Hi Dixie, We’re so sorry to hear about the poor experience you had with your UberLites and we appreciate you bringing it to our attention. We want to assure you and our thru-hike community that we stand behind the quality of every product we make and support them with a limited lifetime warranty. In order to keep as much gear as possible on the trail and out of the landfill, we attempt to repair any warrantied Therm-a-Rest gear at our repair shop in Seattle, WA. Our repairs team works their hardest to repair all damaged gear in a timely fashion so it can get back on the trail as soon as possible. Unfortunately, at the height of backpacking season this can take a few weeks. Please note that sleep pads tend to take longer to repair than most products because we leave them inflated for 48 hours after the repair is complete to double check the integrity of our repair. Since we know our gear is relied upon every single day while on the trail and a few weeks turnaround is not quick enough, especially for thru-hikers, we offer to send out loaner pads while yours is being repaired (this is usually a Therm-a-Rest Z-Lite). We truly apologize if this wasn’t mentioned when you spoke to our customer service team initially. Please reach back out to us as soon as you’re able so that you and your mother can rest better.
Aussie HikerTrash The regular on their site is out of stock. Maybe her Moms is a regular size and thus the long wait. Only reason I can think of. Otherwise Therm-a-Rest is usually very good with warranties.
Andrew C Nope. They said mail it in with a form and they would be back with me in 4-6 weeks. Even after explaining the situation of not having 4-6 weeks to wait. No mention of certain things not being in stock at all. I wish that was the explanation :/
My xlite has been wonderful! I went back to it. I would just be sure to purchase from REI so you can return up to a year if you need to with no questions asked.
Andrew C Even if they would have offered to look at it and see if it could be repaired, I would have been satisfied. If they determined it was covered under warranty, cool. If not, I would have been willing to pay. No offers of loaner pads, refunds, pay for repair, etc. No options were given other than return with a form and give them 4-6 weeks.
DIXIE....this deal with yur uberlites is BS....I dont think you talked to the right person....I for one wont be buying from them after this...if they dont stand behind their products any better than that....they might otta take notice of how many subscribers you have....if yu know what I mean.....they should have overnited two new pads to your next town or pickup point....take care of your mom and faithful dog...stay safe....Kansas City here !!!
I wonder if Thermarest realizes that over 200,000 potential customers will learn that the Uberlite may not be a great choice. Not a good decision to treat a thru hiker this way.
Agreed ahahah. If they end up watching this video, there's going to be so much cringing in the office. Hopefully they'll reevaluate their customer service standards XD
Uberlites are also a new product that are super popular at the moment. They were sold out for months when they first hit the market. Odds are there just weren't any available. I've heard nothing but great things about their customer service from a few dozen hikers.
I want to thank you a million times for your coverage of various sleeping pads. I bought a Klymit Static V Recon and it has changed my life in the field. I took it to a JRTC rotation with the Army and everyone made fun of me for my fancy princess pad. Three weeks later when we came out of the field eight guys from my unit bought one on Amazon before we even left Ft. Polk. Literally the best $49 I have ever spent in my life.
Having run social listening programs for a couple major brands, shame on Thermarest if they haven’t spotted this video and these comments. Dixie, you are the epitome of a social influencer and all outdoor brands should be hanging on your every word. Kudos to you for not playing the “do you know who I am?” card when you called them. And yes to REI... champs in the returns department.
They missed an opportunity to have you tell thousands of people how phenomenal their customer service is...now we all know their customer service stinks. Way to go Thermarest! Way to make the best of a golden opportunity.
Wonderful to see how you made your dog's comfort a priority and not an afterthought. Thanks Dixie, for showing what responsible pet ownership looks like.
It's so good to see you back on trail. I had the same issue with my Klymit pad on the JMT, but I contacted them and they immediately sent me a new pad to my next resupply location, which was Vermillion. They didn't even want the old pad back until I got back home. That was pretty cool of them!
Yes, Klymit has hands-down the best customer service of any outdoor gear company I've worked with. The problem is, you're going to have to use it. Every time, for every product. I've never had a Klymit product that didn't fail within the first 3 uses. They always send me a new one though! I don't purchase their products anymore, however.
Wow,....... Therm A Rest missed out on a great PR opportunity for the nearly 200,000 subscribers who not only watch your videos, but often make their purchases based on your success. Sad
Ros M Their Xlite has been my favorite pad so far-never had issues! But yeah, I wasn’t aware of their delay in customer service. I’ll just make sure that anything I buy from them in the future will be through REI, so I know I’m protected one way or another.
Thermarest should have top customer service with how expensive their gear is. Not impressed Thermarest. Hey Dixie, many followers here in Australia will be worried about Thermarest now. A good nights sleep is so important.
Have a look at the sea to summit ultralight pads in Oz, more comfortable than the equivalent Thermarest for a side sleeper/wriggler & the insulated version is warmer in colder environments too 👍
@@johnrogers5825 No worries, one thing I will say is don't bother with the inflation sack as people seem to struggle with the connection to the valve & then say the whole pad is rubbish. It only takes me 7 breaths to inflate it so it's hardly the most difficult thing on earth to do & mine stayed fully inflated in the spare room at my house for over a month (friend slept on it after a party then pushed it under the bed when he left).
Another light option is klymit v (recon model i think) . Pros- tough material, good for side sleepers, packs down well, good price point. Con-low r value unless you get the insulated model which is twice the weight. Thermo always a bit exy for me. Cheers
Time Stamps! Therm-A-Rest NeoAir Uberlite Updates: - First Night - 04:51 06:54 - Therm-A-Rest Response - 10:21 Chronological Time Stamps: 00:00 Getting to The Trail 02:02 The Plan/Location 02:48 Rattlesnake 03:25 Footsteps Connected 03:54 Setting up Camp 04:51 Flat Sleeping Pad 06:00 Managing My Dog Fancy's Pack Weight 06:54 Sleeping Pad Update 07:39 Rattlesnake 08:00 Fancy's Shoes 08:40 Would I Thru-hike Through a Desert With A Dog? 10:21 Therm-A-Rest Response 12:35 Road Walk Around Rock Slide 14:25 Connecting Footsteps/The End
I am taking my Uberlite out this weekend for its first trip. Hopefully I have better luck with mine than you did with yours! But thanks for the heads up!
Thermarest responded three hours ago (8:30 PM 6/27 here in Denver right now.) If I were you Dix the only response I'd accept is "where can we send two new pads". No further discussion!
