Hi all,
I’ve had experiences where I ask companies questions and receive responses that are quasi helpful but essentially avoid answering my questions.
Most recently Hilleberg… Their customer service seems better than most and their responses also better than many. However, I’d thought I’d post to (1) vent my general frustration that companies think it’s OK to give canned responses that don’t address legitimate questions (2) get input from the brains trust who might be more able to answer my questions than hilleberg appear able (or more likely willing) to do.
(On a separate note, it annoys me that Hilleberg see fit to increase their prices year on year (I think 10% is typical for them) trading on little more than reputation (e.g. their red label tents (gee I hate marketing) use 5000mm coated floors – hardly best in class) and a willingness of the market to bear that cost, but that is a topic for another day).
Here is the email + response in full with names and email addresses withheld (any rtesponses to (1) or (2) above welcome. Some grievances I have with there response (to name a few):
- They don’t directly address my question of whether a Soulo would be the last tent standing in a wind storm. Maybe they don’t know (they should, they have wind machines and claim to test these things for a couple hundred nights typically before releasing to market)
- They claim there is no difference in the UV resilience of different fabrics (seems counterintuitive and at odds with what I read in a recent post from the guys who tests HH on fabrics – sorry, his name eludes me)
3. Regarding thicker poles — well I think the crux here is they don’t really provide them (I believe the clips on the Soulo handle up to 11mm poles that Fliegfix used to sell), so they basically say just use 2 sets (who cares that that doubles the weight and potentially is not as strong as a single 11mm pole (I’m not sure about that but suspect it could be true)). They don’t indicate whether their replacement poles (he quotes a few different lengths) have the necessary prebends for use specifically with the Soulo.
<p class=”x_MsoNormal”>Good – feel better now :)</p>
<p class=”x_MsoNormal”>Stuart</p>
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<p class=”x_MsoNormal”>Hello Stuart,</p>
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<p class=”x_MsoNormal”>Thank you for your email and interest in Hilleberg tents.</p>
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<p class=”x_MsoNormal”>We darkened the color of our fabrics in response to so many customer requests for darker fabrics that blend better. We have had many positive comments on how well the dark green does blend.</p>
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<p class=”x_MsoNormal”>There is no difference in the UV resistance between colors. The UV resistance is a bit better in the higher strength Kerlon Fabrics. Our fabrics are very strong and both waterproof and highly water-repellent. However, sun, wind, rain and wear will weaken any fabric over time. Just as UV rays from direct sunlight have adverse effects on our skin, the same is true for all materials, including, unfortunately, tent fabrics. Exposure to the sun’s rays, especially at altitude and in the southern hemisphere, can weaken a fabric’s performance over time. One such weakening is diminished water repellency, so that water no longer runs off the fabric as it did when it was new. This does not, however, indicate a reduction in how waterproof the fabric is. The other weakening is tear strength. We always recommend you pitch your tent in the shade when possible or cover with a tarp.</p>
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<p class=”x_MsoNormal”>The one person Soulo tent is the strongest of our one person tents as it has three crossing poles. We purposely do not give any wind speed ratings for the tents. Usually, a number that you see that indicating wind speed “rating” is the result of a test done in a wind tunnel, where the tent is bolted to the floor, the wind generator is turned on, and the maximum wind speed the tent withstands is measured. This is not a very accurate way of measuring what actually happens when you use the tent outdoors, since real wind can change direction and speed at any moment. More importantly, one of the first things that can happen in severe weather is that the pegs come out, or, even worse, that the tent can’t be set up at all. We use a wind machine, set up outdoors, to make sure that the tents all can be set up by one person in very hard wind: we turn the machine on and then start pitching the tent in the wind stream to ensure that it can be set up in severe wind. We also leave the tent pitched in the wind stream for 6 to 8 hours to ensure that it will withstand the wind for an extended period. In general, the working wind speed we use is between 25 and 30 meters per second (56 to 67 mph), but that is not necessarily the maximum speed.</p>
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<p class=”x_MsoNormal”>We do have the 10mm poles available in the 344 size. We have the 10mm pole available a 287 size but not the 285 size. We do recommend double poling with two 9mm poles. Having 2 9mm poles actually provides more strength and flexibility. That way if you do have a pole bend or break you have another pole. You also have the flexibility of just taking one set of poles if you are not going to be in an extreme situation.</p>
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<p class=”x_MsoNormal”>The Staika would be a bit more robust than the Soulo as it is a Black Label tent with the stronger fabric, more robust poles and more robust fittings.</p>
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<p class=”x_MsoNormal”>Here is a link to our tent tip videos. These are well worth watching all the way through. There is one called Anchoring your tent in a storm, this does give you some great ideas for tricky pitching situations, Handling your Tent in a storm is good. There are also two videos of pitching in the snow above and below tree line and another video on repairing your pole. http://us.hilleberg.com/EN/videos/video-tips/</p>
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<p class=”x_MsoNormal”>I hope this helps, please let us know if you have any other questions.</p>
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<p class=”x_MsoNormal”>Best regards,</p>
Hi,
How come you guys have switched from nice green fabric to a dark green that almost looks black?
Also, what is the difference in UV resistance between the “black”, red and brown fabrics (have you guys tested them side by side to the point they become tearable like paper)?
All things being equal (i.e. assuming new tents, no abrasion from rocks, proper pitching, wind hitting the “same” area of each tent e.g. weakest “side”) Is the Soulo going to be your last tent standing in a 24 hr wind storm strong enough to flatten, bend or break poles of your “weaker” tents(Granted it has 9mm poles and thinner fabric than the 40D models but it is also a lot smaller and I suspect quite a bit stronger than the Staika for instance in the scenario I paint above).
Also, are you able to source 10 or 11mm poles for the soulo (seems like a much lighter and stronger option than double poling)?
Many thanks
Stuart
