View Full Version : Businesses just don't do this... Thanks Dale!

03-26-2012, 20:47
I have had some great experiences since finding this crazy place. Great experiences out in the creation. Great experiences with new friends. And great experiences with some of the friendliest business people I've ever dealt with.

I bought an Incubator from Adam and Jenny a couple of years ago. I was having trouble with a little CBS, and Adam was fiddling with designs, so HE contacted me, and asked me to send my Incubator back. He was "upgrading" me to a new prototype Incubator. He didn't have to do that. I've never had CBS since. I'll always buy from Hammock Gear.

Well... I'm a believer in Tree to Tree Trail Gear and the hammocks that those boys make. Hammocks are as individual as people, and some of the other, more popular hammocks just didn't work for me. It took one time in my Light Hiker to know I'd found a great fit. It's still my favorite hammock. When Dale announced a 1.1 dbl Switchback, I immediately grabbed one of those too. I wanted to try a netless hammock, so when they became available I bought a 1.9 SL netless Switchback to finish the TtTTG collection.

When the WL Lite Owl came out, I grabbed one of those just to try something different. I liked it well enough that I could let my netless Switchback go. Here is where the story begins. Quite an introduction.

I took the netless Switchback to the fall Texas hand at Fairfield this last November, and A LOT of people gave it a test drive. Enter USER ERROR. Without naming any names, I let some try it out that probably tested the limits of the hammock. It never seemed to budge - bombproof. Alas, no one wanted to buy it. That really isn't bad news. I'd just try to sell it here on the forums, or just keep it. You can't have too many hammocks.

Enter USER ERROR again. I listed the hammock and HobieCat did his best to whittle me down on price, but finally gave in. I sent it, and he said "Shane, this thing has issues." I said "Send it back." No harm no foul. I should have looked over it before I listed it. Turns out the hammock had a spot on one of the sewn channels where it had been stressed and, for lack of a better work, ripped.

Enter Dale @ TtTTG. I contacted Dale about a possible repair of the hammock. I explained that in no uncertain terms, the cause of the damage to the hammock was user error - too much load. Dale said "Send it back and I'll just send you a new one." Whoa. I tried again. "Hey Dale, what about I pay for a simple modification? Cut off the damaged end, re-sew the channel, and it'll just be a netless SL Light Hiker?" Dale just said "Let me send you a new one."

Today, when I got home from work, a package was waiting from Dale. It's a brand new 1.9SL netless Switchback. Dale's only request was that I pay it forward someday. I'm still trying to figure out how best to do that. I just wanted to take a couple of minutes to post this here. Some already know about Tree to Tree and how they go out of their way for their customers. This is for those of you that don't. Businesses just don't take care of customers this way any more.

Dale, you have a customer for life, or for as long as you are in business. Thanks buddy. I hope I get a chance to hang with you some day.

03-26-2012, 21:00
I got to meet Dlae last year at Mahha and he is a Stand up guy,very nice and a Joy to hang with .... i hope to see him again at spring Mahha ;)

03-26-2012, 21:05
We need a LIKE button.

03-26-2012, 21:30
A fantastic experience to have! Some really great vendors here.

03-26-2012, 21:35
It's been my experience that cottage manufacturers like Dale and the other vendors on our forum have a different business model than the rest of the universe!

I believe that one of the reasons we are so passionate about our gear is because we feel like we know the people that made it.

Thanks for sharing that well deserved praise!

03-26-2012, 21:43
Nice story Shane. I agree with MAd777, They really treat you right or go way above more than they have to.That kind of service always breeds the customer loyalty. Good luck when you decide to PIF!

03-26-2012, 21:56
that is a pretty sweet story :)

03-28-2012, 06:41
I am not surprised at all to hear your story, Shane!


03-28-2012, 07:43
Nice outcome.
I had a similar sort of experience with Hennessy Hammocks.
I ordered a hyperlite A-sym and associated fly.
When I received it, the fly was stuck together very badly like it had been subjected to heat or something. I could "unstick" it but it was taking 10 minutes each time. Eventually I put it away and just used an ordinary tarp for local trips etc.
Anyway, about six months later I was heading off camping overseas to a tropical location and thought the HH would suit my purposes but didn't want the added weight of a standard tarp.
About two weeks before, on a whim, I emailed HH and told them what had happened. Without hesitation or question another was underway that day.
Now HH is in Canada I believe and I am in Australia. It could have been too easy to put this in the too hard basket and told me to go on my merry way.
Instead I received the fly just before I left and made good use of it for about three months while we were away. It was awesome. Even my mates tried to pinch it whenever I was away.
That's service hard to beat.

03-28-2012, 09:13
Its good to see that - in times of Globalization and TSR - cottage manufacturers and clients keep up with good old business concepts. Gives me hope for the future of my children. Keep it up, guys ! I wish we had more of your type of cottage manufacturers in Europe.

03-28-2012, 16:56
Camped beside Dale at MAHHA last year. Great guy. :)

04-12-2012, 08:53
I had a similar experience with ULA. I bought an Ohm two weeks before they made all the accessories part of the package. I wanted to purchase two of the hip belt pockets and a few other things. Instead of charging me, they told me that since I bought my pack right before the switch, they would just send me the accessories free of charge. Two days later I had my things and I was a "happy camper"! The vendors and businesses within our camping community are some very humble and helpful people!!

06-01-2012, 17:23
It's been my experience that cottage manufacturers like Dale and the other vendors on our forum have a different business model than the rest of the universe!

I believe that one of the reasons we are so passionate about our gear is because we feel like we know the people that made it.

Thanks for sharing that well deserved praise!

I have no experiece with hammocks. I am just trying to learn. I some how got Dale on the phone because I wanted to know what a PSE was. He was kind enough to spend about 30-40 min. educating me about hammocks. Fantastic guy!!!

06-06-2012, 10:47
Wow, this was a good read! I've only ordered from them once, but their customer service was incredibly friendly and did well and being on a "personal level" which is a rarity these days in business. Highly recommended :)

06-06-2012, 17:36
also good to know when the forum vendors go "above and beyound the call of duty". I have always had excellent service from the vendors on the forum.