That underwater shot of the slowly moving algae 👌🏻❤️ thank you Dixie for the views and being a super doggy mommy! I hope you sort out that sleeping pad problem 😕
Dixie on the trail!!! This made my day. RE: Fancy: I took my dog on a hiking/camping trip and she got very tired with very sore feet the first day after about 6 or 7 miles of hiking (piney woods of East Texas, 95 + degrees), but she rallied the next day, and by the third day she was raring to go. I'm not sure if she would have done as well with constant sun exposure at elevation, but they do tend to adjust more quickly than we do, and I think the water and shade breaks were exactly what she would need to in order to adjust. Thanks for sharing all this with us!
Uberlites are also a new product that are super popular at the moment. They were sold out for months when they first hit the market. Odds are there just weren't any available. I've heard nothing but great things about their customer service from a few dozen hikers.
Kyle Maybe it could be repaired and doesn’t need replaced? Or even the offer of a refund if they find the defect is covered under warranty? I would’ve been good with some options. You can’t just leave someone hanging for 4-6 weeks, though. I love my xlite and I have never had issues that weren’t my fault (I repaired easily in the field), but I’d suggest folks buy from someone like REI that has a good return policy so you’re not left stranded in the middle of a trip if there’s an issue.
@@HomemadeWanderlust and even if they were out of stock, it wouldn't take 4 to 6 weeks to make one or two and you'd think they'd want to get those first ones to a good customer having a problem before worrying about getting more sold.
It's not the first time I hear about Thermarest "expensive" mats issues. This company should react better against the great disappointment of a lot of customers. Dixie it's always a pleasure to follow you and friends / mom / dog on the tracks you share with us. Keep going !
Ohhh How I’ve missed these videos! The breathtaking scenery, the critters, the laughing. And Fancy’s EYES! I was lololing!!! I think Fancy is dreaming of her nice cool, comfortable dog bed at home. 😄 Your Moms doing great. I want to try hiking so bad. I was in REI today looking at a pack.
Great stuff! I am an old GA boy and have been following your adventures since the AT. Wow! Just a note - dogs control their body temperature primarily by panting but they also sweat to cool off but only through their paw pads. If you are in the dessert with your dog, it might be a good idea to take the shoes off when resting and chillin in the shade to help them in cooling down. She is doing great! (Note: I am a veterinarian. When we cool dogs down that are at or near heat stress, we primarily wet their feet and provide cool moving air. With heat stroke, we treat much more aggressively and it will involve careful but short ice baths as well.)
Hey Dixie, I wear compression socks as well. I find they work better as the first layer and then wear Darn Toughs over them. The compression socks are to slick to stay up over any other base other than skin. At least that's what I have found.
I use a klymit static V Luxe it's not light, but it is definitely durable. Only saying this if someone is looking for a pad. I shared a hotel room with two other people, and I opted to sleep on the floor, just because of how comfortable it is. I've also had a tree root underneath me, and it still held up. I used it for 270 miles on the AT, only left due to stress fracture on my foot, but I am returning this year.
I had no problem with them in '16 on the AT. they called the outfitter in town but they where out of them asked me what town I was hitting next so they could mail there. just told me to cut it with a knife, take a pic of it and email it to them. they did run me around til I told em was a thru hiker
Wet her ear flaps and her paw pads. Most of a dog's sweat glands are in her paws, and cooling these down may help lower her temperature. Love your videos. Happy tales.......
I heard about your channel through some friends who hiked the PCT in 2018, and I’ve been loving following you on your hikes. Thanks for inspiring me to start my own adventure channel! Thumbs up for Dixie & Fancy!
Definitely looked like an awesome overnight trip. I'm disappointed about the Thermarest, I was just about the pull the trigger on one, but I think I'll go a different path. Thanks for sharing!
Great to see you back on trail! I've been super happy with my Sea to Summit Etherlight Insulated pad. It's a bit heavier than Thermarest, but sturdy, and it's the first time my hip hasn't touched the ground when sleeping on my side. And my pillow stays on it!
I traded in my ThermaRest NeoAir Xlite for an Exped Synmat HL and have never looked back! I have the Med/Wide version bc I'm a side sleeper and it weighs 15 oz, just 3oz more than a regular width thermarest. It's crazy comfortable and doesn't make the awful potato chip bag noise! I've used it multiple times camping in the prickly Nevada desert with no ground sheet under my tent and it's holding strong, no leaks. Also, your mom and dog are the sweetest! Hopefully someday my mom will come backpacking with me!
other than thermarest shooting themselves in the foot with their customer service (or lack thereof) regarding the pad... this video was so happy and sweet and good! thank you for sharing your continued adventures, and Awkward Turtle is the most precious little pupper
Hi Dixie! Just wanted to share a little dog knowledge is all. Dogs regulate their body temperature thru their paw pads and by panting. During your rest times consider removing her shoes and letting her lick her pads or walk in a stream to bring her core temp down. You guys are doing great! Much respect.
Fancy seems to like this life. 😊 I wanted to mention that you never know what will inspire you. I accidentally found your vid from the AT this past spring and I was hooked. I've always loved hiking but being a single mom there is no way I can make a longer hike at the moment. The irony of the situation is that there is a 360 km trail only 10 min walk from my house! It loops around so you can start and finish where ever you want! I have gone on day hikes only but a few weeks ago I became a "trail host" and I am now responsible for the up keep and maintenance of about 10 km of Gästrikeleden as it's called. 😊 And all this from watching an hour long self documentary from the AT-trail. 😊
I have a neo air and it came with a slow leak. Their customer response was "it'll take a month for you to get a new one" this is the second mat I've had from that had defects.
Welcome to Cascade Designs (parent company of Thermarest MSR and Platypus brands) customer service. Last winter I had a Platypus hydration bag with a faulty weld at two seams and was leaking. I went onto their website, filled out an online warranty form and waited for a reply. Nothing. I filled out a second online warranty form, msg stated my email was received, but like you Dixie, 6-8 weeks before a reply would be sent. (Do they not know Amazon is across town in Seattle and once Amazon sees your return merchandise label scanned in UPS, etc, they credit your credit card right then and there) Anyway, many weeks went by, I finally called, oh we never got any of your emails was the reply. Looks like I’m done buying Cascade Designs gear in this two-day Amazon Prime world we all live in. Buh bye CD!
I had the same problems with Gregory. I submitted two forms asking some specific questions regarding a product (because I wanted to spare myself some headaches on the front end) and never heard back from them. I waited weeks and nada. I heard from a survey firm asking how the service was - and never back from Gregory products themselves. Really? I am most glad to leave glowing reviews for amazing service - but will, on occasion, speak up and out on enormous C/S failures. If their items didn't fit me brilliantly I'd have sold my stuff at a loss and gone somewhere else. Ignoring questions and problems from customers is a sure-fire way to lose business to competitors in this rattlesnake eat rattlesnake world.
