Lost the should strap on the Jansport backpack after 3 weeks of use. Customer service won’t replace, requires backpack to be sent in and repaired. The estimated time is 4-6 weeks to repair. After speaking with Jansport, they feel this is a special “service” and are not willing to replace or send a loaner backpack.

Very frustrating. Quality and customer service are lacking.

Most places will have you return the item. Otherwise anyone could just claim their product is broken and keep getting new ones.

Of course. However the brick and mortar is one week past the return window.

I spoke with customer service. They are willing to repair. But process takes way too long to be without a backpack.

The right process would be:

Jansport to send a new backpack and customer required to send the defective unit back. That is what all the major companies do.

Who thinks Jansport is BIFL?

I did. Apparently I was the dumb one. Maybe I believed their marketing from when I was in school.

that's too bad, as I had the opposite experience with them about 8 years ago. the zippers were splitting on my brand new jansport and they immediately sent me a credit to purchase a new bag AND keep the old one. I thought it was generous and odd at the time but I wasn't complaining as it seemed like an outstanding warranty support. maybe the tables have turned since then?

and as a side note, I've had the replacement backpack since then as a daily commuter jam packed full with absolutely no complaints and very minimal wear. so I've been impressed.

Too many bad faith customers that abuse it.

I returned my backpack and bought another one. It did take a month and they sent me a new backpack.

So I did get a replacement but it was at the expense of going without.

I guess it’s better than nothing.

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If you are required to send the old one back, how do people abuse it? Even if they waited till the old one arrives I would be okay.

It’s the 4-6 weeks that kills me

What did you buy instead? Any recommendations?

I got the Hawk Ridge Backpack in Black and it's been great.

Nice. Thank you for the recommendation!

OP jansport offers great customer service with repairs and replacement. Of course you have to send the item in, they are arent going to give you a loaner backpack. If they offered a service like that it would be abused extremely quickly. In the meantime pick up something cheap from the dollar store. Its not that big of a deal.

Edit: typo

I like my dakine, 5-7 years of daily and just starting to show signs of wear

So… don’t buy it for life?

They have a lifetime free repair or replacement policy. Just because you aren’t willing to send it in for repairs doesn’t mean they are lying.

I just sent my daughters backpack I. To them after she stupidly took a pair of scissors to it to unstick a zipper. She cut the living shit out of it. I sent it in and it came back in two weeks, repaired and better then new. They would have replaced it if they couldn’t fix it. It cost nothing on my end.

I had one of their backpacks I used all through 6 years of college, gave it to my other kid who proceeded to treat it like shit and ripped and tore it up so bad it wasn’t usable. Sent it into them and like the other one they sent it back in better then new shape. That thing was 13 years old at that point. He still has it and uses it quite often.

Sounds like BIFL to me.

Exactly. Or R/Buyitforamonth. We can start a new sub. S/

Oh I’ll be sending it in for repair. But the process has left me super frustrated. I remember Jansport being of good quality when I was young. But to have it fail so far and require 4-6 weeks of time to repair. I essentially have to buy a new backpack while I am waiting for this to be repaired.

I personally disagree. They were not easy to work with and I had to follow up multiple weeks to get a response. They confirmed they will NOT provide a loaner pack pack. I specifically asked.

All in all… not happy with their service.

Edit: Am I getting downvoted for what I am telling people what I just experienced? Or some other reason?

It’s a 1/2 page form, mostly name and address so they can return it to you, shove it in a box and you’re done. Like I said, I literally just got one back Saturday after only two weeks, so their six week estimate is probably max time. They had to repair a cut flap, replace two torn netting pockets with stronger netting, and replace a zipper my daughter cut in two and they still got it back to me in two weeks. I doubt you’re little handle restitch will take that long.

I’ve had several Jansport backpacks. Bought them in 2013, and have I used one for two years of college, and then multiple years working as an EMT, (and other jobs,) and now I’m using it again in college. Haven’t had any issues.

I have a Jansport backpack from college and the shoulder strap started separating after 15+ years. It has special surf shop logo stitching (HIC in Hawaii) and I wanted the backpack repaired and returned vs a replacement. They said okay so I sent it in and it came back good as new. Only cost was shipping to Jansport.

