Arc'Teryx warranty is meaningless

Has anyone gotten Arcteryx to repair stuff? I have multiple items replaced by Arcteryx, but never repaired. Patagonia has repaired my Houdini jacket and stretch elements jacket (twice!) as well as replaced a delaminated jacket. I prefer repair than replace, but I have no issues with Arcteryx warranty service (2 jackets and 1 ski pants replacement).

10 year old shorts?  If I was the warranty rep, I would have made you send the shorts in at your expense, and then mailed you a check for the depreciated value of $0.01. Put some seam sealer on them and wear them for another 10 years. 

I've been pleasantly surprised at how name brand outdoor companies stand by their products.  My wife went through a batch of defective Patagonia Nano Puff jackets and they finally said, "Yeah, this is a bad design, here's $(Full Retail) credit. Treat yo'self."  Mountain Hardwear fixed up a tent pole for me.  I almost just sent the pole to the tent pole guy thinking there's no way that's going to be covered after all these years, but I gave it a shot and it was. I currently have a $200 credit with Mountain Hardwear because the ultralight rain shell started coming apart where my pack rubbed on it.  I know I didn't pay that much for it, because I don't pay retail for anything.  Being a deal hound, I have to remind myself of that when I see some Amazon Basics down sweater or a "SUNSUN TOP PANDA Auto-Belay for Climb, Cut Tree, Rescu Person, many color, one size. $29.99"

I recently bought the Kestros climbing pants and they seriously ride down when you walk. After buying I saw many people have commented about this flaw. Arctryx  basically said they could not do anything for me since it was a design issue and not a manufacturing flaw. I was trying to branch out from Patagonia a bit and now I regret that decision.  However I did buy a very similar pair from Mammut ( Kestros)  and they are perfect. 

If you are happy that this Jacket is covered by warranty, please be cautious and think about other products like Patagonia or North Face. Their Lifetime warranty is genuine compared to Arcteryx.  I bought this Jacket in 2021 and there was damage due to Down coming out and made a small hole. I took this Jacket to their outlet, and they have repaired the Jacket by putting a Black Tape to a green jacket without consulting me, When I have reached to their support, they are not accepting that it is a Manufacturing Issue and they have done poor repair. Instead offering a 6-dollar tenacious tape to apply it by myself. Product is Ok but overpriced and Service & warranty are Very Very Bad.

Down jacket repair options:

Tenacious tape / ripstop tape - The standard repair and the best repair. Works. If done with rounded corners, lasts a long time. Does not change the lofting characteristics of the area.

Machine Sewn - Not standard. Eliminates the loft in the area. Potentially longer lasting. Potentially not longer lasting if the thread tension and fabric used to patch is not balanced and the repair thread ends up cutting the existing fabric of the jacket.

Hand Sewn - Takes a long time. Difficult to do on very lightweight fabric as on down jackets. Maintains the loft in the area. Same potential issue with unbalanced thread tension cutting the existing fabric.

Seam Grip, etc - Not standard. Works. Durable and long lasting. Only viable for small holes and clean tears where the fabric edges line up well. Doesn't affect the loft in the area... If your going to go this route, better to use ripstop tape and then a small amount of seam grip around the perimeter of the tape. Seam grip has a rubbery texture which you might now want. Can look well done. Can look like crap.

If you wanted a better repair than ripstop tape... you would have to completely re-make that section of jacket in different fabric. That would be very hard and time consuming. There is an order of operations to sewing backpacks, clothing, etc... sometimes you can't simply do something the way it seems at first like you should be able to.

Edit: if the jacket is sewn through baffles instead of box baffles you could sew fabric patches down over the existing fabric by following the existing lines. This can make a very aesthetic repair sometimes. Slight decrease in breathability in the area.

