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Old 07-31-2011   #1
Little Rock, Arkansas
Paddling Since: 1978
Join Date: Apr 2010
Posts: 61
Kokatat customer service?

Getting the run around from Kokatat on a pair of splash pants (lightly used) that have failed: seam tape came loose. Their response is "sorry, 2 year warranty" no offer to replace minus some use or even to look at them in person.
Wondering if anyone has experience with the customer service end of the company.

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Old 07-31-2011   #2
tallboy's Avatar
Telluride, Colorado
Paddling Since: 2005
Join Date: Apr 2006
Posts: 175
That sounds odd, I've had great experience on multiple items. They stand behind their products, normal wear stuff they repair at reasonable prices. How old are the pants?

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Old 07-31-2011   #3
pnw, Washington
Join Date: Oct 2003
Posts: 3,404
Nothing but positive interaction with Kokatat
"Yesterday I was clever and tried to change the world. Today I am wise and try to change myself." -Rumi
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Old 07-31-2011   #4
Jenks, Oklahoma
Join Date: Oct 2004
Posts: 1,408
I once sent in a dry top for new latex seals. Got a call that there was some wear spots that looked "suspicious and might be a coating failure" and for a very small processing fee they would replace the dry top with a new one. Week or so later I got a brand new gore tex dry top. That was some years ago.
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Old 07-31-2011   #5
trickpony's Avatar
Bozeman, Montana
Paddling Since: 2008
Join Date: Apr 2010
Posts: 65
I have had nothing but awesome customer service from Kokatat.

That having been said - the seam tape on my splash pants has been aquasealed a few times, and the waist has definitely seen better days.

Buttt... they are 4 years old and have seen some abuse.
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Old 07-31-2011   #6
North Bend, Washington
Paddling Since: 2009
Join Date: May 2009
Posts: 476
I've had only amazing service from them. My drysuit had a small leak and I sent it to them and they said it was a seam leak. They fixed it for free and shipped it back within 24 hours as I had a SRT class I needed it for that weekend.
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Old 07-31-2011   #7
ashland, Oregon
Paddling Since: 2000
Join Date: Dec 2008
Posts: 222
2 year warranty and the time is up! Is there something I'm missing here (or you're the warranty period has expired)
Get some seam seal and fix it yourself or pay Kokatat to do it for you. Seems to me that was the deal.
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Old 07-31-2011   #8
KSC's Avatar
Boulder, Colorado
Paddling Since: 2003
Join Date: Oct 2003
Posts: 2,032
Kokatat customer service is so good I would argue it's one of the main reasons to pay a premium for their gear. They'll do maintenance work on your gear for what must be cost or less. After the first year did inspection and patching on my drysuit for free. No complaints.
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Old 08-01-2011   #9
Seattle, Washington
Join Date: Feb 2004
Posts: 207
I sent my one year old drysuit to them to have blow tested for a small leak. The fixed that and then decided to replace all of my gaskets because "they looked a little worn for only one year of use". Had the suit back in my hands in less than two weeks. I just paid for shipping. So, yup, they are top notch.

Sounds like your warranty is up so not sure what your beef is...maybe just have them repair it for a fee unless you have a better option locally?
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Old 08-01-2011   #10
welch, Oklahoma
Paddling Since: 1976
Join Date: Apr 2009
Posts: 207
Tim they are usually incredible to deal with I have a gortex dry suit from then and the service I got was fantastic . They bent over backwards to make me a super deal on a drysuite that was used . Actually I think some one just tried it on . Any way they save me mega bucks . I will always buy there stuff .

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