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Osprey Pack and their Almighty Guarantee (its real)

Discussion in 'Equipment Questions' started by Damien Reynolds, Jan 17, 2015.

  1. Damien Reynolds

    Damien Reynolds Active Member

    Joined:
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    Location:
    Huntington Beach, California
    Camino(s) past & future:
    Frances (Leon a SDC) 2005
    Frances (Leon a Fin.) 2009
    Frances (SJPDP a Leon) 2011
    Frances (Leon a Muxia y Fin.) 2012
    San Salvador y Primitivo 2013
    Norte (Irun a SDC) 2014
    Frances (SJPdP to SDC) April 2015
    VdlP (Casar de Caceres to SDC) May 2016
    In preparation for my Camino later this year I decided to send my 2011 Osprey Stratos 36 pack back into Osprey so that they could repair it. After 4 Caminos (Frances, Salvador, Primitivo, Norte), some of the stiching had come loose, and a zipper was stuck. The pack had performed wonderfully, carrying on average a 8 or 9 kg load (including food and water) over those thousands of miles comfortably. Still I decided it was in need of a tuneup.

    Sadly today I received the following email from Osprey:

    "Hello Damien,

    We received your pack for repair but unfortunately are unable to make a functional repair on it. We would like to offer you a free replacement pack per our All Mighty Guarantee.

    The pack you sent in was a Stratos 36. We still make that same model, but the design features/colors have been updated. Please take a look at the link below check out the redesigned pack.

    http://www.ospreypacks.com/en/product/mens/stratos_36_1

    Please respond with your first and second color choice preferences. Once I receive your reply I will get the replacement pack on order for you. If you have any further questions, please do not hesitate to ask."

    I was kind of bummed the poor guy would be put to pasture, but stoked that a new one will be on its way in time to be broken in over the Pyrenees in April.

    The performance, warranty, and support offered by the Osprey company has made me one happy customer. It is not often I get to say that about anything these days.

    Damien
     
    Mike Savage, Nanc, MickMac and 35 others like this.
  2. nidarosa

    nidarosa Veteran Member Donating Member

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    Yes please!
    Experienced the same with my poor very loudly creaking Aura before my two week camino in September last year, they tried to fix (or at least find) the source of the piercing creaks but gave up and sent me a new one. I felt the same sadness that my good companion was gone, but am overjoyed with my new and silent pack!
     
  3. Phillypilgrim

    Phillypilgrim Active Member

    Joined:
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    Location:
    Philadelphia, PA USA
    Camino(s) past & future:
    C F Sept.(2013) Camino de Madrid & Finisterre/Muxia Sept. (2014)
    Finisterre/Muia June (2017).
    Good to know, thanks!
     
    HalfDomeOrBust likes this.
  4. cher99840

    cher99840 Veteran Member Donating Member

    Joined:
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    Location:
    Murray KY
    Camino(s) past & future:
    2013, 2017 Camino Frances SJPP-Santiago
    2015 St. Olav's Way Oslo-Trondheim
    2017 VdlP Seville-Merida
    Marmot also stands behind their product and replaced my rain pants after several years. The white inner coating had begun to peel and one of the Velcro fasteners was beginning to fail.
     
    HalfDomeOrBust and DougB like this.
  5. grayland

    grayland Moderator Staff Member Donating Member

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    Location:
    Seattle
    Camino(s) past & future:
    Yes
    That is a real testimonial. Glad I bought and used an Exos last year. Now I know I can send it back in 5 years and get it replaced or tuned up.

    Now....what about the Gregory I used on 5-6 Caminos. I am pretty sure that Gregory does not have that policy and would not be surprised if Osprey is not interested in the Gregory. :cool:
     
    HalfDomeOrBust and Madidi like this.
  6. Dennis M

    Dennis M Active Member

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    Location:
    Pennsylvania, USA
    Camino(s) past & future:
    May 2015 - Camino Ingles; Future Caminho Portuguése before 2019 , Camino de Fisterra 2020
    I was shopping around for a backpack late last year. I asked the outdoor shop rep about the backpack I'm eyeing to buy compared to Osprey. He mentioned both brands are good and of high quality but Osprey has an excellent warranty. It's $30 more expensive but the warranty offered by Osprey is worth the difference. Last November, i got bought my Osprey backpack. It's nice to hear such company stand by their product and warranty. Thanks for sharing your story.

    Buen Camino.
     
  7. La Barre

    La Barre Member

    Joined:
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    Location:
    Texas
    Camino(s) past & future:
    C. Frances, Roncesvalles to SdC 2010
    C. Frances, SJPDP to Sdc 2012
    C.Frances,SJPDP to Finisterre 2014
    C.Portuguese, Lisbon to SdC(hopscotch) Sept. 2015
    C. Frances SJPDP to Muxia 2017
    I also sent my Exos in after two Caminos, it was also not able to be repaired, received a new one plus they sent my Forum and APOC patches which I had inadvertntly left on my original pack. Great company!
     
