Customer Service Wader Comparison Simms vs Patagonia

[NorcalBob]

I just sent waders to Simms and Patagonia for warranty/repair and thought I'd forward on the results. The Patagonia waders are quite old (dating from around 2005) but have been used very little (I actually never remembered owning these and found them stashed in a closet when I cleaned out my office, so while they may be old they have very little wear). They had significant leaking booties, a seam leak in the crotch and leg, and a few minor pinhole leaks. Patagonia classified all these as "usual wear and tear" and wanted $65 to refurbish the waders. I decided not to have them refurbished as I already have two pairs of Simms. At the same time I also sent in a pair of Simms G3 waders (dating from around 2006) that have a lot more wear than the Patagonia's, and they had a slightly leaking bootie, a major seam leak in the crotch, and a few minor pinhole leaks. Simms covered the booties and seam leak under warranty and charged me $15 for patching the pinhole leaks (which is quite fair). They also replaced the seat (had minor wear and scuffing) without my asking under warranty. Also, I sent in a pair of Chris' old Patagonia waders (about 2005) with very little use, that had major seam leaks caused by the tape lines chafing on the inside of the legs and Patagonia would not cover them under warranty (that surprised the heck out of me, because these leaks are caused by the tape line being on the inside of the leg and in no way are the fault of Chris).
Quite a difference in approach, between Simms and Patagonia and I know who will be getting my business in the future!

[beachbum]

I am fond of a lot of Patagonia gear, and they have replaced wading boots more then once at no cost. As far as waders go, Simms is the better choice for me. The G3's I bought this year are fantastic waders. Hope I don't have to send them in soon to see how the service is. Thanks for the viewpoint, Bob.

[lucfish]

I've sent three pairs of simms waders over the years and the customer service has been exceptional. Two of the waders were warranty work so just shipping and the other time they replaced the booties and pinholes for sixty five dollars. I was very satisfied and will continue to buy simms products in the future. No need to change.

[RichardCullip]

Wow, what a stark contrast in customer service. I'm glad I've got Simms waders.

[briansII]

I'm very surprised at Patagonia's response.

briansII

[hip]

I'm very surprised at Patagonia's response.

briansII

Me too, I don't own waders by them but I have lots of outerwear.
I had a pretty old jacket with wear around the hood and they exchanged it on the spot for newer model.
No receipt, no questions asked and it was a two hundred dollar jacket.

Bob you may want to try and take them in store, explain to them about your sons waders and see what they say. jon

[NorcalBob]

Unfortunately, I mailed the waders in to Patagonia's wader repair shop in Nevada, so I can't take them to a Patagonia store. Wouldn't matter anyways as there are none any where near me! I've never used Patagonia's customer service before, but heard lots of good stories about it. My one experience is not a good one! I also emailed Patagonia's customer service department and got the following answer:

"Hello Bob,
Thanks for your email and valuable input. All returns/repairs/warranty issues are taken in and evaluated on a case by case basis. I will pass your notes along to the appropriate people. Thanks again for sharing your story.

Have a good day!

Crystal,

Patagonia Customer Service"

[beachbum]

Bob,

They have always done right by me. Hopefully they will step up and do so in your case.

[rkfiske]

Very interesting, I've had nothing but good things from patagonia in the past though mostly it's been outerwear and the like just like some others here. I did pick up a pair of Simms G3s and after hearing this I'm a little relieved. I know I'm fairly hard one waders as are many of the small stream guys on this board. Some of us have even started to wear full on body armor!