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warpig 602
(warpig602) - F

Locale: Iowa/Arizona
New REI warranty, few questions about it...... on 08/22/2013 13:33:44 MDT Print View

Im sure everyone is aware of the new warranty. My question is this, are any of you upset at the fact that your decision to purchase an REI branded(or non branded for that matter) product was based on that lifetime warranty?

More so, I would have liked to have seen REI keep a lifetime warranty on their branded products, much like Cabelas. While their current warranty is still pretty nice, I cant help but feel a little jipped that a tent I bought from them(REI branded no less) with a lifetime warranty now has no warranty at all. I think they could have saved some face by at least keeping the the lifetime warranty on their own products and boosted the sale of those products vs other brands they carry at the same time.

Thoughts?

eric chan
(bearbreeder) - F - M
argument on 08/22/2013 13:38:28 MDT Print View

you can probably make the argument that any products bought before the switchover date should have the old lifetime warranty applied ... since that was what they promoted at the time of sale

as to the "warranty" ... i see little reason to buy from REI now unless you return it within a year ...

its more important than ever IMO to find manufacturers with unlimited no questions ask warranties like OR ... especially for items with a good chance of failure, like rain jackets

;)

Rich J
(PNWhiker) - F

Locale: Pacific NW
REI on 08/22/2013 13:57:33 MDT Print View

The new return policy went into effect on 6/4/13. Items purchased before that time fall under the old policy.

warpig 602
(warpig602) - F

Locale: Iowa/Arizona
Re: argument on 08/22/2013 14:00:28 MDT Print View

I agree regarding that the the new warranty should apply to new purchases.

Its funny you mention OR, Ive been on a buying spree lately from OR, Mountain Hardwear, Arcteryx and Osprey. Im still on the hunt for the best warranties in the business but those are the ones I have found thus far, now if I could find a great warranty, from a longstanding comapny.......thats still made in the USA!

All that being said, I guess its kosher to sell under a lifetime no questions asked motto and then just up and change it whenever. So who really knows if the jacket I spent a bunch of money on and hours of internet research selecting will truly be the last one I have to buy.

warpig 602
(warpig602) - F

Locale: Iowa/Arizona
Re: REI on 08/22/2013 14:01:35 MDT Print View

Is that written anywhere? I thought I had looked but didnt see that. If so, I guess I have to retract my current statements as that is a pretty stand up thing to do.

Sara Marchetti
(smarchet) - MLife
Re: Re: REI on 08/22/2013 14:25:57 MDT Print View

I read somewhere that on things like tents, they will continue to offer a lifetime warranty on things that are defective (like seams pulling apart). I don't know where I read this.

warpig 602
(warpig602) - F

Locale: Iowa/Arizona
Re: Re: Re: REI on 08/22/2013 14:30:38 MDT Print View

Thanks for the insight. It was my tents that I was primarily worried about. That being said, I havent had an issue with them yet, I just like piece of mind.

Loki Cuthbert
(lokbot)

Locale: Portland, OR
they will cover reasonable defects on 08/22/2013 14:35:01 MDT Print View

The policy change is for returns and refunds. They will replace products that are prematurely wearing out. Don't expect to get a new pair of shoes because you wore all of the tread off of them, but if there is a decent lifespan left in the shoes and seams start coming apart then they should replace them for you even if they are over a year old.

No gear is supposed to last forever. This is the wording from their website.

"Limited Warranty

If your item has a manufacturing defect in its materials or workmanship, you can return it at any time. Many of our items also have a separate warranty from the manufacturer, and you can also return any of those items that don’t meet the manufacturer's warranty.

This limited warranty gives you specific legal rights, and you may have other rights which vary from state to state."


-Loki

Edited by lokbot on 08/22/2013 14:36:59 MDT.

warpig 602
(warpig602) - F

Locale: Iowa/Arizona
Re: they will cover reasonable defects on 08/22/2013 14:45:34 MDT Print View

Thanks for the reply, it seems as though their "limited warranty" is actually their "unlimited warranty" hahaha.

Thats all good to know as I have never been the guy to return worn out goods, just stuff that has genuinely failed, none of which has been to REI.

Adam Rothermich
(aroth87) - F

Locale: Missouri Ozarks
Re: New REI warranty, few questions about it...... on 08/22/2013 15:13:00 MDT Print View

Just a note, I'm not having the best experience dealing with Cabela's "lifetime" warranty on their clothing. I've got their Goretex Paclite jacket and it uses five of the same cordlock throughout the jacket. The two on the waist broke and a third was cracked in the same place where the other two failed. Seems like a pretty clear case of a material defect. However when I took it to the Cabelas store here the CS rep told me their "lifetime" warranty was only good for one year. That sounded like a crock to me so I emailed the CS on their website and the lady I spoke with said it should be eligible for replacement/refund, I just had to ship it to them so they could evaluate it and tell me what my options were. They've had the jacket for over a week and a half and I haven't heard anything from them. Maybe that kind of wait time is normal, I don't deal much with warranty work. However I've also recently contacted Leki about a bent pole section. After a 5 minute phone conversation they had a new section shipped to me within two days. This might not be the most relevant post but its tangentially related and I felt like getting off my chest.

