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Black Diamond Customer Service cheers
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Home › Forums › Gear Forums › Gear (General) › Black Diamond Customer Service cheers
- This topic has 2 replies, 3 voices, and was last updated 7 years, 11 months ago by Jesse Anderson.
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Apr 30, 2016 at 1:55 pm #3398888
It’s always nice to encounter a customer friendly customer service process. It isn’t always the thing I am thinking about when buying gear, but like insurance, it’s nice to have when you need it.
I started using hiking poles a little over a year ago and picked up a pair of BD Distance FL Z-poles that have served well for the 5 or so trips thus far until lately when one of the inner sleeves between the Z sections came loose and started moving up into the upper section. In turn, this caused the pole section to no longer stay together. I emailed BD asking the preferred method I should go about fixing them, knowing that they were likely outside the warranty time frame. Their initial response was that I should open a warranty request so I did describing the issue and including a photo of the separated sleeve section. I received two emails several days later – ‘your case is being looked at’ and then minutes after that ‘a replacement order has been placed and will ship shortly’. A couple more days and I had a brand new current version Distance FLZ Z-poles at my doorstep!
Kudos to the customer service team at Black Diamond Equipment and thanks to CSRs Haley and Eric from one happy camper. Thought I would share…
May 1, 2016 at 5:14 am #3398975Always nice to hear – thanks for posting.
May 1, 2016 at 7:41 am #3398988I had a similar experience a while back. I’ve had a set of frontpoint gaiters for years. I went through some pretty rocky terrain once and sliced up the instep strap pretty bad. I contacted them about getting some repairs done. They responded by explaining that repairs weren’t really possible, and within a couple of days the new ones were on their way, no questions asked. In essence they replaced an old item because a wear prone component wore out. The level of service was pretty awesome and will certainly help sway my decision making in the future.
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