New pack came with uneven aluminum stays?

The clincher is this: “The stitching on one of the stay sleeves is already busting open… haven’t even packed it yet.”

If it were me I would return it.

I would 100% return it. That’s a lot of money to get something that is defective  and definitely well within the manufacturers issue. Return it and buy another one through REI or somewhere with better customer service department.

I don’t know anything about making packs. But as a consumer I expect the stays to match. If they don’t, I do think you should be sent a new pair free of charge.

The stitching is a warranty case. Time for them to take it back and ship you a new one free of charge both ways.

For a returning customer as yourself, HMG should stand behind their product, particularly new out-of-the-box.  Return it.

Are the stays removeable?

Yes the stays are easily removable

I agree with everyone here.  I was hoping to use this pack over the next few weeks as it’s still winter here in southern Utah and my only other pack is a MLD burn not big enough for winter.
When I ordered the pack i didn’t realize HMG was so backed up that they removed their customer service phone number And for the first time have lead times too.  (I guess they are too busy making face mask now ha).   The wonky stays are easy enough to replace and then I saw the stitching popping out of the sleeve And was just frustrated about it.  It’ll probably be a timely process to exchange given they are currently made to order.
I will say the rest of the pack looks fantastic and I think they have upgraded the stitching at the shoulder straps where wear had been a problem in the past.  Normally this process would be no big deal with HMG as they are usually on it.

Thanks for the input

Thank you

[removed – MK]

Ok

[removed – MK]

Thank you for the kind help.

If you can remove the stays easily, as you say, and without any modification of the product, you might do so and see if they are identical.  Sense you have done that.

If they are identical, then it is a question of how they are mounted inside the pack.  What can you see that suggests they are mounted differently?  Or is it just a question of how the pack feels, but sense that is not the case.

With that info, and pics, you might get some valuable feedback on BPL.  If not, or if it is just the feel of the pack, then suggest you return it.  Hope you have not modified it in any way.

If after returning it, and they do not refund, and if your state has a procedure for interstate small claims, you could use that (or local small claims if you live in HMG’s state).  They may suspect that you have modified the pack with a poor result; or worse abused it somehow, such as by loading it up and letting it hit a boulder hard.  You may need a court or other impartial arbiter to get your money back.

Am disappointed with the comments dissing you.  They are infantile and not up to what we usually see on BPL.  If the stays are different, in shape or some other way, it is very unlikely they would fit a pack, and the damage to the sleeve would be the logical result.  We are living in a catastrophic period, and many people are on edge, big time.  Suggest treating it like a test to see how well you can deal with all that.   Maintaining composure in the face of adversity can be a great asset.

FYI, here’s an article about how to adjust backpack stays to optimize the fit.
https://sectionhiker.com/how-to-bend-backpack-frame-stays/

To my mind, the stay shapes aren’t the issue: the stitching is the problem.  Let’s approach this objectively, for funsies.

It seems like you gave the pack a thorough once-over when it arrived, and found one error in construction and one piece that needed fine-tuning for your body…but although you can easily resolve the stay-shape problem with a bit of bending and flexing, you can’t fix the stitching without specialty equipment.  You’re not wrong to feel like the stays should be symmetrical – feelings are feelings, and yours are just as valid as anyone else’s – but if you can fix that problem on your own, it’s logical to do so: the company sending you new stays that are already symmetrical creates the same solution as you shaping them yourself, albeit at more time and cost…so in an objective way, that’s actually a worse solution for all parties.  Bendable, customizable stays are just that: mutable objects…so although I get where you’re coming from with being OCD about them, it’s a problem that could literally have already been solved.  Personally, I would pull them, tweak them to fit (my back is asymmetrical, by the way) and then pop them back in…but I would absolutely not accept a defective stitch in a new product.  Objectively, that issue should not be present in the first place…so if the pack arrived with that kind of problematic defect, it can be sent back on that basis.

My suggestion is to simply complete their return process and be the customer that you would want to deal with if you were the pack manufacturer.  Politely note that there’s a stitching issue present in an unused product, attach photos or whatever is required, and ask for either a full refund or a new, matching, stitched-properly pack.  Pay the return shipping even if you feel like you shouldn’t have to, and ask if there’s anything that can be done to expedite the process before your winter hiking season draws to a close.  This is a different and difficult time for everyone; even if you get nothing for your efforts, being the understanding party will do you no harm.

I apologize to the OP for being sarcastic.

Thanks, Brad :)

I’d be disappointed if I purchased an expensive pack from a company known for quality products that had multiple problems right out of the box. I agree with Bonzo that the stitching is a larger concern than the stays not being bent quite the same.

Return to HMG and buy a new one via REI. When you charge that much for a pack there are no excuses.

HMG offered to take the pack back under warranty due to the stitching and send a replacement with symmetrical stays.
I’ve had nothing but great experiences with HMG.  The time crunch was my fault as I sold a pack in anticipation of receiving this pack.  I’ll make due for a few more weeks without.  Thanks for the help.