ExPed customer service

[Keithbob]

Hi all-

My wife and I are traveling down through Central and South America, and depend on our Exped pads when camping. We experienced a problem with one of them, when the internal baffles started ripping and the mat took on a hot-dog shape, pretty useless after that.

An email to ExPed resulted in a rapid response - where do we send a replacement? There was no hesitation to send it to Panama City in Panama, and they even sent a second since both of our were from the same lot number.

We received them today, thanks ExPed! It will be great to be able to sleep comfy again, and to have a backup mat just in case...

With great customer service like this, I can only say "Consider buying an ExPed!"

Keith and Jalene
southonabike.com

[Pongo]

Absolutely agree. My down mat unstitched itself down the middle 14 months after I bought it. No quibble about changing it, in fact, the replacement arrived before I had time to pack the old one to send it back, about three days.

[duibhceK]

Same problem and same experience here (mine was a Synmat UL7).
It does make me wonder a bit with many people having the same issue...

But credit to Exped for doing the right thing and being very friendly and efficient in providing a replacement.

[stevedo]

Same customer service experience for us, this time for a faulty tent. Purchased in the UK and very soon experienced an issue in Alaska on our RTW trip. An email to the UK was forwarded to Switzerland who put us in touch with the US who replaced the inner tent without question. Unfortunately the new one had the same issue and another was sent after issues with that another new complete tent, this time with design changes, was sent. Slightly disappointed with the fact that we had problems with a premium tent but cannot fault Exped customer service.
Steve
PS the tent is a Venus III and we've had no further issues with it.

[Selous]

Is it a lot of the same issues or a number of them?
Look at how many are sold, I suspect a batch

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