Posted: 2/6/2008 9:14:21 PM EDT
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Back in 01/06 I ordered a pair of 5.11 HRTs with my uniform allowance. I wore them as my summer boots while using my Danners as my winter boots. Around the spring of 07 I had the "upper" separate from the "lower" near the big toe of the right boot. I didn't notice this but my foot would get wet when it rained. Then one day at the range I got up from a kneeling position and could see the separation. I'm not hard on boots either as I'm usually in a squad and not running here and there, just normal walking every so often and they're not used outside of duty. I set them aside in the garage and left them using my reconditioned Danners exclusively (best $90 I ever spent). Well, not wanting to run my Danners into the ground and while on the phone with Streicher's regarding an order asked the salesman what 5.11s warranty was. He stated 1 year. I was bummed but called them anyway just to see what their thoughts were. I spoke with Angela and explained when I'd bought the boots and that the problem likely occurred outside their 1 year warranty period. She put me on hold and after a short time came back. She stated that she spoke with her supervisor who'd told her to have me send them in. She stated the 1 year warranty isn't necessarily 1 year from purchase but 1 year of use. (I'd explained that I'd been running two pairs of boots with the seasons.) She issued a Return Authorization # and told me they'd check them out as far as wear and tear and tread depth (they're in really great shape aside from the separation). She told me that they like to check out defects and would likely send me a replacement pair of boots (her tone made it sound like a certainty without her actually committing to it over the phone). I told her I hadn't expected them to go to that extent, I'd have been happy of they'd have had me send them in for a mere repair, but certainly appreciated their efforts. She stated it was no problem. Since buying the boots I've started buying their Class B uniform shirts and TDU pants and absolutely love them. I especially like being able to go in and actually try them on at Streicher's as they keep many sizes in stock PLUS the sizes are easy (S-XL) instead the goofy XX.X neck size XX sleeve length, etc. I'm not advertising even though it sounds like it. Needless to say I'm pleased with their handling of the situation. The moral of my story is if you go in with no expectations and are cordial, you might be surprised. Also, that's some serious customer service if they're willing to replace a $150 item that I had used for probably 6-9 months. Granted, I don't believe I got $150 worth of use out of them, it's still nice of them. FWIW, Scott |
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I'm not advertising my business, but I am a 5.11 dealer. I have not had problems with my customers' boots, but I have returned other defective items to 5.11, with NO PROBLEMS whatsoever. My customer will report a problem (within a reasonable time frame and your problem certainly qualifies). I call my rep at 5.11, get an RA # and exchange the items, easy as pie. Email me if you have any questions about 5.11 Marcus [email protected] |