GEAR: outstanding customer service at REI

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 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.

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Compact waterproof cameras: long term testing

A few years back when I started kayaking I wanted to transfer my passion for photography on the water.
It was not long since I had embraced digital imaging and finally said goodbye to the film cameras.
While I noticed some drop in sharpness with my first 4.0 Megapixel digital camera compared to the Nikon FM (with quality lenses) digital images were obviously the future for me.
If nothing else the extended dynamic range alone was worth the initial drop in sharpness.
When shooting professionally (architecture) one very important aspect of my work was that the final photograph had to be very sharp.
Hasselblad gave me those desired results.
However the bulky camera was not suited for action photography or remote locations.
Schlepping a heavy and very expensive tool that I had to be very careful with ,when confronted by the elements, was fast becoming a chore that was taking a lot of enjoyment from my trips.
It was bad enough to shelter the “blad” from rain when bushwalking but I could not see myself toting around that thing on the sea, in a kayak.
The Nikon would have needed a bulky and expensive water housing to be able to use it on-water.
I was very excited when finally Olympus brought out the first waterproof camera.

MEI's current set of cameras, left to right: newest to oldest

My early attempts of housing a compact digital camera in a soft waterproof pouch proved useless; the results were worse then ghetto.
Water droplets and out of focus images were the norm, no the exception.
Olympus was offering a real waterproof camera that was compact and robust.
Finally I had the tool with me that would allow my style of images to be transferred on the water.
I don’t often photograph “sitting around the camp” or serene landscapes in dry conditions.
My preferred images are taken in rough conditions where a conventional camera does not stand a chance.
The little Olympus proved to be a winner (collection of images here)
Compact enough to be sitting in my PFD pocket I could reach for it at any time and getting it wet was not a problem.
Olympus even took care of water droplets on the lens problem.
They have a special coating that repels most water droplets. A quick dunking of the camera in the sea would clear the most stubborn ones.
The camera served me well for about 3 years when eventually some minimal water intrusion killed one memory card.
While not dead, the camera could not trusted on water anymore.

signs of light corrosion on the 720SW
In 3 years I did not bother to service the seals (recommended). At $150 a pop I figured I was ahead of the game.
I would have spent as much as a new camera. By then Olympus finally brought out a waterproof camera with wide angle lens that I purchased as replacement to the 720SW.
With improved features (better movies, better menu) the wide angle lens (comparable to 28mm) was getting close to my style of wide angle photography.
Unfortunately the quality of the 1030SW was appalling.
So far every user of the same model camera (specifically the 1030SW) that I know, that shoots in salt water, has had trouble with the camera.
Salt water corrosion being the common problem.
After only a few months the camera showed signs of corrosion (not just surface like on the 720SW) and compartment doors to battery and ports became hard to operate.
The black paint on the front panel flaked off and the lens frame with it.
Olympus "repaired" one 1030SW of mine under warranty that flooded the first time I used it in water. Eventually they replaced it with a new Though8000.
A second 1030SW had the same problems and that one got serviced under warranty too.
Without expressly saying it, Olympus admits that that particular model was a dud.

signs of heavy corrosion on the 1030SW (and that's after servicing)
However some waterproof cameras "die" way before they reach "maturity"
How often do I see kayakers using waterproof cameras while paddling without any security for accidentally dropping them.
Water makes things slippery and often tired hands become “fumbly”.
Some at least use a tether but even then a few accidents have occurred while passing the camera to an other paddler.
All of my cameras, while on water, are tethered and have a floating device to prevent them to be donated to Neptune.
A piece of minicell (closed cell foam) large enough to float the camera is essential.

fishing clip used for attaching floatie detail of reinforcement on minicell

Recently I have added a budget waterproof camera to my set: a camera from Aldi!
Yes, that’s right: a camera from the discount chain store.
Manufactured by Olympus it offers enough features to satisfy most amateur photographers.

single door on Traveler camera: battery, card and port all in one location
The quality of the images is slightly inferior to my other Olympus cameras but at 1/3 of the price of the others is not a bad one as spare for “high risk” shots (read surf photography).
Sure there are many self professed expert photographers that will laugh at the Aldi "toy".
To them I reply: it ain't what you have, it's how you use it :-)
Thousaunds of dollars worth of high end equipment and very little results to show for it... that's what I am laughing at.
What really sold me is the 3 year warranty. I strongly doubt it will last 3 years in salt water but I will make sure I keep that purchase receipt handy :-)

Sleeping mats: less is more?

