It is cold outside and I need to run a few errands. I pull out my down Patagonia jacket and all too quickly remember that I never got it repaired over the summer. It has a medium sized hole in the front that it suffered during a move last winter. I quickly take care of the hole with a little electrical tape and head out. This will work for a while, but I need to get it fixed. I have never returned an item to Patagonia before and for anyone who has not this will be a chance to get a preview of the process.
I like to buy clothing from companies that offer to repair or replace their products. It makes me feel more confident in my purchase if they are confident in their product. This is one of the reasons that I like Patagonia. The other reason that I like Patagonia is performance. Their clothes have yet to disappoint me.
When I got home, I went to their website and looked over their policy on repairs and returns. It appears to be from my limited knowledge of repair policies, relatively standard. There were a couple parts of the policy that I found interesting.
First it states, “If this is a repair request, note any special requests or notes on a separate piece of paper. “ This is pretty nice. If I ran a company I very much doubt that I would invite people to make special requests. I am not exactly sure what type of requests they are referring, but I am going to attempt to take advantage of this offer. I am requesting that if they cannot fix my jacket and have to replace it, that I would prefer it to be replaced with a blue jacket. I am still rooting for them to simply fix my current jacket. I like it. It is a bit shiny (I thought it would be flat brown), but I have gotten used to it.
The second line that I found interesting is not as positive. This policy is about pricing and states, “We pay for repairs that we’re responsible for and charge a fair price for repairs due to normal wear and tear.” The hole in my jacket is from a snag. That is wear and tear, but should the material have snagged so easily? I am perfectly comfortable paying for the entire repair, but that last statement gives you an idea of how tricky that question can get. I am still interested in how much they will charge for the repair. Will they pay for any of the repair? I am not excited as excited about finding out the answer to this question. However, I believe that if they charge me that it will be a reasonable rate.
(Here are a few extra pics from my trip running errands)
I am motivated to get my jacket repaired. I am going to ship it out this week. I will do a follow-up post when I get it back. Hopefully, I will be able to write about what a great experience I had. I am going to miss the warmth of this jacket. I probably should not have worn it today. It is tempting to wait until the summer to get it fixed again. I am going to fight the urge and send it off. I just hope that this experiment allows me to continue to recommend Patagonia as a brand.