Doru
This is not Marmot I used to know
20+ years Marmot customer here. I got a lot of Marmot product over the years from jackets, pants, gloves, hats, to sleeping bags. I was a happy customer and used their warranty services with great satisfaction. But it looks like Marmot has changed ... Last warranty started fine and they issued me a good refund for my expensive ski pants that could not just be fixed (they were still functional though) and I was happy looking forward buying new pants this season. The catch is that I have to call to place my order. Here is where it went bad. I've been calling for this since November and waiting for hours just to be dropped. Other times I got the we are "in training" message others reported here. I tried emailing too but no answer. I tried replying to the ticket I already had, no answer. Then I called the non-warranty phone number and after one hour on hold someone did answer. Nice person but could not honor my credit, just took my info and said she will forward the info to warranty department. They replied the next day asking what item I'd like. Surprise that they replied on the same warranty ticket. So the ticket was still alive. I replied with what I wanted and then again total silence to this day. In the mean time the item that I wanted (pants to replace the old pair) is sold out. So now I have to buy some pants out of my pocket. So the moral of the story is do not buy Marmot if you care about warranty. If you need to use the warranty ask for them to fix the item or just to send it back. Do not take the credit as it is useless. BTW: I'm going to return the new Marmot jacket that I just bought from local retailer. I do not want to give them more business or have to deal with this kind of service again.