They are. Never had any issues with mine. Lifetime warranty too, including everyday wear.

And they might just replace.

I still have mine going strong from 1995.

Agree—it’s great. I had a roller backpack from 4th grade until 10th grade. Used it every day and put it through a lot. When it got rolled over in the school parking lot, I sent it in and they replaced it with a new one (apologizing that the fabric from my old one was no longer available). Used the same backpack from them for four years of college and still for lugging things around. Those things are BIFL

You get what you pay for. They aren’t going to send out a courier with a new backpack for you. No brand that sells at target will. If you want that type of service you need to pay for it.

Go to a thrift store! They are super cheap and you can donate it to a school when you get your Jansport back.

Genius!

Back when I was a starving student, I actually bought one at goodwill that ended up having a zipper issue. Sent it the jansport and got a new one for free.

They have online forms to fill out and you send it in for repairs/replacement for free. My 5 kids have had the same Jansport bags; elementary through college, and they honor their products forever. They even wash them, and on one occasion added a mesh pocket inside the fron small zipper that was not previously there!

My kids both have Jansport backpacks. My son's is 15 years old and is covered in sewn on patches. My daughter's is 12 years old but she had to stop using it this year because it isn't clear.

I always thought that's a cheap Walmart brand type

Do you know how this works for limited run backpacks? I have an iloveugly Jan sport Collab I’ve been using for 8 years with no issues yet. Just wondering for the day it eventually does give out

Why is this in BIFL? Most of the VF Corp stuff hasn't been BIFL for almost 20+ years. Jansport was great 30 years ago, this is not the same Jansport anymore.

Probably. But I assumed this was the same company I grew up with. Now I am buying it for my kids, I am realizing it isn’t the same.

Or go to Walmart and buy a super dope character backpack and donate it to a school (maybe with some supplies) so a kid has a nearly new backpack that his/her friends will be jelly of and the memory will stay with them forever

Literally Jansport is the reason I took an interest in BIFL gear because every Jansport I've owned fell apart in under a year... thus I started researching brands that would last longer.

That back pack is for “single strapping” now. You may now hang out with the cool kids

Repair and replacement is not bifl. Rifl

Chances are it will still be deemed under warranty for repair/replacement. However any limited edition pieces or fabrics may not be repaired with the same, or if they go the full replacement route it will likely not be a limited edition bag.

You shut your mouth when you talk about the Jan. Edit: autocorrect. 👍

Can confirm VF has gone majorly downhill. Worked for The North Face for several years. Not only is their gear getting worse, they are terrible employers.

What on earth did you just say???

That is the positive way to look at it for sure.

To be honest that is how I always wore it when I was in school.

I dunno, I had similar experiences with a recently manufactured jansport bag... Thing was falling apart within a year. Not impressed. They will repair it if you are willing to pay the shipping both to and from the repair facility, which since I'm in Canada was not really worth the cost.

If the lifetime warranty doesn’t work out for whatever reason, I took my backpack to a luggage repair place. They put the strap back on and reinforced it!

Is that a Wilson Ultra?

But yeah, that sucks. Maybe look into a dedicated tennis backpack? I have one from Fila and it's pretty great.

I used the same one from high school, through college, and now it's my dedicated mobile mechanic/tool backpack. I don't know if that warrants buy it for life but we're about 16 years in and it's as sturdy as it has ever been.

Your thumb looks like a foot.

They have a cheap line I have looked at. Never bought one. They are noticeably cheaper looking. Had the suede bottom one in high school in the 80’s that I still have. That is what I have bought my four kids. One all the way through school started college this year. Have sent in a couple for repair. Easy to do.

. It cost nothing on my end. > Free shipping too?

Your thumb is weird. /confusingperspective

That’s my wife’s foot in the background. Or my thumb is a foot. That’s for you to decide.

I guess I have only encountered those cheap ones on kids in highschool over 10 years ago, just never even considered the brand ever since

Give me a break.

