On a recent trip, one of the DAC aluminum support arms broke at the hub on one of our Helinox Camp Chairs. Not a bid deal; was able to take it apart and put it back together and it was serviceable for the remainder of the trip. Helinox has a 5 year warranty, so I filed a claim and provided a pic of the broken piece upon returning home. Easy fix in my mind; simply send me a new DAC tube.

Well, Helinox wanted me to send in the entire frame so they could repair it. When I asked why I could not simply send in the one broken piece-or easier yet, simply send me a new tube, the response I received was rude, condescending and not appropriate.

Frustrating, to say the least, and I am looking forward to trying out a Big Agnes chair next year.

It is their warranty. If the terms of the warranty are: You send in the frame. If you give them a hard time about it, then you need to consider what role you played in the service failure.

Also, Big Agnes and Helinox are the same company aren't they?

2 years ago when Big Agnes was still the distributor for Helinox I sent them my Chair One because the two front legs were bent. The service was great, they fixed it and sent it back within a week or so. However I now have a Helinox Chair One with a blue anodized frame except the front legs which are silver.

Well they don’t need to be rude, but that is what BA and Helinox have always done for me. It is their policy. They aren’t the same company but they have the same policy.

Broke a tent pole and BA made me send the whole pole in, all I needed was one section, BA originally wanted me to send the whole tent in at my cost—I talked them down to just the tent pole that was broken. Helinox did the same for a chair zero failure.

I think I was annoyed too as I had to pay shipping for the return to both companies , but in the scheme of things it was a small cost. I came to realize they have a policy of inspecting equipment that was damaged. I think company’s have been burned by just sending a part and then the person requesting it was wrong or fixed it incorrectly or just plain false claims of failure—the cheaters ruin it for us honest people...that’s why REI, Cabela’s, Duluth trading have all changed return policies.

T

Helinox and Big Agnes no longer work together.

Gander Outdoors has Helinox chairs on clearance right now for $69.

I decided to go with a BA Big Six after talking to a BA sales rep at Canoecopia, I have met her earlier at other events. BA decided to produce their own furniture based on Helinox service demands, apparently somewhat onerous to BA. Their new BA brand furniture carries the BA warranty and service. The Big Six impressed me more than the Helinox Sunseter that I was intending to buy. She could not sell any at Copia as they were the only current demos. Due to my early interest I came home with a 40% personal discount on any one order purchase. SOB and I got a pair of the first production runs and are very happy with them.

BA has sent me single replacement pole sections for free after I explained the pole assemblies were fully dis-assembled by me and I would rebuild it myself. One for a Copper Spur solo and another for an Emerald Mountain 2. Have had warranty service on air core pads and sleeping bags, without any hassles.
Maybe my luck, or I've accumulated a supply of karma!

butthead

butthead: "I decided to go with a BA Big Six after talking to a BA sales rep at Canoecopia, I have met her earlier at other events. BA decided to produce their own furniture based on Helinox service demands, apparently somewhat onerous to BA. Their new BA brand furniture carries the BA warranty and service. The Big Six impressed me more than the Helinox Sunseter that I was intending to buy. She could not sell any at Copia as they were the only current demos. Due to my early interest I came home with a 40% personal discount on any one order purchase. SOB and I got a pair of the first production runs and are very happy with them.


BA has sent me single replacement pole sections for free after I explained the pole assemblies were fully dis-assembled by me and I would rebuild it myself. One for a Copper Spur solo and another for an Emerald Mountain 2. Have had warranty service on air core pads and sleeping bags, without any hassles.
Maybe my luck, or I've accumulated a supply of karma!


butthead"

Well now I am mad at BA! :)

I have had great CS experiences with Big Agnes, Nemo and MSR. Pole failure on a BA tent a few years back and they sent me the section requested, no questions asked, once I showed a pic. And I get if it's their policy to request the entire frame for whatever reason, but what I do not understand is flat out arrogant, condescending comments when replying to my inquiry.

OCDave: "It is their warranty. If the terms of the warranty are: You send in the frame. If you give them a hard time about it, then you need to consider what role you played in the service failure.


Also, Big Agnes and Helinox are the same company aren't they?"

Not sure how asking a question is giving them a hard time.

Frenchy19: "

OCDave: "It is their warranty. If the terms of the warranty are: You send in the frame. If you give them a hard time about it, then you need to consider what role you played in the service failure.



