Dear Camelbak,
I've been using your bladders for 10 years now, however the latest one has a faulty hose. Flow is very slow and I can see a section about 8cm long near the bladder end where the inner liner has detached from the inside of the hose and collapsed in upon itself, partially blocking the flow. I've had the bladder about 2 years, though I cannot locate the receipt. Can you replace the hose for me ? I live in England and your website does not list a UK address
regards
simon
www.bogtrotters.org
Dear Mr Barnes,
Thank you for your e-mail regarding your Camelbak Reservoir, we are sorry to hear of the issue you have experienced with this product.
We would ask you to return the item to the shop from which it was purchased, as any warranty claim lies with the retailer even if it was given as a gift or won as a prize. This also includes mail order and internet companies as the product should also be returned to them for inspection.
As well as the receipt a proof of purchase can include a credit or debit card statement or delivery note. If you have mislaid the receipt then please report this to the retailer as you should have been informed that this will be needed for all warranty claims at the time of purchase.
The retailer will examine the item under their warranty procedure and if they feel that this item is faulty due to manufactures defect, they may offer you a replacement or credit depending on their warranty policy. In cases where the retailer no longer stocks the item it is up to the retailer to provide a suitable remedy.
If you are unable to remedy the situation to a satisfactory outcome we would recommend contacting Trading Standards or Consumer Direct to see if they can offer you any further advice.
Please do not hesitate to contact us should you require any further information or assistance.
Dear **,
it seems to me that the requirement for a proof of purchase implies that you consider widespread theft of Camelbak products to be the norm. Surely the fact that I have the thing is proof enough unless there is wholesale theft ? I resent the implication that I would be involved with the handling of stolen goods, particularly when I've had to buy 3 Camelbak reservoirs after the old ones have sprung a leak after a few years' use, but not been able to claim a warranty replacement because I don't keep receipts - or should I say, I have tried to with this in mind but subsequently been unable to recall where I put them ? As it happens I cannot even remember which of two shops I bought the Camelbak from, as I am absent minded about such trivia, and one of them has closed.
regards
simon
Dear Mr Barnes,
Thank you for your e-mail, I apologise if you felt that I was implying that the item may have been stolen this was not my intention.
Please could we kindly ask you to return reservoir and hose to the address below using reference ** CUSTOMER SERVICES on the outside of the parcel. We would suggest that you send this recorded delivery to ensure that it does not get lost in the post. Once we have received the reservoir back we will inspect them and contact you with our findings.
Unfortunately we are unable to refund any postage costs you incur in returning the item to us. Please do not hesitate to contact us should you require any further assistance or information.
Received today: one brand new complete Camelbak reservoir :o)
Only you could take that first reply as an accusation of theft! 🙂
Only you could take that first reply as an accusation of theft!
why else would I need receipt ? Might it be counterfeit ?
FYI several people have told me they have the same problem with the hoses, including c-g
A chuckle & a good result.
Excellent.
SFB, I love your style. 🙂
We have had the same problem with every one of our hoses, never thought we could claim on them
Tracey
why else would I need receipt ? Might it be counterfeit ?
More typically and perfectly reasonably I reckon, it could be that you're not the original owner...
My feeling is that Camelbak put 2 obstacles in the way of returns. 1st is the requirement for the receipt - many of which have a distinctly limited lifespan if printed on thermal paper. I kept my last one specially - but now I have no idea where it is and couldn't find it in any of the obvious places. 2nd is having to return it to the shop. Obviously the shop is going to get no benefit from this arrangement, and as with other warranty claims will try to fob you off. They have no means of assessing the damage or of making restitution, as this lies with the distributor.
More typically and perfectly reasonably I reckon, it could be that you're not the original owner...
I don't consider myself unduly fastidious, but I'm not sure I'd want someone's used reservoir - moreover, unless someone has given up biking or drinking fluids, why would they pass one on?
We have had the same problem with every one of our hoses, never thought we could claim on them
yes, I was aware the problem was quite widespread, which is why I posted this. The distributor in the UK is Zyro in Thirsk
I regularly have to chop 15mm off the nipple end to get clear flow 🙁
As I've never, ever had this problem, what do you think causes it? Is it the drink you use? I only use water....... Just wondering 🙂
Only run water in ours, have had to do the same with chopping the ends off, works out expensive with four. Never managed to get one replaced in the UK but got one changed in the Alps when it leaked
Could be down to the importers
Tracey
As I've never, ever had this problem, what do you think causes it? Is it the drink you use? I only use water..
I don't know - and for that matter I don't know why they changed to a laminated hose. I always use squash as I dislike the taste of tap water, but I think most of the people who've reported this to me were using plain water. Also I use a spring loaded Blackburn nipple, because the rubbery nipples taste so vile, and this inserts into the hose instead of the hose going into it, which possibly exacerbates the problem - but obviously not at the far end of the hose.
Only you would complain about getting a brand new replacement bladder!
TBH i doubt they would have much more than a std 1 year warranty for manufacturing defects anyway.
I've bought and used second hand camelbaks. Seriously, sfb, I'm surprised you'd be so squeamish since other peoples' germs in a camelbak bladder are unlikely to the cause of illness unlike eating the sort of mud/worse/etc that gets fired into the air when mtbing.
But how can they tell the difference between someone who has lost their receipt and someone who has actually stolen it?
Maybe a lie detector test.....
I've had two replacements, first time a manager served me and decided I didn't need a receipt despite one of his staff nudging him to remind him!
Second time, I returned a leaky bladder using the receipt for a camelbak bag/bladder costing about £45. Dopey Halfords employee swapped the bladder and refunded the difference on the receipt. Didn't notice at the time as I was buying some other stuff, but realised afterwards that it subsidised the other stuff by about £25 🙂
wiggle were awesome at replacing my warranty bladder earlier this year. I'd previously gone off them due to courier issues but they've gone up in my estimation again.
Only you would complain about getting a brand new replacement bladder!
I'm not complaining about that at all - well done Zyro! I'm complaining about the hoops you have to jump through to get a warranty replacement, bearing in mind it says "LIFETIME WARRANTY" in big letters on the front.
TBH i doubt they would have much more than a std 1 year warranty for manufacturing defects anyway.
there is no qualification in the small print, which only warns about a choking hazard for under 5s
But how can they tell the difference between someone who has lost their receipt and someone who has actually stolen it?
what do you suppose is the level of Camelbak theft ? Sufficient that all legal owners should be inconvenienced in their warranty claims ?