MSR–Hello! Hello! Anyone there?

I had reasonable turn around time with my last issue with MSR customer service.

I’ve never had trouble before.  I collect old stoves and they have sent me new pumps with the old pump and $20 a couple times.  Plus parts for a vintage WL Intl.  I won’t send my old stoves to them.

Duane

I do customer service and some people’s emails go to my spam folder. Maybe email them from a different email?

Library is the only place, it might be shut down with the CDC Guidelines.

My email:  hikerduane  at   Geemale   Dot  Com

Duane

Yes…submitted a warrantee claim for a sticky Hubba Hubba fly on Jan 18, 2020.  Promptly received the reply below and nothing since.  Inquired once about 3 weeks ago re: status and no reply. Could be a Covid-related shut down?

“Thanks for reaching out!  Your case 00034680 has been created and will we be in touch soon with next steps.  
Please note – we are currently experiencing a high volume of requests and are working through them in the order in which they were received.  At this time, it can take up to 4 weeks to hear back from us.  If your request is urgent, please call us at 800.531.9531 and reference the above case #.   We appreciate your understanding and patience this time of year.”

That’s what I got too.

Duane

All non essential businesses in Washington are closed. They may have staff working from home.

Started back in early Feb when I initiated this?

Duane

The MSR HQ is just south of downtown Seattle.

People are dying here and thousands are out of work.  We are officially in a State of Emergency, like an earthquake, flood, tornado, or hurricane. My kid’s godmother has been on a ventilator for three days.

All the schools are closed as well.as any business that doesn’t contribute directly to infrastructure. We can get out for groceries, gas and pharmacy. No dentists, barber, restaurants (except take out), bars, or shops are open. Boeing has shut down. Microsoft and Amazon are working from home. No church or entertainment. REI is closed. All the trails and parks are closed.

Be patient!

That makes more sense, since the auto reply says to give up to 4 weeks.  Would have moved response into work from home time frame.

Duane

The problem may be that your fly is sitting in receiving where the customer service person working from home can’t inspect it.  {up sound: brakes squealing}

A total lack of response from MSR is not unexpected nor unreasonable.  Much more important things to deal with than a sticky tent fly.  Hope we can get back to “normal” soon…but prepared for a long haul.

Received a reply from MSR Repairs today.

Duane