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Old 08.01.2016, 19:20
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Mammut jacket fell apart in warranty period, Warranty repair refused

I bought a pair of shoes, a fleece and a shell from Mammut Zurich, the shoes lasted 2 months before they had to be replaced, the shell lasted 6 months and it was replaced (where replaced means I got a store credit to buy a more expensive shell), the replacement shell had to be repaired after a year and the repaired jacket now has the taped seams coming apart in the hood, lapels and shoulders within the 2 year warranty period but Mammut are refusing a warranty repair.

I intend to get the jacket inspected professionally to draw up a report and compel them to honour their warranty but I have no idea where to get it inspected. Has anyone experience of anything similar or suggestions where to find an expert jacket examiner? Google is just throwing up lots of review sites.

Much as I'd like to think I put my equipment through Ueli Steck levels of stress in truth it's a bit of hiking and skiing with some extreme walking about Zurich in the rain. Safe to say I'll not be buying any more Mammut gear.
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Old 08.01.2016, 19:28
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

I've since put my trust in Rab over last few years, no probs.
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Old 08.01.2016, 19:37
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

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I intend to get the jacket inspected professionally to draw up a report and compel them to honour their warranty but I have no idea where to get it inspected. Has anyone experience of anything similar or suggestions where to find an expert jacket examiner? Google is just throwing up lots of review sites.
You may find an expert here:
http://www.stf.ch/

or

http://www.empa.ch

or

http://www.swisstextiles.ch
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Old 08.01.2016, 19:59
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

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I've since put my trust in Rab over last few years, no probs.
Exactly what I'll be buying next and less than half the price of the Mammut shell.
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Old 08.01.2016, 19:59
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

Cheers, I'll have a good read through them tonight.
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Old 08.01.2016, 21:23
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

I had a similar issue with a Columbia jacket that I had purchased years ago in the US. US products have a life-time warranty and so I contacted Columbia in Europe. They asked me to send the jacket to them (no proof of purchase required) and they sent me back a jacket that was far better than the one I had sent in. I would definitely buy another Columbia jacket.

It is really frustrating and disappointing when manufacturers don't take responsibility for substandard quality in their own products.
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Old 27.02.2017, 11:55
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

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the repaired jacket now has the taped seams coming apart in the hood, lapels and shoulders within the 2 year warranty period but Mammut are refusing a warranty repair.

I intend to get the jacket inspected professionally to draw up a report and compel them to honour their warranty but I have no idea where to get it inspected. Has anyone experience of anything similar or suggestions where to find an expert jacket examiner? Google is just throwing up lots of review sites.
Hi Reids,

Did you get anywhere with your jacket return? My wife and I are in exactly the same position. We spent a small fortune on a Mittellegi Pro Hard Shell and a Nordwand Pro jacket a year ago. Both jackets are now de-laminating in the hood, shoulders and back. Mammut have told us that it is not covered by the warranty because it is due to us sweating in the Jacket and hence is our fault because we did not wash the jackets.

I have never had this with any other gore-tex product that I have worn for sports so am really annoyed. They have offered us a 30% voucher towards new Jackets. With a retail price of 800CHF per jacket 30% doesn't go very far!
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Old 27.02.2017, 14:03
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

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Mammut have told us that it is not covered by the warranty because it is due to us sweating in the Jacket and hence is our fault because we did not wash the jackets.
You bought from a Swiss company, what did you expect? The product is perfect, of course it is your fault!
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Old 27.02.2017, 15:03
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

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Hi Reids,

Did you get anywhere with your jacket return? My wife and I are in exactly the same position. We spent a small fortune on a Mittellegi Pro Hard Shell and a Nordwand Pro jacket a year ago. Both jackets are now de-laminating in the hood, shoulders and back. Mammut have told us that it is not covered by the warranty because it is due to us sweating in the Jacket and hence is our fault because we did not wash the jackets.

I have never had this with any other gore-tex product that I have worn for sports so am really annoyed. They have offered us a 30% voucher towards new Jackets. With a retail price of 800CHF per jacket 30% doesn't go very far!
Try the Schlichtungsstelle at your local court. In the first instance it is for arbitration, and if no solution can be found, then the dispute can go to a normal court hearing, where you can claim your money, and if you win, automatically the court fees. I imagine Marmmut might wish to see you with an offer before it gets that far ....
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Old 27.02.2017, 19:38
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

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Hi Reids,

Did you get anywhere with your jacket return? My wife and I are in exactly the same position. We spent a small fortune on a Mittellegi Pro Hard Shell and a Nordwand Pro jacket a year ago. Both jackets are now de-laminating in the hood, shoulders and back. Mammut have told us that it is not covered by the warranty because it is due to us sweating in the Jacket and hence is our fault because we did not wash the jackets.

