KLIM warranty, what a joke.......

[black swan]

Beware!!

I have been a long supporter of their products, but.......here comes the rant.


If you have a brand new product that falls apart immediately, then maybe they'll replace it. Most likely they will repair it, but you cover shipping.

If your product encounters tears, rips, scratches, pine needles, running-boards, children w/ scissors, rogue trees, angry hummingbirds, small metorites, lawn darts, flying toothpicks, bullets, scrapnel, or flesh penatrating wound you should expect a run-around.

With their response being " your garment has exceeded the life of the fabric"

ex. I sent in a pair of Tog bibs with broken zippers, but was denied a warranty claim becuase the product had a tear in the fabric that was unrelated to the zippers. Each time we spoke on the phone, they stated goretex has found your fabric to have exceeded it's lifetime. I replied, "what I sent these in for zipper repair?? Why are you sending them back and forth to Goretex??" Their response, OK we will send them back to Goretex for another evaluation...WTF. After weeks of run around, I get them back in the mail and nothings fixed. Just a waste of my time and theirs. I should have a expected as much coming from a product made in CHINA and sold in the US.

If you try to patch or sow it, you are GUARNTEED a denial of replacement or repair due to " improper repair=claim denied".

So conclusion, I will not be buying any of their products in the future. More times than note, I have made the mistake of buying a 2nd product to cover me during the season, while waiting on a RMA. 2 bibs, 3 pairs of gloves, 2 coats, 3 pairs of boots, BMX pants, etc.......Only to be denied repair or replacement.

I know the economy is tuff right now, but shiatting on your loyal customers will not secure customers in the future or the past.

Warranty?? I call BS.

 

[Transporter]

How can they warrenty a rip or tear?Mabye you got in a fight with a wolverine and things got tore up.

 

[Ausm7499]

I have a pair of motorcycle pants that are falling apart every where after about 10 rides and a pair of Freeride pants for sledin that are leaking like a sieve, I am also sending in my nac-pack cause i can't seem to get one to hold together for and entire year. I am going to send them in this week so we will see if they are going to screw me too. I have mixed feelings about Klim, and how they handle these items will make my mind up as to whether I buy any more products from them or not. I like their products but if you buy them and actually use them plan on having to send them back for warranty work. I have spend probably $2000 in klim gear and have sent just about all of it back for some kind of warranty work. The fact that I have to send all the gear I buy back and pay shipping each time because the stitching won't hold is very frusterating not to mention the inconvienance of not having your gear. I would like to say that I am just hard on sh*t and nothing holds up for me but I skied my whole life and never had issues.

 

[thefullmonte]

I'm not sure what kind of issue you are having, but you aren't saying anything that wouldn't be common sense. Please elaborate if you wish.
Life of the fabric is an indication of the years or amount of use the product has seen. When a product has seen so much use that it has served it's purpose and needs to be retired.....that is the life of the garment. At this point it is no longer feasible for the manufacture to warranty the product. It would be like buying one pair of jeans and expecting them to replace them whenever they wear out for the rest of your life so you only ever pay for one pair?????
Gore-Tex does require a proper procedure for repair. You can't just go around sewing patches on it as it will effect it's waterproof/breathable properties. Thus it is understandable that it would no longer be warrantied. It is possible that before a patch was added that it could have been handled, but an attempted repair may have caused more damage that was not the fault of the manufacture.
Hope that helps.

 

[AndrettiDog]

I've had really good luck with them. I had torn bibs (bottom because they were too long) and a ripped jacket pocket (breast pocket). They did charge me $25, but that was cheap for what was MY damage. I was very happy with that. They have been good about sending me stuff like free boot laces too.

Is your stuff really wore out? Maybe they need to put in some replacement material that supports the zipper but can't because your material is too old. Just looking at the other side.

 

[snowday]

GoreTex is an interior film put onto material same as all waterproofing films. putting a patch on a garment wouldn't effect waterproofing unless the patch is sewn on and with that the waterproofing would over be effected on the patch itself and the stitching lines that hold the patch in place

many times altering a garment is considered grounds for not accepting it as a warranty but not accepting it because somebody patched a tear so they could keep riding through the winter is just silly.

 

[offroadmatt]

What I don't understand is why there new stuff can't hold a stitch. I have a pair of pants and a jacket that I've never had a problem with, things are three years old now. My friend has a brand new jacket that he has had to send in twice in one season, both because the stitching pulled out and neither time in a hard wear area.

 

[black swan]

I'm not sure what kind of issue you are having, but you aren't saying anything that wouldn't be common sense. Please elaborate if you wish.
Life of the fabric is an indication of the years or amount of use the product has seen. When a product has seen so much use that it has served it's purpose and needs to be retired.....that is the life of the garment. At this point it is no longer feasible for the manufacture to warranty the product. It would be like buying one pair of jeans and expecting them to replace them whenever they wear out for the rest of your life so you only ever pay for one pair?????
Gore-Tex does require a proper procedure for repair. You can't just go around sewing patches on it as it will effect it's waterproof/breathable properties. Thus it is understandable that it would no longer be warrantied. It is possible that before a patch was added that it could have been handled, but an attempted repair may have caused more damage that was not the fault of the manufacture.
Hope that helps.

