Simms Warranty

G

GLC

Steelhead
While wade fishing last Friday, I had my Simms waterproof chest pack separate at the seam resulting in losing several items of my gear to the river current ( I did save my fly boxes).

I submitted a claim to Simms for warranty repair or replacement evaluation and received this email this afternoon:

Thank you for submitting your item for a warranty and repair evaluation. At Simms, we stand behind our materials and craftsmanship. If your Simms product fails due to a defect, we are committed to repairing or replacing it and getting you back on the water as soon as possible.
After a thorough evaluation by our team of experts, we have determined that your product failed for reasons other than defects or workmanship or materials. We are unable to complete a repair that meets our performance standards or the product exhibits normal wear and tear.

Due to the age of the bag, we are unable to issue a replacement.

This bag was purchased in 2011 and was stored in a climate controlled extra bedroom closet and used very minimal. My question to the board members is; Am I being unrealistic to think Simms should take some blame for the bonding/delamination of the two materials since it was claimed to be a waterproof product. Or is 14 years of ownership of a product a valid claim for denial?
 

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Simms should absolutely replace that bag! Contact them again, get the manager. Emphasize how this was a catastrophic and unusual failure. If they still refuse to replace write up some tough reviews.
 
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Fourbtgait said:
Curious what the original guarantee was when bought?
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SIIMS PRODUCT WARRANTY
At Simms, we stand behind everything we make. If your Simms product fails due to workmanship or material defect during the life of the product, please return it to us for repairs or replacement. This warranty does not cover damage caused by improper care, accidents or the natural breakdown of materials over extended use and time. All defective or damaged products should be returned to Simms for evaluation and will be repaired or replaced at the discretion of Simms Fishing Products.
 
GLC said:
SIIMS PRODUCT WARRANTY
At Simms, we stand behind everything we make. If your Simms product fails due to workmanship or material defect during the life of the product, please return it to us for repairs or replacement. This warranty does not cover damage caused by improper care, accidents or the natural breakdown of materials over extended use and time. All defective or damaged products should be returned to Simms for evaluation and will be repaired or replaced at the discretion of Simms Fishing Products.
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So that reads like the current offerings read, hasn’t changed in 11 years.
Only thing caught my attention was “natural breakdown of materials”.
That’s a pretty open ended statement for a high priced product.
 
GLC said:
SIIMS PRODUCT WARRANTY
At Simms, we stand behind everything we make. If your Simms product fails due to workmanship or material defect during the life of the product, please return it to us for repairs or replacement. This warranty does not cover damage caused by improper care, accidents or the natural breakdown of materials over extended use and time. All defective or damaged products should be returned to Simms for evaluation and will be repaired or replaced at the discretion of Simms Fishing Products.
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Well, the warranty was only for “the life of the product.” When it falls apart the life of the product was obviously over. Gotcha!
 
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Maybe simms should start putting 5-10 year warranties. That sucks. Don’t know what to say. Natural breakdown is left open to interpretation. Think 14 years is a bit of time. But also simms offering you something new for replacement at a heavily discounted price would be good karma and good for future business.
 
afried said:
Well, the warranty was only for “the life of the product.” When it falls apart the life of the product was obviously over. Gotcha!
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Unfortunately, I think @afried found Simms way out and 14 years is a long time for "life of the product" but something built as well as MOST of their stuff and stored like the OP says, it should still be in pristine shape. There was something wrong with that adhesive line to have such a failure and Simms should live up to their promise.
 
This echoes pretty much every post I've seen about Simms lately. I'm in the market for waders and boots right now and despite them constantly being at the top of most ranked lists I think I'm going to steer clear because of all the recent complaints. They just don't seem to be the company they once were.
 
PaekCentaur said:
This echoes pretty much every post I've seen about Simms lately. I'm in the market for waders and boots right now and despite them constantly being at the top of most ranked lists I think I'm going to steer clear because of all the recent complaints. They just don't seem to be the company they once were.
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Indeed not. Trying out the Dryft waders I just got this week. Orvis has been really good to me with service too.
 
I was wondering about Simms' warranty. I have a Simms waterproof backpack that is failing. The urethane coating is peeling off where it folds down to make it waterproof, making it no longer waterproof, and the panel with the backpack straps and waistbelt is coming unglued at one top corner. Clearly, the "life of the product" must be about over since it is coming apart. I don't think I'll make a warranty claim. I've had the pack for over 10 years of regular use, so I don't feel too bad about it wearing out.
 
"Back in the day' when smaller companies were trying to be innovative, gain some market share, and get their product in front of consumers; product quality, warranties were a very important part along with great customer service. It helped establish a loyal customer base and where word of mouth was one of the mainstays of advertising (way before the internet). These companies grew, prospered and, in many cases, became the standard for others to try to meet. As a consumer, our expectations were also raised up to a higher level.

But as these companies grew, they also discovered the high costs to doing business this way. Also during this timeframe, and continuing to this day, became a public company, they issued stock, and the company now answers to a different owner(s). Profit became the focus whereas before it was the consumer and a small business owner. Many of these companies have become a part of large conglomerates focused on ROI and profit. Legal-Beagles and CPAs now run them.

Warranties have gone by the wayside. It is also very hard to find valuable and honest information about items. IMHO, what is read on the internet has less value than the paper I use if I choose to print it out.

I put little value in warranties. My expectations are so low, even a response from Customer Service makes my day.
 
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SurfnFish said:
Pata has the best, unmatched warranty in the retail industry bar none.
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Also my equivalent Patagonia pack is old as hell (15 years or more) and has been put through the wringer, and it is still 98% waterproof during a river snorkel, which is 100% good enough for fishing, even on a soaking rainy day.
 
SurfnFish said:
Pata has the best, unmatched warranty in the retail industry bar none.
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Yes and no… last pair of waders were deemed unrepairable and they sent me a very modest credit… well when your waders cost $600-1000 that credit doesn’t go very far. Have another set I’m sending in tomorrow. Hopefully they’re fixed or a little more generous with their credit. To the OP… Simms has been gone for a while, maybe look into Grundens… I believe that will be my next move.
 
Scottybs said:
Yes and no… last pair of waders were deemed unrepairable and they sent me a very modest credit… well when your waders cost $600-1000 that credit doesn’t go very far. Have another set I’m sending in tomorrow. Hopefully they’re fixed or a little more generous with their credit. To the OP… Simms has been gone for a while, maybe look into Grundens… I believe that will be my next move.
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Did you ship them to them? When I have gone into a Patagonia retail outlet with a warranty repair request, they have always been insanely generous—letting me walk out with a brand new replacement item each time.
 
Matt B said:
Did you ship them to them? When I have gone into a Patagonia retail outlet with a warranty repair request, they have always been insanely generous—letting me walk out with a brand new replacement item each time.
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Shipped… last pair I think I was $400 out of pocket for a replacement pair.
 
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My new Simms waders were oozing water from the get go. They patched them for me but IMHO Simms has a manufacturing problem.

/threadhijack
 
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