Hello K Sedler. Interesting way you have chosen to address the issue you have with your pad. First you post a complaint and then you send blind links to me after the fact?
From: kurt.sedler [mailto:kurt@]
Sent: Tuesday, July 05, 2011 2:40 PM
Subject: RE: warranty issue
Correction on the thread address. http://www.backpackinglight.com/cgi-bin/backpackinglight/forums/thread_display.html?forum_thread_id=50052
From: kurt.sedler [mailto:kurt@]
Sent: Tuesday, July 05, 2011 12:12 PM
Subject: warranty issue
I have looked deep into the Pacific Outdoor warranty file and cannot find any return with your name. When did you return your mat and under what name – does it start with S and end in Y? If you do start with S and end in Y, then my records show that we did replace your mat with an equivalent and that after recieving it, you didn’t like the replacement, so we are now preparing to send you the alternate that you indicated you would now prefer. From our side of the communication it would suggest that we have responded to your issues and that a blast-o-gram on a forum is ill placed. I am all for freedom of expression and speech, but throwing rocks at the folks that are trying to help you doesn’t seem right. You are entitled to your opinion, and it won’t change our team from working hard and doing the right thing at every opportunity.
Regarding warranty service, we vigilantly honor our warranty with integrity and we would have never sent you a replacement mat substitution unless the item you returned was no longer being produced or would be out of stock for an extended period of time and we wanted to get you a mat quickly so you could get out on the trail. Additionally, we would only send the replacement product to you after first asking you if this was an acceptable solution, and adding to the offer that if you don’t like what you receive, let us know and we will work with you to find another solution that better suits your needs.
Here is our warranty statement if you’d like to refresh. It is straightforward and gets straight to the point: “All Pacific Outdoor Equipment products are warranted against defects in materials and workmanship for the lifetime of the product. Should at any time you find one of these rare defects, we will repair or replace the product at our option. We’d much rather keep our gear out of the landfill and in service. If a product should develop a problem as a result of normal wear and tear, misuse, alterations, or a random act of Murphy, we would be happy to provide an estimate and help you repair your gear at a reasonable cost. All you have to do is get it to us and we’ll take care of the rest. If an issue should arise with one of our products, please contact our warranty department for further assistance and shipping instructions.”
We are backpackers, bikepackers and general outdoor fanatics just like the people that use our gear, and we treat people the same way we expect to be treated ourselves and communicate with an open and honest dialogue. While we do our best to “listen” to the internet chatter, the filter is only so fine, and we unfortunately have not developed telepathy yet, and can’t read peoples’ minds. So if you have an issue with us please take a moment to communicate. We do listen.
You can reach our warranty staff directly at firstname.lastname@example.org or I am always more than happy to address the issue personally. Sincerely - Greg Garrigues email@example.com