I have to share this great story about the fantastic service I received from Big Agnes, maker of my backpacking sleeping pad. About six years ago, I was gearing up my family for backpacking and bought a total of four Big Agnes insulated air core sleeping pads, one for each person in my family. After about six hikes, three of the four began losing inflation, and wouldn't hold air overnight. The fourth, mine, was fine. I go on more trips than my family does, so mine gets far more use. To this day, my Big Agnes pad holds its inflation just great. I had read in an online gear forum that some of the early models of the Big Agnes pads had warranted manufacturing issues and that Big Agnes had replaced the pads even though the stated warranty period had passed.
I contacted Big Agnes via their web site and went through the returns process for the three leaking pads. Big Agnes deemed the problem a warranty situation, and just yesterday, I received replacement pads. Throughout the process, Big Agnes kept me apprised, via email, of the status of my return claim.
I've recommended Big Agnes pads to several people, and two or three friends have bought them based on my recommendation. I doubt that my friends will need to return their pads, but if they do, I'm confident that Big Agnes will treat their request with the same care that they did mine. I am extremely happy with the service I received from Big Agnes, and I continue to sleep soundly and warmly in the woods on my comfy Big Agnes pad. Now my family can, too, just in time for this year's peak hiking season!
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