Customer service...

[TimM]

I feel your pain and frustration.

It seems to me that in all likelihood the fact that Shimano now owns G. Loomis has a lot to do with the change in how they deal with warranty issues, both recent and those related to products built/sold long before they bought the company.  Not excusing their response, just pointing out what I think is an unpleasant fact of life in today's world.

One other thing that I would point out is that with regard to weak spots in graphite rods..as this falls squarely in my professional wheel house, so to speak, graphite composites are notoriously notch sensitive...meaning that any small flaw (actually the smaller and sharper the "notch" the greater the effect) will significantly weaken any structure that  contains that flaw.  Needless to say most graphite rods are subjected to a fair amount of abuse (relatively speaking) and it's not a stretch to imagine a rod having lots of little flaws all up and down the blank that could weaken it and lead to failure.

All that said none of the above excuses poor customer service...especially when a premium priced product is involved. Clearly when we make that sort of purchase we expect a different level of service/responsiveness and the sour taste it leaves lasts a very long time.

[MikeA]

Those flaws will almost certainly show up  the first few times you stress the blank. I believe that if you’ve put a fly rod through several hours of fly casting, fish catching, and bottom snagging,(intended use), then it’s likely not going to break 4 years later due to a manufacturing defect.  More than likely you’ll hit it with a clouser or bead head and then the next time you stress the rod in that area it’ll break. It’ll seem like the rod just broke for no reason because you’ve forgotten about the impact it took earlier.

To me lifetime warranty on rods rods means you’re paying twice or three times what the rods worth as an insurance policy against breakage. Most companies don’t word the warranty that way but have a no questions asked replacement policy. Redington and TFO come to mind here.

[TimM]

Those flaws will almost certainly show up  the first few times you stress the blank. I believe that if you’ve put a fly rod through several hours of fly casting, fish catching, and bottom snagging,(intended use), then it’s likely not going to break 4 years later due to a manufacturing defect.  More than likely you’ll hit it with a clouser or bead head and then the next time you stress the rod in that area it’ll break. It’ll seem like the rod just broke for no reason because you’ve forgotten about the impact it took earlier.

Agreed. Your explanation is a more specific version of what I was attempting to convey. 

[bd]

Unfortunately, when G.Loomis started the Expeditor program, I heard rumors of a few people intentionally snapping their rods so that they could quickly get brand new replacements in time for big fishing trips and stuff. Once again, the proliferation of douchebags in the world ruins it for the rest of us.

Anyway, I can somewhat understand a manufacturer being extremely strict about never replacing a rod on warranty if all sections aren't accounted for. You can see how a few douchebags working together could send in rods with a section here, section there held back in order to put together a new rod at a vastly reduced price. Some guys would probably send in warranty rods saying "I lost the tip" just to get a "spare" tip just before a fishing trip. Again, douchebags.

I think we have a consensus though that G.Loomis was wrong not to refund the $50.  Losing a future sale of a $700 rod over fifty bucks isn't good business.

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[MikeA]

I can see your point if it's just a missing section or a tip. In this case one section was broken and the section beyond that was lost. It isn't illogical that you might easily lose a section after a break occurs. That's especially true of big game fishermen. Just for the sake of an argument lets say you buy an $800 rod for a Tarpon trip and on the first cast a 200 pound Tarpon eats your fly, snaps your rod in half, runs out all the backing, and then breaks you off with the tip section in tow. Are you out $800? If so why in the hell would anyone buy an $800 rod for Tarpon fishing.

[jarrod white]

I feel the pain but I think you should have to have all the rods parts in order to get the rod covered totally under warranty.. No exceptions! Too many people out there who are not honest      My .02

[jgray]

I like what some of the smaller companies like McFarland and Steffen are doing - moderately priced rods with reasonable warranties.  Each section in need of replacing - whether you lost it, broke it, gave it away - is $60. 

[Aquaholic]

I can see your point if it's just a missing section or a tip. In this case one section was broken and the section beyond that was lost. It isn't illogical that you might easily lose a section after a break occurs. That's especially true of big game fishermen. Just for the sake of an argument lets say you buy an $800 rod for a Tarpon trip and on the first cast a 200 pound Tarpon eats your fly, snaps your rod in half, runs out all the backing, and then breaks you off with the tip section in tow. Are you out $800? If so why in the hell would anyone buy an $800 rod for Tarpon fishing.

A killer story, about a monster tarpon that schooled you an ran away with everything is about the most you would probably get out of the above situation.  I don't know of a rod manufacturer that replaces missing pieces or missing rods under their warranty.  I'm sure they all make some exceptions though.

I have several rods that I'm not the original owner.  I still find that rod manufacturers will replace sections when I break them. That's a plus. 

[TheYiman]

I had the tip section of my Orvis Trident TLS 5 wt fall off while Skipjack fishing over the winter.  I was changing reels and it simply fell in the water.  They replaced the tip section no problem.  Just the $25 bucks/shipping and I had a new one.  I was impressed with their service as I had a really bad customer service from them while I was working as a guide in Utah for one of their "Orvis Endorsed Guide Services".  This time around they treated me right.  I think if a company has a lifetime warranty on their rods, they should replace them regardless of how it is sent back.

[bd]

I can see your point if it's just a missing section or a tip. In this case one section was broken and the section beyond that was lost. It isn't illogical that you might easily lose a section after a break occurs. That's especially true of big game fishermen. Just for the sake of an argument lets say you buy an $800 rod for a Tarpon trip and on the first cast a 200 pound Tarpon eats your fly, snaps your rod in half, runs out all the backing, and then breaks you off with the tip section in tow. Are you out $800? If so why in the hell would anyone buy an $800 rod for Tarpon fishing.

Under the technical terms of every major manufacturer's warranty I know of, you'd be SOL.  It would be up to the manufacturer to make an exception.  

Like I said above, Sage made such an exception for me after I lost the front end of my rod that time we were fishing with Jarrod.  However, I am 99% sure that Jim at Fly South going to bat for me with the rep helped a lot that on that one.

If I'd bought the rod at Bass Pro or off the Internet, I am willing to bet that story would have come out a different way.  Obviously Jim's not going to go to bat for someone who didn't buy the rod at his shop.  That's just business reality.

So, a few take-aways:

1.  If you're going to buy an $800.00 rod for something like tarpon fishing, it probably doesn't hurt to buy it at an established shop where you're a regular customer and spend some money.  Sometimes the little things like that make a difference when the shit hits the fan.

2.  If you're spending a lot of time tarpon fishing, you're probably buying expensive gear in spite of the risks.  There's probably only genuinely 10% difference in performance between a $200.00 rod and a $800.00 rod.  But when you only get so many shots at that 200 pound tarpon, that extra 10% can mean something if you can afford it.

3.  Also, for the guys who spend a lot of time doing big-game saltwater fishing, $800.00 probably doesn't mean as much to them as it means to you and me.  That shit is expensive.

bd

[jarrod white]

No doubt BD that saltwater stuff is expensive and reserved for lawyers and people like that whi can afford it

[bd]

Says the guy who has a nice piece of land on the Caney and posts about hanging out at Blackberry Farms!

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