I am so sorry to hear that. Honestly this hook situation caught everyone off guard. We had the same thing happen to us. 2 in a row. Ill bet we both had this happen at the same time. The best way to resolve the issue at this time is have them send you a replacement set of hooks, not a ladder. They have the correct fiber reinforced hooks now. All new tents moving forward have the Aluminum hooks. It's really nice. Unfortunately to adapt this new style to existing tents requires some retrofitting. That said, the replacement fiber hooks work just fine.
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I'm less worried about the hooks than I am with James Baroud USA's customer service. I think them getting to put their hands up in the air and pass it off to HQ down in South America isn't right and sets a bad precedent if/when more customers start having issues in the coming years.
But I do know that James Baroud USA / OK 4WD is listening and I'm sure in the least they will improve their customer service relations because of this. Instead of denying my claim and blaming me they should have told me to visit a dealer to inspect it....which would easily prove I'm not at fault. But instead I had to press the issue to get results, which isn't good or fair for anyone.