Gear

Hi

I thought I would share my recent experience of Trekmates equipment and more laughably their so called customer services.  Having had a pair of Black Diamond gaiters for over 5 years that have seen action on Mt Blanc, Mt Shasta and several winter seasons in Wales, the Lakes and Scotland including snow and ice climbing, they finally broke and needed replacement.  I scoured Cotswold Camping, Blacks, North Face and Ellis Brighams for a replacement pair but all these stores were stocking Trekmates gear (only one had a pair of Rab that were too small for me).  I am very picky about my gear and go for tried and trusted brands but I needed a new pair of gaiters for the weekend in the Cairngorms so eventually, against my better judgement, I bought a pair of Trekmates gaiters.

Saturday morning (after a 10 hour drive North) saw 4 inches of new snow at the base of the Cairngorms so I set off fully kitted up for a night in a bothy.  3 hours into the walk and the first gaiter broke - a plastic buckle sheared and the strap was left flapping loose.  A hasty repair with medical tape and I carried on to have the other gaiter fail the same way an hour later!  It was -2 degrees with a lot of deep snow and since I like my toes the way they are (i.e. pink and attached to my feet) I reluctantly returned to the car and drove home - another 10 hours!!

On Monday I called Trekmates customer services and explained my problem to be told this was a known design fault and that the plastic didn't cope when it got cold and they were planning on replacing them with metal buckles!  So I asked, as I currently had a poor view of their brand, whether they would do anything to compensate me for the approximatrely £250 wasted fuel and accommodation costs, not least the disappointment of a wasted weekend. The lady I spoke to said they could send me a replacement pair of gaiters (yes, you've guessed it with plastic buckles known to fail in the cold).  As I started to explain my disappointment in this response the lady hung up on me!!  Not sure quite how that fits into the definition of customer service!

So my message to anyone who wants quality mountaineering gear is to steer well clear of Tekmates equipment.  I am not the only one as others on this forum have also had their Trekmates kit fail on the first outing.  It has been said that there is no such thing as bad weather and conditions just the wrong clothing and equipment.  Well, Trekmates kit is in my opinion very much the wrong gear and I personally will never touch it again.

I hope you heed this tale of woe (I have spoken to all the stores who stock Trekmates and they have been very concerned, one store said they would be taking the stock off their shelves).

Warm regards and safe mountaineering

Rob

The buckle on mine snapped too....took the strap off and carried on for the rest of the week...then took them back to the shop when I got back.

Given that I had worn them for a week they were hardly pristine new....but were changed without question

Whilst I can understand your frustration at the failure of a plastic buckle, I can't see why you would write-off the whole trip just because of that.  It would have been easy enough to make a repair to get you through.

Trekmates as a brand seem to be at the budget end of the market, but I agree that doesn't excuse them from using poor quality materials or manufacture in their products.  I have a pair of Trekmates Goretex gaiters that were given to me last year.  The Goretex content amounts to a small and completely inadequate panel at the front, possibly a token gesture that allows Trekmates to use 'Goretex' labelling in their marketing of this product.  The rest of the gaiter is made up of some sort of woven nylon fabric  with a waterproof backing laminate.

One five-day trip to the Lakes in heavy snow and very cold weather in February saw the backing laminate peel away completely from the outer material, so they won't be used in 'serious' conditions again.

You pays your money.......   

Whilst I can understand your frustration at the failure of a plastic buckle, I can't see why you would write-off the whole trip just because of that.  It would have been easy enough to make a repair to get you through.

which is precisely why  any manufacturer wouldnt entertain paying for the loss of the trip, all for a broken buckle - legally, you have a duty to mitigate (minimise) any loss by taking reasonable steps......like sorting a get you home repair.....

Yes, they are cheap and cheerful...to be honest, that is why I use them as I a fed up of knackering decent gaiters and havent found a premier brand that lasts that much longer.

