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For the record: I've always had bulletproof customer service from NRS. Simply never a problem, period. But today I received the following from a neighbor and close kayaking buddy:
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Has anyone else had problems with NRS standing behind their products? I was down in Moscow a couple weeks ago at the NRS store just before a three day self supported kayak trip. I had planned on buying a new Werner paddle, spray skirt, and water boots. In addition, I wanted NRS to replace an “extreme drysuit” I had purchased six years ago. When I bought the “extreme” drysuit the advertisement said it had a lifetime guarantee.
The drysuit leaks like a sieve, and has for the last three years. I have replaced the usual wear items like the socks, and neck gasket at the Lochsa Connection. NRS had previously repaired it by putting glue on it, a two week process. There are no visible tears in the suit.
When I saw the words “lifetime guarantee in the advertisement for the drysuit, I assumed it was for my life and I’m still alive. NRS informed me it was for the “life of the garment”, what is that? He said I had got a lot of use from the dry suit, and NRS was not going to replace it or consider a store credit.
Anyway NRS lost a customer for life. I have heard stories of Kokatat actually honoring their guarantees. My plan is to become an outdoorplay.com customer.
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To be fair, I haven't seen the drysuit. However, this is a pretty stand-up guy so I seriously doubt he's trying to cheat NRS in some way. Anyone aware of any formal changes in NRS policies?
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