KLIM warranty, what a joke.......

[bluebear]

I just got to ask, how did you tear your pants? Did you catch a sharp edge on your trailer or sled? Did you drop a knife on the pants and cut them? Did you run over the pants in the trailer with your sled and they got torn? BTW I or someone in my group have done each of these to items that I have had and not once have I even consider that to be covered under warranty. Maybe you are lucky enough to ride every day and have worn out the knees from riding so much in one year that they do not last more than one season and start to tear, and if this is the case I have no simpathy for you because you get to ride everyday. I just do not believe that the material just rips apart without some outside force causing the tear. Maybe it was a tree branch that caught the pants and cause the rip.

BTW I had a pair of bibs that I sent in 3 years after i bought them because the zipper was broken. They fixed it and yes I paid shipping. Best $6 i ever spent. The next year the other zipper broke and I asked if there was any waterproofing stuff because the rear end was starting to leak. Sent them in to be repairs and less than 1 week later i get a box from them and think wow they fixed those quick. I opened it up and guess what i find? A BRAND NEW PAIR OF THE NEWEST BIBS IN THE BOX. All I was asking for was some waterproofing and the zipper to be fixed and I got brand new bibs. I think they have a customer for life in me. Oh yeah I do have the boots and the first year I had them my friend pushed one of those sleds to carry all your stuff into a cabin behind the snowmobile, you know the old school metal ones, into my foot and put a hole in my boot. Yeah i asked what they could do but understood that it cannot be a warranty claim because it was not a defect in the boot. It was an accedent and $%#$ happens. So now I have some shoe goo on it and deal with it. Still is works just fine. No leaks.

Maybe check the sizing of the pants. If they are too small, the stiching is coming apart because you are stretching it out too far. You are not as thin as you used to be. I know how that feels. I have been wearing size 34 pants for 2 years now because I can't admit that i should be a 36 instead of the 32 i used to be. I keep telling myself that I am going to work out and get back in shape so i can fit back into my pants, but lets face it I probably will never be that small again and just need to buck up and get new pants. Come to think of it my bibs are a 32. Maybe I should get off this dam comuter and go work out. Like that's going to happen.
Don't get offended by this last part. It's all in good fun.
Now go have a and watch some sledding videos.

He didn't send them in to get the rips repaired. He sent them in to get the zippered repaired and they denied the claim (according to the poster) because they were ripped.

That being said. I've had good luck with my Klim stuff so far. Had some bibs for 4 seasons before I ripped them (ripped after being ejected from a cranky snowmobile) and a jacket for 5 or 6 seasons now with no issues.

 

[black swan]

wow, this thread is really starting to raise eyebrows

the rip was in the butt region, L-shaped like when you get caught on barbedwire. I had patched this to get thru the season, but the zipper-heads broke and the tabs went missing. I was hoping for a repair, but none was offered. they removed my patch, and sent it back. Now i have to repatch it and the zippers are still broken.

I own 3 pairs of Togwotee bibs, so i'll be alright. I do sled 3-4x per week due to work/play, so i depend on my clothing the way people depend on their electricity. But my confidence in their ability to stand behind there products is dimished. Currently, i have a pair of Mohave MX pants that are 90days old, worn 25x and the main seam down the butt has completely pulled apart, not a pretty sight if your following me.....notice my avatar

 

[Transporter]

Buy leather or get your grandma to sew up your stuff for free.I couldnt see myself sending away some sledpants to get fixed hundreds of miles away when I could probably get repaired at local sewing shop.After reading how everyone has sent back there stuff to get repaired it is no wonder that their stuff is so expensive I am surprised they have any warrenty.

 

[Snorider]

helly hansen.

the tuffest, driest, stuff i've found for not only sledding(if you use your winter gear more then just sledding).

