Issues with Arc-teryx warranty

I thought I’d share an experience I just had with an EXPENSIVE Arc-teryx Rush jacket. It’s only 3 years old and the lining fabric is already wearing off in 2 spots. One of them is now a hole about 1x1inch wide. This is a $800 piece of gear that’s supposed to be their most rugged and durable big mountain jackets. I submitted a warranty claim only to be told that the issues I encountered are not covered under warranty because they’re considered normal wear and tear. They offered to send me patches to cover the holes in the fabric lining. I was quite shocked and asked them to relay my outrage to their management. Patagonia (who does not charge that much) would have either repaired or replaced the garment. I own over 15 Arc-teryx pieces but this might be the last piece I buy from them. I will be more careful about buying gear from companies like Patagonia who stand behind their products no matter what. I often get asked on chairlifts about this jacket so now I’ll make sure to share this experience and show the patches to anyone who is curious. Anyone else is having this experience with Arcteryx?

Arc’teryx is known as having pretty poor customer service/repairs and Patagonia is known as having probably the best in the business. I think Arc’teryx makes the best jackets but once you have them you’re kind of on your own. 

Experience varies. I sent in a 6+ yr old Theta AR I bought secondhand with seams delaminating around the cord cinches for the hood and waist. Since they didn't make that model anymore they sent me a voucher for a new jacket for free, anything in their catalogue, no questions asked. 

Many years ago I had a great experience myself with their customer service where they went way above and beyond, which is why I was so disappointed this time. The fact that their policy is so opaque and so hit or miss is problematic. With Patagonia you know you’re going to be taken care of. With Arc-teryx you are rolling the dice and at the price point they’re at it’s not an acceptable situation to have to deal with.

I had a good Arc’teryx warranty experience.

The girlfriend gifted me a Arc’teryx puffy that was the same model as hers.  I noticed that the loft in mine was much better and though it was maybe it was that she washed it in regular detergent and maybe the way she dried it.  

She contacted Arc’teryx and they replaced it.  `

Arcteryx’s warranty has definitely gone downhill since their acquisition. The language on their website reads differently to reflect that as well. My wife tried to get something repaired a year-ish ago that seemed clearly like a manufacturing issue, but they just gave her Gear-Aid patches because it was used in the alpine. After the acquisition,  then watching the brand move to fashion, that situation was the final straw for my once strong brand loyalty. Being from Vancouver, Arcteryx was my hometown brand.

IMO they still have some of the best jackets that I will continue buying, I know I’m on my own for repairs, and if something better comes along I’ll consider buying that too. In the end, I think excluding coverage of climbing wear and tear is very reasonable. Similar to how I don’t expect Michellin to take care of my car’s tires if I run over nails or when they wear out. 

Micah Hoover wrote:

Experience varies. I sent in a 6+ yr old Theta AR I bought secondhand with seams delaminating around the cord cinches for the hood and waist. Since they didn't make that model anymore they sent me a voucher for a new jacket for free, anything in their catalogue, no questions asked. 

I had the exact same experience with the exact same jacket. First the cinch seams around the waist exploded, then the membrane itself delaminated. From what I understand it was a quality control issue with that model. I think if it's documented in their system as QC they are quick about it, but otherwise it gets lost and not treated appropriately

I had a buckle break on a shoe with minimal wear and they said they couldn't replace it or just send me a new one. Offered a 20% off a new item coupon, which is practically worthless.

You know I was hiking near Mt. Olympus with this old timer and she was saying the same thing as Chris. That after Arc'teryx got bought up they changed, didn't want to believe it cause I'm a fan of their gear but after reading some reviews it makes you wonder if the Alpha line is really all it's cracked up to be or if its just good marketing. I see plenty of people climbing in Patagonia, BD, OR and REI gear and doing just fine. The North Face is used by Jimmy Chin and Conrad and they get almost no attention on the big websites. Makes you think.

I've always been taken care of by Arcteryx for my warranty issues (13 year old hardshell delaminating, zipper replacements, etc.), but have heard plenty of stories of people being told to kick rocks. As others are saying, it really seems to depend on the person that responds to you. Unfortunately there still don't seem to be many comparable products to the Alpha line, and most of their products fit me far better than other brands.

