Author Topic: Cascade Designs customer service  (Read 3493 times)

0 Members and 1 Guest are viewing this topic.

Offline bogiesan

Cascade Designs customer service
« on: September 12, 2011, 10:41:18 pm »
Many of you know Cascade Designs for their Thermarest brand self-inflating mattresses and sleeping pads.

But they are also MSR gear and stoves, Tracks trekking poles, SealLine waterproof bags and stuff, and the Platypus water delivery systems.

I have owned four Thermarest mattresses and given at least that many as gifts. Three of the four suffered terrible ruination due to fire or abuse by sharp objects but one of them, carefully used and protected for 20 or more years, simply stopped holding air. I contacted customer service, received a return authorization and shipped it off hoping they could re-weld the seams or patch the invisible leak.

Took about two weeks, my mattress arrived today. I would have gladly paid for the repair but the only cost to me was one-way shipping to Seattle.

The result of this simple encounter is exactly what Cascade Designs intended. All of my future equipment purchases will start by carefully examining products from MSR, Thermarest, Tracks, Platypus and SealLine. I hope you will give these brands a chance to earn your money, too.

david boise ID
I play go. I use Macintosh. Of course I ride a recumbent

Offline Tandem4Rider

Re: Cascade Designs customer service
« Reply #1 on: September 13, 2011, 06:31:25 am »
I sense their intention of keeping your loyalty had more to do with telling us, ;)  This past summer a co-worker was sharing the generosity of a certain auto manufacturer who honored a warranty well past its expiration.  I've increasingly noticed that the biggest difference in manufactured goods is customer service.  Glad to hear they had your back - I, too, buy their gear.

Offline Wild Dave

Re: Cascade Designs customer service
« Reply #2 on: September 13, 2011, 06:48:37 am »
cascade designs, msr, platypus customer service has always been a pleasure to deal with. quality gear that rarely malfunctions, a company with a conscience.