2,032 forum posts
i just put a mountain hardwear hooded phantom jacket in the mail for a warranty issue. after about one year, the bottom part of the zipper (the male part, not the slider) disintegrated, literally fell apart. no way to zip the jacket shut. in keeping with the jacket's very light weight, the zipper is among the lightest-duty that i have seen, a very minimal coil zipper.
the people on the phone at Mountain Hardwear were encouraging, said it will probably be covered by their lifetime warranty. it probably means they will sew a new zipper on.
remains to be seen how they will actually respond and how long it may take.
overall, my experience with warranty claims and outdoors companies has been excellent. It is worth noting that in nearly 30 years as an adult who puts a lot of mileage on gear, I have never returned a pair of hiking shoes/boots, a sleeping bag, a tent, a stove, snowshoes, or a water filtration system for a warranty issue.
Patagonia H2No hard shell, seam tape delamination after several years of use: replaced with a new jacket. (bought in the 80s, failed in the 90s).
Patagonia wool base layers, long sleeves ripped (x2): replaced for free, the second time with a Capilene shirt. Patagonia has since re-worked how they make their wool base layers, and they are more durable today.
The North Face gore tex hard shell, seam tape delamination after several years of use: replaced with a new jacket (bought in 92, failed around 00)
Black Diamond aluminum trekking poles: carbide tip loosened and would not stay seated in trekking pole after a few years of very hard use: both pole ends replaced (Black Diamond had introduced a more secure way to lock the carbide tips in).
Gregory Baltoro: hip belt replaced (rodent ate through one of the small hip belt pockets plus the clif bar i stupidly left there. i didn't ask for a warranty replacement, just wanted to buy a new hip belt. they dealt with it under warranty voluntarily, and generously).
Mystery Ranch Snapdragon: shoulder harness had rips in the nylon where it interacted with the hard plastic frame sheet, plus had unusually stubborn odor issues that remarkably survived a power-washing - after about 6 years of use almost weekly. I pointed out the rips in the nylon but was prepared to pay for the new shoulder pads; they replaced them under warranty.