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For those considering the purchase of Klim clothing or other gear I thought I'd share my experiences.
First let me say I am a very loyal customer. Treat me right and I keep coming back. I have bought a lot of their clothing and have been generally pleased with it. The problems come because of their warranty/customer service. Though they make it seem really good, the two times I have dealt with them I have been very disappointed.
It's the latest experience that prompted this post and I'll share what happened.
My Togwotee bibs are in excellent condition with the exception of the inner legs at the bottom. I had a broken snap on the gaiters and sent them to Klim after discussing the situation at length with their customer service department (the broken snap and the worn inner leg bottoms. I expected them to fix the snap and contact me about the legs.
Instead I got the bibs back about two weeks later and they had replaced the snap. The inner lower legs looked just as ugly as when I sent them. (Actually worse as they opened up a seam a to access the back side and never stitched it up.)
I called and complained bitterly and despite all the "we want you to be a satisfied customer" talk, in the end that's all it was...talk.
Klim may or may not make good products but their warranty and customer service are lousy. To me it's customer service that separates good companies from bad. Klim's is not good and they have lost my business.
First let me say I am a very loyal customer. Treat me right and I keep coming back. I have bought a lot of their clothing and have been generally pleased with it. The problems come because of their warranty/customer service. Though they make it seem really good, the two times I have dealt with them I have been very disappointed.
It's the latest experience that prompted this post and I'll share what happened.
My Togwotee bibs are in excellent condition with the exception of the inner legs at the bottom. I had a broken snap on the gaiters and sent them to Klim after discussing the situation at length with their customer service department (the broken snap and the worn inner leg bottoms. I expected them to fix the snap and contact me about the legs.
Instead I got the bibs back about two weeks later and they had replaced the snap. The inner lower legs looked just as ugly as when I sent them. (Actually worse as they opened up a seam a to access the back side and never stitched it up.)
I called and complained bitterly and despite all the "we want you to be a satisfied customer" talk, in the end that's all it was...talk.
Klim may or may not make good products but their warranty and customer service are lousy. To me it's customer service that separates good companies from bad. Klim's is not good and they have lost my business.
