UKC

Hi,
I'm trying to get in touch with the mountain hardware for some tent spares. Another post on UKC indicated peter.rostron@mountainhardwear.co.uk was the contact, but this domain no longer exists. Anyone any ideas. There international HQ isn't replying either.

Thanks.

In reply to David Coley:

Bump. someone must know how to get in contact with Mountain Hardware (UK). Please.

In reply to David Coley:
You may have already done this.
From their website at: http://www.mountainhardwear.eu/customerService_contactUs.html

Please note: Mountain Hardwear Europe and UK is a wholesale manufacturer only. Please contact your Mountain Hardwear Dealer for sales, returns, exchanges, or basic product questions.

CUSTOMER SERVICE

In Europe
e-mail: Europe-info@mountainhardwear.com
phone: +33 390.22.08.00

In reply to RichMoss:

yep done all that, thanks

big black hole

In reply to David Coley:

Try Google translate to turn your email into pidgin French (or do it yourself). It's possible your email is going to someone who ne parle pas Anglais.

In reply to David Coley:



Surprising. When I bent a tent pole, I went to Cotswolds to order a replacement and their contact at Mountain Hardwear couldn't have been more helpful! Replaced the pole for free, even though I didn't even have a receipt for the tent, which was a couple of years old! This was a few years ago now mind...

In reply to David Coley:

Good luck , mountain hardware are grate for taking your money and not keeping up there side of a warranty .They will not reply to e mails .I have a £600 TENT with a pole problem that they now about and they will not do anything about it .When they had a uk importer,they repaired poles for free .Since they have moved to europe. i have tried contacting many times with no joy .THANK YOU MOUNTAIN HARDWRE

In reply to David Coley:

I had an address "up France". However having sent a product to them for which I had no receipt. (present). I haven't
received a response. I think having been a big fan I'm a sad dissapointed customer, who may well look elsewhere in future. Good Luck Pedro.

In reply to julian allen:

I had a Similar Complaint ,well known Fault with the M.H Trango tents the Groundsheets weren't fit for purpose think tea bag! I was told they weren't
Meant for Scottish wet weather and only suitable for Snow and Expedition use
However a month previously my mate sent his back with sane problem and they gave him a brand new Tent ! ( and his was a 2nd hand job from eBay they told me after spending £13 posting it back that it was indeed Faulty however I had to provide proof of purchase , who keeps a receipt for a 10 y.o Tent ! My mates was swapped over without any problem or proof of purchase so I guess I just depends on who's dealing with your complaint .... I no longer buy anything from M.H no great loss defo not
Close to the brand and Quality of kit there were Renowned for In my opinion

In reply to David Coley:

Wow! It sounds like their customer service has taken a massive nose dive! I wonder if that's why I don't see so much of their gear in shops nowadays..?

In reply to ScottTalbot:

Shame some of the old kit was Dynamite! I think they thot we'll do what Arcteryx do
Crazy colours and hefty prices and forgot about the Quality and customer service along the way. Any of the decent MH stuff can be found heavily discounted online.

In reply to julian allen:


The thing is, that for wholesale importers... They do not need to talk warranty with individual people, one needs to go via the proper channel, which is the retailer you bought the equipment or at the very least a retailer that sells the brand.

Think of it with cars, if your Fiat breaks down during the warranty period, you don't call Fiat in Italy. But the retailer that sold the car to ya (or an offial Fiat repair shop).

In reply to David Coley:

Contact Columbia, they own Mountain Hardwear and will be able to assist

http://www.columbia.com/customerService_contactUs.html

In reply to David Coley:

I finally got a reply from them using this address about 6 months ago.

support@customercare.zendesk.com

Took a while, and I wasn't happy with the outcome.

What was the 'well known issue' with the Trango groundsheets? Any particular recalls, models affected, some years and not others etc? Mine has been pretty good until recently. Last weekend it was sopping wet inside after pitching on some damp grass overnight.

In reply to Bjartur i Sumarhus:



Thanks. I've done this as you suggested and have had a reply from Columbia, who have passed my email to MH. It will be interesting to see if that stops it falling into the same hole.

In reply to David Coley:

If you get no joy, stick up a polite post on their Facebook page (If you do FB) explaining that you can't get hold of them despite trying several methods. Most businesses will monitor social media regularly. Of course it also has the added impetus of being a very public place to complain...which certainly can speed up response times...

https://www.facebook.com/mountainhardwear/?fref=ts

In reply to David Coley:

Well I ended up getting this rather stunning email from them. Remember two things: 1. I had already tried various shops to get the spares. 2. I was only looking for a spare part for a tent pole for a tent they still make and sell, not anything strange.

Thank you for your email and for your interest in our brand.
You own a tent from our range and you are now looking for some spare parts.

"Unfortunately we do not have any stock of spare parts available, so that we will not be able to supply a replacement.

As said in my previous email, the first thing we suggest is that you go back to retailer where you bought the tent, as they can be of assistance.
The stores we deal with are aware of our warranty policy and are usually happy to help Mountain Hardwear consumers with their faulty products.

You can also go to an outdoor specialist in order to see if you can buy compatible spare parts in a store.

We hope you will find what you’re looking for."

So in the end they basically say "give up with us and see you can find someone that might have a part from something else that might fit"

I would be very careful about buying anything from this company.

In reply to David Coley:

Ring up Cotswolds rock bottom in Betws, they have a bucketful of tent pole odds and sods upstairs, might work out.

I had the same problem with a MH tent, can't remember the make but I couldn't get any so bought some Easton poles from the States via a bidding site, cut them to size, retreaded them and worked fine. I totally agree about not buying from them, after care is a nightmare and not only with tents.

Hope it works out!

In reply to Denni:

I have now got the problem solved by buying some spares from Scottish Mountain Gear (as recommended by a UKC'er). An awesome company who dealt with my enquiry fast and sent me the parts rapidly. I recommend them highly.

In reply to David Coley:

Good recommendation. They look much cheaper than the Terra Nova replacement poles at first glance, which is good to know.