Poor customer service experience. I brought my bag with manufacture defects to have the warranty honored within the 1-year timeframe. I was informed my bag would not be accepted because it was "well loved." Staff commented that it was "dirty" and "overstuffed." They informed me they could not honor the warranty without sending pictures to headquarters.
The defective areas were not wear spots. It is where the piping and exterior finish material come together, which are not points of tension. The fabric was likely cut too short in the manufacturing process which allowed it to pull through the stitching and fray along the edge. The bag was in the footwell of my vehicle and got dirty with the normal happenings of a family ski trip, and took a quick wipe to return to its normal condition, not relevant to the manufacturing defect.
Upon clarification, staff confirmed not all warranty claims need to be confirmed with HQ, just the ones they decide to send to HQ. The manager was contacted by phone and approved the warranty exchange only after I pressed the imposed verification policy, which seemed excessive. read more