Once again, Patagucci's customer service rules.

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Messages 1 - 7 of total 7 in this topic
Brandon-

climber
The Granite State.
Topic Author's Original Post - Dec 9, 2016 - 10:05am PT
Yeah, I had a down hoodie that I paid retail for and the zipper quit. It sat in a closet for a year until I got my sh#t together and sent it in for repairs last week.

Today I got an email that I was being given a $125 gift card, and I was confused. I remember their customer service being the reason I saved and bought from their end of season sales in Reno a decade ago. Now, it's like, here's a gift card for half the price of your jacket, and your old jacket has been recycled.

I really wanted my old jacket fixed, not recycled

So, rather than flying off the handle, I called them.

The call went to Reno, and that was kind of cool in the first place. The person I talked to told me that the $125 was just an amount, and that what it meant was that I could pick a new jacket right there and then and have it two dayed to me, on the phone, no worries.

I'd rather have the old one back, but really, it was pretty beat up so new's good.

Done! Best customer service out there.

Mungeclimber

Trad climber
Nothing creative to say
Dec 9, 2016 - 10:36am PT
Warranty replacement, rather than repair is the standard these days. You have to flag it for almost any company (do not toss, if repair not possible, return to sender... if you really want it).

It probably costs them less to ship a replacement jacket than it would to replace the teeth on the zipper and sew it back into a jacket.
Reilly

Mountain climber
The Other Monrovia- CA
Dec 9, 2016 - 10:41am PT
I got NUTHIN' when the wife broke her carbon fiber hiking pole fleeing a lightning storm!
NUTHIN! The jerk didn't even tell me I could buy a replacement section. I found that out
after we bought a new pair!
Reilly

Mountain climber
The Other Monrovia- CA
Dec 9, 2016 - 10:46am PT
HarHarHar! ;-)

Turns out I used her originals, with the new section, when we went to
Switzerland cause they are a little shorter than mine when packed.
Silver lining syndrome.
kunlun_shan

Mountain climber
SF, CA
Dec 9, 2016 - 06:04pm PT
I just received 2 pairs of ski pants that I sent back to Patagonia for repair. I paid only for shipping to Patagonia, and they did the fixes plus paid for return priority mail.

The repairs were very professional and look like original factory work. One pair of pants is 10 years old. Patagonia replaced both cuffs, which had lots of ski cuts, and fixed another tear that would have been very hard for me to sew. The other pair had a rip in the bum that was repaired with a very strong series of bar tacks.

I don't know of any other company that repairs their own products like this. Patagonia certainly stands by their gear. Most impressive!

edit - With one of the pants, I made sure to check "Return, if cannot be repaired". My only complaint about Patagonia is they no longer make certain great products that they've sold in the past, like the ski pants the cuffs were replaced on. After 10 years of consistent use, just wish I'd known and bought 2 pairs back when, they are the best ski pants I've owned, and still good for hopefully another 3-10 years. Nice to get new cuffs that replace my home repairs of ripstop patches glued on with Seam Grip.

Some models of clothing are really optimal, and others too lightweight, or just ok, even within the same brand. One has to to search and choose carefully to find what one needs and works.

Great if the prime products one values can be maintained for a longer life. Patagonia is breaking new ground again.
Srbphoto

climber
Kennewick wa
Dec 9, 2016 - 07:30pm PT
I bought my wife a waterproof jacket from the outlet in Santa Cruz in 2002. last year the inside started to flake out. It made her look like she had major dandruff (haha). I took it to one of their stores to see if there was anything they could do to fix it. I told the guy we bought it at the outlet. The guy apologized that it wasn't repairable and they didn't have any jackets made the same way (it had the loose mesh barrier inside). Then he remembered they started selling one online for $300. He offered to order one and exchange it! My wife wanted a jacket then, so he told her to look around and choose what they had in store. She pick a Torrentshell. Regular price around what we paid originally. So the sales associate is bagging the jacket and asks "do you want to pick out something warm to go with your new jacket". I said "no" and he says "you still have $150 on remanding on your gift card!"

WTF?

He was going to give me the amount of the replacement on a gift card or exchange.

I have been in retail for 30 years and I love the power they give the associates to take care of the customer.

That's why I buy their stuff. What's even better is in 30+ years of using Patagonia products, it was the first issue I have ever had.
F

climber
away from the ground
Dec 9, 2016 - 08:40pm PT
Ahahaha. Dingus, of your 21 posts today, that one was actually funny. You been smoking that reefer...?
And Jim, that was pretty witty. For a working class Canadian type anyway.
Inspiring thread. I'm gonna sort through the pile and send a half dozen things to them and see what happens.
Messages 1 - 7 of total 7 in this topic
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