Forum Index » GEAR » marmot "lifetime" warranty worthless for me


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Dan Durston
(dandydan) - M

Locale: Cascadia
Marmot on 09/11/2013 13:31:59 MDT Print View

I think it should be replaced. Marmot needs to fix their PU coatings.

Edited by dandydan on 09/11/2013 13:32:39 MDT.

And E
(LunchANDYnner) - M

Locale: Pacific Northwest
agree about pu coating on 09/11/2013 14:25:49 MDT Print View

I agree with the PU coating. They should spend time and resources fixing it rather than chalking it up to normal wear and tear.

A few years ago I went through two Marmot rain jackets with PU coatings (first a precip then a better $200 one, can't remember the name) in less than 6 months, wearing it only occasionally during morning bus commute if it was raining (so maybe 3 times a week, no heavy pack or sustained walking) and both jackets began delaminating all over the place and essentially ballooning between the fabric and the laminate (like a bubble in pizza dough when baking).

Luckily, this was when REI still had their unlimited customer satisfaction guarantee so it was easy to get a different jacket.

Edited by LunchANDYnner on 09/11/2013 14:26:46 MDT.

Desert Dweller
(Drusilla)

Locale: Wild Wild West
PU coatings on 09/11/2013 14:48:05 MDT Print View

One would think with all the complaints of the PU de lamination that the company would get a good engineer on it and improve the process. Obviously the coating degrades and separates after a short time. Not paying attention to details and ignoring customer feedback has been the death of formerly loved and liked brands. Makes me wonder where else the Marmont brand owners (as stated above) have skimped on details like longevity of their products for which we pay good hard earned money for. :-P I for one appreciate reviews and reports on products because durability and value for our dollars is important, especially in hard economic times for those of us who must scrimp and save for our equiptment.

Mina Loomis
(elmvine) - MLife

Locale: Central Texas
REI current return policy on 09/11/2013 15:36:22 MDT Print View

>>Luckily, this was when REI still had their unlimited customer satisfaction guarantee so it was easy to get a different jacket.

Current new REI return policy would still cover your manufacturing defect situation.

"100% Satisfaction Guaranteed
"We stand behind everything we sell. If you are not satisfied with your REI purchase, you can return it for a replacement or refund. Items must be returned within a year of purchase, except items purchased from REI-OUTLET which must be returned within 30 days of purchase.

"REI’s guarantee doesn’t cover ordinary wear and tear or damage caused by improper use or accidents.

"If your item has a manufacturing defect in its materials or workmanship, you can return it at any time. See our limited warranty."

and

"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."

Mina
Part time sales associate (ie I am just a part time salesclerk and not speaking on behalf of REI; I just copied and pasted the language from REI.com.)
REI Austin Downtown

Samuel C. Farrington
(scfhome) - M

Locale: Chocorua NH, USA
coating delam on 09/11/2013 23:50:43 MDT Print View

Being a MYOG nut, there are rolls of material that sit around the damp basement for eons.

Have often wondered why some PU coatings delaminate after a few years, and others not.
Two delams that come to mind are a never used TNF bivy with a built-in pad, and a Eureka tent that was heavily used for over five years at least.
On the other hand, I have some old TNF 1.6 oz PU coated nylon that was used on their lightest pup tent decades ago, and there is still no delamination (TNF actually used to sell fabric).

There is also the situation where the PU gets gooey - no idea what's going on there either.

Best guess is that it's the quality of the coating and its application, which could vary with the same brand, depending on what supplier is doing the job. But poor storage if a factor pointed out in OP Benjamin's recent thread: http://www.backpackinglight.com/cgi-bin/backpackinglight/forums/thread_display.html?forum_thread_id=81746

+1 on the use of the term, "defective." If coating won't stay on in ordinary use, with dry storage at reasonable temps, it is probably that, making a good case for a warranty issue. But as was pointed out, we don't know how the pack was treated. Only the OP knows that. "Let your conscience by your guide," OP. -Jiminy Cricket.

Edited by scfhome on 09/11/2013 23:57:00 MDT.

Zard Oz
(tyemax2) - M

Locale: SF Bay Area
@mina on 09/12/2013 10:46:58 MDT Print View

The REI return policy is only good for a year. The change occurred June of 2013. Older gear is grandfathered into the old return policy.

In regards to the pack. Doesn't look like heavy use to me. I have an Osprey Aether 45 that has the same problem after 10 years of hard use. So, the pack shouldn't have that issue so soon. Note: I'm not returning my Aether. Think I got my money's worth there.

