It was not a big deal so I waited a few years then finally sent it to Hilleberg in Washington state. I had several emails back and forth with them, had to clean my tent, send a tracking number, send info about repair and my tent etc. In other words it was not a quick simple process. They replaced the entire zipper which was more then I thought was needed but maybe that was required to get it working properly. When done I was informed I needed to pay my invoice for $125. I had no idea I was going to get charged for this until the work was complete. I only paid $220 for the tent brand new (I had a 50% off coupon from Huntin Fool).
I assumed it was a free repair - otherwise I would have never sent it in. Until now I forgot that Hilleberg Germany said it was a free repair (2-3 years ago). I decided not to argue and paid the bill.
My tent has now somehow been delivered to the wrong house in a city a 1 hour drive away. I have NO IDEA why, I lived there 12 years ago and definitely did not ever give that address to Hilleberg. I checked and the letter they requested I send with the tent did include my correct address - and I emailed it to my contact at Hilleberg WA.
I am waiting to here back from them but I am not happy. Beyond somehow sending out my tent to the wrong place I was never informed about a charge or given an estimate before the work was done and I was originally told it was a free repair - maybe the lifetime warranty expired:)
Is this covered under warranty? If yes what should I do?"
They responded about zipper care and offered to send some replacement slides - which they did. They did not answer my question about this being covered under warranty (I though they said it was covered I was wrong).
I sent a Mountain Hardware tent in that was less than 1 year old and had a similar experience with having to clean it, cost, etc. Warranty didn't cover the damage even though what they assumed happened, didn't happen. Fabric simply failed in one area.
Sent a Cabela's Alaska Guide model tent to a place in Colorado for zipper replacement 15 years ago, same deal. Clean it, pay $150 or so, etc. Not covered by Cabela's although the tent was less than 5 years old.
1. Sending my tent to the wrong address! I spent $125 for a repair and di not get the tent back!
2. Never telling me if it was covered by warranty when directly asked.
3. Making the repair then informing me what I owed - at no point beforehand did I ever get any hint I was going to be charged.
They did call me yesterday twice I could not answer and she was in a meeting the rest of the day I will call them Monday.
I am trying to present a fair description of what happened. I thought originally 3 years ago they said it was under warranty they did not - that is completely on me. They still should have answered my question and provided an estimated repair cost. I accept reasonability for my assumption and I give them credit for reaching out to me as soon as they realized delivery was to the wrong place. I will report back here with the result.
I do like the tent quit a bit.
Assuming I get the tent (which I am sure I will) I would say they resolved the issue.