Monday, July 19, 2010

On the Matter of Warranties - and GREAT outdoor brands!

While at the Vermont Mountain Bike Festival this weekend, we spent a good deal of time practicing our tent set-up skills at the Nemo Tent booth Nicole from the home office surprised us with something new we didn’t already know about their tents…they all come with a lifetime warranty!

It’s a testament to the quality of the brands we carry that many of them come with lifetime guarantees. You may have seen on our last post that on several occasions MSR (and Thermarest - both owned by Cascade Designs) have shocked us by covering product issues (like broken tent poles) by replacing items at no cost to the customer…even when the damage clearly wasn’t a defect, but was the result of customer action and normal wear.

In backpacks both Gregory and Osprey cover their packs with lifetime warranties, and even our Darn Tough wool socks come with a lifetime guarantee... Imagine that!

Boot and watch manufacturers tend to treat warranties differently. Since both products can be subjected to extensive daily use--and wear and tear—their warranties are more limited. All of our boot manufacturers limit their guarantees against defects in workmanship or materials to 1 year, yet we’ve seen extensions made in some cases. Believe us we’ve recently seen some cases where boots have been subjected to so much abuse in as little as two weeks that the line between a product failure and user issue has been pretty close. Never-the-less our three boot brands Lowa, Zamberlan, and Vasque have been Fantastic to work with, have quickly dealt with the issues, and have been generous in honoring warranty requests. St. Moritz watches come with a 2/4/6 year warranty. More than a great service record, though, we have heard from many many customers - and seen the reviews on the web - of the amazing quality of these boots and watches. Perhaps even more telling in this case is the number of warranty issues we have NOT been called about.

At CCOutdoorStore our goal is to make sure you get a quality product, but in rare case when something isn't perfect, we work hard to be your advocate and give you the service you deserve. Just give us a call at 1-802-244-4000 begin_of_the_skype_highlighting 1-802-244-4000 end_of_the_skype_highlighting begin_of_the_skype_highlighting 1-802-244-4000 end_of_the_skype_highlighting or email us at and we’ll get the process moving so as to minimize your down time.

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