A tale of good customer service

As a Christmas present my husband bought me a new ski jacket (Salomon Fantasy II) which I love and has kept me warm both skiing and on the way to work (the station platform I use is FREEZING hence the commute in a ski jacket...).

However after approx 3 weeks wear I noticed that the zip had come away from one of the jacket pockets leaving a big hole. As the rest of the jacket seems to be excellent quality I assumed this to be a manufacturing fault.

The jacket was purchased from e-bay but from a shop (if that makes sense?) so contacted them to discuss the problem and they couldn't have been more helpful. Having e-mailed a photo showing the problem they contacted Salomon who replied immediately (same day) and offered to replace the jacket. Unfortunately they only had this year's colours in stock (mine is teal blue, the other would have been more of a turquoise/light blue) which I didn't really want so instead offered to both pay for the repair and give me a small portion of the jacket cost as a refund. The refund was issued immediately.

Often people come on to forums to complain about poor service and those that look after their customers are forgotten but I thought the way this was handled deserved a mention. Company in question was Europa Ski Lodge.

Thanks guys! :D

Good stuff! Assuming that's the place near Tolworth, I've had good service there in the distant past so glad to hear they're still on the ball.

Great to hear. Bought my first pair of Olin Skis from Europa Ski Lodge in 1982, (then based on Sandown race course) and have dealt with them over many years. Same owner and a thoroughly good company.

Excellent and somewhat surprising customer service in this day and age.
Mrs H bought a green Bonfire jacket 5 years ago and 2 of the large false buttons on the front cracked and came away. I am yet to find anyone in the UK who is the remotest bit interested in trying to help find some replacements, including the bloke at Bonfire who I spoke to on their stand at the ski show in 2011.

Hmmmmmm

Now i have a a similar issue, my new Salomon (woohoo green) jacket has started to frey around the pocket edges. As i bought it in last years sales and its a year old now i didn't expect to get anywhere with either the retailer or Salomon.

So i bought this stuff

http://www.gooutdoors.co.uk/mcnett-seam-grip-camping-repair-kit-p107601

I have to say, its AWESOME stuff. I masked off the offending areas and brushed it on....a perfect finish, probably better than the original.

However, does sound like Salomon gear is a bit flaky ;)

Iceman has a point.
I've had north face and bailo jackets the past 6 years or so and not had an issue, other than a dodgy double zip on a north face soft shell.

I must get on to Fila. My lovely bright Yellow jacket is beginning to fray at the cuffs. I mean, it is only about 15 years old :shock: :shock: :shock:

Seriously, it is great to hear positive stories of good customer service :-). Well done to Europa and well done to you Lynn for giving them the well deserved praise :wink: