Posted by: Samoset
Cascade Designs customer service report! - 09/16/13 09:19 PM
A few years ago I received a slightly used MSR Mutha Hubba from a friend! 
On my last two trips with wife and kids , I noticed that'd the seam tape on the rain fly had started to fail ;(
This our primary shelter for trips when the entire family is coming IE: Wife, Two kids, Myself and the two dogs!
I usually bring along a big A frame tarp for the pups and hammock for my back and knees l, but as far as our primary shelter the mutha Hubba is the deal breaker!
Anyways the wife and I have decided to take the kids on an early fall camp out for 3-4 days next month.
So I decided to contact cascade designs to se if I could pay them to have the seems retaped .
The C.S.R was very prompt to tell me That they did not offer me any services of retaping or sealing seams ! But asked me if I could send him some pictures of the fly and seems ! So I sent him the pictures above !
A few hours latter I received an email from the C.S.R stating that in fact that they have had issues with the seem tape on this particular silnylon and offered to replace my fly entirely!
Not at all what I was expecting but anytime a company owns up and fixes problems with a product is just grade A in my book cascade designs will continue to get my business for many years to come ! As to there absolute wonderful hassle free and prompt customer service!
On a second note I've delt with them once before when they patched two holes in my full length neoair for a 9cool $20 and the customer service and repairs then where also super easy going!
Two thumbs way up for this kind of customer service!
They have made a customer for life out of me!
On my last two trips with wife and kids , I noticed that'd the seam tape on the rain fly had started to fail ;(
This our primary shelter for trips when the entire family is coming IE: Wife, Two kids, Myself and the two dogs!
I usually bring along a big A frame tarp for the pups and hammock for my back and knees l, but as far as our primary shelter the mutha Hubba is the deal breaker!
Anyways the wife and I have decided to take the kids on an early fall camp out for 3-4 days next month.
So I decided to contact cascade designs to se if I could pay them to have the seems retaped .
The C.S.R was very prompt to tell me That they did not offer me any services of retaping or sealing seams ! But asked me if I could send him some pictures of the fly and seems ! So I sent him the pictures above !
A few hours latter I received an email from the C.S.R stating that in fact that they have had issues with the seem tape on this particular silnylon and offered to replace my fly entirely!
Not at all what I was expecting but anytime a company owns up and fixes problems with a product is just grade A in my book cascade designs will continue to get my business for many years to come ! As to there absolute wonderful hassle free and prompt customer service!
On a second note I've delt with them once before when they patched two holes in my full length neoair for a 9cool $20 and the customer service and repairs then where also super easy going!
Two thumbs way up for this kind of customer service!
They have made a customer for life out of me!
