Poppin' Big Agnes' cherry

“Hey Birch,

Our warranty is 100% guaranteed. Glad your pad is still going strong,
but
want you to know we stand by everything we make 100% (for life).

Have fun!

Bill

got this email recently...Pretty impressive service to email a bunch of folks.

Thanks for emailing.
last edited: 4/27/05 5:28:49 AM”

“they just sent me an email offering to remedy my minor issue AND said i was funny. take that, sarge!”

“You're making that up! ;)”

“I got one as well. I'll follow up by email with questions. I'm trying to decide between BA and Insulmat.”

“Yep, I received an email, too. I fell in love with Big Agnes a year ago when I bought their Seedhouse 1SL tent, and this just strengthens that.


Thanks, Bill, for your comments here and your emails to individuals. Collectively, we here at Trail Talk can be a good resource for gear companies. Happy to see that you found us.”

“Here's the deal. Since I was convinced to contact BA, I have been in constant contact with them. Bill Gambler has taken this issue very seriously (much more so than I would have ever imagined)

Most people just wanted to know right away if they would send a new one out to me using hundred dollar bills as packing in the box. People...that is not the way the world works. Nobody could afford to stay in biz, and everything would cost a million bucks if it did. I had stated that I was contacted for some much needed information about the specifics of the problem first and foremost. I was unaware of the guarantee, I'll admit it, I buy it and rush right out to put in as many bag nights as I can on all my gear. Despite the fact that I was just going to eat the cost and call it a loss, This company went out of it's way to keep 3 customers happy.

I am totally blown away buy thier service.Unbelievably awesome! They deserve another chance (or two) from this hiker.”

“I dig their style. I had a simple question when I bought my mat and emailed them. I had an answer by the end of the day.”

“I see that. I've never seen a company really take issues so seriously. It makes you feel like thier roots are deep into what they produce. And then to address it here? That goes a long way for me personally and I'm sure it sends a great message.”

“I emailed back and forth a couple times with Bill Gambler of BA today and then spoke to him for quite a while by telephone. Big Agnes definitely stands behind their products. A quality product AND, more importantly, customer service are what impresses me from a company.

So today I ordered a BA Insulated Mummy Pad directly from Bill. Soon I will be looking at their bags and overbag system as well.


On a side note, everyone going to Trail Days should look for him. Bill/Big Agnes will be there.”

“they'll be out at the campground paired up with Granite Gear.

I bought there Mica bag. Its pretty big, but I like to wallow around inside my bag so I like the roominess. It doesn't compact very well, at least not with the Girdle Compression Strap they sell. The pic online shows it compacting small, but you would have to be a better man than me to do that.”

“Glad I checked back in here. I used my REI refund awhile back to purchase a BA, haven't yet used it, but based upon early posts I was all set to head out to REI this week & return it!

I guess I'll hang onto it awhile longer.

I wish all gear mfgrs would have someone check-out the threads on BP sites, we'd all have a better idea of which one's we wanted to deal with! I'll stick with these guys for awhile.”

“While the interest shown here and in personal e-mails by Big Agnes personnel is admirable, think about it. Logically, what else would they do? It's cheap, effective damage control after this thread was sent to them. It's business. And good for them, it's the perfect thing to do.”

“lizs, so true. He is in business. He will do whatever it takes to make his customers happy. That is the way it should be.

I responded to him a few times myself.

I did ask why his employee did not offer a replacement after listening to Lorax's problem. I mentioned it might be time for a sales/customer service meeting with his employees. I also mentioned that I was in sales so I know that is what usually happens when a problem comes up.

He responded back by saying "talk about a knife to the heart" He was the one who talked to Lorax from the start about it. He did say that the boss learned something today.

Lorax, I didn't see where anyone said you should have gotten more back than just the mat. Most people thought you should have gotten a replacement mat no questions asked.

MHH deserves the credit for sending this thread to them. I didn't see where they came looking for it.”

