Below is a slightly edited version of a letter I sent to
MEC, Mountain Equipment Co-op, about the problems and disappointments with MEC products and services seen during a visit to a MEC store. The exact store location is edited out as I don't want to blame any particular team of front-line workers, seeing as I believe the problem is more systemic and a reflection of the top-down corporate culture at MEC.
Interestingly, some of the points raised here applies to software and tech companies too, in how to treat customers and how to design products, if you can think laterally to those areas while reading below.
I don't really like posting these kinds of open letters, but most people in the know who would critique MEC would probably just rather buy their gear elsewhere and spend their time in the mountains instead. Seeing as the following was already written, it doesn't cost me anything to copy-paste the below, so here it is.
I've read from several sources that MEC has explicitly stated their mission has changed over the last decade or so to try to attract more urban activity people rather than appealing to the technical backcountry crowd.
Fair enough, if that's what the Board of Directors has approved as part of their reading of what the people who voted them in wants them to do. Who am I to deny the democratic process in this co-op?
But a few things:
1. Products
Pretty please, could you retain at least some design time and some staff who can actually help design MEC clothing or gear that are actually good technical gear at a fair price?
Pants as just one example has turned into a circus of yoga inspired pants everywhere. The expedition trekking, technical, or light mountaineering pants that were MEC brand kept getting End of Lifed and clearanced, then a new version comes out that's more everyday stylishly wearable --- I guess to attract more customers --- only to be again End of Lifed and clearanced off again. The cycle repeats as the technical functionalities gets watered out with stylishness.
1.1: Hats
Hats as another and more in-depth example, the original topic that inspired this email as I was looking at the
MEC Rover Hat. You've got plenty of other brands of hats that's like the Rover Hat, all with a mix of flaws and different target audiences. You had a chance to make the Rover Hat make some logical sense as it currently has no functional sensibility --- and if there's no technical functional sensibility, then why wouldn't I just buy a "better branded" hat of that style? Here's what I mean.