Klim gear warranty claims

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timtune

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After the first rain test a few weeks ago (about a half hour ride in moderate rain) my butt was damp.
Pants are supposed to be "waterproof". When I spoke to the Klim CSR she said they're goretex and supposed to be waterproof so I should not have experienced the dampness. She then explained the warranty process and how I need to mail them back.

Anyone been down this road with Klim before?
 
Am I screwed??
I melted a small spot at the bottom of the pants on the cuff - with feet on the hiway pegs it's close to the pipe - Had the squeeze sew a small leather patch there so it's not a problem.


The following items will void the lifetime warranty of the product even if the issue is unrelated to these damages:

  • Rips, tears, cuts
  • Burns, abrasions
  • Accidents, crashes
  • Improper Care, negligence
  • Normal wear and tear
  • Modifications, alterations


Are they guys fair to deal with or will they look for any out??
 
timtune said:
Am I screwed??
I melted a small spot at the bottom of the pants on the cuff - with feet on the hiway pegs it's close to the pipe - Had the squeeze sew a small leather patch there so it's not a problem.


The following items will void the lifetime warranty of the product even if the issue is unrelated to these damages:

  • Rips, tears, cuts
  • Burns, abrasions
  • Accidents, crashes
  • Improper Care, negligence
  • Normal wear and tear
  • Modifications, alterations


Are they guys fair to deal with or will they look for any out??
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I would hope that since your problem and your patch are far apart, they are reasonable and fair. I haven't dealt with Klim warranty. Goretex also has some kind of weird overrider warranty. If Klim is being annoying, you can sic Gore on them.
 
Ok so I submitted the claim including a note and photo of my patch. Time to put the Klim ethics to a test.
 
timtune said:
Ok so I submitted the claim including a note and photo of my patch. Time to put the Klim ethics to a test.
Click to expand...
FWIW, my kid had a pair of Blundstones (given by a friend). Visually in perfect shape. Both of the soles fell off one day (and because it's a small kid, one was lost). Blundstone said that wasn't a manufacturing defect and their lifetime warranty did not apply. F those guys. I will never give them any money. Charge $200 for kids boots that literally fall apart and they tell you to f off.
 
Any reasonable person would conclude your issue and the repair were not related and should not impact the warranty issue.

That said, many companies look for a loophole to avoid liability and cost, so maybe let us know how it turns out.
 
timtune said:
After the first rain test a few weeks ago (about a half hour ride in moderate rain) my butt was damp.
She then explained the warranty process and how I need to mail them back.

Anyone been down this road with Klim before?
Click to expand...
Same thing when I first bought my KLIM Latitude jacket and pants in 2016 that I still wear to this day. The crotch got damp/wet.

Of course you need to mail them back. I did and they send me a new pair ultra fast.
 
This email bounced back almost as soon as I sent it.

This piece does not qualify for a leakage test due to the damage in the following areas:
  • Home repair that has compromised the Gore-Tex fabric
We can offer a paid repair, but your item could still leak.

So I dialed up the courtesy meter to 11 and made a call. The CSR put me on hold for about 8 minutes, then came back and said he needed to talk to his manager and would call back in 2 hours- that sounded better than a curt dismissal.

2 hours later "Sorry I talked to my manager and the warranty manager you may have compromised them we can't fix them"
When he couldn't tell me how burning a cuff could effect the seat of the pants it was time to Karen up. Could I talk to the Warranty manager?. "He doesn't take calls" (pretty convenient)
Could I talk to your manager? "Sure!"

His manager was reluctant to help, but was struggling with the answer to how the cuffs effect the seat. THEN he asked what I ride. One thing I can do is hold up my end of the conversation and if the topic is bikes even better. Turns out he owns an Orange bike and likes to ride the back country. Thinking the longer we talked bikes the better chance I had, I was in no rush to end the call.

When we circled back to "So how can you help me out" things were better. I'ved got a warranty case set up with Gore-tex. For Canadian claims everything goes to Gore-tex (out west - BC?) for evaluation. If they deem the pants to be leaking they'll be replaced.

So overall I 'd say they passed.
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