Tuesday, July 15, 2014

Tilley hats

Real customer service seems to be a rarity these days.  When it is found, I like to highlight it.

Please welcome new contributor Adam, aboard nb Briar Rose!* Adam sings the praises of a company which I suspect has many customers among the readers of this blog:
My Tilley hat has become something of a trademark -- and I often get people saying they recognised me because of it.  But lately it's been looking a bit worse for wear, and when it came out of the wash a week or so ago,the front was full of little holes.  It's maybe not surprising, given how much I wear it, that it gets regularly soaked (as I like to have it on under the hood of my waterproof when it's raining), operates as a sun hat, and once had to be rescued from the canal when the wind took it (they're designed to float).

So I emailed Tilley in Cornwall, who said the hat was covered under their lifetime guarantee never to wear out.  After a few checks, they've sent a replacement.  All I had to pay was a fiver for postage.  It's only when you see the old and the new next to each other that you realise how battered and faded the old one is.  Anyway, well done Tilley; a guarantee that really does mean something.
* For those of you to whom it may be unfamiliar, the abbreviation "nb" stands for "narrow boat", a class of boats plying the canal network in England.  The boats are constrained in size by the canals and locks they navigate,  up to 70' LOA with a maximum beam of 7'.

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