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One of the tents we use is a Mountain Hardwear Casa 6. Awesome tent, by the way.
So I made the mistake of lending it to a friend for her and her daughter to do a church campout. It was returned to me with one of the shock cords in the tent poles snapped...so there's no tension in the folding poles any longer.
I contacted Mountain Hardwear to get a replacement and they said to send my old one to the warranty department. The customer service person told me they would likely string a new cord...or send me a brand new replacement pole. Either way, my only cost will be to ship it back to them.
I'm blown away, because I consider this a wear & tear issue - or possibly even user-error (though I didn't witness it, I'm sort of assuming the friend is a bit to blame for the damaged pole/tension cord). I fully expected to have to purchase a new replacement pole. It is still possible the warranty department will review it and ask me to pay for partial or all of the cost of a new pole...which I would still consider fine.
Anyway, just thought I'd pass along this experience and say that if MH replaces the pole - I think that's awesome customer service/warranty service. Anyone else have similar positive experience with camping equipment vendor customer service/warranty requests?
So I made the mistake of lending it to a friend for her and her daughter to do a church campout. It was returned to me with one of the shock cords in the tent poles snapped...so there's no tension in the folding poles any longer.
I contacted Mountain Hardwear to get a replacement and they said to send my old one to the warranty department. The customer service person told me they would likely string a new cord...or send me a brand new replacement pole. Either way, my only cost will be to ship it back to them.
I'm blown away, because I consider this a wear & tear issue - or possibly even user-error (though I didn't witness it, I'm sort of assuming the friend is a bit to blame for the damaged pole/tension cord). I fully expected to have to purchase a new replacement pole. It is still possible the warranty department will review it and ask me to pay for partial or all of the cost of a new pole...which I would still consider fine.
Anyway, just thought I'd pass along this experience and say that if MH replaces the pole - I think that's awesome customer service/warranty service. Anyone else have similar positive experience with camping equipment vendor customer service/warranty requests?