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Did Mountain Hardwear rip me off?
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By Russ Walling
From www.FishProducts.com
Dec 14, 2011
Russ
caughtinside wrote:
Back off on the Soul-Glo, Russ. Problem solved.


Will do... I like the look, but I'm going through rain jackets like mad!

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By Ray Pinpillage
From West Egg
Dec 14, 2011
Cleo's Needle
I prefer not to spend time with things like this. I've never had to ask twice with OR, Pata, Arc, or Marmot.

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By Ryan Kelly
From work.
Dec 14, 2011
My kinda simian
Ray Pinpillage wrote:
I prefer not to spend time with things like this. I've never had to ask twice with OR, Pata, Arc, or Marmot.


With the amount of money I'd save buying non-Arcteryx gear I could hire a lawyer to do this for me.

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By mitchy
From nunya gotdamn business.
Dec 15, 2011
Russ, i like the look too. I think MH's R&D dept. need to figure out a new glue or laminating process that jerry curl doesn't screw up. Maybe they could call marmot and get some beta on that. My alpinist jacket has jerry curl ALL OVER it and it hasn't leaked a drop. Might wanna switch brands...

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By jd4567
From New York, NY
Dec 15, 2011
I sent them my contact info and they promptly scheduled a phone call. Talking to MH rep today at 4:00 EST which was a convenient time for me.

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By Woodchuck ATC
Dec 15, 2011
Rock Wars, RRG, 2008
Full transcript of conversation posted here later today? I need some entertainment later tonight.

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By jd4567
From New York, NY
Dec 15, 2011
Followup: Chris Harges took care of me without much discussion or drama. He is not a regular MP reader but was, as I understand it, asked to look into the situation after I forwarded their customer service team a link to this thread. He called me promptly at 4:00 from his cellphone (obviously not the best time for him to talk, but exactly when scheduled) and told me they would send me the updated version of the Skyledge tent at no additional cost if they had one in inventory. An e-mail from Chris a few hours later confirmed that one was in stock and a tracking number will be issued when it is shipped in 24-48 hours. So overall a very good response, but only after initial failed attempts to escalate. He also apologized for any frustration/inconvenience, for whatever thats worth.....

Overall, I hope MH develops some takeaway about how they /must/ take complete care of their customers when their gear fails on account of a design or manufacturing flaw and also how to appropriately escalate these issues internally before their customers resort to public complaints.

-Jared

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By grampa potate
Dec 15, 2011
i once complained about some fries...

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By Nathan Stokes
Dec 15, 2011
MSR is pretty stellar on their warranties and customer service too. I wore out a pair of Denali Ascents and turned them in for warranty. For replacement I got a shiny new pair of Denail Evo Ascents and it only cost me shipping out there. Plus their customer service is in the US and pretty much picks up after the first ring. Funny story about OR service, I called OR in a brain fog trying to get an RMA number for the MSRs and the customer service agent was slightly confused by my request. After he figured out my problem (wrong company) he gave me the right number and told me that MSR was right up the road.

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By FrankPS
From Atascadero, CA
Dec 15, 2011
Sounds like MH is doing the right thing - bad publicity makes for bad business. Hopefully, they will "tune up" their customer service rep that initially mistreated you.

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By Scott O
From California
Dec 16, 2011
Batman Pinnacle
Nathan Stokes wrote:
MSR is pretty stellar on their warranties and customer service too. I wore out a pair of Denali Ascents and turned them in for warranty. For replacement I got a shiny new pair of Denail Evo Ascents and it only cost me shipping out there. Plus their customer service is in the US and pretty much picks up after the first ring. Funny story about OR service, I called OR in a brain fog trying to get an RMA number for the MSRs and the customer service agent was slightly confused by my request. After he figured out my problem (wrong company) he gave me the right number and told me that MSR was right up the road.



MSR is awesome for customer service. I dropped the cap for my dromedary off a climb. I emailed them, and three days later I received two new caps in the mail at no cost to me.

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By Chris Owen
Administrator
From La Crescenta and Big Bear Lake
Dec 17, 2011
There's more than one use for an Ice Hammer. Lake District (UK) late '70s
I had an issue with my Subaru Outback (bought from new - started happening at about 7000 miles), it would chronically overheat at high altitudes. Tried every avenue to get it corrected - dealer trip, factory rep, letter to SOA.

Told the factory rep I would trade the Outback in for a different make and never buy another Subaru (man it's been 10 years and I'm still fuming).

If all else fails tell MH that they've not only lost a customer, but also have someone out there who will dissuade people from using MH.

