Osprey Packs’ “All Mighty Guarantee”

My Osprey Kestrel 48 has been my primary pack for about two years now and I couldn’t be more pleased with the pack’s performance.  Overall, the pack is lightweight, comfortable, and durable.  Each and every feature is well thought out and designed for years of real world use.  What more can you ask for from your gear?  Well, I guess you could ask for the manufacturer to stand by their product.  Never fear, Osprey does just that!

Lately, I have been taking a more minimalist approach to hiking and have been going out with less and less gear.  This means that the Kestrel has been spending more time in the closet because it is just too big for my weekend hikes.  I pulled it out a few weeks ago to compare it to my newest pack, an Osprey Manta 30.  (Yeah, I like Osprey packs that much!  I’ll post a review later.)  During my inspection, I noticed that one of the chest buckles was cracked.  It still clipped together but it was only a matter of time before it failed completely.  Hmm, I could duct tape it, or….  Time to test Osprey’s “All Might Guarantee”!

I went to the Osprey website, clicked the guarantee link, and found a Parts Request Form.  I figured I didn’t need to send the whole pack back so I filled out the form, attached a photo of the part, and hit send.  I didn’t know what to expect.  Most companies seem to take weeks to respond to web requests, so I expected it would be a while before I heard anything and that I’d have to follow up at least once.  What actually happened is that I submitted the request on Thursday night, received an email on Friday approving the parts request, and then received the new chest strap the following Tuesday.  Wow, that’s less than five days from request to parts in hand!
Admittedly this is just one data point, but if my experience is typical of how Osprey treats all of their warranty requests then they are well above average in customer service.  I like everything about my Osprey packs and their guarantee is one more reason you should consider them if you are in the market for a new pack.  All in all, Osprey gets two thumbs up from the Desert Dog for their “All Mighty Guarantee”!

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Filed Under: BackpacksFeaturedGearGear Reviews

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About the Author: Tucson, AZ Realtor & Investor. My true passions however are hiking and whisky (although generally not at the same time). If you have a question about any of these just drop me a line!

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