I had a pair of year old DeSoto tribibs that started to have the stitching around the pad come loose. Mailed them to DeSoto and got them back good as new for $0.00.
The only warranty standard that matters is the one the manufacturer adheres to, DeSoto’s is VERY good.
I had a similar situation. I contact DeSoto just to see if getting them repaired was an option, they had me mail the bibs back to them, less than a week later I had a brand new pair no charge.
I think the OP’s case has more to do with Zipp not being primarily a clothing manufacturer, whereas companies like DeSoto, and therefore have much better warranties for clothing.
I had a pair of year old DeSoto tribibs that started to have the stitching around the pad come loose. Mailed them to DeSoto and got them back good as new for $0.00.
The only warranty standard that matters is the one the manufacturer adheres to, DeSoto’s is VERY good.
that’s the way to warranty an item.
Two quick points.
No apparel heavies will commit to anything other than a 30 day return policy, ever, due to wear and tear. It’s amazingly difficult to prove something was a manufacturing problem 45, 90, 360 days after the fact. And for the company to dispute it would require them to argue with a customer, which isn’t ever really a winning equation. Zappos is the market leader, and they don’t. DeSoto, similarly, has the following policy:
All De Soto Sport products are fully warranted to the original owner against defects in materials and workmanship. If a product fails due to manufacturing defects, we will repair or replace it, at our discretion. If damage occurs due to extended wear, an accident, improper care or negligence on the part of the owner, we will repair the product for a charge that we deem to be reasonable.
Note the words ‘discretion’ and ‘deem reasonable’. That’s not a commitment, that’s a direction. That gives the company latitude to balance cost vs. service as needed. In Desoto’s case, they use their discretion in a way that delights you. But they’re not obligated to.
That said, I attribute your experience to Zipp not knowing what it takes to succeed in the apparel industry. ALL market leaders will take back / repair / exchange clothing, as the real cost of making a garment is pennies or dollars, and the bump they get from good pub outweighs the return shipping, labor, materials, and outbound shipping. Some give their customer service department latitude to make the ‘right’ call. I work for an apparel company that has a stated policy of 30 days, yet if you take the time to box it, ship it, and ask for service, they’ll send you a repaired or brand new one, no charge, ever. That’s the expectation to be successful; the margins support that policy. It’s the accountants and lawyers that keep companies from making it policy, as publishing it would change consumer behavior to ‘game’ the company.
Zipp isn’t serious about apparel or they’d know this. It’s customer service / marketing 101.
Patagonia stands behind their life time warranty. I have been using their products for more then three decades and have been satisfied with the way they have handled various returns due to product failures. I pay a lot up front for Patagonia clothing, but they stand by their products in the back end. Tim
Patagonia stands behind their life time warranty. I have been using their products for more then three decades and have been satisfied with the way they have handled various returns due to product failures. I pay a lot up front for Patagonia clothing, but they stand by their products in the back end. Tim
that’s what I was implying with original post. most companies stand behind their products.
A friend just had a warranty issue with his Zipp wheel. Zipp took care of it no questions asked. My sense is that Zipp cares about it’s primary business, Wheels. They are not an apparel company and aren’t going to go the extra mile to cover products that they don’t make. Selling Zipp branded clothes is probably far less then 1% of their sales. How much time and effort should they put to making sure that segment of their business is rated #1 in customer service?
A friend just had a warranty issue with his Zipp wheel. Zipp took care of it no questions asked. My sense is that Zipp cares about it’s primary business, Wheels. They are not an apparel company and aren’t going to go the extra mile to cover products that they don’t make. Selling Zipp branded clothes is probably far less then 1% of their sales. How much time and effort should they put to making sure that segment of their business is rated #1 in customer service?
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agreed. however, they don’t know what other zipp products I use or was going to get (which is no longer the case).