LOTUS EATERS TRAVEL

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TESTING THE OSPREY GUARANTEE: OSPREY 30 LITRE BACKPACK.

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I travel full time, and invariably when travelling overseas I try to use my Osprey 30 litre backpack. Not only is this the perfect size for a long-distance hiking trip, but it also fits perfectly under an airplane seat – meaning I never have to pay to check luggage. I even managed to pack for two months in South East Asia with my trusty Opsrey 30 litre backpack.

Recently, I had an issue when my trusty backpack broke. It was time to use the famous Osprey all mighty guarantee. Find out how I did that below.

POST SUMMARY

This post covers three main points:

• What is the Osprey guarantee
• Testing whether the guarantee really is All Mighty
• Verdict on using the Osprey guarantee
• Process explaining how to use your Osprey All Mighty Guarantee

This post is part of the Lotus Eaters Travel, travel advice series. Check out more posts like how to pack for wild camping, what to do if your passport gets damaged and what you need to know about travel insurance.

TABLE OF CONTENTS

Broken Osprey backpack

When I was in Albania earlier this year, hiking in the Albanian Alps, I noticed that the chest strap on my Osprey 30 Litre Tempest backpack had fallen off. Luckily, my backpack was very light for our trip, so I didn’t really need it.

I was about to buy a new backpack for my upcoming Camino Frances walk in September, when I remembered the Osprey Almighty Guarantee. My backpack was just over one year old and Osprey guarantee all backpacks for their lifetime. But, would it work? Would I actually be able to claim my backpack repair using the Osprey guarantee?

What is the Osprey all mighty guarantee?

What is the Osprey all mighty guarantee? You might have heard about it and wondered, is the guarantee really a guarantee? If your Osprey backpack breaks, are you likely to actually get a repair? And if so, is it free? Surely, there will be quibbles if you actually try to use the guarantee?

Let’s see what Osprey promises in the context of the Osprey all mighty guarantee.

Osprey will repair any damage or defect for any reason free of charge — whether it was produced in 1974 or yesterday. If we are unable to perform a functional repair on your pack, we will happily replace it. We proudly stand behind this guarantee, so much so that it bears the signature of company founder and head designer, Mike Pfotenhauer.

Osprey Website

So, the Osprey all mighty guarantee sounds pretty comprehensive. But, let’s test it.

Contacting Osprey about the Osprey guarantee

When I returned back to the UK, I contacted Osprey immediately. The first challenge was finding the backpack PI number, apparently it’s sewn into a tiny label inside the pack. After finding this, I was ready to fill out the form to request a repair or replacement using my Osprey guarantee.

I received an email back confirming that they would respond within 2-4 working days. Unfortunately, I didn’t hear from them for another 10 days. By which point, I was on the Camino Frances with my pack (minus the chest strap.)

Eventually, I received a reply from Osprey requesting further photos and asking me to confirm an address in the UK. I tried to upload photos of the backpack using the link they sent me but it didn’t work. I decided to wait until I got home and use my laptop.

During the Camino, another part of my backpack broke. This time, the zipper on the hip strap. A minor inconvenience, but another thing to add to my Opsrey Guarantee request.

Agreeing to a repair using the Osprey guarantee

When I returned to the UK in early October, I tried to upload photos of my backpack to share with Osprey. But the website was under repair. In the end, I contacted them via email again to confirm that their website was not working and I could not send photos.

I also used this opportunity to inform them about the second issue with my pack. Thankfully, they replied within a few days and confirmed that I could use my Osprey guarantee to return the backpack.

Sending the backpack to the Osprey guarantee team

Once I’d agreed that the Osprey guarantee applied, I was given an address to post the backpack to.

I was instructed to ensure that the pack was clean – apparently any dirty or smelly backpacks will be returned without repair. I gave it the best clean possible, a little spritz and packaged it up.

The address to send the backpack is not free post, so I had to pay the bill to send the backpack. Not an issue so long as it comes back repaired!

Getting the repair done with my Osprey guarantee

Within 24 hours of posting my backpack, I received an email from Osprey confirming that they had my received my backpack. I was super impressed with this, as I thought I’d have to chase them to find out whether my pack had reached them.

Even more impressive, within another four hours, I had received another email confirming that the repairs were complete. Osprey aim to repair all packs within 24 hours of receipt – I thought this was ambitious, but they seem to be super organised and my pack was fixed even quicker than this.

Receiving the backpack

The backpack arrived within three days of the Osprey team fixing it. I received a tracking email to confirm how it had been posted enabling me to track delivery in real time. It was packaged nicely in a box and my beloved backpack was inside looking good as new.

The Verdict on the Osprey backpack warranty

I could not be more impressed with the Osprey All Mighty Guarantee. From start to finish, there were a few delays – mostly these were down to me and my travel schedule. Plus, the Osprey website being down for maintenance. It’s hard to criticize Osprey for the website thought – plus they were super quick to respond when I told them about their website issue.

As soon as they got the pack, they had it fixed within FOUR HOURS! That is incredible. Plus, it was straight back in the post to me. And feels good as new.

Apart from the cost of postage (to Osprey), I incurred no other costs. Much cheaper than buying a new pack, and far more sustainable too.

The Osprey All Mighty Guarantee: Process

If you think you have a claim to make using your Osprey guarantee, here’s what to do.

• Contact Opsrey – send as much information as possible and include your PO number (the number on the little black label under your backpack)
• Opsrey will come back to you and confirm if they need more information or not
• If they do, get back to them with photos or information asap
• Osprey will then confirm whether you can send the backpack to them for repair and give you the postal address
• Package up the backpack, make sure it’s clean and odorless and pop it in the post
• Osprey will confirm when they receive the backpack, when it is repaired and when it has been sent in the post back to you
• Receive your backpack and get travelling again!

For more information – check the Osprey website.

Written by Emma

Wine Lover. Yogi. Hiker. Writer.

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