I wanted a second magnet so I wouldn't have to keep transferring the one magnet between my frame pack and my daypack. I called up The North Face. The conversation went something like this:
"Hi, I need one of those magnets that clips onto a backpack strap."They wouldn't take my money. So now I have a second magnet. I was very impressed.
"OK, what's your address?"
Superb customer service seems to be endemic in the outdoor products industry. I had a great warranty experience with MSR a few years ago (a stove weld broke after 4.5 years of use, and it was fixed free of charge due to the 5-year warranty), and I have an ongoing warranty experience with Marmot that seems to be going very well (down sleeping bag lost loft in a few baffles).
I wonder why. Generally, my customer service experiences these days run from awful to disastrous (try e-mailing Facebook support sometime). Is it because outdoor stuff is all luxury items?
Project 100, #67.