Rating: 5 / 5
MSR is owned by Cascade Designs. So, in part this review will be on them as well.
I purchased a Whisperlight International about a decade ago. About 2 years ago, the threads that mount the bottom plate in place which keeps the feet attached among other things stripped out. I contacted Cascade Designs about the problem and was told to send it to them for investigation which I did. It cost me about $4. They sent me a free replacement (not fixed or rigged up to work, but brand new with free shipping. My old one had seen very heavy use, but no questions... just a new one free.
About 1 1/2 years ago, I contacted Cascade Designs about a problem with 2 of my Platypus bladders that had both seen better days. The results were exactly the same with one exception. I asked if I should send the cap/tube with the 2 liter bladder or not since that part still worked fine and was told not to send the cap/tube, but that a cap/tube would be sent with the new 2 liter bladder. Now I have a free replacement cap/tube as well if there is ever a problem in that area. Again free shipping.
Wonderful customer service. I expected and was willing to pay for repairs in both instances, but they sent out new ones for free.
Great products, incredible customer service!