What's an acceptable timeframe for an exchange?

[JC1972]

I'm patiently waiting (trying to) for my XL long AC; as you may know it was supposed to go out 2 weeks ago. Instead I got the striped lamb on the grill-marks NZ, which they received Monday AM. How long should an exchange take? When I spoke to Sarge Monday afternoon, he said it would go out next day. And its Thursday, which I was told by CS when I called today that it would go out today. However no UPS notification email. How much longer should I wait?

[Tennessee Smith]

Call them tomorrow and ask when it went out and ask for the tracking number. The UPS tracking normally goes to your e-mail address as soon as it ships or right before, at least it did with mine. If he said it went out Tuesday you should have been notified. I'd call.



-TS

[JC1972]

Thanks TS but I called today and was told it would go out today. Again, no email notification which I was told I'd have by 5pm like it did last time.

[JC1972]

Yeah - You should receive a notice when they create the shipping bill, which is when they actually print the label and slap it on a box. For some reason they're jerkin ya. I'd be a pest and take it ip to Mr. Hack. Jmo...

Maybe because they know I'm a COW member

[Indydawg]

I haven't read a single post in this thread...but I have to say that an "acceptable timeframe for an exchange" would be within a few days of arrival of the product in question.

JMO.

[JC1972]

Yeah I suppose but considering since Sarge first told me it would go out next day, then I was told it would go out today and it didn't so I don't know what to expect. Again this is after they sent me an NZ lamb when I ordered the AC so I thought perhaps they'd rush it out due to their mistake. I was just going by what they told me. How have others fared?

[sharkboy]

Yeah, I would definitely not tell them you are a COW member if you are hoping for quick service. I can't imagine we are in very high regard over there.

SB

[JC1972]

Yeah, I would definitely not tell them you are a COW member if you are hoping for quick service. I can't imagine we are in very high regard over there.

SB

Well they know from my order on the 30th Anniversary Legends jacket. And for the pay half now, pay half in 30 days promotion. But I would seriously think they wouldn't penalize me for it. We'll see.

[PSBIndy]

Maybe they don't have your size in stock right now.

[Michaelson]

Actually, from what I've heard recently, we aren't in THAT bad a light at Wings anymore, so I wouldn't fear any problems in that regard.

Regards !Michaelson

[Gringo]

Dont push it P Lawyers are still greasing the guns

[Michaelson]

[JC1972]

Well, I found out yesterday that it was shipped and I will get it Wed. I just hope no problems for the quality like I got with the NZ (ala grill mark stripes). Also hope they sent out the right size and it fits well (with no large gaps like DoubleOhSeven's). Is this asking for much?

[Kokopelli]

So how long did the turn around take? I'm in the same boat- I was sent the wrong size, they got it back in two days. That was last Friday. I called Wed of this week and was told it was shipping that day. -Still no tracking email...guess I'll call tomorrow.

What's going on over there? Employees not cutting it or just customer service going downhill?
Oh, and I thought Wings+COW=happy relationship?

[JC1972]

So how long did the turn around take? I'm in the same boat- I was sent the wrong size, they got it back in two days. That was last Friday. I called Wed of this week and was told it was shipping that day. -Still no tracking email...guess I'll call tomorrow.

What's going on over there? Employees not cutting it or just customer service going downhill?
Oh, and I thought Wings+COW=happy relationship?

Well they got it Monday at 10:30 am and the replacement went out Friday afternoon; 96 hours or so I guess. Yes I'd definitely call tomorrow. I just figured with mine the error was on them, so it should've went out sooner. But I do realize they have others orders though. So I'll get the replacement on Wed. Can't wait to get it. Good luck Ron!

[Chewbacca Jones]

What's going on over there? Employees not cutting it or just customer service going downhill?
Oh, and I thought Wings+COW=happy relationship?

I've had to do numerous returns and exchanges with US Wings over the years. In my experience, there has always been less communication during an exchange than during an initial order. I think you guys are just getting hung up waiting for the kettle to boil. Wings has always come through - for me at least - in a reasonable time frame. A week is not exactly a long processing time for any mail order business. Relax, be cool, have a cookie.

[JC1972]

What's going on over there? Employees not cutting it or just customer service going downhill?
Oh, and I thought Wings+COW=happy relationship?

I've had to do numerous returns and exchanges with US Wings over the years. In my experience, there has always been less communication during an exchange than during an initial order. I think you guys are just getting hung up waiting for the kettle to boil. Wings has always come through - for me at least - in a reasonable time frame. A week is not exactly a long processing time for any mail order business. Relax, be cool, have a cookie.

A cookie's not a jacket!!!!

I know Chewie; patience, patience. But when you see everyone get the non-longs back in July and yours is sent out to find out its the wrong kind of jacket (NZ lamb with grill stripe marks ) and wait another 2 weeks to get it; you're right the kettle is boiling.

[Kokopelli]

I would be very patient...if I made the mistake-or found out I needed a different size when it came in. -They messed up and shipped me the wrong product. I will say that Sarge has been stellar in the past with CS, which is why I'm scratching my head and wondering if there's been a change.
So I called today, and I was told almost word for word, mind you, what I was told last week- "we should have this shipped out today, and you'll receive a tracking number around 5pm"....
It's 6:30 my time- no tracking info.

To stay on track here- were the Longs and 'regulars' made by the same people or at the same factory?

