My pack’s seams busted out last season, and I need it fixed or replaced before I hit the AT for a sobo thru.
has anyone actually had a manufacturer send them a new pack because theirs wore out? I’ve heard many people say: “I just e-mailed them and said I was thru-hiking, and they gave me a tent” (big agnes) or “my old pack broke so they sent me this one”…
sounds doubtful, but there is supposed to be a warranty on granite gear products, right?
Doyle
Yes! High Sierra Sport sent me a new pack. It was a crappy pack for backpacking (weight never would ever ride on the hips) and was a heavy (4 or 5lbs) for a 3700cu’in pack… but I got it for $60 on sale at an army surplus place going out of business—and then i used it for 3 months in south america. While a few things from the manufacture did rip or break (nothing to impact the functioning/structure of the pack-just like a compression strap fray and maybe some mesh ripping)…but well a bus dragged it for about 2 kilometers in venezuela… that cause some damage-mostly cosmetic though-again the pack functionality was intact. I got back to the states and sent this smell, written and drawn on, frayed, beat up pack to high sierra complimenting how well it held up, and that I would pay a fee if need be, but could they please repair (items 1 through 15) please? and I demarcated the 2 or 3 that I thought were ‘their’ fault. I got a brand new pack in the mail 2 weeks later, along with a coupon for lie $15 or 15% off any purchase from them. No letter, no questions asked. While I will probably not buy from that brand cause it is more for amatuers and tends to be clunky-i have total respect for the customer service!
matt
Jansport has repaired my daypack once (new zippers and a tear) and this past summer replaced it for free when they decided they could not repair it anymore. Not bad for a 15 year old pack used every day for school and on day trips in the summer. All I had to do was send it to them. So yes it is true!
roadrunner
As well, gear from stores like REI (or EMS, etc) tends to be backed by the company. There was a Prana shirt i had from REI that really, well I don’t wear deoderant, and I get by just fine 90% of the time-without people ‘smelling’ me-I shower frequently. Anyways, this REI Prana tshirt must have been some specific blend of polyester/quick-drying jazz cause within 10 minutes I stunk bad and it emanated from me! Well, I returned that shirt for $45 nearly 1.5years after I bought it. I had only worn it maybe 4 times-but still! full credit/$ back. I don’t feel I abused their system-the shirt didn’t work for what I wanted to use it for.
But, consider buying gear from such places. Cabelas will replace or pro-rate the most worn of boots even, a year or two later-if you want to ‘use’ their customer service-but for when you have an actual problem down the road, such places are incredibly better than the local expensive outfitter (in my opinion-here in michigan)–maybe trail outfitters along the AT are more…reputable for the sake that word travels and quality out-fitter that will stand by something they sell, even 5 months later, is worth more than any price.
matteroo!
After I got off the trail I worked for a “local expensive outfitter” for a few years. And, believe it or not, most products have a definite life span just like a car, appliance or clothing. If the “local expensive outfitter” is any good the staff probably receives alot of training from different manufacturers so they can help customers make the right decision about gear that will best fit their needs whether they’re “amatuers” or not. Many times people came in to get educated about gear then turned around and bought the same product off the internet. Then, believe it or not, they’d bring their internet purchased pack in and ask us to fit and adjust for them. Which I would usually do only to stress the point that the “local expensive outfitter” provides services that you don’t get off the internet. Many times we swapped water filters or stoves, etc for people that experienced problems. Do you feel you got your moneys worth out of that pack? Is it worn out or are you just trying to get something for nothing? If your not going to support your local outfitter then don’t complain when they go out of business as this particular outfitter did. Have a great hike.
Bo’94
LL Bean has avery good return policy on their stuff. I had a Kelty pack and the frame broke while doing a hike. I sent it back and they put on a new frame for free, no questions asked. That was 20 years ago and the customer service was great. I tried to get my new Kelty repaired recently and the service was not quite as good but they still eventually fixed the problem. Leki has also replaced or fixed my hiking poles twice without a problem. Some companies are very good about this but I think it depends on how you approach them. In all instances I was willing to pay to get parts to fix my gear but the manufacturers stepped up on their own to stand by their stuff. If your attitude is to rip off the manufacturer and get free gear replacements they may not be as willing to help.
