Customer Satisfaction: Scott M.

We pride ourselves on our customer service and are always ecstatic when the customer is pleased with our service. So here’s the latest e-mail that got us ecstatic!

Aloha,

I have one of your Expedition 7 bags, that I’ve owned, I think, for about six years. I trek and shoot throughout the Hawaiian island chain, and by far, it has been the most durable bag I have ever owned. In its tenure, it’s been checked as luggage, scraped along jagged lava, has seen its fair share of ocean waves and pouring rain, meaning it’s also wallowed in a lot of mud and baked in the sun. Yet it still cleans up nicely and shows minimal wear. More importantly, the bag has fully protected my gear – no matter the weather, if I’ve taken a spill in a stream or had it take a 10-foot drop – with nary a piece of damaged equipment.

On a recent shoot on Kauai, I somehow lost the male portion of the waist belt buckle/clasp. Returning to the studio, I called the customer service department, and asked if I could purchase another buckle. The woman I spoke with (I cannot remember her name), asked for my address, and to my surprise, said there was no charge. A week later, a new buckle/clasp set arrived.

I basically wanted to let all of you know how much I appreciate your quality of product and the incredible customer service. Most companies today, after hearing that the customer had lost a part, for a product that was way out of warranty (and has been put through the proverbial wringer for several years), would charge for the item, plus shipping. Tamrac, on the other hand, just sent me another part.

You guys are great.

Mahalo nui loa for making an incredible product, and for taking care of your customers (me) long after the sale. If my Expedition 7 ever wears out, I’m unequivocally buying another one!

With warm aloha,

Scott M.