Black Diamond

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Clevis Hitch
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Black Diamond

Post by Clevis Hitch » Wed Dec 08, 2010 9:48 pm

Anybody else notice a drop off in customer service and overall quality of almost every aspect of BD. My last two experiences with them have been zero's.

I bought a climbing back pack from them last year and it had a zipper that was stuck. I talked to the rep and he couldn't have given a shit less. Then I call BD to get the bag fixed/replaced. They gave me a R/A number and I sent it to them. A month later they sent me a gym bag. It wasn't even the right bag! I called them and they told me that they no longer sold the bag I originally bought, even though it was still listed on their website. I told them I would rather have my broken bag back than get stuck with a gym bag! The CSR said he'd email me a new R/A number and get me my old pack back. I think it was close to closing time and he didn't want to deal with me. So he told me what I wanted to hear to get me off his line(?) I don't know what happened but I never got a email or a new R/A. So I had the gym bag and I'd already spent $10 in shipping to get my bag to them and when they gave me a new R/A I'd have to drop another $10. My bag cost $130. The gym bag was worth $70. Rather than dump another $20 in shipping with no gaurantees of getting MY bag back and waiting and making multiple calls to BD and never getting a straight answer, out of neccessity I just started using the gym bag.

The second rub was when I bought a bunch of cams. My #6 came with a broken trigger! From the factory it came with a broken trigger! This is a piece of equipment that I'm going to be trusting my life to and it came factory, with a broken trigger! WTF! It hadn't even been placed. There's no scratches on the lobes. BRand friken new...broken. I took it back to the store and they called BD while I was standing there and BD said they'd send a new cam 2 day air. Two weeks later. After not getting the cam, I get the shop to call again...once again, "we're going to send it two day air..."

Should I hold my breath?


Anybody else have a similar experience, Has Black Diamond quality shifted?
If you give a man a match, he'll be warm for a minute. If you set him on fire, he'll be warm for the rest of his life!

DHB
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Re: Black Diamond

Post by DHB » Thu Dec 09, 2010 1:31 am

Sounds like the new owners are making some changes.

Whatever makes the investors happy.

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pigsteak
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Re: Black Diamond

Post by pigsteak » Thu Dec 09, 2010 8:03 am

joe, you should get your gear from a less corporate environment. i know a guy who forges cams in his basement while hitting the meth. he answers his own phone.

on the pack, could you have asked for a refund first time aound? or was the gym bag sent without asking you?
Positive vibes brah...positive vibes.

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Clevis Hitch
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Re: Black Diamond

Post by Clevis Hitch » Thu Dec 09, 2010 11:30 am

the gym bag was sent with out me asking for it. They just said that the $70 gym bag was a direct replacement for the $130 bag....WTF! Arcteryx makes a couple of bags I'm really interested in. I just gotta find a dealer who's local. Anybody who knows who carries Arcterxy?
If you give a man a match, he'll be warm for a minute. If you set him on fire, he'll be warm for the rest of his life!

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Toad
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Re: Black Diamond

Post by Toad » Thu Dec 09, 2010 1:35 pm

J&H in Lex.
Victory Whip in da House. Yeah.

toad857
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Re: Black Diamond

Post by toad857 » Thu Dec 09, 2010 1:45 pm

i don't expect gear companies to kiss ass, but they should damn well take responsibility.

it'd be pretty bold for the Black Diamond folks to assume that people won't talk about shit like this... they should know better. this thread has had ~150 views in 12 hours. all from climbers. hmmm.

camhead
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Re: Black Diamond

Post by camhead » Thu Dec 09, 2010 2:29 pm

Well, let's give the BD Customer Service Rep the benefit of the doubt. He might have been on his way to a leadership presentation, submitting TPS reports, or something like that. Be sympathetic; he might be outsourced by this time next year.
faceholdonacrackclimbDAB!

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Re: Black Diamond

Post by KD » Thu Dec 09, 2010 5:51 pm

"welcome to black diamond my name is Peggy..."

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ynot
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Re: Black Diamond

Post by ynot » Thu Dec 09, 2010 7:07 pm

They get the benefit of the doubt the first time. By the third time it's obvious they are not worth dealing with.
BD was the best. Maytag was the best. Crafstman was damn good once. What the hell? Is it greed? Incompitent management? both?
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Clevis Hitch
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Re: Black Diamond

Post by Clevis Hitch » Thu Dec 09, 2010 7:51 pm

I've heard that BD shipped all their manufacturing over-seas. Thats why if you send them your bag. They can't have somebody on the manufacturing floor sew a new zipper in it and send it back to you. The sewing machine and the operator of said sewing machine are in bangladesh. So the best they can do is send you a new bag... That cost half the price because,"We gotta move these 237's!Move!Move!Move!"
If you give a man a match, he'll be warm for a minute. If you set him on fire, he'll be warm for the rest of his life!

sendit
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Re: Black Diamond

Post by sendit » Thu Dec 09, 2010 9:09 pm

BD started moving its manufacturing to China back in 2006, first to a factory in Zhuhai. Since then, the move overseas has continued (Chinese cams, woohoo!). It's not really all that surprising to hear about quality control issues/lack of oversight. Companies move to china to save money, not to improve quality.
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pigsteak
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Re: Black Diamond

Post by pigsteak » Thu Dec 09, 2010 9:15 pm

if the US was more manufacturing friendly, this would have never happened.
Positive vibes brah...positive vibes.

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clif
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Re: Black Diamond

Post by clif » Thu Dec 09, 2010 9:32 pm

you mean if uh-mericans didn't hate Ah-mericle?
training is for people who care, i have a job.

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bcombs
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Re: Black Diamond

Post by bcombs » Thu Dec 09, 2010 9:32 pm

yeah, wasn't there a pimp running around here just the other day looking for a job? He could be chief bitch slapper at BD. Keep those sewing machines going!!!

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Clevis Hitch
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Re: Black Diamond

Post by Clevis Hitch » Fri Dec 10, 2010 11:14 am

So does that mean that Black Diamond is on its way out? I wish Petzl made cams!
If you give a man a match, he'll be warm for a minute. If you set him on fire, he'll be warm for the rest of his life!

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