Has anyone dealt with Lowepro's customer service?

I have a Computrekker backpack that I can put everything into... including the kitchen sink. I LOVE this pack and can hike all day with it fully loaded.

last weekend my wife points out one of the shoulder straps has a split in the nylon that's running horizontal on the front of the strap.

I'm wondering if there's a way to get it replaced, or if it's possible to buy a replacement strap?

I'd like to know if I need to gear up for a fight, or if this is going to be relatively painless to go through...

Thanks in advance

They were easy-peasy when I needed extra dividers. They just sent them even though I was ready to pay. YMMV

+1
I have had excellent service from their UK agents, though I did have to pay a small fee they sent me enough dividers for 2 packs!
I don't know about straps but is it well worth contacting them.

Write/email Lowepro customer service, tell them what is wrong. They will give you instructions on returning the defective item, and send you a brand new replacement.

I once bought a USED lens case, its zipper broke, so I inquired to Lowepro about zipper replacement on a product that I had purchased used. They sent me instructions to ship it back, they sent me a brand NEW replacement!

Thanks to all who replied. I sent them a message via their website, and I received a reply from a person within 5 minutes. 2 emails and a few .jpg's later, and they are shipping me a new shoulder harness for my backpack. This could not have been easier. I've always liked Lowepro's products, but this just made me a faithful Lowepro supporter for life. Wheeee

Great to know!

I bought a bag at a yard sale with a broken buckle and I asked their customer service if I could buy a new one and although they couldn't fix it for free they sent me a new buckle for free that I sewed on myself. Good as new! Great customer service.

They were great to deal with when the buckle on one of my belt packs broke but tomorrow I've got a new problem to sort out with them. I just ordered a full set of lens pouches & I used their Database to tell me which pouch for every lens I own. 3 pouches are too small for the lenses they are supposed to fit & one is WAY too big. Their bagfinder software is really out to lunch on the pouches.

Great Customer Service... They replaced my combination lock on my luggage for free, with no question asked.

I lost the tripod buckle for my Flipside 400. After two years of ownership.

I called Lowepro and within days not one but two new buckles arrived via courier.

They didn't charge me a penny. And they certainly could have. I was seriously impressed.

Indecent Exposure wrote in post #16468689
They were easy-peasy when I needed extra dividers. They just sent them even though I was ready to pay. YMMV

This. They sent me four for free. The guy was even a little pushy in getting my address so he could send them. Cant hurt to call

Lowepro customer service is top, I had a bust zip on a AW70 pro toploader, made the call and within 8 days I was using the new one they sent out, also when I was on the phone I mentioned that I had lost the dividers/pads for my aw75 on my travels, and those arrived with the aw70?? and it all cost me nothing, they make brilliant top loaders and stand by them, very good company.