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September 12th, 2019

Dear customer,

We have discovered that we have received poles which have shock cords of inconsistent quality. We are very sorry that this has happened. If you have poles that have shock cord that are either white with blue stripes or white with red stripes, we ask that you check the shock cord. If it feels very loose or if you see areas where the rubber inside the white/blue or white/red sheath is broken, your shock cord is affected. We would be happy to send you new cord, or if you prefer, you can send us your poles and we will replace the cord for you. Please contact tentmaker@hilleberg.com and we will take care of you.

If you are on a trip and can’t replace or exchange the shock cord while you are out, you can do a temporary fix: Pull one of the stoppers out of the end of the pole and pull the cord so it has more tension in it. Then tie a bulky but easy-to-untie knot in the cord to act as the stopper. Just let the excess shock cord and stopper hang loose. Similar to how you use some avalanche probes, this will ensure that the pole sections stay together when extended and in your tent. After taking the poles out of the tent, untie the knot so the poles can be easily folded.

Again, we are very sorry that this has happened and we apologize for any inconvenience.

Please do not hesitate to contact us with any questions or concerns.

Sincerely,

Petra Hilleberg

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