What happened to KLIM?

[pindallout]

I know this doesn't mean anything to diehard (formerly me) KLIM gear fans. But, Here is the story. I was riding last year and got back to Camp and a buddy stated that I had a rip in the pocket of my Keweenaw Jacket. I did not know how it happened nor realized it before then. I sent my Jacket into KLIM and actually bragged to them how much I love their gear and all that crap.
Well, I just got an email back that it is going to cost $100.00 to replace the pocket panel (25% of the actual cost of the original jacket) or $65 dollars to throw a patch over it.
I have experience with buddies turning in gear that was from normal wear and tear and it didn't cost them anything. One of them got a NEW jacket because his said the original slogan on the jacket.
Now, I KNOW this wouldn't have happened if Summers still owned and operated the company.
I am certainly not complaining about the customer service, they are nice to speak with or talk to. But, I believe their WARRANTY is now in the toilet or now on par as all of the other manufactures in my opinion. No more KLIM for this guy. I know who cares about one guy.
I guess I am just ranting and I am sure to get ragged about it. But, what ever, it still sucks, I guess I expected something else.

 

[gmustangt]

It seems to be really hit and miss with klims warrenty department, One guy could light his jacket on fire and get it replaced, but if one guy fell in the snow and it started leaking "denied".

I thought i had some legit issues with my gloves, they were ripping apart at the stitching after 2 years, they denied them.

Klim Canada's department seems to be much worse than the USA side.

 

[Dirty Steve]

I have heard a lot of stories about Klim going above and beyond what a person generally would consider good warranty service. You torr your coat and sent it in hoping that it would be one of those stories. I don't think Klim is out of line.

If your truck was under warranty and you dented a fender would they cover it?

It's not really a manufacturer defect, right?

If you're going to ditch Klim won't you be settling for less going to another line of clothes? Are there other companies that have as many "above and beyond" stories.
It sucks that they didn't treat you better, but how could they stay in business if they fixed every tear in every garment that was sent in claiming warranty for free?

 

[Blown Motor]

I know this doesn't mean anything to diehard (formerly me) KLIM gear fans. But, Here is the story. I was riding last year and got back to Camp and a buddy stated that I had a rip in the pocket of my Keweenaw Jacket. I did not know how it happened nor realized it before then. I sent my Jacket into KLIM and actually bragged to them how much I love their gear and all that crap.
Well, I just got an email back that it is going to cost $100.00 to replace the pocket panel (25% of the actual cost of the original jacket) or $65 dollars to throw a patch over it.
I have experience with buddies turning in gear that was from normal wear and tear and it didn't cost them anything. One of them got a NEW jacket because his said the original slogan on the jacket.
Now, I KNOW this wouldn't have happened if Summers still owned and operated the company.
I am certainly not complaining about the customer service, they are nice to speak with or talk to. But, I believe their WARRANTY is now in the toilet or now on par as all of the other manufactures in my opinion. No more KLIM for this guy. I know who cares about one guy.
I guess I am just ranting and I am sure to get ragged about it. But, what ever, it still sucks, I guess I expected something else.

Just a quick question for you, was the rip in a seam or just a blatant hole in the fabric? The only reason we ask, is because the warranty is written to protect and insure the consumer against mfg defects and or something going wrong with the piece that should not have happened. In the many years of dealing with outerwear usually warranties do not cover running boards cutting knees or shins, branches ripping fabric etc, or for that matter wear and tear. So if the hole was just some place that you got caught on something, we can see Klim's point.

So if they were offering to fix a jacket that was not their fault for falling apart for a quarter of the price, wouldn't that be looked at as a positive thing?

With that said, are you saying that you have had other buddies get wear and tear fixed and warranted on their Klim pieces that was their fault?

 

[PJ-Hunter]

And that is why I use MotorFist.

I had my Rekon bibs warrantied this summer because they leaked and I got wet. And I was even upfront with the gal and said that I was using them on my street bike to protect me against the rain. She said a leak is a leak, no matter the time of year. They sent me new bibs, IN JULY!

That, friends, is the definition of awesome!

 

[christopher]

Now, I KNOW this wouldn't have happened if Summers still owned and operated the company.

I believe their WARRANTY is now in the toilet or now on par as all of the other manufactures in my opinion.

FWIW...
Justin Summer is still VERY much in charge of running/operating/Guiding and Directing KLIM on a full time day to day basis. This I know for a fact first hand!

