Since there is nothing else wrong with the pack, except the zipper, I called CamelBak (800-767-8725) and left a message stating that I understand my pack has expired from it’s warranty, but I would like to know if they could refer me to somewhere to get the zipper repaired.
A week went by; I did not get any response from CamelBak.
Last Thursday, I brought the pack to REI and hoping they would know somewhere I can get it repaired. Rebecca, the cashier at the counter, gave me phone numbers to CamelBak and a place in Seattle specializes in outdoor equipment repairs.
I thanked her and walked to the merchandise section to call CamelBak and the place in Seattle. While I was on my mobile phone, Jeff (the store manager) walked by and asking if I needed some help. I once again explained to him about my CamelBak’s zipper.
This is the part that I was very impressed with Jeff and REI:
Without any hesitation, he grabbed a new CamelBak Blowfish from the display rack, told me that he would credit me the pack’s original price of $59.99 and all I need to do is pay the $10 price difference for the newer model.
A brand new CamelBak Blowfish for only $10?! I could not believe it! For only $10, he has saved me the hassle of either dealing with CamelBak or having to wait between 4 to 6 weeks for my repair.
After my recent dealing with Creative Labs, I feel REI indeed deserved an honorable mention here for their superb customer service, and I am very glad I have purchased my product from them.