Douglas Gill

30boat

30boat

N/A
Joined
26 Oct 2001
Messages
8,558
Location
Portugal
Visit site
I've contacted them through their website regarding my jacket that needs reproofing.It's an old jacket having been bought in 2000 but it has seen very little use and looks new so I'd like to keep it.
They replied after the second attempt and got the Portuguese agent to contact me only to say that there was nothing they could do apart from recommending the reproofing products.They also added that they were expensive so probably the jacket wasn't worth it.I didn't reply but instead emailed D Gill again saying that I thought their approach to customer care was somewhat lacking and as a potential customer for a new jacket I expected better care.That was a few days ago a still no reply.By the looks of it my new jacket will be from another manufacturer.
 
The following is in jest, to a degree, but worth thinking about?

The way I read it, you aren't a potential customer for a new jacket - you want to reproof the old one.

When they tell you reproofing isn't really worth it, you see your backside and decide to buy a new jacket elsewhere.

I don't think they could really win with you.

In order to level the playing field, and before buying elsewhere, you should email the same question to all your potential suppliers to see what their customer care is like. Otherwise you won't find out how **** your suppliers customer care is for 10 or 13 years, when you email them about teproofing, if their jacket lasts that long.

Good Luck :)
 
I emailed Gill about my pair of their Helmsmans gloves not being waterproof. It took them 12 minutes to reply asking me to send the gloves back for inspection to a freepost address. I can't complain at that.
 
That's the kind of service I expect.I'll only buy a new jacket if all the possibilities are exhausted and I don't feel they've tried hard enough.I'll gladly buy one of their products but need to assured that their customer service is dependable.
 
Re-proofing is easy, buy the recommeded stuff from a shop, read the instructions and bung the kit in the washing machine. Not sure if the original manufacturer could have suggested much else?
 
Camelia said:
Re-proofing is easy, buy the recommeded stuff from a shop, read the instructions and bung the kit in the washing machine. Not sure if the original manufacturer could have suggested much else?
Click to expand...
They said that the reproofing stuff is only available in six bottles or something and as such it's not cost effective to treat just one jacket.What I want is a reproofing service or the sale by the manufacturer of small quantities of the product.I don't think I'm asking for too much.It's a shame to throw away a perfectly good jacket just because the reproofing product is not available in small quantities.
 
30boat said:
They said that the reproofing stuff is only available in six bottles or something and as such it's not cost effective to treat just one jacket.What I want is a reproofing service or the sale by the manufacturer of small quantities of the product.I don't think I'm asking for too much.It's a shame to throw away a perfectly good jacket just because the reproofing product is not available in small quantities.
Click to expand...

That seems rather odd, they are sellling re-proofing spray for £9 (and a bit less at my local chandlery)

http://www.gillmarine.com/gb/products/reproofing-spray/2181
 
30boat said:
It's a shame to throw away a perfectly good jacket just because the reproofing product is not available in small quantities.
Click to expand...

But its not a perfectly good jacket - it needs reproofing. 13 years is a pretty good lifespan for the waterproofing on a jacket, so either take a deep breath and buy some reproofing stuff or even better buy a new jacket. Don't cry for the moon.
 
duncan99210 said:
But its not a perfectly good jacket - it needs reproofing. 13 years is a pretty good lifespan for the waterproofing on a jacket, so either take a deep breath and buy some reproofing stuff or even better buy a new jacket. Don't cry for the moon.
Click to expand...
I'm not.I just want the manufacturer to provide the correct stuff.It's better for the business to sell a new jacket but a happy client is a returning one.I can buy the stuff from Ebay but how do I know it's the right stuff?The manufacturer will know for sure and IMO should sell it.
 
Phoenix of Hamble said:
Really?.... on a 12 year old jacket?

I would really expect nothing more than the response you got on a jacket of that age....
Click to expand...
You look at it and it's brand new.And ,I'll say it again, all I wanted was information on how to reproof.I wasn't complaining that it was leaking,it's old,I know that, but it may still have some life in it.
As it happens I just got a very nice email from Gill .The matter is settled.
 
30boat said:
You look at it and it's brand new.And ,I'll say it again, all I wanted was information on how to reproof.I wasn't complaining that it was leaking,it's old,I know that, but it may still have some life in it.
As it happens I just got a very nice email from Gill .The matter is settled.
Click to expand...

So do you still say that their customer care is "somewhat lacking"?

Maybe an update from you would be in order.
 
I thought I'd made it clear.No ,I don't think their customer care is lacking anymore.They were very nice to me and I'm staying a loyal customer.Happy?
If you must know it was the local agent here in Portugal that wasn't aware that the reproofing product can be purchased in small quantities.
 
You must log in or register to reply here.

Share this page

Top