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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 threeIn 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
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.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
And Canada, too, where my experience was excellent.Osprey's Australian agents are in no way as accommodating as those in the USA appear to be .
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!!!
Oh yeah!!! And to the top of Half Dome!!!And I know you have hiked through Yosemite!
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".
Wow, that's a nasty attitude from North Face indeed. I'd be more persistent if I was you..Another company that has , in my own personal opinion and experience , a useless '' Lifetime Guarantee'' is THE NORTH FACE .
My very expensive GoreTex jacket has failed after three Caminos , every seam tape has either loosened or fallen off and the sticky residue left behind makes it virtually unwearable .
Three Caminos might sound a lot but then in terms of use ; four occasions in Spain to Santiago and Finisterre[ you always remember the rainy days ] , once in France on the GR70 , and four or five days straight approaching and through the Cisa Pass then descending through torrential rain while walking the Francigena . It was here that I became saturated due to this failure .
Otherwise it has lain in my pack neatly folded in a breathable dry bag , never washed , never abused and now useless.
THE NORTH FACE'S attitude , '' can't find a record of your purchase , sorry , nothing we can do ''
Clearly a manufacturing defect , clearly a shirking of responsibility .
Another company that has , in my own personal opinion and experience , a useless '' Lifetime Guarantee'' is THE NORTH FACE .
My very expensive GoreTex jacket has failed after three Caminos , every seam tape has either loosened or fallen off and the sticky residue left behind makes it virtually unwearable .
Three Caminos might sound a lot but then in terms of use ; four occasions in Spain to Santiago and Finisterre[ you always remember the rainy days ] , once in France on the GR70 , and four or five days straight approaching and through the Cisa Pass then descending through torrential rain while walking the Francigena . It was here that I became saturated due to this failure .
Otherwise it has lain in my pack neatly folded in a breathable dry bag , never washed , never abused and now useless.
THE NORTH FACE'S attitude , '' can't find a record of your purchase , sorry , nothing we can do ''
Clearly a manufacturing defect , clearly a shirking of responsibility .
I bought an Osprey Talon 33 for my first Camino in 2012. In 2015 on my third, I threw it in a hot dryer for bedbug treatment, and it emerged from the tumbling with a severely scoliosis-shaped back panel. Before my 2016 walk, I contacted Osprey asking if they could replace the deformed plastic panel, but they said they would send me a new pack instead. (The fellow then asked "By the way, how did this happen?" I explained with the truth and he said "Well, don't do that again!")UPDATE: Ok. This is an old thread from 2015 when I replaced my gen 1 Stratos 36... purchased in 2011, so that year they sent me a replacement... well, after like 6 or 8 caminos since, the replacement pack was showing wear around the hip area, to the point where I actually pulled out needle and thread and did a field repair on the Norte in May 2022. My repair skills are questionable!
After coming back home to California in June 2022 I tried it again. I sent my pack back to Osprey... this is the replacement one from the first time.
Today I received a similar email as before (7 years ago) saying they could not fix it properly and would like to send me a replacement. New stratos, though slightly smaller, should arrive in time before Frances Oct. 2022.
So yes, if you ever wondered, you can get a replacement for your replacement for the cost of shipping it back to them, which this time I think was $30.
Edits: I messed up the dates earlier...
I am currently using the same pack, Stratos 36, I got it for my first Camino in 2017!UPDATE: Ok. This is an old thread from 2015 when I replaced my gen 1 Stratos 36... purchased in 2011, so that year they sent me a replacement... well, after like 6 or 8 caminos since, the replacement pack was showing wear around the hip area, to the point where I actually pulled out needle and thread and did a field repair on the Norte in May 2022. My repair skills are questionable!
After coming back home to California in June 2022 I tried it again. I sent my pack back to Osprey... this is the replacement one from the first time.
Today I received a similar email as before (7 years ago) saying they could not fix it properly and would like to send me a replacement. New stratos, though slightly smaller, should arrive in time before Frances Oct. 2022.
So yes, if you ever wondered, you can get a replacement for your replacement for the cost of shipping it back to them, which this time I think was $30.
Edits: I messed up the dates earlier...
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