Northface Warrenty Props.

**mtbakerskier** · 10-22-2005, 11:45 PM

Last month I sent back 3 jackets that I have purchased over the last 10 years for various issues, I.E. Broken zippers, some delames seam tape etc. Thos guys down there fixed my first two jackets and got them back to me within 2 weeks. Then today, I got a hat and a check in the mail from them for $450.00 for the last jacket, turns out they where not going tobeable to repair / replace it in a reasonable amount of time, so they just issued me a check for more than I had paid for the jacket with out even asking them for more than a repair. I could see them issueing a credit for a new jacket, but sending a heck is just unreal. Too bad there isnt more warrenty departments like that.

**Schmear** · 10-23-2005, 12:02 AM

Good for you. I sent them some pants a few years ago (they leaked and one of the ankle cuffs came undone) and all I got in return was a bottle of DWR. (Oh, and the pants of course.)

**Blurred** · 10-23-2005, 12:10 AM

Wow. That's just insane.

Sent you money back???

Not sure if I've ever heard of a company doing that.

Props to the North Face.

**InspectorGadget** · 10-23-2005, 12:26 AM

I have an old Extreme jacket that hasn't seen that much use and it's falling apart. I've been thinking I should send it to North Face for some time now, just to see what they would do.

I think I'll put a note in the package that says "mtbakerskier referred me . . . . "

**mtbakerskier** · 10-23-2005, 01:20 AM

Originally Posted by InspectorGadget

I have an old Extreme jacket that hasn't seen that much use and it's falling apart. I've been thinking I should send it to North Face for some time now, just to see what they would do.

I think I'll put a note in the package that says "mtbakerskier referred me . . . . "

I dont think that that would help much, but if I was still in a position where I neededto by gear, I probally would buy another NF jacket after they sent me a check. However I now got an extra $450.00 to buy film with

**shera** · 10-23-2005, 07:04 AM

Wow. I've got two north face jackets and they both give me a little trouble starting up the zipper sometimes when it's really cold out. Worst possible timing. I'll send them in and see what happens. If they do me right, I'll be a customer for life.

Thanks for posting that info.

**Mex** · 10-23-2005, 10:26 AM

I've had similar results from Marmot. No cheque, but a full repair on a 10 year old jacket (replaced zipper), no questions asked. I had it back in 2 days.

**mntlion** · 10-23-2005, 10:40 AM

patagonia is good too. Same as Mex, no check, but repairs done at NC and stuff replaced with gift cards.

Nice to see that when you spend the $$$ not only does the stuff work the company stands behind it too.

**freshie247** · 10-23-2005, 10:48 AM

I bought into the NF system in '90 because that's what my store sold.

NF has always bitched & fought me tooth & nail about replacement or even repair.They have always been total a**holes to me for 15 years,with the exception of having a new pair of bibs fed ex'd to me because the other pair of warrentied new bibs that I had to fight them for over a couple of months turned up missing in the UPS system .The repairs they've done have always sucked & fell apart immediately.

It has always been my will against their will,& they have some very unpleasant employees to say the least.

Not to mention that their gear is flimsy & SUCKS DONKEY *SS.

Marmot has been 1000X better to me .

**midget** · 10-23-2005, 11:14 AM

Interesting on the mixed reviews....maybe things have changed recently with the people who run the warranty dept? Maybe the person that dealt with MBS's warranty was someone who recognized his name and thought he'd be nice about it?

**AltaPowderDaze** · 10-23-2005, 11:49 AM

Originally Posted by freshie247

I bought into the NF system in '90 because that's what my store sold.

NF has always bitched & fought me tooth & nail about replacement or even repair.They have always been total a**holes to me for 15 years,with the exception of having a new pair of bibs fed ex'd to me because the other pair of warrentied new bibs that I had to fight them for over a couple of months turned up missing in the UPS system .The repairs they've done have always sucked & fell apart immediately.

It has always been my will against their will,& they have some very unpleasant employees to say the least.

Not to mention that their gear is flimsy & SUCKS DONKEY *SS.

Marmot has been 1000X better to me .

if i recall, they have changed ownership a few times and have just changed again recently. before, they always seemed to screw the consumer on most warranty issues. this sounds like a change for the better.

btw, marmot is hella good with warranty issues.

**FollowMe** · 10-23-2005, 12:34 PM

Originally Posted by midget

Maybe the person that dealt with MBS's warranty was someone who recognized his name and thought he'd be nice about it?

Could be. Maybe that's the trick to warranting - - use an alias.

**truth** · 10-23-2005, 12:49 PM

I've had good experience with TNF as well. I think it comes down to how you approach them. I've always sent a letter asking them to coantact me with the costs of the repairs so I could decide if I felt it was worth it. They've always done them for free.

