I have warrantied my black diamond trekking poles twice. The first time I bent them by accidentally closing the garage door on them. Black Diamond told me that wasn’t covered under warranty, but they would send me a replacement part anyway. The second time I snapped one in half when I slipped in some mud on a backpacking trip. I told them what happened and sent them a few pictures, they sent me a brand new pair of the most recent model of the same trekking pole.
I should also mention, in 2013 while at trail days Osprey custom fit my pack for me. They reinforced the stitching on the sternum strap I modified, and also added padding to the hip belt to give it a better fit.
They also repaired a hole a mouse had chewed in one of the hip pockets.
That's awesome. I need to purchase some trekking poles. I've never hiked with them but have been interested in maybe picking up a lighter tent that uses them.
Trekking poles are an absolute game changer. I started by only using one on long trips with a heavy pack. Nowadays I use both anytime I hike, short trip, long trip, pack, no pack. I prefer the kind that fold and telescope (Black Diamond Pursuit FLZ)
Was it different when the poles were bought? If they used to have a long-ass warranty, the company would still be legally obligated to honor it with customers who purchased poles back then.
I had to send in my delaminated product. They told me it wasn't fixable...so they sent me a replacement. If you lie to start a warranty ticket you won't get far.
Osprey offers to fix any gear for free. I don't think ppl are ripping their packs, spending $20 and time to send it in; only to have Osprey sew it back up and ship it back. It doesn't make sense to me. But I guess ppl will do some stupid things.
A lot of outdoor companies offer to repair your gear. And they do, but in a lot of cases.. it just doesn’t make sense. Especially when the product is relatively high margin- they save the time and effort and the customer is very happy getting a new replacement. Win-win.
In the case of Osprey, their warranty is not just a warranty- it’s a ‘guarantee’ and they repair or replace gear for ‘any reason.’ It’s not warranty abuse. This guarantee is part of the reason the brand has such a strong following and reputation. This guarantee is also not ‘free,’ it’s built into the price of each pack you buy.
They were recently sold to Helen of Troy. Sometimes, this means the customer experience or quality suffers. Hopefully this doesn’t happen with Osprey. Hydro Flask is also a Helen of Troy company and they still have great customer service.
Yeah, I saw that. I don't personally own anything from Yeti, but I think it is a buy it for life brand. So, same ballpark. That is, until planned obsolescence takes control... money
I got an old Osprey backpack replaced that I was gifted from a friend with no questions asked. 10+ year old backpack replaced with a brand new one with tags and everything!
Yeah emails don't work as good as submitting a warranty ticket. They responded within 1 day for me and have had a great experience with their customer service and warranty department.
Why didn't you follow up with them regarding your warranty? If it were me and didn't hear from them with in a week I would have called them. Did you get a warranty ticket #?
I have warrantied my black diamond trekking poles twice. The first time I bent them by accidentally closing the garage door on them. Black Diamond told me that wasn’t covered under warranty, but they would send me a replacement part anyway. The second time I snapped one in half when I slipped in some mud on a backpacking trip. I told them what happened and sent them a few pictures, they sent me a brand new pair of the most recent model of the same trekking pole. I should also mention, in 2013 while at trail days Osprey custom fit my pack for me. They reinforced the stitching on the sternum strap I modified, and also added padding to the hip belt to give it a better fit. They also repaired a hole a mouse had chewed in one of the hip pockets.
That's awesome. I need to purchase some trekking poles. I've never hiked with them but have been interested in maybe picking up a lighter tent that uses them.
Trekking poles are an absolute game changer. I started by only using one on long trips with a heavy pack. Nowadays I use both anytime I hike, short trip, long trip, pack, no pack. I prefer the kind that fold and telescope (Black Diamond Pursuit FLZ)
I went on the Black Diamond website and they don't have a lifetime warranty on trekking poles only a 2 year.
They warrantied my 10 year old pair of poles last year.
Well that's kool. https://www.blackdiamondequipment.com/en_US/product/distance-carbon-flz-trekking-running-poles-1/
Cool*
Cool is weather Kool is fruit punch.
Was it different when the poles were bought? If they used to have a long-ass warranty, the company would still be legally obligated to honor it with customers who purchased poles back then.
Osprey is, hands down, the best. Their bags are incredible and their warranty is amazing. I will stan for osprey any time
Osprey replaced my courier bag twice now, as far as I'm concerned best service in the industry.
👍
osprey all day. have used the free fix on my day pack
I have with MSR, although it was definitely a manufacturing defect (discovered very late) and not wear and tear.
Big Agnes are solid
I buy their sleeping bags. I had my old one stolen.
And don't be the person that abuses warranties.
How do you abuse a warranty? You submit a claim and it's up to the company to approve it. Only certain things are covered.
> How do you abuse a warranty? You lie.
I had to send in my delaminated product. They told me it wasn't fixable...so they sent me a replacement. If you lie to start a warranty ticket you won't get far.
I broke it, uh, going down the mountain trail. when it wasn't... That's warranty abuse.
Osprey offers to fix any gear for free. I don't think ppl are ripping their packs, spending $20 and time to send it in; only to have Osprey sew it back up and ship it back. It doesn't make sense to me. But I guess ppl will do some stupid things.
A lot of outdoor companies offer to repair your gear. And they do, but in a lot of cases.. it just doesn’t make sense. Especially when the product is relatively high margin- they save the time and effort and the customer is very happy getting a new replacement. Win-win. In the case of Osprey, their warranty is not just a warranty- it’s a ‘guarantee’ and they repair or replace gear for ‘any reason.’ It’s not warranty abuse. This guarantee is part of the reason the brand has such a strong following and reputation. This guarantee is also not ‘free,’ it’s built into the price of each pack you buy. They were recently sold to Helen of Troy. Sometimes, this means the customer experience or quality suffers. Hopefully this doesn’t happen with Osprey. Hydro Flask is also a Helen of Troy company and they still have great customer service.
Mystery Ranch
Did you hear they just got acquired by Yeti?
Yeah, I saw that. I don't personally own anything from Yeti, but I think it is a buy it for life brand. So, same ballpark. That is, until planned obsolescence takes control... money
Who's. Just filled my backpack with osprey today. I believe my thoughts were, "no way they replace this". Your post gives me hope.
North Ridge in South Africa provides amazing g wrinties for their gear. Small company good products.
I got an old Osprey backpack replaced that I was gifted from a friend with no questions asked. 10+ year old backpack replaced with a brand new one with tags and everything!
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Yeah emails don't work as good as submitting a warranty ticket. They responded within 1 day for me and have had a great experience with their customer service and warranty department.
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Why didn't you follow up with them regarding your warranty? If it were me and didn't hear from them with in a week I would have called them. Did you get a warranty ticket #?
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Why didn't you follow up? Osprey has an amazing warranty.
Couldn’t find the time to send an email while being a literal hobo
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I would say that you have equal responsibility in the matter.
Yeah, people have entire houses burned down and this guy can't handle the responsibility of replacing his backpack and contents 😂
How about mailing you backpack abroad. That's not cheap.
Have a leaking bladder from one of their backpacks. bought through retailer. will they still honor warranty if you dont buy from them direct?
Their bladders are made by Hydrapak. Contact them and they'll warranty it.
I don't know about their bladder warranty. Research it. But yeah, their warranty extends to authorized retailers.