In the past I’ve mentioned a variety of customer service experiences on this blog because I think these things should be factored into purchasing decisions. I often find similar products from competing brands at roughly similar price points, so it’s good to know how a company will react to a warranty issue, or simply a technical support query. Since I have a voice on this blog, I’m happy to occasionally share these experiences so that you can keep them in mind when spending your hard-earned money.

I recently purchased a set of Black Diamond gaiters for hiking, and unfortunately one of the plastic buckles for tightening them broke on only their second trip. It wasn’t impacted, but the day was a cold one and I believe the cold temperature revealed a flaw in the plastic moulding.

I followed the simple support section on the Black Diamond website to submit an email and a photo of the problem. They quickly requested a copy of my receipt, and once they had that, they shipped a replacement set of gaiters to me with FedEx immediately.

They score huge points for this for a few reasons:

  • The support section on their website was simple, concise and worked correctly with no bugs. (Often not the case, I’m looking at you, Drobo)
  • They responded very quickly, and the response used understandable English. (Also often not the case these days)
  • They used FedEx, instead of ground shipping, so I had a replacement via air in two days!!
  • They didn’t mess around trying to fix the issue, they (amazingly) just shipped me an entirely new set of gaiters.

Black Diamond gear is a little more expensive than some other brands, but if they are going to stand behind their products like that, they’ve won a customer for life, and I’ll have no qualms recommending their products to people.

You may like


Support the site - It’s easy!

Did you find this post useful and interesting? - I’ve invested thousands of hours into creating the content you find for free on this blog. The best way to say thanks is to use the product links in the post when you make your purchases. I may make a small commission when you do this, and that helps to keep the site running. Click here to find more links that support the site, or use these primary ones: B&H PhotoAmazonAdoramaThink Tank (free gift on $50+ spend)MindShift Gear (free gift on $50+ spend)Coffee
Thanks for your support and readership!