Had a clip fail on my 13 year old Ospery Flap Jack Courier.
Contacted them to try and buy a spare, and they sent me a couple of new ones for free.
Doesn't take much for good customer service, but I know who i'll be buying my next rucksack from.
I had similar experience with Osprey a few years ago. A toggle on my several-years-old hip pack broke. I enquired about buying a replacement and they sent me a couple FoC.
I have since bought several Osprey products.
A mate recently enquired about them repairing a backpack he's been using on pretty much every ride he's done in the last 8 years or so (I'm not sure exactly what was damaged on it), they told him to send it back and they would see if a repair was feasible. A week later a parcel turned up in the post with a note saying sorry but they couldn't repair it, so here's a new pack free of charge
Yep, replaced a seven odd year old reservoir with a brand new one when the welded join between bladder and tune junction failed. Really good.
Yep their ace, contacted them a couple of times to buy spares, and they just sent me new parts.
Used their customer service twice and both times they have been excellent, been oldish backpacks with broken buckles and each time a couple of replacements have been posted out FOC.
Similar story with a buckle here
Mrs Vlad had an old Osprey backpack with a mesh outer pocket which got ripped. She called them up to ask whether they could repair it but they just sent her a brand new rucksack instead! 👍
just like Giant then
Yeah I had mine repaired once already and then when I sent it the second time they gave me a new bag instead.
They are crazy expensive now though so you're paying for the service.
I get that I am ultimately paying for it in the purchase price, but I'm happy knowing that if it breaks I can get a spare part without issue.
My son has their "Rook" rucksack that was a lot of money and is guaranteed to need a buckle at some time because it gets used a lot. Glad that we paid the extra for it though.
They are crazy expensive now though so you're paying for the service.
Frequently pop up on Sport Pursuit at around 50% of retail, at which point they become much more affordable. They're also, ime, pretty robust, bar the stretch mesh pockets on stuff like Talons which tends to degrade and tear if it snags on something sharp.
The other pure pack brand I rate is Lowe Alpine, they also design the Rab pack range, basically the same company. The latest Rab equivalent of a Talon is really good, like a Talon but with a better, more ergonomically-shaped back system/panel.
It’s a very competitive market. They don’t want you to think about going to their competition.
They are crazy expensive now though so you're paying for the service.
What BWD said, I love my pack but I wasn't paying £130 for my Osprey Mens Syncro, but £65 from SP was just fine.
They also are one of the few pack companies doing the AirSpeed trampoline suspended mesh backsystem which I have always rated, as it can't get soaked with sweat like the cushioned versions do (vaude and Lower alpine also use it)