Kifaru Warranty Not What It Used To Be

[aclawrence]

It’s disappointing to hear of people having problems with their packs regardless of the warranty. I bought Kifaru as my first pack because of their bombproof reputation and because of their top notch warranty/customer service. This doesn’t sound like the same Kifaru I invested in. There’s a lot of great options these days. Something to think about.


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[Marbles]

How about companies warranty their product and not the owner?

What a novel concept.


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In my opinion, it is about destroying resale value so more people will buy new instead. It is piss poor behavior. Companies like Leatherman and Ka-Bar consider possession of the product as proof of warranty. Enough companies do it, that while I dislike it, I will still buy their products.

 

[bojangles808]

Exactly. Way it’s been for most things, over the years.

most outdoor companies don't care if you're the first or fourth owner and stand behind their products but fanboys gonna fanboy

Hate to say it but this sounds like a classic company flip. Buy a solid company with a great product and loyal customers. Pump out as much product as you can. Cut in customer service and quality to make the business more profitable. Sell the company for a big profit.

"if we keep aron in charge they'll never notice"

 

[ndlawrence]

most outdoor companies don't care if you're the first or fourth owner and stand behind their products but fanboys gonna fanboy

"if we keep aron in charge they'll never notice"

I thought Aron bought out the previous owner. Is that not correct?

 

[Fogalo]

I thought Aron bought out the previous owner. Is that not correct?

I thought he had partner(s?).

 

[tdhanses]

Exactly. Way it’s been for most things, over the years.

Good thing Swaro doesn’t operate like this, optic resale would tank in a heart beat. Most top of the line companies warranty the product.

Plus if that is the new warranty process, the prices should drop to reflect it as anything you now buy is cut in half on the resale market knowing it now has zero warranty.

Also wonder what this means for those of us running 10+yr old gear that are the original owners yet didn’t keep receipts.

 

[bojangles808]

I thought he had partner(s?).

Yea I think to get enough funding for the purchase he brought them on. Who knows if they are majority owners or minority with stake or what not though. Just seem like the direction their customer service is headed is the exact opposite of everything arons been about in building kifaru

 

[Fogalo]

Yea I think to get enough funding for the purchase he brought them on. Who knows if they are majority owners or minority with stake or what not though. Just seem like the direction their customer service is headed is the exact opposite of everything arons been about in building kifaru

It sure does seem like it. That’s always the problem with diluting ownership. More opinions and mouths to feed. Especially if someone got involved that was a “money” or “strategy” guy. They generally only care about an exit.

 

[BBob]

I thought Aron bought out the previous owner. Is that not correct?

I thought he had partner(s?).

Kifaru owners are: Aron Snyder and Chad Shumway
Shumway brought BJ Thompson with him from other businesses. Shumway stated BJ was his CFO in those businesses. BJ is listed as an employee of Kifaru. BJ is listed as working elsewhere as well so it may not be his only gig.

Prob good time for an intro. I have never posted here but have over the years spent time reading posts. Love Rokslide! My name is Chad Shumway. I was lucky enough to be able to buy Kifaru with Aron. I will do my best to address some of the concerns I am reading here. First, Snyder is a rockstar. I will not be taking anything from him or giving him marching orders. In fact it will be to the contrary Fundamentally, the direction of Kifaru will not change. Building the best equip possible in the USA will still be a standard that will NOT be infringed on. This is a promise I made to Patrick that I intend to keep. We are going to make our production and delivery system much better/quicker but we will not sacrifice quality in the process. BJ is my CFO in other businesses and is going to be a great asset for this growth and improvement. There will be new products and we will, in time, delve into other product lines and areas with the same stringent levels of quality you associate with Kifaru. It is important to add that I was a user way before I had any opportunity to be an owner. I love the gear and spend every hour I can in the hills hunting. That being said I do not pretend to be on Aron or Franks level. These guys truly are experts and will captain the ship the way they have been doing in years previous. I am very humbled to be apart of such a great company and I feel a great responsibility to live up to the legacy that is Kifaru.

So much speculation in this thread with no effort to look for facts.

 

[bojangles808]

So much speculation in this thread with no effort to look for facts.

huh franks long gone didn't seem like they were sticklers on repairs/warranties in the past. #margins

Where is the Kifaru warranty on packs?

I'm blind or lost, where does Kifaru have their warranty explained? I'm about to buy a daypack and wanted to know the warranty period and I can't seem to find any info on it. I found a support page on Google but clicking the warranty link doesn't take me to where I would expect it to.

rokslide.com

 

[piper907]

I have also been VERY disappointed with Kifaru warranty service recently.
I used to own (2) 357mag packs and the top pull handle started to come loose on one, I sent it back last year and it was fixed and sent back in great shape.

