One Planet customer service again

[Moondog55]

I just dropped off my Ultra for a rejuvenation. As we were discussing how much overfill I wanted Vs what they factory thought I needed the person I was talking to noticed I no longer had the original J&H stuff sack. I said I was happy to pay for a new one as with overfill the old one would be too small and that is assuming I can find it.
I didn't know that OP are now embroidering your name on the stuff sack for you.
This is only the third Ultra bag the factory has rejuvenated and one of the others was mine, I think this bag may be the last one around. I'm hoping I manage to get another decade from it before the nylon disintegrates
Perhaps a 3 week turn-around as the person who does the best washing and refilling is away on leave

[Moondog55]

Problem
Normally I have been exceedingly happy with the customer service from the OP factory
Not this time.
I just got my Ultra bag back and they have made what I consider to be a major mistake.
They have topped up the bag but instead of the 150 grams of the highest fill power down they had in stock as discussed and paid for they have added 100 grams of 700FP down.
This isn't very good considering that the bag used 900FP down when first made. I have emailed noting my concern but so far I have not had a reply but I am hoping we can work it out amicably.
I do feel rather let down tho, as I was hoping to get a few more winters from this bag.
Adding to my concerns is that they seem to have added the down to the top half of the bag and seem to have not added any to the foot and leg area and that is where I tend to lose more heat
I haven't yet asked to speak to Andrew King as I am hoping that it can be sorted out without involving the boss but at this point I feel like asking for a refund of my $150-

[trekker76]

Old thread Moondog but what was the outcome? I have 2 OP sleeping bags, synthetics which I am relatively happy with. The only issue was the compression sacks disintergrated fairly quickly.

[Moondog55]

They have offered to do another top-up. I still haven't decided really. I could ask them to remove all the down and replace with all 800+ but against that is the fact that the bag is 29 years old, has been well used and won't be used in Alaska.
My contact admitted that a mistake had been made and was probably at a bit of to loss to explain it as the email trail only ever discussed using the highest possible fill power down.
I will probably accept the offer of rectification and have the other 100 grams added to the leg section where it appears no extra was added the first time. 100 grams divided by the 12 sections; might be a little hard to measure out 8.5 grams each tho

[trekker76]

Do you have to mail it to them or are they in your region? 29 years is amazing. One of my bags, the Sac -5 I think is already getting a bit of material rot on one patch near the bottom, after 4.5 years, which is not abnormal for up here. Possibly lower grade materials than the down bags as well, not sure.

[Moondog55]

Although the factory is only 50klicks away I will probably take up their offer of a return satchel. I take good care of my essential gear and this bag has always been used with the addition of the Mountain Designs Foxhole bivvy bag purchased at the same time. Humidity and jungle rot can ruin a bag in a season. My UL PaddyMade down bag was pretty much useless after I spent a couple of years in Nuigini

[trekker76]

yes its why I stuck to synthetics. A return satchel sounds like decent customer service, good one.

[Moondog55]

OP emailed me a returns voucher for the post and I sent the bag back.
I'm sure this time around there will be no problem.
While I think my snow camping days might be coming to a close perhaps it's time I started saving for a new sleeping bag.