Don't think for a moment that is influence, goals or vision for KLIM has changed because they became part of Polaris.

NOTHING could be further from the truth.

While I am sorry to hear you were not lucky enough to get your garment repaired for free, it really does sound like they are fully honoring their warranty.

As for me, I have found KLIM to be a first rate company to deal with, and I have bought 6 full sets of gear from them for myself and my entire family. I have nothing but the very HIGHEST respect for everyone there!

 

[richracer1]

And that is why I use MotorFist.

I had my Rekon bibs warrantied this summer because they leaked and I got wet. And I was even upfront with the gal and said that I was using them on my street bike to protect me against the rain. She said a leak is a leak, no matter the time of year. They sent me new bibs, IN JULY!

That, friends, is the definition of awesome!

Apples and oranges PJ. Both companies warranty their coats/bibs against leaking. The OP had a tear in his coat/jacket. I wouldn't expect Klim, MotorFist, or any other company to warranty an item that "caught a branch or what ever" and tore.

 

[gmustangt]

I think klims pissing people off becasue one guy can snag a tree branch and get his piece replaced fo free, but then the next guy just uses his piece and they deem it "past the life of the item"

Seems like not everyone gets the same rule book. Case by Case basis.
Monday morning verse friday afternoon pay day.

 

[snengineer]

I will stick with my Klim gear until they give me a reason not to. I own their gloves, boots and pants. I have had great luck with all of these items and had warranty claims when needed.

I still think the industry (Klim included) is behind the times with the coat and jacket designs, they are progressing in the right direction, slowly, but still miss the mark.

Also people need to try stuff out and find what they like, what fits there style best. Just because "X" rider is wearing all "X" brand gear, more then not, has nothing to do with what they prefer but more what they get for free.

For the record I would wear all brand "X" gear if I got it for free, no brainer, even if its kind of junky stuff.

 

[pindallout]

I knew I was going to get crap about it.

If you read the post. I am upset that it is going to cost 100.00 to replace the pocket panel. THAT is 25% of the 400.00 the jacket cost in the first place. And yes, a buddy got a pant leg panel replace after ripping it down the center, not on the seam, from the rear tunnel of a sled, shipping only. A second riding partner turned in his 8 year old "Aggressive blah blah" jacket with a zipper he tore and got a free, YES, free jacket. Which are all great outcomes. But, I Wasn't expecting that price, I will have them send it back and use that 100.00 to purchase 130.00 light windbreaker and have it sewn by myself.

Again, if you continue reading my post you will see that I said it still sucks for me and that based on my experience or first hand knowledge my "expectations" were different. So, before you throw in your sponsorship defense slogans, I was simply posting my experience, which I have paid for on this site. I knew as stated before in my original post that I was going to get bashed for sharing my experience.

On the warranty, you can't tell me that every and I mean every KLIM owner doesn't feel or think that the warranty or believe that the warranty is better than any other company and expectations are higher with KLIM. A lot based on the price tag. More often higher than most, so expectations are higher.

And I also do know that Summers is still "running" things, but he doesn't own it anymore or am I mistaken by that?

Also, if you read the OP you would also see that I complimented their customer service department as well...... not sure if you bashers seen that as well.

 

[Blown Motor]

I knew I was going to get crap about it.

If you read the post. I am upset that it is going to cost 100.00 to replace the pocket panel. THAT is 25% of the 400.00 the jacket cost in the first place. And yes, a buddy got a pant leg panel replace after ripping it down the center, not on the seam, from the rear tunnel of a sled, shipping only. A second riding partner turned in his 8 year old "Aggressive blah blah" jacket with a zipper he tore and got a free, YES, free jacket. Which are all great outcomes. But, I Wasn't expecting that price, I will have them send it back and use that 100.00 to purchase 130.00 light windbreaker and have it sewn by myself.

Again, if you continue reading my post you will see that I said it still sucks for me and that based on my experience or first hand knowledge my "expectations" were different. So, before you throw in your sponsorship defense slogans, I was simply posting my experience, which I have paid for on this site. I knew as stated before in my original post that I was going to get bashed for sharing my experience.

On the warranty, you can't tell me that every and I mean every KLIM owner doesn't feel or think that the warranty or believe that the warranty is better than any other company and expectations are higher with KLIM. A lot based on the price tag. More often higher than most, so expectations are higher.

And I also do know that Summers is still "running" things, but he doesn't own it anymore or am I mistaken by that?

