EpicSki › The Barking Bear Forums › On the Snow (Skiing Forums) › Ski Gear Discussion › Hestra's lifetime warranty - not so amazing?
New Posts  All Forums:Forum Nav:

Hestra's lifetime warranty - not so amazing?

post #1 of 24
Thread Starter 

I recently put a hole in my Hestra 3-Finger gloves while skiing some trees. I'd always heard good things about Hestra's lifetime warranty and saw it described across the web as "super" and "amazing":

 

Quote, Unofficialnetworks.com Gloves Review:
Plus they have a lifetime warranty, so as long as you don’t lose them you can get them repaired or replaced by Hestra for years and years.
Quote:
Originally Posted by extremetito View Post
Luckily, Hestra has a lifetime warranty, and will replace or repair the gloves with minimum hassle.

 

 

So I figured there would be no problem in fixing this as I'd only used the gloves about a full season before the leather gave way.

 

Now if you try to find the actual documentation for Hestra's warranty, it doesn't really exist. It's mentioned here and there that there is a lifetime warranty but no details are provided on any Hestra website.

 

After mailing in and waiting for processing, the warranty dept person had this attached in their email when denying my request:

 

Quote:

Limited Lifetime Warranty:
Hestra guarantees our products against manufacturing defects and workmanship. It is at the sole discretion of Hestra Gloves to determine defects.

Exclusions of Warranty:
We will not warranty items against improper use, misuse, accidents, unauthorized modification or alterations, normal wear and tear, improper care or drying, negligence, damage, or if the item was used for something other than its intended use (skiing).

 

I don't think this information is available anywhere else and it's a pretty weak warranty overall. Sounds to me like they will only replace if a seam comes out immediately after purchase. 

 

Just thought I'd provide a reality check to balance all these threads across the web on how great Hestra's warranty is. It's the least generous warranty I've dealt with thus far.

post #2 of 24

How did the gloves get damaged?  Did they wear or was it due to being poked?

post #3 of 24

Sorry to say, but in my mind, "putting a hole in my Hestra 3-Finger gloves while skiing some trees" doesn't really fit under warranty. It's pretty much same as "I crashed my car, and they don't want to repair it under warranty". So in my opinion, it's hard to say, their warranty is weak or anything like this. At least based on your case. 

post #4 of 24

I love my Hestra three-finger gloves. I would not hesitate to send them back if they fell apart due to a manufacturing or material defect but it would not occur to me to expect them to repair normal wear and tear. I read the considerable literature that accompanied my purchase and I do not recall any lifetime warranty against everything.

post #5 of 24



 

Quote:
Originally Posted by spknmike View Post

I recently put a hole in my Hestra 3-Finger gloves while skiing some trees. I'd always heard good things about Hestra's lifetime warranty and saw it described across the web as "super" and "amazing":

 

 

 

So I figured there would be no problem in fixing this as I'd only used the gloves about a full season before the leather gave way.

 

Now if you try to find the actual documentation for Hestra's warranty, it doesn't really exist. It's mentioned here and there that there is a lifetime warranty but no details are provided on any Hestra website.

 

After mailing in and waiting for processing, the warranty dept person had this attached in their email when denying my request:

 

 

I don't think this information is available anywhere else and it's a pretty weak warranty overall. Sounds to me like they will only replace if a seam comes out immediately after purchase. 

 

Just thought I'd provide a reality check to balance all these threads across the web on how great Hestra's warranty is. It's the least generous warranty I've dealt with thus far.



It's important to remember what manufacturer's defects are.  Did the stitching unravel?  Did the leather separate and peel?  If it was neither of these things, there's a strong to very strong chance that it was your fault that something happened to them, i.e. they got caught on a branch, you let them completely dry out after they were soaked, etc.  I would call and calmly explain the issue to a warranty representative and see what you can manage.  With proper care 

 

I had a similar issue recently with BD traverse poles- they broke about an inch below the grip rather than in the lower part, which they make replacement parts for.  They broke during a crash and I was honest about it- so the rep couldn't give a free replacement because it was my fault they broke, but he still sold me a replacement pair for list price because of the strangeness of the break, which was a small fraction of retail.     

 

So going forward, I'd be as real with myself as I can about why they wore out, try to speak to a warranty person about it and be nice.  They might be able to help you get a replacement pair for cheap even if it's technically your fault.  Also, in the future proper care of your Hestras can make them last literally years and years.  I've got several pairs and the olderst has probably been going for three or four seasons now. 

