Black Diamond Customer Service

[JSol]

I don’t find opportunities to brag about a company often, but I just recently returned from a hunt where I lost the bottom section to one of my Carbon Alpine trekking poles. I sent an email to Black Diamond to inquire about a replacement and received a reply within the hour. Whoa, amazing. Needless to say, I had the replacement part shipped out the same day for a reasonable cost. I cannot express how thrilled I am with the customer service after purchasing a premium product that is about 6 years old.

 

[snowymtnwolf]

Great to know. My black diamonds are about that age too and “ya never know”. Good share.

Maybe post this up also on a similar post that records “all good cust serv interactions” as of late


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[Carrot Farmer]

Wish I could say the same about Peax!

Broke my headlamp… sent an email to them 3 days ago.

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[stvnshnn]

BD replaced some mitts I beat up too, no questions asked. Great to have that kind of support.


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[LoneStar]

I have a Black Diamond headlamp that I lost the strap. When I reached out to them, they said "we don't sell just the head strap". I was disappointed until they offered to ship me a brand new headlamp! I received the new headlamp and a coupon for 75% off any of their online products. Great customer service and company to deal with. I would like to try some other brand headlamps, but why?

 

[Carrot Farmer]

Wish I could say the same about Peax!

Broke my headlamp… sent an email to them 3 days ago.

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They sell the replacement bracket for $6 on website….


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[Turkeytider]

I have a Black Diamond headlamp that I lost the strap. When I reached out to them, they said "we don't sell just the head strap". I was disappointed until they offered to ship me a brand new headlamp! I received the new headlamp and a coupon for 75% off any of their online products. Great customer service and company to deal with. I would like to try some other brand headlamps, but why?

The service you received starts at the top. That`s how you assure repeat business and excellent word of mouth leading to new customers. Great customer service AFTER the sale is key .

 

[Decker9]

I lost the bottom section of my carbon cork as well, same experience, had a new one the next week.

The carbon corks were warranty replacement for broken FLZ’s, same experience again, contacted BD about my FLZ’s, had new poles the next week. A+++!

 

[Turkeytider]

The American consumer generally understands that things can go wrong and is amazingly forgiving IF a company makes it right ( repair/replace ) in a timely, efficient and effective manner.

 

[Poser]

Wish I could say the same about Peax!

Broke my headlamp… sent an email to them 3 days ago.

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Peax sent me a replacement section for their trekking poles that I snapped after 3-4 years of hard use including splitboarding. No issues.


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[GambelOak]

I have not had a lot of BD stuff break but when I did, I was treated well even though it was for equipment well past its prime and probably due to me no washing it as often as I should. I was ready to pay for parts. My 9 year old carbon poles finally rotted through the wrist strap due to sweat, salt, wear and tear. Not their fault, I just used them often. These were 1st gen poles so they didn't have replacement parts on their website. I stopped in and they went to their parts drawer and fixed free of charge. Still using those poles. Have a six pack for them hidden in your bag once they finish up. Makes their day.

 

[nnmarcher]

I've had two recent experiences with BD's customer service that were both good. I broke a tip off a pair of 5-year-old trekking poles and emailed BD about buying a replacement lower section. While their European store showed the component, it wasn't available in the US. Instead they sent me a 30% off coupon that I used to buy a brand new pair of Alpine Carbon Cork poles. I used them for a week and left them leaning on my car when I drove off, crushing the handle of one pole. Another email to BD explaining what happened and they immediately sent a replacement top section free of charge.