I haven't posted in quite a while, so please forgive if this isn't in the right spot.
I was curious if anyone out there has had any problems with Petzl products and getting service issues resolved with them?
Specifically, I climb in a Petzl Sequoia saddle that I purchased 3 or 4 years ago and about two weeks ago I came out of a tree and was un-roping, and noticed that the left leg buckle keeper (...the grey plastic piece with the yellow spring loaded button) was missing. After brushing out, I found the piece and saw that the plastic edge had just broken off. No big deal as the two ends of the metal buckle stay together when you cinch it down around your leg. However, I wanted to fix it the right way so I got in touch with the outfit that sold me the rig (Wesspur) to see if they had a replacement buckle I could purchase. They didn't, but forwarded me on to Petzl's Warranty and Repairs department. BOHICA!
From there, things went down hill fast. No they couldn't send (or sell!) me a new buckle, no I couldn't fix it myself. I had to send the saddle in for inspection (...took about a week to get it back) and repair based on their corporate PPE requirements. Next I received a call and spoke with a guy (Matt) who politely said that they they couldn't repair the buckle and that the saddle should be taken out of service due to its deteriorating condition, missing identification tag, and fraying threads. No mention of the buckle, or why the plastic may have broken (...I've had no lead falls, no bad swings, nada!). Basically they just wanted to sell me a new saddle and they couched it as a 'safety issue'.
After my blood pressure returned to normal, I just said "send it back". Matt did say he'd be happy to "cut me a really good deal..." on a new saddle though. ARRRRGHHH!!!! If I could have reached into the phone, there'd be one less weazel in the world today. Not only will I NEVER buy anything that says Petz on it again, I'll let everyone I know the type of "DISSERVICE" they provide.
I'm not normally a whiner, but I just thought that the runaround I got was ridiculous and stinks of corporate CYA liability BS. I didn't just fall off the last turnip truck to come down the road. I've used (...and worn out) a lot of gear over the last 30 years or so...tools, clothing, etc. I've also done business with companies that stand behind their products 110%. In most cases if I had an issue and needed something fixed, they'd send me a brand new one. No questions asked! For nothing more that some webbing, nylon, plastic, and a little bit of metal made somewhere overseas for pennies on the dollar, they sure think a lot of it. Or maybe not, if it's supposedly worn out after only 3 years?!?!?!?!
If all of this wasn't such an enormous waste of time, I'd post pics of my saddle so y'all could see it. It just looks like what a normal amount of wear and tear 3 years of tree work does. And it's in better shape than most! Yeah, it's a little phuzzed up but bark and saws are abrasive... If it wasn't safe to climb in, I wouldn't. Period.
Anyway, I'm done. I'd like to hear from anyone that's had similar horror stories. Maybe if enough people are as pissed as I am and say something about it, Petzl will change the way they do business...I doubt it, but maybe.
I was curious if anyone out there has had any problems with Petzl products and getting service issues resolved with them?
Specifically, I climb in a Petzl Sequoia saddle that I purchased 3 or 4 years ago and about two weeks ago I came out of a tree and was un-roping, and noticed that the left leg buckle keeper (...the grey plastic piece with the yellow spring loaded button) was missing. After brushing out, I found the piece and saw that the plastic edge had just broken off. No big deal as the two ends of the metal buckle stay together when you cinch it down around your leg. However, I wanted to fix it the right way so I got in touch with the outfit that sold me the rig (Wesspur) to see if they had a replacement buckle I could purchase. They didn't, but forwarded me on to Petzl's Warranty and Repairs department. BOHICA!
From there, things went down hill fast. No they couldn't send (or sell!) me a new buckle, no I couldn't fix it myself. I had to send the saddle in for inspection (...took about a week to get it back) and repair based on their corporate PPE requirements. Next I received a call and spoke with a guy (Matt) who politely said that they they couldn't repair the buckle and that the saddle should be taken out of service due to its deteriorating condition, missing identification tag, and fraying threads. No mention of the buckle, or why the plastic may have broken (...I've had no lead falls, no bad swings, nada!). Basically they just wanted to sell me a new saddle and they couched it as a 'safety issue'.
After my blood pressure returned to normal, I just said "send it back". Matt did say he'd be happy to "cut me a really good deal..." on a new saddle though. ARRRRGHHH!!!! If I could have reached into the phone, there'd be one less weazel in the world today. Not only will I NEVER buy anything that says Petz on it again, I'll let everyone I know the type of "DISSERVICE" they provide.
I'm not normally a whiner, but I just thought that the runaround I got was ridiculous and stinks of corporate CYA liability BS. I didn't just fall off the last turnip truck to come down the road. I've used (...and worn out) a lot of gear over the last 30 years or so...tools, clothing, etc. I've also done business with companies that stand behind their products 110%. In most cases if I had an issue and needed something fixed, they'd send me a brand new one. No questions asked! For nothing more that some webbing, nylon, plastic, and a little bit of metal made somewhere overseas for pennies on the dollar, they sure think a lot of it. Or maybe not, if it's supposedly worn out after only 3 years?!?!?!?!
If all of this wasn't such an enormous waste of time, I'd post pics of my saddle so y'all could see it. It just looks like what a normal amount of wear and tear 3 years of tree work does. And it's in better shape than most! Yeah, it's a little phuzzed up but bark and saws are abrasive... If it wasn't safe to climb in, I wouldn't. Period.
Anyway, I'm done. I'd like to hear from anyone that's had similar horror stories. Maybe if enough people are as pissed as I am and say something about it, Petzl will change the way they do business...I doubt it, but maybe.