David G Perfectdaycalendar exactly same thing happed on me. Submitted the online form, waited for 4 to 6 weeks, nothing came back. Submitted another one directly by using email to email, no reply as well. One of the reason I buy their product simply because they claimed they will stand behind their product, but apparently not. I’m not rushing to get it repair or replaced, but at least give me a respond, I’m just like talking to the air.
I guess it's best to test the new equipment at the house first. Everyone's gotten caught by defective equipment so don't worry about. Looks like the PCT makes DeSoto National Forrest look tame! :)
When I heard that bit about Thermarest all I could think of was that line that Bill Murry says in Ghostbusters 2: "Oh Johnny, did you back the wrong horse!" I can't help but wonder if they had any idea who they were talking to. You are honest with us, and not mean or vengeful, so I feel like I can trust your word. If I were in the market for a sleeping mat, I surely would NOT buy that one.
Welcome back to California. I heard your mom say something about her hip. I went hiking in the Joshua Tree monument about a month ago and of all the things that hurt the most it was my hips. I'm 68 years old and several people I know have either broken their hips and or had replacement surgery.
I live in So.cal and i hike in warm weather with my long hair 40lb Wheaton terrier at times. The Ruffwear cooling vest was a game changer for us. That vest works. It’s worth the carry weight, my dog is noticeably more happier in warm weather with that on.
Hah! Not a great boon for thermarest. Surprised by their bad customer service! Wont be buying anything from them again:) Sorry that happened to you two!! Sleeping at night without a deflated pad is hard stuff. I had to do that a few nights on the AT when my pad gave up on me
I purchased a Big Agnes air core from a used gear store in Seattle. I’m from the UK and when it developed a slow leak Big Agnes sent me their new updated pad as a replacement to my house. I hope thermarest take some notes from other companies offering much better service
Thermarest told you that on their pads? Wow. Talk about a C/S fail. Good thing they are too narrow for my axe handle width shoulders. Looks like I'm sticking with the other brand I've been looking at that actually stands behind their gear. Darn shame. And FancyMae.... she's so adorable. Seriously adorable. And bless her sweet heart when she was asleep and soaked to rest under y'all's umbrellas to get out of the immediate heat. Finally... Good going Mom! Look at her powering up there and hiking those hills. Rock on, Mom!
That plant at the beginning is a Wooly Blue Curls... Trichostema lanatum! I grow it in my front yard!🌷🌷I had the same experience with my Uberlite. Fortunately I bought at REI.
Hi Dixie, I got through the rock slide mile 172.4 July 16. I shimmed through the crack while a fellow hiker took my pack over the top. I’m 71 and couldn’t climb over. Glad when that was over. Love your videos!
That's the exact sleeping pad I have had my eye on for Susie and I , the light weight is a big draw, but pooooooor reviews, well make me think twice. Cool to see your Momma out their, y'all are doing great
I can't believe that anybody would be skipping any part of your journey, but it is nice of you to put the time stamps in for who ever that might be. Me, I just love watching you on your current, past and hopefully future hiking endeavors, take care and stay safe.
Sorry about the sleeping accommodations but very happy to see you back on the trail. Didn't realize how much I missed your soft spot for nature at work until I watched this episode today. You can't be too far from 200,000 subscribers now. Hang in there, Mom, you're doing great. And you can tell your class all about "how you spent your summer vacation".
I recently threw away two Thermarests, probably their originals. They had the the metal valve. They lasted almost 25 years. The full length one had developed a weak spot around the valve, but was always repairable, even out on the trail. I would deflate, tighten valve, make the repair and do some camp chores. That night I was back in business. They were pretty heavy duty for a self inflating pad. But I think I'll stay away from these ultra light models. I have a Z-Lite pad, that I use now for a seat pad too. Don't have to worry about leaks. Plus, I alternate between tent and hammock camping. Thanks for sharing your trip with us.
Those are super beautiful sky shots starting at the 5:29 mark! Glad you're all enjoying the hike. When you had first mentioned many videos ago that you were going back to the PCT to fill in fire closures, I thought you were volunteering for some type of trail maintenance (ha ha). Safe travels to all! : )
I guess I’ll be dumping my thermarest gear for a better brand that is willing to help when their product fails. Good to know how a company really operates!
Dixie, just shared this vid over to facebook too as EVERYONE needs to know about Thermarests long service problem and the problems with their new items.
I mean realistically it would be interesting to know how many sleeping pads your videos have sold for them. I garantee it is more than any one of their salespeople.
L B I wonder if it matters at this point...this video tipped the scales against me buying the UberLite and them offering to replace her pad won’t change the pad’s durability. I can’t imagine I’m alone in this.
@@matthewk3228 I get what you mean; I feel the same way. I wasn't going to buy an uberlite anyway, but I think the more damaging thing here is not that the product was faulty, but that the service was sub-par. I have other products from thermarest that I like, but I won't continue to purchase their products if the customer service is going to be bad when I need it. I think they can still save some face here but making it right with Dixie.
L B .Even if they respond for Dixie, that their 'standard' policy is for customers to wait SIX WEEKS for them to determine whether or not to cover it under warranty earns a an "F" for customer service. I have 4 Thermarests, including a NeoAir Xlite. I've never tested their warranty, but I now know it is dismal. My Xlite already seems thin. The Uberlite shaves another 25% (3 ounces). That shave may be too close to the edge.
Dogs sweat through their paws and tongue, not torso. Covering paws when the dog is hot can be dangerous. At least soak the paw-mitts? But even better, don't use them. They make a paw-balm that'll soothe and toughen paws without holding in heat. Paw-mitts are fine when it's cold out, not so good when overheating is a possibility.
@@CloverHikes - Dixie said she checked the ground many times and didn't think it was hot. If booties are necessary, they should be soaking wet. Even without booties, wetting a dog's paws is one of the best cooling methods available. If it's hot, I always wet my dog's paws before heading out. And re-wet them every half-hour as needed. Dog's have no sweat glands on their torso, they cool exclusively through their paws (and tongue). Wetting a dog's torso is ok, there's nothing wrong with it, but their cooling blood vessels and mechanisms are in their paws.
Just a little elaboration - the main way dogs cool off is through panting. The excess heat is radiated out in the nose where there are structures like vanes or cooling fins that let the heat from the blood escape into the expired air as they pant. Very effective. But they also supplement this with sweating through their paw pads. Important but not as much as panting. So allowing air flow around and wetting the feet are important as well.
@@raymondcrain3668 - Panting works by convection, paw-cooling works primarily through conduction. Conduction typically has a higher transfer rate and relies less on sweat (fluids). Dogs enter heat stroke more easily and quickly than humans precisely because their cooling channels are limited and they run out of water faster too. Paw-mitts block conduction and convection. Panting is the slightly larger heat conduction channel, but is highly reliant on hydration and generates a fair amount of heat itself. Paws are more passive and require far less water. It's a mistake to try to compensate paw-cooling with extra panting.