 

[deaner]

I agree 100%. I have every piece of Klim you can buy. Their boots disintegrated within the first five rides and they told me to go pound sand. Then to add insult to injury they offer to sell me a new pair at full retail. Why would I pay top dollar for a pair of boots that will last 5 rides??? I ended up buying a cheap set of snowboard boots from the local sportmart. I liked them WAY better, and they lasted me two full seasons.

I will NEVER buy another Klim product. It must just depend on who you get when you contact them?? Some people have good luck. Some........not so much.

 

[trikerider]

I sent my Inversion gloves in because the left hand palm wore out after 10 rides and at the same time my boots because they started leaking a little after around 40 rides. I just received new gloves and boots.

 

[snowrodeo]

It must just depend on who you get when you contact them?? Some people have good luck. Some........not so much.

i think it depends MUCH more on how you present your issue to them. i have only ever talked to one person when ive called for warranty service. i think she is the only one who handles claims?

i sent back a pair of boots, well out of their stated 1 year warranty, with a big rip in the bottom that i caused kicking my running boards (and i told them that) - replaced with new boots. sent back 5 or 6 yr old pants that were getting damp in the butt and knees, middle of the season, and they were replaced OVERNIGHT shipping, so as to get me back on the snow asap.

the tags on the garment clearly state: ANY rips, tears, burns, patches, improper care, etc. etc. WILL VOID the warranty. also explains that "lifetime warranty" is useful life of the garment - not your lifetime. why would they replace/repair a garment that has reached the end of its "useful life"? i thot the jean analogy was a great example. klim cant provide you with free bibs for life just cuz you bought one pair.

i cant imagine some of us getting this kind of incredible service and others getting "shafted" just because of who you talk to or what day of the week it is....
as i said above, it makes a HUGE difference how you approach them. speak and act politely, and they'll return the favor. also, i know it helps to register your new gear when you buy it.

KLIM customer for LIFE !!

 

[montanasledder]

I burnt the sleeve on my Klim jacket a few years back on the exhaust, They replaced the whole sleeve for the price of shipping. Had good luck with there products and service. Hope it doesnt change

 

[xcrash911]

i think it depends MUCH more on how you present your issue to them. i have only ever talked to one person when ive called for warranty service. i think she is the only one who handles claims?

i sent back a pair of boots, well out of their stated 1 year warranty, with a big rip in the bottom that i caused kicking my running boards (and i told them that) - replaced with new boots. sent back 5 or 6 yr old pants that were getting damp in the butt and knees, middle of the season, and they were replaced OVERNIGHT shipping, so as to get me back on the snow asap.

the tags on the garment clearly state: ANY rips, tears, burns, patches, improper care, etc. etc. WILL VOID the warranty. also explains that "lifetime warranty" is useful life of the garment - not your lifetime. why would they replace/repair a garment that has reached the end of its "useful life"? i thot the jean analogy was a great example. klim cant provide you with free bibs for life just cuz you bought one pair.

i cant imagine some of us getting this kind of incredible service and others getting "shafted" just because of who you talk to or what day of the week it is....
as i said above, it makes a HUGE difference how you approach them. speak and act politely, and they'll return the favor. also, i know it helps to register your new gear when you buy it.

KLIM customer for LIFE !!

Well then I guess it does depend on how said person is feeling at the time, or maybe who you are, because the torn out eyelet on my boot is/was clearly a defect and she said no warranty because over a year. Yes I was very polite and asked about it not demanded warranty, maybe that was the problem?

 

[black swan]

as with everything, there's 2 sides to the story, 2 sides of the fence.

If you had received a new product as replacement, you'd be thrilled or a " KLIM customer for life" but the after which. If your future RMA's only ended with a rubber-stamp denial process, you'd change your opinion.

Everyone's brand loyal till they get treated like a number. The girls at customer service were very courteous as always, just not completely honest with their approach. Last conversation we had was, we'll inspect the zippers when gore returns them, AGAIN 3x.

But feel free to throw your money at them, they'll take it!! And use it for advertising and free gear for sponshured riders.

