Shout-Out to Black Diamond – Treating Customers Right!

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.

Photo of author

Dan Carr

Founder of Shutter Muse, full time photographer and creative educator. Dan lives in the Canadian Yukon, but his wanderlust often sends him in search of images all around the world to meet the needs of clients and readers alike.

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