Customer service is a joke - CamelBak Max Gear Bottle Pouch

Im so mad at Camelbak and heres why; Just read the emails, and note the dates.
Original Message
Received: 6/29/13 9:56:08 PM PDT
To: customerservice@store.camelbak.com
Subject: bottle pouch

Hello I recently purchased your bottle pouch coyote color tactical, however I noticed it had a small tear near the back molle webbing. I would like to either have the product replaced or repaired.

From: Camel Bak [mailto:customerservice@store.camelbak.com]
Sent: Sunday, June 30, 2013 22:29
To: Charles Mechling
Subject: RE: bottle pouch

Dear Charles,

Thank you for taking the time to write to us.

Were very sorry to hear about the problem you are experiencing with your purchase. Please click on the link below:

http://www.camelbak.com/Sports-Recreation/Support/Warranty.aspx

If your issue cant be resolved with a few replacement parts, please complete the Replacement Form so we can assist in replacing your item under the terms of the Got Your BakT Lifetime Guarantee.

We apologize for the inconvenience that this may have cause you. If you should have any further questions, please give us a call at the number below.

Kind Regards,

Customer Service
Camelbak Online
customerservice@store.camelbak.com
877-404-7673 Phone
323-325-9876 Fax
http://camelbak.com

From:
Sent: Sunday, June 30, 2013 6:11 PM
To: militaryinternationalwarranty
Subject: FW: bottle pouch

Hello Im forwarding this message to this department because I currently am overseas. My issue as stated below has not yet been resolved. Please inform me of the steps to take while overseas (Seoul, South Korea)

From: Andy Eden [mailto:AEden@camelbak.com]
Sent: Tuesday, July 02, 2013 09:30
To: Charles
Subject: RE: bottle pouch

Charles,

Sorry to hear that you are having troubles with your Max Gear Bottle Pouch Coyote (SKU 90652). We would like to replace your Bottle Pouch at no charge, covered under our Got Your Bak Warrantee program.

I can get one out pretty quickly to your address in Seoul, or if you have another location, can you please provide it to me?

Thanks,
Andy Eden
International Military & Tactical Sales Lead
CamelBak Products, LLC
Direct Line: 707-796-9251
Fax: 707-665-3844

Sent: Thursday, July 18, 2013 15:41
To: Andy Eden
Subject: RE: bottle pouch

Mr. Eden

I spoke with over the phone the July 3, 2013 about my Camelbak water bottle pouch. As discussed you said you would ship out a new one to me after the independence day weekend. May I please have an ETA on the item, as I will be needing to use it on a trip at the end of the month.
Thank You.

Best Regards,
Charles Mechling

Received: 7/24/13 9:44:20 PM PDT
To: Camel Bak
CC:Andy Eden
Subject: FW: bottle pouch

Hello I have tried contacting Camelbak for support in this matter, and have not received any feedback since July 03, 2013. Attached you will find the product replacement form for the item. However I ask that you consider the situation, sending the item to camelback from Korea will cost me around $14.00 (USD) I paid approximately $18.00 for the item. I have purchased many camelback products in the past and have always been satisfied (BFM, AllClear, Grooves, Eddy, Linchpin for my brother, HAWG for my girlfriend, and other products while being deployed overseas to Iraq) I dont understand why I havent received any response other than the initial contact. It has been over 2 weeks (14 Business Days) I have tried contacting via phone call, and email also with unsuccessful results. Please consider that the item itself really isnt the issue as the item is only worth $18.00 I could easily purchase another one. Its more the principle of the situation that irritates me. I have been a loyal customer to camelback for many years, however If this matter is not addressed, Im sure I can take my business elsewhere.

Best Regards,
Charles Mechling

From: Camel Bak [mailto:customerservice@store.camelbak.com]
Sent: Thursday, July 25, 2013 16:18
To: Charles Mechling
Cc: internationalwarranty@camelbak.com
Subject: RE: FW: bottle pouch

Dear Charles,

Thank you very much for contacting us. Charles, once again we apologize that your problem has not been resolve yet. We are re-forwarding your claim to our warranty department. As it does take some time to address each and every inquiry, we kindly ask for your patience a little bit more if you experience a delay in our response. lf you should have any further questions, please give us a call at the number below.

Jeff
Customer Service
Camelbak Online
customerservice@store.camelbak.com
877-404-7673 Phone
323-325-9876 Fax
http://camelbak.com

Received: 7/26/13 12:06:47 AM PDT
To: Camel Bak
Subject: RE: FW: bottle pouch
I understand all matters take a bit of time to process, but 14 business days should be an ample amount of time for such a minor task that entails of placing an item into a box and sending it out. The matter is beyond patience, considering it has been almost a month since my initial contact. (June 29, 2013) Can I please have a timeframe?

Best Regards,
Charles Mechling

From: Camel Bak [mailto:customerservice@store.camelbak.com]
Sent: Thursday, July 26, 2013 17:50
To: Charles Mechling
Cc: internationalwarranty@camelbak.com
Subject: RE: FW: bottle pouch

Charles,

We do understand your situation. As soon as we get the answer, we will contact you. All our customers are important to us and we sorry for the delay. I am checking daily until we get an answer. Once again, We apologize for the inconvenience that this may have cause you. If you should have any further questions, please give us a call at the number below.

Jeff
Customer Service
Camelbak Online
customerservice@store.camelbak.com
877-404-7673 Phone
323-325-9876 Fax
http://camelbak.com

And whats the final result well its August 21st i still have yet to hear from them or more importantly received a replacement for my item.

This review was written in the old system and had content requirements that are different than reviews written today.