No response from Fixe Hardware support


Original Post
curvenut · · Unknown Hometown · Joined Jul 2007 · Points: 0

Hi,

    I am trying to contact Fixe Hardware  support email and got no response after a week.

Ayone had experience with the support team and the response time ?

Cheers,

Muscrat · · Unknown Hometown · Joined Oct 2011 · Points: 3,040

You using this address?    support@fixehardware.com

KD is in and out a lot, but usually has someone to ship and answer  phone/e-mail. 

curvenut · · Unknown Hometown · Joined Jul 2007 · Points: 0
Muscrat wrote:

You using this address?    support@fixehardware.com

KD is in and out a lot, but usually has someone to ship and answer  phone/e-mail. 

Exactly  and I also sent it to    warranty@fixehardware.com

and no reponse from them yet !

I gues they are out climbing !!!

amarius · · Nowhere, OK · Joined Feb 2012 · Points: 0

Companies are, generally, quite responsive to grievances aired on the social media channels. 

Fixe Hardware has Facebook presence.


Alexander Stathis · · Athens, GA · Joined Jan 2016 · Points: 0

I'm pretty sure I've read elsewhere on this forum that Fixe has... inconsistent customer support. 

Mike Brady · · Van Diesel, OR · Joined Jul 2014 · Points: 551
Alexander Stathis wrote:

I'm pretty sure I've read elsewhere on this forum that Fixe has... inconsistent customer support. 

Fixe US distribution is a tiny company. KD or whomever is answering emails may be occupied by something more fun than emails.

Right or wrong thats just the way it is.

Joe Trabucco · · Wheat Ridge, CO · Joined Feb 2017 · Points: 0

totem.

20 kN · · Hawaii · Joined Feb 2009 · Points: 1,128

Indeed Fixe's customer service is far from exemplary. You're far from the only person who has had an issue. There are cheaper places to buy Fixe's product if you're willing to buy internationally, I'd suggest looking into those options or choosing a different brand altogether.

Climbin' Symon · · Ventura, CA · Joined Jun 2016 · Points: 0

I just waited over 6 weeks (I was originally told it would be 1-2 weeks before it would ship) for 30 bolts and 30 hangers. Once delivered yesterday I got 60 bolts and no hangers. Any recommendations on other distributors would be greatly appreciated. Def not very good cumstomer service in my opinion. 

Ted Pinson · · Chicago, IL · Joined Jul 2014 · Points: 45

It's pretty impressive that people are still able to waste their money on a company that has such a bad reputation.  Wait...is that the right word?

curvenut · · Unknown Hometown · Joined Jul 2007 · Points: 0

Well in my case it is for a warranty / repair of an old CCH Alien black-blue.

The spring is broken .

Hopefully they repair it !

Sandy Crimp · · Unknown Hometown · Joined Jan 2013 · Points: 0
common experience here!  I'm sure KD is a cool bro, but he sucks at customer service.  
20 kN · · Hawaii · Joined Feb 2009 · Points: 1,128

Well, you can try posting on his public wall on Facebook. That might get a response.

https://www.facebook.com/kevin.daniels.94651

Anastasia B · · Portland, OR · Joined May 2009 · Points: 195

<<<Well in my case it is for a warranty / repair of an old CCH Alien black-blue.

The spring is broken .

Hopefully they repair it !>>>

Never happened to me with the similar issue on my black Alien. However cool KD is, he surely finds his way to weasel himself out of a warranty/repair. 

In most unimaginable way possible. He calls back, and YELLS, YELLS and YELLS for hours that you have no freaking clue how to properly place an alien. Until you give up and hang up on him. 

Seriously? Body weight bounce test in the aider, the spring gets broken, and you are being yelled at for being clueless...THAT'S THE CUSTOMER SERVICE.

Like others said, switch to Totems.

20 kN · · Hawaii · Joined Feb 2009 · Points: 1,128

You could try mailing them to Fixe-Faders in Spain, who is the actual manufacturer of the product. Based on everything I’ve heard about Fixe, I doubt you’re going to get anything from them.

