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I bought an Alpkit jacket last spring. It's developed a fault in that the zip bursts open making it a pain in the hoop to unzip / take the jacket off.
I dropped the jacket off at the shop and the assistant commented that he had seen a few like these and they'd get their repair person to take a look at it.
Heard back today and they can see damage to the zip, have confirmed the jacket is within warranty period, but as they've managed to zip the jacket up without the zip immediately coming undone, they will not replace the zip unless I pay £60.
Am I right to feel fairly peeved at this?
I have had good experiences from Alpkit with repairs with jeans getting replaced and repaired within the warranty period. Also paid for a repair outside the warranty period. In your case is it a fault or damage? That might be the difference.
When exactly did you buy it*, and is the damage to the zip likely to be a manufacturing issue or fat fingers on your part?
*I imagine you're just outside the six-month period where the burden is on the manufacturer to prove the fault is down to you...
Must admit I've been dissapointed in my dealings with them especially as others seem to rave about what a fantastic company they are.
I bought one of their jet boil type things and it rusted inside after just a few uses. I sent pictures showing the rust, got a fairly snotty response which seemed to imply I was lying and it couldn't possibly be rust.
After a bit of back and forth they reluctantly agreed that if I paid to send it back they might have a look at it. I really couldn't be bothered msinly as I had no confidence they would do anything about it so bought a planet x one which has been much better!
I've been left with the impression that it's a company that's begun to believe it's own hype and is now keener on doing share issues and expanding so the owners can make a tidy sum by selling it off.
Alpkit make a lot about their "Alpine Bond"
"If one of our products does not meet your expectations upon delivery, or if during its lifetime does not live up to the demands placed upon it, please return it to us for repair, replacement or refund. If the problem is our fault then we will do this to your satisfaction. If it’s your fault then we will help out the best we can"
Please PM me and I can provide you with a contact email address of the managing director, he has stepped in a couple of times when I have had challenging customer service issues.