poor service-reader's digest version

[newfie]

Hey Everyone,

I purchased a "brand name" graphite fly rod a past summer at a local retailer with life time manufacturer warranty. Rod fished great!!!
It was his last 5wt and I got it for about $150. Broke the tip about 10 months later in May. So I contact the manufacturer, one of the staff says its $50 shipping included for the tip. So I email my info to purchase and get a response from the owner stating their graphite rod count was incorrect and they have no tips but offers to give me $150 off a $650 high end rod that fishes like no other

I call my local retailer, he retails the high end rod for $350 (with manufacturer warranty and I now know first hand what that warranty is worth), another store sells the high end rod for $400. both prices way way way lower than the manufacturer, what's up with that?

Personally, I believe the local retailer didn't do anything wrong. Technically, neither did the manufacturer, but I just can't understand the manufacturer's warranty system, pricing or way of doing business. Especially when the manufacturer sells direct on-line as well and has the broken rod in question for sale on his website for about $170 on close-out. I would think he'd at least offer a deal on that one?

I've had many many rods over the years and while I have't made too many warranty claims, I've never felt quite so dicked around.


I'll never buy from them again, am I off base here?

[tedshuck]

I don't think you are off base at all. This sounds like a very deceptive business practice. You were sold a rod without any real warranty.

Ted

[Mike Thomas]

No I do not think you are off base, the rod came with a lifetime warranty, it is up to the makers to replace your rod. If they have no more they should replace it with the next generation rod free of charge. No ifs and no buts, anything else is just plain dishonesty in my book.
All the best.
Mike

[bobbyg]

Dicked around.............perfect analogy!!!!

[Eric-WD]

I would email and explain that lifetime means life time and that you expect them to stand up behind it. the reason I would go with email is that any responce will be in writing. you might also include a link to this thread.

Eric

[DG]

Call the mfgr back and tell them you expect them to honor their warranty, or that you will never do business with them again and will be perfectly happy to let your 9000+ friends here at FAOL know what you think of their customer service.

[Mato Kuwapi]

You got royally %&^$ed over. I noticed you didn't mention the rod brand. Why not? It might save others from making the same mistake, as well as send a message to that particular rod company that it doesn't pay to do that to their customers. Word gets around here in a big way, and it can be enough to put them under if they don't wisen up. Next time stick with a real name brand like Temple Fork Outfitters.

[Joe Valencic]

I would be on that guy like white on rice. Mike Thomas described perfectly how a lifetime fly rod warranty SHOULD work. In these tough economic times, the cream rises to the top and manufacturers like you are dealing with will sink to new lows in denying their promises to their customers. As Mato Kuwapi said, you should name the manufacturer so someone else here does not get the "shaft," and if he ultimately delivers as promised, you can post that here to clear his name. Right now it doesn't look good for this company.

[PanFisher]

I would email and explain that lifetime means life time and that you expect them to stand up behind it. the reason I would go with email is that any responce will be in writing. you might also include a link to this thread.
Eric

I find a nice email explaining that you believe you likely talked to a new hire. You find it hard to believe or expect such a fine company as theirs would use such a deceptive practice. And explain to them exactly exactly what you believe you bought and exactly what you expect them to do about it. The link included will help. I also find including a CC to the states district attorney, consumer affairs office, Better Business office, etc.also generally gets a response.

[Uncle Jesse]

I had a very similar situation with a VERY well known company many years back on a spinning rod. The short version of the story was they didn't make the rod any more, it was maybe one of the last of the top end of their fiberglass, and offered me a discount on a graphite. When I wrote a letter of protest (this was before email), the president responded that the lifetime waranty was for the life of the rod, not the owner. I did not receive any further assistance, but me nor any of my friends have purchased a rod from that company in the last 20+ years. I am not mentioning their name as they are a sponsor.