But then things like today happen.

Back in December, my first generation (winter 04-05) used-to-death Ready Mix jacket died. Or rather, the zipper did. The jacket itself was totally fine. It was the original welded seam outdoor piece, and had been around the block more than once. I’ve had two Patagonia main zipper failures prior, a first gen R2 jacket was replaced for full store credit, and my Houdini had a new zipper installed (for free), and is still going strong. So with ski season just starting, I boxed the jacket up and mailed it off, presuming I’d have it back soon, good as new.

Too bad I didn’t send it insured or registered mail. Too bad it got lost.

In the course of trying to track it down, I asked Patagonia if they’d received it. They were very prompt in saying they hadn’t, and prompt again in saying a further search had not turned it up. I fessed up to being cheap, as it was 110% my fault, and thanked them for their time.

I got home from my 12 hour shift to find a gift certificate for 3/4 of the original retail price waiting.

Wow.

Not sure why it was sent now, nor the logic behind the amount, but what’s relevant is that they didn’t owe me a cent.

Gear breaks, especially clothing. Patagonia fits, makes good stuff, is forward thinking and socially responsible, and has THE BEST customer service in the industry. I’m only more of a loyal customer after today.