LTT Backpack Fail

[AbsoluteWoo]

28 minutes ago, FFLORO said:

Neither of which is actually an issue though - in every case there's a plan how to fix it and a full refund if you don't like it. I feel like most of the people actually complaining are those who haven't actually bought it and want to tell themselves now it was a good decision not to feel like they're missing out or something

 

And having dealt with a lot of faulty products in the past, LMG's support team is second to none - even giants like Samsung try to always reject any claims, blame the user and avoid any responsibility for weeks/months, here the rule actually is to 'make it right'

 

tl;dr if you actually bought something and have an issue, reach out to the support team, you'll be fine lol

Of course it's an issue. Having a product you can't use as intended is an issue. You don't get a replacement the moment you notice something isn't right. If you ask for a refund you don't get an another bag immediately. If you needed it that day you're out of luck. People will have had LTT bags with broken carabiners for almost a year now. Just because there's a plan doesn't mean it's not an issue. Going by your logic the Samsung Note 7 exploding wasn't an issue, the Xbox 360's RROD wasn't an issue. If a customer is put out after the purchase, it's an issue.

 

LTT's support probably is fantastic, that was never in question. I've never had to use it fortunately. But also Linus likes to talk about how much thought and effort goes into their products, and so far one of their main products has had 3 notable issues which all could have been avoided by more thorough testing and inspection. And these are not one off issues, these are issues that affect every single production unit in customers' hands.

[Adam Pilolla]

5 hours ago, Razercake said:

Since the double layering issue is causing everyone who bought the backpack before the 8th to get a refund option this is overall a non-issue. 

just to be clear. if someone bought it when it was advertised as a feature, and contacted support after you removed it. would you not offer replacement/refund anymore? I understand not doing it for new purchases, but seems strange to remove this offer for people who bought it when it was listed as a feature. again this is overall a non-issue cause of the lack of double-layer, providing an opportunity to refund.

 

I'm just interested in fully knowing LMG's view on this, as I expected you to offer customers a refund/replacement at least once. since these people bought a product that could stand on its own but didn't. can you clarify that a bit? wanna make sure I don't misunderstand what you mean.

In that scenario we wouldn't offer a replacement because that would not solve your issue; your new backpack would sag just like the first one. We would offer you some other type of compensation and exactly what that is would depend on what is required for you personally to feel like we've achieved a fair resolution. We're empowered to do whatever is reasonable in those situations. If you needed an out-of-policy return in order to feel "made whole" then that would be on the table for sure.

[Razercake]

31 minutes ago, Adam Pilolla said:

In that scenario we wouldn't offer a replacement because that would not solve your issue; your new backpack would sag just like the first one. We would offer you some other type of compensation and exactly what that is would depend on what is required for you personally to feel like we've achieved a fair resolution. We're empowered to do whatever is reasonable in those situations. If you needed an out-of-policy return in order to feel "made whole" then that would be on the table for sure.

Appreciate the clarification, I misunderstood replacement to mean any type of support/compensation. this makes a lot more sense, thank you. 

[FFLORO]

2 hours ago, AbsoluteWoo said:

Of course it's an issue. Having a product you can't use as intended is an issue. You don't get a replacement the moment you notice something isn't right. If you ask for a refund you don't get an another bag immediately. If you needed it that day you're out of luck. People will have had LTT bags with broken carabiners for almost a year now. Just because there's a plan doesn't mean it's not an issue. Going by your logic the Samsung Note 7 exploding wasn't an issue, the Xbox 360's RROD wasn't an issue. If a customer is put out after the purchase, it's an issue.

 

LTT's support probably is fantastic, that was never in question. I've never had to use it fortunately. But also Linus likes to talk about how much thought and effort goes into their products, and so far one of their main products has had 3 notable issues which all could have been avoided by more thorough testing and inspection. And these are not one off issues, these are issues that affect every single production unit in customers' hands.

Fair enough, those are issues, just dealt with in a clear way and with plans to avoid in the future. That's kinda a thing with early adopters though, regardless of the reviews in the beginning, there's no way to see every possible outcome in years to come between tens of thousands of units. And yeah, I agree, which is also why when I bought my £200+ hiking boots I chose a tried and tested model that was on the market for years to know exactly what to expect, with a backpack I guess personally I'm more okay if it's not perfect.

[helgehelge123]

5 hours ago, FFLORO said:

Neither of which is actually an issue though - in every case there's a plan how to fix it and a full refund if you don't like it. 

It is, though. To know they removed that feature you have to explicitly look for that picture on the store or randomly read the faq, or forum posts. 
I guess a lot of people dont know they simply erased that feature of from existence. 

[kirashi]

3 hours ago, Adam Pilolla said:

In that scenario we wouldn't offer a replacement because that would not solve your issue; your new backpack would sag just like the first one. We would offer you some other type of compensation and exactly what that is would depend on what is required for you personally to feel like we've achieved a fair resolution. We're empowered to do whatever is reasonable in those situations. If you needed an out-of-policy return in order to feel "made whole" then that would be on the table for sure.

Me: gestures wildly at most other capitalist consumeristic companies.

"Take note, every other company on the planet - THIS is what good customer support looks like."

 

Nothing is perfect and most other companies wouldn't entertain the thought of offering anything for a backpack that "won't stand on its own, advertised or not," so this is lightyears ahead in terms of customer support. Keep this up and my wardrobe may soon be replaced entirely by LTT clothing.  

[dc0421]

Deleted comment

[Erioch]

9 hours ago, dc0421 said:

When customer support sent a new backpack (prior to this feature being removed from the product), I was told basically “this if a defect and should not happen, so let’s get it replaced.” So in that email alone, it was called a defect.

Them asking you to send a photo of the backpack not standing up reminds me of this:

[Nord1ing]

21 hours ago, Erioch said:

Them asking you to send a photo of the backpack not standing up reminds me of this:

 

Spoiler

 

That make feel sorry for everyone working in any kind of tech support:

- My PC is broken

- How?

- It look like this working PC but does not turn on.

[ReliableRandom]

I'm curious if the absence of the extra base layer is causing the bags to have less stability and tip more easily.