/ Wild Country rock recall is a farce.
Thanks for contacting us and thanks for your patience,
In the time that has passed since issuing the recall, we have re established a new production base in Tideswell; which obviously couldn’t happen immediately,
the other contributory factor to the delay was that all our stock was either tested as part of the run up to the recall, or recalled!
so when we issued the recall we had no stock and have had to start from “scratch” again in the UK.
While this has been coming up to speed, (we are at full capacity now!) it has been difficult to make definite statements about re-imbursement times.
We began shipping replacement rocks (800 claims) over Christmas,
We have made another mass shipment (800-1000 claims) this week and expect all UK claims to be completed by the end of January.
Now we have reached this stage, we discovered and resolved an IT issue wherein it appeared a number of early claims
Whose “status” appeared to have “hung up” and didn’t progress to being picked as they have should have done.
Im afraid your claim was one of them but you will have your rocks by the end of the month, with our sincere apologies.
I hope you find this information acceptable.
Thankyou for your continued patience with our recall,
Least they're being honest.
Got mine today :-)
Although I had to buy some DMM wallnuts to keep climbing for the months without them :-(
Yeah they are honest but still crap specially when a mate had his back just before Xmas after sending them off two weeks after me !.
I was keeping an eye on the other thread. It's a shame some people are treating Wildcountry like Monsanto....
Why is it a farce? They're being honest and you'll get your gear by the end of the month. Companies like WC are small companies. They just don't have unlimited resources. If they say they don't have the stock... then clearly they don't have the stock. This has obviously been an enormous blow to them and they're lucky to have weathered it. I remember a similar small company that made tents and waterpoof clothing, who suffered a fire at their main warehouse which destroyed all their stock. Despite being reimbursed by their insurance company they never managed to catch up with orders, shops went elsewhere for products, and they eventually went out of business.
Dry your eyes wet pants, you sound like a upset five year old. They've handled 1800 returns successfully, well done Wild Country I say.
Dry my eyes wet pants !!! Now that's childish,
I'm just posting my views freedom of speech and all that.
Get it out of your system.
Going on a killing spree works for me.
So's he (and I agree with him, by the way). They've gone to a lot of trouble for a few poundsworth of gear.
I will borrow u mine m8 so long as u got a MG42 lol
Was that what happened to Pheonix? Or someone else.
I've been using drilled out nuts and cord since the I sent mine off, its funny how I can use a nut on grit but not a bolt eh
I don't know. It was Wintergear that I was thinking of.
Got mine today. I am new to climbing gear but at a quick glance the nuts gland looks of a lesser finish than the previous (wonky) and the free nitro quick draws sling looks of a lesser toughness to my 'north ridge' go outdoors equivalents. Call me picky but those are my observations.
Pleased all in all with the returns process, did take a while but fair play to them. In you situation they should send you another quick draw or something to apologise for the second mistake!
I have to disagree, I think it has been handled very well. For one thing it was a voluntary recall and it must have cost them thousands in gear as well as potentially put a dent in their reputation.
Mine came back over Christmas complete with a free quickdraw, very pleased with the process and if anything it will encourage me to buy WC gear again.
Inevitably somebody got theirs first and somebody will be last, it is just the way these things work, I am sorry for the OP if he is well down the list but you know it is going to turn up soon and realistically at this time of year how many days out have been affected by it?
The North Ridge gear are just rebranded stuff from Grivel.
We climbed all the way throught the year cum rain or shine, losing our equipement because of the recall, means we buy from other manufacturers so we have the right gear so in effect buying twice.
[To the OP] Get over yourself. Grow up. Ever tried running a company? T'aint all a bowl of cherries.
I knew the WC guys from way back - Basher, Jason, Patter. Not sure whether they're there still - but stand-up guys, all of 'em. As was Mark Vallance, who founded WC.
Get over yourself. Grow up. Give 'em a chance.
How many nuts did you send back?
Oh, yeah, I remember their adds - I thought they sort of became part of Wild Country and then Terra Nova/Wild Country tents?
Yeah it's a bit shit. Two sets of nuts won't hurt though. Think of Welsh mountain routes.
Tbf Mick he's not the first nor will be the last to complain. It's a pretty bum deal losing your gear for about 3/4 months. A lot of the scraps information have been from people posting their contact with WC. Also perhaps we should be miffed that the people in the U.K were last priority (as they were when they moved production to China).
