Kuiu customer service?

[Dusty2426]

Anyone had any experience with them? First try and they let me down. Tried calling with some pack questions and couldn't find anyone that knew much about their own packs . So I emailed them. Got a rapid response saying someone would contact me in the morning. Still no response. I've sent another email I guess I'll wait or switch my plan.

 

[dotman]

Consider it as God's way of pushing you to a better pack.

 

[dreamingbig]

I have no skin in the game but I would buy a kifaru, exo or stone glacier over a kuiu pack 10:1.


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[Dusty2426]

Currently researching those 3

 

[AK Troutbum]

I think I’d just call it good and end my inquiries into their packs right there. There’s something to be said about not getting an answer to a question about a particular product, when the company that produces that product can’t or won’t answer your question.


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[jmez]

I've dealt with them once and they were very prompt and good. No problems whatsoever. That has been, probably 4-5 years ago though so may have changed.

 

[Ohio Darin]

Email Todd Harney [email protected] He'll get you squared away with any questions.

 

[Boreal]

I’ve got a fair amount of Kuiu gear, including a pack that I like. I had a question and contacted customer support. Based on that interaction I now own a growing number of First Lite items.


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[orbowhunt]

Their customer service does appear to be very hit or miss. There are times where I've been blown away or times where I had a similar outcome to you.

 

[fngTony]

At one point they had a “pack specialist”. I can appreciate someone not answering something they aren’t familiar with and within reason wait for the right person.

My cs experience has been up and down from ok to excellent. I got the feeling their response time has to with staff vs work load. Not an easy thing for any business to be great at all the time. Only once over the phone did I get a sub standard attitude who obviously was reading from a Qcard. It was a technical question which I’m sure put her on the spot but a simple “let me get with... to get you an accurate answer “ is what I expected and they have done before. I have had them call me several times about an email to 1. Make sure they understood my question and 2. To save face for a delayed email response. Most of the time they are very friendly over the phone.

There are some high standards in this industry but that doesn’t make others horrible for being just under the bar. I give them a B+ overall.

I can’t say that they impressed me enough to try their packs though. Because I want a Ace hardwear not Home Depot experience.

 

[IdahoElk]

IDK,I just had a problem with a Peleton jacket and they were very professional about getting me a replacement jacket within a week,it was painless.

 

[Dusty2426]

I emailed Todd I'll see how it goes from here

 

[big44a4]

Anyone had any experience with them? First try and they let me down. Tried calling with some pack questions and couldn't find anyone that knew much about their own packs . So I emailed them. Got a rapid response saying someone would contact me in the morning. Still no response. I've sent another email I guess I'll wait or switch my plan.

Also might try asking your pack questions here in forum and seeing if anyone here could help.


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[Brodie]

I've also dealt with Todd a couple times before. Nothing but good things to say about my interactions.


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[tuffcity]

We (my wife) had a pack issue not long ago as well. Customer service was prompt and professional and we even received a number of unsolicited follow up emails to clarify and double check addresses, etc.

RC

 

[HookUp]

Just google KUIU pack forum...should find everything you ever wanted to know and not know. Sounds like they may be getting closer to importing a pack that doesn't have **** tons of issues, good for them.

 

[IdahoElk]

Just google KUIU pack forum...should find everything you ever wanted to know and not know. Sounds like they may be getting closer to importing a pack that doesn't have **** tons of issues, good for them.

Other than frame issues on their early packs,what are you talking about?

The OP has yet to tell us what question he's trying to get answered.

 

[Dusty2426]

My original question to them that they couldn't answer was
1. if I bought a icon pro 7200 would I be able to put a smaller ultra bag on the same frame
2. What is the significant difference between 3000 ultra and 3200 pro
3. Will the meat shelf still handle the Xl stuff sack with either bag attached if they are interchangeable.

I was a asking them because I have lurked enough boards that when you ask questions that's been asked before you usually get snipe answers like "use the search feature"

 

[big44a4]

My original question to them that they couldn't answer was
1. if I bought a icon pro 7200 would I be able to put a smaller ultra bag on the same frame
2. What is the significant difference between 3000 ultra and 3200 pro
3. Will the meat shelf still handle the Xl stuff sack with either bag attached if they are interchangeable.

I was a asking them because I have lurked enough boards that when you ask questions that's been asked before you usually get snipe answers like "use the sea ch feature"

1. Bags are interchangeable since the frames are the same.

2. The difference from pro and ultra is the suspension kit attached to the frame. Some have said the pro is more comfortable. I don’t have an ultra to compare to.

3. Don’t have a smaller bag, but should come close to same capacity unless you drop to 1800 bag. Based on their info.

The icon pro has worked for me. I got mine on Black Friday last year so definitely could not beat what I got for that price. Used packs/full kits are selling for more than I got mine new.

As others have said exo, SG, kifaru, and mystery ranch are other packs you can look into if you are determined to go another route. You can find many options in classifieds since people are always trying different packs until they find what they like best.



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[elkstabber]

I ordered a KUIU Icon Pro 3200 and an Ultra 3000 setup so that I could try out both setups. After loading both there was no question that the Ultra frame was lacking. This was about 3-4 years ago. I've also used the Icon 1850 for a few years, which is a decent pack if you don't have to carry much weight.

All things considered I wish that somebody had grabbed me by the shoulders and told me to just buy once and cry once with packs. I had already learned that lesson on optics but I was a slow learner with packs. Now I have a Kifaru and wish that I had never fooled around with KUIU packs.

Regarding the OP's question about CS I've had positive experiences 3-5 years ago but really poor experiences within the last two years. I've definitely been buying way less KUIU recently.