During my recent travel with my Rucksack, I noticed one of the little flaps that the straps attach to is half ripped-out at the seam...Snipped text (Click to show)
a little disappointing in a $265 backpack after 1 year of light use. My LL Bean rucksack is over 10 years old and I've loaded it up with +80 pounds on multiple occasions, with nary a loose thread. Anyway, time to try out the Filson guarantee and see what the premium I'm paying for a Filson product gets me.
I went to the Filson store in Portland yesterday, and said I needed a repair. The employee first asked if I had called customer service and then told me they don't do repairs on site... OK... I hadn't called CS because I figured it'd be better/easier to just go to the very store I purchased the damn thing. After I received some blank stares, I asked if they could ship it to be repaired for me at least, which they reluctantly took down my info and processed for me. Then I was told Filson will contact me directly to handle the claim and if I owe anything for repairs. We'll see what happens next, but so far I am less than thrilled with this purchase.
My other complaint is even with the shoulder pads I purchased from Filson, the thing is still so damn uncomfortable on the shoulders. Whomever said Filson is a fashion-piece more than functional, nailed it. I believed the domestic origins and customer service commanded the premium, but so far I am underwhelmed; maybe I expect too much.
UPDATE: I emailed Filson today asking if there were any updates, as I had not heard and took my rucksack to the Portland store over a week ago. I got a call same-day, telling me it will be covered under warranty @no-cost, and should be completed by the end of the week.
Great customer service! So far, all the American companies I've dealt with eventually came through with great service.