So right around Christmas time i bough Jack the Palisade pack as i found a sweet deal on it from backcountry K-9. the first issue was the harness as they assembled it wrong and i found out on our first snowshoe hike that the strap did not stay tight. i contacted K-9 and returned just the harness and they sent it to Ruff Wear and a new one was sent back to me and it works great. i maybe used it a handful more times on some short hikes and walks and this past Sat. on our hike i went to adjust the front straps on the pack since it was not full it has this cool feature that you can pull these straps and it brings the pack in tighter so its not bouncing around and i found a tear in the strap! all most half way through. i highly doubt the dogs got a hold of it and bit it as it is located inside a zipped area. my only thought is that the inside edging from the sewn section was rubbing it and ripped it. i contacted K-9 yesterday and was asked to send pictures of the issue and i am not waiting to hear back if they will exchange it. im not sure if i just got a defected pack to start with or what but i know RW is known for high standers in what they sell so im hoping i just got a bad one.... i hope they do replace it and it does not take FOREVER to get a new on. will let you all know how it goes.
here are some pics.

That's too bad, hopefully they will replace it for you soon.

The tear doesn't look too bad. Dakota chewed his harness and it looks about as bad as that without getting worse and I've been using it for almost 4 yrs now. Is the strap continuing to tear the more it's used?

Val,
i just noticed it on the last hike, i really think it is rubbing that inside edging and im afraid its gonna cut right threw it. the material is really thin, if they will not replace it i will try melting it together or asking Eddy if he can do anything with it....he has that heavy duty sewing machine after all

got a response from K-9, this company is so nice and easy to work with!

Hi Jennifer.

Thanks for the pictures. That should be all we need. Please hang onto the pack for now, Ruff Wear may want it back to check out the quality. They rarely have these types of problems and definitely not two problems on one pack. There are codes on the tags that they can use to find out when it was manufactured and things like that. They take quality of their gear pretty seriously.

I'm already working with them on getting you a replacement. I may not hear from them until tomorrow but I will send you a tracking number as soon as the replacement saddlebags go out.

I'm sorry again for all the trouble you've had with this. We'll make sure it is all corrected as fast as possible.

Thanks!

Jason
Backcountry K-9

They are good - I do like their customer service. Makes you want to buy stuff from them even if you can find the same thing elsewhere a little cheaper.

I'm glad they're getting replacement saddlebags for you already! Who knows, you might can keep the ones you have so you have back up!

If they let you keep the bad pack stitch it up with dental floss that stuff last forever.

OMG!
K9 reply to an inquiry I sent:

Hi Claudia.


Thanks for contacting us. I'm sorry for the late reply today.


Unfortunately, we don't have any idea on when we'll be getting more HyperKewl products in stock. We are having some difficulty getting commitments from the manufacturer right now.


What I can do right now is offer you coupon that is good for 15% off all full priced items in your next order. That would allow you to purchase a Ruff Wear Swamp Cooler coat for about the same price as the HyperKewl coat and it would still ship for free.


Swamp Cooler: http://www.backcountryk9.com/101/0/Products.aspx

Thanks!

Jason
Backcountry K-9

Jason rocks!

this pack is cursed!!!! so getting ready for the hike on Sat. i filled up the water bladders and found this


Jason thinks i ran the whole pack over! he has NEVER seen a person have 3 things go wrong with the same pack.
RW is sending me a new pack and i guess it was all ready coming with new bladders but he was shocked to see this new pic.
as he said once i get this i really have a new pack and i hope it last many yrs. to come!
again OUTSTANDING customer service from backcountry K-9

Backcountry K-9 is like the REI of dog accessories!
Love them!

cmanding wrote:

Backcountry K-9 is like the REI of dog accessories!
Love them!

Amen, sister!! I love Backcountry K-9. All my gear from them has been AWESOME.

new saddle bags and bladders are on the way! fri delivery! to bad im not hiking this weekend.

and they have not asked for the others back yet, fingers crossed i can keep it.

got the new pack and bladders on friday!!!!

BK9 rocks!