My wife and son went on their first overnight backpacking trip without their trusty guide (that’s me).  They brought along my NEMO Dagger 2P tent, as it’s my choice for a 2-person trip due to its light weight and low packed volume.

So you can bet I was pretty disappointed when they came back and said the fly was damaged.  No one could really tell what happened, but the fabric separated from the hemmed edge and was torn.  And of course, all tension is gone, making the fly essentially useless.

I wrote to NEMO for help, because the tent was still on its inaugural season of backpacking.  Customer service is a great thing!

I sent in the fly and received a confirmation that they received it (nice).

Very quickly after that, NEMO sent an email saying it was covered by warranty and was being shipped to their repair facility (nice).

About two weeks later, the repair was done and on my way back to me (very nice).

I assumed that a tear like that would mean they actually just sent me a new fly.  But instead, I received a very nicely repaired fly.

Now, realistically, this fly is INCREDIBLY heavier than my original (we’re talking backpacking terms here), but I love their commitment to repairing quality lightweight goods.  Rave to NEMO for great customer service, communication, and a skilled group of people who care enough to fix it instead of just replacing it.