[Dangerfield]

 

[von Bose]

When you spend 6x the cost of a normal cooler, then issues seem 6x worse.no matter how small.

 

[Montet202]

When you spend 6x the cost of a normal cooler, then issues seem 6x worse.no matter how small.

Silly comment. I have five, now. The first I bought almost 20 years ago and have never had an issue. Canyon are fantastic, and are made here. I’d much rather support them instead of foreign made Igloo or Coleman. And they’ve all paid for themselves in ice and spoiled food savings. Find me one commercial outfit using Igloos. They are priced that way for a reason.

 

[canoepro]

I'd bet it took more time to start and reply to this thread than it took to do a minor cooler repair. Yeah in principle new stuff should work for a a long time but sometimes it doesnt. Most folk are happy to get warranty response no matter how long it takes and are competent skill wise and maturity wise to not let it be a burr under your saddle. Sorry that happened but whining publicly just makes you look like a whiner.

 

[RvrShreddr]

Curious what you used before the Canyon Cooler purchase and why it couldn’t be deployed on your upcoming trip.

 

[WahooDad]

Am I being a diva?

I had a warranty issue with a brand new Prospector 125 from Canyon Coolers. On the first trip, the lid gasket came separated from the lid. Truly not that difficult of a thing to deal with, but highly annoying any time you go into the cooler.
My issue was that this cooler was literally brand new and cost close to $600. Canyon has one of the best warranty claims, and build quality claims, so I reached out to get it fixed. They approved the warranty and were going to ship me a new seal. The issue is that we have a trip planned this weekend. They approved the claim on Monday, and have yet to ship the item. When I reached out to their customer service, I spoke with a Jason C (apparently their CEO). His response to this situation was that I would need to go Home Depot to repair the cooler in time for the trip.

Here's the conversation I had with him. (I removed links to HD purely because they were super long).

JasonC	Hello	11:17:02 AM
ropearce911	I was hoping that the warranty items would be shipped before our river trip this upcoming week, just trying to figure out where that is	11:17:15 AM
JasonC	Have you asked the warranty folks ?	11:17:29 AM
	I can for you but tracking that stuff is hard since its outside the normal commerce loop	11:17:49 AM
ropearce911	I sent them an email, they gave me a shipping label on monday that is still in the pre-shipment phase	11:17:50 AM
	CC53995	11:17:51 AM
	This is pretty frustrating seeing as the cooler is literally brand new. I used it on 1 trip and had an issue with it.	11:18:25 AM
JasonC	What did it need ?	11:18:52 AM
ropearce911	A new gasket. The old one was falling out and the adhesive failed.	11:19:09 AM
JasonC	Yeah you will want that. How did a gasket fail that quick ? That never happens	11:19:52 AM
ropearce911	No clue. When I first bought it, it did look a little weird, as though it was a rushed job installing it	11:20:18 AM
JasonC	Its shipping USPS which is never that quick	11:20:19 AM
ropearce911	It's still in pre-shipment	11:20:33 AM
	it hasnt even been picked up	11:20:38 AM
JasonC	USPS trackiing is also the worst in the world	11:20:59 AM
	I can get it out today but when are you expecting this ? You might need to source something from HomeDepot for the trip	11:21:31 AM
ropearce911	Friday.	11:21:42 AM
JasonC	YEah, No USPS blows. Homedepot has some adhesive foam seal in the garage door repair area I want to say. GEt something there to hold you over	11:22:30 AM
ropearce911	I'm really not trying to be difficult, but I just want up front. The company that says they have the best warranty and build quality sold me a cooler that had a part fail on the first trip. And now the solution to get it working is home depot parts.	11:22:46 AM
JasonC	We warrranty everything but and we dont take 4 to 6 weeks to do it like most people but this is outside of a timeframe we can work with. Sorry for your frustration (Edited)	11:23:05 AM
	Ill try to find it on the hOme Depot website if you want	11:23:43 AM
	Overnighting seal is something like $100 I also dont trust the USPS 2nd day shipping either	11:25:14 AM
	Something like that will work for now	11:25:48 AM
ropearce911	Are you guys going to purchase it with the adhesive for me?	11:26:24 AM
JasonC	Nope	11:26:31 AM
ropearce911	Yea, thats pretty unacceptable.	11:26:45 AM
	A brand new $600 cooler fails in 1 trip	11:26:56 AM
	and the fix is to go buy stuff from home depot	11:27:11 AM
JasonC	Your making things up now	11:27:23 AM
	When did you put in a claim ?	11:27:38 AM
	When did you buy the cooler ?	11:27:46 AM
	THats all of $7	11:28:11 AM
ropearce911	The cooler was purchased on something like August 17th, used on a river trip to the Lower Salmon on September 19-24, with no other uses in that time	11:29:43 AM
	The claim was put in last fridayt	11:29:50 AM
JasonC	We need the space and grace required to do our job, and we are flexible and willing to help. Your claim was process immediately	11:30:14 AM
	That seal is $7 at Home Depot	11:30:54 AM
ropearce911	You're making it seem as though the extra $7 is something negligible and my responsibility to ensure my brand new $600 cooler is usable.	11:31:59 AM
JasonC	not remotely sir	11:32:12 AM
ropearce911	You're also claiming I'm making stuff up\	11:32:15 AM
JasonC	we have a remedey and it is coming your way. Any other company would take 4 to 6 weeks to process your claim	11:32:34 AM
ropearce911	And any other company isn't charging $600 for a cooler. (Except yeti, screw yeti)	11:33:21 AM
	Here's the real deal. I bought a new cooler from Canyon. It had an issue within the first use. Canyon claims to have the best warranty in the industry. Canyon is now making me go purchase third party parts to make so my BRAND NEW cooler is functional for another trip. This is highly unacceptable.	11:36:26 AM
JasonC	Sorry for your frustration. We processed your order within a few days, the standard is 7 to 10 days. We can credit you $7	11:37:02 AM
	and you will still get your seal of course	11:37:43 AM
ropearce911	Ok.	11:37:47 AM
JasonC	We will tag $7 of credit onto the email you used to file your claim.	11:39:12 AM
ropearce911	The biggest part of my frustration here is that I'm coming to you guys with an obvious manufacturing issue, and then get told that I am on my own to make so it's functional for another trip we've had planned for quite some time. Imagine you purchase a brand new boat, and within the first week, you have to patch it because a seam wasn't properly welded. Then the company tells you that you have to do the repair yourself. This would be beyond infuriating.	11:40:33 AM
	I appreciate the credit. It shouldn't have taken this long to get to this point.\	11:40:53 AM
JasonC	We can offer you a return label for the entire cooler if that makes you happy. We dispute the idea that you are on your own. We are doing what we can to support you and your trip. we wish we could teleport parts but it doesn't work that way.	11:45:10 AM
ropearce911	Yes, you're right that you can't teleport items. But if I had a customer that had a brand new item that I sold them, and it had a manufacturing issue, I would do everything in my power to ensure it's ready to go for their pre-planned multi-day trip.	11:46:54 AM
	I would not insinuate that they are making stuff up.	11:47:17 AM
JasonC	Anything else sir ?	11:47:22 AM
ropearce911	Yea, a supervisors #.	11:48:36 AM
JasonC	Interference compels consequence. 928 774 3486	11:50:08 AM
	Have a great day	11:51:25 AM

