So I have been using my MSR Sweetwater water filter for a couple years now. After a couple trips of using it, one end of the retaining pin that holds the handle and pump head together broke off. Not a biggie, I thought and I just used my thumb to hold the pin in place while I pumped water.

Well, any time I have used the pump, I made sure that I put the pump back into the bag carefully, making sure that the pin ended up in the bag. This past weekend, the bag tipped, the pin fell out, bounced off my knee and now resides with the fishes on the bottom on the Nipissing River. Sigh...

I sent MSR a quick e-mail describing what I have just described here and asked where I could purchase a new retaining pin, as I would rather have the proper pin as opposed to jury rigging something. I was awaiting a reply saying send 'X' amount of dollars and we can mail you one. Well, less than 24 hours later, I received an e-mail asking for my address and they would put a new retaining pin in the mail for me.

I have to say, that is what I call customer service. I am very impressed with the speed of response and the fact that no money is being asked for. I have been happy with my Sweetwater and am now happy with the customer service from MSR (Cascade Design Inc.).

Just thought I would share this note with people considering new gear. This was a good experience as opposed to some of the bad customer service we hear about. Keep up the good work MSR.




Sean (of Ajax)

http://www.ABRweb.ca .. Algonquin Backcountry Recreationalists - Caring for Algonquin's Backcountry

I too have had a great experience with product return.
It was with Eureka actually. I had bought one of those 115L canoe packs.
By the time the second year had rolled around, a strap had come out of it's stitching, a few holes appeared thru the fabric, and the top of the bag where I would fold/roll the pack down, tore along the folding bar.
I contacted Johnson Outdoors in Burlington, hoping for a repair, and in less than 2 weeks I received a brand new bag! It is now into it's 3rd year and is still in one piece...a much improved design, considering I trip multiple times per/year. Got to say it was the best experience and trouble-free product return I've ever had.. Thanks Eureka and Johnson Outdoors.



Mark Rubino
Mark's Algonquin Park Sampler - Blog
Mark's Algonquin Park Sampler

http://www.ABRweb.ca .. Algonquin Backcountry Recreationalists - Caring for Algonquin's Backcountry

Both MSR and Eureka have wonderful customer service. I've also had great experiences with MEC when it comes to this as well.

When my Moss tent pole cracked I was worried about MSR being able to honor the warranty as they had bought Moss several years before - not a problem. My new pole section was couriered to me with time to spare before our trip.

Laurie
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