Here at Cool Tools we love things that really work. But what happens when a great tool ceases to function? Do you just throw it away and buy a new one? Given how expensive this can be it is often a better investment to find a company that stands behind their product for life.
For example, I recently had a great experience with Patagonia. I bought an expensive ice climbing jacket from them several years ago. It was my favorite jacket: light, windproof, water resistant, and warm. But in the past year I found it no longer blocked the wind effectively, and didn't fare well in the elements. So I wrote to Patagonia, and asked what they could do about it. They asked me to send in my jacket for inspection along with a list of what I felt were suitable replacements. Within two weeks they had sent me a brand new jacket that is as nice if not nicer than the one I originally owned.
This kind of commitment is admirable in any company and I believe deserves to be rewarded. So we at Cool Tools are asking our readers to submit companies with stellar customer service, lifetime warranties, and a commitment to their products. Have you ever been impressed by a company's customer service or warranty? If so, we want to hear about it.
Help us compile a list of great companies so that we can make informed decisions and support those that stand behind their products. Leave your recommendations and stories in the comments, submit them through this link, or send us an email at firstname.lastname@example.org.
Here are a few to get the list started:
Patagonia- Yvon Chouinard's company honors an Iron-Clad Guarantee. Simply call customer service or drop into a store in order to get your product repaired or replaced.
REI- The legendary no questions asked return policy remains one of the biggest reasons why I shop at REI. It gives me the confidence to try out new tools, and is well worth the slight premium you pay over other online retailers.
Costco- Costco has a fantastic lifetime return policy that has unfortunately been abused by many. The updated policy sets a 90-day limit for returns on high-end electronics, but almost everything else you can purchase in store is covered.
LL Bean- My parents recently returned a set of 10-year old luggage to LL Bean because of malfunctioning zippers. Customer service credited them the full purchase price within minutes. Needless to say, my parents are life-time LL Bean customers.
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