I buy KLIM products for their undeniable quality and excellent reputation. In over 8 years of using them I’ve only experienced two minor failures that were rapidly addressed by them to my total satisfaction. Can’t beat that. Sure, I’ve damaged some from the rigors of off-road riding and the invariable occasional fallout from that, but I just replace them and move on. They’re expensive, but they’re worth it.
My first experience with Sidi boots was with their Canyon model. Excellent reviews, excellent apparent quality, and a fine brand reputation. They’re great boots with a perfect fit.
With respect to AltRider’s guard defect I experienced clear and irrevocable damage to both the Sidi Canyon boot (left only), and the KLIM Latitude Misano pants (left leg/cuff only). Both were purchased brand new for this season. In the first 100 miles after having installed the guard, both the boots and pants experienced their warranty voiding demise directly from AltRider’s guard. Very unfortunate for both them and I to be sure.
My complaint regarding the defective guard was brought to their attention immediately and was also posted here as a pre-emptive caution for others. AltRider’s response to my concern was both prompt and courteous, although they had avoided responding to the gear damage in their first few emails and only spoke of the guards’ return. I’m hopeful that they’ll send along the replacement and allow me to send the defective one back after, as I have it heavily taped up and am currently using it.
In the interim, I had ridden a friends’ bike off-road and had subsequently and irrevocably damaged the pants further. That damage occurred exclusively to the right leg… Positionally unrelated to the cutting that the guard had done to the left cuff.
After a few emails AltRider had requested that I send them pictures of both the damaged products. I promptly replied with pictures of the affected boot (also posted here), but was unable to send those of the pants as they had been assumed destroyed by a family member and disposed of… More unfortunately on garbage pickup day. Worse yet, before I took pictures. The timing could not have been worse. Clearly, it would now be a leap of faith for them to accept my word about the initial damage, and frankly I didn’t expect them to. This isn’t at all to say that I thought they shouldn’t.
Upon returning home yesterday I was pleasantly surprised to learn that AltRider had resolved the boot issue to my complete satisfaction. Additionally, they're of course replacing the guard at no cost to me. Realizing from personal business experience that these matters can go sideways pretty quickly, this was not the case. I applaud them for swallowing this bitter pill and for making perfectly good on their production error with respect to the boots.
However, they feel they’re not responsible for the damage to the pants as I stated that I had damaged them subsequently. Semantics? Perhaps.
Viewing the situation in it’s totality finds me having received compensation for 41% of my recent gear investment loss through no fault of my own other than having purchased their defective guard. I’m very uncomfortable with that. Yes, it’s unequivocally my error for having damaged the pants further, but the fact remains that they were a loss prior to that due to the guard. This of course is upon my word only.
The loss to both parties is plain to see. I feel for AltRider as these things can be difficult. Any opportunistic huckster can come up the pike seeking something for nothing, especially so with an admittedly defective product. In fact, they often seem to come out of the woodwork.
I retired at 40 due in no small part to having painstakingly committed myself to the axiom that the customer is always right. Maybe it’s the times, maybe it’s the company. Perhaps it’s my ego in addition to the pants that’s been damaged as my personal word wasn’t good enough… But a 41% solution is a pretty big disappointment by my measure.
No ill will toward AltRider. Continued success to them.
Please pardon the long post but I thought a summation would put this to rest better.
