Props to...rad customer service / warranty experiences

[El Chupacabra]

I'm amazed they sent me a warranty frame 13 years later. All they had left were 16" frames, so maybe they're just happy to clear out ancient old stock.

[hafjell]

Just had three good experiences.

BD sewed a new zipper on a ten year old jacket. Free except for shipping. They claimed they were backed up, expect to wait. Package arrived two days later--I assumed it was for my 6 year old's birthday and shoved it in the closet. Went to open it last night and realized they turned it around in an eye-blink. They must have made the FedEx delivery guy who dropped it off wait while they worked on it. Insanely fast turn around time. They only replaced the single zipper side that was broken. Impressively Yankee for an SLC company.

Arc just gave me full credit for a out-of-warranty jacket with another busted zipper. Thanks. Very nice of them.

Patagonia also gave me credit for a jacket that failed after less than a year. They only gave me half credit, but perhaps they found the order and saw that I got it on sale? I don't remember. Returned money to my card.

All three made it pretty easy. I know these are large companies with resources, but still nice to be treated fairly.

[esseff]

+1 on OR. Had a Goretex jacket and a zipper broke. Uploaded pictures to return portal and they credited me more $ than I paid for the coat.

+1 on Smith Optics. Chromapop lens started to delam.....more likely due to handling than defect. Uploaded pictures to return portal and they credited me more than I paid for the glasses.

[cravenmorhead]

IIRC Patagonia's policy is that if they're refunding you, they'll refund the purchase price if you provide proof or, if no proof, refund at the most recent sale price.

[gorgonzola]

Broke a BOA lace on my Lake MTB shoes last weekend, the goog took me to the BOA site which easily ID'd the right replacement and they're shipping me a pair. I hope the actual replacement goes as easy as ordering them

[Meadow Skipper]

For $5 that went toward postage, Patagonia has repaired a blown seam on some soft luggage I got from them at least 10 years ago.

I’ve pretty much given up on Patagucci clothing because of weird sizing and fit and such, but if I need luggage or wading gear, they’re going to be under consideration.

[JPaul]

...
I’ve pretty much given up on Patagucci clothing because of weird sizing and fit and such, ....

I have a weird-shaped sister that tore a huge hole in her Patagonia down sweater last fall. A quick online chat with them and they:
- Sent out a set of tenacious tape patches to get her through the winter
- Told her to send it in to them for a proper repair in spring

The two-step process was their suggestion to make sure she had something for the winter. She eventually sent it in and just got the jacket back last week, and says the repair looks great (unnoticeable).

Cost her a nominal $5 (to print shipping label) that she hypothesizes is just to get people to commit to sending stuff in (repair pipeline management). This is an expensive item for her, and I'm really glad that Pata treated her so well on a problem she caused.

[johnnyg82]

In 2018 (iirc, yeah, late to the thread) my daily commuter 2011 Brodie Dynamo frame cracked around the BB shell. Took it to the shop I got it from, and contacted Brodie, fully expecting nothing really. I had thousands of km's on that frame, and it owed me nothing. Brodie and my LBS (Phat Moose Cycles in Ottawa), totally stepped up. Brodie sent a 2015 NOS frame, and Phat Moose rebuilt everything. I got a few parts added, at my expense which I am fine with.

So props to Brodie Bikes and Phat Moose Cycles.

[The SnowShow]

I’ll give props to Garmin. My watch was draining the battery super fast in GPS mode (100% to 15% in 2 hours of hiking or biking) and they are going to replace it. I was worried they’d give me a hard time and say that’s just how it is in GPS mode but they couldn’t have been more helpful.

[old goat]

I returned a pair of flip flops to Olukai because I didn't like the hard leather toe post. They credited my cc even though the return is still in the hands of Fedex. (I wound up buying a different pair.)

[rideit]

Santa Cruz.
I snapped one of their new Fillmore valve stems in half on a long ride due to (likely) too aggressive pumping action. Sent them pics last night at 11pm, they had new ones in the mail for me by 11:00 AM.
Never dealt with S.C., very impressive. However, I have certainly never seen a failure like that.

[slcdawg]

Shady Rays. Two free replacements (scratched, lost, damaged, etc.) no questions asked. I have taken advantage of that with my teenage son who loses stuff constantly.

[cravenmorhead]

Speaking of shades, I just got replacement lenses for two more pairs of Goodrs that I scratched the everliving shit out of. Impressive at their price point.

[Bite Me]

Arcteryx is legendary to me in their customer service and support. I had a Beta AR in bright red that I loved and the tape started delaming on the bottom (no skirt, thank you). I sent it in and they said, "no problem, but we're kind of busy, OK if we send you a new one?". Well that was an offer I couldn't refuse, but the colors weren't what I wanted, so I asked if I could have the old one back too, and I could repair it myself with heat tape - Arcteryx response - sure, no problem, and both came in the mail. Awesome, just awesome.

Shitheads - Mountain Hardwear - I had a Beryllium jacket that I had worn VERY infrequently (maybe 10 times), and that started to delam around the pockets. Mountain Hardwear - meh, it's too old (even though it looks fucking new), so too bad. Never again any MH for me. They could take a lesson from Arcteryx.

