Drake Waterfowl Customer Service

[gps4]

Lemme get this straight. I'm given a garment that's upwards of a c-note. The first time I wear it, the seams rip. I'm not hellbent on getting a refund because I don't want to offend the gift giver, I'd like to exchange it for a new one so the gift giver is none the wiser. But instead of just sending it Bach and the company replace it, I've got to come off another c-note and buy another garment and then send in the POS that tore and then the company will refund my second payment?


I just had a 17 yr old pair of bibs that ripped at the seam in the seat. The company has a lifetime repair or replace warranty. Send in the damaged garment, they repair or replace it with most comparable product. I sure as hail didn't have to come off the $240 price tag to get them to send me a new pair.

What's the logic behind requiring a second purchase to replace the first? Certainly not to make it easier on the customer.

[Anatidae]

Lemme get this straight. I'm given a garment that's upwards of a c-note. The first time I wear it, the seams rip. I'm not hellbent on getting a refund because I don't want to offend the gift giver, I'd like to exchange it for a new one so the gift giver is none the wiser. But instead of just sending it Bach and the company replace it, I've got to come off another c-note and buy another garment and then send in the POS that tore and then the company will refund my second payment?

Actually, the person that recieved the gift didn't have to pay for it. By HIS choice (as not too offend or embarrass the giver - which I understand) he only has to pay for the replacement jacket, return the gift for inspection and recieve credit. He's out nothing but return shipping.........unless it can be determined that the garment was damaged after purchase.

It's the customer's choice - this is what he said........

Called this morning and they told me to the item take back to store where it was purchased.

Purchaser elected NOT to do what Drake recommended - assuring a better chance of immediate replacement - because......

I told the lady that it was a gift and I didn't want to ask the giver where it was purchased since it may make them feel bad that they had given me a jacket that the seams busted on the first time I wore it.

That's the customer's choice........and was given the following option.......

She stated the only thing she could do to help would be for me to buy a jacket from drake, return my defective jacket, and once they received the defective jacket she would credit my card for the jacket I purchased.

That seems like the SECOND-quickest way to get the customer a replacement. It's a matter of giving Drake a credit card number in a toll-free phone call. They do everything else (except to return the defective jacket - which they gave the customer the option of returning it to the store) - and protects the manufacturer from erroneous claims.

It seems like a customer would be able to return a defective item to drake and once they received the item they could repair or send out a replacement. It's almost as if their warranty process is purposefully difficult to cut down on warranty claims.

I somewhat agree, but this is the quickest alternative for replacement to the first option given the customer........to return it to the store purchased from. And as stated above, gives the manufacturer the opportunity to inspect the garment, make a determination, and settle the claim without prejudice.

Now it appears the customer doesn't plan to call and talk to a customer service rep about it. I'm certain if the customer had not received the jacket as a gift - and bought it himself - he would be calling and raising hell with somebody. But it's his choice.

I think the 'giftee' owes it to the gifter to get a replacement jacket - mainly because they won't get THEIR money's worth, the giftee won't get the full the enjoyment of the GIFT......and otherwise, when asked how he likes the jacket......he may feel obligated to perpetuate a lie - and/or lay false blame on somebody else (Drake).

I will send the OP Jeff's e-mail address and urge that he contact him to resolve the problem. If he elects not to - then this whole thread becomes pointless.

[dukhntn]

Don't plan to call and talk to a csr about it? If you'll read post number 3 on this thread you will see where I have done just that. That is why this whole thread was started, to see what others' experience with warranty work has been.
The store where the item was purchased has been tracked down and it being near the end of the winter season, the item is not in stock and no plans to reorder in the immediate future. Which leaves with the same option I posted originally (buy a new one and wait for reimbursement).
You are right about if I had purchased the jacket. I would have started at the brick and mortar location first. However, I did not buy the jacket. Have you ever received a gift that you may not have enjoyed as much as others?
I'm glad you had a good experience with drake customer service (after all that was the point of this thread, try to find others experience and see what did or didn't work for them). I appreciate the contact info and will explore this avenue.

[peewee]

Lemme get this straight. I'm given a garment that's upwards of a c-note. The first time I wear it, the seams rip. I'm not hellbent on getting a refund because I don't want to offend the gift giver, I'd like to exchange it for a new one so the gift giver is none the wiser. But instead of just sending it Bach and the company replace it, I've got to come off another c-note and buy another garment and then send in the POS that tore and then the company will refund my second payment?

Actually, the person that recieved the gift didn't have to pay for it. By HIS choice (as not too offend or embarrass the giver - which I understand) he only has to pay for the replacement jacket, return the gift for inspection and recieve credit. He's out nothing but return shipping.........unless it can be determined that the garment was damaged after purchase.

It's the customer's choice - this is what he said........

Called this morning and they told me to the item take back to store where it was purchased.

Purchaser elected NOT to do what Drake recommended - assuring a better chance of immediate replacement - because......

I told the lady that it was a gift and I didn't want to ask the giver where it was purchased since it may make them feel bad that they had given me a jacket that the seams busted on the first time I wore it.

That's the customer's choice........and was given the following option.......

She stated the only thing she could do to help would be for me to buy a jacket from drake, return my defective jacket, and once they received the defective jacket she would credit my card for the jacket I purchased.

That seems like the SECOND-quickest way to get the customer a replacement. It's a matter of giving Drake a credit card number in a toll-free phone call. They do everything else (except to return the defective jacket - which they gave the customer the option of returning it to the store) - and protects the manufacturer from erroneous claims.

It seems like a customer would be able to return a defective item to drake and once they received the item they could repair or send out a replacement. It's almost as if their warranty process is purposefully difficult to cut down on warranty claims.

I somewhat agree, but this is the quickest alternative for replacement to the first option given the customer........to return it to the store purchased from. And as stated above, gives the manufacturer the opportunity to inspect the garment, make a determination, and settle the claim without prejudice.

Now it appears the customer doesn't plan to call and talk to a customer service rep about it. I'm certain if the customer had not received the jacket as a gift - and bought it himself - he would be calling and raising hell with somebody. But it's his choice.

I think the 'giftee' owes it to the gifter to get a replacement jacket - mainly because they won't get THEIR money's worth, the giftee won't get the full the enjoyment of the GIFT......and otherwise, when asked how he likes the jacket......he may feel obligated to perpetuate a lie - and/or lay false blame on somebody else (Drake).

I will send the OP Jeff's e-mail address and urge that he contact him to resolve the problem. If he elects not to - then this whole thread becomes pointless.

Or you could buy Columbia and call and get a new one shipped to you. I got jacked over by Rivers West this year. Zipper messed up on an 8 year old jacket and they want $55 plus shipping to fix it. Never again.

[gps4]

[quote="Anatidae]



I will send the OP Jeff's e-mail address and urge that he contact him to resolve the problem. If he elects not to - then this whole thread becomes pointless.[/quote]


Now that the season's over, what else do we have to do other than gripe and complain about the inequities caused by corporate red tape?