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Great Metolius Customer Service
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By randy88fj62
Jun 28, 2013
Thunderbolt Peak in the Palisades

Just wanted to let the community know:

I had a broken cam stop on my 00/0 offset mastercam rendering it useless. I emailed Metolius and described the situation and they fixed it up and replaced the sling for free.

I had been aid climbing and trad climbing with it for a few years now. It never took a fall so they honored the warranty. I didn't notice when I broke the cam stop. Found out at home when resorting gear so I'm not sure exactly when it happened. It must have been from aid climbing when putting weight on it and bounce testing it.


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By Zappatista
Jun 30, 2013
Book me, officer.

US made, US tested and serviced....Metolius. Better than BD in so many ways. Thanks for keeping it real while the big dogs added MSG and sold out to the rice bowl. I'll be a customer for a long, long time.


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By bearbreeder
Jul 1, 2013

its a known issue with the 0/00 cams ... especially those with the ridged lobes ...

theres a thread about it somewhere

seems weird that it failed without a fall ... but then theres been a report or two of that happening as well

;)


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By Zhengmu W.
Jul 1, 2013
bbb

randy88fj62 wrote:
had a broken cam stop on my 00/0 offset mastercam

Thanks for the update. I had a bent stem on my orange mastercam. Just sent them an email, hope to get a free repair too.

SirChips-A-Lot wrote:
US made, US tested and serviced....Metolius. Better than BD in so many ways.

Never dealt with BD customer service, but at least their product are good.


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By Mark Hudon
Jul 1, 2013
On the North America Wall in 1977.

The people at Metolius are awesome, I've never had a problem with a repair or a return.


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By Highlander
From Ouray, CO
Jul 1, 2013

I have had a different experience with the folks at Metolius. Sent in a purple mastercam with broken trigger wires to have the wires or kevlar replaced. Got an email saying they would not return the cam and were going to destroy it because the cable was slightly bent. Tried to get them to just return the cam as is or replace it since the cam had not been abused, just normal use. The customer service person I dealt with came off as an asshole. Maybe this is an isolated event, but I won't be buying any more cams from them.


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By Chris treggE
Administrator
From Madison, WI
Jul 1, 2013
This problem haunted my dreams for 6 years after failing to send in 2008.  Finally got to try it again -- now I can sleep.  Photo Darin Limvere.

^^^

I guess it's the same as taking your car to a mechanic and them finding some fatal flaw in your car. Twice I've had cars returned to me that on the receipt from my repair it's said "Car unsafe to drive, recommend not driving this car anywhere until XXX issue resolved".

Of course, they didn't keep and destroy my car. I don't know if that's even legal, to do that to your cam. Is it?

In their defense, I think it says that right on the sheet you have to fill out to send the cam in. I had to have a mastercam repaired once and IIRC it says that if they find the cam unsafe they won't return it. Still kinda sucks if all it had was normal use.


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By Billcoe
Jul 1, 2013

Man, Metolius just rules on customer service. I bought some old slightly beat, no slings on them Metolius 4 cam units off the internet, sent them in for new slings, and turns out they can also recondition them to be near new.

My son got them for Christmas. LOL It helps me to sleep at night knowing that they have a better cam angle and thus will stick better than most cams out there.

I've heard it said that they won't send a cam back if it is so beat to shit that they fear it may fail on you, and I think that's a bullshit policy if true. It's your damned cam, if you want to hang it off your rear view mirror or take monster climbing whippers on it, it's your call. They have a responsibility to say "DON'T CLIMB ON IT, YER GONNA DIE" but not to repo it, which is essentially stealing it. If that were to happen to me (I've never known it happen to anyone personally, but this may be the 2nd time I've read an account like highlanders up thread there), I'd tell them to give me back MY cam or prepare to be sued over it.


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By Scott O
From California
Jul 3, 2013
Batman Pinnacle

I have always had great experiences with Metolius customer service.


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By Tparis
From Pottersville,New York
Jul 3, 2013
fall foliage 5.7+ slab

I had a terrible experience with Metolius cust service. I bought a monster rope because it was advertised as being durable. I core shot it on the first day and it totally wore out in lest than a year of normal cimbing. I thought it was just me but four other cimbers I know had the same experience. I contacted metolius and they said "just normal wear, buy another rope" so I did, a Sterling.


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By Zappatista
Jul 25, 2013
Book me, officer.

If you think those Monster Ropes are made up in Oregon, think again. Domestically made metolius products are pretty great.


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By Tyrel Fuller
From Denver, CO
Jul 25, 2013
Big Bend

I had nothing but terrible experiences with Metolius customer service. On the other hand, BD always hooks it up.


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By ACassebeer
From Mojave, CA
Aug 9, 2013
Original Sin, 11b, Riverside Quarry <br />Photo: Louie Anderson

This year I sent back a purple (0) Mastercam because one of the cam stops had sheared off. This seemed like my fault and I thought I'd have to buy a new replacement. I sent it back to Metolius, hoping that they would fix the cam for less than the cost of a new one (maybe $30-$40)

I was amazed when I got back the bill - $8
1. They replaced the broken cam lobe (and the swaged axle)
2. They replaced the trigger wires (which I didn't even ask for)
3. They replaced the sling (which i also didn't ask for)

So I got my cam back in the mail and it was brand new! They definitely did not make money on this transaction.

I am a Metolius believer.

-Aaron Cassebeer


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By Greg G
From SLC, UT
Sep 18, 2013
The route in it's entirety.

+1 for Metolius re-sling/re-wiring service! I sent back almost all my power cams and 1 TCU 2 weeks ago. Exceptional work done, and they even brought my #4 back from the dead. The #4 had BOTH O-rings break off, and subsequently afterwards the springs came out of the lobes. They replaced the O-rings with steel rings free of charge.

I'm pretty sure they use the shaker bin thing that has polishing stones in the mix to restore the "new" look to the cam.


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By 1Eric Rhicard
Sep 19, 2013
It is a good sized roof. Photo: Jimbo

I had great service on a micro cam cord from Metolius.


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