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Bad experience with Jetboil
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K C
(KalebC) - F

Locale: South West
Bad experience with Jetboil on 10/08/2013 20:54:44 MDT Print View

I have had a very bad experience with Jetboil.
I recently took my Jetboil Sumo Titanium cooking system on a trip this summer to AK.

During the trip I noticed that one of fins on the fluxring had come unbonded, I have 15 years backpacking experience and I did not misuse it, boil it empty overheat it.

I emailed Jetboil and got an RA number, I did make the mistake of not reading through the entire email and just got the RA number and sent it in. I got an email back stating that they were not going to cover it under warranty due to mis-use/neglect. They said the cup was either burned dry or boiled empty.

They kept my Titanium Sumo cup and offered me a coupon to buy another one for $75.39

So I spent $7.00 to send in a $189.95 product back for repair/replacement and ended up with nothing.....

BPL community beware!

Max Dilthey
(mdilthey) - M

Locale: MaxTheCyclist.com
Nobody Screws Dilthey on 10/08/2013 20:57:16 MDT Print View

These posts always crush me. You guys need to learn how to argue over the phone!

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

Locale: Silicon Valley
Re: Bad experience with Jetboil on 10/08/2013 21:01:24 MDT Print View

"So I spent $7.00 to send in a $189.95 product back for repair/replacement and ended up with nothing....."

1. Nothing? They offered you a coupon. If nothing else, you got an education.
2. Always remember to read the fine print.

--B.G.--

Serge G.
(sgiachetti) - M

Locale: Boulder, CO
good customer service on 10/08/2013 21:11:10 MDT Print View

Jetboil went out of there way to help me with an issue I had with my stove. The replaced it for free, with the updated version. Then when my old pot didn't lock with the new stove, they quickly replaced my pot at no charge. Flawless customer service.

I think we should question our expectations about customer service before we get online and bash a company in an online forum. I've seen too many posts lately where I just fail to see the issue thats been brought up. Sorry, but thats how I see it. How is $75 of credit 'nothing'?

Ian B.
(IDBLOOM) - MLife

Locale: PNW
Re: good customer service on 10/08/2013 21:15:39 MDT Print View

Serge,

Was it an aluminum or titanium pot? There have been more than a few reports which have mirrored the OP's experience.

K C
(KalebC) - F

Locale: South West
RE: on 10/08/2013 21:17:06 MDT Print View

They did not credit me anything, they gave me ZERO for keeping my cup. They offered me to buy a replacement (an aluminum version cup) for $75 out of my pocket. No thanks, I agree with Bob, it was a $200 education lesson to read the fine print and never buy from Jetboil again.

Edited by KalebC on 10/08/2013 22:19:37 MDT.

Doug I.
(idester) - MLife

Locale: MidAtlantic
Re: Bad experience with Jetboil on 10/08/2013 21:19:34 MDT Print View

Not the first time: http://www.backpackinglight.com/cgi-bin/backpackinglight/forums/thread_display.html?forum_thread_id=65172

jerry adams
(retiredjerry) - MLife

Locale: Oregon and Washington
Re: RE: on 10/08/2013 21:33:01 MDT Print View

Call them again and say what you're saying here.

That you expect a replacement.

What do you think of their claim that you boiled it dry and that caused the problem? Would this cause the failure? Did you do it? Were the instructions clear you should avoid this?

Serge G.
(sgiachetti) - M

Locale: Boulder, CO
fair enough on 10/08/2013 21:58:02 MDT Print View

fair enough, if this seems to be a reoccurring problem. I though they were crediting you, not offering you a discount. I was just surprised, since they replaced my stove upon inspection, and gladly replaced the ti pot when it wouldn't screw on to the new stove. hmmm...I still like jetboil, but there's always the reactor.

David W.
(Davidpcvsamoa) - MLife

Locale: East Bay, CA
Satisfaction on 10/08/2013 22:34:51 MDT Print View

+1 to Jerry's comment.

