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By Abram Herman
From Golden, CO
Jan 2, 2014
Viking helmet cover, yep.
Two experiences:

- BD immediately sent me a replacement when I somehow got a fly pole for my portaledge that was about 2 feet shorter than it needed to be. No questions asked, and very friendly.

- Was at Neptune Mountaineering showing them a Mastercam that had become unusable after a not-overly-aggressive cleaning by one of my partners. A Metolius rep happened to be standing next to me at the counter, and gave me a brand new cam.

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By Merlin
From Grand Junction
Jan 2, 2014
Osprey. My wife shredded, I mean absolutely destroyed a pack in a super tight slot canyon. We told them exactly what happened, no subterfuge, no expectations. They had us send it to them and add ten bucks for return shipping. I swear they just sent us a new pack.

Absolutely outstanding company.

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By mikek
From SLC, UT
Jan 2, 2014
I'm a longtime Salt Laker, and BD has consistently been great - fast and friendly on replacements or repairs.

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By Max Forbes
From Burlington, VT
Jan 6, 2014
I work in outdoor retail, and from my experience OR, BD, Mountain Hardware, and Osprey have great warranties.

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By Garret Nuzzo-Jones
From Salt Lake City, UT
Jan 6, 2014
Cleaning up in Jenny Lake.
mikek wrote:
I'm a longtime Salt Laker, and BD has consistently been great - fast and friendly on replacements or repairs.

Same here. I may gripe about their products from time to time but they don't even bat an eye when I bring something broken into their warranty department.

Arc'teryx has been great about repairing garments for me too. I tore one of their jackets asshole to elbow and they got it repaired and sent back to me for a very reasonable fee. Made the jacket new again, which was awesome.

OR replaced a pair of gloves that had the stitching blown out prematurely. The new gloves came with bad stitching so they replaced those too.

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By Willie Wilson
From America
Jan 7, 2014
Prana will refund or replace anything you buy from them if you are unhappy with your purchase for any reason. I recently sent them a 3 year old pair of the stretch zion pants because the zipper broke and they refunded me for the full purchase price within 2 weeks.

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By DannyUncanny
From Vancouver
Jan 7, 2014
I dropped my 85 L Osprey pack off a big cliff once. They replaced it for free after I sent them the mangled remnants.

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By Calder Phillips
From Newbury Park, California
Jan 7, 2014
- Osprey. A buddy of mine loaded his 65L pack with rocks as a test object prior to a rope jump, bent the frame in the process and Osprey fixed it free of charge. They even reinforced some spots that were wearing thin on the pack without being asked.

- TNF. Had an old pack that the zipper and a few buckles blew out on after years of use, sent it in to them and within a couple weeks they sent me a gift card worth the packs original MSRP.

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By Ben Beckerich
From saint helens, oregon
Jan 7, 2014
About half way up the East Arete on Illumination Rock
Anybody ever dealt with Golite? I got my wife a down jacket from them forever ago and the zip broke basically the first week she had it... never did take it up with them... she still has it, but it's been like 3 or 4 years now.

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By Cultivating Mass
Jan 7, 2014
Leading on the only "fair means" rack.
Bought a set of BD NForce ascenders a few years ago when they first came out, one of them glitched a lot and weren't keeping its grip on the ropes. Sent to Bd along with a C3 that wasn't working too well, both were taken care of quickly. Got a new replacement ascender, and the cam repaired, no charge. Solid folks as far as I can tell.

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By WDW4
Jan 7, 2014
Global Village, Red River Gorge KY
Gerber Knives. I managed to break one of the Fiskars camp axes they distribute, by using it in a way they do not recommend. Sent them an email, they sent me a new one (updated model) right away.

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By Chris treggE
Administrator
From Madison, WI
Jan 7, 2014
This problem haunted my dreams for 6 years after failing to send in 2008.  Finally got throw a heel over the lip jug -- now I can sleep.  Photo Darin Limvere.
Ben Beckerich wrote:
Anybody ever dealt with Golite? I got my wife a down jacket from them forever ago and the zip broke basically the first week she had it... never did take it up with them... she still has it, but it's been like 3 or 4 years now.