Also, Big Agnes and Helinox are the same company aren't they?"

Not sure how asking a question is giving them a hard time."

You and the customer service rep would be the only ones who know the content and more importantly the tone of your conversation. Asking a question vs questioning their warranty policies, while the same in your own view, could be interpreted differently on the other end of the phone conversation.

I am only suggesting that when you call out a company for being rude you should also check your own contribution.

Have a great day

About to find out the customer service works. They had me take a picture of the damage as part of the process. They have not asked me to mail anything or sent anything yet, beyond confirmation they have received my request.

Look into the REI version of the Helinox. The REI Flexlite is cheaper and more comfortable (not quite as deep, this more back support) plus REI’s return policy is pretty awesome.

I’ve taken mine on several trips and have had two Helinox owners try and trade me.

https://www.rei.com/product/148035/rei-co-op-flexlite-chair-print

LOL. How about the Walmart version- Ozark Trail. $20.

I'm 260# and it works for me...

I am skeptical about the request to return the entire product to affect a repair to one small part. That seems to me like an intentional barrier to warranty claims due to the inconvenience and cost to the customer. Not an intelligent way for intelligent people to do business. Call me cynical but I have my reasons.

I would hazard a guess that the majority of products that die under warranty are never serviced by the guarantor. So it surprises me that companies are so chintzy about such things. I think Frency19 made a reasonable request. Helinox should have worked with him.

Fate: "Look into the REI version of the Helinox. The REI Flexlite is cheaper and more comfortable (not quite as deep, this more back support) plus REI’s return policy is pretty awesome.


I’ve taken mine on several trips and have had two Helinox owners try and trade me.


https://www.rei.com/product/148035/rei-co-op-flexlite-chair-print"

+1
Their Labor Day sale starts pretty quick as well and the chairs are reduced. They are really nice and weigh a pound.

This thread inspired me to do a little research on camp chairs.
First off...I have the Helinox and have been happy with it so far.

All of these links are chairs with about the same specifications give or take...
Helinox

Ozark Trail

REI branded

Quite a disparity in price

TechnoScout: "This thread inspired me to do a little research on camp chairs.
First off...I have the Helinox and have been happy with it so far.


All of these links are chairs with about the same specifications give or take...
Helinox


Ozark Trail


REI branded


Quite a disparity in price"

Not a fair comparison. The other two chairs weigh twice as much as the helinox :)
Probably the one pound doesn’t mean a lot to many but it does to me.

REI makes a comparable one to the Helinox one you linked to it is 1# and is $99, but will be 30% off by this weekend though. Flexlite air.

I understand the point you are making though, there are options at different price points.

T

timatkn: "

TechnoScout: "This thread inspired me to do a little research on camp chairs.
First off...I have the Helinox and have been happy with it so far.

All of these links are chairs with about the same specifications give or take...
Helinox

Ozark Trail

REI branded

Quite a disparity in price"

Not a fair comparison. The other two chairs weigh twice as much as the helinox :)
Probably the one pound doesn’t mean a lot to many but it does to me.

REI makes a comparable one to the Helinox one you linked to it is 1# and is $99, but will be 30% off by this weekend though. Flexlite air.

I understand the point you are making though, there are options at different price points.

T"

Fair point.
Here are the numbers
Helinox- 1lb
REI- 1lb 12 oz
Ozark- 2.2lb

For backpacking...a big difference. For paddling, meh, maybe not so much (age dependent).

Different models make a comparison difficult. I tried a compare on REI with similar chairs based on weight and price, REI Online Compare but the makers offer several models in slightly differing configurations. The Chair one and Flexlite Air both same price but the Flexlite is 1 pound and the Chair 1 2 pounds.
I do have 3 of the original REI Flexlite's with side to side crossbars like the Helinox. But for a tall backed lightweight chair went with Big Agnes Big Six. The solid connections thru the tubes feel more sturdy and less wiggly in use compared to a Helinox Sunsetter. And a warranty from a company I have had good results with personally.

butthead

Fate: " REI’s return policy is pretty awesome."

It used to be awesome. It's only one year now.

LilyPond: "

Fate: " REI’s return policy is pretty awesome."

It used to be awesome. It's only one year now."

Only one year? That is pretty generous.

LilyPond: "

Fate: " REI’s return policy is pretty awesome."

It used to be awesome. It's only one year now."

I’m pretty sure REI branded items still come with a lifetime warranty. I’m not sure about the “return policy.”