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Fixe Alien sent in for repair, over one month later I don't know where my cam is

Original Post
Metoolep · · Unknown Hometown · Joined Jun 2016 · Points: 0

Purchased the green alien evo lite. The trigger wires broke, and I needed to get them repaired. I couldn't find trigger wire repair kits for the new aliens, so I contacted their support email, resulting in me sending in my cam for repair. This has been ongoing for over a month, and I still don't know the status of my cam.

April 27th: I inquire asking if I can use old alien trigger wire repair kits.

April 28th: They respond, saying the new aliens are covered under a warranty, to send in my cam with a form.

May 2nd: I send the cam with the form, expected delivery: May 4th.

May 18th: I send an email saying I sent in the cam a couple of weeks ago, can I get an update.

May 19th: They respond saying they are working with a new partner in Spain, trying to get everything running smoothly, and they will let her know to contact me.

May 24th: I email them back, saying that I have not yet heard back or received my cam back.

June 1st: Still no response: I emailed them back saying it has been more than a month, and I still haven't heard from the partner in Spain, and that any feedback would be appreciated.

June 3rd: Still no response: now I'm getting mad. I go to the Fixe hardware website, no phone number, so I email Kevin Daniels, since there are no other email contacts, forwarding this entire email chain.

Still no response.....

This is absolutely ridiculous. First of all, I needed to send in my cam to get the trigger wires repaired????? Why is there not a repair kit. And how is this type of customer service acceptable?

Anyone have any ideas of what I can do?

claty · · Cornudella de Montsant, Esp… · Joined Jul 2012 · Points: 10

I think Fixe's customer service is terrible. I contacted them in April about a cam that I suspected was missing a rivet (see mountainproject.com/v/malfu… ) and after sending them an email, a message via FB, and leaving a voicemail, I gave up on them and sent the alien back to the store I got it from, and exchanged it for a totem.

I also followed up by filing a complaint with the US Consumer Protection Bureau, as it seems that several other MP'ers have had similar quality issues with their cams.

Yesterday I FINALLY got a call from Fixe -- a 13 minute screamfest from the owner yelling at me for filing a complaint and telling me how much of a hassle it is, now that his lawyers and liability insurance company were involved. Kevin ended the call by telling me that I should have continued working with him instead of getting others involved.

Had they followed up on any of the three initial attempts to contact them, I would have been happy to work with them to resolve the issue.

Sorry -- I have no advice for you except that their customer "service" is terrible. You might try giving them a call, though:

760 873 7505

nathanael · · Riverside, CA · Joined May 2011 · Points: 525
claty wrote:Yesterday I FINALLY got a call from Fixe -- a 13 minute screamfest from the owner yelling at me for filing a complaint and telling me how much of a hassle it is, now that his lawyers and liability insurance company were involved. Kevin ended the call by telling me that I should have continued working with him instead of getting others involved.
That's pretty good stuff right there. LOL. I'll stick with Metolius and Totem.
Ray Pinpillage · · West Egg · Joined Jul 2010 · Points: 180

Fixe is just keeping the CCH Alien experience authentic.

Pete Spri · · Unknown Hometown · Joined Jun 2009 · Points: 347
Ray Pinpillage wrote:Fixe is just keeping the CCH Alien experience authentic.
LOL, love it!
Satchel Friedman · · Berkeley, ca · Joined May 2015 · Points: 0
Nathanael wrote: That's pretty good stuff right there. LOL. I'll stick with Metolius and Totem.
Amen
Big DogBurlyDiesel · · COLORADO · Joined Sep 2012 · Points: 516

I also had to send in a yellow evo lite for broken trigger wires. I sent several emails over about a two or three month period about the status of the cam. I was about to send fixe one of those emails about how disappointed and angry I was but never got around to it and was surprised one day when I saw a package from fixe in the mail. I mean the customer service was bad it took forever to get a product back that obviously has a faulty design. Inevitably I'll have to send in the new evo lite because I'm sure the trigger wires will break again in the same place. Even though it took forever I did get a new cam. My recommendation for the future would be to not buy the evo lite style cams just buy the older style and you can replace the wires yourself. What is that old saying again? oh yeah... patience is a virtue....

Ally McBeal · · Unknown Hometown · Joined Sep 2012 · Points: 22

Same story, different day. This issue has been addressed before on a different thread. Fixe = great gear, CRAPPY SHABBY CUSTOMER SERVICE!

Ray Pinpillage · · West Egg · Joined Jul 2010 · Points: 180
Ally McBeal wrote:Fixe = great gear, CRAPPY SHABBY CUSTOMER SERVICE!
If the gear was all that great you wouldn't know the customer service wasn't.
eli poss · · Durango, CO · Joined May 2014 · Points: 525
Ally McBeal wrote:Same story, different day. This issue has been addressed before on a different thread. Fixe = bolts, hangers and other hardware, CRAPPY SHABBY CUSTOMER SERVICE!
Fixed that for you.
bearbreeder · · Unknown Hometown · Joined Mar 2009 · Points: 3,065

1. dont buy the new alien lites if you cant replace the wires yourself (requires you to take a small drill bit, drill out the fitting, and then use solid wires or tie off/crimp flexible ones) ... at least the old style you can easily replace the wires yourself

2. if you do buy the fixe aliens (old or new) buy em somewhere like MEC who will deal with warranty issues for you ... so you dont need to ship em off and wait months

these flaws with the new aliens (plastic bars, poor QC, stupid wires redesign) were all pointed out over a year or so ago ...

most folks dont consider how easy a cam is to maintain ... if you use em alot, its pretty damn important unless you want to keep shipping it off and waiting for em ...

my totems are great ... i just dread the day ill need to ship em to spain for a wire or sling replacement

;)

Guideline #1: Don't be a jerk.

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