I have a Montane Krypton jacket I bought last year and have worn quite a bit of over the winter. Its a great lightweight multi-purpose jacket and I’ll do a proper review of it sometime soon. Recently however, I noticed that although I looked after the jacket, the stitching on one of the velcro fastening on one of the cuffs was coming away badly. Now I am a big fan of Montane kit and have had several jackets from them and not experienced this type of thing before.
I contacted Montane and Mountain Leisure Perth (where I bought the jacket) and explained what had happened. Both sets of customer service were very supportive and helpful and within the blink of an eye, it had been agreed that the jacket would be returned for inspection and hopefully a repair.
A week went by and then out of the blue 2 days ago, I came home from work to find a parcel waiting for me. The Krypton jacket inside clearly hadnt been repaired. It was a brand new jacket with tags and wrapper intact!!! Even though I was perfectly prepared to accept a repair (the jacket was worn for 6 months after all), both Montane and Mountain Leisure Perth went beyond my expectations and just replaced it!
I really wanted to say a big thank you to Montane and MLP for this outstanding example of customer service