Customer Service Done Right!

[jeffgrant]

I'm a happy camper.

About 12 years ago, I bought a new (and somewhat expensive) Orvis fly rod. One of the major selling points was the fact that it had a lifetime "no BS" repair policy. Regardless of how it got broken, all I had to do was send them any single piece, regardless of size, and they will replace the rod, no questions asked.

A week and a half ago I broke about 2" off of the tip of my rod. I called them up, got a repair number, and sent them the rod.

Turns out that they couldn't fix it, and no longer make that rod, so they called me and offered me the rod of my choice as a replacement.

The new rod showed up yesterday, and it's awesome! Way better than the one I bought initially, and still with the "no BS" repair warranty. All it cost me was about $30 in shipping fees.


Gotta love it when companies stand behind their claims and offer excellent customer service.

It's rare enough these days that I thought it was worth mentioning.


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[Joeaksa]

Orvis is one of the best companies around. Not cheap but good quality products.

You are one of the best advertisments they have and glad to hear it!

[berettafan]

St. Croix does the same I believe. Got me to open my wallet (that and a sooooo nice action).

[gassy]

The pliers on one of my Leatherman tools snapped in half and they replaced it with a new one no charge.

[Taz's Master]

My Leatherman broke (pliers same as gassy's) after years of often inappropriate use. They don't make my model, and I didn't see one with the tool set I liked as much. I wrote a letter saying I'd understand if they simply replaced it, but that I'd prefer a repair.

They repaired it.

[Rick Lee]

I had a real nice pair of Timberland motocycle boots my wife gave me for Xmas. Within about three mos., one of them started coming apart. Timberland gave me a return #, but by then they were no longer making motorcycle boots. They called me and told me to pick any pair of foortwear off their website and they'd send it to me.

Two weeks ago I decided I no longer like the two year old refinish job on my 1911. Now that I live in Phoenix, I can just take it to Robar instead of paying $60 for shipping. I took it in and introduced myself. The lady said, "I've seen your name a lot around here." I have sent them probably seven guns in the last 10 yrs. I told her I had just changed my preference and wanted a different finish on it. She said, "Sure. We'll no charge it." Last week they sent me a work order with a zero balance due. Otherwise it would have been $270.

[Racerbvd]

I remember when Schwinn bikes stood behind their frame & forks like that

I remember racing an out of town National back in the 80s, cracked my Sting went to a local bike shop, the looked at it, checked the serial number and gave me a new one

[Jays72T]

I stripped a few teeth on a 3/8" Craftsman standard ratchet and they replaced it, at my request, with a flex handle stubby one with no problems. It was about $10 more then the standard one. I have many similar stories with Sears, they have never let me down, just wish their tools wouldn't keep breaking.

[KaptKaos]

Originally Posted by berettafan

St. Croix does the same I believe. Got me to open my wallet (that and a sooooo nice action).

Yep - St. Croix has the same policy.

Broke the tip on my 4 wt. My borther-in-law drove to the St. Croix HQ and they swapped it on the spot. We were in northern Wisconsin at the time I prefer the fast action on the St. Croix as well. (Made a new rule that day. Rods go into the tubes before you do anything else.)

Orvis has the same policy and they keep it even for their breathable waders, well at least they used to. Not sure if they still do, but my breathables sprung a leak and they swapped em out too.

[widgeon13]

It's interesting that the companies w/ excellent customer service are also the ones that are successful long term. Orvis, LL Bean, Stew Leonards

[berettafan]

Add Cabelas to that list as long as we're talking redneck stuff!

My breathables (Cabelas brand) have been fantastic but the first pair did develop a leak at the boot. Replaced them no q's asked. Can't imagine doing neoprene any more (and i wear my waders in the winter!).

Kaos ever try a Winston? Talk about a wet noodle!!! Seems like they require an enormous amount of skill to work well but i don't see the need. My St. Croix 3/4 wt was absolutely great in the tight areas of Big Hunting Creek near Frederick, MD. They almost make you want to step down a line size whereas the St. Croix can actually benefit from going up a size for tight spots.

BTW, have a 9wt St. Croix that is fantastic as well.