**cj001f** · 10-23-2005, 01:33 PM

My North Face warranty experience has sucked. Waterproofing on the floor of a tent has failed "Oh that's the natural life of the tent, it's not covered under our lifetime warranty, we'll replace it for $200". Similar shit with a pair of pants. Or the $170 replacement fly on a $250 tent.

Maybe they decided to change internally; they've had the same owner for 5 years now(VF Corp - Reef, Vans, Nautica..)

Patagonia warranty service has always rocked in my book.

**Spats** · 10-23-2005, 02:57 PM

Glad you had a good experience and they took care of you.

Moonstone and W. L. Gore have taken care of me in a big way, but TNF sucked. I bought some very expensive "Ice Climbing Mitts" from TNF in the mid 1990s because I like the trigger style and they were the only ones out at the time, even though I figured they were total overkill for skiing.

Well, after about thirty days of resort skiing, the thumbs were completely worn through to the liners, because it turns out the fabric they use is really weak. I sent them back for warranty...they repaired them but said "Abrasion damage normally isn't covered under warranty." Um, how else does a glove fail, spontaneous combustion? I'd think a glove designed for ICE CLIMBING should be able to survive the rigors of the Squaw funitel.

Since TNF repaired them with the same crappy fabric, they ripped out again after another season. True to their word, they refused to repair them under warranty.

I haven't bought any North Face gear since. They're still in my old gear box...maybe I should try to warranty them again (if I can find the receipt)...

**Buzzworthy** · 10-24-2005, 12:16 PM

I have issues with a few of my zippers on my jacket, but I am weary of sending it in. My buddy sent his jacket in, his favorite jacket, and never got it back, they said the replacement was XXX jacket they sent him that.

I love my jacket and would hate to have them pull something like that. I can deal with the zippers this winter and then see what they can do I suppose. Getting time to need a new jacket anyway, well soon enough.

**Red Baron** · 10-24-2005, 12:24 PM

Buzz: From their site:

Will my product by The North Face be repaired or replaced?

If your product by The North Face fails due to a manufacturing or workmanship defect, our first option will be to repair the item, free of charge.

If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it.

Many of our customers become very attached to their North Face products, and do not want us to exercise the option to replace. If your TNF product has special memories attached to it that make it irreplaceable to you, please let us know.

**Big E** · 10-24-2005, 12:25 PM

Ya think they'll warranty an old pink, purple, and baby blue jacket on the premise that they should never have allowed such a color scheme on a jacket? Cuz otherwise, it's in pretty good shape and, actually, quite comfy.

Hmm, maybe I should just start wearing the thing again. It would make a nice contrast to the Spats.

**mr_gyptian** · 10-24-2005, 12:27 PM

happened to me last winter. I specifically told them to repair my jacket and that I would pay them to do so. no communication whatsoever from them. three weeks later lo and behold a brand new jacket arrives. Apparently there aren't any sewing machines in TNF's north america offices.

but I guess it's a jacket that I can wear to work and not care about f'ing it up.

**Buzzworthy** · 10-24-2005, 01:55 PM

Originally Posted by Red Baron

Buzz: From their site:

Will my product by The North Face be repaired or replaced?

If your product by The North Face fails due to a manufacturing or workmanship defect, our first option will be to repair the item, free of charge.

If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it.

Many of our customers become very attached to their North Face products, and do not want us to exercise the option to replace. If your TNF product has special memories attached to it that make it irreplaceable to you, please let us know.

Muchas Gracias!!!

**Free Range Lobster** · 10-24-2005, 02:11 PM

Arc'Teryx is pretty pimp (or was) with their warranty.

Didn't even bother fixing my Sidewinder SV, just sent me a new one.

**homerjay** · 10-24-2005, 04:29 PM

Exceptional Warranty experiences I've had:

North Face
Patagucci
Smith
Life-link
Voile
Blackburn
OR

Mediocre:
Arcteryx
Rossignol

Horrible:
Shimano
Northwave

edit to add: A will-written letter accompanying your item can make or break it.

**fridge** · 10-24-2005, 04:45 PM

When I was in Grade 6 I broke the string on my yo-yo. I didn't know that you could buy replacement string, so I mailed it back with a nice letter asking them if they could fix it for me, or tell me where to get some string. Not too long after that they sent me a brand new yo-yo and a whole package of string.

Now that I think about it they probably thought that I was retarded.

**Buzzworthy** · 10-24-2005, 05:05 PM

Originally Posted by homerjay

Exceptional Warranty experiences I've had:

North Face
Patagucci
Smith
Life-link
Voile
Blackburn

Mediocre:
Arcteryx
Rossignol

Horrible:
Shimano
Northwave

edit to add: A will-written letter accompanying your item can make or break it.

Add Outdoor Research too, they fixed my old mittens, AND sent me the new product offering, free.