Climb Germany · · Unknown Hometown · Joined Mar 2015 · Points: 2,485

I think the standard answer on here for anything relating to Fixe, in particular the quality of their work and customer service is one single word: Totem

curvenut · · Unknown Hometown · Joined Jul 2007 · Points: 0
20 kN wrote:

You could try mailing them to Fixe-Faders in Spain, who is the actual manufacturer of the product. Based on everything I’ve heard about Fixe, I doubt you’re going to get anything from them.

Thanks for the feedback 20kn

curvenut · · Unknown Hometown · Joined Jul 2007 · Points: 0
Anastasia B wrote:

<<<Well in my case it is for a warranty / repair of an old CCH Alien black-blue.

The spring is broken .

Hopefully they repair it !>>>

Never happened to me with the similar issue on my black Alien. However cool KD is, he surely finds his way to weasel himself out of a warranty/repair. 

In most unimaginable way possible. He calls back, and YELLS, YELLS and YELLS for hours that you have no freaking clue how to properly place an alien. Until you give up and hang up on him. 

Seriously? Body weight bounce test in the aider, the spring gets broken, and you are being yelled at for being clueless...THAT'S THE CUSTOMER SERVICE.

Like others said, switch to Totems.

Anastsia,  problem is Totem will  make the black (and maybe the hybrid blue-black) Basic only in 2018, as far as I known.

I emailed them last year and that<s the response Igot from them for the black Basic! unfortunately !

Kevin Daniels aka KD · · Unknown Hometown · Joined May 2010 · Points: 0

hello all you happy people


as fixehardware.com says we need to get the warranty form filled out completely and we need to get the product in question back so it can be inspected


its a quite simple process that people use often


you can post what you like but it will not get you what your asking for


so please follow the information and then whatever issue you are having will be addressed as quickly as possible

thanks


kevin

Benjamin Chapman · · Small Town, USA · Joined Jan 2007 · Points: 12,867

Curvenut....yes, I had a similar situation with Fixehardware this week. I purchased an order of Powers 3/8" 5-piece bolts. While using a torque wrench to torque the bolt down the bolt snapped off near the junction of the smooth shaft and the threaded portion. According to Powers and Fixehardware the 3/8 PS bolt should be torqued to 25 ft/lb and the bolt broke as I neared 21 ft/lbs on the torque wrench. I sent Kevin Daniels at Fixehardware an email five days ago with details pertaining to the issue and haven't received a response. This is the 2nd time I've sent an email to Fixehardware regarding a hardware issue without receiving a reply.

Climbin' Symon...try ClimbTech or Rapbolting.com

Greg Barnes · · Unknown Hometown · Joined Apr 2006 · Points: 1,498
Benjamin Chapman wrote:

Curvenut....yes, I had a similar situation with Fixehardware this week. I purchased an order of Powers 3/8" 5-piece bolts. While using a torque wrench to torque the bolt down the bolt snapped off near the junction of the smooth shaft and the threaded portion. According to Powers and Fixehardware the 3/8 PS bolt should be torqued to 25 ft/lb and the bolt broke as I neared 21 ft/lbs on the torque wrench. I sent Kevin Daniels at Fixehardware an email five days ago with details pertaining to the issue and haven't received a response. This is the 2nd time I've sent an email to Fixehardware regarding a hardware issue without receiving a reply.

Climbin' Symon...try ClimbTech or Rapbolting.com

Powers stopped making the 5-piece in carbon steel, it is only made in stainless steel. The new bolt (Power-bolt+) should not be called a 5-piece. It has a smaller bolt core (1/4" instead of 5/16") and is half the strength of the tried-and-true 5-piece (Power-bolt+ is around 4000 lbs shear vs nearly 8000 lbs for the 5-piece aka Power-bolt). The 3/8" size is marginal on strength and really should not be used for climbing at all (just like 3/8" Powers Lok-bolts and plenty of other manufacturer's 3/8" sleeve bolts). Also the torque specs have changed, actually if you follow the link to the Powers site and check out the guide torque it is 20 for the 3/8" and 40 for the 1/2".

Guideline #1: Don't be a jerk.

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