“One-swap Policy” ?
Hey!
So I have a pretty sizable Satisfy collection, and have not had many issues with quality.
The only actual RMA I had, was on my Rippy Cordura 5” shorts. Communication was fine, and I was offered a replacement. It did take quite a while to process and send the new ones, and when they did arrive they sent the wrong shorts, but that is an honest mistake. Finally I got the new pair.
Unfortunately my new pair now also show quality issues, so I have contacted Satisfy to RMA again. Surprisingly I received this reply:
“Unfortunately we have a one-swap policy when it comes to replacement for defective gear; therefore I will not be able to offer a replacement or a refund, I'm sorry.”
I replied asking for an explanation of this, and challenged it very politely, but they haven’t replied.
I am honestly very surprised by this. A replaced product, of course, comes with the same EU consumer rights as the original item. For high end, expensive products like this, I expect the company to stand fully behind their quality. So now I have sadly kind of lost trust in what was my favorite brand, and have limited desire to add to my collection.
Has anyone else experienced this, and know what this one-swap policy is all about?