GEAR: outstanding customer service at REI

.
 As avid consumer of outdoor gear I have purchased enough stuff to fill a small house. OK, maybe not but I am getting pretty close.
It was not always kayaks; it used to be mountain bikes, backpacking and dirt motorcycles before that.
I haven't ridden seriously in years, backpacked much less lately but I still acquire light camping gear for my kayaking trips.
When I lived in USA the local REI shop employees thought that I was on their payroll, I was that often at their store. Eventually I took a job at REI, as Master Tech managing one of their bicycle departments. Half my wage would be "reinvested" directly into gear that the shop sold. I would not buy anywhere else as the warranty offered by REI was outstanding.

 I use my gear, some of it a lot. If a manufacturer offers lifetime warranty I have no reservation buying that item. I am confident that REI will honor a possible claim. Gear that I buy is not cheap, often the very best in that category and I believe in buying quality that lasts and offers the security of service when I need it. Cheap big box stores don’t appeal to me as I don’t like replacing failing items just because they are cheap while I have to deal with sub-standard equipment robbing me of my outdoor experience.

 REI sells excellent tents for hot climates under their own label, design and specification. Of course their tents are made in China, just like 99% of the most reputable brands are. I purchased two tents that were light, compact and sturdy, offering ease of pitching and good ventilation.



I used them on many trips and I never felt that they would not stand up to what the weather was throwing at me. They never failed, never broke a pole and never got wet in them. Solid, as I expected. Then one day the seam sealing tape of the fly of one tent started to deteriorate and peel off in chunks. The fabric became a bit sticky and the crumbling seam tape compromised the waterproofness.



I purchased that tent 5 years ago, online.
I was not sure if REI would really stand behind their promise of lifetime warranty since I often I hear manufacturers interpreting “lifetime” as lifetime of the tent. Nowhere is disclosed what that means and how many years that warranty is good for; it’s at the discretion of the manufacturer to establish that, of course after I have a problem with my item.
I contacted REI via email and told them of my problem. The next day (time zone difference) I received a reply that I should take my tent to my local REI store (they have over 130 stores, all in USA tho) or send it in for them to inspect.



When I lived in USA I returned a faulty item to REI and they replaced it there and then without any fuss. This time I was supposed to send my tent to USA; the postage via Australia Post would be worth half of the tent! (shipping from USA via USPS is substantially cheaper)
I asked if detailed images of the tent would be acceptable to REI for assessing my claim. They agreed and I supplied the images. Two days later I received an answer from the Technical Department confirming what I thought: the tent was found to be faulty in material and a refund was organized for me. They were kind enough to understand that sending the tent to them for assessment was not economically feasible and rectified the problem with a refund (they would not send me a new tent as it was purchased in USA and not originally shipped to Australia).
Now, that is what I call customer service!



It is in such a stark contrast with the service that I have received in a similar store here in Australia where the manager of the store belittled me, accusing me of causing the fault when a self inflating mattress delaminated and failed: he said I rolled it up too fast when deflating it (?). Needless to say his ignorance and arrogance ill served Kathmandu’s business and I no longer wish to shop there. After the manager shared his belligerent opinion with me he replaced the faulty mat anyway, so I did not understand his point/view of arguing with the customer anyway. Ego/power trip? Who knows…

REI has always met my expectations, often exceeded. Their gear is solid, maybe not the most trendy or desirable in the outdoor fashionista circles but nevertheless great value for money. And since it’s a co-operative all profits are shared back to its members in a yearly refund of approx. 10% (of purchase) , with a portion donated to environmental/community projects.

.

REVIEW: the best roof rack

I was shopping for a new car and since my current one had factory roof rails I was hoping that the existing roof rack could be transferred to my new wheels.
My search for a replacement vehicle was pointing towards a car that had no rails and I almost discarded that vehicle because of it.
I wanted the security of a seriously well anchored roof rack since I have seen one too many flimsy and ill fitting clip-on style roof racks fail. Transporting a kayak or two on a rack that is just secured by some kind of friction mount against the recess of the car's door is NOT my idea of safety.
Having kayaks come off the roof at high speed on the highway, where up lifting forces are greatest, is a terrible scenario, with possible consequences of causing somebody behind me to crash and possibly die.
Nah, I wanted a bolt-on serious racks.
The vehicle I eventually settled on offered no factory rails but my search for a decent roof racks revealed that some brands offer anchors that pierce the sheet metal of the roof and are permanently bolted to the car; I like that idea.
Some brands required drilling several holes into the roof of the car and installing a long flush "rail" to then accept a tower and roof rack.
Not exactly unobtrusive and maybe a bit esthetically questionable on some vehicles but the rail solutions allows for quick removal of the roof rack assembly.
On my previous car I had Rola roof bars that were clamped onto the elevated factory car rails.
The solution was good allowing me to transport two kayaks side-by-side in a lay-down position.


