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Bravovictor02 OP t1_iqwyhxh wrote

Lost the should strap on the Jansport backpack after 3 weeks of use. Customer service won’t replace, requires backpack to be sent in and repaired. The estimated time is 4-6 weeks to repair. After speaking with Jansport, they feel this is a special “service” and are not willing to replace or send a loaner backpack.

Very frustrating. Quality and customer service are lacking.

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pumpkinsword t1_iqx0p2c wrote

Most places will have you return the item. Otherwise anyone could just claim their product is broken and keep getting new ones.

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Bravovictor02 OP t1_iqx1m92 wrote

Of course. However the brick and mortar is one week past the return window.

I spoke with customer service. They are willing to repair. But process takes way too long to be without a backpack.

The right process would be:

Jansport to send a new backpack and customer required to send the defective unit back. That is what all the major companies do.

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TA_faq43 t1_iqx4tda wrote

Too many bad faith customers that abuse it.

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Bravovictor02 OP t1_iqx53uz wrote

If you are required to send the old one back, how do people abuse it? Even if they waited till the old one arrives I would be okay.

It’s the 4-6 weeks that kills me

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PM___ME___ASS t1_iqx6mfh wrote

OP jansport offers great customer service with repairs and replacement. Of course you have to send the item in, they are arent going to give you a loaner backpack. If they offered a service like that it would be abused extremely quickly. In the meantime pick up something cheap from the dollar store. Its not that big of a deal.

Edit: typo

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Bravovictor02 OP t1_iqx8w93 wrote

I personally disagree. They were not easy to work with and I had to follow up multiple weeks to get a response. They confirmed they will NOT provide a loaner pack pack. I specifically asked.

All in all… not happy with their service.

Edit: Am I getting downvoted for what I am telling people what I just experienced? Or some other reason?

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geddestemple t1_iqxngj1 wrote

You get what you pay for. They aren’t going to send out a courier with a new backpack for you. No brand that sells at target will. If you want that type of service you need to pay for it.

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DraconianDebate t1_iqygt1u wrote

You are being downvoted for having unrealistic and over the top expectation. No backpack companies are going to send you a loner backpack while yours is in for repair, its not a car.

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Bravovictor02 OP t1_iqyiee4 wrote

My issue is simple. The product was defective after 3 weeks. They wouldn’t replace it which was the original request. Instead I have to go through a 6 week ordeal to have it fixed.

Is it unrealistic to expect either good quality or for them to to resolve the issue quickly? Otherwise I have to send my kid to school without a backpack for 6 weeks all due to a manufacturing defect. In my opinion it’s great they repair, but when it fails that fast… they should just replace.

But thanks for explaining. I’m definitely frustrated by dealing with this most of the morning.

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DraconianDebate t1_ir2kh6o wrote

I would expect the retailer to cover a product that breaks within 3 weeks honestly, which is likely their own expectation. Most places, even in the US, there would be a law to prevent the retailer in question from refusing a return if the product is defective.

Also looking at that picture I would expect that some serious force was used to rip that strap, as it looks like there are broken threads. Maybe it was a force it should have withstood but there is a limit to what some cloth & thread can handle and kids are destructive.

First thing I would do is just double check the return policy of the company you bought it from and maybe consider talking to a different employee about it. Maybe the guy you talked to was just an idiot. Its the retailers job to fix this not the manufacturer, Jansport didn't sell it to you and doesn't have another bag right there to give you as a replacement like the retailer does.

When it comes to a manufacturer, I would say that a willingness to fix the issue with the bag and send it back is reasonable and what most people would expect of their warranties. The fact that they have on occasion provided replacements instead of repairs doesn't obligate them to offer that to you, or offer you a loaner as that's never something they agreed to provide you.

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