Also, if you read the OP you would also see that I complimented their customer service department as well...... not sure if you bashers seen that as well.

For sure, we get where you are coming from, and figured you had seen other instances where things got replaced which was why you expected yours to be fixed. Sounds like they are still a reputable company, and are great with warranties, they just need to make it more cut and dry as to what is warrantable and what is not for their employees.

 

[pindallout]

I am not afraid to show you a picture. Again, I wasn't expecting the cost to replace the 8 x 8 pocket panel. Again, I am not sure how it happened but, here it is for full disclosure.

 

[TIM]

that was snagged on something. I know, because mine did the same exact thing. And I paid klim to have a patch put on the bibs in the leg where I snagged them. You can tell it is a snag from the way the fabric is ripped.

 

[FatDogX]

It's funny you bring this up as I just got done with dealing with Klim on a pair of pants.

Long story short, I recently came across two very small holes in the side of my Klim pants. I mean very small, in fact one you could hardly see. After hearing all the great stories about Klim's warranty, I thought no big deal.......

Keep in mind, I did not expect a brand new pair of pants like many others have received. I put the holes in through my own actions, thus I should pay for a repair. Come to find out they want 90.00 to fix two tiny holes, !!!

90.00 plus the 15.00 in shipping that it cost me to get them their, No thanks. I told them to send them back and I'll either fix them locally or just put them up for sale as they are basically new and I have two pair.

So, in short......NOT impressed with Klim's warranty this time.

 

[jvb]

So i just sent back two pairs of bibs one 4-5 years old and one 2 years old and a 4-5 year old jacket. Coat had small hole in one arm and kinda leaky. Both pants leaked. They said the older coat and pants were thin and had gotten their life and replaced my newer bibs. I was fine with the decision, but always here the storys about everyone getting new stuff. So what is the life expectancy of gear?

 

[gmustangt]

Good point "life expectancy" needs to be black and white up front.

 

[ullose272]

consider this, you send your garment in to klim, they have to replace the pocket, seam seal it because it is gortex, and test it to make sure that it does not leak, so that they don't have angry customers that bash them on forums. plus they are probably paying a person at least $15 an hour, and id imagine all of that would take at least an hour if it all when perfect there was no leaks or anything. have all the operating costs of running that place. I don't think $100 is that much to ask. if your car wasn't under warrenty there would be a $75 fee just to diag a problem then $100 to do an hours worth of work. they are a business that needs to stay in the green.
I recently got a new set of bibs from them under warrenty because the membrane was leaking, but I also have a parka from them that leaks on one arm because I burnt a hole in it, I don't expect anything on that.

 

[SayatodaU.P.eh?]

Gore Tex repairs are not as easy and cheap to do as some of you may think, obviously.

 

[Osborne Performance]

I have been a klim dealer for 12 years they have great curtomer Service.
But a line has to be drawn your coat is torn if leaking they most likely would have help you . And I understand your point I have also torn my bibs and the had to repair them they did a great job and it is cheaper than a 400 replacment

 

[FatDogX]

I see your point somewhat........

I for one did not expect a "new" pair of pants, only a repair at an honest and fair price.

But with your analogy, you mention spending 175.00 to fix your car, which I don't have a problem with as your average newer used car is worth what, 20,000.00?

Now take into consideration a pair of Klim pants that cost just over 300.00 and the repair with shipping is 105.00, basically almost a third of the price of new. And again two very small holes, was all that need to be fixed.

So getting back, you wouldn't have a problem making almost a 7000.00 repair on a 20,000.00 car????? I think most people would would question that or try to come up with a different solution?

I just think for the value of the product the cost of the repair it's a little high for what had to be done.

Again, not banging on ya, just saying.

consider this, you send your garment in to klim, they have to replace the pocket, seam seal it because it is gortex, and test it to make sure that it does not leak, so that they don't have angry customers that bash them on forums. plus they are probably paying a person at least $15 an hour, and id imagine all of that would take at least an hour if it all when perfect there was no leaks or anything. have all the operating costs of running that place. I don't think $100 is that much to ask. if your car wasn't under warrenty there would be a $75 fee just to diag a problem then $100 to do an hours worth of work. they are a business that needs to stay in the green.
I recently got a new set of bibs from them under warrenty because the membrane was leaking, but I also have a parka from them that leaks on one arm because I burnt a hole in it, I don't expect anything on that.