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Sent back a 9 year old thermarest sleeping mat that had de-laminated. 10 days later I got a brand new replacement through the post! Even better, it's 300 grams lighter than the old one - guess things have moved on in 9 years. This is the second time I've had one replaced under their life time warranty. First one was about 16 years ago. Also had replaced a platyplus bladder - made by the same company.
That's what I call customer service!!
Nice to hear! I believe that their lifetime guarantee covers you worldwide, wherever you are - you don't have to deal with them in country of purchase.
Nice to see good customer service. If I was considering a new mat I'd consider paying the Thermarest premium on the basis that it's a one time purchase. Any need for receipt? Or do they just accept any failed Thermarest for a swap.
In our case the latter.
This was explained very clearly when we cleaned out 2 weeks worth of food tokens by the shop and by cascade on enail after our alpkit mats let us down 2 weeks into a 6 month tour.....
We only had to use it once ......we have bought no other sleep mats since. Always thermarest as they stand by it.
They came to your shop and talked to you for two weeks?!? Amazing! 🙂
They came to your shop and talked to you for two weeks?!? Amazing! 🙂
No; it took weeks for them to understand what trail_rat was saying and to then get a word in themselves... 😆
The cynic in me says they can afford to do this because the mats are cheap as chips to make. Ergo the RRP must include a massive mark up.
Possibly Spin. However I have a Decathlon rucksack that is version 3, having been swapped twice due to (YKK) zip failure. The bag was cheap in the sale originally....
hm, looks at old thermarest - the heavy bulky one - and wills it to be repaired 🙂
Bought a Thermarest ultralite 3/4 in 1994. Fixed its first puncture this summer, still going. I was 19 when I bought it, this year my daughter slept on it!
That's good advert material. I wonder if I have a picture of it from 1994?
No receipt needed for the warranty claim, just send the mat back.