Helps, not really. Are you on the their payroll?, that might explain your "lawyer speak". I hope i am not affecting your sales......

As i stated, I sent a lightly used pair of bibs=(2 seasons) that had both zippers on the legs fail. They would not replace or repair the zippers. These bibs as you may know, are the most expensive available and expected to be top-of-the-line. did i mention they cost aprox. $400...

Your comparison of a pair of jeans is just silly, jeans are made of cotton.
The tog bibs are made from XCR gortex the most expensive material goretex sells, ie the huge price for XCR products.

I am sure some of the ole timers can confirm that KLIM's products are not what they use to be. This years lineup seems less durable and cheaper in materials and construction. ie the valdez coat. It does not compare to the former Valdez from 4 years ago, i wouldnt expect to get 2 seasons out of the new version. Unlike the coat of 4 years ago that was near bullet-proof in consturction and materials.

Ask around many will agree..as for their MX pants, they are good for 3-5 rides then expect to replace on your dime.

 

[Spud]

we sent a few pairs of 8 year old Klim bibs back for warranty last fall because they were no-longer waterproof, kept getting wet in em. Rather than repair them they replaced both pair FREE OF CHARGE other than shipping.
We will keep buying Klim wear for that simple reason. Priceless!

 

[black swan]

most likely, goretex paid for the replacement, not klim due to waterproofing.

If KLIM was covering the bill, you would have got your old ones back with a note saying, " tuff luck". As far as, construction thats klims responsibility and that's where the buck stops.............another 4m member had his bibs replaced for lack of waterproofing last week, no charge and they were 5+ seasons old. Then again, it was his 1st claim. I bet they deny his next claim, tho.

 

[T&A1000]

I haven't had any problems with my Tog bibs. Going on 5 seasons now. I had a strap break on my backpack last winter and they repaired it and I had it back in under 10 days. So I'll keep buying klim gear as long as they keep taking care of me.

 

[SAWYER]

Is potato spelled that way or this way, potatoe?

 

[TIM]

klims warranty is not as liberal as it used to be. this has been happening for the last couple of years.

 

[xcrash911]

after calling for a warranty claim on my boots (eyelet by the ankle pulled out) and finding that they are only warrantied for a year I will probably be looking for other gear too. The bottoms of my boots are not even tore up from the running boards, the eylet is a obvious manufacture defect but not covered

 

[thefullmonte]

Helps, not really. Are you on the their payroll?, that might explain your "lawyer speak". I hope i am not affecting your sales......

As i stated, I sent a lightly used pair of bibs=(2 seasons) that had both zippers on the legs fail. They would not replace or repair the zippers. These bibs as you may know, are the most expensive available and expected to be top-of-the-line. did i mention they cost aprox. $400...

Your comparison of a pair of jeans is just silly, jeans are made of cotton.
The tog bibs are made from XCR gortex the most expensive material goretex sells, ie the huge price for XCR products.

No, I'm not on their payroll. Nor are you effecting my sales. Sorry, your explanation didn't appear on this computer when I replied the first time. Or, I just plain missed it?
Many times people just won't own up to their own mistakes and expect everything to be given to them. I'm not passing judgment on one side or the other. Only going off of past experiences of my own and of my customers. I'm not saying your item shouldn't be warrantied, but it has been my experience that Klim/Gore-Tex stand behind their product and warranty better than most companies we deal with. This is a product used for extreme sports. Much like MX pants, things can catch rip and tear. No brand is immune to this. I own MX pants that work great, yet another person can get them to fail in one ride.
We all have different product experiences as well we all treat our stuff differently. I have a jacket you wouldn't believe what it's been through. Yet, put that jacket in the wrong hands and it would be destroyed in a day.
I made the jean comparison, because some people believe (what they want) that the warranty is for the rest of their lives, not the life of the garment. Please forgive the lawyer talk, but I see warranties and returns every day for numerous companies. So far I haven't seen anything unusual about this. Gore-Tex may not have repaired the zippers (I'm making and educated guess here) due to the rip in the fabric. Thus, deeming the product ruined (life of garment). At which point why would they put new zippers on a ruined garment? I believe FXR, Scott, Fox or Thor would have done the same thing.
Sorry.

 

[aebsledder]

Sending back some gloves

I have a pair of Klim gloves that I am sending back because the stitching has pulled out after about 6 rides. Hopefully they will make it right. From reading this it looks like I have about a 50-50 chance.

 

[Yamadoo04]

Beware!!

I have been a long supporter of their products, but.......here comes the rant.


If you have a brand new product that falls apart immediately, then maybe they'll replace it. Most likely they will repair it, but you cover shipping.

