Lowepros Warranty

Dogdots

My camera bag tore and I contacted Lowepro about it a few months ago by email, but received no response. Yesterday I called them about it. Only response was ... "What is your email address". I asked a question and the only response was ... "The information is in the email". So....the email says I'm to mail my camera bag to them and they will take a look at it and decide what will be done.

Has anyone every dealt with Lowepro when a bag ripped and needed to be fixed? Is their warranty service good? I know their customer service on the phone was really lacking, terrible and rude. My bag will be shipped to them at my "expense" ... will I ever be seen again? I don't mind paying the shipping on it if I get it back fixed, if they send me out a new one or if they return my bag telling me...tuff luck. I don't want to ship it to them and never see it again.

After my phone conversation with them I'm really hesitant dealing with Lowepro. Bothers me too..since I really like their products.

I've attached a photo of the tear. Sits right at the top of the inside of the lid. How it tore there is a mystery to me, but it did. It's a Mini Trekker AW.

Sam

Mary,

How old is your LowPro bag? It's hard to see exactly where the tear is. Do you routinely over stuff the bag? It there anything in the bag that could abrade the material? If for example you carry a tripod head or other metal object in that zippered pouch it could slide / move back and forth while you walk.

Did you notice any small tear starting or did it just show as photographed?

The request for you to send the bag to them for inspection is in accordance with their written warranty.

Customer service statement:

You count on your gear not to fail, and we pride ourselves on providing products that meet – and surpass – your expectations. Our unwavering commitment to excellence begins by listening to you.
Your ideas and our passion for innovation bring our break-through products to life. And when you have questions or need assistance, we’re here to help. Our commitment to quality and innovation is equaled by our commitment to you, our customers.

You could find an high ranking individual (CEO) within Lowpro and let them know that they are failing miserably in meeting their stated customer service goals, and this customer service rudeness and failure generates a sincere mistrust that LowPro will objectivity evaluate your damaged bag.

Send them a link to this forum, and keep us posted!!

Many of us own Lowpro products and would hope that they will stand behind their products.

Sam

Art Scott

I went back into my files and found that AI had started a dialogue thru the online contact us form with LowePro and that I kept getting a Maury Cohen replying and that
I finally just decided to write directly to him with questions.....and never had a problem.......

his info.............

Mr. Maury Cohen

Product Specialist - Lowepro US

1003 Gravenstein Hwy. North, Ste. 200

Sebastopol, CA 95472

Ph. Direct (707) 827-4073

Toll free (800) 800-5693 x 4073


When you mail the backpack in send it as registered mail so it has to be signed for......that way they cannot say it did not arrive...or they have no record of it.
No matter how HONEST a company is.......any company with many employees ...there is usually at least 1 rotting apple

Dogdots

Hi Sam and Art ---

Here are what I hope are better photos to help show where the tear is located. My bag was purchase August of 2007.

My bag can't/shouldn't be over packed because I can still carry it I don't like heavy bags so I have another one too that holds gear along with a 40d and a lens. Only thing that goes in the bag that has weight is my 70-300 and my 10-22 lenses along with a 40d with a lens on or off. Shouldn't be an issue there as this bag can hold a lot more even tho I understand one would not want to over pack...something I don't do. Makes it to hard for quick access to things and would make it to heavy to carry. Never attached a tripod to it...my hubby carries that

As for Maury Cohen -- that's who sent me the email (at least his name is one it) and I think is the person I talked to on the phone if I remember correctly.

Here is the email I received from Lowepro:

Dear Mary,
Our limited consumer warranty covers defects in materials and workmanship; excluding normal wear in extended use (such as fabric abrasion and some forms of zipper wear).

Please send your Mini Trekker AW to the address below for a closer inspection, including a note describing the problem; along with your daytime phone, e-mail address, the approximate date of purchase, and a street address for return shipping. We’ll contact you if there are any questions or charges involved. We usually have these replacement orders entered within 3-6 business days and replacements ship from our Chicago warehouse with a shipping time of 2-6 days (depending on your location).

In cases involving discontinued models we’ll replace your product with the most similar currently available product of similar value.

Be sure to go through all the pockets and remove your property and any tags or locks you may have attached to the exterior. It’s likely your product will be replaced rather than repaired. There are lots of hiding places in our products and we cannot be responsible for searching through your pack to locate small items.

We recommend using a shipping method that can be tracked or delivery confirmed for your own protection.

[FONT=&quot]Maury Cohen[/FONT][FONT=&quot], [/FONT][FONT=&quot]Product Specialist – Daymen US & LA[/FONT]
[FONT=&quot] <wbr> <wbr> [/FONT]
[FONT=&quot]Lowepro/Day[/FONT][FONT=&quot]Me[/FONT][FONT=&quot]n [/FONT][FONT=&quot]US[/FONT][FONT=&quot] - [/FONT][FONT=&quot]R[/FONT][FONT=&quot]ETU[/FONT][FONT=&quot]R[/FONT][FONT=&quot]NS[/FONT]
[FONT=&quot]1003 Gravenstein Highway North, Suite 200[/FONT]
[FONT=&quot]Sebastopol[/FONT][FONT=&quot], [/FONT][FONT=&quot]CA[/FONT][FONT=&quot] [/FONT][FONT=&quot]95472[/FONT]


Guess all I can do is send it in and hope for the best.