 

 

Good luck! 

 

 

post #6 of 24

have you talked to hestra about this yet?  what did they say about the repair?

post #7 of 24

I had a recent, and very different experience with Hestra. I got the same note in email when I inquired about warranty repair/replacement. I have Vertical Cut Freeride gloves that I bought a few seasons ago. The velcro wrist strap just wasn't staying closed any more. I returned them and they repaired them by replacing the velcro on the strap and cuff. After 3 hours of use, the repaired velcro on the strap failed completely. The sewing holding it to the strap just completely came off and the velcro was no longer attached to the strap. I took a picture of this and emailed the warranty people. I got a fairly quick response apologizing for the problem and offering to replace my gloves with a new pair if they had them in stock. They didn't have black, but they did have gray and I got them in the mail within a few days. Only cost to me in any of this was shipping the original gloves back to them once.

post #8 of 24

Hestra gloves are great, but man, they are not worth the money. I have a pair of Kinko gloves that are just as warm and have lasted me loads of days on the snowmobile for only $20

post #9 of 24
Thread Starter 
Quote:
Originally Posted by primoz View Post

Sorry to say, but in my mind, "putting a hole in my Hestra 3-Finger gloves while skiing some trees" doesn't really fit under warranty. It's pretty much same as "I crashed my car, and they don't want to repair it under warranty". So in my opinion, it's hard to say, their warranty is weak or anything like this. At least based on your case. 



I don't disagree with you, had the warranty information been available anywhere from Hestra. I would of accepted it for what it was and probably never even sent the gloves in. (I did email a photo of the glove and they still instructed me to send it in) However, as I mentioned, across the web has nothing but highest praise for the lifetime warranty and others post repairs/replacements are no problem. Maybe I've just been spoiled in my past warranty repairs/replacements from other outdoor gear companies?


Edited by spknmike - 2/15/12 at 10:20am
post #10 of 24
Quote:
Originally Posted by spknmike View Post



 Maybe I've just been spoiled in my past warranty repairs/replacements from other outdoor gear companies?



No, you have been spoiled by life, you twit.

 

Have you even contacted hestra? And if you impale you gloves, how the hell is it going to be their fault? 

Hell, I cut the finger of one of my hestras, with a knife. Should I get a new pair as well?

 

Sack it up and grow a pair and stich them back together. 

post #11 of 24
Thread Starter 

Have you even read my thread? Lack of warranty information is the issue.

 

FWIW, I didn't impale the gloves. The leather tore as I was untangling the glove from a tree branch.

 

Have fun flaming on the interwebs if it makes you feel better about your life.

post #12 of 24

Quote:
Originally Posted by Meathelmet View Post

No, you have been spoiled by life, you twit.

 

Have you even contacted hestra? And if you impale you gloves, how the hell is it going to be their fault? 

Hell, I cut the finger of one of my hestras, with a knife. Should I get a new pair as well?

 

Sack it up and grow a pair and stich them back together. 

 

Did you even bother to read any of the thread at all?
 

Edit: Heh, spknmike beat me to it.

post #13 of 24

As I read the OP's story:

- he was lead to believe Hestras have some super-duper warranty;

- he found out they have the same quite limited warranty that virtually all products have*

 

That sounds like a legitimate reason to be disappointed, in either (a) Hestra or (b) the people who say they've got some great warranty. Perhaps the latter is the more fair target.

____

*FWIW, it would be very difficult, if not impossible, for them to give any less of a warranty.

post #14 of 24

 

What I don't like about Hestra's response was that they didn't offer to fix the gloves for a nominal fee.  They could've said something like OK the glove's been kinda torn up by something but we iike you as a customer so we can (a) fix/replace them for $10 + s/h or ...

 

Well, they just lost several potential customers including me, my family, and anyone I ever talk to about gloves.  I just cannot stand for that kind of customer treatment.  

 

If I send my sunglasses to Maui Jim because I trampled on them, I expect them to either fix them for free or for a fee but not send me the glasses back saying that I have to buy a new pair though granted, sunglasses are a different kind of thing than gloves.

 

 

post #15 of 24

Well, if the purchase is recent, another source of recourse is through your credit card company.  E.g. American express is known to have some pretty good purchase benefits that are very pro-consumer. 

post #16 of 24

hestra has replaced gloves for me that I wore out.  I didn't read or know the warranty info, I just asked if they could repair them,  they said no, we will replace them.

