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Chockstone Forum - Gear Lust / Lost & Found

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Black Diamond warranty service

adrian

8/08/2011
6:33:39 AM

I wouldn't normally write this kind of post, but I was so impressed with recent warranty service from BD that I felt compelled to.

Climbing a few weeks back, my partner had a gear loop (one of the old-style plastic loops) on her 4-year old BD harness fail while climbing (nut tool caught on some rock and the gear loop tore out). A heap of gear from the 60m pitch she had just cleaned went sailing into space and tried to strike down any fool not wearing a helmet on the ground below (but I digress, this isn't a post about helmets). As a result, we had a bit of an epic rapping off, collecting gear, returning to the belay and finishing the route - and unfortunately lost a #1 camalot that was never to be seen again (well, not by us).

After sending BD an email with this story, some pictures and asking if they wanted the harness back to look at, they gave me the following response within 24 hours:
- they sent me a postage label to get the harness back to them to examine
- a brand new harness out of their current womens catalogue (our choice)
- a replacement #4 camalot
- offer to order ANYTHING I needed at pro-deal rates

I thought this was quite generous given the harness was way out of warranty and they had no obligation to do anything about it.

So, hats off to BD for their great response - just goes to show that there is still some companies with good customer service out there.

Adrian

Miguel75

8/08/2011
6:55:17 AM

It's good to see customer service is still alive and kicking. Sounds like an interesting days climbing too. Thanks for sharing.

ajfclark

8/08/2011
8:09:53 AM

So you got a #4 for a lost #1?

Mike Bee

8/08/2011
12:46:06 PM

Adrian, are you still in North America. Ie was this BD USA you were dealing with, or Sea to Summit, as BD Australian distributor?

adrian

12/08/2011
11:49:12 PM

Oops, that was a typo - they replaced a #1 with a #1.

Mike - I'm still in the US, so was dealing direct with BD USA.

There are 5 messages in this topic.