Kifaru Warranty Not What It Used To Be

[BBob]

Maybe it has a little to do with that big giant elephant in the room?

If you haven’t been paying attention a lot of the outdoor industry big and small has been on sale trying to survive the mess of the last handful of years.

 

[trophyhill]

I'm glad companies like Vortex and others warranty no matter if it's second hand or not. I gave my buddy an older spotting scope that the eye piece cup came off of. Vortex didn't have any parts for that old scope anymore so they sent him a new upgraded version no cost. Not sure if he paid shipping or not.

 

[307]

The major change that I see was the jump to a more retail based business mode. Kifaru is available at Scheels, and I'm assuming they sell a very large % of Kifaru's total volume. Scheels takes a %, kifaru's profitability changes and shifts. They're making less $ per pack, but selling more packs... Everything must shift.

They WERE a small, boutique, very high end cottage manufacturer at a very high price point that sold direct to consumer with high profit margins.

They ARE currently trying to maintain that reputation and price point but the business model/volume and profit margins are much different.

It would make for an interesting economics case study but many brands in the outdoor industry have gone this route.

I'm sure the value of the company goes up significantly through such changes, but at some point the consumer sees it for what it is instead of what it used to be.

 

[Gunnersdad49]

I'm glad companies like Vortex and others warranty no matter if it's second hand or not. I gave my buddy an older spotting scope that the eye piece cup came off of. Vortex didn't have any parts for that old scope anymore so they sent him a new upgraded version no cost. Not sure if he paid shipping or not.

I also believe it is disingenuous to compare soft goods like packs to hard goods like optics. Fabric doesn't last forever, metal, glass, and plastic darn near do if taken care of.

 

[brando20]

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...

Seems to me at the very least they could've offered to split the repair cost with you.

 

[trophyhill]

I also believe it is disingenuous to compare soft goods like packs to hard goods like optics. Fabric doesn't last forever, metal, glass, and plastic darn near do if taken care of.

Obviously that metal piece didn't last forever. But what I was/am super impressed with was no questions asked, here's a brand new spotter replacing a 15 year old spotter that saw its fair share of abuse when i had it. That's the kind of stuff that keeps guys coming back and gets a company new customers. Wasn't meant to compare fabric against steel fwiw. Just the CS.

Personally I've never had an issue with any of my thousands of dollars worth of Kifaru stuff so I haven't had to test the CS. However a friend has very recently, but I'll let him chime in on his recent bad experience with them if he so desires.......

 

[hunterjmj]

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

That's really cool.

 

[Trial153]

The major change that I see was the jump to a more retail based business mode. Kifaru is available at Scheels, and I'm assuming they sell a very large % of Kifaru's total volume. Scheels takes a %, kifaru's profitability changes and shifts. They're making less $ per pack, but selling more packs... Everything must shift.

They WERE a small, boutique, very high end cottage manufacturer at a very high price point that sold direct to consumer with high profit margins.

They ARE currently trying to maintain that reputation and price point but the business model/volume and profit margins are much different.

It would make for an interesting economics case study but many brands in the outdoor industry have gone this route.

I'm sure the value of the company goes up significantly through such changes, but at some point the consumer sees it for what it is instead of what it used to be.

Lots of good takeaways in this post.

 

[TheTone]

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?

This is some of the worst customer service and after care/concern I’ve ever heard about. They should be embarrassed as a company

 

[Bcleck90]

Next pack I purchase new will be Exo or Stone Glacier. Old Kifaru will always have a place in my empty heart. It’s been a weird 1-2 years for them.

 

[JSchauer79]

The major change that I see was the jump to a more retail based business mode. Kifaru is available at Scheels, and I'm assuming they sell a very large % of Kifaru's total volume. Scheels takes a %, kifaru's profitability changes and shifts. They're making less $ per pack, but selling more packs... Everything must shift.

They WERE a small, boutique, very high end cottage manufacturer at a very high price point that sold direct to consumer with high profit margins.

They ARE currently trying to maintain that reputation and price point but the business model/volume and profit margins are much different.

It would make for an interesting economics case study but many brands in the outdoor industry have gone this route.

I'm sure the value of the company goes up significantly through such changes, but at some point the consumer sees it for what it is instead of what it used to be.

This is pretty spot on, Kifaru has tasted $$ and are trying to balance the boutique reputation while also trying to make as much $$ as possible. I think it will be a hard challenge for them...... I have personally never had an issue with my Kifaru products but this thread definitely has me concerned about purchasing a new pack from them.

 

[-bowfreak-]

I sold all my Kifaru stuff after my email to customer service. I had stitching pulling loose on my Duplex frame. It was very minor and something I feel they could easily fix. I was even prepared to pay if needed to. Instead they said it was not fixable but they would offer me 15% off a new frame. It was a very nonchalant, carefree position in my opinion that left a bad taste in my mouth. Sadly, I liked my pack a lot but I’m not supporting a company that I don’t feel supports me.


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[*zap*]

I buy my stuff used so kifaru never gets my $...

but, almost nothing is as it used to be. Camelbak has a lifetime of the product warranty...tenth owner?-OK, we will take care of you.

Wm/thermarest has also done me right on their products ....

 

[mooretitan]

I just bought a new pack as a back up to my other one. Anyway ordered a frame and bag with unlimited return. Pack came when I was on a hunt for back a week later and tried the bag out with a few different gear in my room and just did not like it. Had to leave for another hunt so I put it away. Came back from that hunt and called to return the bag. Told them I wanted to order a different one that was more expensive and return the other bag. They looked at the date and said I missed the return window by 2 days. Tried to explain I was going to order a different pack and they would be making more money. Nope 2 days. Asked them about the unlimited return and said it was only 30days. Wasn’t happy and said well over 2 days you lost a customer and anyone that I hunt with. To many options. Probably spent well over a $1000 with my 1st pack and other stuff. Oh well. I will make the other pack and frame work.

 

[*zap*]

2 days....

 

[robcollins]

$15 for a repair sounds cheap to me. I paid $50 to get a stove jack sewn in a Big Agnes Gold Camp 5, and was glad to have someone local to do it...

Last thing I sent to Kifaru was a G1 Scout with a bad zipper, it came back good as new no charge. (~3 years ago) I have a mix of 1 owner, 2nd hand stuff, mostly OD (so you know how old that is maybe, 10-12 years) haven't worn any of it out yet.

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[JStol5]

I buy my stuff used so kifaru never gets my $...

but, almost nothing is as it used to be. Camelbak has a lifetime of the product warranty...tenth owner?-OK, we will take care of you.

Wm/thermarest has also done me right on their products ....

Thermarest has excellent customer service. Punctured a pad, tried to fix, couldn’t. Sent it in and they gave me a brand new, perfect condition updated pad with no questions asked. Will be a customer for life.

 

[jmillr1]

This conversation and reading all the comments is making me super happy I switched to Initial Ascent. Thank the rokslide forums for me having a place to sell all my Kifaru stuff this past year.

 

[BBell4]

Initial Ascent is very impressive! Joe called me directly to offer fitment advice and answer any questions I had about the product.

 

[jmillr1]

Initial Ascent is very impressive! Joe called me directly to offer fitment advice and answer any questions I had about the product.

Yep same story here. He sent me a text and offered to video call if I had any issues. 10/10