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Granite Gear Customer Service (???)

in 1 - COMPANIES (Customer Service)

Average Rating
4.00 / 5 (8 reviews)

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John Haley
( Quoddy )

New York/Vermont Border
Granite Gear Customer Service (???) on 03/06/2007 07:10:19 MST Report Post Print

Rating: 2 / 5

I think that if Granite Gear expects customers to spend $17 to $18 ($8.20 to ship them back and $9 get the return) on shipping charges to get the correct shoulder strap and hip belt sizes, saving themselves the problem of keeping more than one size in stock at stores, the least they could do was send them back in a timely manner.

After almost three weeks I asked when/if they were shipping them to me. The reply just astounded me, "We clearly state that we're not going to process your request for two to three weeks after receipt".

I asked myself, "what kind of customer service is that?" Any service based company would be out of business in a week with that attitude. Why not just send them back in a timely manner?

I give them a VERY generous 2.

Edited by Quoddy on 03/08/2007 06:53:14 MST.

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David King
( dking1005 )

Olympic Peninsula
Excellent Warranty Service on 03/07/2007 16:43:17 MST Report Post Print

Rating: 5 / 5

After returning from a weekend snow camping in the Olympics I found a small tear on my Latitude Vapor where the pack body attaches to the padding. I hadn't used the pack much but it was over a year old.

I returned the pack for repair with a note saying that if Granite Gear decided to replace it instead of repairing it I'd like an opportunity to upgrade to a Nimbus Latitude.

I received a prompt reply from their Dealer Services Manager saying the pack was eligible for replacement and that I could upgrade for the difference between the pack's retail prices. I ended up specifying a Nimbus Meridian with a short torso and *ahem* large belt, which arrived yesterday. Great pack. Great deal.

This is my third GG pack and with my oversquare dimensions I've always had to swap belts on packs I get from dealers.

I'm happy to put up with the expense so that I can have a pack that fits.

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Greg Vaillancourt
( GSV45 )

Not my experience on 03/07/2007 22:25:03 MST Report Post Print

Rating: 5 / 5

I paid only 9 dollars (per the last page of the owners manual) and got my replacement belt and harness in a week.

Brett .
( Brett1234 )

Bad service; comfortable packs on 03/08/2007 04:00:19 MST Report Post Print

Rating: 1 / 5

Great packs, ho-hum service.
I was told the wide shoulder straps as a replacement would be $65 plus shipping.
But, no biggie; I didn't expect them to replace stuff for free. I sold the pack and am getting a Nimbus Meridian for the comfort and lightness. I don't expect any contact or reply from GG directly.
David please post a mini review of how you like your Meridian Vapor?

Edited by Brett1234 on 03/08/2007 04:02:24 MST.

ben wood
( benwood )

flatlands of MO
great customer service on 03/01/2009 15:21:10 MST Report Post Print

Rating: 5 / 5

i read other had bad customer service. well i purchased a nimbus latitude and it came with a womens hipbelt that didn't fit. i was leaving for a trip in a week. what was i to do?
well i called granite gear and told my situation. they said if i was UPS it to them and just leave a note inside telling them when i needed it by they would make sure it got here. sure enough i got the belt on thursday, needed it for saturday.

Elliott Wolin
( ewolin )

Hampton Roads, Virginia
Full replacement no hassle on 09/03/2009 07:33:12 MDT Report Post Print

Rating: 5 / 5

After many uses a small triangular internal panel on my Vapor Trail pulled out of the seam. Sent it back and received a brand new Vapor Trail a few days later.

What more needs to be said?

Tony Woodward
( tonywoodward )
GG treated me well on 04/24/2010 14:28:52 MDT Report Post Print

Rating: 5 / 5

I have had my meridian vapor pack for two well-used years. last year, a small tear developed in the lid of the pack. I sent it in for repair and got a brand new lid 5-7 days later. Great service for an incredibly comfortable pack!

Ronald Groth
( rgfooter )

Granite Gear Outlet on 05/21/2010 07:55:53 MDT Report Post Print

Rating: 4 / 5

I you ever happen to be in Two Harbors,MN. Granite Gear has a small retail outlet which has stuff for really cheap! Gear was about 30-40 % of retail. Stop in at the Superior Hiking Trail office, they can give you directions.

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