Kudos to Jansport

terces · #1 (**permalink**) 10-03-2009, 11:14 PM

Recently ds broke the zipper on his Jansport backpack he's had for years. Its one of those nice big ones that he jams with books everyday for school. While searching for a replacement online I read that Jansport offers a lifetime warranty on defects...yada yada. However on their website they went on to say that "while zipper failure is usually due to normal wear and tear, we will repair or replace any pack that has contracted "zipper disease". Please send your pack to our warranty service center."

I took the chance and sent the backpack in to their warranty dept and received a postcard today stating that the backpack will be home soon better than ever. Repaired or replaced.. either way I'm ecstatic. A brand new one of the same kind would have set me back $100.

I'll buy Jansport backpacks from now on.

JourneyCC · #2 (**permalink**) 10-04-2009, 06:01 AM

About 7yrs ago, I had a well made Jansport backpack (suede on the bottom kind). I had that thing for 8yrs used full-time in highschool and my undergrad degree, whenthe zipper broke. I called their customer service up, explained, told them how old the backpack was and that I LOVED this pack, was willing to pay for a new replica if they had any stashed away in the exact color. They told me to mail it in, with a letter and state what I wanted. I complied. In return they mailed me an identical pack (slightly different shade of red) for FREE! FREE! I'd worn the pack out over 8yrs and they gave me another free! Now, that's the customer service that has made me buy all my children and my subsequent pack purchases in brand name Jansport!

kork13 · #3 (**permalink**) 10-04-2009, 07:02 AM

cool stories... every so often people will post here about really positive customer service experiences, and invariably my conclusion is the same: good customer service is just as important (perhaps even more important?) as the quality of the product when it comes to building customer loyalty. Just an idle thought, but stories like this always remind me of it.

disneysteve · #4 (**permalink**) 10-04-2009, 07:12 AM

L.L. Bean also has a lifetime guarantee. We bought DD a backpack there 3-4 years ago. About 2 years later, one of the straps broke. We took it back and they replaced it free of charge, no questions asked.

skydivingchic · #5 (**permalink**) 10-04-2009, 07:14 AM

DBF has a Jansport pack as well. Not sure how many years exactly, but he has had it as long as we've been together, so at least 13 years. Its been used and abused. He loves the pack and Jansport has twice replaced the zipper for free and returned it to him. Last time he sent it in they also did a few other minor repairs without being asked - just saw it needed done and did it. Great customer service indeed.

FrugalFish · #6 (**permalink**) 10-04-2009, 08:16 AM

DH has an Eastpak that he carries to and from work (and all over the hills and mountains). Eastpak no longer exists in the US (he's had it for many years) but they became one with Jansport. When the zipper broke last year, and it was still in pretty good shape otherwise, Jansport told us to send it in. DH did not want a replacement pack, he's rather attached to this one. He did not even want a brand new one that was identical, and I think Jansport even addresses that phenomenon on their website- that some people would rather have their old broken pack than a shiny new one with no history.

I couldn't believe how quick the turn around was on the backpack repair, and they replaced the straps as well as the zipper because they had begun to fray where they attached to the pack. They also put new little cord pulls on all the zippers

It was truly a fantastic experience in a world where so few companies take care of their customers. We are customers for life too.

terces · #7 (**permalink**) 10-04-2009, 09:10 AM

I think about how many cheap Walmart backpacks we have gone through...never again.

creditcardfree · #8 (**permalink**) 10-04-2009, 09:44 AM

Thanks for the information. I think my daughter's backpack is a Jansport...so far no problems.

Land's End also guarantees their items. I returned a couch cover last year that I had bought on clearance at least 5 years before. Yes.. I used it. In the end, I decided it never really worked right. I sent it back and was given over $100 in merchandise credit! I didn't have my original receipt. Land's End doesn't even sell slipcovers any longer. Amazing service and above and beyond what is necessary.

Many Sears stores carry some Land's End items. Catalog items can be returned to Sears for a refund if the item isn't right. Very convenient way to avoid further shipping costs.

irmanator · #9 (**permalink**) 10-04-2009, 02:25 PM

We have had they same thing with ll bean backpack. They gave me a brand new one with a free pencil case and refunded my shipping cost.

disneysteve · #10 (**permalink**) 10-04-2009, 03:44 PM

Quote:

Originally Posted by FrugalFish

DH has an Eastpak that he carries to and from work (and all over the hills and mountains). Eastpak no longer exists in the US (he's had it for many years) but they became one with Jansport. When the zipper broke last year, and it was still in pretty good shape otherwise, Jansport told us to send it in. DH did not want a replacement pack, he's rather attached to this one. He did not even want a brand new one that was identical, and I think Jansport even addresses that phenomenon on their website- that some people would rather have their old broken pack than a shiny new one with no history.

I couldn't believe how quick the turn around was on the backpack repair, and they replaced the straps as well as the zipper because they had begun to fray where they attached to the pack. They also put new little cord pulls on all the zippers

It was truly a fantastic experience in a world where so few companies take care of their customers. We are customers for life too.

Wow! I have my old Eastpak backpack that has a broken zipper. I've held onto it intending to get it fixed some day. I will send it to Jansport and see what they say. I just got the address on their website. Thanks. I'll post what happens.

JourneyCC · #11 (**permalink**) 10-05-2009, 04:38 AM

I second LL Bean's Customer Service too. Even on their Christmas Pine Wreaths that are living. Last year I bought live pine wreaths and trees for out of state family. They arrived on time, but were dry apparently. I called LL Bean up and they replaced all 7 just to be sure each person received "quality" items. This customer service is why I buy all my kids snow gear there as well.

jeffrey · #12 (**permalink**) 10-05-2009, 09:50 AM

Great to hear positive stories like this since most of the ones that come are of a negative nature. Kudos to those companies that stand behind their products.

dmontngrey · #13 (**permalink**) 10-05-2009, 04:55 PM

Thanks for the positive feedback on Jansport! My first Jansport is sitting in the closet with "zipper disease". I never got around to sending it in since I got a brand new one at Target for less than the cost of postage. I'll do it "someday".

We just got DH a Wenger SwissGear laptop backpack (the Staples rewards deal) and it supposedly has the same guarantee. No experience with that though and I hope to never have issues with it. It just wont see that much wear and tear.

buildmybudget · #14 (**permalink**) 10-05-2009, 05:44 PM

I loved my Jansport back in grade school! I played drums and always carried around drumsticks in my backpack. My Jansport with the leather bottom was the only backpack that could ever hold up...the other backpacks always developed a hole and the sticks would fall out. Lol, it's funny thinking back to those times..