After a bush rat chewed numerous holes through my Osprey Exos 58 pack while on the South Coast Track recently, I've had the opportunity to test out Osprey's guarantee, which promises rather a lot:
"Osprey will repair any damage or defect for any reason free of charge – whether it was purchased in 1974 or yesterday. If we are unable to perform a functional repair on your pack, we will happily replace it."
The fine print suggests that they might not live up to this promise if you're outside of the USA, so I was pleasantly surprised when the local distributor informed me that they would replace my pack. Due to the extensive damage (not just the rat holes, also a damaged zip and a broken shoulder strap loop thingy) they wouldn't repair it. This is unfortunate, as I prefer the old model to the current one, but beggars can't be choosers. It's possible the new model is slightly more durable, which would be good. I'll just need to buy a couple of hipbelt pockets to add on.
I also have an Exos 48 with a hole in a side pocket. This they are going to repair, free of charge.
Excellent customer service. I thought others might be interested to hear that this guarantee is legit.