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I thought I would share this as it's nice to have some news of great customer service.
I bought a Norrona Bitihorn Dri 1 jacket towards the end of 2012 and have enjoyed many wet rides, whilst keeping drier than any other jacket I have owned before.
Unfortunately I recently noticed that the thread below the LH chest pocket had started to unravel, so I contacted them direct to ask if they could repair it under their 5 year warranty.
So basically after a few photos being sent, they offered to replace the jacket with a new one, which I have just received.
All sorted within a 3 week period, so if anybody is in the market for a lightweight waterproof outer, then I strongly recommend the Bitihorn. 🙂
The missus (who never pays full price for anything) got them to replace a ski jacket that had faded after a couple of years. New jacket given, and got to keep the old one!
The prices they charge, you could buy three decent other jackets... 😉
[i][New jacket given, and got to keep the old one!][/i]
That was never going to happen for me as I had to send them a photo of the jacket cut up into at least 3 pieces.
[i][The prices they charge, you could buy three decent other jackets][/i]
A good point well made Matt, but I did get the original in an end of season clearance sale from a shop in Aviemore.
I caught the pocket liner of my Norrona ski jacket in the zip. I thought I'd be cheeky and argue excess liner made this inevitable. Snow and Rock sent it back to them and they replaced it.