For what it's worth, my latest experience with Arcteryx trying to get them to fix a failing glued hem seam on my Alpha SV jacket was rather frustrating. When I sent it in and had it assessed, I was sent an email stating that the Goretex fabric was delaminating and so they would not fix the hem. I called to dispute, and the situation wasn't made any better but the rep I talked with was understanding and helpful, and offered a 40% voucher instead of the 20% that I had originally been offered. I asked if they would just send me the jacket back, and they did. I received it yesterday, could not for the life of me find any delaminating in the fabric, so called them again and was sort of given the same treatment -- very friendly and understanding but basically saying that if there's something else that they deem to be an 'unrepairable issue,' they won't fix the issue it was sent in for. I don't agree with that and think it's stupid and goes against all of their claims of trying to be more eco friendly, but I can understand that that's just what their deal is. In the end, I have my jacket which I can just sew a fix for myself and get years from it still, and I get that 40% voucher so I'm relatively happy. Also, the jacket is 10 years old but an $800 jacket like that should last more than 10 years and be stood behind when something like a glued seam fails. At least that's why I'm willing to spend that kind of money on a jacket. I'll be staying away from Arcteryx in the future (except to spend my voucher) and instead go to Patagonia, OR, or Rab.

Nick Niebuhr wrote:

For what it's worth, my latest experience with Arcteryx trying to get them to fix a failing glued hem seam on my Alpha SV jacket was rather frustrating. When I sent it in and had it assessed, I was sent an email stating that the Goretex fabric was delaminating and so they would not fix the hem. I called to dispute, and the situation wasn't made any better but the rep I talked with was understanding and helpful, and offered a 40% voucher instead of the 20% that I had originally been offered. I asked if they would just send me the jacket back, and they did. I received it yesterday, could not for the life of me find any delaminating in the fabric, so called them again and was sort of given the same treatment -- very friendly and understanding but basically saying that if there's something else that they deem to be an 'unrepairable issue,' they won't fix the issue it was sent in for. I don't agree with that and think it's stupid and goes against all of their claims of trying to be more eco friendly, but I can understand that that's just what their deal is. In the end, I have my jacket which I can just sew a fix for myself and get years from it still, and I get that 40% voucher so I'm relatively happy. Also, the jacket is 10 years old but an $800 jacket like that should last more than 10 years and be stood behind when something like a glued seam fails. At least that's why I'm willing to spend that kind of money on a jacket. I'll be staying away from Arcteryx in the future (except to spend my voucher) and instead go to Patagonia, OR, or Rab.

Are you seriously moaning about $80 a year? 

that guy named seb wrote:

Are you seriously moaning about $80 a year? 

Yes because I can easily get at least another 5 years out of it once I fix this minor hem issue. Gear should be maintained and repaired until it no longer can be.

I was having a good day until I read this this depressing news. Has anyone contacted the United Nations about this issue? At the least, a Crowd Fund for these victims. 

I've had mixed results with ARC'TERYX warranty, but my most recent one was very positive:

I sent them a ripped and packed out Atom LT with a broken zipper that had been around the world with me. Although they declined to patch the rip, they fully replaced the zipper (and gave me three color choices), breathing new life into the jacket. My cost: Shipping it to them. Thanks ARC'TERYX.

Nick Niebuhr wrote:

For what it's worth, my latest experience with Arcteryx trying to get them to fix a failing glued hem seam on my Alpha SV jacket was rather frustrating. When I sent it in and had it assessed, I was sent an email stating that the Goretex fabric was delaminating and so they would not fix the hem. I called to dispute, and the situation wasn't made any better but the rep I talked with was understanding and helpful, and offered a 40% voucher instead of the 20% that I had originally been offered. I asked if they would just send me the jacket back, and they did. I received it yesterday, could not for the life of me find any delaminating in the fabric, so called them again and was sort of given the same treatment -- very friendly and understanding but basically saying that if there's something else that they deem to be an 'unrepairable issue,' they won't fix the issue it was sent in for. I don't agree with that and think it's stupid and goes against all of their claims of trying to be more eco friendly, but I can understand that that's just what their deal is. In the end, I have my jacket which I can just sew a fix for myself and get years from it still, and I get that 40% voucher so I'm relatively happy. Also, the jacket is 10 years old but an $800 jacket like that should last more than 10 years and be stood behind when something like a glued seam fails. At least that's why I'm willing to spend that kind of money on a jacket. I'll be staying away from Arcteryx in the future (except to spend my voucher) and instead go to Patagonia, OR, or Rab.

Not to be that guy or anything but ten years from a Gore-Tex Pro jacket seems pretty good, from a technical textile life-span perspective. 

