your good (or not so good) customer service interactions of late

[Scottyboy]

First Lite took good care of me after my mistake, they corrected my order (my mistake in thinking I’m skinnier than I thought) and my shipment was delayed zero. After I got the confirmation I called and it was fixed minutes later

 

[Turkeygetpwnd38]

Schnee’s and SG customer service is always top notch

Hogwire strings- real bad experience that started in July and still isn’t resolved, their strategy now seems to be ignoring the issue

 

[thinhorn_AK]

Exped was awesome. They repaired a damaged sleep pad that was 100% my fault, no charge, no bs, just my patched pad (damage was bigger than the provided kit could cover, a long slice). I’d buy exped again.

Leupold: I have a broken vx2 that won’t adjust properly, leupold blamed me, said they tested it and sent it back...it still dosent work. Sort of crappy really.


Stone glacier: never had an issue but every time I’ve had questions they picked up the phone and were cool. Would buy.

 

[Chesapeake173]

Kuiu. Have a pair of 5 year old rain pants that started to leak. Sent an email explaining that it’s hunting season, etc. Sent a new pair and a return shipping label no issues. Super happy!


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[Roksliding]

Montana Black Gold and Green Mountain Grills come to mind.

There are some companies that prioritize CS. I think most “companies” (employees) treat you how you treat them, for the most part I don't think they care, it’s a job like mine or yours. I found a leupold rangefinder one year on a elk hunt. I greeted the employee like he mattered as much as everyone else in life matters and at the end of the conversation I was able to exchange the found range finder for a new one, it’s still not as good as my sig tho. While I went to college I was CS at one of the outdoor box stores. If you were a decent human I would do everything in my computer login access rights to make sure you were taken care of. If you raised your voice or talked down to me, I suddenly became a stickler for the rules.

that said I don’t have much nice to say about the water head at the front desk at blackovis. Had a pair of Salomon boots leak day one of wearing them, pretty much got a “that sucks take it up with the company”

 

[mtnridge girl]

Recent excellent customer service from EXO and SG both.

EXO: I washed my k3 pack after our sept elk hunt and the inside coating on the material turned gel-like. I contacted Mark at EXO and he said they unfortunately saw that a few times this year and sent a new bag in just a couple of days.

This spring returning home from Idaho we stopped by SG headquarters to check out their packs in person. Packs just are not made to fit women (and those that are aren't worth carrying) so I have struggled with fit until finding the k3. The guys at SG were very helpful, tried to put me in a couple SG packs, then before selling me one asked me to grab my EXO from the truck. They reccomended some adjustments to how I was wearing it and they thought it fit me well and thought if I had an adjustable sternum strap it could be my best option. They gave me one of their sternum straps and said they "would rather see me in a good fitting pack on the mountain than sell a pack" I still took one of their packs home to try, but they said I could ship it back in 30 days, which I did.

 

[def90]

Nope, not on rangefinders. I believe they actually have the WORST warranty in the business regarding rangefinders. Stupid me for thinking they had lifetime warranties on all of their products. Obviously they KNOW their rangefinders don’t hold up.

i don’t know of any companies that have a lifetime warranty on range finders, it’s a piece of electronic gear. Leupold is 2 years, Bushnell is 5 years, Nikon is 1 year, Leica is 2 years.. the only company that appears to have a lifetime warranty on range finders that I can find is Vortex though I don’t see how they can keep that up over time, all electronic devices are going to fail which means that they will eventually see a 100% replacement rate down the road.

 

[Gearqueer]

Eddie Bauer has been great. Their stuff is inexpensive and stitching can be a problem, but if you find anything wrong with a garment in the first few months after wearing it they will do an immediate exchange. At least my local store will.

It’s been two years, but Salomon saw pics of a torn seam on a pair of moderately used boots. They immediately sent me replacements.


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[TheCougar]

Vortex. I have on piece of Vortex left that I haven’t upgraded (Razor spotting scope, which isn’t very good BTW). The focus knob stopped working after I was tinkering with it upon returning from Wyoming. I sent it in on Tuesday, fully expecting not to see it until Thanksgiving. They had it for a few hours, fixed it and sent it back. It will be here on Monday, in time to travel to Montana. Say what you want about their quality, but the warranty service is still good.

