Tweet
So my brother bought me a Pelican 65 Quart Cooler as a gift. I was a little nervous after reading someone who had ice melt in a day and it turned out there was a small section where the gasket wasn't touching the lower half. Long story short after months trying to deal with it he did a charge back and told the seller and Pelican to send a prepaid shipping label if they wanted it back.
Now we all know there are always going to be those stories and no company or product is perfect. My experience so far has not been great but I hope that I will be able to add to this in the coming days with a positive outcome.
So last Thursday I got the cooler and the first thing I did was place a flashlight inside the cooler to see if there were any gaps where the gasket did not touch the lower half. In one of the corners I did find that it was not making contact with the lower half which really negates the whole point of the thicket walls and well the gasket itself lol. I called up there customer service and they were friendly. The woman asked for my name, number, and email address. She told me she would have someone call me back and that she would send me an email that I could reply too with a photo of the issue.
An hour went by and I typically fall through the cracks so I sent an email to their general customer service email address. I did not get a call or reply via email so on Monday I sent another email with the details again. So here it is Friday and did not hear anything back. Pelican Warranties are non-transferable so technically my brother needed to contact them so in case that was the issue I had him call today. He was instructed to send an email to the general customer service email address with the photo because they could not find the two I sent.
Two hours later they replied to his email with their address and a RMA instructing him to ship it back (on his dime) and send a $15 check or money order (presumably to pay return shipping). Granted their warranty says the consumer pays for it but I think its a little messed up making a customer pay both ways when the item was defective out of the box. Sure if I had it for a year and was using it then its reasonable because you can't expect Pelican to pay for shipping both ways on items with lifetime warranties. My brother did send a email back asking for a prepaid label since it was defective out of the box. We are still waiting back on their response and hope that it is a positive one since neither of us have ever had an issue with their products before.
If Pelican reads this I would suggest that you just get thicker gaskets and then this won't be an issue anymore.
For others who may read this in the future I can offer you a solution that should cost you nothing to fix it. Below you will see a picture of the light shining through cooler but more importantly are the two other pictures. The one other picture shows the lid and gasket. The second one shows that by simply cutting some of the cardboard even off the packing materials for the cooler and placing it in the groove for the gasket you essentially thickening it up causing it to make contact with the bottom. Granted you should not have to do this for something you spend so much money on IMO BUT if you bought it for a trip and don't have the time to screw around with returns and shipping and all that this is a quick simple solution to last you until at least your trip is over.
I hope this has or will be helpful to others and I hope to report back later with updates on their Customer Service as well as testing I will do in the future on the cooler itself.
Thanks for reading!
Now we all know there are always going to be those stories and no company or product is perfect. My experience so far has not been great but I hope that I will be able to add to this in the coming days with a positive outcome.
So last Thursday I got the cooler and the first thing I did was place a flashlight inside the cooler to see if there were any gaps where the gasket did not touch the lower half. In one of the corners I did find that it was not making contact with the lower half which really negates the whole point of the thicket walls and well the gasket itself lol. I called up there customer service and they were friendly. The woman asked for my name, number, and email address. She told me she would have someone call me back and that she would send me an email that I could reply too with a photo of the issue.
An hour went by and I typically fall through the cracks so I sent an email to their general customer service email address. I did not get a call or reply via email so on Monday I sent another email with the details again. So here it is Friday and did not hear anything back. Pelican Warranties are non-transferable so technically my brother needed to contact them so in case that was the issue I had him call today. He was instructed to send an email to the general customer service email address with the photo because they could not find the two I sent.
Two hours later they replied to his email with their address and a RMA instructing him to ship it back (on his dime) and send a $15 check or money order (presumably to pay return shipping). Granted their warranty says the consumer pays for it but I think its a little messed up making a customer pay both ways when the item was defective out of the box. Sure if I had it for a year and was using it then its reasonable because you can't expect Pelican to pay for shipping both ways on items with lifetime warranties. My brother did send a email back asking for a prepaid label since it was defective out of the box. We are still waiting back on their response and hope that it is a positive one since neither of us have ever had an issue with their products before.
If Pelican reads this I would suggest that you just get thicker gaskets and then this won't be an issue anymore.
For others who may read this in the future I can offer you a solution that should cost you nothing to fix it. Below you will see a picture of the light shining through cooler but more importantly are the two other pictures. The one other picture shows the lid and gasket. The second one shows that by simply cutting some of the cardboard even off the packing materials for the cooler and placing it in the groove for the gasket you essentially thickening it up causing it to make contact with the bottom. Granted you should not have to do this for something you spend so much money on IMO BUT if you bought it for a trip and don't have the time to screw around with returns and shipping and all that this is a quick simple solution to last you until at least your trip is over.
I hope this has or will be helpful to others and I hope to report back later with updates on their Customer Service as well as testing I will do in the future on the cooler itself.
Thanks for reading!
Comment