Similar situation, I got an Arc'teryx Jacket in early 2001 and wore it as my go to range cover jacket for concealment work and a lot of overseas work. It was a basic black Shoeller stretch fabric lightweight soft-shell. I was in the process of washing it to respray a DWR on the outside and some of the seams for zippers came unsealed. I emailed Arc'teryx and they asked to see the jacket.
Once I sent it in I got an email to replace the jacket. They did not have anything quite like what my original jacket was, but I was asked to choose from some existing jackets that could suit my needs. So I got a new soft-shell hoodie for an old one that I had owned for 16 years at the time I sent it in.
Great customer service.
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