 

[wayoh22]

Vapor Trail Strings - initial set of strings I ordered, the serving became undone within 2 months and the actual string was fraying. Sent me out the new set. Couldn't get to a bow shop for 3ish months due to COVID shutting my shop down. Finally got to put the warranty set on that they sent me. However, the warranty set lasted 2 weeks before the serving came undone. Offered to give me 50% a new set of strings or pay for shipping and send it back for repair if it was repairable. So both positive and negative. Now with GAS strings and couldn't be happier.

 

[CLP]

Outdoorsmans - I ordered a BTX balance rail mid-summer from them for the 95mm objective. When the 115mm came out I asked if I could exchange the 95mm rail for the 115mm rail. Within 10 minutes they sent me a return shipping label and the entire process took a little over a week. Super Happy with those guys.

Sig - My 2400 ABS got wet last year when I took a spill during a stream crossing and it crapped out. I call Sig when I got home to see if I could get it repaired on my dime. They sent me an return label and within two weeks I had a brand new, in the box, rangefinder with all the accessories with no cost to me. It was a great experience.

 

[Wacko]

I will no longer purchase, gift, or recommend TOPS knives.....JMHO

 

[fiskeri1]

My local bow shop. Last weekend I experienced a lower cam failure. This weekend I have a new bow (from a different manufacturer).

I will not take the opportunity to bash the bow brand even though it was literally a three strikes situation with them.

 

[Ucsdryder]

i don’t know of any companies that have a lifetime warranty on range finders, it’s a piece of electronic gear. Leupold is 2 years, Bushnell is 5 years, Nikon is 1 year, Leica is 2 years.. the only company that appears to have a lifetime warranty on range finders that I can find is Vortex though I don’t see how they can keep that up over time, all electronic devices are going to fail which means that they will eventually see a 100% replacement rate down the road.

Vortex lifetime. Their newer rangefinders are awesome. Sig 5 years. Their rangefinders are top notch.

 

[7718Sallee]

Had a pair of crispi boots get wet on me on basically my first wet hunt. Probably 14 days worn and they asked for the usual proof of purchase etc. sent me a shipping label and have recieved a new pair with in two weeks. Last year i had a different pair that i had for over a year start leaking and they referred me to gore Tex. I thought they were just blowing me off but after contact with gore Tex they had me send pics then cut the tongue 3” down the middle and sent me full replacement cost. Great CS by both gore and crispi. Plus i can wear/hike/hunt crispi boots out of the box no break in.

 

[elkguide]

Leupold CS seems to be whoever you get on the phone.... me, I get the jerk. (and I have tried more then once with Leupold scopes.) Now I have 2 left and whenever I trade/sell a rifle, guess what scope goes with the rifle. (sent in a Vari-X 3 that wouldn't hold zero with a return number and never heard back from them after they received it, so after 3 years of calling - writing, just gave up and wrote the scope off.)
Never Leupold customer here.

Maven, Super Positive. I messed up with my spotter and they took care immediately, no charge.
Swarovski is the same. I fell and smashed the focus wheel on my EL's and I overnighted them to them and they were back in my hands in three days!
Cooper Rifles. Had an issue with a trigger and they were super responsive and quick to make things right.
Really are many great companies out there.

Other than my Leupold issues, all the others were my fault and each of those companies went way beyond to make things right.

 

[Milestone522]

A couple weeks ago I bought a 2L Hydrapak bladder. Got it home and filled it with water and it had three holes in it. I sent Hydrapak an email and they responded immediately asking for pics. I sent the pics and waited a day, then they asked for a receipt photo. I thought that was pretty chicken sh#t for a lifetime guarantee as what would you do if the item failed after a week, months later, or years? Who keeps the receipts forever? Fortunately I still had the receipt and sent them a pic. They had a replacement bladder to me a few days later.
Other than the receipt issue I thought the service was great as it was over a weekend and a quick response.

 

[Robster]

Double U hound supply. Any orders are shipped the same day. Great warranty service for my Garmin TT15 tracking collars and Apha 100 handheld. They will talk you through all the tests and spend the time with you on the phone. Two thumbs up!!

 

[cgasner1]

Alaska airlines canceled our flight out of kodiak blames Covid so we have to fly out a day later and refused to compensate us in any way for it probably adds 3-400 dollars to the trip for each of us


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[mtwarden]

yeah I think airline customer service ranks near the very bottom, especially in the last six months or so