Straight up as always! Just getting Murdoch my 9 month old bernadoodle used to his gear and good to see some pooch reality. @Thermarest I've taken an Xtherm through thick and thin for 5 years. Wanted to buy an Uberlite for summer UL trips, but the out of the box failures are starting to stack up. If you're going to gamble with the UL, at least give us the quick trade in at any store, or better yet individual pad QA. Call the investment advertising money and it's worth its weight in gold.
Very nice to have a trail video from you! It would be neat if you could meet Second Chance while your out there but with jumping from spot to spot highly unlikely. Can't believe Thermarest 4 to 6 weeks! Take a month and a half off during your thru hike. Forget them!
The same thing happened with my brand new Uberlite in slightly more extreme conditions: during a storm in Iceland on the first day of our 18-day trip. Luckily we managed to repair it and has held up well ever since.
Good to see you back out doing what you do best Jess, I had a similar problem with two well used and years old neo airs in the UK. Sent to Ireland for repair and lo and behold they sent me two brand new ones within a week, i was impressed I have to say, shame your local US support isn't up to the same standard !
Man, I am tired of the bullcrap I have dealt with Thermarest. I make it my mission to tell all section and thru hikers for avoid their gear. Sorry you had this experience and this is exactly why I buy everything from REI and pay that premium for good service.
I had forgotten how beautiful the PCT is. My boys are going to be so happy to get to watch your hiking videos again! Thanks for sharing your adventure.
I’m on the PCT right now... I HAVE an Uberlite & I got the slow leak within a day of using it. I use a foam pad underneath. I have to re-inflate it every 2-3 hours. THE UBERLITE IS COMPLETE JUNK
@@HomemadeWanderlust Dixie....I would call again and talk to someone with some authority....they should ship you two new pads of your choice with an appoligy !@!
How wonderful to get to share the trail with your mom and pup. ❤️. Some great, great memories being created together. 👍. And you are the best mom/caretaker to Fancy Mae. You took such good care of her! Well done 👍.
Great video! Fancy did great!! What a pretty girl! There should be no such thing as a "delicate pad". Going to get another pad, I'm going to check that one off the list. That's right!!! Don't knock it till ya try it!! Gotta do what ya gotta do! 👍
Your cinematography is becoming much more professional and even more enjoyable to watch--kudos for the camera work and the post processing. Obviously you guys keep learning as you go!
SO GREAT to see you back on trail and watch your amazing videos! GO MOM! And Fancy is going to be a whole new dog by the end of this. She is being very brave. Missed you and good to see you back.
So happy to see you back out on the trail! Glad to see that you still have your wit and charm while chronicling this part of your journey! Looking forward to the next one!
I had a similar problem with my XLite - it ended up being the glued seam. Even using the „pump it up, put it underwater“ method it took me 15 mins to find it, its very subtle. So i taped it and sent it in after the trip. ThermARest did not replace it but in the span of like 4 weeks did repair it. It did not feel like super customer support either, but since I am otherwise happy with the mat, it‘s still in use ^^
Hi Dixie...you might want to loosely put a white lightweight cover on AT (Awkward Turtle) to reflect the heat absorbed by her black hair. Might keep her cooler. Just a thought. Have yourself the best time out there.. Happy trails..Ouzel
I have the same problem with those shoes and ankle socks. Can’t wear them I’m fishing my socks out all time and end up taking them off. So crew socks only
I was going to get that pad but I won’t ever buy another thermarest again because of this. There’s so much competition out there, this is why companies end up going down, they just stop caring about people. They dont care about you. they don’t care that you are out there for a limited time, they just want your money and you to go away, don’t bother them with your faulty product. I have 4 other thermarest pads that I recommended, but I won’t have a 5th, or recommend them to anyone, ever. Thanks for letting us know.
Hi Dixie,
We’re so sorry to hear about the poor experience you had with your UberLites and we appreciate you bringing it to our attention. We want to assure you and our thru-hike community that we stand behind the quality of every product we make and support them with a limited lifetime warranty. In order to keep as much gear as possible on the trail and out of the landfill, we attempt to repair any warrantied Therm-a-Rest gear at our repair shop in Seattle, WA. Our repairs team works their hardest to repair all damaged gear in a timely fashion so it can get back on the trail as soon as possible. Unfortunately, at the height of backpacking season this can take a few weeks. Please note that sleep pads tend to take longer to repair than most products because we leave them inflated for 48 hours after the repair is complete to double check the integrity of our repair. Since we know our gear is relied upon every single day while on the trail and a few weeks turnaround is not quick enough, especially for thru-hikers, we offer to send out loaner pads while yours is being repaired (this is usually a Therm-a-Rest Z-Lite). We truly apologize if this wasn’t mentioned when you spoke to our customer service team initially. Please reach back out to us as soon as you’re able so that you and your mother can rest better.
Very disappointing to hear about the Thermarest response...makes me think twice about purchasing one.
Aussie HikerTrash The regular on their site is out of stock. Maybe her Moms is a regular size and thus the long wait. Only reason I can think of. Otherwise Therm-a-Rest is usually very good with warranties.
Andrew C Nope. They said mail it in with a form and they would be back with me in 4-6 weeks. Even after explaining the situation of not having 4-6 weeks to wait. No mention of certain things not being in stock at all. I wish that was the explanation :/
My xlite has been wonderful! I went back to it. I would just be sure to purchase from REI so you can return up to a year if you need to with no questions asked.
Andrew C Even if they would have offered to look at it and see if it could be repaired, I would have been satisfied. If they determined it was covered under warranty, cool. If not, I would have been willing to pay. No offers of loaner pads, refunds, pay for repair, etc. No options were given other than return with a form and give them 4-6 weeks.
DIXIE....this deal with yur uberlites is BS....I dont think you talked to the right person....I for one wont be buying from them after this...if they dont stand behind their products any better than that....they might otta take notice of how many subscribers you have....if yu know what I mean.....they should have overnited two new pads to your next town or pickup point....take care of your mom and faithful dog...stay safe....Kansas City here !!!
I wonder if Thermarest realizes that over 200,000 potential customers will learn that the Uberlite may not be a great choice. Not a good decision to treat a thru hiker this way.
Not a good decision to treat anybody that way, regardless of their status.
Even more glad that I bought an Outdoor Vitals pad. If that happened to one of theirs I bet they would walk it out to the PCT.
Agreed ahahah. If they end up watching this video, there's going to be so much cringing in the office. Hopefully they'll reevaluate their customer service standards XD
Uberlites are also a new product that are super popular at the moment. They were sold out for months when they first hit the market. Odds are there just weren't any available. I've heard nothing but great things about their customer service from a few dozen hikers.
