Hi @REI-JohnJ . I have seen several other posts regarding this issue, and the recommendation to go directly to Tent Pole Technologies for assistance. Has REI considered a partnership with that company, so that REI customers and Co-op members can work with you (REI), a company that we are familiar with, have accounts with, and have local stores to assist with the questions and handling of these issues?
Personally, I think that would serve multiple purposes. Likely TPT would see an increase of business, REI would receive more foot traffic, as well as get more "credit" for customer service and sustainability, and the customers/end-users would have a better overall experience.
Just food for thought...
one or more gifts or other benefits from the co-op.