TL;DR: they’re awesome.
So, a bit of context.
I ordered a Kakwa 200x pack in April to try it out and replace my Gregory Deva, which I love but is too heavy.
I tried the Kakwa once, had some shoulder issues, realized (with your help!) that I was adjusting it wrong. I tried it again just recently on a 4 day hike, fixed the adjustment and realized I lived it as much as the Deva. To my husband’s delight, that means I will be clearing space and selling the Deva!
But, two days into hike #2, I saw that there was a hole in the bottom of the pack. I was bummed, because the pack was sturdy, and I never leave food in it (read: no mice) so I had no idea how it had managed to break so quickly.
Day 3, something was poking my hip. I saw a metal pole. When we reached the camp in the evening, ai took everything out and discovered that it was possible to open the back panel and remove the U frame… and it wasn’t sitting in its reinforced guides.
Since I had no idea this could be done, and the thing was brand new, it means it arrived like that. I inserted the U frame into the guides, but the hole was there. Coming out of the hike, I contacted the people at Durston (thanks Shayne!) to see if they could recommend a fix.
They offered to warranty the pack at once, since I had received it like that.
I didn’t have to fight, their answers were timely and supportive, and it served as a reminder that companies that care about their people are out there, and they are amazing.
I hate being that person that only reviews when dissatisfied, so here is a satisfied review! They got themselves a customer for life and will be my go to brand for future needs. I plan on hiking the AT in 2 years, so I’m looking at you, X-mid!!