What happened to KLIM?

[907to406]

To the OP, I would personally just take a iron on patch and apply it from the inside of the pocket or sew it up then do the patch. Either way it shouldn't really matter as its just a hole in the pocket and your not going to get wet from it since the material behind the pocket is just as waterproof as the rest of the coat (not sure on that exact model jacket you have but I know on my Powercross pull over it is). Nobody is going to notice it and it adds character. Plus although KLIM gear is extremely functional it pretty much gets a zero for style points in my book and everybody and their mother has the same gear on 99 percent of the time. Now you can easily ID and distinguish your jacket from the rest of the sheep!

And if it makes you feel any better I just got done dealing with the KLIM warranty department as well and they wanted 100.00+ per hole in my pants. Not worth it to me although I will say my experience with the people there was great, nothing but friendly and honest. I've had the gear for a few years, its been awesome and keeps me dry despite the gaping holes around the inside of my ankles. So if I don't cough up the cash for a new pair this year I'll just have it repaired locally to get me through the winter.

Although looking back at it I probably should have called them and told them that my butt was getting wet or something then sent the bibs in and not even mentioned the massive holes and let them do the waterproof test to see if it passed and if it didn't it sounds like I might of gotten hooked up! (kidding of course)

 

[Phat Cat]

I don't own Klim and I wont in the future either. 400 - 500 bucks for a jacket? come on. The price of sled clothing has gotten ridiculous especially Klim. Call me cheap or whatever but I buy snowboard pants from costco for 35 bucks. They keep me warm and dry and a have a new pair every year. Rip em, chuck em out. I am not out there to win any fashion shows either.

 

[Jeff800]

Everyone "Expects Something"

Maybe Klim should chime in and state what their replace or repair warranty policy truly is. I think part of the problem is everyone hears of the "Free" replacement of an item and "expects" they should get it also.
It is bound to get to a point were all this warranty work is costing the company $$. BikerPePe: Stated a tiny hole might not look like much but it may still need a whole cloth panel replacement. So pinhole to 2 inch might be minimum $100?!
Also I agree KLIM, Motorfist stuff is way too much, I bought a KLIM jacket that was non-current paid $300 for otherwise $400 jacket in the current year. I like it so far no trouble, but I wont pay 300-400 for their bibs when I have a pair of insulated, Gortex ones from Cabelas that I paid $100 for. Oh and my last jacket was a Columbia Ski jacket that is over 20 years old, so I'm pretty sure I will get my monies worth out of the KLIM jacket.

So to the OP I get where your coming from for you a $100 repair to a $400 jacket isn't worth it. Then again someone else might think that it is. Good luck which ever way it goes.
Jeff

 

[christopher]

http://www.klim.com/Warranty.html

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. If these products fail 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.

* KLIM BOOTS are warranted against defects in materials and workmanship for one [1] year from the date of purchase. Aggressive running boards will accelerate the wear and tear on the soles of the boots. This is considered normal wear and tear. 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.

* KLIM GOGGLES are warranted against defects in materials and workmanship for one [1] year from the date of purchase. Scratches are not covered under this warranty. 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, burns, accidents, improper care, negligence, normal wear-and-tear, modifications, alterations or use for a purpose other than which the product designed will void the lifetime warranty of even if the warranty issue is not related to these damages.

We will let you know which procedure to follow in order to return your item. The in-house processing time goes into effect the day after we receive and sign for the product.

If a manufacturing or material defect is found, we will repair the item to Klim quality . If the returned product is within the valid warranty, typical processing time is 5 business days. Our first option will be to repair the item, free of charge. Repaired items will be subject to available parts. We will do our best to match colors and styles but we cannot guarantee that you will receive the exact product back. If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it If we are unable to repair the item, at our discretion.

Many of our customers become very attached to their Klim products, and do not want us to exercise the option to replace. If your Klim product has special memories attached to it that make it irreplaceable to you, please let us know.

If the returned product is a Non-Warranty Repair, the typical processing time is 10 business days . Repair pricing varies from one repair to another; after your product is assessed we will contact you with a final estimate and request that you approve the charges. Once we have your approval the processing time goes into effect.

Once the process is complete we will be in contact letting you know that your item will be shipping out to you. Should you live in an area that you don’t feel comfortable for the item being left at your front door potentially if someone isn’t home when the delivery is made, please let us know that you would like a Signature Request. There is a $3.50 cost that you would be responsible for using this service but it does guarantee that the item will not be left at the front door unless it is signed for. Let us know if this is an option you would like us to set up. Thanks for your understanding and we look forward to assisting you.

Happy Riding!

Warranty Freight Costs
1. Please be sure to ship the package with a carrier that can provide tracking and insurance. Freight costs to transfer warranty claims to KLIM for evaluation are the responsibility of the party making the claim. KLIM assumes no responsibility for products during shipment from the party to our Warranty Department. Shipping charges are not refundable.

2. KLIM will pay return freight costs for repair or replacement items that have been approved for coverage under the warranty policy or the return of uncovered items.

Start your warranty claim by the "My Account" area after logging into KLIM.com.
OR

For US Warranties
For Interntaional Warranties (Canada included)

 

[mountainhorse]

I have a high standard for my gear... If I pay a premium price... I expect a premium product... With Klim, I received what I paid for!

I stay dry, and protected from the elements. Whether I'm riding in California or Blue River. Yes... I've torn up a few garments. Wearing hard knee braces inside the pants and bannging the console, tore them up pretty good. But I did not expect to have this replaced on warranty.

This sport costs a lot... and I've been riding since I had my Doo onsey back in 1970 on my Elan in Michigan...

I love the gear that I get from Klim.

