Fixe Hardware (Alien Revolution) Customer Service 7/2020

There is a lot of mixed reviews on Fixe Hardware's customer support in the last 10 years on here, specifically regarding their EVO line which had known issues, so I wanted to share my recent experience with purchasing Alien Revolution Double Slings.

My partner has some older CCH Aliens that are nearing retirement, and I was pretty stoked to buy some of the new aliens to replace them.  I had heard a lot of mixed reviews on their equipment, and more specifically on customer support, but I did what I thought was logical: I called them.  Tai in the Bishop office (who I later learned is President of the Bishop Area Climbers Coalition) picked up and we discussed the EVO's problems, the remodeled Revolutions, where they thrived and where they didn't, and put his name behind the Revolutions and noted and is working to help rebuild the brand.  

I was sold. Literally. I bought a full set (6) of new Alien Revolution Double Sling cams on sale for $360.

Upon arrival the yellow and grey cams had an issue with the wires/lobes.  The pictures below do better justice than me on a description but: When I engaged the lobes to 100% and then released, they would not return back to 0% on 1 or 2 of the lobes.  The yellow was the most extreme where it would only return to 50% cammed and be stuck there unless manually pressed back.

I called Tai and he immediately noted that was "unacceptable" on brand-new cams.  They were likely still safe, but he acknowledged good customer service and business was that he would "pull on new ones myself" and send them to me (with a return slip for the old ones).  Well, four days later I had a new yellow and grey on my doorstep that work great!  Plus a free bag of Fixe's chalk!  

Although there was a hiccup on my original purchase, I personally was very impressed with Tai and with Fixe's ability to stand behind they products and their customers.  They have earned my business when I eventually look for doubles, and I wanted to share with you all.  I'll be sure to update this thread as I use them more.

He's a great guy. I have been in the store where he works 20 times over 10 years as a tourist looking for information.  I'm sure that I'm an unmemorable non-local. He always was very helpful and gave us a ton of great beta on camping, ski conditions and climbing. Also, wrote the guidebook fir Pine Creek Canyon. I also like alien cams . 

Had the same problem with an offset earlier this year. I contacted Fixie, and they offered me a full refund and told me to keep the cam. they definitely seem to have steller customer service when it comes to there cam lineup!