Rola clamp-on bars on car with factory rails
I prefer that option since in the heat of summer a light high-end kayak (epoxy lay-up) can deform if transported on its side on a "J" cradles.
The contact area of the standard swiveling cradles is so much greater that the J cradle base, not to mention the security and sturdiness (no wobble).
One thing that really annoyed me with Rola rails was the noise that the rails created at highway speed.
When not transporting kayaks, to make my rails quiet, each time I would have to remove the kayak cradles and replace the rubber strip to cover the T slot in the rail: not exactly a swift and easy operation. I did that only twice when I planned a long drive (1000 miles) but, since I used the cradles weekly, I just left them on other times and put up with the noise.
Now, having to purchase a new rack system, I wanted something quiet.
Whispbar from Pro Rack seemed the best solution guaranteeing a noiseless ride.
The rails are wing shaped to eliminate turbulence causing noise and they don't effect gas mileage, the feet are low profile and tapered to eliminate whistling.



I still remember those agricultural offerings that I used to sell when I managed a bicycle shop in USA: they remind me of a Meccano set where parts were just bolted together with no consideration to noise or aesthetics. They might have looked OK on a Jeep but I thought that they were so out of place on a streamlined modern car.
Whispbar was offering a permanent drill and bolt-on base for their modular rack system but my car was too new (and uncommon); there was no mention of compatibility.
I searched on the net for rail installs on the same car in USA and found some samples of similar set ups. While I was risking setting off the side curtain air bags I  drilled the roof of my car.
All went well and the small anchor pads were riveted solidly to the edge of the car's roof.


anchor pad and stud for roof rack mount
The rivets are high strength stainless steel and require a commercial style pop-riveter (tore apart my light duty one trying to pull the heavy duty rivets).
The base is now super solid and the rack can not accidentally come off no matter how fast I drive or how much crosswind there is.
There is no noise while I drive and I don't have to remove the cradles: the T slot rail has a built-in rubber strip that seals the void around the cradles. Simple but ingenious.


end of rail flap open to reveal T slot detail
The overhanging rails are wide enough to fit most vehicles and when the time will come to get a new car I will not need to shop for a new rack system. All I will need is 4 small metal pads to rivet onto the roof (also modular with door clips).


small anchor pad riveted to roof (rack removed)
The bonus part of riveting the pads is that the spread can be way greater than the typical between-the-doors clip-on racks. The kayaks sit much more securely (less pitching). I purposely spaced the bars to the length of a bicycle's wheel base. When I transport a bike I don't need a bulky (and expensive) bike carrier. I secure the fork to a simple block with a T bolt fitting that slides nicely inside the roof rack rail, The rear wheel is secured by an old school toe strap. Simple, light, quiet, aerodynamic and cheap. However I can't boast to the world: look, I am a bike rider :-)

While I was not satisfied with the Rola roof rails I was pleased with their kayak cradles.
I have tried several brands (Thule, Thule J cradles, Rhino, "no brand", custom foam blocks, Yakima) No other cradle offers me the ability of the swinging Rola cradles and the hinged pad that contours the hull better than a fixed one.


swiveling Rola kayak cradles
Rola cradles self adjust and never create a hard spot that can lead to hull deformation (in the summer heat).
Where Rola come short with their kayak cradles is the simple nut that is housed inside the thumb wheel. While their T bolt  is made from stainless steel the actual nut on the adjusting thumb wheel is mild steel. Not the best choice of material for hardware designed to transport salty kayak. Needless to say the mild steel nuts rusted and froze onto the studs. I had to split one plastic wheel and remove the frozen nut with a spanner.
When contacting Rola for a replacement part (thumb wheel) their  reply was:
"... You will need to purchase a new cradle. Part number 25-0069 - RRP $41.00..."

I felt insulted and I want point out here Rola's poor customer service policy.
Not only the rusty nut is a design fault but I find the way the problem was handled is sub standard. It seems that it was too difficult to send me a single thumb wheel and, if Rola manufacturing is done in Australia, how hard would it be to reach for one in the bin and ship it?
I am used to a different style of customer service where a design fault is addressed and remedy is offered.
I ended up sourcing the simple thumb wheel somewhere else ($2).
I generally prefer to deal with companies that offer to repair the faulty/damaged item instead of forcing me to buy a whole new unit while the old would be still perfectly functional with just a small part replaced.
I think that companies like Patagonia for example, where repair is high on the priority list, no matter who is at fault, base their success on an ethical approach to manufacturing and customer service.
Needless to say that they are also the leading brand when it comes to REAL green manufacturing policies and practices. But that will be a future post.

.