When you ride hard... Stuff happens, I know this going into the game, just like going out with a new set of BF Goodrich tires on a rock crawler up the Rubicon... sometimes the tires get torn up... doesnt keep me from buying the best tire next time around.

Being in the service industry... it costs a lot to do good work, and... as Phatty pointed out... the warranty on the jacket remains intact after a factory repair is done, sounds pretty good to me.


Ride em hard peeps!


.

 

[Snappy Sledder]

I haven't dealt with Klim warranty but last year I did deal with HMK, and they were very helpful.
I sent an email with pictures attached of my pants. Last trip out in March of '12 I caught a tree branch inside my vent and ripped it and CLEARLY STATED IT WAS MY FAULT, NOT THE MANUFACTURES. They then replied with a phone number to call, called, and they said they would send me a new pair of pants.
I also put in my date of purchase, where I purchased, and the invoice number to show I was actually past their one year warranty. Again, this is HMK and not Klim, 2 different companies, 2 different policies. But my first intent was to pay to send the pants in and repair them, but I never expected them to send me a new pair and keep my old ones.
Again, different companies and policies, just my experiences.

 

[tudizzle]

www.hmkusa.com

Love the service of a smaller company. Sometimes you can call the main number and have the owner pick up the phone and answer your questions. THAT is customer service.

I know that their gear is not as expensive...but there is something to be said about not needing an entire dept to deal with upset customers.

 

[suitcase]

www.hmkusa.com

Love the service of a smaller company. Sometimes you can call the main number and have the owner pick up the phone and answer your questions. THAT is customer service.

I know that their gear is not as expensive...but there is something to be said about not needing an entire dept to deal with upset customers.

Kirk is great to deal with!! plus they have great colors for there gear plus HMK just keep getting better..

 

[HandFullThrottle]

I hate these kind of threads. They're pointless and serve no purpose.

If you have a beef with a company or an individual work it out in private and keep it off a public forum.

Klim has earned the trust and respect of educated snowmobilers world wide and they have nothing to gain from engaging in this kind of activity. The way I see it is if you're smart enough to invest in Klim nothing said here will have any effect on what gear you trust your life to. These kind of threads make the owners look like fools. From surveys taken on this very site 65 to 70 percent of snowmobilers choose Klim. They didn't earn these market shares with a crapping warranty program or ripping people off with the cost of repairs. They earned these shares building riding gear out of technology other manufactures can't use. I understand business and I understand technology, therefore I will continue to support Klim if for no other reason there is nowhere else to go but down and I have no intentions of going backwards with my riding gear.

 

[summit800]

I heard polaris bought them out

 

[mr.deeds]

I hate these kind of threads. They're pointless and serve no purpose.

If you have a beef with a company or an individual work it out in private and keep it off a public forum. .

I have no problem with these kind of threads..... How much free press does Klim get on this site. Do a search of how many threads are on here of people talking about how great klim treated them. If you're going to have those then you have to also have the ones were people weren't happy.

 

[wjl]

I read and I think what is wrong with people.
Warranty this warranty that.

 

[Matte Murder]

Pind what size is your coat?

 

[Bocephus]

I heard polaris bought them out

after reading this thread, it appears as if free warranty repairs are down. and if you look at their web site, retail prices on new stuff has sky-rocketed. i guess polaris has to recover their losses from warranty work on their sleds somehow

 

[mtncat1]

just got word from kilm they are sending me a new tomahawk jacket to replace the one I sent them , I was getting a little wet last few times I wore it. they don't warranty everything but what they do does seem fare to me. as far as there prices they are about what they have been the last few years, with the exception of their newest stealth gear( it's eye opening pricey). kilm is not a huge company ,although they are probably the biggest in snowmobiling. they have met my expectations which is really all you can ask for. just sayin.

 

[abgirlmt]

I too have had issues with the cost of warranty repairs. I purchased my bibs in March of 2013. After 6 days riding the boot cuff tore on the bibs. I sent them in for repair expecting to pay but $100 for the repairs they did is OUTRAGEOUS. Yes they were fixed using the right materials but again- I paid $280 for the bibs and $100 to fix them. I love the product but I WILL NOT be using KLIM for repairs- I cannot afford to when they charge 1/3 of the original cost of the product.

 

[pindallout]

Matte,
Sent you a pm.

abgirlmt,
The repair costs are outrageous and that was the point of the post.

 

[Dartos]

Let's break it down:

1 minute reading your email.
4 minutes discussing solution with warranty/repair department.
1 minute responding to your email.
6 minutes to receive, log in and deliver to warranty/repair department.
38 minutes to evaluate damage to pocket and surrounding area, plan a repair, execute repair, test repair.
2 minutes to return to shipping department.
6 minutes to confirm proper garment is going back to the proper address, pack it up, print shipping label and put it in the outgoing bin.
1 minute to send you an email confirming shipment.

59 minute total.


So what is the shop rate at Klim? $100 an hour? $75 an hour? $50 an hour? My guess is $75-100 range.

And we haven't haven't even talked about the cost of repair materials.

 

[halffast800]

Well spoken.

 

[Blown Motor]

I too have had issues with the cost of warranty repairs. I purchased my bibs in March of 2013. After 6 days riding the boot cuff tore on the bibs. I sent them in for repair expecting to pay but $100 for the repairs they did is OUTRAGEOUS. Yes they were fixed using the right materials but again- I paid $280 for the bibs and $100 to fix them. I love the product but I WILL NOT be using KLIM for repairs- I cannot afford to when they charge 1/3 of the original cost of the product.

AbGirlMt, did you accidentally tear the boot cuff, or was this a mfg defect?