A Company That Knows How To Stand Behind Its Product

     I bought a North Face "Mountain Parka" up on Mackinaw Isl back in 2002. The second year I had it the lining came out of the sleeve. I had read/heard about North Face"s life time warranty and i had planned to send the coat into them several times. I promise! MAN I LOVED THAT COAT! 
     A couple of years passed. I learned that "life time warranty" meant the life of the materials of the coat. The coat is starting to look shabby, the bright yellow has turned black in places, its not failed me but you can tell its losing the "Gortex" and the material is getting thin. Last winter I started looking for a replacement. I found a "Woolrich" that's pretty nice, I caught it at a good price but the hood closure just isn't the same. Not the same protection. I really haven't seen anything close to that coat. Winter is fast approaching here in Colorado. The snow will fly soon. There is already snow on the higher peaks. So.....
       A little over a month ago I sent the coat along with a letter explaining all this to the warranty dept.. It was a shot in the dark. I really was hoping they could fix the coat and give me a good deal on the repair.
       About two weeks ago I got a letter from the warranty dept telling me due to UV damage, etc there was nothing they could do. I was disappointed. Did I tell you "MAN I LOVE THAT COAT"!
              The next day I got a letter from an Abe at the North Face warranty dept.. He told me he was sorry they couldn't fix my coat and the style had gone through considerable changes over the past few years. Then he told me he would give me half off of any coat, my choice! I couldn't believe it. Stick with me it gets better! I looked through their on line catalog. Sure enough there wasn't a coat like mine. I picked a $400 one out of the "Summit Series" which is what mine was. Abe took my info and four days later it was at my door. It is a beautiful coat. Its supposed to be fully wind and rain proof. The hood closes up like mine. Its fit is a little more snug.  The weather has been beautiful and mild here so far, so I haven't fully tested it out. Its nice.... but not the same. I think about going back and looking at the catalog again...... then I look at the receipt. It has a charge for the coat at $399. next line, discount; $399, next line shipping $7.99. total due $7.99. They had not charged me at all for the coat!!!!!!! I called my bank to see if there had been a charge to my account. No there had been no charge from North Face! I was shocked at my good fortune.
        After about a week of contemplation, I emailed Abe and told him of the mistake. He told me not to worry about it, that it was their mistake.
        Since this has happened, purely by accident I have bought several things from North Face. I was up in Breckenridge and found a great deal on a pair of North Face winter boots and a North Face hoodie. Then campmore, an online camping store, had a fleece jacket on sale I've wanted for a couple of years. Now, not really meaning to, I'm a North Face poster boy. I'd say karma is working in north face favor.
   I'd also say that if more companies had this kind of attitude this world would be a lot better. Do you hear me Toshiba!!!