TarpTent

[Henry Shires / Tarptent]

I have never done this before but in this case I feel that we need to respond publicly to Demetri's complaint. Here is a copy of the letter we sent him today and a link to photos of the destroyed Cloudburst 2:

http://www.tarptent.com/kokolonis.html

March 11, 2009

Dear Demetri,

Enclosed is your unrepairable Cloudburst 2 tent body and a replacement Cloudburst 2 body. The Cloudburst 2 body you sent back, unsolicited and unapproved for return repair, is clearly far outside our stated policy “to repair or replace products that fail due to defects in workmanship or materials.” The mesh is utterly shredded and is what appears to be heat-destroyed. If I had to guess I would say that the mesh was first attacked by a cat and then destroyed due to heat damage in a clothing dryer. In any event, your tent was destroyed by you and we are in no way responsible for repairing it.

Just so we are clear about the purchasing chain of events, you purchased your original floorless Cloudburst in August ’04. Three years later, in Fall ’07, you reported a manufacturing problem with it. Rather than repair it for you, we sent you a new floorless Cloudburst 2 tent body. We did that at our discretion and as a show of good will. Then, in August ’08, you sent it back to us in a plain box with no note, no description of the problem, and no follow up phone call or email to tell us to expect it. We neither asked you to sent it back nor did we approve its return, it wasn’t covered under warranty, and you made no contact with us to discuss possible outcomes. At that point, as far as we’re concerned, we owned it. Finally, 5 weeks later, you sent an email wanting to know if we received it.

We are sending you a replacement body although we are under absolutely no obligation to do so. We have now incurred considerable expense on your behalf. Since your original Cloudburst 2 was destroyed by you, we no longer have a business relationship with you and the enclosed Cloudburst 2 is a gift. We will not provide service for it should it ever need any.

Sincerely,

Henry Shires
Tarptent

[David Ure]

nm

[Barnett Childress]

Purchased a Scarp 1 from Henry to try out but decided it wasn't right for me. He took it back and promptly refunded my CC.

Henry also took the time to discuss the tent design with me and showed a genuine interest in comments.

[Joe Clement]

Tolerated my questions and suggestions for design improvements, and never laughed once. Called my cell phone after an email question about tent set up, requested emails pics, diagnosed the problem, and went way, way beyond what he had to to help me fix the problem. All in about 2 hours.

[Kelly Brent]

I bought a Tarptent Contrail secondhand from another BPL member off Gear Swap. Love the tent and the forum. Henry kindly provided me small parts voluntarily free of charge even though I made it clear upfront I purchased the tent secondhand. He quickly responded to email and promptly forwarded the inexpensive parts. I see firsthand why Henry is so well thought of in the industry. Great tents and exceptional service!

[Kelly Brent]

I bought a Tarptent Contrail secondhand from another BPL member off Gear Swap. Love the tent and the forum. Henry kindly provided me small parts voluntarily free of charge even though I made it clear upfront I purchased the tent secondhand. He quickly responded to email and promptly forwarded the inexpensive parts. I see firsthand why Henry is so well thought of in the industry. Great tents and exceptional service!

[Garraty]

The Sublite I ordered was delivered quickly and in perfect condition. Almost immediately I managed to put a big tear in it. Henry repaired it and had it headed back to me in around a day and at no charge. Extaordinary.

[Frank Steele]

I bought a Contrail and didn't like the front entry. Henry gladly exchanged it for a Rainbow.

Wish all companies were so easy to deal with.

[Adam G]

I'm not the happiest with Henry's service.

I called Henry to order a tent, the "Contrail." After talking with him for awhile, we decided that the "Moment" would be better suited for me. He explained that he is a little behind with the "Moment" and it would be a few weeks out. He did mention that he may have another "Moment" that required repair, or didn't come out of production 100%. he said it would require fixing and seam-sealed. He told me to call back the next day. No problem.

I call the next day and he said that he had the repairable "Moment" and that he could ship it out that day. This was around 9A eastern time. He came to a price, and I asked him to round the number to make it even, not demanding, but asking, and he completely flipped out. I mean he was so angry it was uncomfortable on the phone. I would have bought it anyway regardless, but all I did was ask. I mean the tent had two pinholes on the top and was less than perfect, so I figured it couldn't hurt, I was wrong. So then he explained he was busy, then said well go order it online if you change your mind. I told him I would call him back very soon with the credit card number so we could go through with it. I was in a time crunch and needed the tent in a few days, but he was willing to work with me on it. I call back to leave a message because no one answers, then I call back an hour later and he answers. He told me he couldn't fill the order and to find something else. ? Seriously? The guy is flippant when I spoke with him earlier, could you imagine what he would do if I called him with a tent related issue? He'd smack me through the phone if he could! I felt very uncomfortable. I also get the hint that he thinks his tents are so good he can refuse a sale. I hate people like that. I'm never ordering anything from this guy ever. He used the phrase "it is what it is" with me. I've read a review on this site from a customer, and sure enough "it is what it is." Whats with this guy.? Never again. I give him a 2.

[Elizabeth Tracy]

Recently two repair issues came up with my 8-year-old Tarptent.

I wrote the company asking for repair advice.

In both cases Henry Shires wrote me back immediately, and offered to send me tent repair materials (silnylon patches, and a new zipper) for free. Didn't even charge me for shipping/handling.

I'll buy my next tent here for sure.

[Nathan Wee]

This is my first post on Backpackinglight. After my contact with Henry Shires, I felt compelled to write at least a small tidbit on my experience with Tarptent.

I contacted Henry Shires through e-mail with regards to the Rainshadow 2 that I was going to order. He responded promptly the next day even though it was a Saturday. In fact, I was too slow for him because I didn't check my e-mail until Monday. haha Post facto, I replied to his e-mail and ordered my tent that Monday.

I had asked for a seam-sealing service and Tarptent must have gotten on that right away because the package that I received on Friday of that same week was postmarked that Wednesday, a scant two days later!

I am so excited with our new tent, and it even came with a few little specks of leaf inside. hehe Such stellar service from Tarptent! I'm tempted to buy stuff that I do not need from them just because I want to keep giving them business!

[Jon Fong / Flat Cat Gear]

This is a shout out to Henry and his team. While camping on Catalina Island, a fox tore a hole in the side of my Rainshadow II. The hole was in the mesh panel on the side and was about the size of your hand, there was also a one inch tear in the bathtub. I called the people at Tarptent and they informed me of the repair process. I was a little pressed on the repair time as I had another trip planned. Henry and his team cranked out the repair and I received my tent with a day to spare. So, there are three things that I wish to highlight: 1) the repair cost $20 (not including shipping), 2) the repairs were expertly done, this was not just slapping material over the mesh to seal the hole. A clean rectangular panel was removed and replaced with mesh, folded and double stitched around the edges (this category does not allow you to post a picture of the repair , but; I was impressed). 3) The repair was done very quickly.
I am impressed with the Tarptent Rainshadow II, but I am more impressed with the customer service provided by Henry and his team. It’s great to know that you get the entire package when you buy a Tarptent. Two thumbs way up. Jon Fong – Owner of FLAT CAT GEAR

[David Moreno]

I've heard a lot of people in my home town say that I'm insane for spending total $250 on a solo tent (Contrail with poles, etc…).

My response is, "You get what you pay for!"

I'm incredibly happy with my Contrail. Worth every penny. Not just the tent, but Henrys' customer service and advice as well.

I'm going to be buying an other tent in the next year. I'll need something for higher winds, higher snow loading. For me, it's a no brainer. It'll be a Tarptent.

Thank you Henry.

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