  8. Hedley49

    Hedley49 New Member

    Joined:
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    Location:
    Perth, Western Australia
    Camino(s) past & future:
    SJPdP - Santiago Apr-May "2013" Completed.
    SJPdP - Santiago - Finisterre Apr-May "2014" Completed.
    Via De La Plata Apr-May 2015 planning at present.
    Osprey replaced my Exos after I finished my Bibbulmun track 1000km after only 47 days use because some mesh had worn. I will only use Osprey packs now. I have a 36 ltr Osprey that I use for my Camino journeys and this year will be No three :) very happy.
     
    HalfDomeOrBust and paul.ferris like this.
  9. Thirstywork

    Thirstywork Member

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    Location:
    Yorkshire. UK
    Camino(s) past & future:
    First camno May 2015
    Deuter (Europe) Go lite (USA) never an Osprey. I await the wraith form the experts!
     
  10. Pilgrim in training

    Pilgrim in training New Member

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    Location:
    Canberra - Australian Capital Territory
    Camino(s) past & future:
    (May 2015)
    I have just purchased an Osprey Sirrus 24 back for my Camino in May and already I am thrilled with it. After reading this thread I am even happier I chose Osprey. Thank you for sharing. Buen Camino
     
    HalfDomeOrBust, Angela H. and SYates like this.
  11. Julio Gone Camino

    Julio Gone Camino Member

    Joined:
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    Location:
    Northants, UK
    Camino(s) past & future:
    SJPdP - Logrono (2013) Logrono - Leon (2014) Leon to Santiago (2015)
    Interesting to know!

    I've always used Lowe Alpine packs - as a regular walker outside of Camino-ing, I've used various models for various purposes - and never really had any problems with them. In fact it occurs to me I have never felt the need to test their warranty - whatever that is! Which is good in one sense - no pack failures - but an unknown factor if I ever feel the need to test it. :D

    However, I'd definitely look at Osprey in future - good customer service and their belief in their product is a comforting thought.
     
    HalfDomeOrBust likes this.
  12. Osprey 24! I'm impressed. I used to walk with a 34, increased to 40, I think, to lug around a sleepingbag on Del Norte, which I didn't need. But 24! Please share your packing list.
     
    HalfDomeOrBust and t2andreo like this.
  13. Breavman

    Breavman New Member

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    It's true. I came back from the Francés in 2013 and the frame of my Osprey Kestrel had worn two holes in the bottom of the pack. Osprey replaced it, no questions asked, through my local dealer.
     
    HalfDomeOrBust likes this.
  14. Felice

    Felice Active Member

    Joined:
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    Location:
    Malvern, England
    Camino(s) past & future:
    SJPP to Santiago Sept 2014
    When we were getting ourselves kitted out last summer, my husband bought an Osprey. It was really nice and practical and I would dearly have liked to buy one too but they were just not comfy for me. So I stuck with my old Lowe Apline 32, which was a true friend on the camino, but sadly it suffered an accident recently and is now deceased. I never thought to send it back for a repair, stupidly, especially since the new version of the Lowe Alpine 32 has different padding and not comfortable. Maybe I will have to go and try an Osprey again!

    My hiking poles were a different matter. I bought Black Diamond z trekking poles, which were wonderful. Soon after getting back, the top section stuck totally. I took them back to Cotswold Outdoors and much to my surprise, I was given new ones.

    Moral: It pays to buy good kit like Osprey or buy from a quality retailer. You get what you pay for.
     
  15. Maya2

    Maya2 Guest

    Eagle Creek has a lifetime warranty. I travel a lot and bought an Escape Pouch from them about 20 years ago (they don't even make this model anymore). One of the zippers broke. I sent it to them. They replaced all the zippers without my asking. It's good as new. These things are tough, light and washable. Another great company that stands behind their products.
     
    HalfDomeOrBust likes this.
  16. teda

    teda New Member

    Joined:
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    Camino(s) past & future:
    Camino Frances
    Camino Portugues
    Via la Plata
    I'm going to buy a new backpack and I'm sure it'll be Osprey ... I think ( dream) about it since one year...
     
    HalfDomeOrBust likes this.
  17. Ivánmax

    Ivánmax New Member

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    Camino(s) past & future:
    2018
    Hi,

    My experience is totally different. My Osprey farpoint 55 started to fall appart 15 days after buying it. I got it sent to Osprey. They had the rucksack for 30 days and sent it back to me badly sewed. When I complained about the really bad repairement a guy called Harriet Marsh, who apparently was a "guarantee assistand" (whatever that is), told me the problems with the rucksack "did not appear to be the result of a defect".

    I paid 125 euros for a rucksack which started to break 15 days later and got it badly sewed from Osprey...if that is a lifetime guarantee I´m the Che Guevara.

    Luckily, the guys at babaik, the company I bought the rucksack from, gave me my money back.

    If I were you, I would stay away from Osprey rucksacks and their fake "allmighty guarantee".
     
  18. C.C.

    C.C. New Member

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    Camino(s) past & future:
    May 2017
    Osprey replaced by 36L, not questions asked, no receipt required. As they couldn't fix the chest strap - they sent a new one! I'm impressed with a company that stands by their warranty. And it's a great pack !!!
     
    HalfDomeOrBust likes this.
  19. HalfDomeOrBust

    HalfDomeOrBust Veteran Member Donating Member

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    Location:
    Port Orange, Florida and Syracuse, New York
    Camino(s) past & future:
    Francis
    (2014) SJPDP-SDC
    (2015) SJPDP-Burgos
    (2016)) Burgos-V-Franca -(2017) SDC
    (2017) Fin-Mux-SDC
    Likewise, I have had wonderful experience with Osprey. I cant believe that this is not a 100 percent for everyone. But, I guess 99 % will do. Anyhow, I have three different Osprey packs that I use for hiking, I hike alot and not just the 4 caminos I've done. AT, PCT, LT FLT and others. I must have flipped my packs with The warranty at least 7 times. ALWAYS satisfied customer here. Ed
    PS GO OSPREY!!!
     
    CaminoDebrita likes this.
  20. C clearly

    C clearly Veteran Member Donating Member

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    Location:
    BC, Canada
    Camino(s) past & future:
    Camino Frances: 2012, 2014, 2015, 2016. Seville-Astorga: Mar 2017.
    I had excellent service. My bag was replaced by Osprey on very short notice, even though the problem was my fault.
     
    HalfDomeOrBust likes this.
  21. CaminoDebrita

    CaminoDebrita Veteran Member Donating Member

    Joined:
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    Location:
    Canby, Oregon
    Camino(s) past & future:
    Frances SJPP to SdC Oct/Nov 2015
    Frances Burgos toSdC March/April 2016
    W. Highland Way August 2016
    Camino Somewhere September 2017
    I will definitely be going with an Osprey for my next pack. Currently, I carry a 32 L Deuter. It’s interesting how you figure out what’s wrong with the pack after you’ve had it awhile.

    — The little zippered compartments on the waist strap need to be near the front of the waist not near the back . Just aren’t reachable enough.

    —I use SmarTube to drink water as I hike, which is fine. Sometimes it is difficult to stuff the water bottle into that side compartment.

    — top zippered compartments are fine.

    —I would buy a 36 L next time. A little bit more room would not make me bring more, it would work better for my system and packing:

    -One waterproof sack for my clothing, one waterproof sack from my sleeping bag or quilt.
    Toiletries and medications go in a clear plastic container and sit right on top of both of those items, which are the same height. Sometimes toiletry bag rides kind of high.
     
  22. Charles Zammit

    Charles Zammit Active Member

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    Location:
    Victoria , Australia .
    Camino(s) past & future:
    Camino Frances , St Jean Pied de Port - Finisterra May/ June 2017
    Le Puy en Velay - Ales [2018]
    Osprey's Australian agents are in no way as accommodating as those in the USA appear to be .
    The experience of walkers I know is quite similar to that of Ivanmax , it seems that the retailer is given an allowance for repair by the manufacturer and it depends on the skill of the repairer as to the result . In the three instances of warranty claims that I know of none were ever offered a replacement and all were dis satisfied with the repairs .
    My own Osprey is fine and I have not had an issue with it apart from a very annoying squeak !
     
  23. C clearly

    C clearly Veteran Member Donating Member

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    Camino Frances: 2012, 2014, 2015, 2016. Seville-Astorga: Mar 2017.
    And Canada, too, where my experience was excellent.
     
  24. CaminoDebrita

    CaminoDebrita Veteran Member Donating Member

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    Frances SJPP to SdC Oct/Nov 2015
    Frances Burgos toSdC March/April 2016
    W. Highland Way August 2016
    Camino Somewhere September 2017
    And I know you have hiked through Yosemite!
     
    HalfDomeOrBust likes this.
  25. HalfDomeOrBust

    HalfDomeOrBust Veteran Member Donating Member

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    Camino(s) past & future:
    Francis
    (2014) SJPDP-SDC
    (2015) SJPDP-Burgos
    (2016)) Burgos-V-Franca -(2017) SDC
    (2017) Fin-Mux-SDC
    Oh yeah!!! And to the top of Half Dome!!!
     
    CaminoDebrita likes this.

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