Any experience with MHW aftersales service?

I was just wondering if anybody has had any experience of MHW after sales service in the UK?

Various shops I have been into recently have all said that at certain times of the year (this being one of them) MHW UK tends to run low on clothing stock and you are left waiting for their next scheduled shipment from the states. This leads me to think that if I had a defective item that needed replacement, I could be waiting a few months while one comes over from the states.

Don't get me wrong, I love MHW kit and am 90% certain to buy the item in question. Its just that I have never heard anything but goods things about Karrimor, Berghaus and Lowe Alpine in regards to aftersales service and am looking to have my mind put at rest.

cheers

Giles

I have emailed them twice with the link from their web page with a technical query regarding clothing. I didn't get a response at all.

I do like the kit though...

Oh dear! Somebody must have a good experience ...... please!?

Giles: I've worked for Mountain Hardwear in the UK for 4 years (since we started over here) and can honestly say that our after sales service is something we take very seriously. We go to extraordinary lengths to ensure that any genuine warranty issues are dealt with in a timely manner. We are a specialist company with a very broad product line, when it comes to offering a replacement product its a rarity (rather than the norm) that we have to wait for more product to arrive. Of course sometimes we run out of popular styles, but then so does everyone in the industry. Even BMW can run out of BMW's at times. I can only say that we design product that works and won't fall apart, in the remote chance that you do need to use our aftersales service I'm sure that it will be a positive experience, we have many letters/e-mails from happy customers that can testify to that.

John: I'm not sure why your e-mail didn't get answered. Could it be that it was sent over the holiday period? We have 1 guy in the US and 1 guy in the UK whose job it is to answer e-mail product questions. You should have had an answer. If you still need info then please e-mail to info@mountainhardwear.co.uk either that or I'd be happy to answer your question directly (either here on the forum or by e-mail) my address is rob.wylie@mountainhardwear.co.uk hopefully that clears those issues up. You only posted the message 1.5 hours ago, so maybe that's good service?

Cheers, Rob

I had no reply to my sponsorship proposal (sent May 2002) <sob>

It's still up for grabs, mind.

And don't forget that Reinhold Messner described an unsupported attempt at the North Geographic Pole as "ten times as hard as Everest"...

640,000 website visitors in 2002, interview in Outside magazine in March, Tonight Show with Jay Leno interview later this year, BBC documentary (part of a series on solo adventurers) lined up, 2 world records, etc etc....

Billy bargain, I reckon.

Ben Saunders :o)

www.northpole2003.com

Thanks Rob, I've forgotton about the clothing question. The other one was I wanted info on the Trango 2 Ultra as I was offered one for £350 and it didn't appear on the MH website. I bought it anyway but was disappointed with the lack of response.

if BMW do run out of BMW's, I know where they might find a few................ they might be a bit damp, but hey beggars can't be choosers!!

Rob, Thanks for your prompt reply. I must say that on the two occasions that I have posted MHW specific questions in this forum (the other being a stupid question about the doors on my Trango 2) you have taken the trouble to post replys. If this is anything to go by then I am sure the after sales service offered by MHW UK is excellent.

I have heard loads of positive comments about the after sales service recieved from other companies, especially in regards to damage items of clothing e.g. ripped Goretex after taking a spill while scrambling. Are you (as the UK distributor) able to repair damaged garments? At a cost obviously?

cheers

Giles

P.S The Trango 2 is great and I would recommend one to anybody

Giles: We are able to make repairs in most cases (depending on the nature of the repair). We do this at our cost (if the product is at fault) or do it at cost price for you (i.e. what it costs to repair) if we are having to charge you i.e. "I put a crampon through my jacket can you fix it for me etc...".

In the case of tents, we've recently upgraded our policy on pole breakages. Basically, we use the best pole material you can buy (Easton Aluminium) the process of manufacturing high grade aluminium tent poles is very scientific but you can occasionally get imperfections that may cause the pole to fail (but way less on Easton than other pole types). We now offer a free replacement service on pole breakages at our cost. It's our intention that you'd never need to use this service but if you do break a pole in use then we'll replace it, without question, free of charge.

Of course we wouldn't replace a tent pole set if you returned it saying "I drove over my Trango 2 tent in my Land Rover just to see how much it broke, please replace my poles".

Hopefully that's of help.

Ben: Sorry but I don't recall looking at your proposal, I'll take a look at your website when I get a chance.

'Even BMW can run out of BMW's at times'

Especially when a load of them sinks in the Channel!


Ok ok I know Dave got a Tricolor joke in first, but I couldn't resist

PS It's true, MHW does run out of stock far more than other makers, but it's not a big deal. Just a profitable way to run a business.

Ben, Good luck with the 'walk'. Perhaps an article for OM?

BTW your website's good, apart from the irritating popup with the Scott quote and music.

Thanks for the details Rob, I'm convinced. Hopefully I'll never need to test you guys out.

Checked out the site Ben and agree with Mike, excellent but the Scott popup does get a bit annoying. Good luck with the walk, keep us posted.

oops - popup was a bit of an experiment... didn't realise it was still live *and* popping up on all the pages... how embarrassing :o)