Best gaiters I have are a pair of ex-military canvas ones - breath like an elephant, tough as old boots......but weigh 1/2 tonne each

Hi

Under normal conditions I would have bodged a repair and carried on but the medical tape wasn't holding and due to the fresh fall of snow it was loose and being forced up inside the gaiters once the straps had failed.  In places I was up to my knees in fresh snow.  Given the low temperature and that I wasn't that far into the trip I made a judgement call not to risk snow getting inside my boots and getting wet socks and cold feet and possibly frostbite.  Maybe over cautious in some peoples views but my experience and evidence from many books is that those who press on regardless inevitably come to some harm.  I was also walking with my son (12) and wasn't prepared to become a cold weather injury when I had wider responsibilities.

All of which is irrelevant. Trekmates market themselves as QUALITY equipment at affordable prices (actually the gaiters were £32).  Frostbite was a real risk in my situation and frankly Trekmates should not be allowed to market and sell kit that isn't fit for purpose.  And it wasn't that I was expecting full compensation but some token to show they cared about me as a customer.  Hanging up when I was being polite was unacceptable.  It further reinforced my view that they simply don't care about their customers and since ultimately our lives can depend on the reliability of their kit this atrocious attitude is unacceptable.

Just my opinion of course.

Rob

and the main lesson to learn...take gaffa/duct tape and some spare laces.....a lace would have sorted it underfoot.

But see your point in terms of the son

First of all - you should have gone back to the shop - not Trekmates directly. That's who your contract/warranty is with.

Secondly - it's not so long ago that gaiters were almost unheard of, and yet folk still went winter walking without  suffering frostbite.

Thirdly - you were driving for 20 hours for an overnight in a bothy? Are you on commission from BP or Shell, or are you actually trying to raise the ocean levels all by yourself?

I find it difficult to believe that someone drove for 10 hours to go hillwalking, and drove another 10 hours back because their gaiters were knackered!

OK, this is my first time on these forums and was hoping readers would focus on the real issues rather than making derogatory comments on polluting the atmosphere or sounding incredulous at driving times when it looks like they live on the doorsteps of the hills

So for those who seem to be fixated on the wrong points I have summarised the key messages below (hopefully simple enough for all to understand):

(a) Trekmates kit is not good quality (despite what their web site says)

(b) Others have experienced issues with gaiters, gloves and poles by Trekmates failing

(c) their customer service is exceptionally poor (if they don't care about their customers how can you trust their gear?)

(d) I thought it was worth raising these points to warn others to take care (sorry I assumed that's what this forum sought to achieve)

Rob

Rob,

I dont think any of us are defending trekmates....just we are are all a bit askance as to how much you blame trekmates for a (frankly) minor issue that you developed into a huge issue.

Yes...I've had a trekmates buckle break....but it didnt stop play.  Over the years I've had all sorts of things malfunction/break/get lost.....and its just a problem that needs sorting. 

from your description, trekmates customer service may not be perfect....but it doesnt seem exceptionally poor.....just you seem exceptionally and unreasonably demanding - and they were justified in putting the phone down.

Get over it...and take gaffa tape and spare laces with you next time.

edited: if this seems overly blunt and offends anyone...sorry...dont mean to....

Rob,

I think most folk are aware of the trekmates brand and i for one bought a pair of their gloves and after wearing them several times the stitching came apart on the seam,but on the other hand (no pun intended) i only paid 5 quid for them so i didn't expect too much out of them.

To me It just seems a 20 hour round trip for a broken buckle and not thinking of alternative/temporary plans just seems a bit crazy.

Easy Ben

at my favourite shop too.

www.urbanrock.com

Ah yes, thats the ones,  I did a quick search and I couldn't find them anywhere except the US.

(mutter mutter bloody google mutter)

actually, the plastic buckle that broke was probably a mass produced item used by several manufacturers of gaitors (sacks, belts, etc).

These things happen, if a boot lace snapped would you dismiss the brand of boot as rubbish?