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…
