Login with Facebook
 ADVANCED
Best Warranty Experiences
View Latest Posts in This Forum or All Forums
   Page 3 of 4.  <<First   <Prev   1  2  3  4   Next>   Last>>
Follow replies to this topic? Notify me at the top of web site.
1

Email me.
 
 
By ClimbingOn
Jan 23, 2014
One company that most certainly does not have a good warranty service is Marmot. I recently sent in a puffy for repair/warranty. I heard nothing back for many weeks and finally called them. They said they would get around to it soon. Today I received an e-mail from them advising me that products sent in for warranty must be washed first. If I had washed the puffy with holes in it all the filling would have come out and it wasn't soiled to begin with. They informed me that they are charging me $30 to wash my puffy and will put a patch on it for an additional $30. Now I have no way to get my puffy back, repaired or otherwise, unless I spend $60 on what was originally a $100 jacket from REI. In an effort to not abuse REI's return policy I thought I would do the right thing and send it to the manufacturer for repair. I will not be purchasing additional Marmot products and would recommend others to consider a company that will stand behind their product.

I've had great experiences with Black Diamond and Princeton Tec. Top marks to both of them!

FLAG
By Jsimpson
Jan 24, 2014
Arcteryx treated me right . I sent them my beta LT jacket for repair. I bought the jacket in 2001. The seams were coming off, the right cuff stitching was torn and th chest pocket was ripped. I had taken this jacket aroud the world, including a month sailing open ocean in the atlantic. The zippers pulls had funky corrosion from the saltwater.

I had not washed the jacket once in the 11 years i owned it. Arcteryx gave me a call when they received the jacket and told me about the importance of washing a gortex jacket to maintain the material and seams. They said this was really caused by my lack of care, but that they would send me a new beta and to pick out a color from ehat they had in stock. They sent it out quickly.

They were hassle free and generous. It made me loyal to the brand. It's nice to know your $400+ purchase will last you 20+ years. I bought an atom lt from them shortly after and will continue to by the big ticket items like gortex jackets, down, and packs from them.

FLAG
By Scott McMahon
From Boulder, CO
Jan 24, 2014
Bocan
I've had alot of good and bad, but the one that always sticks out in my mind is North Face.

Mind you it was a decade ago, but my dumb*ass left a muffin in my canyonlands tent. Of course Mr. Chipmunk chewed a hole in and out of the tent. I sent it in to NF and man...I don't know if they sent me a brand new tent or what, but I couldn't find either hole. Spotless.

FLAG
By PatCleary
From Rohnert Park, CA
Jan 24, 2014
ClimbingOn wrote:
One company that most certainly does not have a good warranty service is Marmot. I recently sent in a puffy for repair/warranty. I heard nothing back for many weeks and finally called them. They said they would get around to it soon. Today I received an e-mail from them advising me that products sent in for warranty must be washed first. If I had washed the puffy with holes in it all the filling would have come out and it wasn't soiled to begin with. They informed me that they are charging me $30 to wash my puffy and will put a patch on it for an additional $30. Now I have no way to get my puffy back, repaired or otherwise, unless I spend $60 on what was originally a $100 jacket from REI. In an effort to not abuse REI's return policy I thought I would do the right thing and send it to the manufacturer for repair. I will not be purchasing additional Marmot products and would recommend others to consider a company that will stand behind their product. I've had great experiences with Black Diamond and Princeton Tec. Top marks to both of them!


For what it's worth, I think California law requires all garments to be washed before being sent back for warranty work. Mountain hardwear told me the same.

FLAG
By Ben Beckerich
From saint helens, oregon
Jan 24, 2014
About half way up the East Arete on Illumination Rock
I think Marmot should read this thread... they're the only manufacturer up in here with multiple negative reviews and no positive.

I own a Marmot lightweight synthetic puff I got for like $20 at an REI "garage sale." Pretty basic jacket, can't see having any problems with it, and was considering maybe trying some other Marmot products... but this jacket will be my first and last, based on shitty customer service experiences from others.

And that's really the whole point of this thread!

Any others?