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By Evan1984
Dec 17, 2011
FWIW, I've had a good many pieces of clothing from MH, and all were good quality, but they are all now at least 2 years old so things may have changed. I contact MH service once to let them know about what I perceived as a minor design flaw in one of their jackets. They customer service rep sent transferred me over to whoever designed the jacket. The designer talked to me, told me that I had a very good suggestion, and they incorporated it into the redesigned jacket. I was very pleased.

Here's how I would go about the situation in this order (its called the shit twinkie):
1. Explain to them that you have many of their products, think they are of good quality, and that you are an avid outdoorsman who buys and uses quality gear. Basically kiss a little ass.
2. Explain to them the problem and give them the three options you'd be satisfied with. Tell them why you feel the current solution they offered is not acceptable and that the repair is a legitimate warranty claim. Emphasize that you'd be fine with a repair or just a replacement fly and aren't trying to get a new tent or milk the policy.
3. Link them to this thread and tell them you hope to be able to post a glowing post about how they resolved your problem.
4. Kiss ass a little more.

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By FrankPS
From Atascadero, CA
Dec 17, 2011
Funny how people are still suggesting how to resolve the problem...even though it's been resolved!

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By George G
From Kalispell
Feb 4, 2013
I bought a Monkey Grid Fleece jacket($160!) from MH in November 2012. On the first day, the threads from the zipper flap stitching get caught, pull out, and are cut by the zipper. Within a week the little plastic thing on the end of the zipper breaks off. Within a month the elastic waist drawstring comes detaches.

This is poor craft. I have an MH Alchemy soft shell that is going strong after 10 years. Something has slipped.

I don't feel inspired to pay for shipping so they can send me another faulty product.

I wont likely buy MH again unless I hear they have stepped up their game.

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By Mark Wyss
From Denver, CO
Feb 4, 2013
Mt. Baker
I have not really put any of my MH stuff to really good use yet but I have no complaints so far. My Alchemy jacket seems pretty solid. However, I have also had excellent service from Marmot. This was a long time ago so I can't really speak to how Marmot's service is today. I bought a thunderlight jacket and after 6 years or so it started to delaminate. They no longer made the jacket anymore so I was given a $325 credit to the store.

I also have a pair of primaloft split-finger gauntlet gloves they gave me $125 credit for as well because some of the inside stitching was coming undone (after 10 years).

With this money I was able to get myself a new tent and bag. In addition when I called them up to follow up on the progress of the gloves they said they were unable to fix them. Since the gloves were no longer any use to them they went ahead and sent them back to me. So not only a credit for the gloves, I got the things back and am still using them!

Great servce and that is one hell of a way to stand behind your product.

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By TWK
Feb 5, 2013
I had a problem with an inexpensive ultralight 1 1/2 person Eureka! 3-season tent. The problem was entirely my fault. Eureka! sent me a 50% off coupon for up to four items of my choice. New tent, new day-and-a-half pack, car camping cot, all at 50% off.

And Eureka! is somehow often thought of as an inferior purveyor of mountaineering/camping equipage? They may not have a lot of what you want, but they stand behind what they've got.

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By Gunkiemike
Feb 5, 2013
climbskihike wrote:
By the way, don't believe what you read on Yelp. Yelp is a very crooked business, to the point of extortion. 1. If you own a business they call you all the time trying to get you to pay to get your listing at the top. 2. If you do not pay them, guess what, you drop to the bottom on page 5 or 23 or whatever. 3. If you do not pay them, they remove positive reviews 4. If you do pay them, they remove negative reviews. Look it up on google. Yelp is bullshit.


I can confirm this. My son runs a restaurant in the Boston area and said the Yelp folks are always shaking him down for money.

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By George G
From Kalispell
Feb 5, 2013
Mark Wyss wrote:
I have not really put any of my MH stuff to really good use yet but I have no complaints so far. My Alchemy jacket seems pretty solid. However, I have also had excellent service from Marmot. This was a long time ago so I can't really speak to how Marmot's service is today. I bought a thunderlight jacket and after 6 years or so it started to delaminate. They no longer made the jacket anymore so I was given a $325 credit to the store. I also have a pair of primaloft split-finger gauntlet gloves they gave me $125 credit for as well because some of the inside stitching was coming undone (after 10 years). With this money I was able to get myself a new tent and bag. In addition when I called them up to follow up on the progress of the gloves they said they were unable to fix them. Since the gloves were no longer any use to them they went ahead and sent them back to me. So not only a credit for the gloves, I got the things back and am still using them! Great servce and that is one hell of a way to stand behind your product.