That's what I was thinking. Bet they would have reacted differently if they knew who she was
I want to thank you a million times for your coverage of various sleeping pads. I bought a Klymit Static V Recon and it has changed my life in the field. I took it to a JRTC rotation with the Army and everyone made fun of me for my fancy princess pad. Three weeks later when we came out of the field eight guys from my unit bought one on Amazon before we even left Ft. Polk. Literally the best $49 I have ever spent in my life.
Having run social listening programs for a couple major brands, shame on Thermarest if they haven’t spotted this video and these comments. Dixie, you are the epitome of a social influencer and all outdoor brands should be hanging on your every word. Kudos to you for not playing the “do you know who I am?” card when you called them. And yes to REI... champs in the returns department.
Brian Ellefritz I agree about REI. They have real integrity!
They missed an opportunity to have you tell thousands of people how phenomenal their customer service is...now we all know their customer service stinks. Way to go Thermarest! Way to make the best of a golden opportunity.
Wonderful to see how you made your dog's comfort a priority and not an afterthought. Thanks Dixie, for showing what responsible pet ownership looks like.
Nancy B. Thank you! She’s my baby :)
It's so good to see you back on trail. I had the same issue with my Klymit pad on the JMT, but I contacted them and they immediately sent me a new pad to my next resupply location, which was Vermillion. They didn't even want the old pad back until I got back home. That was pretty cool of them!
Yes, Klymit has hands-down the best customer service of any outdoor gear company I've worked with. The problem is, you're going to have to use it. Every time, for every product. I've never had a Klymit product that didn't fail within the first 3 uses. They always send me a new one though! I don't purchase their products anymore, however.
Wow! That’s awesome. Great customer service for sure.
Awkward Turtle is a great trail name!
Akward Turtle ..lol !! So glad to have you back. Your mom must be an amazing women. She raised a most grace filled daughter.
Tab Liechty Thank you! I think she’s pretty great :) It’s good to be back on trail ❤️
Wow,....... Therm A Rest missed out on a great PR opportunity for the nearly 200,000 subscribers who not only watch your videos, but often make their purchases based on your success. Sad
Ros M Their Xlite has been my favorite pad so far-never had issues! But yeah, I wasn’t aware of their delay in customer service. I’ll just make sure that anything I buy from them in the future will be through REI, so I know I’m protected one way or another.
I copied and tagged the video on thermarests Facebook page for all to see.
I don't see it anywhere on their page, but I like the effort.
Hmmmm, wonder if they took it down?
Excellent! I might do it again!
Thermarest should have top customer service with how expensive their gear is. Not impressed Thermarest. Hey Dixie, many followers here in Australia will be worried about Thermarest now. A good nights sleep is so important.
Have a look at the sea to summit ultralight pads in Oz, more comfortable than the equivalent Thermarest for a side sleeper/wriggler & the insulated version is warmer in colder environments too 👍
@@gaj5701 Will do, thanks mate.
@@johnrogers5825 No worries, one thing I will say is don't bother with the inflation sack as people seem to struggle with the connection to the valve & then say the whole pad is rubbish. It only takes me 7 breaths to inflate it so it's hardly the most difficult thing on earth to do & mine stayed fully inflated in the spare room at my house for over a month (friend slept on it after a party then pushed it under the bed when he left).
Another light option is klymit v (recon model i think) . Pros- tough material, good for side sleepers, packs down well, good price point. Con-low r value unless you get the insulated model which is twice the weight. Thermo always a bit exy for me. Cheers
Time Stamps!
Therm-A-Rest NeoAir Uberlite Updates:
- First Night - 04:51
06:54
- Therm-A-Rest Response - 10:21
Chronological Time Stamps:
00:00 Getting to The Trail
02:02 The Plan/Location
02:48 Rattlesnake
03:25 Footsteps Connected
03:54 Setting up Camp
04:51 Flat Sleeping Pad
06:00 Managing My Dog Fancy's Pack Weight
06:54 Sleeping Pad Update
07:39 Rattlesnake
08:00 Fancy's Shoes
08:40 Would I Thru-hike Through a Desert With A Dog?
10:21 Therm-A-Rest Response
12:35 Road Walk Around Rock Slide
14:25 Connecting Footsteps/The End
And your fur baby is doing really good on a trail I'm very proud of her or him I forget
You have done a fantastic job on training
I am taking my Uberlite out this weekend for its first trip. Hopefully I have better luck with mine than you did with yours! But thanks for the heads up!
I NEVER set my alerts to all...cept for this trip!
Dixie - looks like you may have found the limit of ultra-light inflatable pads. Time to go back to the heavier duty version.
Your mom is awesome!
Thermarest responded three hours ago (8:30 PM 6/27 here in Denver right now.) If I were you Dix the only response I'd accept is "where can we send two new pads". No further discussion!
That underwater shot of the slowly moving algae 👌🏻❤️ thank you Dixie for the views and being a super doggy mommy! I hope you sort out that sleeping pad problem 😕
Dixie on the trail!!! This made my day. RE: Fancy: I took my dog on a hiking/camping trip and she got very tired with very sore feet the first day after about 6 or 7 miles of hiking (piney woods of East Texas, 95 + degrees), but she rallied the next day, and by the third day she was raring to go. I'm not sure if she would have done as well with constant sun exposure at elevation, but they do tend to adjust more quickly than we do, and I think the water and shade breaks were exactly what she would need to in order to adjust. Thanks for sharing all this with us!
Woohoo! Been waiting on these. Safe travels!
You are the reason I got my family out hiking so a big thank you to you and you are a huge inspiration
Love to see you back on the trail. How stupid can Thermarest be? Pretty stupid apparently.
Uberlites are also a new product that are super popular at the moment. They were sold out for months when they first hit the market. Odds are there just weren't any available. I've heard nothing but great things about their customer service from a few dozen hikers.
@@kyle103 Do you work for thermarest? Lol
@@betsyb1374 Nope. Just trying to be level headed about a company that has had nothing but good press for 30 years about their customer service.
Kyle Maybe it could be repaired and doesn’t need replaced? Or even the offer of a refund if they find the defect is covered under warranty? I would’ve been good with some options. You can’t just leave someone hanging for 4-6 weeks, though. I love my xlite and I have never had issues that weren’t my fault (I repaired easily in the field), but I’d suggest folks buy from someone like REI that has a good return policy so you’re not left stranded in the middle of a trip if there’s an issue.
@@HomemadeWanderlust and even if they were out of stock, it wouldn't take 4 to 6 weeks to make one or two and you'd think they'd want to get those first ones to a good customer having a problem before worrying about getting more sold.
It's not the first time I hear about Thermarest "expensive" mats issues. This company should react better against the great disappointment of a lot of customers. Dixie it's always a pleasure to follow you and friends / mom / dog on the tracks you share with us. Keep going !
