First Gear customer service.

Discussion in 'Equipment' started by AKjitsu, Oct 4, 2012.

  1. AKjitsu

    AKjitsu Been here awhile

    Joined:
    Sep 11, 2011
    Oddometer:
    130
    Location:
    Little village near Phoenix
    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:
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    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”
    <o:p></o:p>
    So, she picks a model that is a step up from what she has.
    <o:p></o:p>
    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.”
    <o:p></o:p>
    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.
    <o:p></o:p>
    Mind boggling.
    <o:p></o:p>
    Lord, how I wish they’d fix the vents on their TPG series. I’d buy one of everything they make.
    #1
  2. marc11

    marc11 Been here awhile

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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.
    #2
  3. Unstable Rider

    Unstable Rider Moto Fotografist

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    I have one FG jacket myself. No problems, other than keeping it clean, which is my fault.. :puke1

    Great story. Nice to hear the upbeat stuff.

    Really!
    #3
  4. Wired

    Wired Been here awhile

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    Damn!! I've had great experiences with their customer service as well.
    #4
  5. keiji

    keiji Long timer

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    Jun 19, 2008
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    1,147
    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.
    #5
  6. eddyturn

    eddyturn Wannabe

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    Oct 27, 2009
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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.
    #6
  7. ph0rk

    ph0rk Doesn't Care

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    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...


    Wait, where did you hear this? Please be true...
    #7
  8. keiji

    keiji Long timer

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    It is on their website
    #8
  9. ph0rk

    ph0rk Doesn't Care

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

    Aha, there it is. Fall 2013 though, crap.
    #9