Thursday, 1 June 2017

Montane Deep Heat Sleeping Bag - Don't expect any help from Montane!!

For my winter trip I bought a Montane Deep Heat sleeping bag, really excited to get it however in use I found it too constrictive.  I am very broad and just couldn't move or properly get comfortable.

So I contacted Montane support and asked if they supplied and expanda similar to those offered by other manufacturers.  Simple reply was no.....

 Not to be put off I am used to "modifying" things so I sent a polite ask to them again explaining my problem and asking if they could supply me with some material, I could then match the zips and make my own..

The response I got was - we don't keep enough material to help you out..............   Needless to say I am not impressed.  I let them know and I am writing this as a heads up for anyone thinking of buying Montane products, don't expect anything in the way of support from them unless it's standard stuff. 

I don't believe for one minute they can't get hold of a piece of their material, I believe simply that they can't be bothered as a single customer is just not worth the effort and their customer support don't consider going a little out of their way as worth their time.

Contrast that with companies like "avenir" who sent me replacemnt parts twice free of charge after I lost them....  Or Specialized who paid for an entirely new wheelset after my hubs failed on one of their bikes after  a years use... those are companies who believe their reputation and customers are worth making an effort for.

Perhaps if I was doing a high profile expedition or a large customer I would have had a better response...

For the price of the Bag I expect more support from the company - I deal a lot with support contracts in my day job and one of the first things I state when negotiating or during support reviews is that I don't measure a company by them doing their job, my standard of excellence is when things go wrong how far they are prepared to go to put things right and demonstrate their commitment to "excellent customer support". 

I am not saying they are responsible for my wide shoulders or their bag was wrong, I am saying that stating their commitment to excellence should mean more than accurate manufacturing, it's being responsive to their customers regardless of the size of the order.

Well I have learned my lesson with them and this will be my first and last purchase.

I have purchased a "Snugpak" expander panel and if I can match the zips I will use that, not the perfect solution but better than Montane's "Nothing".