Kifaru Warranty Not What It Used To Be

[bozeman]

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.

For a second owner repair, this would be a deal I'd jump all over. Glad you got your pack back.

 

[EdP]

As long as Kifaru is up front about their warranty I don't see a problem. It may not be the best warranty but it is fair and anyone buying used should inform themselves to know what they are buying. I do think, as I said before, Kifaru should have fixed it for $0 if it was an original defect. Even so, fixing it for $15 was pretty darn reasonable IMO.

The North Face used to warranty their products for life. My wife and I both bought goose down jackets back in the mid 1980's. A few years ago the zipper on hers just disintegrated. We sent it back and it was returned with a new zipper at no charge. The North Face stopped doing that with their new products some time ago. Point being, businesses are in business to make money and things change.

 

[Marbles]

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?

Exo has been outstanding to deal with on issues for both me and my hunting partner.

 

[renagde]

Didn’t want or mean to turn this into a bash fest. Only expressing my experience dealing with them. All I know is facts and I know a couple years ago Frankie would have had this taken care of in no time. Heck, only a year or two ago I had some issues with shoulder straps. They were a few years old and I wasn’t the original owner. I reached out to them fully expecting to pay for the repair but I was sent a brand new set no questions asked. That’s the kind of customer experience that goes a long way to making a lifetime customer.

 

[BRTreedogs]

Last time I emailed about a repair on an item I bought new and had proof of
Customer service told me that's normal wear and not covered.
I think 2 or 3 times there response was thats normal wear not covered.
Seems like a pretty standard answer.

Aron got involved and said he would make it rite.
But you shouldn't have to pull a trump card like that.

 

[bojangles808]

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 despicable i would have lost it. if youre shipping something you need to make sure it gets to who you are shipping it to and if they don't get it then it's on you to replace it. sad that that is the hill Kifaru is dying on these days. somebodys gotta pay for Elkshapes packs i guess.

 

[WV Mountaineer]

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.

I used to feel this way. However, I no longer do.

As these threads have progressed since the move, I’ve read them and could relate to the decisions and struggles Kifaru has made and been through. However, I think it’s important for the new management to understand what built the kifaru name. A big part of that stigma was their approach to making it right. With every customer.

Unfortunately, things have apparently changed when ownership changed. No matter if the print on the warranty didn’t. It’s different. And, it’s time enough now to have established the new business model. And, it’s apparent in these threads that’s the compromise they’ve made. That’s fine. They own it. They can do what they want. So can I.

I own three Kifaru pack frames and numerous bags. And, it looks like when I wear things out, I’m kinda screwed since I bought my Kifaru gear from a company with a different business model. If that’s the case, if I ever buy another pack frame, it’ll be from someone else.

I’ve got a small fortune in Kifaru gear. So, I suspect I’ll never have to buy from another company. All the same, it still bothers me that what made them is gone. And, I’m stuck with stuff that’s losing value if I ever intended to sell them, because they’d rather force old faithfuls to buy new gear. Instead of stand by the gear they made for the ole faithfuls.

There’s nothing wrong with that as the manufacturer. However, as a consumer it’s a big middle finger if you own “older” gear. It’s really pretty ridiculous to realize you e paid thousands of dollars buying something to watch the value of it plummet because there’s no willingness to fire up a sewing machine and fix something.

The most insane thing to me is, I’m sure people would pay for it willingly. But, if Kifaru ain’t willin’ to do that then it becomes the hassle of finding a seamstress that’s willing to repair it.

The good news is there are lots of other options. Exo and the SG boys are great guys based on conversations I’ve had with them in the past.


I reckon after contemplating this, I’m simply wore out with what I consider a very shitty thing to do to loyal customers. So, I’ll try someone else when/if the need arises. I’m sure they’ll be fine or this would have never been adopted as the new expected.

 

[WV Mountaineer]

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?

Sounds like that’s what Kifaru expects you to do.

I have no comment on the lost pack other then I reckon a warranty claim caused you to ship it back to them. Somewhere in there in the opportunity to do the right thing if neglect didn’t cause the issue.

 

[WV Mountaineer]

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

Why was ownership speculation enough to draw that response. Who cares who owns the company. People care about a company that cherishes its customers. Not who owns the damn thing.

 

[BBob]

Who cares who owns the company.

Obviously someone cared because they were discussing it. I just pointed out who actually owned it.

 

[WV Mountaineer]

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

Yeah, I think it’s very important I clarify, my irritation isn’t fueled by OP’s post. It’s the other 2000 posts that’s been made about their new business practices. And the fact that my gear is worthless in comparison to the price I paid for it.