“crash bang...your lying...noone thinks your funny...*grin*”

“Thanks for the kind words, but I'd like to make it clear that my comments were less damage control and more of an opportunity to let you all know our 100% guarantee. Bottomline is whether it's on the Trail Talk message board or not, we have a few unhappy customers and we'll do whatever it takes to solve the problem. That has always been our policy. Look for good things to come. I'll drop by soon to let you all know about a few things brewing for '06.

By the way Hyway, stop by at Trail Days and we can have a girdle lesson over a cold one. Sort of takes a little practice to make it look nice!”

“The reason I emailed Bill the link to this forum was that I thought, from The Lorax's description of his initial contact with BA, that they assumed he knew of their guarantee and that was why their interest centered on the details of the pad failure. Some, from the other side, may remember a couple of years ago when Crittersac folded and Ursack was blamed..I emailed Ursack the link and Tom Cohen responded to the thread...not to mention, those BA pads looked pretty comfortable and I don't have one yet so I wanted to make sure they would hold up if I my ancient Thermarest ever dies...”

“I'm glad you did MHH, thank you.”

“Thinking some more about this...

So in this case, the company that didn't respond right away to an inquiry (where it should have been asking about and giving information on the 100 percent satisfaction warranty THEN) -- and then responds in a big way when it's further pointed out -- get the big kudos.

Is that right?

I returned a self-inflating, Thermarest-type mattress to a Cabela's store in Prairie du Chien, WI last year. It leaked. Personally, I live in an apartment that only has a shower, so I wasn't easily able to find out where the leak was in a small kitchen sink.

It had been a gift, so I had no receipt for it. At the return counter, I said it leaked, they took it back with no more questions and welcomed me when I came back up with its replacement.

Problem solved quickly and easily, as it was expected to be and as it should be. And since it was, I don't necessarily have reason to go online and thank Cabela's for doing their job.

But I sure will now. It was done without question and in a pleasant way, requiring no further work on my end. So I do thank them.

It reminds me of a newspaper convention I was at. Some reporter was given some ethics award because after writing a story in which he acknowledged he had used wrong or slanted information, he came back, acknowledged it and then corrected it in the paper. He was given this big award.

I just looked at my boss incredulously, laughed and said, "So, should I write a story full of lies and correct it? That's worth some big acknowledgement? Doesn't it first and foremost make our whole profession look bad? Isn't that the most important thing? Why is it being rewarded?"

I do thank Big Agnes for making things right for Steve and others, but question the whole process it took to get there. I guess if it makes the company operate better on the return and warranty policy, that's good.”

“Dang, it is a relief to see how this thread has turned. I bought the BA insulated air pad this winter, but haven't used it. I was a bit worried by the Lorax's experience, but am now glad to see BA will resolve the issue...”

“lizs - isn't that what happened to Rick Bragg only the NYT fired him?”

“BTW, Bill did tell me that Insul Mat was a good product since he noticed I bought one”

“DH, can't remember the name, but someone got fired, yeah. Thangs must be different here in MN (remember NOT a MN native here! lol)”

“Bill Gamber personally contacted me before MHH emailed him and told him about this thread. Therefore,I know for a fact that is is not "damage control". We talk a lot of s*%t here and poke a lot when something goes awry with equipment and such, but refuse to read the thread thouroghly. I had stated more than once that information was needed on the specifics of our problems first and foremost. I found the questions asked to be of concern to future buisness and to improve the product. Sure I was pissed at first, and cut a few jokes at problem, but it makes a better "story" if someone's getting screwed than if someone's being helped out by a manufacturer who actually went out of his way to show he really cared. It appears that some here want the unhappy ending only because it's more dramatic.

Bottom line, there was a problem, It was addressed quickly and professionaly. What does it matter to anyone what The Lorax got or didn't get? After all, I feel kind of stupid for not knowing what the warranty was when I bought it. Cool pad, looks comfy, got to have one was all I was thinking.

