First class customer service: Warranty fulfilment after expiration date
When we experienced a water/rain leak on multiple triangle windows we were pretty desperate. We "survived"/emergency repaired with tape for the one remaining night and got home without further events. Except the one remaining triangle which popped out when unpacking at home for drying. Else, the Go is in great shape - including the rest of the tent but is already beyond the time at which I would dare to raise a warranty claim (+5 years). I wrote to Sylvansport via the Chatbot for advice and options (repair/exchange), but customer service responded within an hour that I should initiate a warranty claim. OK! I detailed the issue with a warranty claim on the same day (with photo) and on the next morning I had the invoice for exchange with cost of $0.00 in my mailbox - including shipment! I've got two updates until the replacement tent was shipped on the following Monday. I was stoked when it arrived on Tuesday noon, before I even attempted to check the courier tracking status! A new tent together with a new vestibule pole (over the door) and detailed change instructions. (I watched already the video on the website :-) I cannot think of any recommendation on how to do better customer service! You are already on the top of all. Excellent customer service that I have not seen elsewhere before!