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Thursday, 26 March 2020

People do the nicest things - Rab Equipment (UK)

Before we went into lockdown, I was having an email exchange with a member of staff at Rab Equipment who make some of the finest outdoor gear you can buy.


Me:
Re: my Strata Hoody jacket - best jacket in the world - I may have more than one {big grin}.
This morning I noticed a small (less than 1cm) tear in elbow of one of them. I know you have a Repair Service, but I am pretty competent with a needle and thread. Is it possible please to obtain a small piece of material so that I can patch it myself? The jacket is grey/black but any colour fabric would do perfectly well. Many thanks in advance.




from Rab:
Hello,
Thanks for your email and I’m sorry to hear about your jacket. 

We should have a spare something suitable for you in our workshop and will have this posted out with Royal Mail.
Kind Regards,
Rab UK-Service Centre



Me:
Thank you so very much.
Your assistance - especially as this time - is very much appreciated. You haven't mentioned how I can reimburse you?



from RAB:
Hello,
No need to reimburse us. Feel free to make a donation to your local Mountain Rescue or other chosen charity, on our behalf should you wish.
Kind Regards,




Isn't that lovely?  Rab didn't have to do this.  They could have replied "we have a repair service, this is what it will cost".  They could have replied "we will send you fabric, this is what it will cost", which would have been completely reasonable - a member of staff has taken the time to find the material (which is almost large enough for a whole sleeve, not just a little nick on an elbow), they have used a shipping bag, paid postage . . . 

I'll tell you how good their gear is:   Management and I went on our first fell walk together in 1991 and realised very quickly that this was a going to be a lasting "thing" and we needed much better clothing than we'd started with.  We both bought a RAB jacket and trousers.

We have worn those garments hundreds of times, and whilst they are now "spare in the car just in case" clothing, they are still undamaged, windproof, waterproof and bloody fabulous.

Thank you Rab Equipment.  Stay safe, stay well.







20 comments:

  1. Dear Jayne
    It is wonderful to find a company who will go that extra mile (did you like the walking reference?!) for their customers. Sadly, it isn't the norm these days, so that makes it even more special. Well done them!
    Best wishes
    Ellie

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    1. Thank you Ellie. I love it when I can say ‘thank you’ for this sort of service. The outdoor industry is one of many who are going to suffer greatly from the pandemic. Wonderful British firms like this deserve all the help and support we can give them.

      (PS: GREAT walking reference - why didn’t I think of that???)

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  2. Love a company with good customer service.

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  3. Isn't that just marvelous? That's the sort of service and attention that makes for lifetime customers. xo

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    1. Absolutely Mel, I have already been a customer for 29 years 😄 and looking at the outdoor gear cupboard it rather noticeable just how much of my clothing is Rab.

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  4. That is fantastic service. How wonderful. I too have a very old pair of RAB salopettes, not quite as old as yours but bought in the mid 90s, I still use them for canoeing and they are great. And yes it is wonderful when people do the nicest things.

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    1. Hi Mum, I’m not surprised about your salopettes, I just hope you get the chance to use them sooner rather than later.

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  5. Many years ago customer service like that would have been the norm but sadly now no longer, so well done RAB for exceeding all expectations :)

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    1. You are absolutely right Eunice, but this is a long established British company, so perhaps that still counts for something 😊

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  6. It is these little things that restore your faith in humanity - especially when you see the news and wonder what is going on in some people's head. The 8pm Clap for the NHS did that for me - xx stay safe dear sweet lady, I will answer your emails tomorrow x

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    1. Oh definitely Kate, I have been so heartened and impressed the last couple of times I have been food shopping at the way all the supermarket staff are behaving, and how nice other shoppers can be. Would it be too optimistic of me to hope some of that might stick once we are out of lockdown?

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  7. Fantastic, such wonderful customer service. Warms the heart to hear stories like this when you hear of firms profiteering in this current crisis. Really pleased for you Jayne and well done to Rab Equipment.

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    1. Thank you Eileen, you’ve summed it up perfectly.

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  8. Proper service, fantastic. And well done to you for letting us know.

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    1. Hi Catherine, good to hear from you again. Hope everyone in your world is staying well.

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  9. That's great service, which is sadly a rarity these days. X

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    1. Sorry Jules, not sure how I missed this . . . Yes, wonderful service and I wrote and told them so 🙂

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  10. Replies
    1. Cheers Sue, certainly a lesson in “how to keep a customer for life”

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