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April 24, 2006

Columbia: Customer Service Gets an A

Even the best companies make the occasional product that sneaks through quality control. That is why they have customer service—to escort us through the disappointment and restore our confidence in their brand.   

Warrentycard Last year, Columbia sent me a Horn Mesa wool jacket for possible review, but the first time I put it on, the zipper jammed.  What good is a winter hunting coat if you can’t zip it up? During a recent closet cleaning, I found the defective coat and decided to call Columbia to see if customer service truly was their priority. I dialed the 800 number and spoke to a gentleman about my zipper issue without mentioning that I was a writer and had received the garment for my testing and evaluation In fact, to hide my identity, I even gave him a different name and address. He told me to send it back with a short note and they would see what they could do.

Ten days later my jacket was returned with a new zipper in excellent working order. A hand-written note thanked me for bringing the problem to their attention. On the customer service scorecard, Columbia receives an A.

It’s a little early in the season to wear wool, but not to shop for it on ebay.  Hit this link to find the latest deals.


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