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Old 03-02-2010   #11
Telluride, Colorado
Paddling Since: 1492
Join Date: May 2006
Posts: 207
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Brendo's right (maybe a little aggro about it, but pretty much still right).
I understand selling factory seconds could create a loss for you and it's good to keep them out of landfills but when it comes to drysuits, all that matters really is that they're dry- beyond that it's a safety issue. If you can't guarantee that, reuse the materials or trash it in a worst case scenario. Factory seconds should be ugly stitching, spilling something on the thing and it looks bad, one arm slightly shorter than the other, wrong mix of colors, etc. Not a failure of the product's most basic task. You buy a fact. second boat it's because it got scratched, the colors are f'd, or the company logo stickers got put on with bubbles. Not because it accidentally has some extra holes in it.
If a drysuit leaks then you shouldn't be selling it or should stand behind it in some form or fashion. Otherwise you will lose customers.

I was going to be vague but then I decided to do this other thing.
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Old 03-02-2010   #12
Silverthorne, Colorado
Paddling Since: 04
Join Date: Mar 2008
Posts: 22
werd. buzzards unite

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Old 03-02-2010   #13
Rainy Northwest, Washington
Paddling Since: 1980
Join Date: Feb 2009
Posts: 460
Next Adventure called, and said they'll make it right. They are going to send it to Rainy Pass Repair in Seattle, and have it fixed for me. So major kudos to Next Adventure sports in Portland.

But just for the Buzzard's information, the suit wasn't a second, a blem or anything else. I paid $439 for it. It had all the tags, and none of them said anything about "second." Next Adventure has sold some seconds, but they put them in the room with the used gear.

Interestingly, I bought this suit to replace a Kokatat Tropos that I bought used from Alaska Kayak School. That suit had a minor bootie leak when I got it. I called Kokatat, and they said to send it in, and that they'd fix that leak, pressure test it, and fix any other leaks it had as well. They didn't ask for a receipt, or ask how much I paid for it. They just knew it was one of theirs, and stood behind their product.
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Old 03-02-2010   #14
Join Date: Apr 2005
Posts: 111
I know how you can fix this snafu Mr. Level 6. Send us a drysuit to demo for a season and we will let everyone know how bomber they are and what a great company you are to deal with. Let me know and I will send you my shipping address.
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Old 03-02-2010   #15
Wirednoodle's Avatar
Portland, Oregon
Paddling Since: 1986
Join Date: Feb 2009
Posts: 114
Next Adventure rocks!
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Old 03-02-2010   #16
Owner Level Six
Ottawa, Ontario
Paddling Since: 1987
Join Date: Jun 2009
Posts: 5
I am glad this all worked out. I will make sure I contact Next Adventure in the morning and get them to send us the Rainy Pass bill.
Also I think we have learned the lesson that all seconds need to be clearly marked that on the product so there are no false expectations. In 99% of all cases this would have been an easy decision, but due to the circulation of seconds that we sell to Next Adventure we always ask for a receipt from the customer. If they can't provide it we can only assume that it wasn't a first quality item that has a full warranty. Same way that we have to protect ourselves from people buying used gear and trying to warranty it as it was their own.
I hope that clarifies things. Sorry for the emotional distress everyone.
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Old 03-02-2010   #17
Land of Lovin, Colorado
Paddling Since: 2006
Join Date: Jun 2007
Posts: 1,449
Never tried a drysuit but my Level 6 drytop keeps me dry - no leaks and no issues.

Why the issues with the drysuits?
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Old 03-03-2010   #18
Owner Level Six
Ottawa, Ontario
Paddling Since: 1987
Join Date: Jun 2009
Posts: 5
Hi Jensjustduckie, when we first made the drysuit we wanted a multi-paneled sock so that it would fit nicely into a river boot. We came up with a solid design however there was a few extra seams to tape. We went with a thinner seam tape to ensure maximum comfort but after the first 50 were made we had to modify the design and use a wider seam tape. This fixed the leaking issues we had and also allowed us to keep the multi-paneled fit. Most of the first generation of drysuits went out to our athletes to test. And the rest we cleared out as factory seconds.
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Old 03-04-2010   #19
Evergreen, Colorado
Paddling Since: 2008
Join Date: Feb 2009
Posts: 69
Due to my experience with Level Six customer service last season I will never be buying their products again. Kokatat and other companies have way to good of a reputation for helping out their customers.
Active member of Citizens for a Coastal Colorado.
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Old 03-04-2010   #20
Owner Level Six
Ottawa, Ontario
Paddling Since: 1987
Join Date: Jun 2009
Posts: 5
Sorry to hear that colsurfer, we always try to make the right call in all issues with our gear. After this experience and speaking with Next Adventure we have reviewed our warranty procedure.
I think it will help keep things running smoothly. In the past we have always warrantied our product as long as the customer has a receipt. It gets difficult like in this situation where the customer calls us directly with no receipt to prove they are the original purchaser. If for some reason a receipt is lost we have to ask you to go back to the original store you purchased the item from and we will work with them to get the issue resolved. This is what was done in the above case and I think we learned our lesson.

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