Ohhh How I’ve missed these videos! The breathtaking scenery, the critters, the laughing. And Fancy’s EYES! I was lololing!!! I think Fancy is dreaming of her nice cool, comfortable dog bed at home. 😄 Your Moms doing great. I want to try hiking so bad. I was in REI today looking at a pack.
Great stuff! I am an old GA boy and have been following your adventures since the AT. Wow! Just a note - dogs control their body temperature primarily by panting but they also sweat to cool off but only through their paw pads. If you are in the dessert with your dog, it might be a good idea to take the shoes off when resting and chillin in the shade to help them in cooling down. She is doing great! (Note: I am a veterinarian. When we cool dogs down that are at or near heat stress, we primarily wet their feet and provide cool moving air. With heat stroke, we treat much more aggressively and it will involve careful but short ice baths as well.)
Hey Dixie, I wear compression socks as well. I find they work better as the first layer and then wear Darn Toughs over them. The compression socks are to slick to stay up over any other base other than skin. At least that's what I have found.
I use a klymit static V Luxe it's not light, but it is definitely durable. Only saying this if someone is looking for a pad.
I shared a hotel room with two other people, and I opted to sleep on the floor, just because of how comfortable it is.
I've also had a tree root underneath me, and it still held up.
I used it for 270 miles on the AT, only left due to stress fracture on my foot, but I am returning this year.
Shame on therma rest. I’ll definitely keep that in mind as I’m buying gear for my AT hike in 2020
Lee I do love my neoair Xlite! I’d just buy from someone like REI that has a good return policy just in case :)
I had no problem with them in '16 on the AT. they called the outfitter in town but they where out of them asked me what town I was hitting next so they could mail there. just told me to cut it with a knife, take a pic of it and email it to them. they did run me around til I told em was a thru hiker
So excited to see you on the trail again! That star time lapse was awesome. Thanks for sharing. Keep up the great work. ATB : )
The boots for the dog are definitely helping with the stoney paths, but when resting you could take them off to help with sweating.
Wet her ear flaps and her paw pads. Most of a dog's sweat glands are in her paws, and cooling these down may help lower her temperature. Love your videos. Happy tales.......
I was literally thinking of picking up one of those pads. I will be avoiding theses and possibly Therm-a-Rest.
I heard about your channel through some friends who hiked the PCT in 2018, and I’ve been loving following you on your hikes. Thanks for inspiring me to start my own adventure channel! Thumbs up for Dixie & Fancy!
KobraHamson Thank you so much!! I appreciate that. Congrats on your channel 😃😃
Thanks for sharing with you mom. My son and I hike together. Much, much shorter trails. Betty from TN...but born in AL. Praying for you all. Blessings
Definitely looked like an awesome overnight trip. I'm disappointed about the Thermarest, I was just about the pull the trigger on one, but I think I'll go a different path. Thanks for sharing!
Great to see you back on trail! I've been super happy with my Sea to Summit Etherlight Insulated pad. It's a bit heavier than Thermarest, but sturdy, and it's the first time my hip hasn't touched the ground when sleeping on my side. And my pillow stays on it!
I traded in my ThermaRest NeoAir Xlite for an Exped Synmat HL and have never looked back! I have the Med/Wide version bc I'm a side sleeper and it weighs 15 oz, just 3oz more than a regular width thermarest. It's crazy comfortable and doesn't make the awful potato chip bag noise! I've used it multiple times camping in the prickly Nevada desert with no ground sheet under my tent and it's holding strong, no leaks. Also, your mom and dog are the sweetest! Hopefully someday my mom will come backpacking with me!
other than thermarest shooting themselves in the foot with their customer service (or lack thereof) regarding the pad... this video was so happy and sweet and good! thank you for sharing your continued adventures, and Awkward Turtle is the most precious little pupper
captain237 I’m glad you enjoyed it! Thank you so much for watching.
Awww yasss, the mother-daughter adventure commences. This is gonna be grand!
Hi Dixie! Just wanted to share a little dog knowledge is all. Dogs regulate their body temperature thru their paw pads and by panting. During your rest times consider removing her shoes and letting her lick her pads or walk in a stream to bring her core temp down. You guys are doing great! Much respect.
Happy to see you back on the trail. I had been considering a Thermarest for my next sleeping pad but not now.
Fancy seems to like this life. 😊
I wanted to mention that you never know what will inspire you. I accidentally found your vid from the AT this past spring and I was hooked. I've always loved hiking but being a single mom there is no way I can make a longer hike at the moment.
The irony of the situation is that there is a 360 km trail only 10 min walk from my house! It loops around so you can start and finish where ever you want! I have gone on day hikes only but a few weeks ago I became a "trail host" and I am now responsible for the up keep and maintenance of about 10 km of Gästrikeleden as it's called. 😊
And all this from watching an hour long self documentary from the AT-trail. 😊
It makes me incredibly happy that get to share this with your mom. And it is so, so good to see you back on the trail!
Nicholas Livers It’s SO good to be back!!
Thank you :)
Love the edits of you and your Mom and Fancy on the trail. And the time lapses..wow!! Great footage! Glad to have you back on the trail!
I have a neo air and it came with a slow leak. Their customer response was "it'll take a month for you to get a new one" this is the second mat I've had from that had defects.
Welcome to Cascade Designs (parent company of Thermarest MSR and Platypus brands) customer service. Last winter I had a Platypus hydration bag with a faulty weld at two seams and was leaking.
I went onto their website, filled out an online warranty form and waited for a reply. Nothing. I filled out a second online warranty form, msg stated my email was received, but like you Dixie, 6-8 weeks before a reply would be sent. (Do they not know Amazon is across town in Seattle and once Amazon sees your return merchandise label scanned in UPS, etc, they credit your credit card right then and there)
Anyway, many weeks went by, I finally called, oh we never got any of your emails was the reply.
Looks like I’m done buying Cascade Designs gear in this two-day Amazon Prime world we all live in.
Buh bye CD!
I had the same problems with Gregory. I submitted two forms asking some specific questions regarding a product (because I wanted to spare myself some headaches on the front end) and never heard back from them. I waited weeks and nada.
I heard from a survey firm asking how the service was - and never back from Gregory products themselves.
Really? I am most glad to leave glowing reviews for amazing service - but will, on occasion, speak up and out on enormous C/S failures. If their items didn't fit me brilliantly I'd have sold my stuff at a loss and gone somewhere else.
Ignoring questions and problems from customers is a sure-fire way to lose business to competitors in this rattlesnake eat rattlesnake world.
Amys The-Wise-One agreed, so simple to reach out!
