In November 2015 I upgraded my running backpack from an older Salomon backpack to the most recent one, a Salomon S-Lab ADV Skin3 12 Set. An ultra lightweight backpack in the shape of a running vest. I loved the old version and I’m even more satisfied with the new one.
Not only do you have the option to put a hydration bladder on your back, this new version comes with two quite cool “Hydrapak Flasks” which you carry in the two front pockets, giving you 2 x 500ml of liquids.
Those flasks are made out of a special material making them very light. The more you drink, the smaller they get, which is really cool. Everybody who ever ran with an empty standard water bottle knows what I am talking about.
During my first 35 km practice run with the backpack I was irritated for the first 5 minutes due to the unusual additional weight of 1 kg of my 2 x 500ml bottles in the front. But that irritation was soon gone (we are creatures of habit). I appreciate the better air flow on my back – since I was not carrying a hydration bladder. Really cool.
During my second practice run of 37 km I was already used to the two bottles in the front. It was a hot day and I drank a lot. After a while I noticed the right front pocket getting wet. I thought I might have spilled some water during drinking. But it did not disappear. Due to the heat I had to refill one bottle, so I took the one where I experienced the issue. I filled it with water, (com)pressed the closed flask – and there was a slight water stream coming out of the flask.
What a frustration.
A brand new backpack – which comes at a hefty price, but I am willing to pay for great quality – and the flask they promote as almost indestructible is leaking during the second use.
I ran off my frustration 🙂 and when I was back I recorded a little video, to document the issue.
I sent an email to the email address printed on the flasks on December 28th 2015. On that very day (don’t forget, it’s the “quiet time” after the holidays) I received an email from Hydrapak (USA) referring me to the warranty claim form on their website, promising me a turnaround time for claims of usually 24 hours.
I was impressed already, so I filled out the claim form on Tuesday 29th of December.
What shall I say: A few hours later I received an email from Hydrapak (Europe) referring to the claim, saying “We are shipping today your replacement Softflask”.
This is outstanding!
Thanks a lot to Hydrapak for this unique customer service. This is a lesson on how a company can turn frustration of a customer into a positive experience.
