Recently, the JanSport backpack I’ve been using for many years broke — the pull tab broke off of one of the zippers.
JanSport packs have a lifetime warranty. Following the instructions on the JanSport Web site, I sent the pack in for repair or replacement. The Web site promised a turnaround time of about two weeks.
About a week and a half later, I got this amusing postcard in the mail:
A couple of days later, about two weeks after I sent it, my backpack arrived, fully repaired, with this card enclosed with it:
It’s a little sad that the quality of customer service in this country has gotten so bad that it is remarkable for a company to have a good warranty and honor it cheerfully and quickly, but there you go. Thanks, JanSport!
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Tags: backpacks, JanSport, warranties
I am actually shopping for good quality backpacks..And I’d add jansport to that. Thanks for this info!
Thanks for passing along your experiences with the limited lifetime warranty on JanSport backpacks. I had a 13-year-old Jansport pack whose main zipper wouldn’t stay closed (i.e., “zipper disease”) and your experiences encouraged me to send it in. They called me back the week after I sent it in, said that there were other problems with it, and asked could they just send me a brand new one of equivalent size and color. I said yes. It arrived about a week later.
[...] told the JanSport story on my popular consumer activism blog at http://blog.kamens.us/jansport. I’ll be posting this letter on my blog as well, at http://blog.kamens.us/landsend. Anything [...]
That’s really awesome. Customer service has gotten so bad in this country, it’s great to find a company that simply does what it says it will, and does it without complaint. I’ll definitely keep an eye out for their tags next time I’m in the market for a backpack.