Whilst I'm fairly sympathetic and have had my nuts for a few weeks, we can't ignore that wild country are at fault here, and the odd moan "where's my nuts?" is pretty measured.
The summit harness has been recalled? Since when?
I think probably something like that. Or WC made their tents...?
To the OP I was going to ask you if that stopped you climbing. But you say yourself it didn't. So why the fuss? And having another set of gear means you can climb bigger better routes than little grit things.
Really? Hadn't heard about the harnesses having a problem. What happened? Recalls are annoying but I guess in the end you get your money back or a functioning replacement - but I guess normally you still end up paying the postage to send it back!
I would have preferred it if Wild Country had kept quiet, let me fall on gear that may have failed and killed me, my partner or both of us together, whilst they pre-emptively built up the necessary stocks to replace everyone's nuts without any delays.
What you don't know won't hurt you, I say!
As for their IT problems... Well, let me tell you, I work in the IT industry and have never even seen a single fault with a laptop, desktop, server, application or database! Where are they buying their kit from? Y2K?
To be fair, DMM's Hexes start from the largest nut (11). I understand that wired nuts can be handy in certain situations. It's kind of the wired hexes debate.
Wind your neck in a bit mate. Let him have his moan. He's actually not said anything drastic, just venting his frustration. Refer to my message 20:10.
Indeed, I've never understood why grivel do this? Especially with the Munroe axes and Monte Rosa crampons as normally go outdoors have the differently branded items side by side selling the obviously identical north ridge kit for ~20% less than the grivel. It must be hitting their sales.
The quickdraws are actually quite nice, and few places sell grivel carabiners.
Ah, but no greater pleasure...
better routes than little grit things.
Go wash your mouth out!
(Just remind me which is the irony icon?)
Ah, but to be fair to Jon, his (almost?) only grit route was an exquisite choice - Millstone's finest.
I wish my local council were as responsive and open as WC have been to you.
Not really the done thing to post an email communication from somebody without their agreement.
I've no complaints at all, I received exactly the same reply as you, and as everyone seems to agree I think they are "up front" and honest; mine were returned just before Christmas. Although it did take a while I can appreciate their problems, having to set up a new production line to address the issue demonstrates complete commitment. After using their gear for the last 30 years at least I for one would not use anything but "Rocks". Thanks Wild Country.
I think they've been very professional about the whole thing.
I sent mine back as soon as the recall notice was issued, and haven't received the replacements yet. The process has been well handled, so no real complaints there.
I'm off on a climbing trip abroad soon so am hanging back before buying some DMM like for likes to replace them before I go.
I think given that the goods sold were not fit for purpose it would have been appropriate for WC to offer the option of a refund as an alternative to the current process of replacement.
I think there are climbers out there who don't have the luxury of being able to buy another set, so are stuck, which isn't really ideal.
If you log onto the recall website where you originally registered you will be able to see where they are with you.
On Thursday I looked at it and it had a comment I didn't understand so I emailed them. I had a reply within an hour saying it meant they had been shipped and they were waiting for me when I got home yesterday.
I was also given a Xenon quickdraw for my troubles.
If you read their updates on their website and on the recall website you will have a pretty good idea what is happening.
If you send them an email which warrants a response they reply with a personal email immediately. If you send them an email which proves you can't be bothered to look at the information that they are posting to keep people updated then quite frankly you don't deserve more than a standard update email!
My only disappointment is that most of the rocks I had to send back on the 13 October were the set I got given for my birthday on the 5 October! I would rather it had been some old tatty ones with bent wires I could have sent back!
I think we should take our hats off to Wild Country for their honesty and integrity. The press is full of stories of people trying to cover things up. Wild Country have found a problem, have been open about it and have sorted it out in a relatively short timeframe, hats off to them!
better routes than little grit things.
some of the best routes are grit, hang YOUR head in shame..
Well, theyre ok for Training on if you dont Live Near real crags i Suppose ;-)
Well I've said this before, but... I do find grit monotonous - you know - approach crag, reach over the top, mantle, ad nauseum...
You need to do a few more of the traverses!
I sent away 9 rocks a few days after the recall. Last week I received a new set + Xenon QD. I have to say although the turn around time was slightly long, I am satisfied with the process and updates I received.
