What happened to Shimano's customer service :(

[musky_hunter]

G Loomis is owned by Shimano so why should that surprise you? :-/

no surprises here....

[musky_hunter]

This is why i only buy rods from few manufacturers / tackle store that goes out of their way to help me as a paying customer. Bring in my broken rod, they give me a replacement and they get their replacement from the manufacturer. If a charge is needed then so be it but at least i don't have to wait a few months !

[lew]

I've been using Shimano gear for many years and have always found it to be excellent. I've had to have a few items repaired at the P'Boro office and have always been very pleased with their service. Couple years back I had a Calcutta that stopped working and dropped it off to them and picked it up the next day. It was made like new again and there was no charge. It wasn't under warranty, but was still a freebee.

 

Sad to hear these stories now of how the service is no longer what it used to be.

[sauce]

I've got a funny story about how a dummy broke my compre. I almost cried. I'll leave those details out... but I shrugged it off and brought it in to my local tackle shop. Over the counter replacement / upgrade to the new "walleye" series. Phew, don't like the way the foam handle compres balance. This was back in April. I'm a satisfied customer.

 

So your broken cumara... is it the new style or an old one? I suspect that stock on old model cumara is low.

 

I don't buy shimano gear because of how it looks, price, or for the warranty. 100 percent performance. Their reels are solid. Their rods are light and strong.

If you break one it's almost a guarantee that someone that handled that rod at some point did something they shouldn't have. A sharp impact might crack the blank. All you have to is load it up on back cast and snap!!! Graphite + impact=damage.

[buckhorn250]

I thought I would provide a bit of an update. Did take the advice to post on TackleTour and received this response from Shimano Rep. Although not a great response and a bit deflective...they did respond. Will let you know what happens.

 

From Shimano Rep

 

You have every right to be discouraged. Currently US Customs is holding a container full of rods for inspection. They are saying it will be a 3 week hold...unfortunately this is completely out of our control. Since all of the rods ship from our location to Canada, they have less control over the situation. We are at the mercy of customs on this one.

The backorder situation is something we are trying to improve. Demand caught us off guard and due to lead times with the factory we simply cannot speed up production. We anticipated this container to show up last week which obviously has not happened due to the problem I discussed above. Unfortunately there is nothing I can do to speed this process up and get your rod back any sooner. The dates the CS rep sees on the computer are generic. They will update daily/weekly/monthly depending on the date of the PO. More than likely the rod will be here sooner than October. Given your original rod order was placed earlier, the rep should try to move your new order up in time. If you send me a PM with your info I will see what I can do. I will send the info up to Canada and maybe they can bump your order up.

I also wanted to add that we respond to every email we receive. More than likely the response when to your junk or spam folder. The address from us will be from fishsitefeedback.

[MCTFisher9120]

I called in many rods again today...some from July, August others from the start September even...no charge warranty replacements happy customers. Warranty has to be looked at more, a cardoor is no longer being accepted. Were at fault so why should Shimano pay. I am not stabbing at you buckhorn but we see it weekly. crushed guides rods broken at the handle, it doesn't happen much. A clean cut blank was not in a bent motion (fishing) so many people fraud the system and why not for years money was wasted thousands of rods were replaced. Even though I only deal with several rejects when you tell the person why the rod is not being warranted it's understood and usually they own up to walking on there pole.

 

A $20 processing fee to replace a $179.99-$599 Loomis is not much to ask, as far as NRX reel seat problems those are long gone unless guys still have "the first of the NRXs" that are only failing now.

 

The new Wildcard Program on the GL2, GLX and NRX Lineup is unreal, register your rod through filling out a forum and you have a 1 time no questions asked replacement regarless if a fish breaks it or you did. That's a + in my eyes. Glad Bantam got back to you regarding the rods, didn't know that looks like more calls to make come a few weeks!

Edited September 18, 2013 by MikeTheBassFisher

[MCTFisher9120]

I've got a funny story about how a dummy broke my compre. I almost cried. I'll leave those details out... but I shrugged it off and brought it in to my local tackle shop. Over the counter replacement / upgrade to the new "walleye" series. Phew, don't like the way the foam handle compres balance. This was back in April. I'm a satisfied customer.

 

So your broken cumara... is it the new style or an old one? I suspect that stock on old model cumara is low.

 

I don't buy shimano gear because of how it looks, price, or for the warranty. 100 percent performance. Their reels are solid. Their rods are light and strong.

If you break one it's almost a guarantee that someone that handled that rod at some point did something they shouldn't have. A sharp impact might crack the blank. All you have to is load it up on back cast and snap!!! Graphite + impact=damage.

 

 

I haven't had older model rods replaced with the same lineups. A "old" Compre, Crucial, or Cumara will be replaced with a new current rod. Your 7' will now be a 7'2 your 6'6 will be a 6'8 and so on.

 

Glad to hear you got looked after.