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Arc'teryx customer service is beyond the call of duty

post #1 of 8
Thread Starter 

A lot of people here at Epic say that Arc'teryx is just ridiculously expensive, and there's no justification for it. Well, maybe so, but here's my story, and this, in addition to the fact that they fit me perfectly, is going to keep me solidly in the Arc'teryx fan club.

 

A few weeks ago, I ripped my Sentinel pants badly. They were last season's color, purchased this season at a nice discount, so "only" $280 as I recall. There's a big rip across the pocket as well as punctures along the lower leg.

I figured "what the hey" and contacted Arc'teryx, figuring they'd tell me that since it was obviously not a manufacturing defect (ie, I slid down a wall of rock), I was out of luck. Instead, they said I should send them in for an evaluation, as the repairs can be tricky. Well, okay.

The day after they received the package, I got an email telling me that the repair would be $80, but unfortunately they don't have the fabric on hand to repair the pants, so how about they send me a new pair of pants for $80? Also, unfortunately they don't have that color anymore, so please pick a color from the current lineup.

These are pants with MSRP $450; with current late-season discounts, that pant in this season's colors would be $340.

What I am saying is, wow, they really stand behind their product. They had absolutely no responsibility to say anything other than "Sorry, we can't fix those for you" or if they were being super generous, "We'll give you $80 off the current lineup."

post #2 of 8
The butt on my six year old, Gore-tex Arcteryx pants was starting to leak. I sent them back to Arcteryx and they sent me a new pair. Not only does their stuff fit me great, but I love their customer service. Good company.
post #3 of 8
I was taking my Arcteryx jacket in to be dry cleaned when I got a flat tire. I called Arcteryx and they sent out a helicopter for the jacket and a repair truck with a brand-new set of tires for my car. That's customer service.
post #4 of 8
Quote:
Originally Posted by Lorenzzo View Post

I was taking my Arcteryx jacket in to be dry cleaned when I got a flat tire. I called Arcteryx and they sent out a helicopter for the jacket and a repair truck with a brand-new set of tires for my car. That's customer service.

Wow, even better than Nordstroms!

 

But seriously, what I am hearing is that the reason Arcteryx is so expensive is because you are buying a subscription, not just one item.

post #5 of 8
Thread Starter 
Quote:
Originally Posted by mdf View Post
 
Quote:
Originally Posted by Lorenzzo View Post

I was taking my Arcteryx jacket in to be dry cleaned when I got a flat tire. I called Arcteryx and they sent out a helicopter for the jacket and a repair truck with a brand-new set of tires for my car. That's customer service.

Wow, even better than Nordstroms!

 

But seriously, what I am hearing is that the reason Arcteryx is so expensive is because you are buying a subscription, not just one item.

 

I hope not to have enough mishaps to test your theory.

post #6 of 8
I have the same kind of stories with The North Face over the years. I sent a jacket in once, they said it had faded to much, and asked me to pick out a new jacket from there line and they would ship it to me free.

Last year I sent back my 15 y/o pants and they put new powder skirts on both legs for free.

In fact the long story is, when they said to pick out a jacket in the price range of the one that faded, I didn't like any. They said, then pick out anything in that price range. That's when I got those pants.

I have a buddy with the same type story from Helly Hanson.


I sent back two pair of Spyder pants once, (my son's and the buddies son) Spyder fixed them and sent the box. When I opened the box, there was only one pair, I called, asked what happened to the second pair, they said, sorry, we must have lost them, we'll send you a new pair, what size do you want ?
post #7 of 8

I have a multitude of Arc' stories, and they have never failed to be positive.

 

The most recent was a Beta AR that had a rip in it. Going past the factory store in Van, I brought it in and they RAN upstairs to repair it.

 

Last year I had some gloves that the thumb dislodged in. I wasn't completely enamored with them as they weren't as warm as I had hoped (they told me they were intended as Randonee gloves). Hearing that I didn't love them, they immediately said, well, they go for $250, pick out anything else you want for the same. I ended up at $280, and asked how to make up the difference, and the answer was "forget it", and just sent the stuff.

 

BTW, I also had an issue with Mountain Hardwear once, and they were also almost stupidly responsive, making sure I was completely satisfied.

post #8 of 8

North Face has also treated me well. 

The zipper went on my down coat.  Brought it to a NF store and they replaced the zipper free of charge and no questions asked.   It's the most expensive coat I've bought but it's 10 years old and still my favourite.

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