I still have a big black Jansport I got from Tillys in 8th grade. It’s the kind not just with the front small pocket and the main compartment, it has two “main compartments”. Anyway, I am a surgeon now and that 20 year old backpack is one of the oldest things I own that isn’t a hand-me-down.

I had a jansport where the strap was half coming off so I crust punk'd it by sewing back together with dental floss

BIFL doesn't mean it will last forever. It means it can be maintained and or repaired. Things that get used break. Those broken things can be repaired. That makes it BIFL.

The cool kids all use just one strap anyway.

Take his Jan outta yo mouth!

I bought one of these in the late 80s or early 90s. I had to replace it once during college win. I screwed up one of the straps. Out of college I got a job with about 30% time and travel and went all over the world. Somewhere along the line, I tore it on the bottom of the airline seat in front of me.

They were happy to replace it for free both times. That means I spent probably $20 on a backpack that was actually three backpacks that lasted like 30 years. So far.

It is buy it for life. You are just doing it wrong.

Where did you buy it? My wife bought a jansport fanny pack off of Amazon and it was definitely counterfeit. No YKK zippers, different stitching, different colors etc...

This happened to me in high school and I wore it crossbody for years

I have a Jansport pack that I’ve had since college and still use regularly. I graduated in 1995 if that tells you anything. Leather bottomed Right Pack and my only gripe is that it doesn’t have an external water bottle pocket since those were really a thing in the early 90s 🤷‍♀️😆

I had one since 8th grade and I’m 42. Got rid of it cause of a flood that left it moldy a year ago. It had a good run!

I’m literally using my same straight-edge style jansport backpack ^((clutch)^) today for the past 23 years.

I’m surprised no one has pointed out the fact that this person has a tiny foot on their thumb.

Had the leather bottom one since 2006. Been using atleast 2~3 times a week. Yet to send for a repair even once

Nah dog that's just shrinkflation.

You are being downvoted for having unrealistic and over the top expectation. No backpack companies are going to send you a loner backpack while yours is in for repair, its not a car.

While they technically do have a lifetime warranty, it is a limited lifetime warranty. Most of the time they’ll take care of you, but not always.

> If your product covered by this warranty fails due to a manufacturing defect, we will repair it without charge, or replace it, at our discretion. Only unaltered and unmodified items and original workmanship are covered. This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Damage not covered under warranty may be repaired for a reasonable rate and a fee will be charged for return shipping.

I didn't know they had a warranty like this! I need a new backpack so Jansport it is! Do you need to keep any documentation from it or do they just service it so long as it's a legitimate Jansport and not a knockoff?

My issue is simple. The product was defective after 3 weeks. They wouldn’t replace it which was the original request. Instead I have to go through a 6 week ordeal to have it fixed.

Is it unrealistic to expect either good quality or for them to to resolve the issue quickly? Otherwise I have to send my kid to school without a backpack for 6 weeks all due to a manufacturing defect. In my opinion it’s great they repair, but when it fails that fast… they should just replace.

But thanks for explaining. I’m definitely frustrated by dealing with this most of the morning.

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About $90 with shipping but ok…. Didn’t know there was a minimum spend limit on this sub.

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https://www.jansport.com/customer-service/warranty.html

An expectation that things don’t break after 3 weeks is not a high bar. Are you saying you wouldn’t be unhappy?

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As explained earlier. I purchased through a brick and mortar. It was just past the point where it could be returned. So here we are.

Jansport won’t replace it. Thus I have to send it in to be repaired. The estimate is 4-6 weeks. In the meantime I send my kid to school with no bag or have to buy a bag to bridge the gap.

Can you see how that would be frustrating? 3 weeks of use and it has to be sent to be “fixed” instead of replaced. I get it if I had a year or more of use.

I mean great products aren't always going to be perfect. I'd be annoyed too, but can't write them off completely over one failure.

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I agree. But after dealing with their customer service… I don’t think I will buy from them again.

Complete a claim form online and send it to Jansport- they will repair or replace it. I have done it multiple times over the years. Only buy Jansport!

Yes. I am on it. I was just bummed it failed after 3 weeks and then instead of just replacing it… I have to send it in to be repaired (4-6 weeks). But yea, I agree. I will be sending it in.

