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ULA Equipment

in 1 - COMPANIES (Customer Service)

Average Rating
4.85 / 5 (34 reviews)

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Nick Gatel
( ngatel )

Southern California
Great CS and Communication on 02/23/2009 01:49:35 MST Report Post Print

Rating: 5 / 5


It seems that from earlier reviews, ULA has solved the communication issues with the addition of Casey to the staff, which must have solved that void.

Not only was the communication great (they did better on timely emails than I did). I also spoke with Casey and Brian on the phone. Brian actually moved me to another pack, which would better meet my needs.

Oh, and I almost forgot... the product is top notch, exceeding my expecations. ULA has done something unique, they have not gained a new customer, but they have gained an advocate. Very unusual in today's business world.

Edited by ngatel on 02/23/2009 01:50:38 MST.

Barnett Childress
( Barnett_Childress )

New England
Recommended on 07/01/2009 12:39:15 MDT Report Post Print

Rating: 5 / 5

Brian is a great guy to deal with. Got my first pack from Brian a few years back & still have it. Excellent build quality!

Joe Clement
( skinewmexico )

Just about perfect! on 07/17/2009 00:05:29 MDT Report Post Print

Rating: 5 / 5

Got both a Catalyst and Circuit. Great phone service, answering questions. Sent an email when the new Circuit came, and Casey called me on my cell phone within 24 hours. I almost didn't answer, since I didn't recognize the number! Who would have expected a call? A pleasure to do business with.

Rob Lee
( roblee )

Southern High Plains
ULA & Chris McMaster on 01/10/2010 13:03:49 MST Report Post Print

Rating: 5 / 5

I decider late in the year to buy a new pack. I've eyed the ULA's for a long time and really wanted to get one. There were a few details I was unsure of so I called and the new owner Chris McMaster answered. He was quick to help me, but I was still not decided.

After some more research and scouring all the BPL forum posts I called again, and again Chris answered and was more than willing to indulge my barrage of esoteric questions regarding design features and fit.

After another week of pondering (I don't NEED a new pack; I just WANT one)I decided on a Large Circuit with a Medium belt. It arrived and I began testing it out. There was something just not right with the fit. I was afraid it was too long, but I had never used anything but a size Large and was reluctant to consider a Medium. Emails to Chris resulted in immediate responses. He measured pack and stay/hoop lengths of M & L sizes. Then Chris sent another email stating he shipped a Medium for me to try and to return the size I didn't want. Now that's GREAT customer service in anybody's book! It turns out a Medium is perfect for me. The Medium is on my back and the Large is on its way back to Logan.

One other thing; all this occurred during the last 3 weeks of December. I'm sure ULA, like many other businesses, was busy with Christmas orders and family events. But Chris never seemed rushed or impatient with my queries.

So, for those who wondered what would happen to ULA after Brian left, all I can say is that customer service is definitely still a high priority.

A new and probably repeat ULA customer

Don Ashton
( dash1730 )
Exceeds my expectations on 01/09/2011 19:38:07 MST Report Post Print

Rating: 5 / 5

I have had my pack four months and have taken it on three weekend trips. It is exceeding my expectations in many ways. It is well known that ULA makes great packs. Through email and phone I asked Brian many questions as I confirmed the Circuit was the right pack for me. He was always courteous, responsive and very helpful each time. Once I placed the order, he had the pack to me within a week as promised. It was every thing I had hoped for: given its capacity and features its amazingly light, well designed, and the sewing was impeccable.

What I didn’t anticipate was how functional the design was. While I have always had great packs with external pockets, their ergonomics weren’t the greatest. The Circuit’s pockets on the hip belt, sides and back of the pack provided a convenient place to store everything that I need for changing conditions on the trail. And packing and unpacking is super easy.

But the best part of my experience was the customer service Brian offered long after the purchase. I had a problem fitting my TarpTent Scarp 1 in the pack. Although it was very lightweight, it was 22 inches long. IMO it was too long for the front pocket and in my way if put across the top of the pack.

I discussed with Brian the possibility of adding two straps to carry the tent just below the front pocket. He was helpful in finding a way so the straps wouldn’t rip something if the tent were knocked, tugged or jerked. In the eventuality this modification might rip out, he even offered to fix any problems. I am so appreciative of his willingness to spend time helping a solution that works for me. That is customer service I could never get from major pack manufacturers.

