Sometimes people surprise you and that happened today with a company I have a reasonable amount of mountaineering kit with. They're not a cheap company but the quality of their kit is fantastic, so despite the cost over the years I've returned to them time and time again. Most of my kit has lasted over a decade per item.
I had reason to contact their repairs department a few weeks back after my old waterproof jacket didn't survive being washed & re-treated. It's been washed and re-treated many times before but this time around some of the seam tapes decided enough was enough and called time on life. The shoulder tape and the hem tape came off completely and the sleeve seam tape has started to peel. Looking at the jacket I could see that it wasn't too difficult to repair if I could get hold of certain stuff, but i couldn't, so I contacted the repairs team explaining that the normal form for a repairs quote wouldn't allow me to use it because I didn't buy the product in this country... in fact, I didn't even buy it in this hemisphere.
I'd used the waterproof jacket extensively whilst cycling around the world: oddly enough not what it was designed for, it's a climbing/mountaineering waterproof but the helmet features designed for a climbing/caving helmet meant a cycling helmet fitted under it just fine. The jacket is over 12 years old and by my own admission has had a tough life.
They agreed to look at it and even paid the return postage for me.
About a week later, I got a very reasonable quote for the repairs with a note that there was a little concern about how many other seam tapes may loosen in their washing of the jacket (it's had chain oil on one sleeve for about 11 years, nothing budged it). That's a fair concern. I'd seen a few other edges lifting and was concerned as well. They also offered a very reasonable 30% off any new jacket if I wanted to replace it rather than repair it.
We've emailed back and forth a couple of times regarding what was available and I'd noticed that the filter on their web page didn't give one of the jackets that they had sent me a link to (a like for like replacement), so I'd mentioned it to them. I was torn between upgrading to the next level jacket which features some newer technology and better able to cope with rucksacks or to stay with the one I had but they only had an orche brown that I didn't really like...
Last night we made the decision to upgrade. I could stay with the blue waterproof I preferred and get the better rucksack resistance of the newer fabric. So I sent my reply before I went to bed and could change my mind again! Lol.
Today they have sent me the one off discount code, increasing the discount to 40% (no explanation given) and asked if they can upcycle my old jacket! Win win. That's a staggering $500 off the cost of the new jacket!
Thank you Arc'teryx! You've definitively just kept this customer happy!