Gore-Tex Boot Customer Service Issues

[BTShooter]

Hello All!

Has anyone had a good experience with Gore-Tex customer service in the last couple of years? I'm trying to go through a warranty claim with them for a pair of Zamberlan boots and it's anything but pleasant.

I've never had a pair of Gore-Tex boots maintain waterproofing beyond 2 years (most failed in 1 year or less), so I always relied on quality leather and proper care to keep my feet dry. But these boots have some synthetic areas and were on sale, so I gave them a shot. They leaked right out of the box when walking in wet grass.

Zamberlan promptly told me that Gore-Tex handles waterproofing claims. But Gore-Tex customer service is asking multiple questions 2 and 3 times over, even though all questions were appropriately answered the 1st time. It feels like the Gore-Tex customer service wants to wear me down so I give up on the claim.

 

[Desert_Muley]

WOW! This speaks volumes of Zamberlan. I would return them to Zamberlan and let them deal with their supplier, Gortex. I was actually considering some of their boots but not anymore. Keep us posted. I hope Zamberlan steps up and doe the right thing. Best of luck.

 

[dtrkyman]

Copy and paste your original email and send it to the same person everyday!

Then contact Zamberlan, they are passing the buck!

I agree, the leather goretex boots stay waterproof far more effectively!

 

[wapitibob]

Yep, been there, have the emails. In the end, when I finally had been thru the process over several weeks, I used my borescope to search for any odd markings on the interior of the liner. I found one spot in the toe box with a cpl threads that had been frayed, and decided to call it quits vs paying shipping and have what I figured would be a claim denial.

 

[BTShooter]

I'm working with Gore-Tex on sending the boots back, but if I have to pay shipping, it probably isn't going to be worth it. Gore-Tex is already pointing out multiple reasons for waterproofing failure that are unrelated to the membrane. This whole experience reflects very poorly on both companies.

 

[Zdub02]

I had a claim with goretex in 2019 or 2020 and they were prompt and more than helpful with fixing the issue. Sorry this is a bad ordeal for you. It does sound like a bad pair of boots as I've also never had a leather goretex boot leak straight out of the box.

 

[Solowhunter]

I completed a Gore-Tex claim today, I've been holding off commenting here as to be able to provide the full experience with others navigating a claim. In short the claim took 30 days to complete and a lot of effort on my end. Also I need to mention that I've owned (3) pairs of Crispi boots (Nevada GTX, Summit GTX, Guide GTX/Insulated) and am satisfied with the comfort and durability, I've never had an issue with the Nevada or Summits not being waterproof.

I purchased a pair of Crispi Insulated Guide GTX in 2021 for late season (snow conditions) use only, out of the box my first Colorado trip was spent with soaked feet (way past the chance it could be caused by sweating). I blew it off until my last 3 day/2 night backpack trip in snow conditions for 2024, 3 days with drenched socks and I'd remove the Super Feet insole to observe them dripping wet. Let me mention that the boots in 3 years were worn for late season snow conditions only, I'd estimate 60-90 days in the field, well oiled/conditioned and always worn with full height gaiters.

1. I called Crispi Nov. 8th, 2024 and they pushed it onto Gore-Tex immediately, that was concerning but now that I've been paid I'm accepting Crispi's correspondence with the wet boot issue. If the claim was denied I'd never buy Crispi again.
2. From there I contacted Gore-Tex and a claim was opened immediately, I received an email confirmation within minutes.
3. I can say at that point it was on me to gather purchase receipts and multiple images of the boots to be emailed to Gore-Tex (if you don't have the purchase receipt and are not capable of taking multiple images to email back to Gore-Tex for review your "S.O.L"), I mention this because I know many that are not computer or digitally competent.
4. Gore-Tex accepted the images of the "like new" boots and requested that I ship them to a Gore-Tex footwear lab in Washington. Shipping cost was $17.25.
5. Tracking showed that the boots met their destination and I had to contact Gore-Tex for confirmation and a reminder of receipt. On Dec. 2nd, 2024 Gore-Tex contacted myself via email with an offer to reimburse the cost of the boot in full along with shipping which I accepted.
6. Dec. 9th, 2024 I have finally received the reimbursement to my Pay Pal account which took additional poking and prodding from my end via email.

• Did Gore-Tex stand behind the "Guaranteed to Keep You Dry" promise? Yes
• Am I satisfied? I am now......
• Was the warranty claim process user friendly? HELL NO!
• Any one out there in the Rokslide world attempting to accomplish a claim under the Gore-Tex "Guaranteed to Keep You Dry" promise I wish you luck, but I'm here to say it is possible.