 

they have done well by me 

 

YMMV

post #17 of 24

  worthless.gif

post #18 of 24
I agree, Hestra is a JOKE!! They don't care about taking care of the customer!
 
I purchased a pair of Hestra 3 finger gloves last year at the end of the Ski season.  I liked them and they kept my hands warm.   I put them away properly and took care of them.  
This season I went out and on the first day of the year, I grabbed the ropetow rope at Alta ski resort in Salt Lake City, Ut.  I only grabbed the rope, and the leather on the three fingers ripped.  I was frustrated because I have been doing this with gloves for years with no problem.  I thought, well its a pain in the @ss, but at least they have a lifetime warranty.  I Sent the gloves back and the company and they told me that I am out of luck and they will not stand behind their product and returned them to me.  I am very upset!  I spent $170 for a pair of gloves I used one time and they tell me I did something wrong? I am very disappointed! 
post #19 of 24

You work for Hestra!  Hestra told me to suck it when the leather ripped when I grabbed a rope from a rope tow.   Hestra does not stand behind its products!!

post #20 of 24
Thread Starter 
Quote:
Originally Posted by Skibum220 View Post

  worthless.gif

Hestra kept the gloves I mailed in..
post #21 of 24

I don't have any hestra gloves, but this thread has made me think twice before potentially buying any. It is important to me that I buy a product from people who back what they make. I understand that if I do something to mess up the product, thats on me, but I would still hope that they would help me repair / replace it for a small fee.

post #22 of 24
I had the same problem with Mountain Hardwear--they refused to replace my tent after a marmot ate a hole in the mosquito netting. ( Of course that tent was a replacement for the tent who's seams failed.  The new one was a more expensive model than the one that failed but I got it even steven--along with a new footprint--because I had a wait a few months to get it. It was a brand new model. So seriously, Mountain Hardwear is a great company--as long as you stay away from marmots.  Come to think of it the marmot also ate the cuff on my Kinco's and the strap on some BD trekking poles.  I should try contacting Kinco and BD.  I could actually take the poles back to REI, which will take back anything, but I have too much self-respect to do that--barely.)
post #23 of 24
Quote:
Originally Posted by spknmike View Post

Hestra kept the gloves I mailed in..

 

Wait a minute, so they wouldn't warranty the gloves, and then they kept them?  Unless they were completely destroyed and useless, I think I'd be pretty ticked off about that.  Throw some duct tape on the hole and they'd still work depending on how bad the hole was.  They would have at least been good for a backup pair of gloves I would think.

post #24 of 24
Quote:
Originally Posted by spknmike View Post
I don't disagree with you, had the warranty information been available anywhere from Hestra. I would of accepted it for what it was and probably never even sent the gloves in. (I did email a photo of the glove and they still instructed me to send it in) However, as I mentioned, across the web has nothing but highest praise for the lifetime warranty and others post repairs/replacements are no problem. Maybe I've just been spoiled in my past warranty repairs/replacements from other outdoor gear companies?

I find this line of reasoning a bit hard to follow. Seems as if 1) the gloves' warranty info was available, since you found it, and frankly, everyone's warranty info is in fine print somewhere obscure.My sense is that most boilerplate not spelled out in gristly legal detail on the product, but require contacting the maker. 2) it sounds very similar to the warranty on any other piece of clothing or gear. Lawyers take the same exams. In fact, it may be better since apparently it is a lifetime warranty, but for manufacturing defects. Many manufacturers only offer 90 days or the like, and even then for defects, not all damage. 

 

So as far as I can tell, you're upset because you became convinced that Hestra had some kind of extraordinary warranty - based on what other folks said on the web - where they'd just smile and send you some new gloves - and then you found out it was an urban legend. Oh yeah, and you ripped your gloves in the trees, and want to believe that's a defect, rather than what warranties call "normal wear." I'd try the same tack, in fact I have with tires, but I wouldn't really believe it. biggrin.gif Good luck, anyway.


Edited by beyond - 2/2/13 at 4:39pm
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Ski Gear Discussion
EpicSki › The Barking Bear Forums › On the Snow (Skiing Forums) › Ski Gear Discussion › Hestra's lifetime warranty - not so amazing?