I’ve found that typically, the smaller cottage companies have been the best to deal with regarding customer support/service, although there are some much larger operations that, in my experience are just as easy to deal with.
My large company great customer service experiences have been with:
Thermarest, Mountain Hardware, Leupold, and Kelty.
My favorite story that involves excellent customer service was my experiences dealing with Kelty. I have two Kelty sunshades that I’ve owned for many years and use quite often. In 2006, while hunting deer on Kodiak, we had two bears come in one night and tear our camp apart. They ended up breaking several poles and ripping up one of the Keltys. When I told the story to one of the customer service guys at Kelty, he instructed me to go ahead and send in the fabric of the shelter and they would do what they could. I sent it in and within three weeks, they returned it, completely repaired, along with four new poles to replace the two poles that were broke. All this was free of charge and it only cost me the price of shipping the fabric to them. Kelty is not known for making the greatest camping products available, but as far as I’m concerned, their customer service is second to none.
On the flipside, I’ve had horrible customer service from Rivers West, Black Diamond, and SOARS (inflatable raft/canoe manufacturer). I don’t think I’ll ever buy another product from any of those manufacturers again.
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