My friends on this 4M will contest that i only ride around the parking lots and have never crashed into anything. Rant over!!

 

[priest lake rmk]

Kinda funny to me. My wife and I are both dressed head to toe in Klim gear. I am on at least my fifth set of pants and have never owned a set that my arse doesn't get wet but my wifes seem to work. I ride a lot and I am pretty hard on my gear so I have never sent anything back but I saw first hand the work they did to my buddys pants after they fixed a one inch tear and it was unreal how piss poor it looked.

 

[Yamadoo04]

Well here is the warranty straight from their website
Read the last paragraph

http://www.klimusa.com/survey.php?surveyId=35

Warranty
We warrant *every product we make to be free of manufacturer defects for the **lifetime of the product. Additionally, all KLIM GORE-TEX® products are GUARANTEED TO KEEP YOU DRY® for the **lifetime of the product. Should you have a warranty issue, call us for a case number. We will repair it if possible or replace all valid warranty items. Please have all warranty item claims clean for evaluation or it will be sent back to you as is without an inspection being made. This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, modifications, alterations, or use for a purpose other than which it was designed. If this product fails due to a manufacturing or material defect we will repair the product without charge, or replace it at our discretion. This warranty is not transferable. Product must be registered by completing this warranty survey to receive warranty coverage.

* KLIM BOOTS are warranted against defects in materials and workmanship for one [1] year from the date of purchase. General warranty terms apply.

* The KLIM F4 HELMET is warranted against defects in materials and workmanship for five [5] years from the date of purchase. General warranty terms apply.

** The lifetime of a product unfortunately does not mean your lifetime. The intensity under which the product is used determines this factor. Rips, tears, cuts, punctures and burns will void the lifetime warranty of the product even if the warranty issue is not related to these damages.


Now i don't know why some get better service than others however after you read this warranty how can you still think you should have your pants covered under warranty? Please tell us how you think your pants are still under warranty after reading this.

This is their warranty and you can say what you want but it is up to you to read it and either accept their terms and buy their product or go somewhere else. (sounds like you will go somewhere else which is just fine)

I do not agree with the fact that they took off the patch on your pants. That is wrong and I would be pissed at that. However after reading the warranty and knowing that the warranty is void if you still wanted to use the pants in the future why dont you just go get the zipper fixed at a local store? Then you wouldn't have to pay shipping. LOL

Oh and about the truck analogy, lets say you do take your truck into the dealership for a warranty claim in the engine and you do have a dent in the fender. I am certain that the dealership is going to investigate that dent in the fender and find out if what caused the dent in the fender also caused the engine problem. While on the surface the two can be unrelated, they may discover that the dent in the fender caused the engine problem directly. How do they know the difference on the surface.
Same with the pants. How do they know that the broken zippers and tear in the pants didn't happen at the same time? They couldn't possible know this. Your buddy could have cause the zipper to break when they ran over your pants with the sled and cause the tear as well. Ther is no way for the manufacturere to know what the truth really is, so therfore they have put these conditions into their warranty to cover their butts.

 

[SAWYER]

Did you speak to the actual vietnamese child that sewed them together or did you contact the U.S. namesake? LOL

Sounds like HMK's boot warranty. Never worry about dry feet again should be their motto.

Better send a letter to Obama for a bail out. Just address it to Santa and he will get it.

I think a lot of you are missing the point. He sent them in for the zipper, not the tear. It doesn't matter if they were torn by a rabid monkey with a rotten banana shoved up it's arse, that wasn't the issue. FOCUS PEOPLE!!!!!

If you take your truck to the dealer because of an engine noise, they don't deny the warranty claim because it has a dent in the fender.

F*ck you make me laugh Reese. I agree with you 100% on HMK too.

