Kifaru Warranty Not What It Used To Be

[Poe19]

I haven’t had a bad experience yet with them. While yours may be valid, I want to at least be one of the guys rooting for Kifaru and the folks that stayed and share positive experiences when I see a bad one.


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[renagde]

So PSA Kifaru warranty/repair shop is now a complete joke. My nomad 2 (purchased in person in the Colorado store about 8 years ago) had some minor stitching coming undone along the top of the pack where the stays slide into the black rubberized material. After Kifaru received the pack I got a response email that "the damage is past the point of being able to repair" but here's a 25% off coupon (and only for 3 of their newest models, had to plead to get the code to work on other gear...). Tell me if this picture is at all indicative of "damage beyond repair". Makes me wonder if they are just rejecting all repairs as a matter of course. Done with this company and it's a shame because I've loved their packs but it appears to be a different company now.

It’s a shame for sure. Corporate America at its finest. Says something for Exo wanting to stay small…

 

[greyghostnw]

Buy Exo… Be happy. Steve and co good people.

 

[repins05]

I appreciate people posting their experience with Kifaru's Warranty claims. There is always going to be someone unhappy with how a warranty claim is handled etc. (whether warranted or not). It seems like it would be impossible as a business to keep everyone happy. To many entitled personalities, assholes, and people trying to get something for nothing. I try not to jump to conclusions.

However when I start to see multiple negative posts about warranty claims, it does make me think twice about purchasing from that company. Unfortunately, Kifaru is starting to fall in this category for me based on what I am seeing. Yes, I could be the person who had a good experience but I have also been on the other side of it....and when you are on the other side of it you can really care less about everyone else having a "good experience".

 

[renagde]

As a forum sponsor, I would have expected them to chime in on this post. I know in years past, Aron, Frank or Kenneth would have said something by now. The fact that this thread is 7 pages long and it’s been crickets speaks volumes to me.

 

[zacattack]

Man this hurts to hear. Kifaru used to go out of their way to help customers. I’ve video chatted with them to get a frame fitting right, swapped stays (totally free of charge) etc.

 

[MTWop]

I bought an Exo, Kifaru, and Stone Glacier. All great packs, but I kept the Exo in part due to this thread

 

[isleofGough]

If one wants the best customer service, probably one should buy an Osprey backpack. Personally, I find them uncomfortable, but the company is likely to be around years from now and their replacement policy is the best.

For hunting backpacks, Exo's CS is the best I've experienced, but there is no guarantee that they will not be bought up in the future the way Stone Glacier, and Mystery Ranch have been. Exo's frame changes unfortunately make the K3 and K2 backpacks obsolete with their K4 frame, and who knows what will happen when they come out with a K5 frame.

I personally have found Kifaru's CS fairly mixed, but at least their old backpacks are still compatible with their Ark frame.

I think the best thing one can do is try several brands and decide which frame and bag works best for you for the next couple of years.

 

[Read1t48]

Kifaru has long touted their sewers as some of the best in the industry and that’s the reason whey their prices are high. The last post with the photo of fraying is assumed to be normal wear and tear after 8 years but a consumer should expect to have the repair made for a reasonable fee. A 25% coupon code as a solution, and a refusal to do the repair, is ridiculous. This kind of experience is one reason why an increasing number of Americans buy Chinese products. Their sewing quality is nearly as good in some cases, the product is cheaper out the door by a considerable margin, and when the product breaks or wears out, you dispose of it and buy a new one. Because of the origin and price, the consumer doesn’t have an expectation of customer service.

@Str8shooter … hope you got your original pack returned to you. Plenty of people and other companies have the equipment and provide the services to do this repair. Send it to them and put your future money with companies that meet or exceed your service expectations.