I'm a longtime lurker in these forums but I wanted to share a great customer service experience I just had.
At least 10 years ago I bought a Mountain Hardwear Hammerhead 2 tent for kayak camping. It's been great and is still in good condition apart from a single tear that I repaired with tenacious tape.
Last week I was camping and accidentally broke a tent pole, or more accurately the ferrule that connects the pieces of the tent pole. The specs on the pole are 9 mm Atlas 7001 Aluminum.
I expected that at such a late date, that the company would have nothing to offer me for repair solutions but thought it was worth a try. They haven't even made this model for many years. I contacted them via their Canadian website email address for warranty issues.
I had a reply in just a few days asking for more info and pics of the damaged pole ferrule. I sent some in and again had a reply in just a few days. This time they said they sent me the part, no questions asked and no bill to pay. Even more surprising, it seemed to be coming from a Canadian warehouse.
The ferrule replacement (3 of them) arrived only a few days later. The repair was easy and the pole is as good as new.
Totally impressed and I thought that it deserved a shout out.
The tent is slow to put up and take down and is heavy and bulky compared to newer tents, but everything else about it is perfect for my needs. Someday will upgrade but it just keeps lasting.