A lot of outdoor gear seems to be marketed to the casual user these days. That translates into lower price points and lower quality for higher profit margins. There is also pressure to lower weight which makes gear less durable as well.

eric chan
(bearbreeder) - F
whine whine whine ;) on 09/12/2013 11:13:55 MDT Print View

well folks ... heres bit more serial whining

heres an osprey mutant is that is a bit less old, but i use MUCH more ... theres holes from picks, marmots and hauling

although osprey has the "all mighty" guarantee ... i never sent it in, i just taped on seam gripped the holes and kept on using them

why? ... i actually used this pack a decent amount ... its hasnt been sitting in the closet

IMO a pack that generally sits in the closet and gets maybe 2 weeks of trail use a year shouldnt delaminate under 4 years ... and if it did then a company that advertises a "lifetime" warranty at the time should take care of it

i paid ~90$ or so for the marmot taxes in, honestly its not even worth the hassle of dealing with them and having to drive back and forth to their office to argue ... im dropping by next week and ill either ask for the pack back ... or if they offer a credit, ill ask them to make a donation to the local charity for me instead ... theres really nothing in the marmot line i want or need short of a sleeping bag, and im not spending $$$$ with them when theres companies with REAL "lifetime" warranties out there

its the price i pay for learning that "lifetime warranties" with some companies out there dont mean a thing

my osprey mutant that gets used







:)

Edited by bearbreeder on 09/12/2013 11:14:29 MDT.

Zard Oz
(tyemax2) - M

Locale: SF Bay Area
Re @mina on 09/12/2013 11:15:25 MDT Print View

Whoops, you had the current one year return policy listed and I missed that.

My bad :-)

Justin Baker
(justin_baker) - F

Locale: Santa Rosa, CA
Re: whine whine whine ;) on 09/12/2013 12:11:55 MDT Print View

"not even worth the hassle of dealing with them and having to drive back and forth to their office to argue"

Do you mean their headquarters?

eric chan
(bearbreeder) - F
Re: Re: whine whine whine ;) on 09/12/2013 12:18:05 MDT Print View

in canada their warranty is outsourced to a marketing company in the greater vancouver area ...


;)

Justin Baker
(justin_baker) - F

Locale: Santa Rosa, CA
Re: Re: Re: whine whine whine ;) on 09/12/2013 12:34:27 MDT Print View

Ah, I see.
Their headquarters are located right here in Santa Rosa.

Dale Wambaugh
(dwambaugh) - MLife

Locale: Pacific Northwest
Re: Osprey warranty on 09/12/2013 12:59:51 MDT Print View

Now, the Osprey warranty is a good thing to compare to Marmot. I sent in an Exos 46 that had a slack trampoline back panel and they sent a brand new one, no questions asked.

David W.
(Davidpcvsamoa) - MLife

Locale: East Bay, CA
Ospey Excellence on 09/12/2013 13:31:40 MDT Print View

+1 to Dale's experience with Osprey's warranty and the Exos. I recently sent in a pack for some minor wear to the trampoline and broken buckles and received a brand new pack within a week. Osprey exceeded my expectations.

Mina Loomis
(elmvine) - MLife

Locale: Central Texas
Re: Re @mina on 09/12/2013 16:19:56 MDT Print View

>>Whoops, you had the current one year return policy listed and I missed that.

No problem.

A couple of more comments.

As stated in what I copied above, there is not a time limit on items returned for defects in materials or workmanship. So if a product has premature PU delimitation, that would seem to suffice, without regards to the time limit. In difficult cases, normally the manager on duty makes that call, in consultation with the customer.

Also, the new policy only applies from the date of the announcement of the policy, that is, June 2013. According to the training we received, purchases prior to that time fall under the policy in effect at the time of purchase.

Mina

eric chan
(bearbreeder) - F
mmmmm ... granola on 09/17/2013 13:43:36 MDT Print View

so i went to their office and had a nice chat

i usually clean my packs when they are dirty, or a few times a season ... usually a quick wipe and hang dry ... and a full wash in the tub now and then

apparently with marmot packs youre supposed to always clean it every time ... even if you put gym clothes in there ... or else it will delaminate

weird that this doesnt happen with all my other packs which see much more use and dirt/sweat

regardless marmot stepped up and offered me an 80$ credit for the pack ... so kudos to them for doing this after a nice chat

since i dont need ay marmot gear, ill be giving away the credit to a friend ... the only question is which of the cutest chicks i know "deserves" it the most

thanks to all the BPLers to listening to my whinny "scamming" ... i think im turning into an obama voting, entitled socialist, yuppie, hippie, granola munching, democrat on marmot gear stamps

;)

Dave U
(FamilyGuy) - F

Locale: Rockies
Re: mmmmm ... granola on 09/17/2013 13:54:11 MDT Print View

"i think im turning into an obama voting, entitled socialist, yuppie, hippie, granola munching, democrat on marmot gear stamps"

You've now just offended the average Vancouverite.

Jennifer Mitol
(Jenmitol) - M

Locale: In my dreams....
Re: Re: mmmmm ... gear stamps on 09/17/2013 14:07:46 MDT Print View

"Obama-voting, entitled socialist, yuppie, hippie, granola-munching democrat on marmot gear stamps"

You just described my dream date....