FLAG
By Ben Beckerich
From saint helens, oregon
Jan 24, 2014
About half way up the East Arete on Illumination Rock
PatCleary wrote:
For what it's worth, I think California law requires all garments to be washed before being sent back for warranty work. Mountain hardwear told me the same.


I think that's a law and definitely company policy just about anywhere (except REI - they took back some crusty ass fucked up cycling booties I forgot to wash before I brought in, and didn't even seem irritated), but that's no reason to charge a guy $60 when he's got a valid reason for not washing it.

FLAG
By Ben Beckerich
From saint helens, oregon
Jan 24, 2014
About half way up the East Arete on Illumination Rock
And speaking of REI - I keep hearing guys on the mountain spraying about how REI doesn't take shit back after a year, now.......

This pervasive myth must die

Their new policy is that after a year, you have to have a receipt to get CASH BACK on the returned item. The policy is otherwise UNCHANGED.

It's still the best damn return policy of any B&M store on the planet, as far as I can tell.

FLAG
By PatCleary
From Rohnert Park, CA
Jan 24, 2014
Ben Beckerich wrote:
I think that's a law and definitely company policy just about anywhere (except REI - they took back some crusty ass fucked up cycling booties I forgot to wash before I brought in, and didn't even seem irritated), but that's no reason to charge a guy $60 when he's got a valid reason for not washing it.


They didn't charge him $60, it was $30 to fix the jacket (seems reasonable) and $30 to wash it, which seems pricey for dry cleaning, but is probably to stop people from doing it. As to not being able to clean it, you can always hand wash stuff. When I melted my way through a pair of MHW gloves that was my strategy.

FLAG
 
By Red
From Arizona
Jan 24, 2014
Cobra Kai
Osprey.

Fixed my pack the first time I sent it in. Replaced it the second time with the newer upgraded model.

FLAG
By Cor
Jan 24, 2014
black nasty
Thank you very much Black Diamond Equipment!

No questions asked, didn't even need to send the old part in…
New one is coming in the mail! (Stinger heel bail issue.)

As always, the service is top notch! (They have done similar before…)

FLAG
By Eli Harry
Jan 26, 2014
Bad Bannana's
OR!! brought a pair of mt. Baker mitt shells into their downtown Seattle store and was told to pick out any pair of gloves. Brought up a pair of couloirs to the front desk and the gal took the tags off and said have a nice day! Still have and love those gloves after 10 years!

So so service from marmot... Took 5 weeks and a few phone calls but I was given credit for a new jacket after the old one was leaking water directly through the goretex.

FLAG
By Jeff J
From Bozeman
Jan 26, 2014
Mottsy wrote:
Man, I wish I had the same experience that you did, how long ago did you send yours in?



I sent them in December 2013, I figured that over the Xmas break it would take a while. I got the new pair the first week in January 2014. I have taken the new shoes out a few times and the new and improved binding and spikes are nicer than my old snowshoes.

FLAG
By mitchy
From nunya gotdamn business.
Jan 26, 2014
I had a GREAT experience with Marmot. I sent back a gore-tex jacket that was delaminating. It was at least 8-9 years old, and i wasn't expecting anything from them. I called a few weeks after i sent it in and they gave a FULL credit. I was floored and asked are you sure, they said yeah, it's delaminating. I'm a Marmot man for life now.

FLAG
By Dhamma
From Roseville, Ca
Feb 5, 2014
Shasta Summit Panorama.  Memorial Day 2010.
1. Western Mountaineering. Repaired a bag with a bad stitch job in ONE DAY and sent it back to me free of charge. Unreal service.

2. Black Diamond. Patched a tent that got cramponed, replaced a broken trekking pole, and re-slug cams at no charge.

3. Patagonia. Replaced 2 jackets that had damage due to serious overuse with brand new ones.

4. Arcteryx. Gave me 59% off on a new set of shell pants after glissading ate the ass out of the old ones.

FLAG
By MRock
Feb 5, 2014
Split shin after 5.9+ R lead
+1 for patagonia. Burned one rain coat on a tea light, replaced it. That one was worn for several years then it began to delaminate, replaced it no questions asked for a brand new jacket. Walk in with the old one, walk out with a new one. I hope my UL down sweater doesn't ever die, but when it does I'm sure they'll replace it

FLAG
By Mike Collier
Feb 5, 2014
Mammut has been terrific. I had a headlamp fail after several years of use. When I wrote to inquire they quickly offered to replace it - no questions asked

I also had a good experience with Petzl after the heel lever broke on a pair of crampons. I contacted them to see if I could buy a replacement lever and they promptly sent me free replacement parts!

