Just thought I'd share my opinion about some over-the-top customer service I have recently received. In a time where customer service and warranty claims can be down-right poor, I thought it would be good to share a positive.
I bought an Arc'Teryx Theta AR jacket about 10-14 years ago. It has served me very well however over the past year the taped seams on the inside of the jacket have started to come apart. It also had a bunch of small holes which were completely my fault (which I admitted to them). I read that Arc'Teryx has a decent warranty (lifetime...which I know doesn't really mean forever) so I thought I'd reach out to them. I ended up sending it off to their Vancouver facility with the assumption that they would either tell me it's beyond the reasonable lifespan of a garment, or might offer to repair it for a fee (which I would probably have paid). Instead I received an email telling me that they would be replacing my jacket and that I could go on their website and pick a replacement, free of charge! I opted to upgrade so I paid the difference. My new jacket shipped out today.
Needless to say I am super impressed with this. I know the jackets are crazy expensive (cost me $750 10-14 years ago) but if that's the way they stand behind their product I am totally ok with that investment.
Just thought I'd share for anyone who may consider a piece of their clothing in the future...
As an aside I own several pieces of their stuff (Fission SV jacket, Fusion jacket, Atom AR jacket, Beta AR pants, etc) and it is all top-notch....
Yep, a good friend of mine had one of their GoreTex shells for nearly 20 years. Last year on a trip to New Zealand, it finally started leaking. He called them when he returned to see if he could maybe get a repair on it (he was planning on paying and felt it had served him well). They insisted on sending him a new $600 replacement jacket and apologized repeatedly that they only had the one color available.
I own a bunch of Arc'teryx garments... mostly for mountaineering and ski touring, but they double as gear on BWCA trips. Best gear I have ever owned bar none. Expensive, but I'm the buy once, cry once type of person. In fact, I picked up 3 more pieces of Arc'teryx gear over the last week.
My wife bought an Arcteryx backpack for a college Jterm Europe trip. About 10 years later we were going on a trip where we wanted to use it. I noticed the strap set was a large and my wife is far from. I called them and they dug through their old stash and came up with a small set for the 10 year old pack, next day air mailed it to us in time for the trip. Cost = $0.00 Top notch in my book.
He leads me beside quiet waters, he restores my soul. Psalm 23:2/3