Sorry to hear that. I can't speak about Arcteryx but I've been a long time customer of Patagonia and have only the absolute best things to say about them. Their products are expensive but they back them with lifetime guarantees. I had a $400 Gore-tex jacket that after two years of use, started letting water in at the seams. I took it to a Patagonia store and told the clerk, who gave me a free bottle of a liquid wash that helps restore water repellency. When that didn't work, I returned to the store and the clerk apologized, took the jacket and told me to grab a new one off the shelf.
I've had other friends get replacement gear years down the road, and have also had down jackets get repaired by them for free after regular wear and tear. It's those little things, along with their support for environmental causes, that have made me a lifelong customer.
I tend to think well of both Arcteryx and Patagonia, but I'd also say that their initial solve of using a DWR replenisher[1] for a jacket that was leaking at the seams feels like a fairly lukewarm example of customer service (then again, some places might have sold you the bottle too...)
Arcteryx has phenomenal customer service as well. They mailed me a new jacket in the middle of trip (picked it up at a Chilean post office as we moved to a new mountain), and let me mail the original leaking one back a month later.
I've had other friends get replacement gear years down the road, and have also had down jackets get repaired by them for free after regular wear and tear. It's those little things, along with their support for environmental causes, that have made me a lifelong customer.