Thread: Patagoina and the Guarantee..

So the left pocket zipper on my patagonia shell broke. It literally came right off. I know they have a great guarantee policy but was wondering what people's experiences are with it. Basically, I heard sometimes they will just let you walk out with a new jacket, other times they will have it sent out to be fixed. I can't afford to have the jacket gone for two weeks because it's cold and I wear this thing everyday. Do you think they will hook it up with a new one? The jacket is few years old, but this is obviously a manufacturing problem..no rips or anything like that..

I would think that exchanging it would be up to the retailer that you bought it from. Chances are good that wherever you bought it from would likely exchange it for you being that its easy for them to get their money back from patagonia. I can say that patagonia is the quickest when it comes to repairing your gear and getting it back to you.

2 years old could go either way. Zippers are notorious for busting. Their site says could be closer to 3 weeks for repair. I'd give 'em a call at 1.800.638.6464. Might also check with a local shop for an estimate on them putting a new zipper in. Might be less than you think, and only a day or two turnaround...

I have tons of Patagucci, but rarely have problems since the stuff is pretty damn good. That being said I have had it go both ways. Sometimes they will just give you a new item, and other times they send it for repair. Take it to where you bought it and see. If they want to send it for repair just wait until the season if over if you can get by with the broken zipper. It wouldn't hurt to plead that you desperately need the jacket. Here in Ventura (home of Yvon), they would likely just give you store credit to pick out something else.

Got it as a present, but I think they got it right from the patagonia store. I was going to stop in the Boston store after work,and see what's up but I wondered if anyone had ever gone into there and had a similar situation.

I bought the micro puff in feb of this year. the zipper partially ripped out within a month and I kept wearing it only to find that now its ski season and i need a new jacket. I went into the patagonia store where I bought it and they swapped it out for a rubicon rider for free.

Its good stuff!

IMO they have the best warranty program in the business. Whether you get a new jacket from them or they fix it, Patagonia does their customers right

Patagucci........LOL

Take it to a Patagonia store and they will most likely give you a new jacket - explain that you can't be without it if it looks like they will repair it. If you take it to a retailer that happens to carry Patagonia, then most likely it will be sent for repair as they do not want to give up inventory and wait for reimbursement from Patagonia.

I have more patagonia than i know what to do with and every single time i have had a problem it has been a replacement on the spot; no matter how old the item is.

Good luck.

Funny, just yesterday I sent a four year old (or more??) jacket in that had a blown pit zipper. Obviously, I am hoping they just give me a $350 credit but honestly, I bet they'll just repair it.

We'll see.

Higher chance you get some type of credit

PATAGONIA for life! Walked in with a broken primo.. walked out with a brand new powder bowl!! Thank you Patagucci!

Ive always had good luck with the big P, please your case (and bring a 6er). Ive had amazing luck/dealings with OR (outdoor research) they by far have the best customer service outa any outdoor company Ive ever used. Im an OR whore for life now...

I've had a few broken zippers and waterproof seam tape coming off (not just a little, a lot), and have always sent the item to their repair center in Reno. Always wrote a note requesting a repair and saying 'please advise if you can not repair it'. One or two items I didn't think they would be fix but they did. I'm impressed with their resourcefulness in difficult or unique repair jobs.

I must mention too that the zippers on this powder bowl look bomb proof. Pails in comparison to the zippers on my primo.

I have had nothing but positive experience with Patagonia repairs/warranty. I have had a number of items repaired free of charge and it was generally something I had done/was my fault. My most recent was with some five year old waders that started to leak. All waders eventually leak and I was expecting them to say there was nothing they could do. They did say they could not repair them but they sent me a new pair of my choice. I was extremely impressed and they have definitely recouped the cost with me buying other Patagonia clothing. Great company that stands behind their stuff...

Had a shell (Ice something?) where the pocket zips kept failing (lost my GPS once because it fell out). Took it to the Patagonia store in Portland, and they said pick out any jacket I wanted since the one I had was discontinued. They didn't have anything I liked, and I needed it for the rest of the season. They said no problem, keep using it and bring it back in the spring for store credit. Brought it back that spring, and they gave me store credit for the full retail price of the jacket, no questions asked (I didn't have a receipt and did not buy it there).

As a side note, that was in 2003, and I tucked away that store credit and forgot about it. When I moved out to SLC, I found the old store credit receipt while I was cleaning out my files. The print was hardly readable anymore, but I took to the outlet store out here, and they accepted it without any issue.

Bottom line: They have amazing customer service and will hook you up any way they can. Just go in with a friendly attitude, explain what would help you out, and I bet they'll do just that.

Originally Posted by connersw

Bottom line: They have amazing customer service and will hook you up any way they can. Just go in with a friendly attitude, explain what would help you out, and I bet they'll do just that.

Amen to that.. honestly, I will never buy from any other brand because of how they treated me.. that and their gear is top notch..

Tell them the scenario. Patagonia has amazing warranty. They will also give you cash credit for original purchase price at full MSRP if the line has been discontinued.. which means that if yr 4 year old 2.5 layer delaminates, you get a much better new one with the recent drop in price points. Good company. I try and buy them whenever possible.

I met a guy on a paddle trip who told me he made a practise of buying used patagonia specificaly to return it for new stuff

on that same paddling trip he tried a river he shouldnt have been on and ended up taking a kayak in the mouth ...I think buddy was over drawn at the karma bank