Headed out for an early run in a Patagonia shell that I have had for years a few weeks ago. Don’t even remember when I bought it. Forgot that my Road ID was upstairs and I did not want to wake anyone up so I threw my money clip in the pocket. When I got back I realized that my money clip was gone and one of the pockets had a rip in the bottom. Sucked.
After my awesome wife took the kids and somehow found my stuff in 2 inches of new snow a couple miles from the house, she called Patagonia and told them the story. They told her to send it back and they would take a look. I thought it would be great if they fixed the pocket. INSTEAD they sent a brand new shell which I think is nicer than the one I sent back. I think that qualifies a GREAT customer service.
When you buy the best you only cry once ,when you write the check! You are lucky it’s raining and the swell is not too high right now in Ventura, CA or you would have waited until after surfing for your Customer Sevice. The folks there are great, I agree. Very into their sports too.
I had the same thing happen to me with a North Face Goretex jacket. I bought it at a garage sale for $10 because it was delaminating (1st generation gore tex, about 20 years old). I sent it to North face and in return the sent me a brand new, current season jacket. Gotta love the lifetime guarentee.
I had (still have, actually) a Patagonia ski coat I bought 22+ years ago. The zipper had broken, yet I still continued to wear it not-zipped-up occasionally. Well I was in Clorado or Utah about five years ago & was at a Patagonia outlet store. As I was checking out with the tshirt or whatever I was buying, I made some comment to the register gal that I like their stuff so much I even wear a broken item. She asked if I had it with me, and by odd coincidence it was in a backpack in my truck. I brought it in and left it with them. About 10 days later it was in my mailbox in Missouri with a brand-new zipper sewn in.