Jason had mentioned under numerous occasions that the GORUCK price increase of 9/2018 would come with upgrades in service. No one really knew what that meant… customer service? SCARS? Order fulfillment? The first “service updates” have been posted and they relate to the GORUCK SCARS program.
First order of business GORUCK apparel no longer comes with a six month warranty. That warranty is now a lifetime warranty just like the GORUCK rucks and other gear. That is a HUGE change and one that we’re pretty impressed with.
We’ll happily patch up any holes or reinforce any stitching to keep you on your way in our Built in the USA GORUCK Apparel. If you’re actually able to wear our apparel out and we cannot repair it, we will replace it, free of charge. Don’t think of this as a pure replacement program, think of this as a repair program. We build the best and want it to last forever, with you.
The rucks are built out of some of the toughest material you can build a backpack out of but the apparel is made out of material designed for a different purpose. A six month warranty on apparel seemed pretty great and extending that (forever) is nothing short of awesome!
GORUCK gear gets better with time and use and you won’t want to part with yours. The shoulder straps feel just right, the fabric loses its stiffness and conforms perfectly to your back. You’ve shared a lot of adventures together and our team will do whatever we can to make sure you share many more. We prefer repairs to replacements — in addition to making you happiest, it saves your gear from a date with a landfill, where it was never intended to be.
Quotes like this make me love the absolute **** out of SCARS. My first ruck fits like a glove and hearing that they’re willing to make repairs so it can see more adventures puts a smile on my face.
Second order of business zippers are now covered under SCARS. Granted you need to do basic maintenance on your zippers (like changing the oil on a car) but that’s a small ask for a free zipper replacement.
If your zippers wear out and no longer function properly, we’ll happily repair or replace them, free of charge. If your zippers are crushed, mutilated, burned, corroded by saltwater, look like a chainsaw was taken to them, or smashed to smithereens, we’ll take a look at the extent of the damage and work with you to get you back in action for a fair price. A good story and a picture or two helps.
This is a huge change from their previous plans which involved sewing the laptop compartment shut on your GR1 if the zipper was broken.
All of these changes are impressive and I’m excited to see them implemented. I’m still not thrilled by the price increase across GORUCK apparel and gear but seeing changes like this make them a little more understandable. Apparel is going to cost more if it will be repaired for a lifetime instead of just the first six months.
Have any thoughts on these changes to the GORUCK SCARS program? We’d love to hear about them in the comments!