I have three Orvis BBS reels. The drag was not working right on two of them. I got online with the chat customer support to ask them a couple questions about maintenance. The person chatted me through dismantling the drag, cleaning it and putting it back together. Worked like a charm.
-wayne
Wayne,
AGREED!! We have all heard the complaints about Orvis prices, & some are WAY high, but You don’t hear complaints about their customer service. I contend that there is none better…maybe equal, but I haven’t seen better.
Mike
I returned a pair of wading boots to Orvis a couple of years ago. I had worn the boots for 5 seasons so that equals about 500 days of use. I’m retired so fish just about every day. As you can imagine, the boots bore obvious traces of extensive wear.
The problem was with the convertible soles. Customer service called me, told me they couldn’t fix them and asked me to pick out a new pair from the current catalog. I did and received it in a few days–all at no charge.
I’m loyal to Orvis as a result of this experience. Any company that stands behind its products this way will get my repeat business.
I’ve always felt that Orvis was a fine company with wonderful customer service. I’ve got four of their Clearwater Outfits that see very heavy use. I’ve also bought lots of other odds and ends for fly fishing and fly tying. I’ve never been dissatisfied with a single item. 8T 
I also have had very good experiences with Orvis. Yes, their prices are way high on some things so I don’t bother with those or wait for sales, but their customer service is great. Several years ago I wanted a discontinued Silver Label and called to see if there might be some left in stock. There wasn’t, but Orvis had the blank I wanted and built me the rod custom in a little over 2 weeks! I thought that was pretty good, and I like to think I have a “custom” Orvis rod as well!