I'm just pissed because the toe rands on my Acrux's peeled back because I walked in snow. Even 90's Five Tennies wouldn't do that.

Got a new Alpha AR in 2020 and had a zipper tooth fall out after 3 weeks of light use (worn in town, maybe 1 or 2 climbs/hikes), contacted Arc'teryx about warranty and have yet to receive a reply, even after emailing customer service direct when they didn't get back to my initial claim. 

Not sure if it's changed (or if I'm misremembering) but last time I read through their warranty, if you send them an item and they don't deem it repairable/covered by warranty they both won't send you a replacement, and won't ship yours back to you.

Bullshit for a company that charges 10% more than their competition for similar quality goods.

Patches to repair a 3 year old jacket seems pretty reasonable.  I would be less psyched to hear that they just sent you a brand new one and threw away the old jacket.  

Dotan Saguy wrote:

I thought I’d share an experience I just had with an EXPENSIVE Arc-teryx Rush jacket. It’s only 3 years old and the lining fabric is already wearing off in 2 spots. One of them is now a hole about 1x1inch wide. This is a $800 piece of gear that’s supposed to be their most rugged and durable big mountain jackets. I submitted a warranty claim only to be told that the issues I encountered are not covered under warranty because they’re considered normal wear and tear. They offered to send me patches to cover the holes in the fabric lining. I was quite shocked and asked them to relay my outrage to their management. Patagonia (who does not charge that much) would have either repaired or replaced the garment. I own over 15 Arc-teryx pieces but this might be the last piece I buy from them. I will be more careful about buying gear from companies like Patagonia who stand behind their products no matter what. I often get asked on chairlifts about this jacket so now I’ll make sure to share this experience and show the patches to anyone who is curious. Anyone else is having this experience with Arcteryx?

I just did.  I bought my son the paper thin $600 Beta AR jacket to use for the mountains. I had doubts about keeping it because it was so paper thin, but it was advertised as a "workhorse of a jacket" and an all-around adventure jacket.    It shredded the first time he wore it.  His REI shell has lasted him  3 years with NO problems.   I called ARc-teryx and they said it was an accident and I am out of luck.  The guy actually told me there was nothing they could do for me and he was sorry for my bad luck and he hoped I could figure out how to repair the jacket.  No offer for anything else- not even to send tactical tape which I had gotten used to with Patagonia.   I will NEVER buy a piece of Arc-teryx again.   This Canadian company needs to improve their customer service because they can only hide behind  their "impeccable attention to design" for so long.   

Michelle Sokolov wrote:

……This Canadian company needs to improve their customer service because they can only hide behind  their "impeccable attention to design" for so long.   

 

Unfortunately, Arcteryx hasn’t been a Canadian company since 2019, when they were purchased by Anta Sports. It’s now a Chinese company. Most of Arcteryx’s long time Canadian employees quit 2+ years ago.

The following article was published in 2020;
https://jingdaily.com/outdoor-brand-arcteryx-china-marketing/

I've seen the steady decline in product support in the last few years. In the past, getting zippers replaced, parts of gear fixed, full pieces replaced no questions asked was the norm. Last fall I think we got lucky with getting a coupon code for the full value of my wife's Alpha SV when the wrist cuff started failing (I was surprised they didn't want to fix it though, given that they've been pushing some 'eco friendly' marketing lately). They gave us a bit of a hard time for apparently 'not washing it enough,' and the price had gone up since she bought hers so we had to pay a bit more to get a new Alpha, but so be it. 

Fast forward to this fall, my Alpha SV started coming apart at the bottom hem. I was offered a coupon code for 20% of what I paid for it ($125). This was an insult to me and I called them to let them know. The guy I chatted with was very understanding and friendly, and ended up offering me a 40% code instead which was better but still not good enough. I asked if they could just send the jacket back, and I'll fix it myself and potentially get another 10 years out of it. 

I'll be no longer buying anything from Arcteryx if I can help it (unfortunately their fit is almost always perfect for me), and won't recommend them to friends. I loved that they were a small top quality company from my hometown and am always willing to pay a premium for my gear if I know it'll be stood behind by the company, but the times have changed for Arcteryx. I've been focusing on Patagonia who have been nothing but amazing with repairing/replacing gear, and I believe Rab has a pretty good policy as well.