One of my favorite aspects of sea kayaking is that I can travel under my own steam to remote places.
Often to reach pristine beaches I need to paddle for several days.
I am not interested in staying in resorts on my trips and camping from a kayak is the obvious solution.
I was a backpacker before becoming a kayaker and I learned to pack light and efficiently.
I can go away for a weekend in my kayak and fit all of my kit in one hatch and still have a lot of spare room.
Other kayakers are often amazed at how light my kayak is on a camping trip.
How do you do it? they ask me.
Well, I travel light, is my answer.
Travelling light means packing only really necessary items and/or using the lightest and most compact gear that fits the purpose.
If your camping experiences are limited at once a year affair it makes no sense to invest in light gear.
Light and compact gear usually costs a lot more than generic camping gear.
There are some real weight and size savings to be done with some of the most common camping items.
I have mentioned (in a previous post) that occasionally I like to take the bear minimum gear but here I would rather look at just one item of the kit: the sleeping mat.

ultralight sleeping mats, a bit less comfortable...

A sleeping mat is an essential item for me. Without one I sleep badly being uncomfortable and cold.
Without proper rest my body suffers and I don’t paddle or hike properly the next day.
Unfortunately often a sleeping mat to be comfortable can be heavy and bulky. But not always.
Let’s take 3 types of sleeping mats: the self inflating one, the closed cell foam one and the air mattress.
I dislike the closed cell foam ones: too bulky and not enough cush for my liking.
I dislike the air mattress if it comes in the shape of a conventional car camping type (li-lo).
I like the self inflating ones. I also like air mattresses if properly engineered.

For this review I have used 3 mats that offer great comfort and similar in size when inflated (the Camplite slightly wider and longer however thinner).

All 3 mats are regarded as light and compact, in their class. I have not included generic type self inflating mats since they are often too bulky for the limited comfort they offer.

left to right: Thermarest NeoAir, Exped Downmat7, Thermarest Camplite_replaced by TrailPro

NeoAir 6.3 cm, Downmat 7 cm, Camplite 3.5 cm

The self inflating ones:
I purchased my first Thermarest in 1988 and immediately loved it.

It was a marked improvement over the closed cell foam.
Despite being a bit bulky and heavy I used it a lot. I eventually got an additional one in ¾ length because it was lighter and more compact: my feet could rest on my backpack if needed (cold ground). So far I have owned probably 14 Thermarest. I have upgraded throughout the years as they became more compact and lighter. I have also bought some generic brand ones but I have regretted buying each non Thermarest self inflating mat.
They just delaminated after a while.
I had one Thermarest (the very first ultra light ones) that was faulty but it was replaced on the spot without questions. I can not say the same for the generic brand ones!

The air mattress ones:
Years ago I tried to sleep on an air mattress. While in theory it should have given me a very cushioned rest I was very cold during the night.
In a common air mattress the movement of a person’s body will circulate the air that is cooled by the ground the mat is laying on.
In a very short time the sleeper will chill by the cold air under his/her body: a very uncomfortable result.
In the dead of the summer heat such feature might be desirable but any other time of the year it is not.
There are a couple of air mat manufacturers that have addressed this problem by filling the air chambers with light material to stop air circulating.
In the Exped mats there is synthetic or down as filler.
Thermarest has addressed the problem with creating very small baffled air chambers to stop the cold air moving around.
The advantages of the new Thermarest Neo Air mat are evident: compact, light and no pump needed for inflation (mouth inflation can destroy some fillers, like down).

In the picture below you can see that the Neo Air packs incredibly small despite being generous in size and thickness when inflated.

I used a $50 bill for size comparison (greenback and OZ money, to cover all bases :-)

this top view really shows bulk savings:

NeoAir 410 g., Downmat7 880 g., Camplite 1220 g.

If your kayak is busting at the seams (no pun intended) maybe your sleeping mat could be reduced in size.
After all less is more.
(That’s not what she told me ;-)

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...