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  1. #11
    clusterone's Avatar
    Join Date
    May 2017
    Location
    Hunstville, AL
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    Dutch Wide , WB Sock, BIASbuginato
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    Quote Originally Posted by clusterone View Post
    Did you check that spam folder? I recently went back and forth with support and had daily helpful responses...
    PS - I went ahead and also dropped them a line on your behalf incase emails are getting lost in transit. Will let you know when I get a response.

    Also, I have a large or maybe xl belt, new if needed. Assuming Haul belt will work.

  2. #12

    Join Date
    May 2018
    Location
    Savannah, Ga
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    11' SLD Lair
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    SLD and HG WP
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    I ordered a replacement part for a well known stove maker 5/16. Still
    haven't heard back. I am pretty confident that when I emailed about
    it I was told in an auto response it could be two weeks before they even
    replied due to busy season. I wont name the company bc I am
    not 100% positive that was the reply. It popped up when I was sending
    the email.

  3. #13

    Join Date
    Jul 2017
    Location
    Cary, NC
    Hammock
    So many to choose from
    Tarp
    Depends
    Insulation
    Love some down
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    84
    In my opinion, I think that they have gotten too big for their britches. Too many stories about not responding and sub par quality. I thought that I read that some of them were hiking in Ireland recently, but not positive for sure if if they are back. I was looking at a couple items, but can't pull the trigger due to some of these concerns. I never heard of any problems until the last year or so. Too many other quality vendors out there who want your business.

  4. #14
    Senior Member
    Join Date
    Nov 2012
    Location
    Minneapolis, MN
    Hammock
    WL Lt Owl
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    Warbonnet Outdoors
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    Burrow/Incubator
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    Tree straps
    Posts
    1,085
    Quote Originally Posted by MikekiM View Post
    Not what I would expect from Z-Packs...

    I reached out regarding replacement webbing for my Arc Blast hip belt... I got crickets so far.

    Z-Packs doesn't have a presence here that I know of, do they?
    You are dealing with a small cottage company. The reason you enjoy their products is they are experienced hikers and design products utilizing their outdoors experience. They are likely out gaining more experience to design even better more attractive products. They keep their prices low by keeping their staff small. While they could have 24 hour customer service or subcontract work overseas, you'd rather not have them charge more or produce an inferior product.

    With the recent passing of Marty of Wilderness Logics, I hold dear how fortunate we are to have access to some of the niche products we do.
    Questioning authority, Rocking the boat & Stirring the pot - Since 1965

  5. #15

    Join Date
    Oct 2014
    Location
    Watkinsville, GA
    Hammock
    Hammeck Netty, Dutch Argon
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    TP/SF/TF
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    HG,WLSS,JrB,UGQ,LL
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    LW straps/Becket
    Posts
    257
    Quote Originally Posted by gunner76 View Post
    If the only way to contact a company is via email and or fill out a contact form, them I do not do business with them.
    I try to never say never but this is very close to truth for me too. Email-only is bad enough but I get it for small vendors. However the contact form is the worst way to communicate, IMO.

  6. #16
    MikekiM's Avatar
    Join Date
    Sep 2015
    Location
    East of Montauk, NY
    Hammock
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    HG DCF Stnd + WP
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    Quote Originally Posted by clusterone View Post
    PS - I went ahead and also dropped them a line on your behalf incase emails are getting lost in transit. Will let you know when I get a response.

    Also, I have a large or maybe xl belt, new if needed. Assuming Haul belt will work.
    Thanks.. I don't need a new belt. The padded portion is fine. I just want to add a little length to the buckle webbing so it's easier to grab.

    Thank you to all of you who responded. We're talking over over a week to get a response from a company I purchased a pretty expensive pack from. I don't buy that they are out hiking. Not cool that them being out hiking could be the reason I am not. Simply bad business.

    I love their gear, but this puts a serious damper on my desire to buy from them again.
    _______________________________________
    The difficulty of finding any given trail marker is directly proportional to the importance of the consequences of failing to find it.

    You wonder why I love to sleep alone, in the woods, in a hammock.. I wonder why you don't...

  7. #17
    OneClick's Avatar
    Join Date
    Mar 2012
    Location
    invalid value
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    Probably out of business.

    Just kidding...I do wonder about those thread titles. Glad you didn't go that route.

  8. #18
    Senior Member Tyroler Holzhacker's Avatar
    Join Date
    Sep 2016
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    Irgendwo Anders
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    DH DL Sparrow/SL Darien
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    911
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    I am ok with Email responses so long as the response is a day or two. A whole week of not hearing back is very poor customer service IMHO. That kind of poor customer service doesn't go unnoticed in the tightly connected social media world we live in today, and once bad PR gets out, it can really damage a brand as said PR goes viral. That said, the best practice for customer service (IMHO) will allow a customer to talk over the phone live to a vendor. The vendors that offer the option to speak live with them is the vendor that I will prefer to buy from if the product sought after is comparable to another vendor without phone access. JRB (Original owners), Dutchware Gear, and Loco Libre Gear are always ready and willing to chat with their customers about gear and steer them in the right direction. They are the epitome of great customer service.

  9. #19
    MikekiM's Avatar
    Join Date
    Sep 2015
    Location
    East of Montauk, NY
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    Sad to report I still haven't heard from them..

    I have a few items in my cart totaling about $220... All it would take is a response from them with answer to my question and I would finalize the order.
    _______________________________________
    The difficulty of finding any given trail marker is directly proportional to the importance of the consequences of failing to find it.

    You wonder why I love to sleep alone, in the woods, in a hammock.. I wonder why you don't...

  10. #20
    cmoulder's Avatar
    Join Date
    Nov 2017
    Location
    Ossining, NY
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    DH Darien #6235, #7111
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    HG hex, hex w/door
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    Wow, sorry to hear this. Shades of the old Zpacks I first purchased from in 2012.

    As you know, my friend Jimmyb got an Arc Haul that was so shoddily constructed that he ended up making his own and his missus'(!) packs. I've got the pics he sent me (somewhere on my HD) that demonstrated the heinously bad sewing.

    One might wonder if they'll soon be selling out to a mass market biggie.
    Perfection is achieved not when nothing more can be added but when there is nothing left to take away.

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