Western Mountaineering Customer Support?

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OldBill

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Joined
Aug 18, 2015
Messages
106
Has anyone been able to contact WM? I had some questions regarding my ~20 yr old Versalite. Great bag but loft has declined (center is 4-5" vs 6" new) and was hoping to get more down added if possible. I've sent 3 emails over the past month with no response. A search showed I'm not the only one having problems. Both Facebook and bpbasecamp have posts from others with similar stories. They seem to be associated (owned?) by Adventure 16 as that is the email domain (WMSupport@Adventure16.com). Considered calling the number on their website but if service is this unresponsive, I'm not sure I trust sending my bag to them.

My girlfriend was going to get a WM bag as well so we can zip them together. I'm now leaning to recommending FF.
 

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fossana

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Jan 11, 2018
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419
That's a bummer since their bags are top notch. I would call Adventure 16 (corporate office), explain the situation, and see if they can fax/email you the repair form while you're on the phone. It sounds like you'd be shipping it directly to WM since Adventure 16 is a SoCal chain.

We can fix most issues at our factory in San Jose. Common repairs include rips/tears, overfill and zipper repair. Please contact wmsupport@adventure16.com for the proper forms and info.
 

3d3vart

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May 2, 2018
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124
I've had great response from WM. I've sent my 19 year old WM Apache in twice for restuffing. Quick and cheap repair. It takes some effort to track down the number of their HQ is San Jose, but you can do it. Going on 1000+ nights in my Apache - def one of my two favorite pieces of outdoor gear I've ever owned.
 

OldBill

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Aug 18, 2015
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The WM Facebook page (Community posts) has many similar complaints about reaching them via Adventure16. Understand and appreciate that it's a small operation and good to know they are helpful with repairs. One of the posts did suggest that there was phone number available to companies selling WM gear. There were WM responses to a few of the posts suggesting to use another email address with a westernmountaineering.com domain. So I did that today. If that doesn't work, I'll try to get the phone number from Adventure16 (great video link there showing WM bags being made, but their website seems to have other issues currently). Just frustrating that it takes so much detective work to contact a premier gear company, particularly given we pay a premier price.

Good to know I'm on the right track with possible restuffing,( even though I don't have half that use) and that (once reached) they have good support. My bag's in great shape and been washed only a handful of times. I use a liner most of the time and always clean sleeping thermals, socks and hat. Very little down has leaked over the years so I'm assuming the down is still mostly intact and in good shape. Just noticed it's not as warm as it once was and then confirmed loss in loft.

PS - Just found out via bpbasecamp that Adventure 16 is closing. That could be a big part of the problem, though the complaints on Facebook go back months.
 
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3d3vart

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May 2, 2018
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124
Forget emailing, and try to find the phone number. I've found it twice and they answered immediately. They just told me where and how to ship it to them and only charged me like $40 or something. I got the bag back in like a week or two if I remember correctly.

I wash my bag once or twice a year, sleep in it with whatever I'm wearing at the moment, cowboy camp regularly in the dirt etc., and the bag is still in great shape (maybe two small patches total over 19 years) and warm for three season use. Restuffing it is always nice though as the loft is improved and comfort increases somewhat.


The WM Facebook page (Community posts) has many similar complaints about reaching them via Adventure16. Understand and appreciate that it's a small operation and good to know they are helpful with repairs. One of the posts did suggest that there was phone number available to companies selling WM gear. There were WM responses to a few of the posts suggesting to use another email address with a westernmountaineering.com domain. So I did that today. If that doesn't work, I'll try to get the phone number from Adventure16 (great video link there showing WM bags being made, but their website seems to have other issues currently). Just frustrating that it takes so much detective work to contact a premier gear company, particularly given we pay a premier price.

Good to know I'm on the right track with possible restuffing,( even though I don't have half that use) and that (once reached) they have good support. My bag's in great shape and been washed only a handful of times. I use a liner most of the time and always clean sleeping thermals, socks and hat. Very little down has leaked over the years so I'm assuming the down is still mostly intact and in good shape. Just noticed it's not as warm as it once was and then confirmed loss in loft.

PS - Just found out via bpbasecamp that Adventure 16 is closing. That could be a big part of the problem, though the complaints on Facebook go back months.
 

3d3vart

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Joined
May 2, 2018
Messages
124
[/QUOTE]
Just frustrating that it takes so much detective work to contact a premier gear company, particularly given we pay a premier price.
And I argue that WM bags aren't a premium price at all if you consider their high quality that makes them last decades and may in fact be the last bag you ever have to purchase. Mine has cost me about $25 per year of use if prorated over lifespan so far. Waaayyyy better than some of the boutique and big name brands making the popular bags these days.
 

OwenM

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Aug 6, 2019
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Semantics, I know, but WM's quality is very close to Katabatic's, and while I'd definitely call both their pricing "premium", that word has no negative connotation for me. A premium price is what I expect for a genuinely premium product that is demonstrably superior in materials and/or construction quality. Paying more for a name, and getting a run of the mill bag, would be a very different story.
I got my WM bag on a rare 30% off sale, a bargain for sure! My Katabatic quilt is so far above any(ANY) other maker's quilts in design and execution that I think of it as a bargain, too.

Anywho...
408-287-8944 is the # I found for Western Mountaineering. I sent them an email yesterday evening, just to see, since this thread reminded me that I had both a question and suggestion for them. I'll probably wait and call after Thanksgiving if they don't respond via email.
 

LarryBoy

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Jan 4, 2015
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I found that you have to make the subject line really flashy and annoying to get a response. Such as:


***EMERGENCY UNACCEPTABLE LACK OF RESPONSE*** Re: Versalite 5'6" Issue
 

OldBill

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Aug 18, 2015
Messages
106
A premium price is what I expect for a genuinely premium product that is demonstrably superior in materials and/or construction quality.
Exactly my point. Hope it translates, eventually, to premium customer service in accordance with their quality standards. As previously stated, many others are frustrated by a lack of response to their email address as posted on the website. Thanks for the phone number. Found some old Backpacker ads with that number as well.
I sent an email to the address on Facebook so will give that awhile to be replied to. I find it always helps to have something in writing prior to the call. From all the searches related to this, it appears most have a positive experience with their service. Hoping for the same! Thanks to all for the help.
 

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OldBill

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Aug 18, 2015
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Great news! The email listed on the "About" section of the Facebook page did result in a quick response! Their website still lists the Adventure16 email with the statement "Authorized product support/service provided by Adventure 16." Hopefully, their website will get updated with a direct email, if not the phone number.

3 oz of additional down, inspection by experts and just an estimated few weeks turnaround for not a lot of money. Fits my definition of premium customer service. Even with the holidays, I'll have it back in time for winter backpacking in the Whites.
 

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