I have never had this with any other gore-tex product that I have worn for sports so am really annoyed. They have offered us a 30% voucher towards new Jackets. With a retail price of 800CHF per jacket 30% doesn't go very far!
Hi,
No I sent three emails about an evaluation and got two back saying 'no sorry can't help' I posted photos of the crap jacket on Mammuts facebook page and they deleted it. I've now got a Rab jacket which is far better quality, and better designed too. The shoes fell apart on me too and the stitching gave way on the fleece.

I wonder if 'sweat' is their standard getout, thats what they claimed with me. Mammuts website said to wash the jacket sparingly so I only sponged it. Then they jumped on that to say it was sweat damage 'On the lapels? the hood?' I said but that was no good. I was offered money off another jacket, but having done that dance before I wasn't keen to give them another rappen.

Sounds like your purchase is a more expensive mistake than mine, if you chose to use SBrinz suggestion feel free to PM me for supporting evidence, i still have the jacket thinking I might retape it myself one day and use it when I don't want to risk a decent jacket.
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Old 07.03.2017, 17:19
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

Thanks for the responses Sbrinz and reids. I am going to get the help of the Swiss Consumer Forum group http://www.konsum.ch/ and will see how it goes
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Old 07.03.2017, 17:24
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

Why the groan Patsycat? You work for Mammut?
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Old 07.04.2017, 14:29
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

So I finally got a response from the Swiss consumer society legal helpline - translation below. If we cannot prove we used the jackets in accordance with Mammuts 'regulations' then it is all our fault. Seems like a giant loop hole in Mammuts favour - especially since there is no definition of what the appropriate use of a jacket is. So they can just endlessly say we didn't use it appropriately. Aggghhh - so frustrating.

"Thank you for your inquiry, please excuse the delayed response.

The general terms and conditions (GTC) are applicable. When you conclude a sale, you agree to it, which means you are part of the contract. In addition, in Switzerland, freedom of contract applies, whereby the contract content can be freely agreed between the parties.

In this case, Mammut declares in the General Terms and Conditions that a full warranty is fulfilled in "proper and careful use". In your case, it is important to consider whether you have used the jackets within the appropriate scope or whether this went beyond. In the case of intended use and wear, the replacement of the inner lining is certainly not justified or can not be attributed to self-fault. It is also important to include the instructions concerning the care of the corresponding jackets. However, if you have used the jackets in accordance with the regulations, you do not have to accept Mammut's offer and may insist on the replacement of the jackets or the refund of the purchase price.

We hope to help you with the above remarks and are gladly available for further questions."
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Old 07.04.2017, 21:50
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

Sorry, but not surprised to hear that. Content yourself with convincing friends to buy proper gear. Mammut have lost significantly more than replacement/repair costs by me pointing friends in the direction of better equipment.
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Old 08.04.2017, 11:19
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

Post on twitter and show the pictures. They can't delete twitter. Do a hashtag to their twitter feed. I've used for other issues (not Mammut) and received prompt response. Most companies have social media monitoring teams so they catch this quickly.
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Old 19.04.2017, 09:36
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

I bought a Rab down Jacket and it was also disappointing. I stick to North Face for those... the best.

For shells, I love Arcteryx but they sure are pricey. Lasts very well though.
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Old 19.04.2017, 09:40
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

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Post on twitter and show the pictures. They can't delete twitter.
Sure they can! https://thenextweb.com/twitter/2017/...#.tnw_6xxUtc5Q

Twitter is a money losing company. There's probably some price list behind the scenes for all that it's just not for you to know
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Old 20.04.2017, 00:06
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

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I bought a Rab down Jacket and it was also disappointing. I stick to North Face for those... the best.

For shells, I love Arcteryx but they sure are pricey. Lasts very well though.
What happened to your Rab jacket? I bought a Rab shell and so far I'm very happy with it, much better designed than the mammut it replaced.
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Old 20.04.2017, 10:17
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

The down shifted unevenly from section to section... it was not as warm as it should have been.... after washing and drying (down wash cycle and gentle dried with plenty of tennis balls), it was useless. Had to throw it away.

My north face down jackets have survived plenty of trips to faraway high cold places, always had good results with washing. Good as new for many seasons, and very warm with even spread... much better quality down I suspect.
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Old 20.04.2017, 10:21
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Re: Mammut jacket fell apart in warranty period, Warranty repair refused

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The down shifted unevenly from section to section... it was not as warm as it should have been.... after washing and drying (down wash cycle and gentle dried with plenty of tennis balls), it was useless. Had to throw it away.

My north face down jackets have survived plenty of trips to faraway high cold places, always had good results with washing. Good as new for many seasons, and very warm with even spread... much better quality down I suspect.
I've had both and in terms of quality would say they are more or less the same.
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