Legalbeagle
Customer Service that DELIVERS!
NOTE: MY REVIEW IS FOR THE PACK AND THE SERVICE I RECEIVED. THE LINK I HAVE USED TO FACILITATE THE RETURN WAS OSPREY.COM, not OSPREY-PACKS.COM. Not sure if there is a difference but wanted this disclaimer put here given the other reviews below. I have had an Osprey HikeLite 18 pack for day trips for a number of years. Recently, it began to show signs of the wear and tear I have imposed on it over the years with scratches, slackening of the web side pockets, a couple of small holes from scarpering over rockfall and boulders. So, I thought I would write Osprey to see if they would honour their All Mighty Guarantee. The result was surprising. I have had lots of equipment over the years that promise “lifetime warranty” but few of them have followed through. Usually they find a reason not to honour the warranty using some technical legalese in the warranty statement. NOT Osprey! I wrote them, sent the pictures to show the damage and they were back to me in quick order. I then followed up as they asked to confirm my old pack could not be re-used for warranty by someone else (because I am in Canada and due to logistical/supply issues they did not require me to return my old pack) and then within 3 days of completing the process, I have my NEW PACK! In an era where customer service is often talked about/promoted but rarely delivered, I cannot thank Osprey enough. Indeed, I would give them more than 5 stars if I could! Thank you to Osprey for the follow-through and I am looking forward to many years with my new pack. If you have never had an Osprey product, I recommend you get one. My HikeLite 18 has been with me on adventures all over the globe and, in fact, I use it every day in lieu of a briefcase or other pack and it is always fantastic. Definitely the lightest pack I have ever used and the most durable. Much appreciated!