Big B
I want to clarify that in certain areas the local outfitter is probably without a doubt superior to REI or EMS. My experience with a single local outfitter is one that is located in the heart and center of a college town (ann arbor, MI). I will not say their name, but, the same outfitter that has an incredible range of gear, also sells some of the more expensive, fashionable womens clothes on campus. Not that these things can’t co-exist-but I feel the clientel that comes to this local outfitter HAS MONEY TO SPEND, irregardless of whether they are getting geared up to climb everest or spending 3 days at the sand-dunes in Northern Michigan-this store sells so much to students who ‘want a bookbag’ and end up with a $120 or $160 arctyrex daypack simply cause its cool brand/bag. I am okay with all that, but I get the gut feeling and have had the customer service impression that they are less than motivated to provide the VERY BEST customer service, even though they have the highest prices and maybe one of the wider selections of gear around. They know the $$$ is coming in whether the customer service is bad, ok, or Great.
no rag against the local outfitter bo’94-i think a lot of the time they are the way to go-just not around here, for the various reasons I listed.
matt
Does this type of thinking bother anyone else? Gear has a life span and using something until it is worn out and then wanting something for nothing just sounds horribly selfish and self centered. Just because a supplier is nice enough to go above and beyond in order to keep a good reputation does not mean that the hiking community should take advantage of that and expect a lifetime of free refills.
Prospector
I thruhiked the AT in 05 with a Granite Gear Vapor Trail Pack. About midway the seams started to break out. Called Granite Gear and they indicated they knew about the problem and to asked where my next mail drop was. There was a new pack waiting there for me. Shipped them the old one in the same shipping pack as the new one came in. Other hikers had problems with packs from other manufacturers and were told to ship them in for repair. Guess it depends on the manufacturer.
steady on
I would agree 100% with Prospector. Before anyone returns anything they need to ask themselves if are they trying to get something for nothing are is this a legt. problem?
I’ve returned lots of things that broke way to early or that was clearly a warranty problem. I’ve, on the other hand put down many pairs of shoes who’s life span was over.
That said some companies go out of there way to fix/replace items for little or no cost. I have a tent that I love from MSR. After thru in 03 with tons and tons of rain the seam tape on the bottem was coming up. I sent it to MSR with a letter and my phone number to get the cost of fixing it.
They sent my tent back fixed with a letter simply stating “Enjoy, it was my pleasure to reseam her.” I still buy primary MSR products if I can.
SweetAss
I sent my daypack back to Jansport only because it had a lifetime guarentee and when I called about getting it fixed for a fee they said to send it in and that it was free. I agree that places like EMS, REI go out of their way to make it right if something is defective and we should not take advantage of it.
roadrunner
I paid good money for a pack that is meant to be used on a thruhike. thruhiking is listed in the description as an ideal use of the pack.
The pack is rated for 30 lbs. My base weight is 7 lbs. My pack weight before food and h2o is 16 lbs. I didn’t go more than 4 days between resupplies. The pack blew out within 200 miles.
Do you honestly think I’m going to go pay another $150 for a new pack??
Prospector: What gear company do you work for?
I’m not selfish, self-centered, or a con artist. Obviously gear will eventually wear out, and that’s fine. I didn’t go into the details of my pack’s PREMATURE failure in my original post because I was hoping it would go WITHOUT SAYING on this forum that I am an honest person, not some A-hole that found a backpack in a dumpster and tried to get a brand-new one for free. I understand the basic concepts of a free trade economy and I’m not a communist, don’t worry. Thinking like yours (so quick to assume the worst in another’s character) is more bothersome to me than wanting my money’s worth for a widely acclaimed product.
And, BO’94, my local outfitters ARE rei and ems. Its pathetic, but that’s what I’ve got. I stop into privately owned outfitters whenever possible, but they just aren’t around .
Thanks for the good-natured posts. I already got an Email back from Granite Gear, and I guess I’ll just send it out and see what happens.
Doyle
A premature failure due to materials or workmanship should be covered by any honest manufacturer. By the phrasing of your original post (wore out) I took to mean that you had wore it out over time and just wanted another for free. Sorry if I did not understand properly. 
Prospector
My zipper broke on my Granite Gear pack and they sent me out a new pack body. When I hiked in to Yosemite it was waiting for me. They asked me to send them the broken one so they could see where it failed. Great F’in company they’ll take care of ya you goddamn con artist :smokin
Feral
No problem Prospector; I was a little lazy with the details originally.
what’s good, feral? I saw 5 seconds of you in Loin King’s video on you tube! I hope I get into an AT shelter one night and find you working on your triple crown, bro. I’ll have one ready just in case. happy trails.:cheers :smokin
Doyle