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jimmy benson
(biggyshorty) - F
Disappointed in Mont-Bell on 12/19/2012 14:06:44 MST Print View

I just got a brand new Montbell jacket and it is showing a tear already - when I contacted them, they asked that I return it first and that they would replace or repair within 4 weeks time. This is incredible to me, as I am using the jacket daily and it is brand new. Has anyone had a similar experience?

Konrad .
(Konrad1013) - MLife
Mont-bell customer service on 12/19/2012 14:13:45 MST Print View

Outside of small cottage manufacturers, it's pretty standard to return an item for warranty first before a replacement is mailed out or a repair is made. How did the tear happen? Which model jacket was it?

michael levi
(M.L) - F

Locale: W-Never Eat Soggy (W)affles
re on 12/19/2012 14:14:39 MST Print View

I'm not sure what the problem is here, they offered to repair it.

jimmy benson
(biggyshorty) - F
well... on 12/19/2012 14:22:07 MST Print View

I know its standard practice, of a sorts, and I understand it (I own other montbell products I love, like the hugger sleeping bag). But seeing as how I literally JUST bought this (and directly from their site) it bothers me that there isn't an understanding that I'm not trying to rip them off, but that I want a functional usable jacket. I don't have another rain jacket to use for the 4 weeks (plus holidays/new year time?) that they'll take to turn it around. Just disappointed. Do you think I'm overreacting?

michael levi
(M.L) - F

Locale: W-Never Eat Soggy (W)affles
re on 12/19/2012 14:26:38 MST Print View

Yes you are overreacting. You tore it, its your fault. You could easily take it to a fabric store and have them fix it in literally 2 minutes.

jimmy benson
(biggyshorty) - F
wrong on 12/19/2012 14:40:39 MST Print View

I definitely did not tear. The inner lining where the elastic is for the waist tore on its own. this is most certainly shoddy workmanship, not some user error. Your assumption that it was me is very curious.

Travis Leanna
(T.L.) - MLife

Locale: Wisconsin
Re: wrong on 12/19/2012 14:58:35 MST Print View

Did you purchase directly from Montbell? Or another retailer?

jimmy benson
(biggyshorty) - F
yes on 12/19/2012 15:15:22 MST Print View

Read above please, I did buy from them.

M B
(livingontheroad) - M
expectations on 12/19/2012 15:20:00 MST Print View

Your expectations are out of line.

Send it in, so they can inspect and repair/replace at their discretion.

If its clear it was a mfg defect and they do a repair that doesnt make it like new, then you would have a complaint.

Not clear from your post where the tear is, etc. If it starts in a seam, its probably a mfg defect. If its in the middle of a panel, probably not.

If it uses UL fabrics, tears are easy to come by, and repairs will be more unsightly than the tear possibly, although functional.

I have a small hole in a nanopuff just from holding a puppy. Sharp puppy claws and fragile fabric dont mix.

Edited by livingontheroad on 12/19/2012 15:23:57 MST.

Stephen Komae
(skomae) - MLife

Locale: northeastern US
logistics on 12/19/2012 15:37:58 MST Print View

I fail to see how it's reasonable to expect that a company repairs (or replaces) your jacket *before* you send it in. In order to do such a thing they'd need to inspect it to see the correct course of action. This being regardless of whether or not the item is brand new, or whether it is a manufacturer's defect or not.

Brett Peugh
(bpeugh) - F - M

Locale: Midwest
already there on 12/19/2012 16:15:27 MST Print View

They should have sent you a new jacket while they fixed the old one and just put a lean against your credit card for the amount until they can determine what went wrong with it. That is what Golite offered me one time with one of their products. REI also. 4 weeks is alot and I know where you are coming from as I have dealt with Montbell before and found their customer service and warranty to be less than stellar (mainly because it seems to be centered out of the back room of their Boulder, CO store by the sales floor staff). It should not take more than 2 weeks and a few days as they should be able to figure something out about the jacket within a day or two and it only takes a week to ship it to there and another back from any point in the contiguous USA. Montbell's stuff is great as long as it never develops a problem. I have had two issues with them over the past few years and will never buy anything from them ever again.

Ryan Smith
(ViolentGreen) - M

Locale: Southeast
Re: Disappointed in Mont-Bell on 12/19/2012 16:42:02 MST Print View

I agree that 4 weeks is a long turnaround time by today's standards. Unreasonable? Probably not. Them taking the time to decide whether to repair or replace instead of just replacing is OK in my book. This should make us really appreciate the cottage industry & the Golite's of the world and how over the top they go to please their customers. Solid example of good customer service vs excellent customer service.

