013
 Morning Dew ,self portrait
Life Link. Last year I broke the blade on my avy shovel that I bought
in 87. They sent me a brand new shovel, not just the blade. I offered to pay shipping as the thing was 25 years old but they would not let me.
s.price
From PS,CO
Joined Dec 1, 2010
1,363 points
Dec 30, 2013
Black Diamond has been nothing but awesome to me. They warrantied a pack quickly with no questions asked, and gave a friend a discount on crampons when one came unstrapped from the back of his pack in the backcountry. They also reslung a handful of cams for free (I'll note that the cams came back with trigger wires detaching from trigger bars despite my having mentioned that as an issue, but they didn't charge...).

Metolius, in contrast, did charge me to resling cams, but the cams came back in essentially new condition. I actually had to notice the old axle terminations to realize that the cams *weren't* new; they were cleaned and lubed to a state that I wouldn't have imagined possible.
Goran Lynch
From Oakland, CA
Joined Jul 25, 2008
7 points
Dec 30, 2013
Oh man, I've been waiting for a chance to get this story off my chest.

About 2 years ago I bought a pack from Black Diamond, and it arrived minus shoulder straps. Either they were never sewn on and no one noticed, or maybe a pack in the middle of the production process somehow got put in the completed pile. So I send the thing back, and I swear, it took for freakin ever to get a refund. I'm talking multiple emails and phone calls over the course of a few months. I must have heard "your refund is being processed" a dozen times.

When I finally disputed the charge on my credit card, they slow rolled me on that too. I dug up Peter Metcalf's email address online and started cc'ing him on my daily "where's my refund" email to BD, and about a week later, I had my cash back.

I know a lot of people have had positive experiences with BD, but this one ruined them for me.
SinRopa
From parts unknown
Joined Sep 4, 2013
93 points
Dec 30, 2013
Osprey - All Mighty Guarantee
First Ascent/Eddie Bauer - Lifetime
DesertRat
Joined Jul 26, 2010
166 points
Dec 30, 2013
Upper Parunuweap Canyon
I broke the zipper on my Mammut Schoeller pants on an alpine traverse and called to ask about their repair policy. I told them I would fix it myself if it wasn't covered. They said to send in the pants and they would assess the damage. A few weeks later I received a brand new pair of pants.

+1 on BD. Before I ordered a replacement I called to ask if they had a fixed a defect with the Hollowpoints where the sharp plastic stiffener corners would rip the fabric covering. They warrantied the old one.
fossana
From Sin City & Bishop
Joined Apr 30, 2006
12,121 points
Dec 30, 2013
Middle
Five Ten. My shoe rands were peeling so they replaced the shoes. 5 days door to door.

Not warranty related but Petzl sent me replacement parts free when I was cobbling together some crampons.
Ray Pinpillage
From West Egg
Joined Jul 23, 2010
130 points
Dec 30, 2013
At the BRC
Osprey- quickly replaced a pack, no questions asked.

Outdoor Research- replaced a bunch of decades old stuff sacks, also quickly and no hassles at all.

Marmot used to be great but they treated me poorly this month and I won't be buying their gear in the future.
Mark E Dixon
From Sprezzatura, Someday
Joined Nov 29, 2007
204 points
Dec 30, 2013
About half way up the East Arete on Illumination R...
Mark E Dixon wrote:
Marmot used to be great but they treated me poorly this month and I won't be buying their gear in the future.


Sup with that? You're the second person I've heard (heard/seen) say this in the last couple months
Ben Beckerich
From saint helens, oregon
Joined Jun 24, 2011
266 points
Dec 31, 2013
Suunto. The mode button on my Core stopped working after about 3 months of use. Sent it in and got it back in working shape from them within 5 days. Sent some Mountain Hardwear gloves that had a manufacturer's defect in at the same time..still haven't heard from them. It's been almost 2 weeks. dreed05
Joined Dec 28, 2011
2 points
Administrator
Dec 31, 2013
dreed05 wrote:
Suunto. The mode button on my Core stopped working after about 3 months of use. Sent it in and got it back in working shape from them within 5 days. Sent some Mountain Hardwear gloves that had a manufacturer's defect in at the same time..still haven't heard from them. It's been almost 2 weeks.

