marmot “lifetime” warranty worthless for me

[Charles Compton]

The REI return policy is only good for a year. The change occurred June of 2013. Older gear is grandfathered into the old return policy.

In regards to the pack. Doesn't look like heavy use to me. I have an Osprey Aether 45 that has the same problem after 10 years of hard use. So, the pack shouldn't have that issue so soon. Note: I'm not returning my Aether. Think I got my money's worth there.

A lot of outdoor gear seems to be marketed to the casual user these days. That translates into lower price points and lower quality for higher profit margins. There is also pressure to lower weight which makes gear less durable as well.

[James holden]

well folks … heres bit more serial whining

heres an osprey mutant is that is a bit less old, but i use MUCH more … theres holes from picks, marmots and hauling

although osprey has the "all mighty" guarantee … i never sent it in, i just taped on seam gripped the holes and kept on using them

why? … i actually used this pack a decent amount … its hasnt been sitting in the closet

IMO a pack that generally sits in the closet and gets maybe 2 weeks of trail use a year shouldnt delaminate under 4 years … and if it did then a company that advertises a "lifetime" warranty at the time should take care of it

i paid ~90$ or so for the marmot taxes in, honestly its not even worth the hassle of dealing with them and having to drive back and forth to their office to argue … im dropping by next week and ill either ask for the pack back … or if they offer a credit, ill ask them to make a donation to the local charity for me instead … theres really nothing in the marmot line i want or need short of a sleeping bag, and im not spending $$$$ with them when theres companies with REAL "lifetime" warranties out there

its the price i pay for learning that "lifetime warranties" with some companies out there dont mean a thing

my osprey mutant that gets used

:)

[Charles Compton]

Whoops, you had the current one year return policy listed and I missed that.

My bad :-)

[Justin Baker]

"not even worth the hassle of dealing with them and having to drive back and forth to their office to argue"

Do you mean their headquarters?

[James holden]

in canada their warranty is outsourced to a marketing company in the greater vancouver area …

;)

[Justin Baker]

Ah, I see.
Their headquarters are located right here in Santa Rosa.

[Dale Wambaugh]

Now, the Osprey warranty is a good thing to compare to Marmot. I sent in an Exos 46 that had a slack trampoline back panel and they sent a brand new one, no questions asked.

[David W.]

+1 to Dale's experience with Osprey's warranty and the Exos. I recently sent in a pack for some minor wear to the trampoline and broken buckles and received a brand new pack within a week. Osprey exceeded my expectations.

[Mina Loomis]

>>Whoops, you had the current one year return policy listed and I missed that.

No problem.

A couple of more comments.

As stated in what I copied above, there is not a time limit on items returned for defects in materials or workmanship. So if a product has premature PU delimitation, that would seem to suffice, without regards to the time limit. In difficult cases, normally the manager on duty makes that call, in consultation with the customer.

Also, the new policy only applies from the date of the announcement of the policy, that is, June 2013. According to the training we received, purchases prior to that time fall under the policy in effect at the time of purchase.

Mina

[James holden]

so i went to their office and had a nice chat

i usually clean my packs when they are dirty, or a few times a season … usually a quick wipe and hang dry … and a full wash in the tub now and then

apparently with marmot packs youre supposed to always clean it every time … even if you put gym clothes in there … or else it will delaminate

weird that this doesnt happen with all my other packs which see much more use and dirt/sweat

regardless marmot stepped up and offered me an 80$ credit for the pack … so kudos to them for doing this after a nice chat

since i dont need ay marmot gear, ill be giving away the credit to a friend … the only question is which of the cutest chicks i know "deserves" it the most

thanks to all the BPLers to listening to my whinny "scamming" … i think im turning into an obama voting, entitled socialist, yuppie, hippie, granola munching, democrat on marmot gear stamps

;)

[David Ure]

"i think im turning into an obama voting, entitled socialist, yuppie, hippie, granola munching, democrat on marmot gear stamps"

You've now just offended the average Vancouverite.

[Jennifer Mitol]

"Obama-voting, entitled socialist, yuppie, hippie, granola-munching democrat on marmot gear stamps"

You just described my dream date….

[John Martin]

Sent in a Precip 6 days ago had notification that is was recieved two days later. I then got a processing notification today and two hours later a credit. I called in an it is being shipped out today. ……Wow

[Thomas Davenport]

I had an about 7 year old Marmot Glacier backpack — Marmot had purchased Dana Designs about this time and rebranded Dana Designs' Terraplane and Astraplane backpacks. In any event, out in the backcountry, one of the stays pierced the material at the base of the pack and it was not even repairable with ducttape. As I don't have any business on this forum (my pack was pushing 40#), it made for a miserable hike out of there.

In any event, Marmot is in my backyard so I brought the pack by to drop it off with the warranty folks. I got a call a week or so later that it could not be repaired but they'd give me 50% off any Marmot pack. Nothing Marmot makes has the capacity I need, so I whined about how this was a defect and they should stand behind their product. They offered to give me the name of an outfit that does repairs but it would be on my dime. I whined some more. They eventually offered me a $100 credit plus I could purchase anything Marmot made for 50% off. I bought a Marmot Isotherm Hoody for something like $20 (including shipping and no taxes).

Not a perfect solution — I'd have preferred they just repaired the pack — but they tried to make me happy.

So, I recommend getting on the phone with the warranty department, suffering through the interminable wait, and then being polite but firm.

Best of luck!

Edited to add that I just read all the way through and saw they tried to take care of you.

[Eric Blumensaadt]

I've seen three Marmot rain parkas delaminate in the neck/shoulder area. They averaged 3 years old.

Notta too good, notta too good, as Fr. Guido Sarducci would say.

[Jerry Adams]

did they have a lining? or were they "2.5 layer"?

I think 2.5 layer rain jackets delaminate after a while. Very lightweight though…

[Author]

Posts