Restate was you said here and ask them what they can do to fix the situation. If you expect a replacement, tell them. Be polite but persistent.

My nature is to generally avoid confrontation but sometimes its necessary for a satisfactory outcome.

Dale Wambaugh
(dwambaugh) - MLife

Locale: Pacific Northwest
Re: Bad experience with Jetboil on 10/08/2013 23:00:38 MDT Print View

Ask for a replacement of the item or the return of your property or you will file a complaint with your state Attorney General. I went through a similar process with Eagle Creek luggage.

If there are that many failed pots, there may be some product safety issues that should be raised. That should make them wet their legal pants :)

eric chan
(bearbreeder) - F
companies on 10/08/2013 23:20:03 MDT Print View

gear does fail ... sometime through use, other times theres just a bad batch, and other times theres a design flaw

the problem IMO is that some companies just take a default position of telling the customer its their fault, and then giving them a discount on a replacement ... which really doesnt cost them anything as their cost price is likely below that

how a company deals with these issues is a reflection of their confidence in the quality of their products ... even companies that dont have explicit no questions guarantees will generally take care of you (patagucci anyone?) if they are willing to back up all the marketing propaganda about their product being the "best"

or simply buy through MEC ... this is something they would cover no questions asked ...

;)

USA Duane Hall
(hikerduane) - F

Locale: Extreme northern Sierra Nevada
Go with MSR on 10/09/2013 09:00:42 MDT Print View

At least MSR will stand behind their stuff. Never any issues with parts or replacement.
Duane

Dave U
(FamilyGuy) - F

Locale: Rockies
Re: Go with MSR on 10/09/2013 09:28:58 MDT Print View

Nm

Edited by FamilyGuy on 11/09/2013 09:30:07 MST.

Alex Wallace
(FeetFirst) - F

Locale: Northern California
replacement? on 10/09/2013 11:04:26 MDT Print View

What are you going to replace the Jetboil with? Maybe you can give the soon to be released Primus Eta Lite PCS a try.

J R
(JRinGeorgia) - F
JetBoil on 10/09/2013 20:03:14 MDT Print View

Regardless of the reason for the product failure, at a minimum they owe you back your own property with you paying shipping. I'm not saying that is the fair or proper resolution, just that it's the absolute minimum they should offer, which in effect isn't offering anything.

USA Duane Hall
(hikerduane) - F

Locale: Extreme northern Sierra Nevada
Reactor = MSR on 10/09/2013 20:52:14 MDT Print View

Jetboil is by Jetboil. MSR was slow developing a viable stove, so was late to the game. Jetboil has numerous models, so that helps them also. MSR only has two models similar in technology like JB that I know of. I understand though that the MSR stove is more wind resistant. I have yet to get either, sticking to my vintage stoves for the atmosphere and cool factor. 90+ stoves.
Duane

Samuel C. Farrington
(scfhome) - M

Locale: Chocorua NH, USA
bad Xp on 10/09/2013 20:53:30 MDT Print View

Kaleb,
BPL community already bewares.
The regular advice here is to buy this kind of gear only from retailers who will accept a return if the product fails.
Those who criticized you are just blaming the victim. You have a right to be who you are, and that may not be a litigious sole like me.

On another note, it would be nice to see an article here about comparative boiling times and other pros and cons of these Jetboil type sets vs the much smaller and lighter canister stoves.

michael levi
(M.L) - F

Locale: W-Never Eat Soggy (W)affles
re on 10/09/2013 20:54:36 MDT Print View

This is why I will never own a jet boil. There are much more reliable options out there, esbit for me.

jerry adams
(retiredjerry) - MLife

Locale: Oregon and Washington
Re: bad Xp on 10/09/2013 20:58:02 MDT Print View

I don't care about boil time, I just care about efficiency - oz of fuel to boil a pint of water.

The newest Ti version of Jetboil weighs about the same as any other canister stove + pot + windscreen. And it should be a little more efficient.