Props to...rad customer service / warranty experiences

Props to Tecnica
I have a pair of Cochise 130 boots, and the ski/hike mode selector broke on one boot last weekend. I emailed the warranty department on Tues evening, by Wed morning they sent a postage-paid next-day return label, no questions asked. I sent the shells out Wed afternoon at 2:00 pm, and received the boots back with BOTH ski/hike modes replaced by Fri morning by 10:00 am. 1.5 business days! To top it off, they replaced a broken buckle catch latch that keeps the buckle from slapping around when you walk. All this was done at no charge to me. I'm absolutely blown away by the amazing customer service Tecnica provided with my issue. Customer for life!

FTP has great customer service and props to Smith warranty for taking care of a pair of glasses that I had purchased many years ago.

Scarpa Japan for a maestrale walk mode fix Hokkaido to hakuba and back in 3 days gets a props. Dynafit hasn't responded to emails about broken buckles yet...

BD got me taken care of with two pairs of 18/19 tecton toes to replace my 17/18’s. Pretty quick, definitely painless.

Skimo.com is amazing- all the spare parts, and quick shipping.


Sent from my iPhone using TGR Forums

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Originally Posted by phallic-menace

Scarpa Japan for a maestrale walk mode fix Hokkaido to hakuba and back in 3 days gets a props.

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same experience a few years ago with Scarpa Japan, got the walk mode levers really quick

Flylow CS is top notch in my book.

Black Diamond again for the win. Broke a tele binding toe piece a few weeks ago, and despite the binding being discontinued 4 years ago, they still sent me a replacement. Stellar CS always.

Goode Skis - won a pair of Goode Carbon Sorcerer last season that were too long - Goode offered to replace when new production came out this past fall . . . and, they did!!! Awesome CS through the whole process!!! May end up selling for price of binding!??!?!?!

Spy - had two lenses develop a rainbow shade - one while skiing . . . no response!

Spyder - bought a pair of shell pants at end of last season. Vent zippers have caused a slice on the edge of the taped zipper on each leg . . . no response!! Duck tape!!

Santa Cruz - replace the front triangle on my carbon frame due to some chipping on the clear coat finish even though the warranty was 2 years expired (did luck out that they had the frame in stock).

Kuat - replaced multiple parts in a few days from inquiring about replacements w free shipping no questions asked.

Patagonia - brought in 5 year old fleece and told them that the sleeves shrunk. They credited me full value of the jacket and I was able to replace it with a nano air jacket at no cost.

A week later and still no response from Dynafit. About to go HAM with a TGR style callout on them.

Props to blackcrows for a zipper break full refund hassle free pronto.

Its been so long since I emailed dynafit that I'd forgotten about it. Put me in for a ham sandwich assualt

EVO-I purchased goggles and paid for their shipping upgrade from economy which ended up being shipped with OnTrac. Not having the best luck with OnTrac in the past I was irritated having paid extra. On the delivery date I checked tracking and saw it was delivered to “front porch”. When I went to grab off the porch there wasn’t a delivery in site. My first call was to OnTrac and got the run around with the request to contact EVO in the morning. When I hit the EVO customer service page and saw email responses were two days I was dreading having to pick up the phone and call. I then saw the “text” option listed to customer service and within 3 minutes the EVO rep sent a replacement pair via UPS.
Texting as an option for customer service was almost better than getting my goggles.
FTP is always great.
Tognar
Racewax
The guys in Alf’s at Alta.

Not so good
Arc’teryx wouldn’t exchange an incorrect size I bought on a heavy discount. Full price was the only option offered.
The biggest rental chain in Salt Lake I won’t name since it was one location. Taking my daughter in to rent and I measured her foot at 24.5. They brought out a 26.5 after measuring her themselves. +2 is the policy I was told. I asked for a 25.5 that worked ok for her.
Not that I want more skiers in the canyon but how could anyone have a good day in boots that big that lead to them buying their own just as big if they don’t quit first.

Props to Head skis for replacing a ski that had delaminated that was past it's 1 year warranty

I've had two great experiences with Komperdell. Emailed the N.A. distributor and had replacement parts in hand less than a week later at no cost. First time was the upper half of a carbon touring pole that needed a new grip, second time was some baskets and associated pieces that I couldn't source locally.
I can't say I agree with some of their designs, but the two sets of their poles in our fleet have been great.

Got warranty parts and gear from Dakine, Smith, and Black Diamond last week. All great experiences every time.

Had problem with Contour skins. Excellent and fast service.

hope i have a similar experience; out of warranty based on serial #. not sure i feel good about buying from BCA again; pretty light usuage on my end.

