Friday, November 20, 2009
I am very appreciative when I get good customer service. And when the service is everything that one could dream of when dreaming of customer service, then I want everybody to know about it.
I bought a wool hoodie from Patagonia about one year ago. I wore it to work, and around town. I took care of it and expected it to last.
When the temps dropped this fall I pulled it out of storage and wore it. I was disappointing to see a couple of small holed forming in the fabric. Not realizing that the company might do something I continued to wear the sweater.
One day at work a co-worker told me about his Patagonia product. He told me that his had worn out too. He wrote the company a letter asking if there was anything that could be done. In response they sent him a brand new replacement.
I didn't hesitate and contacted the company. I sent the sweater 2nd day air via UPS as they requested. It went in the mail on Tuesday, arrived in Utah on Thursday. Then the waiting began. The website advertises a 6 week waiting period. I expected to have to call several times to check on the progress.
One week later, on the following Tuesday, I got home to find a box on the doorstep. Hmmm. I didn't get excited. I opened the box, expecting to see my old sweater in there with a note saying "too bad", in customer service wording.
I was really surprised, when I opened the box, and found a brand new edition of a wool hoodie, that was actually is a higher retail value than the old one.
Great company, great service. More companies should pay attention!!
Have a great day.
Posted by My name is Stephen at 6:10 AM