Outdoor Research Customer Service – Unbelievable

I agree. OR has always been great to me. I had problems with three Exped air mats. They didn't hesitate to replace them. I took them up on the first two. I told them I just wanted credit for the third. They told me "no problem". I love a company that stands behind their product, even when the product might have a flaw.

I have never had any problems regarding construction of any OR brand products. The Zealot is my favorite shell of all time.

David,
You just made my day.

I have the same problem with mine.
There are several tiny tiny holes in a 6" area that make the mat go down in about 4 hours.

I didn’t know about there policy.
I have hole in all 4 or 5 of my pads after 1 NIGHT of use in EVERY one of them.

I guess that is the inflatable pad God cursing me for take a PAD in the first place.

I spoke with Boe in CS – he returned e-mails within hours.

It took about 2 weeks from mailing the pad back to getting the new one at my door. Not bad considering I am in Canada.

Glad I made your day!

I have a Thermarest Prolite 3 that developed a slow leak. I took it back to REI and it was returned to T-rest along with $25 standard fee for repair or replacement. I figured $25 was cheaper than buying a new pad. It came back with a half dozen patches and the slow leak which continues unabated. Now please don't draw any conclusions or take this as a dump on T-rest for charging me $69 for the pad and another $25 for the patches. This is merely a public service announcement to provide information to fellow members and guests.

Thanks for the input John.

I pumped the pad up tonight and will let it sit until morning. The new integrated pump feature is interesting and much faster than the previous stuff sack pump method. It only takes about a minute now.