[craigster59]

I have a Sage SP 4wt that the tip broke off. They repaired it for cost of shipping and made a second tip for $100. I just picked up a Temple Forks "Lefty Kreh" 2wt for my last trip and it's a great rod, $180 and lifetime warranty also. Now I just need to get a Galvan reel for it and I'll be set.

[Rick Lee]

When I was 15 I ordered a Kramer guitar, back when you had to do that stuff through your local mom and pop music store. It was supposed to take two weeks. Took two mos. and I got the wrong color, but kept it, as I was never gonna get the color I wanted. I wrote a letter to the president of Kramer. A week later he personally called me to apologize, explaining that they were just growing so fast and couldn't keep up with things. He said he was going to send me a case of strings (asked me what gauge I wanted) and then invited me down to their factory for a tour, which they did not offer to the public (I had tried before). They were about two hours from my house and my mom drove my best friend, also a Kramer player, and me down there. The pres. had a sweet 928 too! We got to walk around the assembly line and paint areas and also got to see one of Eddie Van Halen's guitars get packed up to be shipped to him. I need to scan those photos someday. Anyway, I left a very satisfied customer.

[KaptKaos]

Originally Posted by berettafan

Kaos ever try a Winston? Talk about a wet noodle!!! Seems like they require an enormous amount of skill to work well but i don't see the need. My St. Croix 3/4 wt was absolutely great in the tight areas of Big Hunting Creek near Frederick, MD. They almost make you want to step down a line size whereas the St. Croix can actually benefit from going up a size for tight spots.

BTW, have a 9wt St. Croix that is fantastic as well.

My brother-in-law has a Winston and I have fished it a few times. Took a lot of effort to get line out. It was a 4wt and I think he was running 5wt line in it at the time.

I've only used a 9wt a few times fishing for Muskiee. That's a real rush!

[berettafan]

jeepers a 5wt on a Winston 4!!!

i fish tidal waters now for schooly rockfish (stripers), bluefish, etc. and you end up with fast sinking lines (Teeny brand is what i currently have) that actually are 'lobbed' rather than 'cast'. crazy stuff but WAY fun with a 4lb rockfish fighting you in serious current!

[jyl]

Victorinox (Swiss Army) knife - after several years, the screw for the scissors backed out and was lost. Sent it to the repair center in New Jersey (?), received letter that they were unable to perform the repairs in the USA but they offered me a new knife free, otherwise my knife would be sent to Switzerland for repair which would take many months. Naturally I wrote back asking them to repair my knife. Several months later my knife was mailed from Switzerland, nicely repaired and fully reconditioned at no charge.

Screwpull ($150 corkscrew) - broke 11 years after we received it for a wedding present, alas the warranty was only 10 years. Sent it back asking them to repair it at my expense, they sent me a new one no charge.

Merrell sandals - after two years of constant use one of the straps pulled out, I sent the pair back and they sent me a brand new pair, no charge. After two more years of constant use the soles were worn through, I sent them back and another new pair arrived. Two years later, my wife had a hissy fit and forbade me from taking further advantage of the Merrell company - so I had to actually buy new sandals.

So, to this day, I only buy Victorinox (as opposed to Wenger, not that I have anything against Wenger) and Screwpull (have bought 3 as presents for people). Have bought several more pairs of Merrells too. There are some good companies out there.

[jyl]

Flyrods - I have mostly Sages, started with the slow action (Light Line) but came to prefer the faster actions (RPL etc). Most of mine were bought as blanks, usually seconds, and built up by a guy I used to know in Pasadena. I like that, because you can specify exactly what you want - for me, large guides, no contrasting threads, etc. Also have a Scott 4-piece that was given to me by a fly fishing conservation group, some sentimental value there. Also a St. Croix, not a good one.

[berettafan]

Never thought the 4pc rods could really be that great. it just doesn't seem like you can keep the action smooth with all those joints.

St. Croix did (not sure these days) have a 'beginner' line that was a bit different in it's action. You could get it to a point but no better. Kinda like there was one loop you could throw and anything else you wanted req'd a higher end rod. BUT their higher end rods were cheaper than the 'premium' brands by quite a bit.

[jyl]

My 4 pc is not that great action, but the portability is great. For air travel, etc.

[berettafan]

will a typical 2pc not be allowed for carry on?