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Eagle Creek's Customer Service is Awesome!
My girlfriend has an Eagle Creek Voyage 65L, and she put me to the task of finding a suitable rain cover for the backpack for an upcoming trip. No problem, I thought; I headed to Eagle Creek's website to see if they have a cover specifically for her pack, but I couldn't find one. So I sent an email to customer service asking if they had a rain cover that I might have missed. Here's the response a got:Thank you for your email. We do make a pack called the Explorer which does come with a rain cover; however, we do not make a rain cover that is marketed by itself. We offer the rain cover from the Explorer as a spare part if you would like to purchase it. It should work for the Voyage since it is similar in size to the Explorer; however, the bags are shaped a little differently so it most likely will not be a perfect fit. If you would like to purchase one of the rain covers as a spare part, please call us at 1-800-874-1048 and select option two to speak with the warranty department; they handle spare part requests and can arrange sending one to you.
There we go. Not only did I get an actual human responding to my email (instead of an automated or pre-written, generic response), they were extremely helpful. But the goodness doesn't end there. The response continues:
You might also check with a local outdoor retailer. Many other outdoor companies do manufacture rain covers and, since they are usually designed to fit a wide variety of bags, you should be able to find one that works with the Voyage. One other cheaper suggestion that I received from a colleague is that instead of buying a rain cover you could even put items that you would not want to get wet into plastic bags. For smaller items that you would put into the outer pockets you could first put them into zip lock bags before placing them into the pockets; and you could put a large trash bag into the main compartment and then load all of your items into it. Please let me know if you need any further assistance.
You really can't ask for more than that. Thanks, Eagle Creek.
Filed under: Gear
Reader Comments (Page 1 of 1)
brad h Aug 22nd 2007 12:34PM
I have to second this on Eagle Creek. In 1996, I bought one of their backpacks to use on a 2 months backpacking trip to Europe, and it's still in perfect working shape (though they've improved the design a bit since then). I've also purchased an Eagle Creek suitcase, cosmetics kit, and other products and every one of them has the kind of impeccable design that can only come from a company that really cares about its products and customers. I am an Eagle Creek customer for life and I'm not surprised at all that this is the experience you had with them (and no, I don't work for them, just a very satisfied customer)...
Craig Aug 22nd 2007 1:18PM
While that's certainly refreshing to hear, it's pretty sad that a simple email with a suggestion is enough to make us jump for joy over a company's customer support. What they did should be the bare minimum.
Justin Glow Aug 22nd 2007 12:54PM
Good point, Craig -- but I still think their response went above and beyond what is required. Bare minimum should be a personal response from a human being saying, "sorry, we don't make one for that specific pack, but you can buy one that is built for one of our others, and it should fit." They took the extra step, and that's awesome.
brad h Aug 22nd 2007 1:59PM
Wow Craig, you must never receive satisfactory customer service if that's your bare minimum...
Willy Volk Aug 22nd 2007 4:56PM
Wow, they even suggested trying another company's products! That's progressive.
ljnd Sep 17th 2007 8:22PM
This is awesome, actually. For them to go out of their way to make suggestions - that's really unusual.
You might also want to spread the word on MeasuredUp.com, a website for reviews of products and stores that you really like (or really hate). It's at www.measuredup.com, and it's very easy and rather cathartic.