Moss customer service--GONE!

[BriWasson]

I recently got my Moss Stardome II back from what I thought would have
been a warranty repair from Moss. Well, I guess since REI picked them up
"customer service" is just a fond memory from Moss. I worked in the
outdoor industry (managed a store) and sold many, many Moss tents. They
always stood behind them. The repair I sent it in for would have been
covered by North Face, Sierra Designs, etc. (I've seem them do it before).
But NOT Moss! You'd think that for a two person tent costing over $400
they would stand behind it better.

Oh well, all good things must pass...

[Todd Ourston]

BriWasson (briw...@aol.com) wrote:
: I recently got my Moss Stardome II back from what I thought would have

What was the requested repair and how did they repond. I have the same
tent, and it has a new tear in the trim around the fly sheet (the
material finally broke down--it was not cut or unduly strained) and the
zippers on the door won't hold any more. Based on your experience,
should I expect any repairs to be made under warranty?

Todd Ourston

[Daniel Hein]

WHOA there. I sent my 13 year old Moss Olympic 4 to Tent Repair Services
in Camden Maine this past June. Pendra repaired the broken zippers and
apparently replaced the netting on both front and rear doors. This
repair was done under the Moss warranty...I didn't pay anything. I
received the tent in time for a trip 3 weeks ago.

I suggest you contact Pendra for more information. I'm sorry I don't
have Tent Repair Service phone number but you can get it through information.

Dan Hein
Phillips, Wisconsin
he...@iia.org

[BriWasson]

In response to my original posting:

I'm surprised they replaced your zippers. Often manufacturers do not
consider that a warranty item, as zippers wear out. Your netting makes
sense to be replaced under warranty if the fabric was substandard.

My complaint was two tears in the pole sleeves where the poles had poked
through at set up. The tent was being set up correctly (I've set up more
than my share of Moss tents and didn't do it wrong). The design of the
sleeve, actually the sleeve fabric, is pretty cheesy on a $450 expedition
tent. This tent is my winter tent (I've got 2 others) and has not seen
much use. A tent like this should be easy to set up and have bombproof
design and fabric. That's what you are paying for.

I've seen North Face replace floors worn out by regular use (even giving
the customer a new tent!), I've even experienced Eureka standing behind
their $100 Timberline tents better than Moss.

Luckily, I had REI send the tent back for me, so I didn't have to pay for
shipping, and just refused to have the work done. They only would have
charged $30, but it was the principal of the matter (I can sew it myself
for $30). Such a small repair should have been done by them as a matter of
customer goodwill.

[Pete Rollins]

Moss recently sold their tent division to someone in Seattle. They are
just making tradeshow tents now. Its too bad.

[JERRYTOY]

Could not resist jumping in on this one! Moss is alive and kicking!
Purchased by REI and still doing business with speciality outdoor stores
and REI.
For Service you have two choices, both for questions and repair service:
In Maine 800-859-5322
In Seattle 800-550-8368

How do I know all this, they are neighbors to our company, Cascade Designs
and obviously we are in same industry...

Jerry Lloyd
Cascade Designs
Seattle
consumer line 800-531-9531

[BriWasson]

I never said they were not alive. In fact, I mentioned that REI bought
them. My point is that the old fashioned service they used to have as an
independent company seems to have vanished.

Cascade Designs, on the other hand, gets my nod for customer service. They
have repaired several of my Therma-Rest mattresses and did it quickly and
cheaply. I highly recommend them! Besides, having a Therma-Rest is a
wonderful thing when you are in the backcountry.

Brian

[Todd Ourston]

BriWasson (briw...@aol.com) wrote:
: I never said they were not alive. In fact, I mentioned that REI bought

: them. My point is that the old fashioned service they used to have as an
: independent company seems to have vanished.

Did you contact the Seattle office or the (Camden?) Maine office?
Someone posted two 800 numbers and I am trying to decide which one to try
first. It sounds like you didn't have a satisfactory experience, so I
would like to avoid the representatives with whom you dealt.

Todd Ourston

[JERRYTOY]

Brian, thanks for the positive feedback on our service. I will pass that
along to the staff that does the Therm-a-Rest repairs.

The two 800 numbers that I posted for my "friends" in the industry, now
located down the street, were:

Seattle 800-550-8368
Maine 800-341-1557

I am:
Jerry Lloyd
Sale Mgr
Cascade Designs
Seattle