Attachment 276095

You should retire that thing anyway. BCA will maybe even help you get a 3 antenna beacon.

Outdoor Reasearch just sent me a brand new pair of gloves and liners because a 2 yo pair was splitting at the seams. They paid shipping, got it out in like 2 days. All they asked was I write an x on the gloves so no one else warranties them.

Outdoor Research - the BEST as others have stated. Sent a 5 yr old pair of gloves to them that had a torn seam, new pair showed up a couple days later, no questions asked.

Arcteryx - Never had a problem other than the repair time. Two experiences, sent in a pair of ski pants where the gaiter was detached, repaired for free. Sent in a 8+ year old Sidewinder jacket w/ a broken main zipper and was told to just pick any NEW jacket off their website and they would send it to me, especially nice since the jacket I sent in was purchased at closeout for about $225.

Patagonia - they routinely repair my kids down jackets for free, if they can't fix it they just give credit for a new one. Outstanding.

Mammut warranting my RAS 3.0

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Originally Posted by simple

You should retire that thing anyway. BCA will maybe even help you get a 3 antenna beacon.

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that’s the move, though i question the engineering (with data to back that up) at BCA based on extremely light usage with this one. we’ll see, sending it back to them shortly.

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Originally Posted by simple

You should retire that thing anyway. BCA will maybe even help you get a 3 antenna beacon.

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AFAIK Tracker2 IS a 3 antenna beacon.

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Originally Posted by aanev

AFAIK Tracker2 IS a 3 antenna beacon.

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Ah you are right.

Just had an excellent experience with Black Diamond replacing a headlamp. Was told it would take a while, and it did. But they were excellent about it.

Intuition Liners

Skied a pair for three seasons and tongue finally snapped. Emailed photos, explained how long I’ve used them, didn’t expect much.

About 5 minutes later I get a response asking for size and model.

Two days later they’re at my door. New ones are at my door.

Unreal.

Thanks a ton, Intuition Liners!

Black Diamond

I ordered replacement sole blocks last night (Friday night) at 8pm pacific time. Got a shipping confirmation Saturday morning at 6

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Originally Posted by hafjell

Just had an excellent experience with Black Diamond replacing a headlamp. Was told it would take a while, and it did. But they were excellent about it.

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Just got email saying 3-4 weeks before I may get a response on warranty request on Vipec toe I just submitted. Guess I need to figure out something else for spring skiing.

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Originally Posted by doebedoe

Just got email saying 3-4 weeks before I may get a response on warranty request on Vipec toe I just submitted. Guess I need to figure out something else for spring skiing.

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Give them a call. They’re usually very helpful. They are also very busy.

Mountain Hardwear replaced the zipper for free on a 7 year old tent that was a warranty replacement for a several year old tent. Took 6 weeks. Before I sent the tent in I called customer service to see what the chances were that they would honor the lifetime warranty. I started to tell them how old it was, not heavily used, blah, blah--never got the chance. They said we replace bad zippers. Send it in.

Head Warranty department for sending a comp ski to me for a ski that blew apart!

TNF kindly replaced a zipper on a pocket on a pretty old well used pair of ski pants

Stiched specialties in midvale fixed a busted zipper pull on my boat box for free

Exped repaired a leaking sleeping pad for me for free. The impressive part? It had been warrantied before. I bought it at an rei garage sale, used 3 or 4 times and it started leaking. Had repaired myself, little improvement. Their policy clearly states that REI garage sale items are not available for warrantee, but are eligible to be fixed for a nominal price. Paid to ship the pad to them, they shipped it back repaired, didn't charge me anything. I wouldn't say that's what I would expect from them, but I will be supporting them whenever my wife needs a sleeping pad for snow camping

Freeride Systems/Fulsus- Haven't needed warranty service, the jacket is bomber! But when/if I do, Micol will be on it.

Eddie Bauer First Ascent mitts started coming undone at a seam, emailed them, they sent a prepaid label in electronic form, and gonna send me brand new mitts.

Metal tip fell out of Evo branded pole. I asked for just the tip, hehe. They sent new poles right away.

Dynafit: Bart at Salewa in Boulder replaced both faulty speed radical housings (cracked and at least 10 yrs old) and threw in some new brakes as well.

Dynafit are still warrantying those Radcials which were lemons from the git go ... good to see !

Blew out the crotch on my Trewth bibs and Trew offered to replace them instead of repair. Unfortunately, they didn't have my size/color but they offered to just send me some when the new line comes out next season.