12:28 p.m. on March 9, 2011 (EST)
DaveR
36 reviewer rep
13 forum posts
Just wanted to relay my experience with you guys. I was coming back from a brief trip to test some 3 season gear and closed my car door on my pack's buckle, badly damaging it (though it still functioned). I sent an e-mail to Osprey inquiring about the purchase of a new buckle. They asked me some details about my pack as well as my address. Next thing I knew they sent me a free replacement buckle with no hassle at all.
I won't think twice about buying an Osprey product the next time I'm looking for a durable pack, but that probably won't be for some time given how my current pack is holding up.
2:38 p.m. on March 9, 2011 (EST)
f_klock
110 reviewer rep
762 forum posts
Nice. WTG Osprey! That's what good customer service is all about. Thanks for sharing, Dave.
6:33 p.m. on March 9, 2011 (EST)
Glad to hear that. Aside from being the right thing to do, good customer service is smart marketing, now they have you as a satisfied and loyal customer plus you are likely to tell people about your positive experience as your post indicates.
I once closed a truck door on a fishing pole section that decided to slide back out as the door was closing. It was replaced for free by a local G. Loomis dealer. You can't beat that.