Date: 2016-04-06
From: Harpers Ferry on 4/17

To: View Entry
Miles today: 0.0
Weather: clear sky

Before my return to the AT from Arizona, there were three equipment issues I wanted to have addressed. What I learned is that some outdoor gear manufacturers stand by their products and provide outstanding service; others do not.1. The North Face. I used a Thermoball jacket during my first month on the AT. It was plenty warm and very light. I loved that it was not down and, therefore, keeps some insulating properties when wet. However, a pocket zipper broke the first week on the AT - essentially the first week I used it since I live in Phoenix. I called TNF from the trail. Their only idea of help was for me to mail them the jacket. Obviously, I was not going to head toward the Smokies with no jacket.   When I got home, I hastily sent the jacket to TNF for repair or replacement. My mistake was not reading their entire policy. Their turnaround time is 6 to 8 weeks. When I made a decision to return to the trail I called them and they told me they could not return the coat, as is, until they had it for 2 to 3 weeks because "it would not be in the system" until then. When I explained that I was doing a thru hike....crickets. Customer service grade - D (only not getting an F because they do fix their defective equipment). Think about this, you buy a winter jacket, a zipper breaks, you ship it to TNF, and it is returned 8 weeks later when Spring has arrived.2. ZPacks. I had a problem with a pair of Challenger gaiters. First, before I get to my story, I just want to say that these are great gaiters, well designed, and very light (remember the old rule about weight on the feet). Unfortunately, my gaiters ripped during my first month. When I got to Arizona, I emailed them and got a prompt response from Will "Red Beard" Wood. He assured me that this was a unique event and that ZPacks would replace or refund, my choice. Then I got a second email from him stating that he verified that this was a unique event. My choice was to replace the gaiters because I really liked them a lot (they got a lot of attention from other hikers - the ZPacks Challenger Gaiters are outstanding looking and also functionally). They also promised to get them to me in time before I go back to the AT. Now that is customer service! Grade - A+. BTW, I have several additional ZPacks products and am extremely pleased with them. Note: I am not sponsored by ZPacks in any manner. I am just passing along my experience.3. REI. Not a manufacturer, obviously. I started with an Osprey Atmos AG pack. I loved the design and the suspension. It really makes a fully loaded 36+ pound pack (hey, I started in February) feel light. It did have a problem in that the velcro adjustments for the belt kept slipping on one side. It was OK early on as I had extra weight on (AKA being a little chunky). As time progressed, however, I needed to make the side that held as short as possible. With the weight loss I was experiencing, 12 pounds in a month, it would have been soon that the belt would have been too big. I took the pack back to REI and exchanged it for a Osprey Exos which, in reality, it more suited for going back on the AT in mid-April. Also, the Exos does not have the velcro waist belt adjustment system. As always, REI has great customer service and a outstanding return policy. A+ NOTE: The guy at REI told me that they get a lot of Atmos packs returned. I found that to be interesting as it is one of the most popular packs with AT thru hikers. Everyone I talked to loved their Osprey Atmos and nobody but me seemed to have the problem with the velcro.Bottomline of this post is that not all customer service is equal. I will avoid TNF products and will stick with manufacturers like ZPacks and stores like REI that provide outstanding service. 11 days until I am back on the trail.