I think a lot of these companies have gotten too big for their britches in the last ten years. Mountain Hardware being just one of them. Marmot being another. Just in the last year I have had the stitching fall out of two pairs of Marmot gloves, the thumbs literally fell off after a few uses! and a pair of rain paints that delaminated after one season. I need quality products, not a company that will constantly replace faulty ones until I get tired of mailing them back.

From now on I am sticking with US/Canada made smaller operations. Westcomb, Melanzana, Verve climbing, Western Mountaineering, for example.

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By GLD
Feb 5, 2013
I've never seen a MH sleeping bag zipper that did work. They're notorious and I've probably seen well over 10 of various models that did.

On the plus side an old jacket of theirs works wonderfully still.

George G wrote:
I bought a Monkey Grid Fleece jacket($160!) from MH in November 2012. On the first day, the threads from the zipper flap stitching get caught, pull out, and are cut by the zipper. Within a week the little plastic thing on the end of the zipper breaks off. Within a month the elastic waist drawstring comes detaches. This is poor craft. I have an MH Alchemy soft shell that is going strong after 10 years. Something has slipped. I don't feel inspired to pay for shipping so they can send me another faulty product. I wont likely buy MH again unless I hear they have stepped up their game.

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By GhaMby
From Heaven
Feb 9, 2013
I won an urban climber raffle that consisted of 4 Mtnhard wear items (pack, sleeping bag, soft shell and fleece). I was super stoked about it until I actually received the items, the quality of every item was so bad I sold all of it on eBay for less than half of retail. I have only purchased a couple mtn hard wear items since, a pair of winter wander pants that still look good (2 years old) that the zipper quit working on and a wool sweater that itches like a porcupine. I almost exclusively buy Patagonia for my climbing clothes, partly cause they fit better than most brands but also cause I know that they will refund or swap anything I buy from them. For tents I try to buy from REI cause all tents today are garbage or too expensive for me & I know they will replace it, which ill take advantage of if I feel it's legit, like who thin the first few months of use.

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By Ben Beckerich
From saint helens, oregon
Feb 9, 2013
About half way up the East Arete on Illumination Rock
George G wrote:
I think a lot of these companies have gotten too big for their britches in the last ten years. Mountain Hardware being just one of them. Marmot being another. Just in the last year I have had the stitching fall out of two pairs of Marmot gloves, the thumbs literally fell off after a few uses! and a pair of rain paints that delaminated after one season. I need quality products, not a company that will constantly replace faulty ones until I get tired of mailing them back. From now on I am sticking with US/Canada made smaller operations. Westcomb, Melanzana, Verve climbing, Western Mountaineering, for example.


There's no magic bullet. We've got some pretty high-priced local companies claiming to be the solution to the multinational corporation problem in gear... These guys tend to be absolutely terrible about warranty claims. I never did take up any of my complaints with Cilogear, for instance, because after reading uncountable accounts of horrendous customer service, I just put my Cilo gear on ebay and sold out for what I could.

It's a crap shoot. I suspect Columbia Sportswear's Mountain Hardwear buyout probably coincides with some of these issues of the last couple years. I don't know when that happened, just a guess. I recently had some Hydras leak on me.. my customer service experience was annoying, but they basically stood by the product.. I just have to cover shipping to them to get a new pair (and be without the gloves during the interim).

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By IamDman
Feb 13, 2013
avatar
I had some mountain hardware products a while ago, and the quality was below my standards. The customer service sucked. I don't use their gear anymore, there are better options out there.

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By Russ Walling
From www.FishProducts.com
Feb 13, 2013
Russ
UPDATE from page one post!!!

CustServ at MH stuck to their story about me and my Jeri_Curl ruining the rain jacket. They kept the jacket, and I kept my suave looks. I still need a new rain jacket and you can be sure it won't be from MH. Maybe something from Cabellas at 1/3rd the cost and in digital desert camo would be the ticket.

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By thegoodword
Aug 7, 2013
Mountain Hardwear customer service is the worst in the industry. I had a jacket that literally leaked water through MH's proprietary coating. I sent it in at the advice of the Mountain Hardwear customer service representative. I got a call a few weeks later noting that they found a defect in the coating and that I could buy a new jacket at 50% off. I let them know that I shelled out big bucks for the jacket the first time around and that I just wanted a replacement (even if it was an old jacket) or repair. They could not repair it, nor did they have any old stock to replace it with, so I would have to buy one. Selling an already expensive jacket at 50% is not the "full lifetime warranty" they tout. Buy Patagonia or North Face (who will repair the product) but avoid Mountain Hardwear.

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