This year I had the same issue with my second pack... I shipped it to them for the repair but on the way back to me the package got lost. It was only insured for the minimum (100$) and I was never asked or given an option to pay to insure the full value of the package.

This sucks because I really like the pack... but I actually USE my gear and a warranty and repair service is no good if I can't send my gear in with expectations of getting it back.

Best they could offer me was a "discount" on a new pack. I am in the process of finding a new brand to support, and needless to say I will have a used 357 for sale in the near future.

Maybe I need to stop trying to buy packs with a "good warranty" and just find a good shop that I can pay to repair my stuff?

 

[Fogalo]

Kifaru owners are: Aron Snyder and Chad Shumway
Shumway brought BJ Thompson with him from other businesses. Shumway stated BJ was his CFO in those businesses. BJ is listed as an employee of Kifaru. BJ is listed as working elsewhere as well so it may not be his only gig.

So much speculation in this thread with no effort to look for facts.

I think that’s the point of this thread… people are sharing their experience that Kifaru has changed. I just emailed customer service at Kifaru to confirm. Kifaru does not warranty if you’re not the original owner.

So it sounds like the facts are, yes Kifaru has changed its warranty and with that its values.

 

[BBob]

I think that’s the point of this thread… people are sharing their experience that Kifaru has changed. I just emailed customer service at Kifaru to confirm. Kifaru does not warranty if you’re not the original owner.

So it sounds like the facts are, yes Kifaru has changed its warranty and with that its values.

My response was aimed at the speculation over the ownership not the warranty issues or changes to warranties.

 

[bozeman]

To the OP, so Kifaru has agreed to fix this for $10-15?

 

[renagde]

To the OP, so Kifaru has agreed to fix this for $10-15?

Yes, they actually got the pack back in 3-4 days which is impressive. With shipping there, repairs and shipping back came out to $35.

 

[pods8 (Rugged Stitching)]

I have also been VERY disappointed with Kifaru warranty service recently.
I used to own (2) 357mag packs and the top pull handle started to come loose on one, I sent it back last year and it was fixed and sent back in great shape.

This year I had the same issue with my second pack... I shipped it to them for the repair but on the way back to me the package got lost. It was only insured for the minimum (100$) and I was never asked or given an option to pay to insure the full value of the package.

They didn't insure your item when they chose the shipping option (vs you picking it or declining insurance) and think it is your fault/problem? WTF.

 

[piper907]

Pretty much.
I mean, if i was given the option to pay for full insurance and declined then it would totally be on me. Tracking number showed the package lost in Spokane, WA and Kifaru customer service told me that "we didn't lose your package, UPS did"

I just couldn't bring myself to buy a "discounted" pack from them when I shouldn't need a new pack at all.

 

[piper907]

They did have UPS send me the claim check for $117 bucks... but it cost me $45 bucks to send it to them for repair in the first place.

We went back and fourth for a week or more and I gave up... but I don't plan to give them any of my money again. Thats for sure.

 

[pods8 (Rugged Stitching)]

Pretty much.
I mean, if i was given the option to pay for full insurance and declined then it would totally be on me. Tracking number showed the package lost in Spokane, WA and Kifaru customer service told me that "we didn't lose your package, UPS did"

That is appalling.

What do they do on new orders, tell a customer they're shit outta luck on their new pack if UPS looses it? Why would this be any different?

If a business isn't going to ship out fully insured they're choosing the self insure imho and better back it up.

 

[Mitten32]

Anyone else deal with Kifaru's warranty service recently? I bought a Bedlam bag off a forum member. It was brand new, never been used when I bought it, I mounted it on my frame and went one two hikes unloaded. Just found out the zipper is separating from the seam. I didn't think it would be a big deal as it was brand new and just bought this spring. I emailed Kifaru right away and was told that because I am the second hand owner, there is no warranty to cover that. I completely get not wanting to have a lifetime warranty for any owner (although I know of lots of outdoor companies that offer that) but a brand new bag that is clearly a manufacturing defect? I've dealt with Stone Glacier and Exo and know both would have covered that without blinking. Hell, Osprey covers pretty much any damage to any owner at any point for any reason. Am I expecting too much? I have tons of Kifaru gear and paid a premium for it but not sure that the name deserves commanding a premium if this is the product they're putting out. Seems to me like times have changed...

stone glacier fixed second hand bags for me no questioned asked. I currently run a Kifaru but had zero issues with SG fixing secondhand bags when I ran their setup.