Now , what part of that can't you just let go?
last edited: 4/28/05 5:12:52 PM”

“You said it, Mr. Lorax!

And thank you, Bill. My new Big Agnes insulated pad is due to arrive on May 3. Waiting for the big brown truck now.”

“im going to give big aggy one more night out before i decide whether or not to take him up on his offer to give me a new one. its only a minor problem and i hate to be without it”

“Lizs, it sounds as though if BA had a store to which a leaky pad could have been returned to the result woulda been the same as cabellas.”

“Lizs and others..there was a timeline here that many, including Bill Gambler, missed..when I emailed him the link, he emailed me that he was surprised to read The Lorax's complaints..these complaints were posted around 3 pm on the 24th. The Lorax, contacted BA a few hours later. He posted, on April 25:

"I got a reply within 24 hours. Very impressive. They said they like to track their problems and I helped with as much info as I could for them. There was no mention of any deal to fix it or replace it, and I'm not one to go looking for anything for free, but someone here said it best that I should at least let the manufacturer know that they have trouble with a product.

I hope they address the problem if this is common, apparently they have a lot of fans and customers to keep happy. It appears as if that really matters to them. That's cool in my book"

I emailed Bill on April 26 to give him a head's up on the OTHER comments on the two forums; not The Lorax's who was already in contact with BA and can take care of himself..

I am very impressed by the customer service at BA...there is no reason to look for a negative reading in this and there is none to be found...the process, Liz, was very straighforward..they are an impressive company...timelines can make such a difference in perception...
last edited: 4/28/05 8:02:49 PM”

“Well, My REM air-core is now leaky. I guess it was just a matter of time?

I'll be buying an insulmat(really need something warmer for fall and winter anyways) and then trying for warrenty replacemant of the REM pad. I'm anxious to see what kind of service there will be.”

“I thought maybe you had come out of the closet. Guess it was just your pad that did.


I guess it's just a matter of time before mine pops a leak too. I am surprised it has not since Daffers sleeps on it too.”

“Insulmat - still fine. :-)”

“Insulmat purchased. I checked out BA's website for warrenty instructions. Apparently I need to float it in a bathtub and fix it myself prior to sending it in?! I always assumed that the repair kit was for emergencys, you know, while out on a trip or something.”

“I can just see Sass in here diving mask and flippers wrestling the air mattress in the tub. LOL! Hope they honor their product for ya.”

“Sass, the owner of BA has posted his email addy on here before. email him and ask him about returning it, he always responded to anything i asked

bill@bigagnes.com”

“My REM now has the same slow leak others have described... I loved it when it worked, but now I wonder if we're dealing with a design flaw?”

“mine has that same annoying slow leak. the bathtub method did not work for finding the leak”

“I think having to try to fix it first is crap. If I buy a warrantied item and its broken, why should I have to fix it first. IMHO the patch kit is for use on trips to nurse it through, not as a permanent fix.”

“Well, I guess somewhere in my handful of times sleeping with Big Agnes, her cherry popped. Somehow I missed it but yep, she sure is a goner. Thank God for Bill, Big Agnes's man, he emailed and said send her back. I hope his replacement is not a virgin like Agnes.


Good customer service.”

“Yup. Me too. I just haven't gotten around to sending mine back yet.”

“I will be curious to see how the replacements hold out. Go back over this thread and there are sure a lot of people with bad experiences with the Big Agnes.

Hope the replacements are better!

And as I've always said, my Insul-Mat continues to remain perfect, so I don't have the need to say "oh what good customer service" -- because I haven't needed it. That, to me, is the best endorsement of all.”

“I still need to email Bill.”

“We both used ours this weekend with a nervous 55 lb puppy pacing back & forth in the tent with no problems. No two people are gonna have the same experience with the same gear though.”

“I had good luck with mine for 3 years; Birch's is still holding air. I'll probably try and patch it myself before returning it. If it's the valve they'll have to fix it for me though.”