It's no mean feat to recall, destroy then produce, test and distribute over 1900 units - never mind the admin nightmare that must exist within doing so.
Thankfully not having a set of rocks for a few months has not impacted my or my family's quality of life, and could be described as a 'first world problem'. . .
Fair play to WC for doing such a thorough job of the recall.
Well done Wild Country. Finally get my nuts back after 3 months, 16 of them all the same size #1
Not bad considering I sent and noted
Classic set 1- 10 (number 8 missing)
Anodised set 1 - 8 (number 8 missing)
Seems like they've been excellent in the communication, honesty and corporate responsibility stakes, but a bit hit and miss with the logistics.
Don't just write em off, ask them for some addition compensation/good will say ~20% of what you've sent back for your trouble. Given the circumstances, a crab seems fair for upto a month's turn around. If I'd waited longer, I'd want more than that.
Time to go and find some hideous thin crack to climb.
Perhaps they were logged by WC as size 1 x10 and annodised size1 x8.
Lol, it could take some finding :-)
btw. I got 16 x #1 Classic
"I've been climbing for blah blah, and company X haven't treated me as their golden child, so I'm spitting my dummy out of the pram."
Or would you rather have taken a big fall on a highly-unlikely but possibly under-swaged nut?
I sent mine off couple of days after the recall, still haven't got them back - it's not the end of the world, my DMM wallnuts have taken up the slack quite happily, and I've nothing but respect for WC in undertaking a voluntary recall of such a scale. 10/10, would buy again!
Sorry to hear about your wonky nuts gland. I hope it gets better soon ;-)
Blimey didn't intend to cause such offence in saying farse obviously your all share holders !! Or haven't vented such anger on a nice jamming crack ! Just posted the email to give people some information but of you've a problem with that tough get a life.
Havent even sent mine off yet.
I wonder how many will hit the second hand market..
Hmm... I suspect that your projects are going to require more step kicking tactics (antics?) than WC products!
'Do I terrify myself?
Very well then, I terrify myself...'
(With apologies to Thoreau.)
That sounds like a good response , I would be happy with that explanation , you should lighten up.
Do they only replace rather than offer a refund option?
I'm sticking up for WC on this one, what Jon said (which Millstone route Jon?), but that is quite comically bad. We need a tick list for you that requires only WC 1s.
We could ask WC to return your originals if you like?
I need to know where you're buying your IT kit from.
German school is good for small nuts
They only replace .
Six inch nails mate, six inch nails - all the way!
He ain't gonna say - so I will. The awful thing is... it looks like he's pissing up it. Life? Unfair?? Happen it is. Just happen it is.
Oh, I see, I thought we were talking about a first ascent of Jon's at Millstone.
Would you rather they let you climb on sub standard kit??? Mine only arrived a few days ago - imagine how many thousands of customers they have all over the world all needing replacement nuts!
Always better to be safe than sorry , a friend had his replacement wires last week but didn't get the complimentary QuickDraw. I'm still waiting......
I've used Wild Country since my first harness in 1984 and just bought another of their harness's last year. I have never, ever had anything but praise for this great wee British climbing company!! Well done lads, keep up the great work.
Stokienomad, sorry, you've had your vent, now smell the coffee?
I pretty much only Buy Dmm gear now as I would rather rely on something that's made in the uk. Making things in China just seems to reduce quality while keeping costs to the user the same.
WC have re-started production in the UK. And I got my replacements yesterday woo hoo!
Yeah so I wont buy BD gear but DMM and Wild Country make some good stuff
Seems were paying the price for there screw up obviously more profit for them via china than threw are country,s work force, Voluntary recall or not you don,t voluntary risk your life we should of been given the option of money back so we don,t have to put up with all this faff.
I find the recall quite reassuring.
A small company has risked (or reinforced?) their reputation for providing dependable kit that people trust their lives to, and spent a LOT of money and risked future sales and reputation.
Alas all my wires are 20+ years old (apart from the set of WC rocks I bought recently) and so I wasn't able to get any 'free' quickdraws.
Having said all that I wonder what all this recall kit will do to the market.. GO are already selling Xenon quickdraws for less than 8 quid and when the market is flooded with replacement wires the price must surely drop.
Anyone old enough to remember chrome bumpers will know the story of the Ford Pinto. Allegedly Ford were aware of a design defect that would lead to explosion and fiery death but allegedly calculated that paying out damages would be cheaper than altering the design. Allegedly.
