I thought we had a consolidated customer service thread but couldn't find it so guess I was wrong. Either way, I had a few recent interactions that I figured I'd share.
Wilson Combat: mentioned this one in another thread, but one of my four 9mm 1911 mags would cause occasional feed failures in my SA RO Elite. I reached out to them, they told me to send it in, and within maybe a week of them getting my malfunctioning magazine, I had a brand new one at my door. Pretty awesome for something that everyone considers a disposable item.
Radian: I bought the 15-22 upgrade kit right after they released and just got around to installing the safety but there was a problem with the cylinder. The hole either wasn't cut deep enough or there was something stuck in it that was preventing the spring and plug from fully inserting to capture the safety lever on one side. My email was responded to the same day and the replacement cylinder was in the mail the same day I gave them my address. Just don't use their website chat feature, I never got an answer from that.
Arc'teryx: I bought a Theta AR around 2010-2011. It served as a daily wear jacket for the first few years but didn't see too much hard use aside from a few days of snowboarding (I suck so I fell a lot). The last several years it sat in my closet in Hawaii with very minimal use until December when I moved back CONUS and started wearing it almost every day again. I noticed that the waterproof seams were starting to separate from the jacket so I reached out for an RMA. It took a while in transit because I had to send it to them in WA, and then they sent it to another facility in Canada. It also took some time to get assessed, but was within the 4-6 week time period that they quoted me. I got an email form them today saying something along the lines of the Gore-Tex was separating from the fabric and it can't be repaired. But, they believe that its still within the jacket's expected lifespan so I'm basically getting store credit for the entire cost of the jacket, which was somewhere around $5-600. I didn't abuse the hell out of that jacket but I definitely got a lot of use out of it over the past eight or nine years. Plus, I wouldn't be surprised if the humidity from sitting right beside our windows in HI for so long did something to the fabric. I'm pretty excited they're covering it like they are - I love how all of my Arc'teryx stuff feels and performs so a great CS experience definitely helps offset the initial cost.
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