Metolius and Omega Pacific have been good to me. I sent in a damaged big wall harness for repair to Metolius and they repaired it for free even though the damage was clearly my fault. I sent OP a cam that I thought was damaged in a fall. They pull tested it for me, gave me the results of the test, then sent me a brand new one for free.
20 kN
From Hawaii
Joined Feb 2, 2009
665 points
Dec 31, 2013
Humboldt Bouldering
SinRopa wrote:
Oh man, I've been waiting for a chance to get this story off my chest. About 2 years ago I bought a pack from Black Diamond, and it arrived minus shoulder straps. Either they were never sewn on and no one noticed, or maybe a pack in the middle of the production process somehow got put in the completed pile. So I send the thing back, and I swear, it took for freakin ever to get a refund. I'm talking multiple emails and phone calls over the course of a few months. I must have heard "your refund is being processed" a dozen times. When I finally disputed the charge on my credit card, they slow rolled me on that too. I dug up Peter Metcalf's email address online and started cc'ing him on my daily "where's my refund" email to BD, and about a week later, I had my cash back. I know a lot of people have had positive experiences with BD, but this one ruined them for me.



Did you take a pic? I'd love to see that! I worked for Mystery Ranch in Bozeman and there is absolutely no way that would ever get out the door
Josh Kornish
From Missoula, MT
Joined Sep 16, 2009
513 points
Dec 31, 2013
Layka
Outdoor Research, by far, has the BEST cutomer service. Hands down.

I've had good luck with Westcomb and Wild Things. Very cool people to deal with.
AlpineIce
From Upstate NY
Joined Mar 2, 2011
10 points
Dec 31, 2013
Brass monkey
I have had nothing but very positive experiences with Metolius. They stand behind their gear and if it doesn't perform properly are quick to replace it. I have had several instances where I felt they went above and beyond what was expected. My vote is for Metolius right here in the good ol US of A. Brassmonkey
Joined Jan 19, 2012
70 points
Dec 31, 2013
Me at the summit of Inner Course (5.4) in the Outl...
Outdoor Research. I emailed them, asking if they had a replacement under-foot strap for a pair of gaiters in otherwise fine shape. They sent me a whole new pair of gaiters. KathyS
From Poughkeepsie, NY
Joined Nov 16, 2007
137 points
Dec 31, 2013
You stay away from mah pig!
Black Diamond. I obliterated my Zion haulbag while hauling it up the low angle approach to Mt. Watkins. Garrett at their SLC office replaced it, after giving me a lot of shit about not just doing Watkins in a day. He was right, I was a gumby. camhead
From Vandalia, Appalachia
Joined Jun 27, 2006
1,369 points
Dec 31, 2013
Josh Kornish wrote:
Did you take a pic? I'd love to see that! I worked for Mystery Ranch in Bozeman and there is absolutely no way that would ever get out the door


I did, and ended up having to email the pic to BD, repeatedly, during the credit card dispute process. I don't know if I have it anymore, but I'll check and if I find it I'll post it.

I also had an interesting conversation with a rep where she was asking me to describe the problem and kept responding with questions that sounded straight out of a customer service training guide.

