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I'm like you. If I'm buying something online, especially from Backcountry, I've already researched the thing to death and I'm ordering it off Backcountry because I like the price. It ends up being annoying to  have a little chat window come up every time I refresh the page. However, I did notice a big benefit when I placed an order through a gearhead via email and they took 10% off (first time only).

Wait til you get phone calls from your Gearhead just wondering how everything is going.

If you need to return something they have sent me return labels for free in the past too. One guy I worked with a lot last year was a climber and was able to give advice on gear based on having used the gear, and even offered beta/tips on one of my trips (he had been there before). I had bought something once using my 20% off code that didn't fit, and he also applied the 20% off to the replacement that I ordered. Honestly, it was one of the reasons that I started defaulting to buying from backcountry over REI. I just hope they are well compensated for their efforts.

I've bought several things from Backcountry over the past few years. Some way or another, through various interactions, I ended up getting to know "my" Gearhead. I was just as confused as you to learn that I had been assigned one, but I quickly learned the benefits of this free service. Anytime there is any kind of issue with an order of mine, I simply call my Gearhead directly (no waiting or talking to robots) and he takes care of it. Saves having to roll the dice on other forms of customer service. Lubricates the return/exchange process, y'know. I've not yet asked him for gear advice but it's nice to know that I can hit him up anytime and be on first-name basis with someone who knows all the products and who can also check stock/backorder status promptly. He also checks in with me to get feedback on products after I've had time to try them out. I dunno.... I like it overall.

I was contacted by one after a sale, and I actually responded. Turned out to be pretty nice. She helped me return a few things, got me a better price on a few things that went on sale soon after I bought them (by crediting my card), and a few other helpful things, like checking out a pair of climbing skin tips (for skis) that had a not so good product description. I don't need help picking out gear (I sold gear for years), but the service has been great. She emails me from time to time, but not really pressuring a sale, etc. After the first email, I told her I don't really need help and I can pick out my own crap, then it turns out I needed help, so I gave her a try and it was very helpful. Of course this is the business model I realize, but if I were looking for something, I'd ask her to price match and would try to buy it through her/BC.
joe

I’ve used and abused my gearhead over the years. For example mine has:
1. Taken pictures of various carabiners to compare the size relative to each other. 

gearheads are great whenever you want to return/exchange/have questions about any product. feels good to know that I'm talking to the same guy every time and dont get run around on a switchboard every time. they also can bend the rules just a little bit (for example, when things go on sale a few days after you buy it.) to do right by you. if you only buy exactly what you want 100% of the time and just treat it as amazon prime, then there's no added value there. 

I thought it was super weird when I got an e-mail from "my" gearhead and then even weirder when I got a phone call to just chat. However, he has turned out to be super useful a few times. I purchased an item of clothing for a trip and needed it pretty quickly. The color I purchased was on sale. Unfortunately it turned out to be the wrong size and they didn't have the size I needed in the sale color. My gearhead made the exchange and didn't charge me anything extra. A similar thing happened with a pair of shoes, which I really appreciated as they were far cheaper on Backcountry than anywhere else on the web.

So ultimately it is a strange type of customer service but it turns out I'm actually a fan and it has increased my loyalty to Backcountry.

Eric Gavaletz wrote: Honestly, it was one of the reasons that I started defaulting to buying from backcountry over REI. I just hope they are well compensated for their efforts.

I was literally having this conversation with a co-worker today.  I think the gearheads are great!  Hopefully they're compensated appropriately!

I have had 3 different Gearheads. The first was the Bomb and he ultimately got promoted. He was like haveing a personal shopper and helped me a lot and made my buying experiance perfect every time. The last 2 have not been pro active at all, but are there if I needed them, I think. The program is good, but it is only as good as the Gearhead. 

My first order there was over $1000, and immediately after I placed it a gear head called me to go over it, make sure we got it shipped and packaged right, and gave me 10% off. I thought it was pretty cool but it surprised me. Now I get a follow up anytime I order something. And occasional special discounts

ClimbingOn wrote: 

So ultimately it is a strange type of customer service but it turns out I'm actually a fan and it has increased my loyalty to Backcountry.

+1. 

My favorite part is they constantly get new "gearheads" and occasionally slip me $5-$10 in credit for the inconvenience of getting a new "gearhead." Major inconvenience considering my only conversation with one was to get an alert for a product restock 3 years ago.

It sucks when the gear head alerts your sig other when you buy something :(

Mine was the reason I quit buying from backcountry. I used AAC discount for full priced items, and the only way to shop with it was to email the order to your geathead. He would then place that order when he got to it, sometimes a week later. Add a possible size change, and it could take 2 weeks to get the right item in my hands.
As a concept, it's a great idea and it worked for a while. At some point it stopped working for me. 

I've had good luck with the gearheads.

If I miss a sale I ask pretty please can I sneak in...they say yes.
I ask for discounts if I spend over XX...they say yes.
I got a big discount working with a gearhead on a group order for Avy safety gear last year. 

Jaren Watson wrote:

I’m getting tired of you trust fund babies smearing your hifalutin Spam in my face. 

I can only afford Treet.

Yes... this thread is progressing according to plan.

Derek Field wrote: I've bought several things from Backcountry over the past few years. Some way or another, through various interactions, I ended up getting to know "my" Gearhead. I was just as confused as you to learn that I had been assigned one, but I quickly learned the benefits of this free service. Anytime there is any kind of issue with an order of mine, I simply call my Gearhead directly (no waiting or talking to robots) and he takes care of it. Saves having to roll the dice on other forms of customer service. Lubricates the return/exchange process, y'know. I've not yet asked him for gear advice but it's nice to know that I can hit him up anytime and be on first-name basis with someone who knows all the products and who can also check stock/backorder status promptly. He also checks in with me to get feedback on products after I've had time to try them out. I dunno.... I like it overall.

You know I got yo back fam.

The biggest benefit I've gotten from Gearheads is choosing shipping. Backcountry ships via OnTrac in a lot of places and the OnTrac service is shit. In the neighborhood I was living in they would throw packages over fences; people would find packages left in alleyways; all of which led to a lot of missing packages since the area was a bit dodgy. Long story short, I complained about this to a GearHead and from then on she always changed my orders to UPS. All in all, it's a great service. 

Robert Lindsen wrote:

You know I got yo back fam.

For real Robert thanks for the help this summer!! Everything went smooth.