Nick Niebuhr wrote:

For what it's worth, my latest experience with Arcteryx trying to get them to fix a failing glued hem seam on my Alpha SV jacket was rather frustrating. When I sent it in and had it assessed, I was sent an email stating that the Goretex fabric was delaminating and so they would not fix the hem. I called to dispute, and the situation wasn't made any better but the rep I talked with was understanding and helpful, and offered a 40% voucher instead of the 20% that I had originally been offered. I asked if they would just send me the jacket back, and they did. I received it yesterday, could not for the life of me find any delaminating in the fabric, so called them again and was sort of given the same treatment -- very friendly and understanding but basically saying that if there's something else that they deem to be an 'unrepairable issue,' they won't fix the issue it was sent in for. I don't agree with that and think it's stupid and goes against all of their claims of trying to be more eco friendly, but I can understand that that's just what their deal is. In the end, I have my jacket which I can just sew a fix for myself and get years from it still, and I get that 40% voucher so I'm relatively happy. Also, the jacket is 10 years old but an $800 jacket like that should last more than 10 years and be stood behind when something like a glued seam fails. At least that's why I'm willing to spend that kind of money on a jacket. I'll be staying away from Arcteryx in the future (except to spend my voucher) and instead go to Patagonia, OR, or Rab.

Nick, have you reached out to Gore Tex? They also warranty jackets using their technology. No promises, but it’s worth a shot. 

I had a kind of mixed experience. Sent in a 15-yo Goretex jacket--the hem had completely unraveled. Jacket was lightly used for ice climbing only and mostly sat in the bottom of my pack unless the ice was dripping.

Didn't really expect much with a jacket that old but Arcteryx decided to issue me a voucher for the retail price ( in 2005) of the jacket!

the sad thing is, I need like twice that amount to actually buy something from Arcteryx that I can use for ice climbing.

Look at the website these days--lots of super high end lifestyle stuff. Make me long for circa 2005 North Face!

Emilio Sosa wrote:

Nick, have you reached out to Gore Tex? They also warranty jackets using their technology. No promises, but it’s worth a shot. 

Actually, thanks for the reminder! I planned to contact them as soon as I got it back, but then life got busy and I totally forgot. Back in the day I heard they had an amazing warranty policy, hopefully that's still the case. Will report back for anybody interested.

Nick Niebuhr wrote:

Yes because I can easily get at least another 5 years out of it once I fix this minor hem issue. Gear should be maintained and repaired until it no longer can be.

Further, after having the same hem failure on my Beta AR (which Arcteryx basically told me to GFO) I've seen that this hem de-lamination failure is a feature of their jackets. I've now read countless reports of this occurring and Arcteryx's corporate policy on honoring their warranty seems to be arbitrary and thus cannot be relied upon by the customer.

Perhaps the jacket hang tag should state this prominently "We have designed the hem on this Garment to Prematurely Fail long before the rest of this garment has reached the end of it's useful life. This hem delamniation may occur at any time after approximately the 6 year mark; please plan to retire this jacket at such time. 

Also, their warranty should explictly state that 'Our warranty does not cover the failure of the hems on any of our garments as they are designed to naturally de-laminate with use.

Lovegasoline Love wrote:

Further, after having the same hem failure on my Beta AR (which Arcteryx basically told me to GFO) I've seen that this hem de-lamination failure is a feature of their jackets. I've now read countless reports of this occurring and Arcteryx's corporate policy on honoring their warranty seems to be arbitrary and thus cannot be relied upon by the customer.

Perhaps the jacket hang tag should state this prominently "We have designed the hem on this Garment to Prematurely Fail long before the rest of this garment has reached the end of it's useful life. This hem delamniation may occur at any time after approximately the 6 year mark; please plan to retire this jacket at such time. 

Also, their warranty should explictly state that 'Our warranty does not cover the failure of the hems on any of our garments as they are designed to naturally de-laminate with use.

To play devils advocate for a second, the hem isn’t stitched and so it makes sense that eventually from exposure over and over to cold, abrasion, heat (wash/dryer) it’ll eventually fail. But yeah it’s probably the easiest repair for them to do on a hard shell jacket and is sad that my experience seems to be the norm. At least they made an excuse for me!

