This is the story of my recent frustrating customer service experience with a San Francisco based outdoor company. I decided to write about this not to name and shame the company, but to highlight the importance of customer service for the outdoor industry. In a time where we are trying to get more people outdoors, you can spend all the money and focus on getting a consumer to buy your product, but if you drop the ball on the back end, that customer is most likely not coming back and if a newcomer, may taint their initial overall outdoor experience.