Oh, off the outdoor topic, I have some Goldenear speakers (Sandy Gross latest adventure after Polk and Def Tech) and I had some issues not of their making like grills that got ripped, a tweeter that stopped working and a couple of other things, and they are QUICK to say "What's you address please, we'll get one out tomorrow", even though they're 3-4 years out of warranty. Can't tell you how much I admire Goldenear. They're now owned by Audioquest so let's see if that keeps up, but for now, AWESOME!

[XXX-er]

I got that piece^^ I think that color is " Molten " and i love it

I've had arcterxy fix or replace a number of their products,

people say they can't afford to buy Arcterxy but i can't afford not to buy Arcterxy

[old goat]

I had a mountain hardwear tent with delaminated seams, due to faulty glue. They replaced it without hesitation. The closest current model was more expensive but they didn't charge me the difference. I've had no problems with any MH products. Bite me--you don't say what MH did when you tried to warranty it.

[DigSki]

Nordica warranty department kills it (Josh specifically). I bought striders a couple years ago and I ski them pretty hard in the resort. I broke the walk mode mechanism and Josh sent me a replacement walk mode for free. That fixed the problem, but he had me send them back end of the season to get a new pair for free. Pretty sick, brand new pair of boots for free. Then I broke the same exact part this year, emailed him about it to get another replacement walk mode mech and just let him know that part seems like a weak point…and he said “alright, clearly these striders are too fragile for you. Pick any alpine boot you want and we’ll get them replaced this summer.” Pretty dope.


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[doebedoe]

Speaking of shades, I just got replacement lenses for two more pairs of Goodrs that I scratched the everliving shit out of. Impressive at their price point.

I ate shit on a trail run a few weeks ago broke the arm of my frames. Submitted online warranty claim stating as much with a photo, immediately got a shipping notice of new pair headed my way. Hard to complain for $25.

[EWG]

Had a couple of stripped allen screws on a Rocky Mounts bike rack. Called to ask them what screw it was so I could buy some. Instead, they sent me the entire assembly without charge. Plus a beenie.

Good stuff.

[cravenmorhead]

More Patagucci fanboy reports: I had an 8 year-old shell that had seams starting to delam; I had repaired other holes with tape and restitched velcro. And a pair of board shorts that were starting to fail to hold stitches thanks to so much abuse and sun. I sent both in for repairs, and just got notice that they couldn't/wouldn't repair, but they would send me a $275 gift card. Works for me, since that covers the sticker price I paid for both the jacket and the board shorts.

[singlesline]

Had a couple of stripped allen screws on a Rocky Mounts bike rack. Called to ask them what screw it was so I could buy some. Instead, they sent me the entire assembly without charge. Plus a beenie.

Good stuff.

Hey! I had to pay $5 for a pair of replacement nuts/bolts (only needed one) and another $5 for shipping

(And no, I couldn't just go to the hardware store--the part I actually needed was the custom machined nut)

[Bite Me]

I had a mountain hardwear tent with delaminated seams, due to faulty glue. They replaced it without hesitation. The closest current model was more expensive but they didn't charge me the difference. I've had no problems with any MH products. Bite me--you don't say what MH did when you tried to warranty it.

I did - "meh, it's too old (even though it looks fucking new), so too bad". I did manage to shame them into a small credit that I applied to a backpack, but that was something I had to work them on, being so incensed that a barely worn and perfect condition jacket was "too old", while Arc bends over backwards to be responsive notwithstanding age.

Again, never again for MH for me. Never.

Another that was quite exceptional was Peak Performance. I have a pair of their insulated ski pants and the zippers were REAAAALLY tight so that it almost felt like they'd break trying to open or close. The store at WB was very kind and offered to replace the zippers, and / or try some other techniques, one of which worked and they're still stiff, but workable.

[hutash]

I haven't Ben in this thread in ages, but but I want to give props to Free The Powder. First off, their gloves and mitts are baller. Going on four years and they are (were) as good as new, except I dropped one walk back from the hill. I replaced them today and while the mag codes temporarily do not work, their current sale is the same and still free shipping.

Anyway, I forgot to get a new tub of glove ointment, so just did a second order five minutes and put a note a note to put them in with my gloves. I got an email back almost instantly that both in in the mail and they refunded the shipping for the ointment (unasked).

side note: there is some excellent info about glove care,, washing, drying, types of care products, etc on their website. Really good info, and made me realize how badly I was abusing my gloves (and they were still in excellent shape regardless.)

[natebob]

I have to say thanks to Subculture Cyclery. Bought a Tallboy 4 in April, hoping to trade out the shock. The shock I wanted was out of stock, so they ordered one and just charged me the difference even though the original shock is now 3 months old. They have also gone above and beyond many other times.

[Kenny Satch]

Maybe not warranty as in damaged goods but I got a pair of patagucci's Men's Terravia Alpine Pants today and the descriptions stated 'slim fit' they were not even close. So I called and they are sending an other pair thinking the one I got might be off. They didn't ask for be to pay for the replacement. Only asked I return the original pair or both if it's not better.
That impressed me. Hopefully the other will be a true slim.