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Maybe my expectations are too high but I recently bought 2 new Scotty riggers and a couple weeks back lost one of the thumb screws that hold them down to the base while removing them at the dock. I decided to contact Scotty customer service after having read a story posted on Spoonpullers about a Cannon user who had contacted Cannon regarding a part they needed and without even asking, the Cannon rep agreed to send it to them free of charge. I was hoping maybe Scotty would be as supportive to their customer and thought I would test this out by calling them about the screw I lost. I also wanted to take the opportunity to tell them that I thought their design was flawed. So I called and spoke to the rep. I explained my problem and suggested that they should maybe reconsider designing the screws so that they do not come out all of the way (kind of like a stopper to prevent losing them over water). The rep suggested to me, as she says she has suggested to the number of others who call her regarding the same issue, to remove the riggers over land. This is obviously not practical when docked somewhere but nonetheless this was her answer to this seemingly common issue. I then asked if the company could send me two replacement screws given that I am a recent owner of the riggers (having previously had cannons) and am just getting used to them and may likely lose another in the future. She explained that she could not as this was an aftermarket part that can be purchased at a number of locations. I told her that I realized that I could just purchase them at a retail store somewhere but explained that after spending more than $1200 on two riggers and having just purchased a new boat I was not at all concerned about spending another $10 or $20 on these screws, but was more curious if the company I chose for my riggers would stand behind their product and support their customers in this situation. She once again insisted that she couldn't send me any and told me that I would need to purchase them. This is when I explained to her my original motivation to call - I told her about the cannon story that I read on a fishing forum that I was part of. I told her I was very disappointed in the outcome of my call and that I was second guessing if I had made the right decision to go with Scotty. I told her that I was hoping the company would do something that may cost them maybe $5 in postage and parts to keep a customer happy and more importantly, loyal...but I was wrong. It was at this point that the rep told me to hold on....she came back on the phone after a few minutes and told me that she did not want me to be disappointed and that she would send them to me. It was unfortunate that it took all of that to get the rep to finally agree to send me the parts. I was not impressed. Nonetheless, I waited for the part and when the package arrived about a week later, I found 1 thumb screw (talk about being cheap)! After requesting and thinking I was getting 2 screws, I got one. Some may think I am being petty, but I think the story speaks loudly to the company and what they think of their customers. I am very disappointed in the company and will seriously reconsider buying Scotty again in the future. Companies spend countless amounts of money advertising and trying to acquire new customers, only to lose them over something as silly as this. I hope they have learned from this but only time will tell. It may also be possible that I was unfortunate to speak to someone who was not experienced in customer service or just had a bad day, and this was not typical of Scotty...but regardless of the reason for the responses I got, it left a bad taste in my mouth and thought it was important to share it.