Icebear

Don't get me wrong. I like LowePro stuff. Think it's generally a great value and bomber. That being said, I don't think the stitching on your pack should have pulled out there. Looks like there wasn't enough seam allowance. But have a look at the handle on my CompuTrekkerAW and tell me if Quality Control was asleep at the switch . . . I decided it wasn't worth sending back and having to do without the bag. Usually it's on my back and not being carried by this handle anyway.

Dogdots

Icebear wrote: »

Don't get me wrong. I like LowePro stuff. Think it's generally a great value and bomber. That being said, I don't think the stitching on your pack should have pulled out there. Looks like there wasn't enough seam allowance. But have a look at the handle on my CompuTrekkerAW and tell me if Quality Control was asleep at the switch . . . I decided it wasn't worth sending back and having to do without the bag. Usually it's on my back and not being carried by this handle anyway.

How could they miss that

I'm sending in my bag on Monday...thinking I'll either be charged for them to send it back to me saying "It was my fault" Or they'll send me a new one. I feel like I'm taking a gamble on this one, but if they don't send me a new one...I'll really rethink my purchase of Lowepro products again.

Icebear

Well, your photos don't show a beat-all-to-hell bag, so I'm optimistic for you!
And, let's be fair . . . whycum I didn't see that handle when I bought it ??? D'oh.

Dogdots

Icebear wrote: »

Well, your photos don't show a beat-all-to-hell bag, so I'm optimistic for you!
And, let's be fair . . . whycum I didn't see that handle when I bought it ??? D'oh.

Yeah mine isn't beat up. It's used mostly for storing the piddly stuff and sits in the car. Been on my back once I think.

I'll keep you all posted on how it turns out

Ed911

You shouldn't have a problem with your LowPro bag with what little gear you are carrying. Ive had the LP Micro Trekker, a smaller version of the mini that you have...packed it everywhere for the past 5 or 6 years and stuffed it with everything I could get in it and haven't had any noticeable wear problems. And, I use it daily. You probably had a bad seam...it doesn't appear that, that would be a stress point, since the load would usually be on the opposite end away from the tear as has been said before.

Let us know how you fair with Lowpro.

Hmmm...they may or may not replace the bag...once it's out of warranty...

Dogdots

Ed911 wrote: »

You shouldn't have a problem with your LowPro bag with what little gear you are carrying. Ive had the LP Micro Trekker, a smaller version of the mini that you have...packed it everywhere for the past 5 or 6 years and stuffed it with everything I could get in it and haven't had any noticeable wear problems. And, I use it daily. You probably had a bad seam...it doesn't appear that, that would be a stress point, since the load would usually be on the opposite end away from the tear as has been said before.

Let us know how you fair with Lowpro.

Hmmm...they may or may not replace the bag...once it's out of warranty...

I'm thinking it might be a bad seam too. As for warranty...the site says it's as long as the original purchaser owns the bag. That be me

I'll keep you posted.

Dogdots

Update on my camera bag.....

Just checked the tracking # on my camera bag to see if it had arrived to it's destination and it had. Also received a phone call from Maury too today...they are sending me out a new bag -- only a different one. I checked it out and it should work just fine. Lowepro stood by their product ... that's great!!!!



Email I received today:

We received your pack and are going to replace it under warranty.
The current incarnation of this model, which we’ll replace it with, is called the Pro Runner 300 AW.

You should receive the new pack within 6-10 business days.

Icebear

That's encouraging. I've also been a fan of Lowe Alpine. Same outfit, but different emphasis.

Dogdots

Icebear wrote: »

That's encouraging. I've also been a fan of Lowe Alpine. Same outfit, but different emphasis.

It was encouraging...I just didn't know, but happy with the results

Never heard of Lowe Alpine. I'll have to check it out.

Art Scott

clapclapclapclapclapbowbowbowbarb

Fantastic!!!!!!

Dogdots

Art Scott wrote: »

clapclapclapclapclapbowbowbowbarb

Fantastic!!!!!!

Yep it is

Sam

Good to hear!!!!

Now if my lowPro will only tear.........rofl

Sam

Dogdots

Sam wrote: »

Good to hear!!!!

Now if my lowPro will only tear.........rofl

Sam

I was really surprised it happened. Not a clue how it happened tho. They are sewn/built so good.

BradfordBenn

So overall if you were talking to someone about a new bag, would you recommend LowePro? My current bag is overflowing....

Dogdots

BradfordBenn wrote: »

So overall if you were talking to someone about a new bag, would you recommend LowePro? My current bag is overflowing....

Yes I would recommend a Lowepro bag in a heartbeat in the future just like I've recommended them in the past. I love their bags...they're tough. My outside looked really good for all the dirt/gravel it's laid on. If it got muddy I just let it dry and brush it off. Looks like new.

My tear was a fluke as to where it happened. Companies can say they stand by their products and don't. Lowepro did. I was surprised and very pleased. For Maury to call me the day they received my product to let me know it was received and would be replaced -- that's something I've never had happen to me when dealing with a company. I called him back and told him I accept the choice they made in the replacement. Then I emailed him to let him know I didn't want the black/green one Within 20 mins he emailed me back letting me know he ordered me the all black one.

I've never seen a company take care of a problem in a day. My new bag will be here probably by the end of next week

BradfordBenn

Thanks. Plotting next biz trip....