If your product tears or rips, expect a run-around with their response being " your garment has exceeded the life of the fabric"

ex. I sent in a pair of Tog bibs with broken zippers, but was denied a warranty claim becuase the product had a tear in the fabric that was unrelated to the zippers. Each time we spoke on the phone, they stated goretex has found your fabric to have exceeded it's lifetime. I replied, "what I sent these in for zipper repair?? Why are you sending them back and forth to Goretex??" Their response, OK we will send them back to Goretex for another evaluation...WTF. After weeks of run around, I get them back in the mail and nothings fixed. Just a waste of my time and theirs. I should have a expected as much coming from a product made in CHINA and sold in the US.

If you try to patch or sow it, you are GUARNTEED a denial of replacement or repair due to " improper repair=claim denied".

So conclusion, I will not be buying any of their products in the future. More times than note, I have made the mistake of buying a 2nd product to cover me during the season, while waiting on a RMA. 2 bibs, 3 pairs of gloves, 2 coats, 3 pairs of boots, BMX pants, etc.......Only to be denied repair or replacement.

I know the economy is tuff right now, but shiatting on your loyal customers will not secure customers in the future or the past.

Warranty?? I call BS.

I just got to ask, how did you tear your pants? Did you catch a sharp edge on your trailer or sled? Did you drop a knife on the pants and cut them? Did you run over the pants in the trailer with your sled and they got torn? BTW I or someone in my group have done each of these to items that I have had and not once have I even consider that to be covered under warranty. Maybe you are lucky enough to ride every day and have worn out the knees from riding so much in one year that they do not last more than one season and start to tear, and if this is the case I have no simpathy for you because you get to ride everyday. I just do not believe that the material just rips apart without some outside force causing the tear. Maybe it was a tree branch that caught the pants and cause the rip.

BTW I had a pair of bibs that I sent in 3 years after i bought them because the zipper was broken. They fixed it and yes I paid shipping. Best $6 i ever spent. The next year the other zipper broke and I asked if there was any waterproofing stuff because the rear end was starting to leak. Sent them in to be repairs and less than 1 week later i get a box from them and think wow they fixed those quick. I opened it up and guess what i find? A BRAND NEW PAIR OF THE NEWEST BIBS IN THE BOX. All I was asking for was some waterproofing and the zipper to be fixed and I got brand new bibs. I think they have a customer for life in me. Oh yeah I do have the boots and the first year I had them my friend pushed one of those sleds to carry all your stuff into a cabin behind the snowmobile, you know the old school metal ones, into my foot and put a hole in my boot. Yeah i asked what they could do but understood that it cannot be a warranty claim because it was not a defect in the boot. It was an accedent and $%#$ happens. So now I have some shoe goo on it and deal with it. Still is works just fine. No leaks.

Maybe check the sizing of the pants. If they are too small, the stiching is coming apart because you are stretching it out too far. You are not as thin as you used to be. I know how that feels. I have been wearing size 34 pants for 2 years now because I can't admit that i should be a 36 instead of the 32 i used to be. I keep telling myself that I am going to work out and get back in shape so i can fit back into my pants, but lets face it I probably will never be that small again and just need to buck up and get new pants. Come to think of it my bibs are a 32. Maybe I should get off this dam comuter and go work out. Like that's going to happen.
Don't get offended by this last part. It's all in good fun.
Now go have a and watch some sledding videos.

 

[WFO or go home]

Did you speak to the actual vietnamese child that sewed them together or did you contact the U.S. namesake? LOL

Sounds like HMK's boot warranty. Never worry about dry feet again should be their motto.

Better send a letter to Obama for a bail out. Just address it to Santa and he will get it.

I think a lot of you are missing the point. He sent them in for the zipper, not the tear. It doesn't matter if they were torn by a rabid monkey with a rotten banana shoved up it's arse, that wasn't the issue. FOCUS PEOPLE!!!!!

If you take your truck to the dealer because of an engine noise, they don't deny the warranty claim because it has a dent in the fender.

 

[Ollie]

Sent a pair of extreme bibs in with a nasty tear down one leg where it got caught on my running board cleats as I went flying off the sled.
About a 9" rip.
They replaced the entire lower panel.
I paid 35 dollars including shipping.
the bibs were 4 years old.
Had a pair of their gloves fall apart, they sent me a new pair overnight, no charge.

I will be using Klim for quite some time.

 

[black swan]

Did you speak to the actual vietnamese child that sewed them together or did you contact the U.S. namesake? LOL

Sounds like HMK's boot warranty. Never worry about dry feet again should be their motto.

Better send a letter to Obama for a bail out. Just address it to Santa and he will get it.

I think a lot of you are missing the point. He sent them in for the zipper, not the tear. It doesn't matter if they were torn by a rabid monkey with a rotten banana shoved up it's arse, that wasn't the issue. FOCUS PEOPLE!!!!!

If you take your truck to the dealer because of an engine noise, they don't deny the warranty claim because it has a dent in the fender.

brilliant analogy, my feelings exactly.....