Adam

Dena Kelley
(EagleRiverDee) - M

Locale: Eagle River, Alaska
"New REI warranty, few questions about it......" on 08/22/2013 15:24:16 MDT Print View

I'm not upset about it. I used to get upset *for* REI when I saw some of the crap people had the chutzpah to return. Completely worn out gear that had clearly served the owner well and over the long-term. Gear that had been burned by campfires. Stuff like that. Further, on forums like this one I've heard people flat out admit they used the program to get new gear every year, or to replace gear as their children grew - the kids wore clothes until they outgrew them, and the parents returned it to REI and got the next size up. Or they used it as a free "rental" where they bought gear, used it for a trip, then returned it. These things was an abuse of the intent of the program. And ultimately I'm positive that is why REI shut it down, and I don't blame them a bit. If you're angry about the change in the program, be angry at those people who abused it. They were the problem.

warpig 602
(warpig602) - F

Locale: Iowa/Arizona
Re: Re: New REI warranty, few questions about it...... on 08/22/2013 15:43:20 MDT Print View

I hear ya, I was mainly using Cableas as an example but tis good know they were giving you grief int he store. I like to track this kind of stuff so I can choose the companies that truly stand behind theri products. I guess maybe I should have used LL Bean as an expample, I heard they are pretty good with their warranty.

warpig 602
(warpig602) - F

Locale: Iowa/Arizona
Re: "New REI warranty, few questions about it......" on 08/22/2013 15:45:58 MDT Print View

I am too, its a shame that a small percentage ruined it for the rest of us but I guess thats the norm these days. Im wondering if a better course of action would have been to limit the number of returns in a year or something like that, I dont know. I was primarily curious as to how they were planning on handling purchases made before the change, and if someone could actually find it in writing, which I guess was somewhat answered by their "limited warranty" policy.

Larry De La Briandais
(Hitech) - F

Locale: SF Bay Area
Re: "New REI warranty, few questions about it......" on 08/22/2013 15:47:04 MDT Print View

"These things was an abuse of the intent of the program."

I am always amazed at what people will try to get away with. :^(

Craig W.
(xnomanx) - F - M
Re: Re: "New REI warranty, few questions about it......" on 08/22/2013 17:31:26 MDT Print View

I thought the entire purpose of paying a $20 membership for the privilege to spend your money there was to get a lifetime return policy and a dividend.

Their prices aren't very good vs. online retailers and I can save my own money like a big boy, so I don't care about the dividend.

So without the lifetime return policy, what exactly am I getting for that $20 that any other retailer can't match or beat?

In the end it doesn't matter much to me.
Last year's dividend was $3.72...if that's an indication of how much I shop there.

Joshua Ellis
(jbaysurfer) - F

Locale: West Coast
one bad apple... on 08/22/2013 18:27:03 MDT Print View

Who among us thought it would last forever? The bad apples ruin it for everyone else. I've rarely returned things to REI, and it was ALWAYS a legitimate return, like a manufacturing flaw, shoddy workmanship, or just something that needed to be exchanged for a bigger size (before I wore it out beyond recognition).

But things have lifespans, and a true "lifetime" warranty was never more then a customer service nod IMHO, and the bad apples have screwed the rest of us over from having such a welcoming and friendly customer service experience. Thanks for nothing bad apples. Like always, you screwed the rest of us over with your selfishness.

peter vacco
(fluff@inreach.com) - M

Locale: no. california
Re: Re: Re: "New REI warranty, few questions about it......" on 08/22/2013 19:01:53 MDT Print View

" what exactly am I getting for that $20 " ?

a 10% kickback, every year, for a very long time.
excellent service from people who if not the world's most knowledgable in your particular exact specific area of interest, are at least trying.
clean bathrooms.
a wonderful return policy that lets you bring back anything that legitimately needs brought back.
you get to go watch Dave Metz show pictures and tell us how to walk across Alaska.
all for the price a two beers at the airport.

cheers,
v.


i think REI has a Folbot kayak on sale right now. if it was big enough for me, i'd buy it (and get 10% back too)

Bob Gross
(--B.G.--) - F

Locale: Silicon Valley
Re: Re: Re: Re: "New REI warranty, few questions about it......" on 08/22/2013 19:25:29 MDT Print View

" what exactly am I getting for that $20 " ?

Geez, way back in the Dark Ages when I joined REI, I think the membership fee was $2 or something.

I had to think pretty hard about whether I wanted to make that investment.

--B.G.--

Sharon J.
(squark) - F

Locale: SF Bay area
Re: Re: Re: Re: Re: "New REI warranty, few questions about it......" on 08/22/2013 19:51:08 MDT Print View

" what exactly am I getting for that $20 " ?

$20 or so off any class.

alex hansen
(holden425) - F
warranty on 08/22/2013 21:24:12 MDT Print View

Even before this change in return policy, it never said anywhere that REI had a lifetime warranty on anything. REI had a 100% SATISFACTION GUARANTEE. its a not so subtle difference, if you used an item until it fell apart, you obviously got your satisfaction out of it. All outdoor gear has a lifespan, and anyone who ever thought that rei is short for return every item should DIAF. I dont have a business degree but i can tell you that it is surely not a sustainable business practice for a company to accept a pair of cheap merrel moabs as a return/exchange four years in a row because they fell apart during the course of a guys construction job. No joke that just happened to me while i was working.