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First, let me say that I'm troubled by this posting. Not having see the drysuit, I can't comment on its condition. I do certainly agree with rlhartman that I'm sure his neighbor and boating buddy wasn't trying to "put something over on us."
As to our customer service, after over four years of working here at NRS, I continue to be amazed at the length our customer service reps go to in making customers happy. Hell, I was on the other end of the customer service line as a customer of NRS for 25-years before coming to work here ( I told them in the interview process that I wanted to come to work here to get some of my money back!) and was always pleased with the service I got.
Our guarantee is, and as far as I know, always has been "for the useful life of the product." Rather than give a one-year, five-year, whatever, time period we've chosen this approach because it give us the maximum room to go the distance to make the customer happu - our ultimate goal.
Any time someone is not satisfied with a product we sell, we hope they will giet in touch with us so we can try to make it right. Yes, in this case this is just what the neighbor/buddy did. Was the transaction with him while he was here handled correctly? As I said earlier, I wasn't there so I can't say for sure. What I can say is, if you'll have him call us and ask for Clyde, I'll be more than happy to discuss it with him.
-Clyde
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