Resale is a big part of any purchase that cost as much as any good pack costs.

 

[WV Mountaineer]

Obviously someone cared because they were discussing it. I pointed out who actually owned it.

They were indeed. It was the speculation part that got my attention.

It comes off as if there’s something hidden in pointing out all that speculation. Is there a gem of unknown knowledge that’s going change the facts of these issues. Or, did it irritate you people thought ownership caused these changes?


I don’t really care to know the answers to those questions. Just puzzling why discussing who doesn’t or does own Kifaru is the issue you focus on. And not the direction that Kifaru choose to go.

 

[Mojave]

Standup offer, I appreciate it. It’s already on the way back to kifaru. It’s not going to cost much to fix it, $10-15 so it’s not a big deal. Just a change in the customer service that I’ve received in years past.

I don't have a problem with that.

That is still customer service.

That zipper cost at least that much as a part.

The labor is probably 1-2 hours depending on how the bag is made.

But people expect a bottomless customer service experience.

Zippers can break for a 1000 reasons. Could be a bad design, could be you overloaded the bag. zippers do not do well as a load bearing device.

I would not warranty it either. Was a parachute rigger in the military for 20 years. I have done thousands of these repairs.

People always discount things as just a zipper.

Are they paying shipping?

 

[WV Mountaineer]

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.

Yep. Kinda like “ I built it. It broke. Send it back. But, if it gets lost because you sent it back to me to fix, just buy another. You got $600 don’t you?”.

SMDH.

 

[WV Mountaineer]

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.

Yeah, it’d be a cold day in hell before one penny left my hands to theirs if that’s the way it went down.

 

[renagde]

I don't have a problem with that.

That is still customer service.

That zipper cost at least that much as a part.

The labor is probably 1-2 hours depending on how the bag is made.

But people expect a bottomless customer service experience.

Zippers can break for a 1000 reasons. Could be a bad design, could be you overloaded the bag. zippers do not do well as a load bearing device.

I would not warranty it either. Was a parachute rigger in the military for 20 years. I have done thousands of these repairs.

People always discount things as just a zipper.

Are they paying shipping?

The zipper wasn’t broke, just stitching came loose and the one side started separating from the bag. They charge $1 per minute for repairs, supplies not included. I covered shipping other ways.

In this case, it was a manufacturing defect as it was only loaded up at home, not from field use. And therein lies the most frustrating part. I’m happy to pay for repairs for dumb sh*t I do, but I hate paying for someone else’s mistake that should have been done right in the first place.

 

[Mojave]

That is rough.

$1 per minute is a BS quote.

 

[Billy Goat]

That is rough.

$1 per minute is a BS quote.

I think $60/hr for skilled or even semi skilled isn't bad, if it was actually a repair. That's not what it costs to have a $18/hr employee in a lot of situations.


For the op's side of the story, it seems more like manufacturing issue from the jump, not repair. That's a two fold problem if it's what happened. Missed in QC before going out, then not standing behind a product, tho a company can choose to not warranty second hand, just doesn't seem to be what they were built on.

 

[tdhanses]

For a second owner repair, this would be a deal I'd jump all over. Glad you got your pack back.

I don't have a problem with that.

That is still customer service.

That zipper cost at least that much as a part.

The labor is probably 1-2 hours depending on how the bag is made.

But people expect a bottomless customer service experience.

Zippers can break for a 1000 reasons. Could be a bad design, could be you overloaded the bag. zippers do not do well as a load bearing device.

I would not warranty it either. Was a parachute rigger in the military for 20 years. I have done thousands of these repairs.

People always discount things as just a zipper.

Are they paying shipping?

When you make 80% margins, just a guess and sell an item that’s supposed to be best in class I guess we just expect more, especially when the company has a history of doing that exact repair for free.

It was part of what drew me to Kifaru, yes we can all find someone else to fix our $1000’s in gear but why should we need to?

Makes me wonder if they are having a very high failure rate to not be able to absorb warranty claims with their current pricing.

 

[Reburn]

When you make 80% margins, just a guess and sell an item that’s supposed to be best in class I guess we just expect more, especially when you company has a history of doing that exact repair for free.

It’s was part of what drew me to Kigali, yes we can all find someone else to fix our $1000’s in gear but why should we need to?

Makes me wonder if they are having a very high failure rate to not be able to absorb warranty claims with their current pricing.

My best guess. And its just a feeling.
The cost of buying the company and moving and resetting up and up and running was probably larger then expected by 40% or more.
There has been alot of money going out. Controlling / cutting any other costs going out until profitability has been restored and loans paid down have probably become a hot topic.