 

[stopdropanroll]

I also have Klim from head to toe, all top of the line gear ( tog-valdez-etc) had the plastic slip-knot break on my gloves in the first season and they were replaced free of charge, though I delt with one of the largest Klim dealers in the mid-west so maybe that had something to do with it. My sales person rants and raves about how good their warranty is and has even had things replaced that shouldn't have. Don't know why there seems to be such a hot/cold warranty issue but for me I will gladly keep spending money with them. This is the best gear I have ever worn.

 

[Himark]

klims warranty is not as liberal as it used to be. this has been happening for the last couple of years.

^^^^^^^^^

This is the problem in a nut shell! Not to go story telling but truth is for what we are paying for a product that IS made overseas they have an extreme markup which SHOULD warrant a liberal warranty. I am glad someone posted there experience here as this forum is for getting out the info. Klim wants to take this road they are going to experience a bashing on these types of forums.

 

[hilinerider]

^^^ also note that they keep your good product made years ago and send you the new cheap stuff

 

[Steamboat-RN]

Well here is the warranty straight from their website
** The lifetime of a product unfortunately does not mean your lifetime. The intensity under which the product is used determines this factor. Rips, tears, cuts, punctures and burns will void the lifetime warranty of the product even if the warranty issue is not related to these damages.

Now i don't know why some get better service than others however after you read this warranty how can you still think you should have your pants covered under warranty? Please tell us how you think your pants are still under warranty after reading this.

Just legal-speak for, if we don't want to warrantee your stuff, you are just S.O.L. Any use other than trying it on may exceed the life of the garment and may void the warranty
This gear is claimed to be for extreme sports. It is unreasonable for them to deny a claim for small punctures or tears. How can they expect the products they sell to remain pristine in the type of environment they are designed for? Boondocking is abuse? Dirtbiking on single track is abuse? The product was designed for this type of use and therefore Kilim should have a resonable expectation of some minor pokes and cuts.
Those of us who know Ray (powderpatrol) well, know him as the unofficial "mayor" of Grand Mesa. It is unlikely that he was anything but cordial and pleasant with the customer service reps at Klim.

I have a stone nick the windshield of my truck. Should that void my warranty?

 

[snowday]

GoreTex not Klim, offer the lifetime waterproof guarantee. They are required to replace waterproofing issues, Gore pays for them. All other warranties are up to Klim to do as they want with. That is why it is so easy with them to warranty for waterproofing and not for wear and tear.

 

[snowday]

"Sounds like HMK's boot warranty. Never worry about dry feet again should be their motto."

HMK boots were never sold as waterproof were they?

They now have a boot (Voyager boot) that is waterproof and guaranteed to be which none of their boots were ever built to be previously.

Check them out!

 

[phatty]

I think this is pretty black and white.

The pants had a tear that was covered with a patch. Which according to the warranty agreement official voids the warranty on the pants PERIOD. end of discussion.

If you buy an XBOX from walmart they clearly state that they CANNOT take back an open item. So you go home and open the item, then come back and b!tch about them not taking it back? Its written in black and white.

If anything it shows what kind of company KLIM is by still trying to get the warranty for you 2 or 3 times, even though it clearly is in violation of the warranty agreement.

I agree that it sux that they wouldnt warranty the zippers because of the tear, but you agreed to that when you purchased the clothing. KLIM warranty explicitly states that any tear, rip, or alteration with a patch voids the whole warranty. End of story.

You cannot make the comparison to the car with a broken fender not affecting the warranty on the motor. Its apples to oranges.
Car warranties are completely different than KLIMs warranty. Read the rules and regulations. Besides if you run your car into a parking lot pole would you expect the dealer to warranty that?

Your not the only one who has had warranty claims denied from Klim.
I have a stow away jacket that got speared by a tree. I put duct tape across the hole so keep snow out on the way home. I used the jacket the rest of the season with duct tape. any guesses on what happened on my warranty claim for broken drawstring? Your right i ended up buying a new jacket...

PS lets do some moto riding in moab in novemeber!