Great Metolius Customer Service

Just wanted to let the community know:

I had a broken cam stop on my 00/0 offset mastercam rendering it useless. I emailed Metolius and described the situation and they fixed it up and replaced the sling for free.

I had been aid climbing and trad climbing with it for a few years now. It never took a fall so they honored the warranty. I didn't notice when I broke the cam stop. Found out at home when resorting gear so I'm not sure exactly when it happened. It must have been from aid climbing when putting weight on it and bounce testing it.

its a known issue with the 0/00 cams ... especially those with the ridged lobes ...

theres a thread about it somewhere

seems weird that it failed without a fall ... but then theres been a report or two of that happening as well

;)

randy88fj62 wrote: had a broken cam stop on my 00/0 offset mastercam

SirChips-A-Lot wrote:US made, US tested and serviced....Metolius. Better than BD in so many ways.

The people at Metolius are awesome, I've never had a problem with a repair or a return.

I have had a different experience with the folks at Metolius. Sent in a purple mastercam with broken trigger wires to have the wires or kevlar replaced. Got an email saying they would not return the cam and were going to destroy it because the cable was slightly bent. Tried to get them to just return the cam as is or replace it since the cam had not been abused, just normal use. The customer service person I dealt with came off as an asshole. Maybe this is an isolated event, but I won't be buying any more cams from them.

Man, Metolius just rules on customer service. I bought some old slightly beat, no slings on them Metolius 4 cam units off the internet, sent them in for new slings, and turns out they can also recondition them to be near new.

My son got them for Christmas. LOL It helps me to sleep at night knowing that they have a better cam angle and thus will stick better than most cams out there.

I've heard it said that they won't send a cam back if it is so beat to shit that they fear it may fail on you, and I think that's a bullshit policy if true. It's your damned cam, if you want to hang it off your rear view mirror or take monster climbing whippers on it, it's your call. They have a responsibility to say "DON'T CLIMB ON IT, YER GONNA DIE" but not to repo it, which is essentially stealing it. If that were to happen to me (I've never known it happen to anyone personally, but this may be the 2nd time I've read an account like highlanders up thread there), I'd tell them to give me back MY cam or prepare to be sued over it.

I have always had great experiences with Metolius customer service.

I had a terrible experience with Metolius cust service. I bought a monster rope because it was advertised as being durable. I core shot it on the first day and it totally wore out in lest than a year of normal cimbing. I thought it was just me but four other cimbers I know had the same experience. I contacted metolius and they said "just normal wear, buy another rope" so I did, a Sterling.

I had nothing but terrible experiences with Metolius customer service. On the other hand, BD always hooks it up.

This year I sent back a purple (0) Mastercam because one of the cam stops had sheared off. This seemed like my fault and I thought I'd have to buy a new replacement. I sent it back to Metolius, hoping that they would fix the cam for less than the cost of a new one (maybe $30-$40)

I was amazed when I got back the bill - $8
1. They replaced the broken cam lobe (and the swaged axle)
2. They replaced the trigger wires (which I didn't even ask for)
3. They replaced the sling (which i also didn't ask for)

So I got my cam back in the mail and it was brand new! They definitely did not make money on this transaction.

I am a Metolius believer.

-Aaron Cassebeer

+1 for Metolius re-sling/re-wiring service! I sent back almost all my power cams and 1 TCU 2 weeks ago. Exceptional work done, and they even brought my #4 back from the dead. The #4 had BOTH O-rings break off, and subsequently afterwards the springs came out of the lobes. They replaced the O-rings with steel rings free of charge.

I'm pretty sure they use the shaker bin thing that has polishing stones in the mix to restore the "new" look to the cam.

I had great service on a micro cam cord from Metolius.

I sent in my tri and power cams to metolius for resling last year. They did an incredible job cleaning them up...almost new looking. The slings were obviously brand new as expected with a date tag on each. Quite a few of the cams were pushing 20yrs old and they came back looking pretty much brand new. Also, they no longer make a #9 power cam, but used to and were able to match the replaced sling color to the original color (wine).

What set them apart however was replacing my 15 year old purple micro with a brand new cam from 2 year old stock free of charge. And they also sent the old one back (without sling attached). The only problem I could find with the old one was the clear gasket (can barely see them) between one of the lobes and body of the cam was missing.

Idk if the fact I sent them a full set of tcu's and doubles of the power cams had anything to do with my excellent experience, but doubt it since most all accounts of their CS are pristine. They def went above and beyond in my case. Metolius cam customer for life!

I've used their re-sling service a few times, and it's always been top-notch. The one time they deemed a cam to be unserviceable (a 00 with broken stops), they just sent me a new one for free. For context, I'd sent about 30 cams in for servicing. 

Sounds like they may have one dud on staff, but I'm a big fan. If only they'd expand their line of larger cams, I'd probably go all-in. Then again, it's nice that there's still someone out there who sticks to what they do well and has no interest in cornering the market.

I sent back 5 20 year old cams this fall. Asked for a full resling and rewire. They determined that the rewire wasn’t necessary and polished them to a shine. They’re effectively brand new now. Honest people and amazing work.

The kind of service I received means that I will definitely support them and their products going forward.