Anyone have MSR/Cascade Design contact?

[Turkeygetpwnd38]

I’ve been trying to get in touch with them for over a month. I can’t get an email back, the two phone numbers I call I cannot get a human no matter the option I pick. Wondering if anyone knows someone or a different number? Thanks.

 

[Tom Meadows]

Same results as me unfortunately! Trying to get some repair work done on a reactor burner. Calling on the phone you just get referred back to the email support by a voice recording. I have followed up repeatedly. Below is the info I’ve been using.

[email protected]
(800) 531-9531

 

[Turkeygetpwnd38]

Same results as me unfortunately! Trying to get some repair work done on a reactor burner. Calling on the phone you just get referred back to the email support by a voice recording. I have followed up repeatedly. Below is the info I’ve been using.

[email protected]
(800) 531-9531

Yup same here. I’ve had warranty work done through them several times before with no issue. Odd for sure, can’t get a human on the phone.

 

[Turkeygetpwnd38]

Same results as me unfortunately! Trying to get some repair work done on a reactor burner. Calling on the phone you just get referred back to the email support by a voice recording. I have followed up repeatedly. Below is the info I’ve been using.

[email protected]
(800) 531-9531

I reached out to them via instagram and got a response. They said to submit another claim and then message them the claim number. According to whoever does their social, they are undergoing a "change in management platform" in their CS.... I still haven't gotten a response, but thought I'd share the information.

 

[Dos Perros]

It's pretty funny (astonishing) how folks have luck reaching out via social media after exhausting CS options. I've done that several times.

 

[Tom Meadows]

I reached out to them via instagram and got a response. They said to submit another claim and then message them the claim number. According to whoever does their social, they are undergoing a "change in management platform" in their CS.... I still haven't gotten a response, but thought I'd share the information.

I sent them a DM on Instagram as well. As much as that is against my nature. Sent to MSR Gear, they replied. I filled out a new CS request on the website per their instructions. Will report back

 

[Turkeygetpwnd38]

I sent them a DM on Instagram as well. As much as that is against my nature. Sent to MSR Gear, they replied. I filled out a new CS request on the website per their instructions. Will report back

Just got a response from CS this morning, repairs are 15+ weeks out so they are sending me a replacement, just got a shipping notification this afternoon. Hopefully they’ll get to you soon.

 

[Tom Meadows]

Just got a response from CS this morning, repairs are 15+ weeks out so they are sending me a replacement, just got a shipping notification this afternoon. Hopefully they’ll get to you soon.

Glad to hear it. I got the same response early this afternoon. I would have preferred a repair to keep using my existing reactor, but I certainly won't complain about a courtesy replacement. Glad they're attempting to make it right.