I just want to give a big shout out to Big Agnes for there amazing customer service.
Here’s the back story:
Several months ago, when my friend found out of my upcoming BW trip (June 4th) he gifted me a Big Agnes Air Core sleeping pad. It appeared new and unused. If I recall correctly the bag still had a tag on it. I took it on the trip and on day 5 a seam started to leak where the seam and valve body come together. It was a significant leak. I was able to repair it and it held for the balance of the trip. I was a little disappointed that it failed on the first trip but I was more disappointed because it was a gift from a friend.
When I got home I figured I would contact REI to see about getting an exchange, knowing my friend was a member and he most likely got the pad from them. When I showed the pad to an REI team member he said they haven’t sold that model for a couple years!! I was surprised! It appears my friend may have purchased the pad and never used it before he purchased the insulated pad that I knew about. I thanked him for his time and left.
When I got home I figured I would reach out to Big Agnes and see what they would say but I didn’t have high hopes because it appears the pad is at least a couple years old and has been replaced with newer models. I went to the Big Agnes website, clicked on the support/repairs, returns, warranty tab and basically explained to them what I just explained to you in the above paragraphs. I got a quick response and here is a portion of that email:

“Sorry to hear your sleeping pad isn't holding air. We'd like to warranty the pad online so we can get you back out camping as quickly as possible. We would be happy to send you the most comparable sleeping pad currently in our line as a replacement. We will replace your pad at no cost with the most comparable replacement, which is the Divide 25x78. If you'd like a different pad or product, we'll credit you $99.95 for your current pad, and you can apply the credit towards the purchase of any item in the Big Agnes product line, direct from Big Agnes. You can review your options at www.bigagnes.com. Credit must be used directly through Big Agnes at retail pricing.”

It was a longer email with details of how to start the process and a case number for the exchange. They even stated that to save money I didn’t have to send the old pad back to them, just send a picture of the valve cut off. In less than a week from when I sent the first email I have received an email stating the replacement pad this is already in the mail.

I wish all companies were this awesome to work with!! I plan on supporting Big Agnes by buying their products and also promoting them. I hope this story gives you confidence to try their products if you haven’t already. If you’re still reading this, thanks for staying with me this long. Happy Paddling.

That is great to hear. Thanks for sharing, we often only share when something goes wrong.

T

wow, that is truly great! i'd send their customer service a large box of chocolates.

I've had similar experiences with Big Agnes. Great gear, but when there's a problem, they stand behind it. In fact, they go out of their way to help. Great folks at Big Agnes!

PabloKabo: "In fact, they go out of their way to help."

That's how I felt and that's why I made the post.
I'm glad others have had positive experiences as well.