In praise of Osprey customer service

It’s common to read of poor customer service on here, so I thought it would be nice to share a good experience. I have a small Osprey Stratos hillwalking rucksack/daysack that I’ve had for at least 10 years, probably more like 12.

It’s my favourite bit of hill walking kit as the design and features are so well thought out, it’s very comfortable to carry, robust and durable. It has been absolutely hammered in that time with many, many days in the hills.

One of the buckles broke recently, and they sent me a replacement FOC, even though I don’t have a receipt and I can’t remember where or even when I bought it!

They offer a lifetime warranty on all their rucksacks. In the unlikely event mine dies before I do, I won’t look beyond Osprey for it’s replacement.

Small gesture, it’s just a bit of plastic after all, but it’s put a smile on my face.

Indeed, I had very good service from them as well

I have one of theri MTB packs (Raptor 10 I think?) and a lightweight hiking pack. The material quality, workmanship, and attention to detail is way above anything else I’ve owned, including Camelbak. Great company, great products.

Unless, like me you are a sweaty monster and the zips get “salted up” by sweat and stop working,  then they don’t want to know!

Still bought another one because they are generally well thought out, comfortable and good quality.

That seems fair enough, if you sweat that much surely you should be washing the bag more frequently?

same here; OSPREY supported me for spares always.

I have a new Camelbak MULE EVO; absolutely shite quality.

Unless, like me you are a sweaty monster and the zips get “salted up” by sweat and stop working,  then they don’t want to know!

I had that on hip pockets.  GT85 and slowly getting them moving again before putting it through a wash sorted mine.

I’ve mentioned this before on here, but I accidentally melted a clip and strap. The bag got pushed against a heater. I asked Osprey if the strap could be replaced and they sent me a replacement pack. Outstanding service for something that was entirely my fault.

I have also had excellent service from Osprey.

I have a 12 year old Osprey Raptor 14.

It’s had seam repairs and a new, FoC, buckle. I will certainly buy from them again :o)