Had a friend who had a GoLite pack, very lightweight material not meant for heavy items, a cam ripped through it, sent it in for repair and they sent a brand new pack.

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By Nathan Scherneck
From Portland, OR
Jan 7, 2014
He took the whipper while trying to place his #1 Stopper.  So sad.
+1 for Black Diamond. My first pair of nForce ascenders gunked up after only a couple walls. I sent them in and they sent me a brand new pair without hassle.

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By John McNamee
Administrator
From Littleton, CO
Jan 7, 2014
Artist Tears P3
Outstanding service from Metolius and Marmot.

Poor service from Black diamond. I'm still upset that they didn't warranty a c3 that I had. In the end I threw it away.

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By Josh Brown
Jan 13, 2014
I posted this up when it happened but in a stand alone thread, this seems more appropriate.

Gregory Packs. Had an Advent-Pro that was 10 years old used for trad/ice. Torn through the sili-nylon side and they simply told me to pick out a new pack of equal size/features. Awesome

La Sportiva- Lost the original insoles and the superfeet insoles were pushing my heel too high. Called La Sportiva and they sent me a new set for something like $6.

All of the Patagonia gear I have has taken tons of abuse so I have not had to return anything until today. I have a Jestream waterproof stretch shell (I guess a percursor to the Torrentshell Stretch). It has seen about 40-60 days in the mountains and all of the H2No coating has fallen off the shoulders. Sent it in today to see what they can do and hope they can fix or warranty it it, we'll see and I'll post up the outcome!

Eddie Bauer- Terrible, two emails and 7 weeks before they replied. I won't ever buy from them again.

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By Ben Beckerich
From saint helens, oregon
Jan 15, 2014
About half way up the East Arete on Illumination Rock
Just got a call from Golite about the wife's jacket (which I sent in last week). They said they can't fix the zip, so she can pick a new jacket. Sweet!

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By APBT1976
Jan 15, 2014
Black Dike 12/25/11
I have had great luck with Mammut..

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By Woodchuck ATC
Jan 15, 2014
Rock Wars, RRG, 2008
What? Nobody sais North Face yet? Back when they WERE tents, and pretty much just the best tents, they offered up a lifetime guarantee for my VE-24 that I bought in 1981 or so. Plenty of years of high altitude out in the sun took it's toll on the rainfly..so when it rotted out in the late 90's, I got a free replacement. They even checked to see how old the tent was, so they would send the right number of windows, doorways for my version of the tent. Poles have stood up all these years, I wonder if the tent body finally goes to shit, if they will replace that for me too after 32 years later? Amazing how many other mountain gear suppliers have appeared that all basically copy their original successful design for an expedition tent.

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By Scott M. McNamara
From Tucson, Arizona
Jan 15, 2014
One Way Sunset
Black Diamond!

I sent in 15 cams for re-slinging---at Christmas time none the less

Within about one week they were back---all beautifully re-slung.

No charge!

WOW!

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By Jeff J
From Bozeman
Jan 16, 2014
Ill toss in my 2 cents

First Misty Mountain Thread works. I ened up catching my belay loop in a sharp crystal while squeezing a chimney and partially popping the seam on the NON load baring stitches. Called them up explained what happened. They told me to send in the harness. A week later it was back with a brand new loop sewn on.

Next was with Tubbs snowshoes. I walked the crap out of these things. I had tape on the broken heel strap and such. Finally the pivot point of the binding broke. I was at the gear shop looking for new snowshoes when the sales person told me that I should contact TUBBS first, the part that broke should be under the limited life time warranty. Sent them to tubbs, they told me that that particular binding had an issue and was no longer made and that they would just replace the entire binding on both shoes. Well two week later I did not get my shoes back BUT a brand new pair of the latest style and a cooler crampon than the old model.

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By Ben Beckerich
From saint helens, oregon
Jan 21, 2014
About half way up the East Arete on Illumination Rock
Ben Beckerich wrote:
Just got a call from Golite about the wife's jacket (which I sent in last week). They said they can't fix the zip, so she can pick a new jacket. Sweet!


Just got notification the new jacket will be here on Friday. Didn't even ask for shipping.

