Big Service from Big Agnes

Ah dear readers, let me put you in the way back machine… ok, only back to April but it seems like really a long time ago.

As you’ll recall, our Big Agnes Flying Diamond 6 met with some adversity in Death Valley. Granted, it was user error, but adversity nonetheless. You would expect your tent being blown pancake-flat would result in broken poles right? In our case oddly enough, no. They were just wickedly bent. The funny thing though is that if they had been broken I would have sent them in for repair right away. Only horribly wonky? Well, surely I can use those for at least six more weeks of camping right? So of course I did. More on that later though…

The fix-up…

Being my first repair experience with Big Agnes, I wasn’t sure how long it would take and I had too many outdoor adventures planned to give her up for any length of time. Kind of hard to send them in when you’re always using the tent, no?

After my solo adventure in the Smokies though, I knew I finally had to get the poles in even if it meant renting or borrowing equipment for other adventures. For an inanimate object, she sure made me feel guilty for forcing her into her bent poles with each pitch. So I reluctantly packed up her poles and sent them back to Mama Agnes for a little TLC.

Initially I thought I’d have to buy a new set of poles which was looking financially painful. However, the great folks at Big Agnes suggested simply sending them in for new segments. Turns out I only needed eleven new segments at a couple a bucks each. It was quite a relief on the wallet!

Doing it right..

We put our FD6 back in action this past weekend and I’m happy to report the repair was a resounding success. But that’s not what I was most pleased with in my repair experience. What made me so very happy with Big Agnes was how easy they made it as well as their constant communication throughout the process. At every step they were in touch…from receipt of my repair request, to the poles’ arrival, to return shipping…you get the idea. The Big Agnes folks were friendly, helpful, and all-around awesome. Of course, had I known it would be so easy I would have sent them in much earlier and saved myself a lot more hassle…

The agony of delay…

Now I get to share with you my lesson learned on waiting a bit too long to send in the poles. As I mentioned, our mutant poles were tough to use. I knew I was straining the tent by continuing to use them but she seemed to be holding up. But part-way through the epic Geowoodstock to TBEX Expedition, I believe during our South Dakota stint, one of the door zippers started showing signs of strain, pulling apart instead of staying put.

So I debated sending in the tent body along with the poles but opted to see how the zipper did once the poles weren’t stretching it abnormally. The repaired poles have eased the zipper issue but alas it’s still problematic, just less so now…i.e. the damage is done. And now I’ve got the added bonus of a detaching seam at one of the pole sleeves where one the poles put the most strain. I just noticed this new development over the weekend so it seems I’ll be having another round of repair action with Big Agnes.

Now I know how easy they make it so I’m much more willing to jump right in. Once she dries out from our soggy adventures this weekend, I’ll be packing up the tent body for another round. And yet again, I only have myself to blame…I’m just glad Big Agnes is there to help me fix my mess and keep me camping.

Owning it…

In an age when it seems like many companies disavow themselves of any responsibility for quality and post-purchase support, Big Agnes is a breath of fresh air. And in an age of hyper-disposability, Big Agnes is working to make their products last and stay out of landfills. That’s earns all sorts of granola cred from this outdoor nut. It’s also a great satisfaction to know I can count on them to help me get the most life out of my gear, even when I try my best to do it in.

And now for your moment of green…