Thumbs up for Big Agnes

I just made a thread wondering about the durability of my new BA Fly Creek tent… It's really, really good to hear they'll take care of me if an issue pops up. I'm feeling really good about this company.

I have always had a great experience with Big Agnes customer service. Always fix the gear I mail in or send me a replacement.

That's the exact same experience I had with my BA IAC. It took less than a week from when I sent it out until I got a new replacement.

Their service is quick and truly no hassle.

I had a question about my copper spur ul1 and they actually got one of the guys that designs the tent on the phone with me to chat. Im impressed with the company and their shelters.

I have always had spectacular treatment from BA. It factors into my buying decision that they can fix or replace my gear. If I damage a piece of gear they have skilled people to repair it. I talk to a real person who processes my warranty. They are fast and efficient and friendly.

Comparing manufacturers products against each other is only part of the story. If you look at their policies regarding warranty some stand out. I buy a tent from company A and if it has a manufacturers defect and its clear cut ,most likely the manufacturer is going to stand behind it.

Big Agnes is one of the only manufactures that can repair an item. Some companies you pay wholesale and shipping to send the old one in and shipping on the new one. I had a Big Agnes tent and got a 16 inch tear in the vestibule from a tree branch falling. $180 to buy a new fly. If it was another brand I pay half the $369 price $184 shipping both ways, $30 and now you are at $215. I sent mine back and they did a masterful job sewing and sealing the laceration for $60 a $155 difference.

I had an (unnamed manufacturer's) elbow section of a tent pole that broke I called the manufacturer asked for a replacement piece.
I told them the tent model and that it was the only angled section. The employee asked me to call back after lunch that he was new and did not understand what I wanted. He assured me they could get me the part I was after. I call back employee 2 says ship in the pole section is the only way to get it fixed. Ship the pole in $15 in shipping 6 to 8 week turnaround. Sent it in to Tent pole technologies $18 and back in a week or so. Pole problem with Big Agnes tell them the model and the position of the section and three days later I have the item.

I can buy Big Agnes from any retailer and know I am going to be taken care of. I am sure it cost Big Agnes money to staff a competent repair department. That is why they get the Lion's share of my mainstream dollars. It doesn't hurt that they make some industry leading products either. Not many manufacturers will use UL materials because they don't want the warranty hassles.

How wonderful that someone posted a "good news" story about a manufacturer! Makes me feel good about my Fly Creek…