Excellent service from Polar Canada!

I got a Polar RS200sd heart rate monitor for my birthday back in 2007. Love the watch / HRM and have used it a lot. I liked the look and feel of it enough that I wore it as my primary watch, and not just when I was training. It has never let me down, but just a short while ago, when I went to put it on one morning, the strap broke. It didn't break off completely and the watch was still wearable, but the broken strap meant that it would have to be worn too loose, and it would only be a matter of time before the strap broke completely off, leaving the watch unwearable. Have a look at the picture below and you'll see what I mean.

At the time I had had the watch for about a year and a half or so and I figured that the warranty must be up - believing that most items usually have only a one year warranty. Since the strap on this unit was completely integrated with the watch, it wouldn't be an easy task to replace the strap myself - I would definitely have to send it back to Polar. I sent an email off to Polar support asking what my options were, and hoping that maybe they'd view this as a defective strap (or potentially bad design) and would offer to replace it for me even if the warranty was up. I was extremely happy to get a response back from Polar very quickly stating that the unit actually had a 2 year warranty and that they would indeed replace the strap free of charge - all I had to do was ship it to them in Montreal.

I figured I'd try pushing my luck a bit and informed the girl that had responded to me that the battery in the watch was low and asked if maybe they could replace that too. She was quick to respond and told me that I could purchase a new battery from them for $25, which would include the return shipping costs. I was a little confused with that answer (especially the bit about the return shipping costs since presumably they were going to be shipping the watch back to me after the strap was replaced) and responded back to her telling her not to worry about it - that I figured I could replace the battery myself for cheaper than that. She didn't like that idea, and in fact told me not to do it since it would void my warranty. I finally relented and decided that $25 for a new battery wasn't that bad (considering I'd pay close to that myself for the battery alone), especially since the watch would again be 'factory sealed', and included a note in the shipment asking that they call me so I could pay them over the phone when they received the watch.

Well as you can see from the image above, they ended up replacing the battery for free! Have a look at that invoice: they replaced the strap, replaced the face plate (it had a few scratches on it, and yes, maybe the strap and faceplate were all one unit but still...), replaced the battery and did a couple of tests (functionality, water resistance) all for free! I was without the watch for maybe a week and a half total. I sent the watch to them via regular mail, but they sent it back to me via Purolator.

When it comes to HRMs, you can't beat Polar, and I've always been happy with the products I've bought from them. This excellent service I just received significantly reinforces the fact that I will only be buying Polar HRMs in the future and will certainly recommend them to anyone. Thank you Polar Canada!