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Let's share warranty experiences
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Not exactly climbing specific, but Fujifilm- my climbing/adventure camera. I’ve taken it through sandstorms, deserts, dropped it to the bottom of an ocean bay in a dry bag, rainforests, has the strap fail and dropped it down a flight of marble stairs. Firstly, for an xt-20 mirrorless with an insane lens on it, it’s about as durable as a brick. Over six years of this and eventually I think it overheated in another dry bag in humid and boiling monsoon weather. I sent it back, they asked what the hell I did to it and told me it was beyond repair, but here’s a new, upgraded model (xt-30ii) free of charge. Now THAT is customer service. They just won my loyalty for life. |
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Spark R&D 10/10 - I had a high back break on me, they sent me 2. Later on I broke the baseplate, it had fatigued and cracked due to the heal cup having a small crack in it. They sent me all the parts needed, I now have a new binding save for the riser.
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Blue Ice 1/10 - Have a Blue Octopus 45L first iteration crag bag and the large zipper started eating into the fabric of the pack and basically ripped the material and stopped working. Submitted a warranty request with email receipt and pictures. Got a response back saying that they SLC office couldn't do anything cause they don't do repairs and just 4 office workers there. Got offered a 20% coupon for their new version of the bag. Good to see them really backing their Lifetime Warranty they say on their website. Won't be buying anything from them anymore. |
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Yikes that sucks. I've been happy with their screws. I had some of the first gen ULs and had a tip detach. They warrantied it no problems, but this was a known problem with some of the early batches so maybe that helped? |
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E9 doesn’t do repairs or replacements which was a literal bummer as their lightly used climbing pants started shredding in the butt zone (their shorts held up much better). Recently had Garmin offer a new Forerunner 45 for $99 after the hard plastic band attachment section came off after three years. Thought that was decent for this era of warranty. |
John Yu wrote:
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Nemo 10/10 Just sent a nemo inflatable pad in the i couldn't find a leak in. Didn't hear anything back but about a week after I shipped it out a brand spanking new pad just arrived at my door. 10/10 |
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Mountain Hardware I have an Outpost 2 tent (discontinued) that I bought direct at the end of 2020. I've gotten a lot of use out of this thing. 30+ nights, some down to 6 degrees F. I noticed some panels of the tent are delaminating. Only some panels, no partial delams. I contacted support through their chat, got to a real person pretty quick, they told me it would be covered under warranty. The Richmond, CA warranty shop is 20 minutes from my house so I'm trying to drop it off in person rather than mailing. The -2 points comes from their phone number(s) not working at all. One never goes through ("This verizon wireless customer is not active") and the other hands up on you ("You are in the queue to speak to the warranty department. There is nobody available in the warranty department *click*") I'll update on the return process later. Edit: They begrudgingly accepted my in-person return but said that they would not do this in the future. It's been a week and a half and they shipped back my repaired fly. Haven't received it yet. Increasing score to 9/10. |
Mason Henke wrote: they are a class act on many levels |
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Anybody even know how to get ahold of MSR/cascade design? I have an MSR stove that should be covered by warranty, but the only way one can contact the company at all is through a warranty form & I have done that a couple times & no response (even tho I get the auto-generated response that form was received & they will get back to me). Only phone number I find directs one to ... the form |
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CAMP - 10/10. Warrantied Dyons with QC issues (they were still functional) and received a new set within a week. Process was easy and they paid for the shipping label to return the defective ones. |
Peter Underwood wrote: Google search results: |
Terry E wrote: And if you call that number (as I did in past) they say they do not take warranty over phone & you must fill out online form. There is no phone tree to get you to a service person . .. or any person |
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Grivel 7/10 Took a while and was a bit confusing, but they replaced my helmet! I broke my helmet in my bag, reached out to Support and Shop, and after about a month of correspondence I got it. If you ask them for a warranty claim make sure to just email shop@grivel.com and support@grivel.com |
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Kühl 9/10 They replaced my ripped sweatshirt which got caught on a carabiner and tore. They didn’t have any replacements in stock so instead they gave me a credit for the full price and free shipping. My only complaint is that it took roughly three weeks from when I reported it to when they issued the credit. |
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Bd: 8/10 I've had two experiences with black diamond, one pretty good, the other less so. First, my portaledge got a tear in the fabric from flagging, I contacted them to see if they could repair it, they wouldn't, but did send me a code for half off a brand new one (this was right after the new cliff cabana released, I have the older model.) A little annoying, seems wasteful they wanted me to buy a whole new portaledge. Shoutout to Skot for doing a killer job patching it in the end. On the other hand, I had a new long haul that had the belay start to fray really quick...like 5 pitches. They were pretty prompt getting back to me, and asked me to send mine in. Had to pay for shipping, whatever, sent me a new one about 3 days after it arrived. The warranty claim process is pretty easy, but critically the website does not work on a mobile phone. |
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Mammut 10/10 Instantly replaced my damaged rope with no qualms. It was a 70m crag care classic. The rope fell apart fast and was weirdly softer from the get go. In under 6 months and fewer than 400 sends, mostly indoors, the sheath is fuzzy throughout and blown out in at least four spots. I cut it down from 70 to 60 to squeeze a few more months out of it, but my partner and I are too sketched out to keep using it. They got the replacement in the mail the next day and in my hands in under a week. Great peeps. |
Mr Wikaa wrote: They have sent me a few new lids for bottles when the little tethers have broken too. 10/10 |
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Black Diamond 10/10 While out doing development work my Yosemite hammer handle split into a few somewhat attached slivers of wood. I don't know if it was dropped or if we trundled something that fell on it or what happened really. Black Diamond's website listed it as an item that is not eligible for warranty so I emailed asking if they can sell me a replacement handle or replace the handle it if I send it in. They said they wanted quality to look at it so I mailed it in and today a new one showed up at my house free of charge. |
Peter Underwood wrote: Did you get this sorted? I had my stove warrantied recently and might be of help… |
