-- Last Updated: Nov-27-13 4:42 PM EST --
I had an older Exped mat that I've used from the BWCAW to Ozark gravel bars for about 10 years. Exped carries a 5 year warranty on pads (2 years for UL models). This past Fall Ozark Rendezvous, after about a decade of service, it "Let us down" for the first time. That's o.k., we got a lot of use. But one of my friends told me to contact Exped, which I did. Even though it was WELL past warranty, they told me to send it in and they would see if they could help. So, last week I put it in the mail. Today, I received the following E-mail:
"Thank you for sending your mat in for repair. Unfortunately, we are unable to repair the mat as the material has developed hundreds of microholes. This is not anything user caused, and it is something we cover under warranty.
The mat you sent in was a SIM Light ComfortFoam 9 DLX. This mat is no longer in our lineup so I will need to replace it with something else. The most comparable mat, would be the SynMat 9 LW. A link to the mat is below.
Please let me know if the mat above will work as a replacement and I'll get it on the way.
Have a great holiday!
Nick Swan / Customer Service Specialist"
Wow, what great service. Besides having the most comfortable pads on the market IMHO, they have superb customer service. I've been "Eyeing" our friend's Exped Andromeda tent for the last few years, and this experience just tipped the scales in Exped's favor; proving that a few extra bucks for excellent gear from a company that stands behind their gear is well worth it!
You'all have a "Happy Thanksgiving!"
Touring Kayak Paddles
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Posted by: tjalmy on Nov-27-13 8:25 PM (EST)
thanks for sharing that. I like to know which companies go the extra mile for their customers.
Posted by: toesnorth on Nov-27-13 8:29 PM (EST)
Probably the best customer service I've experienced over many years and many products.
Posted by: PamThePaddler on Nov-28-13 10:18 AM (EST)
Rob and I have had the same experience. We had a pad that they replaced and our first tent the Andromeda 2 we had a zipper issue on the inside of the tent and they ended up replacing the whole tent. Nice to see a company that stands behind their product. Terry, as you know we own three Exped tents and I don't think Rob will ever buy anything else, not that we'll have to buy a tent anytime soon as they will last! I think Rob would be a spokesperson for free, we both sing their praises. I highly recommend Exped to anyone!
They are the best|
Posted by: alexsidles on Dec-15-13 1:23 AM (EST)
I, too, had a top notch customer service experience with Exped. I popped one of their mats while stress testing a newly-applied patch in a tub of hot water: in other words, I abused their mattress until it broke. They sent a replacement out for free even after I explained what I'd done. They are a great company. I now own two of their mats and recommend them to friends and family.
Just Received it Today|
Posted by: wildernesswebb on Dec-16-13 7:28 PM (EST)
Exped Synmat 9 LW. Packs down to about 1/3 the size of the old one. Still shaking my head at the great customer service!
Posted by: davbart on Dec-17-13 9:01 AM (EST)
I missed this thread the first time.
Posted by: sloopsailor on Jan-08-14 8:32 PM (EST)
Best pr they can do. My next pad will now be one of theirs. Nice to hear positive stories about companies for a change.
Posted by: michaelcrouse on Jan-08-14 7:17 PM (EST)
Just sent back 2 DAMs that had slow leaks and got two new DAMs in mail, wow! I already have an Exped tent but now I'm seeing what else they make.