Great customer service from Golite

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By Ben Beckerich
From saint helens, oregon
Jan 21, 2014
About half way up the East Arete on Illumination Rock
Also just got a cam back from Metolius... was a beat to shit No. 0 TCU from '99. Had the original sling on it.. I stopped climbing on it a while ago, but kept it when I sold off my first rack, for nostalgia. Sent it in for a resling, and a week later its at my door and looks almost brand new. The lobes are still scarred, but it's all bright and shiny.

$3 totally worth it to put it back on my rack.

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By GhaMby
From Heaven
Jan 21, 2014
Metolius: I bought 6 mastercams last year, the small grey one had a spring come loose so that 2 of the 4 lobes no longer worked, they sent me a brand new one-free shipping-I just had to take a picture.

Patagonia: I've never warrantied anything with them, but I have sent stuff in for a refund. No questions asked (but they only give you the last sale price if you don't have the receipt).

Black Diamond: Had a headlamp that quit working after a year, took it in at SLC and they handed me a new one that was way cooler and $15 more than the first one!

Most things I just take back to REI and say it was a gift and they replace it on the spot!

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By Mottsy
Jan 21, 2014
Jeff J wrote:
Next was with Tubbs snowshoes. I walked the cap out of these things. I had tape on the broken heel strap and such. Finally the pivot point of the binding broke. I was at the gear shop looking for new snowshoes when the sales person told me that I should contact TUBBS first, the part that broke should be under the limited life time warranty. Sent them to tubbs, they told me that that particular binding had an issue and was no longer made and that they would just replace the entire binding on both shoes. Well two week later I did not get my shoes back BUT a brand new pair of the latest style and a cooler crampon than the old model.



Man, I wish I had the same experience that you did, how long ago did you send yours in?

Both pairs of my Atlas snowshoes (they also own Tubbs) decided to literally disintegrate this year, my 1033's with all of the padding around the binding, and my 1225's with the strap that goes around the heel falling apart and the decking support straps on the tail breaking on top of the frame (both parts are made with the same material). I know what normal breakage with age and use is, and this wasn't it - they weren't breaking along any of the normal high-wear areas, which I could have accepted.

So, I called Atlas expecting the same great customer service I had gotten dealing with them when I worked at a store selling their products, but got the run around instead, and it was obvious from the minute the guy I talked to answered the phone that he wanted absolutely nothing to do with me.

Without even getting all the way through my description of what had happened he told me "you should probably just buy new shoes." To which I responded, "I just want to get these fixed as there's nothing else wrong with them and they shouldn't be doing this anyway." He then tells me he can't deal with me directly, and I have to take them to my nearest Atlas dealer so that they can assess the product and contact them (Atlas) if necessary. I do this; the nearest dealer is about 40 minutes away, and they agree that the way they broke isn't typical. After a week they (the dealer) call and let me know that they've been going back and forth with Atlas, but they don't want to do anything about the products. So now, not only am I dealing with two defective sets of snowshoes, but they (Atlas) have also wasted my time by having me go back and forth to the dealer, and wasted the dealers time as well, when they never had any intention of doing anything anyway.

I don't know when K2 bought Atlas, or if that has anything to do with the problem, but it was definitely not the experience I was expecting to have with them. In the meantime, I've duct-taped the shit out of my 1033's and rigged a pair of black diamond ski straps onto the 1225's as the heel straps in addition to duct-taping the tails back together. When I replace these snowshoes, it will not be with any Atlas/Tubbs products.

On the other end of the spectrum, I have always had an excellent experience with BD and Patagonia whenever an issue with their product has come up.

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By Jlindmark
Jan 22, 2014
Arc'teryx has presented excellent customer service in my experience. I had a plastic pull tab fail on a pair of Zenta AR gloves and reached out to them. They were quite prompt and gave me two options: I could send in my gloves and have them replace the part or they could send me a new tab and I could replace it myself. I opted for the second option and had the tab within a week.

Kahtoola customer service was also very enjoyable. I had lost a microspike during a climb and reached out to them to see if I could purchase a single microspike instead of buying a new pair. They responded with effectively, "Your new microspike is in the mail. Here's a tracking number." Good people.

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