Kevin Judy and Emma
Well-known member
MSR response
I sent this email to MSR and received this response:
Hello,
I recently purchased a pair of LA's. I had been quite happy with them
on the few hikes I have had them for, up until now. On the last hike
out I was surprised to see that the front cleat had completely broken
off one of the shoes. I have a lot of MSR equipment and have always
been happy with it, but was disappointed, and frankly shocked, that
this occurred. Perhaps I am naive in thinking that snowshoes won't
break. They do take a beating out there, but in no way did I abuse
them, they just didn't hold up to what I thought was pretty normal
use. I had read good reviews and knew people that used them to climb
the winter 4k's here in NH. I was sure these were what I wanted. I
was looking for a more aggressive shoe with a televator for the steep
pitches and crusty snow conditions here in the NE.
Fortunately for me, I didn't even notice that they had broken until
the long road walk on packed snow at the end of the day, and not at
4300' between summits. Perhaps this is a testament to the shoes, that
I got through the hike, despite them breaking, but now, my question
is this, how do I get them fixed? The metal frame is broken where the
cleat should be, and the rivets popped and although I am handy, I do
not feel comfortable with replacing the piece my self. I am also not
thrilled about the idea of paying for shipping to your company for
repair. Should I return them to REI in Reading Ma. where I purchased
them, or can you send me a shipping label so I can send them to you?
Kevin,
Thank you for contacting Cascade Designs Inc.
I recommend that you send in just the broken binding itself and we will replace it. To remove the binding all you need to do is remove the two small split rings on the bottom and pull out the small pins. You can either ship these in or REI will often send items in for customers. We will pay for the shipping back. Here is a link to our return products form and additional shipping information: http://www.cascadedesigns.com/contact_us/repair_form.aspx
As a side note rarely do we see bindings for the Lightnings come back broken as they are our most sturdy bindings so I am not sure what happened here but they are warrantable.
Nathan Hamm
Cascade Designs Inc.
4225 2nd Ave. South
Seattle, WA 98134
1(800)531-9531
[email protected]
Quality Innovation Service
I didn't mention bindings, but maybe I'm using the wrong terminology? What I call a cleat is what broke. Maybe I should call it a crampon? At any rate, I am returning the broken piece.
This is what it should look like.
Note the two small rings used to remove it. To think that I could remove those rings in the field, in the snow, with cold fingers is nuts, I could barely do it in my living room with my clumsy fingers. Even if I had managed I probably would have dropped them in the snow, gone forever. It would have done me no good anyway, as the design is such that the whole stirrup (again, terminology?) needs to be replaced. Even duct tape wouldn't have saved me because by the time I realized the cleat was broken, I was probably miles away from where it was buried in the snow. I don't see myself carrying a whole stirrup in case one breaks on the trail.
I am mailing it out in the morning. Will post the turn around time.
KDT
I sent this email to MSR and received this response:
Hello,
I recently purchased a pair of LA's. I had been quite happy with them
on the few hikes I have had them for, up until now. On the last hike
out I was surprised to see that the front cleat had completely broken
off one of the shoes. I have a lot of MSR equipment and have always
been happy with it, but was disappointed, and frankly shocked, that
this occurred. Perhaps I am naive in thinking that snowshoes won't
break. They do take a beating out there, but in no way did I abuse
them, they just didn't hold up to what I thought was pretty normal
use. I had read good reviews and knew people that used them to climb
the winter 4k's here in NH. I was sure these were what I wanted. I
was looking for a more aggressive shoe with a televator for the steep
pitches and crusty snow conditions here in the NE.
Fortunately for me, I didn't even notice that they had broken until
the long road walk on packed snow at the end of the day, and not at
4300' between summits. Perhaps this is a testament to the shoes, that
I got through the hike, despite them breaking, but now, my question
is this, how do I get them fixed? The metal frame is broken where the
cleat should be, and the rivets popped and although I am handy, I do
not feel comfortable with replacing the piece my self. I am also not
thrilled about the idea of paying for shipping to your company for
repair. Should I return them to REI in Reading Ma. where I purchased
them, or can you send me a shipping label so I can send them to you?
Kevin,
Thank you for contacting Cascade Designs Inc.
I recommend that you send in just the broken binding itself and we will replace it. To remove the binding all you need to do is remove the two small split rings on the bottom and pull out the small pins. You can either ship these in or REI will often send items in for customers. We will pay for the shipping back. Here is a link to our return products form and additional shipping information: http://www.cascadedesigns.com/contact_us/repair_form.aspx
As a side note rarely do we see bindings for the Lightnings come back broken as they are our most sturdy bindings so I am not sure what happened here but they are warrantable.
Nathan Hamm
Cascade Designs Inc.
4225 2nd Ave. South
Seattle, WA 98134
1(800)531-9531
[email protected]
Quality Innovation Service
I didn't mention bindings, but maybe I'm using the wrong terminology? What I call a cleat is what broke. Maybe I should call it a crampon? At any rate, I am returning the broken piece.
This is what it should look like.
Note the two small rings used to remove it. To think that I could remove those rings in the field, in the snow, with cold fingers is nuts, I could barely do it in my living room with my clumsy fingers. Even if I had managed I probably would have dropped them in the snow, gone forever. It would have done me no good anyway, as the design is such that the whole stirrup (again, terminology?) needs to be replaced. Even duct tape wouldn't have saved me because by the time I realized the cleat was broken, I was probably miles away from where it was buried in the snow. I don't see myself carrying a whole stirrup in case one breaks on the trail.
I am mailing it out in the morning. Will post the turn around time.
KDT
