Mountain Hardwear good for their warranty

1. I sent my Trango 3.1 tent to Mountain Hardwear after 11 years of use. The laminate was flaking on the fly, as well as some seams on the tent itself. They promptly contacted me to report regarding the lifetime warranty. They replaced the fly with a brand new one and since they no longer manufacture that model, the tent was not in stock so they have me a solid suggestion to coat the inner seams with a third party product from GearAid.com called SeamGrip, worked fantastic. In any case the tent was not that bad but now is as good as new. Long story short mountain hardware was true to their word and honored the lifetime warranty to my satisfaction. Great company. By the way, GearAid.com has tons of chemical and hardware solutions as well as nifty gear, check it out.

Do you work for Gear Aid? Kind of sounds like it.

About 5 years ago, I sent in a well used, 10 y/o Mountain Hardwear tent because the zippers were beginning to fail. They replaced them at no charge. Solid company, just wish they still made that same tent, as the fly is now starting to disintegrate from so much sun exposure. 

FrankPS wrote:

Do you work for Gear Aid? Kind of sounds like it.

Haha, no, just like to pass on a good resource 

I had the complete opposite experience. Sent in my Trango 2 fly for exactly the same flaking issue. Without so much as an email, they shipped it back to me and said the practical lifespan was exceeded. No discount on a new fly, no communication, zero attempt to honor their warranty.

We have a thread going on this general topic over here:

https://www.mountainproject.com/forum/topic/120012052/lets-share-warranty-experiences

I sent a pack to them because the internal frame was twisting and made it impossible to carry. I called and told them I’m in Alaska working as a glacier guide and I Use the pack every day. Is it possible to send photos? They say no, I have to send it in so they can look at it. Meanwile I have to buy a new bag, but they said I may get store credit because mine is an old model. 2 weeks later with no communication they send my old pack back and say it had exceeded its life span, and they give me coupons to buy more stuff. So I  was out 35$ to ship to them, and they ask me to buy more stuff as a reconciliation for wasting 35$ to send them a pack. What a great experience!

About a month ago I had a pair of Mountain Hardwear AP Pants that got a hole the first time I wore them climbing. I e-mailed Mountain Hardwear to make sure they would replace them if I sent them in under warranty, it's been three weeks and no response. I've also tried calling their warranty department during their posted business hours and I get a "we are currently closed, call back during business hours" voicemail. Thumbs down for me. 

Bryce Ungersma wrote:

About a month ago I had a pair of Mountain Hardwear AP Pants that got a hole the first time I wore them climbing. I e-mailed Mountain Hardwear to make sure they would replace them if I sent them in under warranty, it's been three weeks and no response. I've also tried calling their warranty department during their posted business hours and I get a "we are currently closed, call back during business hours" voicemail. Thumbs down for me. 

Try calling general customer service. I sent a rain jacket back on warranty a few months ago. I had the same problem of being unable to call them. Called customer support and the guy put me in direct contact with someone on the warranty team via email. I guess their warranty office is closed due to COVID. Don’t know why you can get ahold of the customer support department and not warranty but this is what worked for me. 

I sent in a rainfly from a hammerhead tent that had the window fall out  this summer. MH sewed the window (originally glued in) and returned within 6 weeks. I'm getting ready to send in a rain shell that's delaminating and have a feeling its going to be rejected after these comments. I was also sent a guest pass for 50% off.