First Gear customer service.

[AKjitsu]

So, the GF has had a mid-range First Gear Jacket for about nine months. It recently incurred some problems with stitching and seams failing. She calls FG customer service. The conversation goes like this:

GF: “Hi. My jacket has some seam and stitching failures.”
FG CS: “OK. What would you like to replace it with?”
GF: “Eh?”
FG CS: “Pick which of our models you would like us to send you as a replacement.”
GF: “Seriously?”
FG CS: “Seriously”

So, she picks a model that is a step up from what she has.

GF: “How do I get the old one to you so you can inspect it.”
FG CS: “We’ll include a return UPS label with the replacement jacket.”
GF: “Seriously?”
FG CS: “Seriously.”

20 hours after she hangs up the phone the FedEx truck shows up with the new jacket. Inside the box is the promised return UPS label along with a note that FG figured they should overnight the replacement so she wouldn’t miss riding this weekend.

Mind boggling.

Lord, how I wish they’d fix the vents on their TPG series. I’d buy one of everything they make.

[marc11]

Been a FG user for years, and still have one of the original Kilimanjaro jackets, TPG pants and jacket along with a set of mesh pants and jacket. The Kili and TPG stuff is the only gear I have used that is 100% without a doubt waterproof out of the gate and continues to be waterproof years and thousands of miles later. I find the quality/price amazing and CS is top notch.

[Unstable Rider]

I have one FG jacket myself. No problems, other than keeping it clean, which is my fault..

Great story. Nice to hear the upbeat stuff.

Really!

[Wired]

Damn!! I've had great experiences with their customer service as well.

[keiji]

I always thought how sewing the CS number in the jacket was a big joke, but they do take it seriously. FirstGear puts every other moto gear company I've dealt with to shame in ease of dealing with CS.

It is a shame they seem to be moving to z-liners on their lower end stuff, because they were really pushing the envelope in affordable gear.

Edit: Looks like they are redoing their TPG line for the Fall...i'm excited.

[eddyturn]

I'd like to chime in too on FG customer service. I got the new Kili jacket when they came out earlier this year. Wore it some and it developed a problem that I thought they could correct under warranty. I sent the jacket to them for repair and lo and behold... a new jacket showed up a few days later.

That is how customer service should be although if they could have fixed it that would have been OK with me too.

I am a happy customer.

[ph0rk]

Originally Posted by AKjitsu

Lord, how I wish they’d fix the vents on their TPG series. I’d buy one of everything they make.[/SIZE][/FONT]

I've had similar experiences, they're quite good.


Unfortunately, I think they've 86'd the whole TPG series and will focus on the Kilimanjaro as their top of the line.

I hope I'm wrong, of course...

Originally Posted by keiji

Edit: Looks like they are redoing their TPG line for the Fall...i'm excited.

Wait, where did you hear this? Please be true...

[keiji]

It is on their website

[ph0rk]

Originally Posted by keiji

It is on their website

Oh my, they actually brought their website into the current century, too.

Aha, there it is. Fall 2013 though, crap.