Don't renounce the customer service

As a dedicated sea kayakers I usually seek specialized equipment to purse this highly-technical gear-intensive sport. Such equipment is generally not available from big box stores but is rather sourced from the knowledgeable and educated staff of dedicated paddling shops.
Well established businesses that have been around for a long time owe their success to a number of factors but, in this small tightly-knit community of skilled kayakers, one very important aspect of retail is customer service.
It seems that aggressive advertising can lead to a healthy customer base too since often paddlers are willing to give the "new guy in town" a go.
The initial success however must be backed by a solid customer service or the buyer has the same security of purchasing gear as on eBay.

Photo: Arden
As an avid consumer of outdoor gear I have purchased (way) more than the average share of equipment throughout the years.
I do my shopping locally, if I can (if the desired items are available for a reasonable comparable price), or I shop online to source the exotic equipment that most local retailer have not heard of.
When purchasing online I buy almost exclusively from trusted vendors that offer a serious warranty policy: if it does fail they will replace it, unconditionally.

Wow! Is that true: unconditional guarantee? How can that be possible? How can they stay in business? one might ask...

The concept of an unconditional guarantee was pioneered in USA by LL Bean in 1912.
Unthinkable at the time, he started to offered unconditional warranty replacement on items that he sold in his store. The concept was so progressive that naysayers were convinced he would be bankrupt in very short time.
Well, his retail concept worked and against all odds he became very successful.
Many vendors followed his idea and equally succeeded including now the biggest retailer of outdoor gear in the world: REI.

This policy incites me to have no reservations purchasing from a retailer that genuinely backs its products by a warranty that can be claimed when things fail.
Unfortunately not all items that I purchase are from these vendors since some highly specialized gear is not main stream and is available from only selected retailers that don't have this policy.
I have purchased several items that I wished were sourced from vendors that would back up faulty equipment.

I have noticed a recent increase in dissatisfaction from local and interstate paddlers with the purchase of some British boats. Several high end kayaks have displayed problems in manufacturing ranging from poorly assembled decks, hulls and coamings to problems in the laminate.
I had my share of bubbles in the gel coat where the fibreglass was not laid out carefully in the factory but I repaired those voids myself without inconveniencing the retailer of the kayak or the manufacturer. I did not have to and I could have had it done professionally and billed the retailer.


laminate problem on the keel line
I had also a couple of imported kayaks that had problems with the construction of the laminate and could not be repaired to a satisfactory level. I had to negotiate a deal with the manufacturer and eventually had those kayaks replaced.
I am also aware of the same laminate problem on a kayak in Tasmania and the customer has never had the kayak replaced. He is stuck with a kayak that is faulty.
Several other customers have come forward with faults on their kayaks.
Some problems were rectified by the owners of those kayaks but in too many cases the retailer has simply washed his hands of the problem.
High end sea kayaking retailing is based on repeated custom or word-of-mouth advertising; poor customer service is giving these retailers a bad reputation and is very damaging.
While their business seems to be still thriving now, eventually it will suffer.
They are not dealing with teenagers that assume faulty equipment is just the nature of the product: cheap and with a short lifespan.
Sea kayakers are demographically more mature and value good after sale service; failing them is shortsighted.

photo: Chris Walker

.

GEAR: cameras_function follows design

I photograph a lot from the cockpit of a sea kayak. I believe in having a compact digital camera at hand to to capture dynamic shots, therefore I seek cameras that fit into the pocket of my PFD.
I understand that cameras that use a small chip (CCD) have limitations, even if manufacturers want to make the consumer believe that more megapixels will yield a better picture. Images produced from a compact will always be less sharp than a decent DSLR. I am fine with that. I seek images that depict the action of paddling, often in rough conditions. A DSLR in a waterproof housing wouldn't work for me.
For the last 5 years I have been using waterproof cameras that see a lot of exposure to the marine environment. My cameras usually get wet at least once a week, often stay wet for at least a few hours and are regularly rinsed in fresh water once back home.

Recent problems with one of my cameras ( I would like to keep the brand name undisclosed but users of that camera will recognize it) had led me to investigate a bit.
It appears that my problem is not isolated, actually quite common.
The manufacturer designed the shell to withstand water immersion and impact.
The core of the chassis is made of fibre reinforced plastic. To make the camera more appealing face plates of aluminium are covering the core.
Why aluminium? doesn't that material have problems in salt environments?
Well, aluminium comes in different grades and it seems that the manufacturer used a 7000 series that, while cheap to produce, has a terrible corrosion problem in salt water.

eventually stopped working; 6 months old
Different striking colors can be used for the anodizing of the aluminium plates that offer limited protection for corrosion, however bright orange, yellow, red etc. can be used to create visual appeal.
There is a prolific use of colored anodized aluminium in compact cameras these days.
The problems arise when the aluminium is used in marine environments.

