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  1. #1
    Cphobes's Avatar
    Join Date
    Mar 2010
    Location
    Weymouth, MA USA
    Insulation
    UGQ TQ
    Posts
    59

    Am I at the right website for HG??

    Hello,

    I see lots of compliments about the customer service however my experience as of late has been the exact opposite.

    I've sent a few (at least 3 in the past two weeks) emails and tried calling a few times (left at least two voicemails). None of my emails were responded to (basic questions) and I only got one call back from Adam late last week. Couldn't take the call at that time.

    The clock is ticking on my next campout and I don't want to spend $800 on TQ, UQ, pillow and tarp without a few simple questions answered.

    Does anyone know a better email or phone number than what is listed on their website?

    Very disappointed...
    -Stephen
    Elevate me...

  2. #2
    hikingdad's Avatar
    Join Date
    Oct 2011
    Location
    New Richmond, WI
    Hammock
    Any Bridge Hammock
    Tarp
    Big Daddy or OMW
    Insulation
    Burrow & Phoenix
    Suspension
    Whoopie Slings
    Posts
    1,537
    Quote Originally Posted by Cphobes View Post
    Hello,

    I see lots of compliments about the customer service however my experience as of late has been the exact opposite.

    I've sent a few (at least 3 in the past two weeks) emails and tried calling a few times (left at least two voicemails). None of my emails were responded to (basic questions) and I only got one call back from Adam late last week. Couldn't take the call at that time.

    The clock is ticking on my next campout and I don't want to spend $800 on TQ, UQ, pillow and tarp without a few simple questions answered.

    Does anyone know a better email or phone number than what is listed on their website?

    Very disappointed...
    -Stephen
    That's too bad... I know they are in the middle of moving to a new facility right now which means moving the computers and whatnot. There was a thread from them explaining this and they pretty much said if they miss your emails or calls to keep bothering them. It's sucky, but they are in transition, so I'd have some patience. My incubator is top notch!

  3. #3
    dragon360's Avatar
    Join Date
    Nov 2010
    Location
    Toronto, ON
    Hammock
    WBBB/TR, DIY, HH, SB DL, GT UL
    Tarp
    ID/OES/WB/WL
    Insulation
    HG/WB/Go-Lite/WB
    Suspension
    Whoopie/Straps/DW
    Posts
    6,295
    Images
    1
    It happens here and there. Understandably you have some questions you would like answered but with a little patience (sometimes a bit more than a little!) it will sort itself out. Try a PM from here as well. That might work.
    The key to immortality is first living a life worth remembering. - St. Augustine

    Some people feel the rain. Others just get wet.
    - Bob Marley

  4. #4
    Member justaguy's Avatar
    Join Date
    Jan 2012
    Location
    Dallas
    Hammock
    WBBB
    Tarp
    Superfly
    Insulation
    Phnx/Brrw/Incbtr
    Suspension
    Whoopies
    Posts
    64
    Adam called me back the other day after I left my second VM. You guys will eventually connect, just stay on him. Moving is always a major hassle, so I'd cut him a bit of slack.

  5. #5
    Member
    Join Date
    Aug 2010
    Location
    VA
    Hammock
    DIY 1.9 Gathered End
    Tarp
    DIY 11x9 SilNylon
    Insulation
    PLUQ & "Woobie"
    Suspension
    Toggle & Whoopies
    Posts
    65

  6. #6
    New Member
    Join Date
    Sep 2011
    Location
    Berks County, PA
    Hammock
    HHULBP w/ 2QZQ Mod4
    Tarp
    OES MacCat Deluxe
    Insulation
    HG/Golite/DIY
    Suspension
    Whoopie/ET/Straps
    Posts
    16
    Can't say enough about how great these guys are - I received my incubator a few weeks ago, on time and exactly as promised. All my emails and PMs were answered within 24 hours, and that was during the website upgrades! I didn't call, only because my questions were answered and my order placed.

    One thing to remember is that you are dealing with cottage industries. They don't have the extra staffing or the overhead for a fully staffed call center. They make excellent products that serve a really small niche, so with that in mind, I'm OK if it takes a little longer. They have lives to live, too.

    Hang in there, HG is totally worth it!!

  7. #7
    Acer's Avatar
    Join Date
    Jul 2011
    Location
    Southern Indiana Wooded Hills
    Hammock
    WBRR, BMBH UL, Diy M90 MR Gathered
    Tarp
    HG Cuben 4/Tadpole
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    Lynx/UGQ/TeWa
    Suspension
    Straps/Dutch Bling
    Posts
    3,808
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    14
    Over the weekend I waited 3-4 days for Adam to send me a paypal invoice of which he did..just give them alittle time as they are moving and putting everything back together in their new digs. Happened to me ordering a Traveler Hammock a while back when Warbonnet was moving in to new digs. Its quite understandable your desire to have questions and get items ordered. All good things come to those that wait!

  8. #8
    Cphobes's Avatar
    Join Date
    Mar 2010
    Location
    Weymouth, MA USA
    Insulation
    UGQ TQ
    Posts
    59
    Well I can understand the transitions but 1-2 weeks is a bit long. Maybe I should have been a bit more persistent.

    In any case got a call through to Adam and he was generous with his time, going over many questions I had. Squared away a concern with fabric and temp ratings.

    Ordered:
    40F Burrow (wide)
    20F Phoenix
    4seasonCubanTarp
    Pillow

    Now to wait for them to arrive...

    Thanks everyone for the input, I do know it's hard on small companies and I also know they make great products.

    -Stephen
    Elevate me...

  9. #9

    Join Date
    May 2011
    Location
    Maryland
    Hammock
    WBBB, DIY: 10', 11'
    Tarp
    WB Edge/Superfly
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    DIY, Incubator
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    Whoopies + Dutch
    Posts
    701
    Wow!
    That is some kind of order.
    I have dreams of opening a box like that.
    You owe us poor B@stards a picture of that shipment.

    Enjoy,
    jason

  10. #10
    Senior Member rip waverly's Avatar
    Join Date
    Apr 2010
    Location
    corvallis, oregon
    Hammock
    kbwaddy
    Tarp
    valesko
    Insulation
    ahurst
    Suspension
    dutch
    Posts
    1,571
    Quote Originally Posted by Cphobes View Post

    Ordered:
    40F Burrow (wide)
    20F Phoenix
    4seasonCubanTarp
    Pillow
    whoa, you're set
    "Jeff-Becking"

    DOWNTOWN BROWN!!!!

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