How can they make money?

The store didn't replace it? Three week return policy?

No. Just outside the return window at the store. Jansport wouldn’t replace either.

Because their defect rate is .02

I bought a Jansport Spin Doctor in 1997 and used it daily for 8 years, then frequently but not daily after that. It's been sent in 3 times for repair and is in near-perfect condition today. Great stuff.

While they say that only original workmanship is covered, I’ve found them to be super generous in repairing/replacing damage caused by normal wear and tear or accidents

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Maybe it's you

that's because it's a Jansport.

I can shit in a box and guarantee it for life as a screwdriver. It's cheap enough for me to just endlessly replace your old shit with a new shit. Costs me almost nothing.

Well no duh, Jansport is shit.

How long did the repair take?

This is a good point. I wonder how they handle counterfeits that are sent in for repair. Anyone know?

Also some people just throw it away and buy a new one.

This was several years ago so I don’t remember how long but I’d guess about 1-2 weeks.

I went to Ross or Burlington Coat Factory and bought another Jansport backpack while I was waiting. That one wasn’t very expensive I recall maybe $20. I still use that one, too.

That is likely a contributing factor, I use the hell out of my backpacks... carry daily, they go camping with me, go on travel trips, I often have them heavily loaded, they get lots of use and wear and tear. The most common failures I had were straps coming off or holes wearing in the bag.

Now I have a Hazard4 bag that I've been carrying for like 8 years and, other than being a little dirty, it still looks brand new.

I had a Jansport-like Outdoor Products bag I purchased for a day's minimum wage pay when I was 12; Mom thought I was nuts. Over 15 years, they repaired it once and replaced it twice. On the fourth attempt, they objected. I can't blame them, they were honorable, even if they didn't seem to honor their "lifetime warranty" literally.

I've revisited their warranty statement in recent years; they seem to have reconsidered, and seem recommitted to the BiFL warranty concept. Not sure its worth it for many with today's shipping costs, but if I was looking for a new BiFL book bag-backpack, I'd give them a chance alongside Jansport.

Send it in. They have a lifetime guarantee

I think my wife has a backpack from Outdoor Products that has seen better days. She had it before we were married and that’s 14 years this month. I wonder if she knows she can get it repaired. I’ll let her know!

I would expect the retailer to cover a product that breaks within 3 weeks honestly, which is likely their own expectation. Most places, even in the US, there would be a law to prevent the retailer in question from refusing a return if the product is defective.

Also looking at that picture I would expect that some serious force was used to rip that strap, as it looks like there are broken threads. Maybe it was a force it should have withstood but there is a limit to what some cloth & thread can handle and kids are destructive.

First thing I would do is just double check the return policy of the company you bought it from and maybe consider talking to a different employee about it. Maybe the guy you talked to was just an idiot. Its the retailers job to fix this not the manufacturer, Jansport didn't sell it to you and doesn't have another bag right there to give you as a replacement like the retailer does.

When it comes to a manufacturer, I would say that a willingness to fix the issue with the bag and send it back is reasonable and what most people would expect of their warranties. The fact that they have on occasion provided replacements instead of repairs doesn't obligate them to offer that to you, or offer you a loaner as that's never something they agreed to provide you.

A sub already exists for this is probably why you are getting comments for this.

Look up the BIFL Fails sub.

It was a joke.

It may have been a joke, but keep in mind tone can't be heard (I noticed you edited in a /s now so that helps) on the internet and since you posted a BIFL fail in the BIFL sub many people would likely assume you didn't know of its existence.

Yes, this exactly. I have an 18" leather and cordura fanny pack with front zipped pocket that I used as a shoulder bag for about 12 kilos of tools. Jansport repaired it 4 times over 25 years for broken zippers and general tears on the shoulder strap and pack. I sent it in, told them how I was using it, and every time got it back with a nice note. Finally my shoulders needed a break, so it's retired. Favoritest pack after my 1972 Frostline frame alpine pack. That full size backpack is still the Bomb!

They'll know it when they see it, mine was 25 yrs old when I retired it after 4 repairs. Only had to pay shipping to them. I never had any proof of purchase.