Me: It doesn't have shoulder straps.
Her: I see. And how does that negatively affect the functionality of the product?
Me: It's a backpack, and now can't wear it.
Her: I see. And would you consider this to be a major issue with the product?
SinRopa
From parts unknown
Joined Sep 4, 2013
93 points
Dec 31, 2013
Josh Kornish wrote:
Did you take a pic? I'd love to see that! I worked for Mystery Ranch in Bozeman and there is absolutely no way that would ever get out the door


Also, Mystery Ranch gear is great. I never had to deal with any replacement issues because none of their stuff has ever broken on me.
SinRopa
From parts unknown
Joined Sep 4, 2013
93 points
Dec 31, 2013
BD in Salt Lake-

I tore open the padding on a harness leg loop and sent in a picture for their opinion on whether or not I should replace. They replaced it for free, and when I picked it up at their SLC location, I left them a .75 that they reslung and shipped to me for free.
Above and beyond customer service, IMHO
Avi Katz
Joined Sep 8, 2010
203 points
Administrator
Dec 31, 2013
A Very Not Snowy Christmas...
Patagucci hands down... for the last two seasons they have replaced panels on my fav jacket without question or charge. One was my GF melting the sleeve on a propane lantern the other was tear in fabrick. Both were nothing other then my fault. Cloudveil replaced a pair of patroler gloves when they were still in WY. Morgan Patterson
Joined Oct 13, 2009
8,419 points
Dec 31, 2013
La Sportiva and Patagonia are fantastic.
I prodealed some Sportiva light hikers. within a year they started coming apart. i called them and told them, and they asked what kind of boots I wanted to replace them with. I chose some that were 3x the MSRP (Karakorams) and they shipped them to me for no extra charge. I felt guilty they were so kind and generous about it. Talk about going above and beyond!
Pat Mickelson
Joined Dec 20, 2013
0 points
Dec 31, 2013
Stray dog found in rural Alabama w severe mange. T...
KathyS wrote:
Outdoor Research. I emailed them, asking if they had a replacement under-foot strap for a pair of gaiters in otherwise fine shape. They sent me a whole new pair of gaiters.


Same here on a rain jacket. Busted zipper. Wanted it fixed but they said they didn't do repairs much anymore....got to pick out a new replacement.
BHMBen
From The Briar Patch
Joined Jan 12, 2007
1,664 points
Dec 31, 2013
Ben Beckerich wrote:
Sup with that? You're the second person I've heard (heard/seen) say this in the last couple months

Marmot is not even close to some others' service level. To bad, because I like their stuff.
Pat Mickelson
Joined Dec 20, 2013
0 points
Dec 31, 2013
BD. I live in SLC and for 15 years have nothing but awesome CS. It has changed a bit from when we used to rummage through other returned gear for parts. Now you just get a new one. Still one of the best.

Smith sunglasses. We all wear sunnies and the warranty is rock solid. Return em and they hook you up.

Petzl. New Nomics no questions. Climbed on the bad ones for the season sent them back when it melted.

Gore Tex. Think your Gore product is worn out prematurely? send it back. They actually test and evaluate the piece beyond just looking at it. If it failed you pick from any similar piece that is made with Gore from any manufacturer.

Lastly, La Sportiva. They make killer shoes and boots and stand behind them. I've sent back both shoes and boots over the years and they have always stood behind their stuff.
cdec
From SLC and Moab, ut
Joined Jan 3, 2007
249 points
Jan 1, 2014
Unnamed (to my knowledge) boulder problem at bear ...
Pat Mickelson wrote:
Marmot is not even close to some others' service level. To bad, because I like their stuff.


I've had the same experience with marmot.

Recently I tore the whole left side of my DriClime windshirt when it got snagged on a tree (freak accident). So when I contacted them they said they do not cover tears in the warranty, but I could send it back and have it repaired for a small fee.

Long story short, it wasn't that small of a fee... but luckily I had purchased it from Backcountry. When I contacted them about it they replaced my jacket no questions asked!

Might be a bit shaky on Marmot in the future, but I can assure you that backcountry will be getting almost all of my online business.
Bodie Mccosby
From Evans City, Pennsylvania
Joined Nov 24, 2013
6 points
Jan 2, 2014
False Summit of the Thumb
PrincetonTec. Awesome freaking lights. When my Apex bit the bullet after years of dedicated service they replaced it with the latest and greatest Apex no questions asked. suprasoup
From Rio Rancho, NM
Joined Mar 16, 2009
590 points


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