This post was originally published on LinkedIn.

I would like to share a customer experience. I rarely share posts, but I just HAD to share this. And since LinkedIn is the most "social" medium I have, I think this is the place.

The story begins with me buying a sleeping bag made by Mammut, the mastodon that sells outdoor clothing and gear.

Along with the sleeping bag came a pair of earplugs and an eye mask, which is very practical when you sleep in a tent that barely shields you from either noise or light. The plugs work just OK, but the eye mask? The eye mask is BY FAR the BEST eye mask I have ever used. And believe me, I've tried fancy eye masks and silk and all sorts...

After several trips outdoors, I think to myself that this eye mask – I would like to use it at home too. But then I really hesitate to take it out of the pocket on the sleeping bag, it somehow belongs there. On trips. Out in the open.

I start scouring the internet to find that exact mask. But I quickly discover that the mask is not sold separately. Anywhere.

So, today I decided to contact Mammut to ask about the mask. It must be possible to buy it directly? Worth a try, at least.

It's 09:50 and I fill out a contact form on mammut dot com.

At 09:55, I get a response.

Ah, it's just one of those automatic replies that they have received my message.

But at 10:12, something interesting happens. I get a response in polite American English, with a request to send in proof of purchase and a picture of the sleeping bag. I think OK – if that's what it takes, so be it. I fire off an email at 10:21 with what they ask for.

At 10:23, I get a polite thank you, still in American English, informing me that my request has been forwarded to another department. They warn of maaany requests at the moment, and say it could take up to a week before I get a response. Thanks for your patience, and all that.

At 11:52, I get a new email. This time from Gina at Mammut, and this time in Norwegian. I see from the email thread that there have been some emails back and forth, where someone in polite American English asks if the repair department can send the customer – which is me – two sleep masks. In Gina's email, it says:

"Hi. Two sleep masks will be sent to you by mail from here on Thursday. At no cost."

WHAT??? Free?!!

Yes. Free. In the mail. To me.

And not one, but TWO eye masks. And that just about TWO hours after I send a request to Mammut internationally...

Small hipster startups might do similar things, I've experienced that before. But a mastodon like Mammut? Not usual.

Maybe it's my expectations that are wrong?

Anyway, I wish other big companies were as cool as you Mammut Sports Group AG!