Adding salt to the wound, they’re trying to be all Patagonia-y now and raving about their regear program (aka worn wear) as if they care about repair and reuse. Gross. I will say though, I felt like maybe I was pushing it a bit too much lately with Patagonias policy so I asked about it in the chat feature. The response I got was basically along the lines of ‘keep returning stuff when it fails, if the warranty department feels like you’re abusing it they’ll definitely let you know.’

I know there are people who abuse warranty policies and I’ll admit I come dangerously close to being one of them at times, but I am and will be buying as much as I can afford from Patagonia because of their amazing customer service and product support. Also you still get real people on their website chat!

Nick Niebuhr wrote:

To play devils advocate for a second, the hem isn’t stitched and so it makes sense that eventually from exposure over and over to cold, abrasion, heat (wash/dryer) it’ll eventually fail. But yeah it’s probably the easiest repair for them to do on a hard shell jacket and is sad that my experience seems to be the norm. At least they made an excuse for me!

Adding salt to the wound, they’re trying to be all Patagonia-y now and raving about their regear program (aka worn wear) as if they care about repair and reuse. Gross. I will say though, I felt like maybe I was pushing it a bit too much lately with Patagonias policy so I asked about it in the chat feature. The response I got was basically along the lines of ‘keep returning stuff when it fails, if the warranty department feels like you’re abusing it they’ll definitely let you know.’

I know there are people who abuse warranty policies and I’ll admit I come dangerously close to being one of them at times, but I am and will be buying as much as I can afford from Patagonia because of their amazing customer service and product support. Also you still get real people on their website chat!

I see this was over a year ago you had your experience, but just for balance: I had the hem failure happen on an Alpha FL jacket of mine, I took it to the Arcteryx Boulder store and they sent it in to HQ for a repair - they re-stitched the hem and then re-glued it in a really nice, professional way. All for free. That was maybe 8 months ago and no problems since. 

Arc’s online reps aren’t great, but if you can make it to the boulder store, they have always done really well by me. 

Daniel Kay wrote:

I see this was over a year ago you had your experience, but just for balance: I had the hem failure happen on an Alpha FL jacket of mine, I took it to the Arcteryx Boulder store and they sent it in to HQ for a repair - they re-stitched the hem and then re-glued it in a really nice, professional way. All for free. That was maybe 8 months ago and no problems since. 

Arc’s online reps aren’t great, but if you can make it to the boulder store, they have always done really well by me. 

That's great to know. I think I remember somebody saying that their online/phone reps are hit or miss. I must've been one of those who missed. 

Daniel Kay wrote:

I see this was over a year ago you had your experience, but just for balance: I had the hem failure happen on an Alpha FL jacket of mine, I took it to the Arcteryx Boulder store and they sent it in to HQ for a repair - they re-stitched the hem and then re-glued it in a really nice, professional way. All for free. That was maybe 8 months ago and no problems since. 

Arc’s online reps aren’t great, but if you can make it to the boulder store, they have always done really well by me. 

The problem here is that there's no consitent corporate policy whatsoever. Arc'Teryx may stand behind their products or they may not. On one day they may decide they will repair a failed hem (which was not caused by user error or abuse), but on the next day they may decide they do not care to repair that same failed hem (which was not caused by user error or abuse). There's simply no way one can rely on Arc'Teryx since there's no possible way to guess how a routine encounter with an Arc'Teryx agent will play out. For ex. when one of their garments with upper echelon pricing exhibits a common failure mode will they repair or replace it via their warranty? Or will they refuse to stand behind their product citing their warranty? For the customer there's simply no way to know. This capriciousness produces the impression of a deficit of integrity (compare this for ex. with the impression produced by Patagonia's corporate policy). Arc'Teryx's real-world corporate policy - insofar as the consumer is concerned - is the same as a flip of the coin. It's arbitrary. I believe that many consumer's have deceived themselves with the false expectation that premium pricing would be accompanied by premium customer service, which is simply not the case. The more I read about others' experiences the more this point is driven home. And this is what's being established in Arc'Teryx's reputation amongst consumers.