While the manufacturer is very aware of the corrosion problem (on previous models) they insist in designing the new models of the waterproof camera with the same old aluminium plates.
The dirty part is that the manufacturer is NOT willing to honor the warranty when the cameras eventually fail due to corrosion.

In my case the corrosion crept into the button's contacts and, even though the camera never had water intrusion, stopped working.
I had a bit of a "heated" email exchange with the Hong Kong warranty dept. and eventually they warranteed my camera.
A reader of Gnarlydog News contacted me and had a different story.
The official Australian importer representing that brand refused warranty replacement to him claiming that the camera was not rinsed in fresh water within one hour after salt water use.
ONE HOUR!

Erin's camera: used a couple of times, 3 months old!
C'mon. Real pictures are taken in real outdoors environments where rinsing the camera within an hour is totally impractical. To my reader I suggested to seek compensation under the "not fit for the purpose intended" claim.
The manufacturer can not expect that a waterproof camera that is designed for snorkeling should be washed within such short time.

To the manufacturer I suggest:
1)  drop the aluminium plates and use stainless steel or polycarbonate instead (other manufacturers are doing it)
2)  make sure that you design a camera that is fit for what you claim. Lab test are one thing, real world is an other
3)  honor legit warranty claims. You are doing more damage to the brand than the cost of replacing those few units that actually get used in the environment that the pretty advertising campaign suggests.

Customer service and loyalty

I often wonder why people are loyal to a brand or product.
What is it that makes them support a brand large or small?
Why would anybody praise a product?

I do understand a sponsored individual that has been paid to endorse or use a particular brand but why would an individual that has parted his/her hard earned cash to actually purchase a product than go about advertising for the company for free?
I am probably just as guilty as a lot of folk out there.
I label my products, I let people know what I use and often defend the brand if somebody seems to be rubbishing it publicly.

So why am I driven to do so?
Maybe because I am insecure and I want to convince myself that my choice was the right one and I want others to know that I have not done a mistake?
Maybe because I want to boast that I can afford those items and make myself feel superior in owning them?
Or is it something more profound that is deep in our complex human behavior?...

I took stock of the brands that I believe in and that I have been endorsing.
There are several but certainly not all.
I have a lot of gear. Really, a lot.
Accumulated throughout the years of backpacking, mountain biking and now sea kayaking I have used a lot of products.
I have also tested products and consulted to outdoor gear manufacturers in the past but those are not the companies that necessarily I am loyal to.
So why am I fond of some products and not others?
I guess it does come down to the actual use and the satisfaction of when a product performs well.
Sure, we all like to let our peers know that we have found something that is good.

But it is not always that, it is not always the products that work for us.
It's often for products that did not work out the way we expected.
What? are you nuts?
Let me explain.
After decades of using products it is just a matter of time to come across products that don't work or just fail.
Sometimes is a single unit that had a manufacturing glitch, sometimes is a design flaw for a product that was not tested well enough and released onto the market prematurely.
The fundamental thing is: what was the experience of the after sale customer service?
Yes, that's it.

I am usually a loyal endorser of a brand when the company producing the faulty item has come good when things went wrong.
Things go wrong, stuff brakes and things jam and fail.
Often is user error, sometimes is accident but occasionally there really is a fault in the product.

Brian Towell
User error: smashed by huge wave. Werner replaced paddle at cost.
And while some would just say: "this is rubbish, I will never buy it again..." , I believe in warranties.
I usually buy high end products and with it's high price tag I expect a solid warranty.
So when my bike gear, backpack or kayak related item fails (not by accident) I contact the retailer that I purchased it from.
The results are mixed: some retailers are very reasonable and when presented with a genuine warranty claim they will honor it.
Some other retailers are not so good and try to shoe you off to the manufacturer or importer directly.
They just don't want the hassle; after all there is nothing in for them.
But that's where they are wrong.

I personally resent doing business with retailers that will not help you in case of a faulty product that they have sold you.
Admittedly dealing directly with the manufacturer could be faster and better, but that's for me to decide.
So, when I had a positive experience with customer service (and it has not always been about stuff that broke, often is just advice/clarifications) I will undoubtedly praise their products.
Somehow if feels like that a personal relationship has been established with the manufacturer and knowing that they were there for you when I needed them has earned them my trust.

There are currently several retailers and manufacturers that I deal with that understand this subtle psychological factor.
Build a trust with your customer.
And while some operators are fly-by-night affairs others are in for the long run.
A word of advice to the outdoor industry: look after your customer when he has a problem and you will build a long lasting commercial relationship that most certainly will go beyond that initial sale you have generated.
After all most of us have mates and we tend to tell each other our bad or good experiences.
More so in the outdoors: it's a small world...