David G Perfectdaycalendar exactly same thing happed on me. Submitted the online form, waited for 4 to 6 weeks, nothing came back. Submitted another one directly by using email to email, no reply as well. One of the reason I buy their product simply because they claimed they will stand behind their product, but apparently not. I’m not rushing to get it repair or replaced, but at least give me a respond, I’m just like talking to the air.
Nix Leong wow, exact problem I had.
Nice video, thanks for letting us experience that amazing scenery with you.
I guess it's best to test the new equipment at the house first. Everyone's gotten caught by defective equipment so don't worry about. Looks like the PCT makes DeSoto National Forrest look tame! :)
When I heard that bit about Thermarest all I could think of was that line that Bill Murry says in Ghostbusters 2: "Oh Johnny, did you back the wrong horse!" I can't help but wonder if they had any idea who they were talking to. You are honest with us, and not mean or vengeful, so I feel like I can trust your word. If I were in the market for a sleeping mat, I surely would NOT buy that one.
Welcome back to California. I heard your mom say something about her hip. I went hiking in the Joshua Tree monument about a month ago and of all the things that hurt the most it was my hips. I'm 68 years old and several people I know have either broken their hips and or had replacement surgery.
I live in So.cal and i hike in warm weather with my long hair 40lb Wheaton terrier at times. The Ruffwear cooling vest was a game changer for us. That vest works. It’s worth the carry weight, my dog is noticeably more happier in warm weather with that on.
Fancy Maes face at 4:13..... priceless. She’s like what in the world have you gotten me in to??? Lol
I know that look. That's I'm sorry I won't do it again, if I only knew what "it" was.
Yeah that pooches body language through the whole video.....like she needs a hug through the whole thing
Hah! Not a great boon for thermarest. Surprised by their bad customer service!
Wont be buying anything from them again:)
Sorry that happened to you two!! Sleeping at night without a deflated pad is hard stuff. I had to do that a few nights on the AT when my pad gave up on me
Best commentary of any hiking blogger. Nice to have Dixie back on the trail.
So nice to see you back on trail. That is a ridiculous turn around time on your Thermarest pad. Good luck and will be watching
I purchased a Big Agnes air core from a used gear store in Seattle. I’m from the UK and when it developed a slow leak Big Agnes sent me their new updated pad as a replacement to my house. I hope thermarest take some notes from other companies offering much better service
Thermarest told you that on their pads? Wow. Talk about a C/S fail. Good thing they are too narrow for my axe handle width shoulders. Looks like I'm sticking with the other brand I've been looking at that actually stands behind their gear.
Darn shame.
And FancyMae.... she's so adorable. Seriously adorable. And bless her sweet heart when she was asleep and soaked to rest under y'all's umbrellas to get out of the immediate heat.
Finally... Good going Mom! Look at her powering up there and hiking those hills. Rock on, Mom!
That plant at the beginning is a Wooly Blue Curls... Trichostema lanatum! I grow it in my front yard!🌷🌷I had the same experience with my Uberlite. Fortunately I bought at REI.
Hi Dixie,
I got through the rock slide mile 172.4 July 16. I shimmed through the crack while a fellow hiker took my pack over the top. I’m 71 and couldn’t climb over. Glad when that was over. Love your videos!
That's the exact sleeping pad I have had my eye on for Susie and I , the light weight is a big draw, but pooooooor reviews, well make me think twice. Cool to see your Momma out their, y'all are doing great
azcolby40 Yeah, some people have had luck with theirs. I love the xlite! A tad bit heavier, but it’s been durable enough in my experience.
Thermarest may want to rethink their customer service. So glad that you and your mom are experiencing this 😀
Great to see you on trail again. Hooray to mom and fancy also. I'm sure this will be fun!!!
That time Thermarest formed a circular firing squad... LOL
I can't believe that anybody would be skipping any part of your journey, but it is nice of you to put the time stamps in for who ever that might be. Me, I just love watching you on your current, past and hopefully future hiking endeavors, take care and stay safe.
Thanks for the heads up Dixie/Jessica. I WAS considering buying one. I hope people are putting this info on the review at places like REI.
Sorry about the sleeping accommodations but very happy to see you back on the trail. Didn't realize how much I missed your soft spot for nature at work until I watched this episode today. You can't be too far from 200,000 subscribers now. Hang in there, Mom, you're doing great. And you can tell your class all about "how you spent your summer vacation".
I recently threw away two Thermarests, probably their originals. They had the the metal valve. They lasted almost 25 years. The full length one had developed a weak spot around the valve, but was always repairable, even out on the trail. I would deflate, tighten valve, make the repair and do some camp chores. That night I was back in business. They were pretty heavy duty for a self inflating pad. But I think I'll stay away from these ultra light models. I have a Z-Lite pad, that I use now for a seat pad too. Don't have to worry about leaks. Plus, I alternate between tent and hammock camping. Thanks for sharing your trip with us.
Those are super beautiful sky shots starting at the 5:29 mark! Glad you're all enjoying the hike. When you had first mentioned many videos ago that you were going back to the PCT to fill in fire closures, I thought you were volunteering for some type of trail maintenance (ha ha). Safe travels to all! : )
Thanks Dixie, another great video. Hey Thermarest! Big mistake... HUGE!!! Everybody, spread the word...
I guess I’ll be dumping my thermarest gear for a better brand that is willing to help when their product fails. Good to know how a company really operates!
Dixie, just shared this vid over to facebook too as EVERYONE needs to know about Thermarests long service problem and the problems with their new items.
Nemo tensor ! Lol thermarest should know that you are the queen of hiking. Bad publicity on that one.
I mean realistically it would be interesting to know how many sleeping pads your videos have sold for them. I garantee it is more than any one of their salespeople.
L B I wonder if it matters at this point...this video tipped the scales against me buying the UberLite and them offering to replace her pad won’t change the pad’s durability. I can’t imagine I’m alone in this.
@@matthewk3228 I get what you mean; I feel the same way. I wasn't going to buy an uberlite anyway, but I think the more damaging thing here is not that the product was faulty, but that the service was sub-par. I have other products from thermarest that I like, but I won't continue to purchase their products if the customer service is going to be bad when I need it. I think they can still save some face here but making it right with Dixie.
L B .Even if they respond for Dixie, that their 'standard' policy is for customers to wait SIX WEEKS for them to determine whether or not to cover it under warranty earns a an "F" for customer service. I have 4 Thermarests, including a NeoAir Xlite. I've never tested their warranty, but I now know it is dismal. My Xlite already seems thin. The Uberlite shaves another 25% (3 ounces). That shave may be too close to the edge.
I love my Tensor. And it isnt so noisy.
Dogs sweat through their paws and tongue, not torso. Covering paws when the dog is hot can be dangerous. At least soak the paw-mitts? But even better, don't use them. They make a paw-balm that'll soothe and toughen paws without holding in heat. Paw-mitts are fine when it's cold out, not so good when overheating is a possibility.
