« on: March 17, 2014, 11:30:54 AM »
I'll be brutally honest, I'm not sad to see them go.
I had a terrible experience with them regarding a BP1500 pack I purchased from them a couple of years ago. Long story short, the zippers tore out 4 months after purchase (and a total of 35-40 field uses), and it required an act of Congress to get my backpack back from them.
Here's the long story... After the zipper tore out I was disappointed, but patient, and called Calumet regarding their "lifetime warranty." To my surprise I was quickly helped and immediately given an RMA number. Cool deal! I sent the bag in for repair and was told I'd have it back in 2-3 weeks. Three weeks went by. Then five, and six. After 8 weeks I called inquiring about my bag, and it became clear that they had lost my RMA info. On numerous phone calls I was told "we'll call you back tomorrow," and I never heard from anyone. I was never contacted once. I finally had to get angry, and after not accepting the "call back" offer, I was put on hold while some one searched for my file. The employee I spoke with told me, "we think your bag is at our OEM supplier for repair - we'll send it back to you when we get it from them."
No estimate for time. Just, "we'll get it to you when we get it" kind of a deal. I realized I had no other option, so I just waited. During this time I submitted a review for the BP1500 backpack to the Calumet website. It was negative, but honest and objective. A few days after I posted my review, it was deleted from the Calumet website. Wow - classy. My backpack finally arrived about 90-days after I sent it in for repair, and about 10 weeks after Calumet promised I would have it.
After this incident I personally blacklisted Calumet, refusing to ever give them any of my money again. I'm all about supporting brick and mortar and specialty camera shops (for example I much prefer buying from B&H over Amazon), however, I can't justify spending money on incompetence. Especially when that incompetence impacts how I do MY job.
Just my $0.02.