Huh? What flooding? They're replacing like for like.
Sorry, forgot this was ukc and we must argue.
I should have added:
Presuming that some people will have bought replacement wired protection notwithstanding the fact that the recall happened over winter when most (but not all, no figures are available to me) people are not* climbing, the market may be flooded (or at least made a little wet, nothing like the wetness that some parts of the county are experiencing due to the unseasonable mild weather and flooding) by a large, but not immeasurable, amount of people having found themselves with a surplus of wired protection that they may wish to sell on thus driving or at least persuading the price down in accordance to the laws of the elasticity of supply and demand.
*edited to add the not, by which I meant to say that most people don't climb, or climb indoors where they don't need wires over the winter.
UKC seems to be making me grumpy
This is the third time I've tried to submit the edited post and all I wanted to do was add the "not"
Seems if I go to the Rocktalk part of the forum all the edits are there but none of them are there if I view this topic via "forums latest".
Very nicely summed up. Wild Country has spent a lot and risked a lot doing the right thing. I look around me in the world and see that degree of integrity very rarely indeed.
Big up to Wild Country for looking after us all!
Wild country were owned by DMM, when they took they're production overseas IIRC.
I think what he meant was that folk have gone out and bought wallnuts due to not having any wires at all, now they have got their rocks back they are selling them as they now have no use for them. We've already seen a couple of sets for sale on here.
I've still no wires back but they'll get here when they get here, wires are disposable anyway, I be happy with a new set in a year or two, have to replace them every couple of years anyway so my buying new stage has been bought forward a bit but I'll have the next set 'in stock', makes no difference to me in the long term.
That's just GO's business model. When all the independents are gone, you'll long for the days when there was a shop that you could just pop into pick up a single wire, or a block of chalk and have a chat about local routes, rather than a 50+ former checkout girl from when the store used to be a supermarket.
The Sheffield branch of go-outdoors always has friendly, knowledgable staff, although I've never been into any of their other branches.
I'm not sure why they get such a slating on here but it seems people tend to put them in a similar league to Decathlon.
I visit both GO and Decathlon in Sheffield and there is no comparison. Some of the staff in GO actually know something. (There are the odd one or two who can't be arsed, especially the one who pretended to look for some rock shoes and said they weren't in stock then I bought them via the internet site and they were there in stock for collection 3 hours later!) Decathlon seems to employ people were missed the queue when civility and helpfulness were handed out. I don't expect every person to know a lot about everything in a store but I do expect them to make the effort to find out instead of just saying "sorry, don't know"!
I go in Decathlon when I want something that both they and GO sell. See if Decathlon have it on offer, which they frequently do (A marketing exercise, or an attempt to make GO sell it very cheap?), then go to GO for the price match/10% deal. (I am a Yorkshireman)
And put more nails in the coffin of our high streets. Why not ask an independent if they'll price match and support a small business rather than lining the pockets of Hedge Funds.
I found similar woeful service at Cotswolds in Preston but this was several years ago to be fair and maybe I just got the only knobhead in there. However, we are all contributors to the 'GO' phenomenon as 'we' as consumers strive to get the best deal we feed the monster of the industry.
Personally I have found a balance that really suits me, for general stuff I simply order from a well known shop in Keswick as their mail order system and stock levels is second to non. If I need an odd wire, try on boots etc I'll pop in to the well known shop in Hathersage and do business there. Ok, I may not get the cheapest but money isn't everything, service, availablity and aftercare are equally important to me. I have never been in a GO Outdoors in my life. Horses for course though.
I do tend to buy from independants, but sometimes, for convenience and the fact that I am skint, the chains get my custom. The only people locally who sell my favoured rock shoes are GO, so I buy there rather than on the net, but do take a net printout to reduce the price. I have tried the 'can you match the price' approach in independants and almost every-time have been rebuffed, even when standing there with card in hand.
I do not go to a store, try stuff on and then buy it off the net, I try to have some scruples!
I do try to support independants, but they often do not try to support themselves.
+1 Mick - got my rocks back yesterday so all good with me :-)
There's at least a couple of people in the Oxford store who know about stuff.
As I remember it GO started off as a small independant (as did Halfords and Dixons)
I got mine friday so no need for me to moan anymore. So i'm alright jack. Will find somewthing else to whine about though.
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