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Does anyone have any experience with Mountain Hardwear Costumer Service?

I sent them an email two weeks regarding a tent that I think has some manufacturing problems including some pictures, and got no reply.
I reply a week ago asking for some answer and again got nothing.

I did receive the return receipts from both emails.

Is this usual, to take so long?

Should I try something else?

Help is welcomed,


Thanks

Luís

I bought a Mountain Hardwear Lightwedge 2 tent from Craigslist. It happened to have a bent aluminum pole with a repair sleeve on it. I contacted Mountain Hardwear via e-mail regarding how to get a replacement and how much $$ it would be. I received an e-mail (promptly) in return stating they would send me a replacement free of charge.

I ended up getting 3 replacement sections, a wad of shockcord, and nice directions on how to repair. All free of charge!

If you ask me, they have great customer service and I've tried to pick Mountain Hardwear before any other.

E-mail this guy (he's the one who helped me). Hopefully the e-mail still works.

rimenez@mountainhardwear.com

Contact info:
Rowan Jimenez-Rock Star
International Warranty Representative
1414 Harbour Way South
Richmond CA 94804

Phone #:
1-800-953-8398 ext 2933


Good Luck!
Regards,
Kris

lspoeira wrote:I sent them an email two weeks regarding a tent that I think has some manufacturing problems including some pictures, and got no reply.Luís

Sounds like the kind of problem that you e-mailed them about is going to take longer to get a response than the "I need a replacement one of these" type of problem. They may need to talk to their design people and their manufacturing people. Probably should have sent you a generic reply letting you know that they got the e-mail and will get back to you.

You may want to give them a call. You at least deserve a answer about what is taking so long.

I have dealt with them on two occasions for product issues and they have been amazing. Jublo and Mountain Hardwear are two of the best CS places i think.

Thanks to all for your help, I will wait a while longer.

Perhaps the European CS is not as efficient as the American.

I my next attempt I will contact the American CS.

Thanks,

Luis

MH has always been good to me.

On a related topic, Sterling has great CS.

Last developments,


American CS is really faster than the European, answer from US came in 2 days and the answer from France took almost 3 weeks.

The American proposed to refund.
The European proposed to try to repair the tent.

I sent the tent (an Airjet2) to France and they called me back saying that the tent was not repairable and proposed to replace it by a Skyledge 2.

I received the new tent yesterday.

The European CS of MH (also Columbia) works a little slow but it works well, and it made another happy costumer.

One last detail, the person that contacted me by email and phone even wrote and spoke Portuguese (mixed with some Spanish but perfectly understandable).



Thanks again for the help.

Luis

I've had nothing but good luck with MH customer service in the US. They've replied to my questions promptly by email. I also had good turnaround time and no hassles with them fixing a zipper on a Quark jacket.
-hch

Nothing but good things to say about MH customer service (in US). Always prompt, friendly and fair.

96avs01 wrote:Nothing but good things to say about MH customer service (in US). Always prompt, friendly and fair.

Big +1.