So I wanted to share a recent positive experience I had with Arc'Teryx customer service. I bought a Beta SL jacket several years ago. A couple of weeks ago the bungee cord that allows you to pull the hood back away from your face pulled out of the coat. I decided to try a warranty claim to see if my bungee could be replaced. It was a small issue but I hate hoods as it is and having the hood droop over my eyes drives me nuts. I sent the Jacket in and a few weeks later received notification that my claim was covered under the warranty but that my coat couldn't be fixed. The next e-mail I got told me I was getting an all new coat and for me to tell them what color and size to send. I followed the link in the email which brought me to the products page. Now I was traveling and doing all of this on my phone so I didn't notice that to find my actual coat model you had to scroll to the bottom of the page. All I saw was the Beta SL Hybrid and the Beta LT which are both significantly nicer jackets that what I originally had before I started seeing gloves and such. I pointed out my size and the color I would like in the Beta SL Hybrid but asked if I was missing something because I didn't see my original coat model. I also tried calling the rep to ask if I missed something but never got him. Instead of rightfully pointing out my mistake, Arc'Teryx just sent the new nicer coat. I have easily gotten my value out of my purchase. The original coat was, minus the bungee coming out, in almost perfect condition.
Arc'Teryx is a quality product and the company stands behind it. I could have gotten two coats for what I paid for the Arc'Teryx but I would have needed it because I've never had one last as long as mine did and I fully expect the replacement coat to last another decade. Buy once, Cry once indeed.
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Originally Posted by MGWS
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