Kifaru Warranty Not What It Used To Be

[renagde]

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...

 

[The Wolf of Walmart]

The company went to shit when Mel left and the upper management changed.

 

[Billy Goat]

Maybe they need to pump out some more wallets for practice.

 

[tdhanses]

Doesn’t shock me from what we keep hearing this year, seems like this is their new way to do business, guess they feel there are enough customer’s it’s ok to lose some.

I won’t be shocked if they go overseas with manufacturing at some point other then for military contracts, guess time will tell.

 

[EdP]

As a minimum they should have had you send it to them so they could inspect it, assess cause, and determine if it was defective and their responsibility, or not.

 

[Jbehredt]

Tough to find good help up there.

 

[TandKHunting]

Send me a message with some pictures. I can get one of my sewing machine operators to fix it up for ya.

 

[renagde]

Send me a message with some pictures. I can get one of my sewing machine operators to fix it up for ya.

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.

 

[TandKHunting]

No worries man. Glad it's getting fixed up for ya!

 

[Split toe]

Send me a message with some pictures. I can get one of my sewing machine operators to fix it up for ya.

Stand up guys right there.

 

[jmez]

Want the warranty buy new from them.

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[Kifaru_Kinda_Guy]

Want the warranty buy new from them.

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Bingo

 

[Mike D Texas]

Send me a message with some pictures. I can get one of my sewing machine operators to fix it up for ya.

Awesome gesture right here.


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[Mike D Texas]

Want the warranty buy new from them.

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How about companies warranty their product and not the owner?

What a novel concept.


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[renagde]

Want the warranty buy new from them.

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Definitely will make me think twice about buying used. I have nothing against Kifaru, it's just different service than I've received in the past. Hoping that's not indicative of the direction the company is headed. Also hard to buy new products from them when they're always out of stock...

 

[Beendare]

It makes sense to me that Kifaru would warranty to the original buyer....but not when its resold.

At some point a company has to draw the line....this seems reasonable to me that the warranty stops after the initial buyer.

 

[pirogue]

It makes sense to me that Kifaru would warranty to the original buyer....but not when its resold.

At some point a company has to draw the line....this seems reasonable to me that the warranty stops after the initial buyer.

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

 

[Str8shooter]

Same story here. Bought a second hand but spanking new duplex frame. On my first carry with a 60lb sandbag, the load lifter tore from the top of the stay. (my original kifaru duplex frame could hold 100 +lbs by a single shoulder strap)...Despite offering to pay for its repair, I was told a) sorry kifaru cant fix this and b) heres a link for a new frame with no offer of discount. Total bummer and not at all the kind of thing I experienced with my first kifaru pack.

 

[TheViking]

How about companies warranty their product and not the owner?

What a novel concept.


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THIS!

Warranty the product, regardless of who owns it.

I know many outdoor companies that will.

 

[Fogalo]

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.