Another update from Best Buy and the official response from North face!

          Two days ago I sent the rep from Best Buy an email. In it I stated, that with my location and time restraints I thought the best thing to do was to send the computer back to Toshiba. That way it would be at my house when I got back from hunting camp. I also explained my experience with North Face in which they replaced a ten year old coat.
        Yesterday I got a response. The reply stated that the rep had worked for Vanity Fare, which to my surprise owns North Face. She stated that she was aware of the liberal nature of the North Face guarantee. She also stated that she too thought that I should send the computer back to Toshiba and that she would send me a flash drive to back up my files, at this point she also added a hundred dollar gift card and as soon as I find out what the charges are Best Buy will refund my shipping charges.
         At this point I don't think I have a beef with Best Buy any more. They have responded and are at least trying to help. If there was a Best Buy just down the road, would I be having the problems I'm having?  Not sure, I'm thinking maybe not. Really, I think, when I sent the computer to Toshiba instead of making the two and a half hour trip to Best Buy it took it out of Best Buys hands, so I am not really upset with them any more, not really.
          My Mom sent the same letter to the CEO of Toshiba and we have not heard a word in response.
                   The BOYCOTT goes on but with TOSHIBA  and not Best Buy.
   The thing is that my original thinking was that Toshiba's name is on the darn thing. I thought that by sending it back to them they would be more likely to make sure it was right than some kid at Best Buy making minimum wage. I might have been wrong, I'm just saying.
         I hope you read my other blog about a company that stands behind its product.
                 Anyway,  when I got my coat back and the bill stated that there was no charge, they had been so nice. I contacted Abe, which is my contact at North Face, and told him about the receipt. I got a quick reply in it and I quote " We show a charge for a $189 to your account and if there's not, than enjoy your new coat and thank you for being a loyal North Face customer."
                                         I checked my account, there is no charge.
              I am the new North Face poster boy! ha,ha!

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!!!