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Old 10-04-2012, 05:55 PM   #1
AKjitsu OP
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First Gear customer service.

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.
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Old 10-04-2012, 06:03 PM   #2
marc11
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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.
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Old 10-04-2012, 06:07 PM   #3
Unstable Rider
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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!
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Old 10-04-2012, 06:22 PM   #4
Wired
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Damn!! I've had great experiences with their customer service as well.
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Old 10-04-2012, 06:35 PM   #5
keiji
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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.

keiji screwed with this post 10-04-2012 at 07:08 PM
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Old 10-05-2012, 08:10 AM   #6
eddyturn
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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.
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Old 10-05-2012, 08:40 AM   #7
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Quote:
Originally Posted by AKjitsu View Post
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...


Quote:
Originally Posted by keiji View Post
Edit: Looks like they are redoing their TPG line for the Fall...i'm excited.
Wait, where did you hear this? Please be true...
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Old 10-05-2012, 08:43 AM   #8
keiji
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It is on their website
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Old 10-05-2012, 08:46 AM   #9
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Quote:
Originally Posted by keiji View Post
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.
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