Ryan

eric chan
(bearbreeder) - F - M
pass on 12/19/2012 17:32:23 MST Print View

montbell is not a cottage manufacturer ... they are a pretty good size international brand

companies like EB, OR, MEC, REI, etc ... will take care of you regardless of anything very quickly ... you can return, exchange for ANY reason at all

so will retailers like backcountry

buy from companies or retailers that make you happy ...

Konrad .
(Konrad1013) - MLife
Re: pass on 12/19/2012 20:25:09 MST Print View

Eric,
I don't think anyone was saying Montbell was cottage...we were saying exactly the opposite. I agree with you, there are def some big retailers that are an exception to the rule. I blew out a pair of OR crocodile gaiters, called them up, and they told me that they would have a pair mailed to me ASAP and to just to return my busted ones whenever I got the chance. Now that's trust.

Greg F
(GregF) - F

Locale: Canadian Rockies
Return Policy on 12/19/2012 20:47:58 MST Print View

Are you still within the return window? If so i would just return the item and buy a new one and would expect the company to accept that. If the return period has expired than I think monbell is being reasonable. Although their are companies with better policies they are being reasonable.

Jennifer Mitol
(Jenmitol) - M

Locale: In my dreams....
Returns/exchanges on 12/19/2012 21:04:22 MST Print View

I had an exped synmat UL7 for a few months when the baffles started to burst inside...creating a big hump in the middle. They asked me to take a photo of it and email that...then they just sent me a new pad. They told me to take a knife to the old one and that was that.

Then after two years the leash clip on my dog's Ruff Wear pack harness started to come loose...again, I took a cell phone photo of a VERY worn and ratty pack that really needed to be replaced anyway...Ruff Wear just sent me a brand new harness...AND pack.

I never expected that from either company...but it certainly was very nice to deal with.

Perhaps try emailing a photo of the tear to their customer service and see what they say....

Edited by Jenmitol on 12/19/2012 21:05:13 MST.

eric chan
(bearbreeder) - F - M
Re: Re: pass on 12/20/2012 00:44:57 MST Print View

I blew out a pair of OR crocodile gaiters, called them up, and they told me that they would have a pair mailed to me ASAP and to just to return my busted ones whenever I got the chance. Now that's trust.

which is why i buy OR stuff ... or EB ... or stuff from MEC/REI, etc ... even if its not the "very best", or the flavor of the month at BPL, or the lowest price ...

theres a lot of people on here with stuff they found out didnt work or didnt meet their expectations, or just didnt fit em ... and im always puzzled personally as to why they didnt just buy from somewhere with a total no questions asked guarantee ...

i suspect in the long run youll actually save money

Arapiles .
(Arapiles) - M

Locale: Melbourne
Re: already there on 12/20/2012 01:58:32 MST Print View

Just to draw a distinction here - Mont Bell in the US is not Mont Bell Japan, it's their local distributor. I wouldn't expect Mont Bell in Japan to be quite so .... bureaucratic. So perhaps the thread should say "Disappointed in Mont Bell US".

jimmy benson
(biggyshorty) - F
I'm glad this generated insight... on 12/20/2012 08:17:36 MST Print View

I appreciate the reasonable responses on both sides here, but I really do think - like my experiences with OR or REI - that MontBell sending me a jacket, putting a hold on my card and waiting to replace it would be the easiest thing to do. I mean, maybe some people have multiple jackets, but the whole reason I spent so much time looking and researching for this jacket was that I wanted one with a purpose. I am very disappointed, and yes, maybe its MB USA, not the other MB.

Brett Peugh
(bpeugh) - F - M

Locale: Midwest
warranty on 12/20/2012 08:39:36 MST Print View

In addition to what Eric said, for head and hand wear I buy from OR. My rain suit is REI eVent. My wind jacket is from EB. My pants are REI Sahara. Socks are Darn Tough and Bass Pro Shop Redheads. Fleece layers are Patagonia. If I really wanted to I could warranty my Ex Officio boxers back to REI but I would feel really bad about that. It took me awhile to get there but I switched over to high quality items that are a bit more durable and where I don't have to worry about if they fail because I know I can easily get them replaced through great warranty programs.

Unfortunately my down jackets are from Montbell. I am just holding on to them until I can try to sell them but that has been difficult. I would probably buy EB or Marmot to replace them.

I would probably switch my glove liners over to cheap fleece ones when the OR ones wear out. I really have not found any shirts either that both do not smell after a few days and are going to last a few years also.