[JC1972]

I would be very patient...if I made the mistake-or found out I needed a different size when it came in. -They messed up and shipped me the wrong product. I will say that Sarge has been stellar in the past with CS, which is why I'm scratching my head and wondering if there's been a change.
So I called today, and I was told almost word for word, mind you, what I was told last week- "we should have this shipped out today, and you'll receive a tracking number around 5pm"....
It's 6:30 my time- no tracking info.

To stay on track here- were the Longs and 'regulars' made by the same people or at the same factory?

Sorry to hear that; I know its frustrating. And like you, I'd be patient if I was the one who made the error.

And no, the longs and regulars are NOT made by the same people. Hence why the NZ I received in error had a cheaper lining, not a brass zipper (not quite sure what it was) and grill-like stripes on the back and sleeves.

[Kokopelli]

[Chewbacca Jones]

I would be very patient...if I made the mistake-or found out I needed a different size when it came in. -They messed up and shipped me the wrong product. I will say that Sarge has been stellar in the past with CS, which is why I'm scratching my head and wondering if there's been a change.
So I called today, and I was told almost word for word, mind you, what I was told last week- "we should have this shipped out today, and you'll receive a tracking number around 5pm"....
It's 6:30 my time- no tracking info.

Now that sounds unusual. Are they doing that Expo thing in Chicago right now? Were Hack and some of his people supposed to be up there around now? That could account for gumming up the works and getting their wires crossed. You must tell us how it all comes out.

[binkmeisterRick]

Well, I asked Sarge about the QM once and he says he never goes anywhere unless it's literally in his back yard, so while someone from Wings may be there, I'd bet your bippy that Sarge is still in Ohio.

[Chewbacca Jones]

Hey! Bet your own bippy!

[binkmeisterRick]

But my bippy is already spoken for.

[riothamus]

the longs and regulars are NOT made by the same people. Hence why the NZ I received in error had a cheaper lining, not a brass zipper (not quite sure what it was) and grill-like stripes on the back and sleeves.

Mine certainly had serious grill/zebra stripes on it. They are also not doing another run which seems odd considering how bad they look. I guess I can understand somewhat. They're out the money having made them, do you then go and put the money out again for another run? What if it happens again? Myke said that some of the people that bought them are returning them. I'm honestly surprised that anybody is keeping them, but that's their choice. Myke did say that Sarge things the colors will even out after 6-12 months of wear. I don't know about anybody else, but I don't want to wait that long to have a jacket look good enough to wear out and have it look the way it should NEW. Its really a shame because construction-wise it seems really good and I LOVE the weight.

Excelsior,
Riothamus

[binkmeisterRick]

Myke did say that Sarge things the colors will even out after 6-12 months of wear. I don't know about anybody else, but I don't want to wait that long to have a jacket look good enough to wear out and have it look the way it should NEW.

Seriously?!

[sharkboy]

Stripe variations on my NZ lamb have decreased considerably with only a couple months of occasional wear. It's been caught in the rain a number of times and has darkened considerably overall. I've kindof been a champion of this jacket since it came out but I understand the feelings about the back being a bit to stark. But I have noticed mine has darkened up.

SB

[riothamus]

Stripe variations on my NZ lamb have decreased considerably with only a couple months of occasional wear. It's been caught in the rain a number of times and has darkened considerably overall. I've kindof been a champion of this jacket since it came out but I understand the feelings about the back being a bit to stark. But I have noticed mine has darkened up.

SB

I think yours was not a long, is that correct? All the longs seem to have major stripes going on. Mine has serious stripes on the ENTIRE jacket. Backpanel, shoulders, front, sleeves... Granted, I haven't worn it anywhere yet because I didn't want to void the return ability. I really do love the jacket, I just can't bring myself to keep something that isn't right to begin with. I can't afford to be out $200 bucks and have to get NEW Indy jacket later when I'm supposed to be done now.

Excelsior!
Riothamus

[sharkboy]

yeah, I think if you can get your money back, and you aren't totally satisfied, then that's the way to go. You have to be happy with it ultimately.

SB

[Chewbacca Jones]

I think it's also important to remember that Sarge has a very different, and much more casual, view about jackets than we do. He rather likes that whole "jackets are like a box of chocolates" esthetic, and sees character where we might see flaws. I had to exchange mine because of an actual flaw in the finish. Sarge was disappointed that it wasn't his size so he could keep it!

I guess I'm saying, not everyone views things like color variation or aging the same way. The important thing is that he do what must be done to satisfy the customer, regardless of his own opinion. If he fails in that, then it's time to cry foul, no doubt.

[Kokopelli]

Maybe I finally stirred the pot- tracking number came through tonight!! Billing info only, though...

[JC1972]

Glad to hear that Ron, hopefully it was shipped.

BTW I just got my AC now. Seems okay fit wise, little on the big side but don't know how a Large long would be. Also just noticed some kind of mark on the right sleeve, left sleeve has different shades of color between the top and bottom pieces of leather and white marks on the back (which I'll have to see about getting off, any idea what they may be?). Will post pics soon; hopefully all of those can be resolved through Pecard's. But no ballcap though, which I got with my NZ that I returned. Whatever, its just a hat and I did get the web belt.

[JC1972]

As posted in the AC thread, I sent back the jacket due to the white marks and two-toned sleeve. I spoke with Myke yesterday and told me how I loved the look and feel of it and was thinking of keeping it; he was like Oh no, we want you to be happy and that they were happy to oblige. Made me feel good to be a respected customer. So it was just received an hour ago. We'll see when I get the return; I hope to get it the week after next. Not to be impatient but I just feel naked without an Indy jacket . I'll keep everyone posted.