We've seen dogs with terrible burns on their paws from hot asphalt. Not sure how hot rocks get in the desert, but the booties may be necessary.
@@CloverHikes - Dixie said she checked the ground many times and didn't think it was hot. If booties are necessary, they should be soaking wet. Even without booties, wetting a dog's paws is one of the best cooling methods available. If it's hot, I always wet my dog's paws before heading out. And re-wet them every half-hour as needed. Dog's have no sweat glands on their torso, they cool exclusively through their paws (and tongue). Wetting a dog's torso is ok, there's nothing wrong with it, but their cooling blood vessels and mechanisms are in their paws.
Just a little elaboration - the main way dogs cool off is through panting. The excess heat is radiated out in the nose where there are structures like vanes or cooling fins that let the heat from the blood escape into the expired air as they pant. Very effective. But they also supplement this with sweating through their paw pads. Important but not as much as panting. So allowing air flow around and wetting the feet are important as well.
@@raymondcrain3668 - Panting works by convection, paw-cooling works primarily through conduction. Conduction typically has a higher transfer rate and relies less on sweat (fluids). Dogs enter heat stroke more easily and quickly than humans precisely because their cooling channels are limited and they run out of water faster too. Paw-mitts block conduction and convection. Panting is the slightly larger heat conduction channel, but is highly reliant on hydration and generates a fair amount of heat itself. Paws are more passive and require far less water. It's a mistake to try to compensate paw-cooling with extra panting.
Come on thermarest, do you understand anything about your customer base!?
Dixie, that underwater shot was awesome, can't wait for the next video.
Really love your editing style. Its very dynamic and organic. Awesome videos.
Straight up as always! Just getting Murdoch my 9 month old bernadoodle used to his gear and good to see some pooch reality. @Thermarest I've taken an Xtherm through thick and thin for 5 years. Wanted to buy an Uberlite for summer UL trips, but the out of the box failures are starting to stack up. If you're going to gamble with the UL, at least give us the quick trade in at any store, or better yet individual pad QA. Call the investment advertising money and it's worth its weight in gold.
Thanks Dixie for taking me along on your video. Really enjoy seeing & hearing you ventures. Wishing you well.
Very nice to have a trail video from you! It would be neat if you could meet Second Chance while your out there but with jumping from spot to spot highly unlikely.
Can't believe Thermarest 4 to 6 weeks! Take a month and a half off during your thru hike. Forget them!
Love you for putting sunscreen in Fancy’s ears! So few puppy parents think of that.
The same thing happened with my brand new Uberlite in slightly more extreme conditions: during a storm in Iceland on the first day of our 18-day trip. Luckily we managed to repair it and has held up well ever since.
I love, Love, LOVE the scenery. Thank you so much for sharing!
seekernot lost Thank you for watching!
Good to see you back out doing what you do best Jess, I had a similar problem with two well used and years old neo airs in the UK. Sent to Ireland for repair and lo and behold they sent me two brand new ones within a week, i was impressed I have to say, shame your local US support isn't up to the same standard !
Man, I am tired of the bullcrap I have dealt with Thermarest. I make it my mission to tell all section and thru hikers for avoid their gear. Sorry you had this experience and this is exactly why I buy everything from REI and pay that premium for good service.
I had forgotten how beautiful the PCT is. My boys are going to be so happy to get to watch your hiking videos again! Thanks for sharing your adventure.
I’m on the PCT right now... I HAVE an Uberlite & I got the slow leak within a day of using it. I use a foam pad underneath. I have to re-inflate it every 2-3 hours. THE UBERLITE IS COMPLETE JUNK
Seriously? I have the same setup and I'm starting the PCT next week. Might have to rethink my pad now
Oh nooo 😢 Have you tried reaching out to them? Seems some people are having great luck and others not so much.
@@HomemadeWanderlust Dixie....I would call again and talk to someone with some authority....they should ship you two new pads of your choice with an appoligy !@!
How wonderful to get to share the trail with your mom and pup. ❤️. Some great, great memories being created together. 👍. And you are the best mom/caretaker to Fancy Mae. You took such good care of her! Well done 👍.
Thermarest is starting to decline very rapidly and their customer service from what I've been reading lately on the web and on RUclips
Awesome. Stay safe can’t wait to see your journey ..
Stick 13 Thank you so much!
Great video! Fancy did great!! What a pretty girl! There should be no such thing as a "delicate pad". Going to get another pad, I'm going to check that one off the list. That's right!!! Don't knock it till ya try it!! Gotta do what ya gotta do! 👍
Your cinematography is becoming much more professional and even more enjoyable to watch--kudos for the camera work and the post processing. Obviously you guys keep learning as you go!
Wow, Thermarest might want to reconsider their customer service....
4:00 sees dixie in shot, camera falls, sees dixie again.... “am I losing my mind”
I loved that Requiem for a Dream moment with the morning drinks!!!
Evan Dickinson THATS why I got an uncomfortable feeling 😬
@@StrangeAlleyCat the only thing missing was the euphoric "ahhh". LOL
I was so happy to see your video today! Happy Hiking! ❤️
SO GREAT to see you back on trail and watch your amazing videos! GO MOM! And Fancy is going to be a whole new dog by the end of this. She is being very brave. Missed you and good to see you back.
So happy to see you back out on the trail! Glad to see that you still have your wit and charm while chronicling this part of your journey! Looking forward to the next one!
I had a similar problem with my XLite - it ended up being the glued seam. Even using the „pump it up, put it underwater“ method it took me 15 mins to find it, its very subtle. So i taped it and sent it in after the trip. ThermARest did not replace it but in the span of like 4 weeks did repair it.
It did not feel like super customer support either, but since I am otherwise happy with the mat, it‘s still in use ^^
Hi Dixie...you might want to loosely put a white lightweight cover on AT (Awkward Turtle) to reflect the heat absorbed by her black hair. Might keep her cooler. Just a thought. Have yourself the best time out there.. Happy trails..Ouzel
I have the same problem with those shoes and ankle socks. Can’t wear them I’m fishing my socks out all time and end up taking them off. So crew socks only
Wow- therm-a-rest blew it on this one. Are they aware that 200,000 viewers now understand they cannot effectively exchange their gear while on trail?
I was going to get that pad but I won’t ever buy another thermarest again because of this. There’s so much competition out there, this is why companies end up going down, they just stop caring about people.
They dont care about you. they don’t care that you are out there for a limited time, they just want your money and you to go away, don’t bother them with your faulty product. I have 4 other thermarest pads that I recommended, but I won’t have a 5th, or recommend them to anyone, ever. Thanks for letting us know.
I recently purchased an uberlite... it is deflating as well...