Thread: Osprey - Awesome service !!!

:-)
Osprey's 'All Mighty Guarantee' says 'Osprey will repair for any reason, free of charge, any damage or defect in our product - whether it was purchased in 1974 or yesterday. If we are unable to repair your pack to our standards, we will happily replace it."
On Friday I experienced that they mean it as they gave me a new pack to replace my 8-10yr Talon daypack!!!!
It had had some stitching come apart that'd allowed the chest strap to fall off on one side. Not really a failure, more a worn out as it was very very well used (and abused) having done many adventure races, a GODZone adventure race, many many rogaines, day treks etc. Lot so of rubbing and scuffs, even a couple tears that they'd previously repaired for free. I took it into Bivouac Christchurch and had no receipts or proof of purchase. They called a few days later to say "Sorry, we won't repair it so we'll give you a new replacement"
So massive thumbs up to Osprey and Bivouac. Very loyal customer gained.


:-(
In contrast I then go next door to F&H to buy fishing license because right next door and they've got a promotion of free $50 Gerber knife with adult and family full season license. I ask for full season adult local area license. Salesman happily enters my details, takes payment, hands over a receipt and rules booklet then turns away. So I say:
Have you run out of knives?
No but you don't get one.
Why not? I just purchased an adult full season pass.
It wasn't full season, it was local.
It is adult and full season as your promotion words say (me pointing to the promotion picture and words on their counter)
That's not what it means.
(me still pointing to their picture) This says adult and family full season (then with me pointing to the Fish & Game fishing license fee table on their counter) and this shows there's four types of full season license with different prices.
Angry face, turns away, opens a drawer with hundreds of knives, takes one, turns back, puts it on counter then walks away.

So I win, F&H fishing loose. I know probably I shouldn't have got one as the intent of the promotion words probably was they were for all area $133 and family $173 licenses only and I paid $106 for local but would thay have treated senior the same ($113) and not given them the knife.

Top marks on Osprey's service.

I was at the old man's on the weekend and he showed me his free knife from the dreaded store, he's 76 so senior I'd imagine.

Pay peanuts get monkeys.

An excellent example of both ends of the spectrum for attitude and "valued customer" service.

Not to mention that Gerber will be a $10 Chinese one, you can buy from AliExpress with free shipping. Worth $50 haha yeah right.
Great news Osprey is a company worth dealing with

It'd already had a couple of tears from bush lawyer and pushing through scrub repaired free of charge a few years ago so to get a replacement for some stitching coming apart causing lost chest strap was awesome service. They could have just got Twin Needle to sew a new one back on and I would have been happy so get a replacement was absolutely fantastic.

good to hear you got the knife in the end....Ive now got two the same LOL. definately designed with poking holes in two legged things in mind...they arent a flick knife but pretty darn close to it...that said they sharpen up well and good for ikkiing (how the heck to you type that properly iki ing) gutting trout,the clip works good to keep in inside my gummies and its not a heavyweight so ok to chuck in back pack.
top service by osprey all right...good on them.

Was pleased I spoke up about the knife. I don't like conflict so often say nothing in such circumstances but in this case went there because of their promotion. It's sure isn't sharp but will be a useful extra in the fishing kayak.

The new Talon pack has some nice little design tweaks too. Drink tube held better, extra walking pole holder on shoulder strap (previously only had it on side), inner pocket changed from mesh to soft fabric, a carabiner loop. Can see a couple a minor cost cutting changes (drainage hole in outer pocket melted through fabric rather than eyelet & no towing loop, not that I used it much anyway) but hey sure can't loose with a guarantee like they offer!