James Neal
( Laien )

Excellent Customer Service on 04/14/2011 13:21:02 MDT Report Post Print

Rating: 5 / 5

I recently purchased a Circuit from Chris at ULA and the experience was very pleasant. He answered all my questions and helped me decide which pack fit my needs the best. I then received my pack in less than a week. I would highly recommend this company and its packs.

Carol Brown
( brownwetdog )

ULA - Chris - Great Products/ Customer Service on 05/21/2011 13:15:09 MDT Report Post Print

Rating: 5 / 5

It finally came time for me to replace my beloved ULA P2 pack. I ordered a new Circuit from ULA and discovered I still needed the large capacity of the Catalyst. With one phone call, Chris had the Catalyst shipped to me immediately. The ULA packs are beautifully made (right here in the USA) and attention to detail is apparent. I anticipate using my new pack for several years. ULA has great customer service and great products!

Kristin Fiebelkorn
( kushbaby )

South Texas
Great communication and service on 09/24/2011 20:15:08 MDT Report Post Print

Rating: 5 / 5

I recently bought a Circuit pack, and managed to mess up the sizing, ordering a large. It was HUGE on me. Disaster. I emailed and got a very prompt response. After some back and forth involving me sending several photos of myself with the pack on, stuffed with pillows (trying to figure out if I needed a medium or a small), Chris just went ahead and sent both a medium and a small to try, letting me to return the one that didn't fit along with the huge large one. I had all three to try then!

I am now very happy with the fit of my medium Circuit (which will be broken in on an upcoming trip). And I am delighted with the customer service I received, as well patience with my incompetent sizing...

Steve Martell
( Steve )

Eastern Washington
ULA Equipment on 12/31/2011 08:28:24 MST Report Post Print

Rating: 5 / 5

Can't say much more--

*Excellent gear.

*Excellent customer service.

Ian B.

ULA runs a tight ship on 06/13/2013 11:55:36 MDT Report Post Print

Rating: 5 / 5

I ordered a ULA Ohm 2.0 with standard options ~ 4/2013. Chris was very quick to respond to my emails. I had originally ordered a CDT and he was quick to modify my order. Backpack arrived within a few days using the standard delivery. Attention to detail is impeccable.

I just ordered another ULA Ohm 2.0 for my daughter and only requested standard delivery. This time it was Purple Blaze with S straps. I received notification in less than an hour that the pack had been shipped and received it two days later.

I hope Chris still finds time to backpack but I really appreciate his customer service.

Shop Ohm products at GearBuyer
Michael Schwartz
( greenwalk )

PA & Ireland
ULA rocks! on 08/19/2013 16:04:11 MDT Report Post Print

Rating: 5 / 5

Returned home after a trip and discovered that a small piece of the frame in my Circuit had broken off. I think it was damaged during checked airline luggage transport. I phoned ULA, explained what had happened and they sent out a replacement free of charge. Now that's service from a company that stands over their products!

Shop Now products at GearBuyer
Thomas Bradford
( tbradnc )

Erwin, TN
Above and beyond on 09/26/2014 02:13:23 MDT Report Post Print

Rating: 5 / 5

I used a ULA pack on my PCT thru this summer. Somewhere in Washington the right hipbelt zipper failed - that's where I kept my phone which I used for my camera and GPS. I took right at 1000 photos and consulted my GPS hundreds of times over the 4 months I was hiking so I think it's safe to say I wore the zipper out.....

I emailed ULA about purchasing another belt and was told that they'd replace it gratis - it's should be here today.

Thought it was a very nice gesture - I was fully expecting to purchase a new one and don't feel like I'm owed a free replacement for sure.

Ken T.
( kthompson )

All up in there
Custom ULA CDT on 09/29/2014 18:35:05 MDT Report Post Print

Rating: 5 / 5

Ordered this pack early on a Thurs. morning PST.
Shipped from ULA that afternoon. Custom CDT with no hip belt or ice axe/pole retention or any other options other than the pad and hydration sleeve. Unbelievable that they can get a pack made up and shipped in 4-5 hours. Thanks ULA! Love my CDT. Loaded up and took it out within two hours of getting it. Love the s straps.

Chris Freer
( silva_fox )

New Zealand
Great service, prompt communication on 11/14/2014 21:54:58 MST Report Post Print

Rating: 5 / 5

I'm from New Zealand and recently ordered a Catalyst backpack and had to get it shipped to a hotel for pickup while on vacation in the USA. Chris McMaster was great to deal with - immediate communication and the pack was shipped straight away. Impressed with the workmanship and quality of this product and looking forward to christening it on the trails here in NZ.


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