Sun Mountain - Brilliant Servce

[User 105]

Sun Mountain - Brilliant Service

I've had my Four5 stand bag for probably 2, maybe 3, years now. It gets a lot of use and the padding in the shoulder straps has started to wear through and cut into my shoulders a bit.

I dropped an e-mail to Sun Mountain in the US inquiring if I could get replacement straps from anywhere expecting to have to buy the spare part, or replace my bag entirely. They pointed me to their UK distributor, Brand Fusion, who I dropped an e-mail to.

Within a day they got back to me, asked for my address and within a couple of days they sent me new straps free of charge !!!

No questions about how long I'd had the bag, or why the straps needed replacing.

Just where do you live and we'll send you a replacement.

It's service like this we need to see more of. I can almost guarantee that my next bag will be another Sun Mountain bag after that.

 

[Sweep]

Re: Sun Mountain - Brilliant Service

I am really pleased you had a much better experience with Sun Mountain than I did. Nice one.
I never received a reply from Sun Mountain in the US and Sun Mountain in the UK decided to engage in a verbal argument on the phone before telling me I had to deal with Sun Mountain in Europe, who also never replied. I have never heard of Brand Fusion though so maybe the imbecile I was talking to was nothing to do with them.
Due to the service (or lack of) I received, I will never use Sun Mountain again, but you take as you find and I am genuinely pleased you enjoyed a better experience.

 

[User 105]

Re: Sun Mountain - Brilliant Service

Sweep sorry to hear about that. So easy for companies to loose customers this way. But also keep customers if they do it right.

If it's still a problem try dropping Mathew at Brand Fusion an e-mail. Details are on their website.

I'm sure he'll be more than happy to help.

 

[Bratty]

I had the same last year, when I realised my bag rainhood had frayed rubbing on the trolley.

A quick check on the SunMountain website suggested Brand Fusion were the main distributor in the UK, and when I emailed them, sure enough I had a reply same day asking for address and a new one was sent out free, even though it was not a faulty product, and was just wear and tear.

Top service from Brand Fusion.

 

[Waitforme]

Brand fusion sent me a new bag after one of the top dividers broke , bag was out of warranty . Top service.

 

[toyboy54]

Westy ...glad for you and the others who have had such good service pity I can't say the same for Stewart golf and their attitude about their zips failing on their waterproof bags despite having very little use.Will certainly not be using them again!Am now looking at the H2NO from Sun(I already have one of their lightweight bags)

Jimbo

 

[ColchesterFC]

Just had a similar level of service from Loudmouth Golf. I'm a member of their LMx Club which gives exclusive designs etc for members and as part of one of the packages I got a pair of sunglasses. They recently broke during normal wear so I emailed to ask if they would be introducing sunglasses on their UK website so I could buy a replacement pair. Got an email back saying they weren't currently going to be stocking them. The next day I got another email saying that they had managed to source me a new pair and they would be in the post that day free of charge. I love a company that realises that their customers are the most important part of their business and if they keep them happy they will stay loyal to them.