It is nice to know that once you buy a product, the company in which the product was bought from will continue to stand behind their product, yes, even after they get it off of their shelves and into my hands. Within the last week I have sent 3 pieces of my gear back to the company in which they belong to, some for repair and some for upgrade.
The first is my Sierra Designs Cyclone Eco rain jacket. I actually bought this jacket used a little over a year ago (it is not the model on the site). About 2 months after I bought the jacket one of the pit zips completely pulled out of it. I did not do anything to warrant this, other than just unzipping the pit zip. (I was actually trying the jacket on with my new Patagonia R1 Flash Pullover to see how well it all layered while at home.) Anyway, upon inspection, I realized that the zipper was not caught very well when sewn into the jacket; just the very edge was sewn in. I contacted Sierra Designs then to find out about repair and they simply told me to return it (even though I did not purchase it new). I did and a few weeks later they got it back to me, however with a quick fix. I needed the jacket back sooner than they could get to it so they fixed it up so that it was usable for the time being and told me to send it back when I had more time. So, I sent the jacket back a little over a week ago now, allowing enough time for me to get it back for my Smokies thru-hike in October. (However, a buddy called me the other night and it looks like I will be back in the Smokies in a few weeks. Oh well, maybe it will still make it back in time. I’ll see.)
The second thing I returned is my Exped SynMat 7 Pump. I have recently noticed a hissing sound inside the mattress where the pump chamber and the baffle meet. I was worried that the inside weld may not be completely closed (welded) so I contacted Exped the other day and they quickly returned my email with an RA # for me to send it back. They said they would be happy to check it out and repair it if needed or simply replace it. They will be putting the pad in the dunk tank to test it. They have kept me up-to-date on the status and have been very helpful, and get this ~ FRIENDLY!
The last thing that I returned was not for a repair, but rather an upgrade, or maybe an addition is a better word… I have returned my 8 x 10 OES sil tarp to Brian at OES for some extra tie-outs as well as hanging loops to be added to the tarp. These can be added upon initial purchase, however, in my inexperience I did not realize that I would need them at that time. I am very grateful that Brian was very happy to accept the tarp back to add the tie outs and hang loops for a very low charge. Considering Brian is his own company, I am excited that he has informed me that he will be able to get it back to me within a few days of receipt of the tarp!
All this is to say that it is great that these companies stand behind their products, no matter what (ok, maybe there would be some exceptions… insert common sense here :)) Upon purchase, these items are a lot of money, but not only are they quality products that will last, but just in case they don’t for some reason, these companies have not shied away from them, but rather have owned up and said “We are here for you and we believe in our product.” This is all the reason to make purchases from companies such as these.
I just wanted to take the time out to sing praises about these companies. In my book, Sierra Designs, Exped and OES are all winners! Thanks guys!