Since Looptworks is a Portland company I'd been in contact with them prior to the event and I gave them feedback concerning the bag quality being poor in the stitching and zippers. They said they take the quality seriously and will replace them if attendees are interested. Here's their email:
First off, thank you for your continued support and feedback from the event last week. Your comments on the bag are consistent with some of the things we've heard from our contacts at the event. So that you are aware, we take the quality of our bags very seriously, especially because we feel that the most environmentally sound bag is one that is sturdy and lasts a lifetime. We took many steps in order to affirm the quality of the TENA bag, prior to the bags shipment. We performed an independent quality control check with an internationally recognized testing organization and by our request they tested 3 times the required amount. With the tested samples, only one zipper failure was detected, and overall the bags passed inspection. We are shocked and surprised with the news of the bag quality.
Moving forward, we would like you and all other attendees to know that if you have received a defective bag, we would like to replace it (free of charge) with a new bag. We are offering our Kasum Backpack in replacement:
Again, thank you Mike. We hope to be as pro-active with this situation as possible. Please let us know which color Kasum you'd like us to send your way.
Warm Regards, Kiana
I've been in regular communications with Looptworks since even before TechEd and they're a solid company.
I'm not making any excuses for them concerning the quality of this year's bag but they are doing everything in their power to assure folks that they do take quality seriously.
Myself and many other members of TheKrewe have contacted them and received good quality replacement bags in very quick order. Including individuals over in Europe. So they are going way above and beyond to make things right concerning the issues with the backpack this year.
If you are having quality issues with the backpack please contact them immediately and they will get you taken care of promptly.
So far their customer service has been extraordinary.
And no, I'm not affiliated with them in the least beyond also being from the Portland area. I just know from working in the manufacturing industry and 'stuff happens'.
It's how a company responds when quality issues arise that truly matters and these guys have kicked serious * at getting everyone who has had quality problems taken care of.
Dealing with Looptworks has been great. They have acknowledged the problem early on and have not run away from it. They have provided quick responses and the replacement bag looks to be top quality as you would expect. I agree that things happen and it's how the company responds that can make the difference between continuing to use them or move on to the next company. I will continue to support them as they have done right by me and many others.
I also had a great experience getting a replacement for my bag. Loopworks customer service response time has been absolutely amazing. I would have never guessed I would have a replacement bag within a week.
I am sure everybody will learn from what happened and be able to provide a better product the next time around. Nobody likes to to deal with these types of experiences but they happen. I am not perfect nor do I expect everybody else to be perfect. They are more then willing to make the situation right if you just take the time to contact them.
@MikeRigsby: Thank you for all of the legwork on this Mike!! I'm going to contact them today!! I had a similar problem just like everyone else and will contact them tonight after work. Thank you again for all of your help. It's refreshing to see a company own a problem and actually take steps to fix it. I wish other company's would care as much about it's customers and do the right thing as Loopworks is doing with this issue.
@MikeRigsby:Hi, I am out from USA. Its possible send tha backpack replacement to my Currier in Miami, they send me later?
I have also had issues with the zipper failing, I contacted looptworks and hope to hear back from them.
Just had an e-mail back from Looptworks after I inquired about the defective bag; they're offering a Kasum replacement and will ship it to my home (don't live in the US). Talking about some excellent afterservice, kudos to Looptworks!
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