About a month ago, I noticed that my CamelBak bottle had broken. I could still use it, but it was more difficult, the bite valve didn’t want to lay flat. It would get caught and became a pain. Then a couple weeks after it broke another piece broke, it was almost unusable. I decided to reach out to CamelBak.
Once on their website, I found a lot of stuff written like stereo instructions with nice photos. From what I could understand, I was shit out of luck. I decided to reach out on their Facebook page and inquired about what options, if any, I had. To make a somewhat short story shorter, they said that they did in fact stand by their products and to email them. I did so and received a very boring and scripted email back. They were going to replace my piece, but not the entire bottle.

I think I waited about two weeks, then finally the piece came in the mail. I was surprised and almost taken back by the fact that the package contained no letter, no business card, nothing. What an amazing opportunity wasted. CamelBak could have easily put in a sticker, business card, hand written note, or something. I, as a consumer, have expectations and choices. The expectations of a highly prized product in a very competitive market fell very flat in my opinion. They could have again mentioned that they maintain the quality of their products by focusing on their customer service, but didn’t take the time to do so.
Opportunity is funny in that way. Some people run, others walk, many just fall flat on their face and don’t get up. Nice job. At a recent coffee meeting earlier this week with Chris Seiberling of etc! Graphics, I told him about my story. He was surprised that CamelBak didn’t jump at the chance to make a life-long customer out of me. We discussed how we like to do business with brands and people who we like, who care, who make an effort, and who try. It does not sound hard to me and I think Chris would agree. Taking five minutes to think and decide how you can turn a potentially negative experience into a positive one could have made me a life-long customer.
I can tell you now that if my CamelBak breaks, I will not be replacing it with another. As I stated earlier, I’m a consumer and I have choices. Show me a little added value and I will stick with you. Don’t care, don’t put in a little effort, or think it doesn’t matter, you are sadly very mistaken.
So, when was the last time you grabbed an opportunity by the balls? What did you do? What was a result of your quick actions? I hope better than what CamelBak did for me!!