I'm not against fixing things myself, nor am I against a company giving you a solution outside the box.

Am I being a diva about this?

Yes.

 

[BastrdSonOfElvis]

Canyon are fantastic, and are made here.

They are “engineered and assembled in Arizona”. That makes me believe the actual manufacturing occurs somewhere else.

I agree they are fantastic.

 

[Montet202]

They are “engineered and assembled in Arizona”. That makes me believe the actual manufacturing occurs somewhere else.

I agree they are fantastic.

I figured. I bought my first two somewhere around 15 years ago. I thought one was supposed to come with a basket, but showed up without one. So I called to order one. they said it should have been in the cooler and overnighted one. I DID NOT need, nor did I indicate I was in a hurry. But they just did it. Years later I lost a drain plug and called to buy a new one. They send two free of charge. A few years ago I bought my second 150 PRO, and after a few months of use the gasket was coming off, much like the OP. I called and they sent a new one. Took maybe a week. No problem. The first two coolers I bought fifteen years ago are well worn, but like new on the inside with no issues. Ive since bought a soft cooler and two 150 PROs. I don’t think there is a better cooler out there, though they are pretty similar, but the people I have dealt with have been top notch and haven taken great care of me. I see no reason (for me) to ever shop elsewhere. Though I hope I’m done buying coolers!

 

[Andrew Vanis]

They are “engineered and assembled in Arizona”. That makes me believe the actual manufacturing occurs somewhere else.

I agree they are fantastic.

Per conversation with owner, the 150 pro is made here and the others overseas

I've had extremely good service from them.

 

[Double Barrel Ferrell]

Diva. But you knew that when you asked. I run hot sometimes too. Good man for admitting it. Learning to not escalate and freak out about little things makes life more fun. Good on you. Have fun on your trip!

 

[sethlor]

I've always had excellent service from them. They accidentally shipped me the wrong item, a second basket for my cooler. And, when I pointed this out they let me keep the item, sent me the right one and included an ice pack and hat. They're the best!