FLAG
 
By Josh Brown
Feb 7, 2014
Josh Brown wrote:
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.


Update or anyone who cares (and Patagonia deserves the acknowledgment)
I heard back from Patagonia and they couldn't repair the H2No on my shell so they sent me a $145 gift card in the mail. Terrific service and i'll be able to replace my shell. I see why they have recognition for stellar service.

FLAG
By Maurice Chaunders
Feb 22, 2014
Colombian Crack
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.


I've heard great things. They are in Boise, where I am now, and I've heard more than a few stories about replacing gear. Send it in.

FLAG
By Dylan B.
Feb 22, 2014
Orgasm Direct, Devil's Lake, 5.11a  c. 2008
Scott M. McNamara wrote:
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!


That's a service they charge for. How'd you get it for free?

FLAG
By Branin
From Cedar City, Utah
Feb 23, 2014
Just getting a profile pic for now...
Black Diamond: Sent me some pads for a helmet they don't even make anymore. Charged me nothing. Told me it would be 2-4 weeks and pads showed up in about three days.

Camelback: Totally awesome experience getting a part replaced. Fast and easy.

FLAG
By Adam Floyd
From Las Vegas
Mar 1, 2014
Vegas the Dog
Patagonia has given me phenomenal service, can't say enough good things, just got an email that they are repairing two jackets I sent in. I actually prefer companies who will repair things than just drop-ship a new one from China.

Arc'Teryx, absolutely terrible, told me it would cost 240 bucks to repair my 550 dollar jacket, but offered me advice on what new jacket to get from them, uh no thanks. The actual Arc'Teryx rep told me their warranty was just as good as Patagonia when I bought it. This was after I paid for shipping both ways when I had something else repaired. When you get bought out by a huge company...

BD is usually pretty good, I have had repairs and replacements. Walking into the warranty department in SLC garners a "yes" to a request more easily than emailing the warranty department.

Misty Mountian, amazing service, but I wouldn't expect anything less from a made in the USA company.

FLAG
By Jonathan Awerbuch
From Boulder, Colorado
Mar 13, 2014
+10 for Black Diamond:
I tore up a pair of BD gloves, using them for mixed climbing / winter mountaineering. I contacted BD customer service with a photo, and they said that they would really not recommend those gloves for that use-- they weren't designed for that, and that's why they wore out so quickly.

So they sent me a new pair of (significantly more expensive) gloves designed for mixed climbing. Free of charge.

I was already a fan of BD, but this was just over the top.

FLAG
By i.reynaud
From Long Beach, Ca
Aug 12, 2014
Claim Jumper
I sent in a three year old Mountain Hardwear Ghost Whisperer Down Jacket last week because of failed stitching. I just got it back today and the stitching looks great. I guess you can chalk that up as a minor success.

FLAG
By ccerling
From Boston, MA
Aug 12, 2014
me
Kelty of all companies was very good to me. I bought a pack for next to nothing on steep and cheap and a year later when the frame broke they sent me a brand new pack completely free. The one that I had originally purchased was discontinued so the customer service rep just told me took look through there new packs and pick something of a comparable size. A week later a brand new pack showed up at my front door.

FLAG
 
By richardd
From Loveland, CO
Aug 12, 2014
Not much climbing in FL.
I broke a Life Link pole and called to see if they had a replacement part. They didn't, but sent me an entirely new pair, better than the one I had. The cement attaching the Atlas logo ate a big hole in my snowshoe bindings. They're old, but I thought they might offer me something, especially since my wife's are just as old and are fine (slightly different binding). No response at all, and fixing them was pretty expensive.

FLAG


Follow replies to this topic? Notify me at the top of web site.
1

Email me.
Page 3 of 4.  <<First   <Prev   1  2  3  4   Next>   Last>>