After sending an email to Columbia, I received the typical automated response email with the standard disclaimer, “you will receive a response within 48 hours”.  I was in no rush, I’ll just be patient and sit it out, in my pants.  I mean, it’s not an emergency like I split my pants.

Upon checking my email, I was surprised to see a response from Columbia in less than 24 hours.  Especially with our large time zone difference (as I am 16 hours ahead).

But more than the timeliness of the response, I was extremely impressed by the proposed solution to my problem.  Cathy from Columbia’s Consumer Service Team sent me an email that demonstrates impeccable Customer Service, that all companies should strive for.  I am sure that you will agree:

“Hi Natalie -
Thanks for contacting us and offering us the opportunity to make your trek comfortable again. You’re on an incredible journey!! I’m really disappointed to hear that the second pair of pants you purchased is not laundering as well as your first pair; I’ll send our design team the link to your blog so that they can use the feedback in improving product quality. You may be right about the elastane causing the problem!
Ordinarily, we would suggest returning the defective pants to the retailer for an exchange. Since that’s clearly not possible in your case, we would like to send you a replacement pair of pants so you can continue on your trek without further delay. I did consult with a member of my team who is an expert in global long-distance outdoor activities, including a vast array of climates and adventures. I wanted to be sure we made the best recommendation for you based on your needs.
We’d like to suggest two choices for the replacement pair, with details and link to the product detail pages below:
The Globetrekker II Stretch Pant TL8297:
http://www.columbia.com/product.aspx?p=8657&cat=2&top=2
Although these are only shown in the lighter Fossil color, they are available in Black, Cinder (maroon), and Bark (dark brown). You indicated you would need a size 8. Could you let us know the length you would require as well? They are offered in 30”, 32”, and 34” lengths.
The Explorer Pant TL8296:
http://www.columbia.com/product.aspx?p=9010&cat=2&top=2
It looks like the Bark (dark brown) color would be the best choice for you in this pant.
Please let us know which pant you would prefer after taking a look at them on our website. We will send you a pair to arrive before you leave on the 27th.
Thanks again for contacting us, and we’ll look forward to hearing back from you!
All the best -
Cathy
Columbia Sportswear Company
Consumer Services”

The email clearly demonstrates a simple resolution to my problem.  I have decided to go with black Explorer Pant, as these seem to offer a great flexibility to enable ease of motion.  Which is important as Justin and I do extensive walking and other strenuous physical activities (the type with pants on).

A notable element of Cathy’s response is that the design team will be able to read about my specific experience in order to properly diagnose the issue (possibly with elastane) in attempts to design higher quality products in the future.  This makes me even more enthusiastic to purchase and recommend Columbia products.  I know that the Columbia team is carefully considering individual problems that arise on a case by case basis.   In turn, this reflects Columbia’s initiative towards innovation and furthering the level of quality as they create new products.

Whether you are a backpacker or pursue other forms of outdoor adventure, know that you can place 100% trust in Columbia products and their commitment to you, the one who wears the pants in the relationship.

Tags | New Zealand, travel gear