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LgMouthGambler

Shimano, Great Customer Service

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Heres the story: I had bought a new Clarus rod about 2 months ago. The way the reel hold down works by tightening the handle grip was a pain in the butt. It seemed like after a while of fishing, the hold was losening, and I had to keep tightening it back down. So finally the front part came unglued, and it broke. I decided to just crank it down, and it held decent, but still had a bit of movement. On Facebook, Shimano had a post about "who has tried our new Clarus rods yet?". I responded that I had one, it gave me some problems, and it broke. They responded that they want to replace it for me. I told them I was not paying anything for shipping if they wanted to help, as they want my defect. I recieved a certified envelope with paperwork to ship my rod. Since I sent them a picture of the problem on the rod, they told me to break the rod in as many pieces as I can to fit it as small of a box as I can. My rod that they are replacing mine with is apparently a new one they are coming out with, and it wont be made until mid July. They were soo helpful, and this is why Im a avid Shimano fisher. Its amazing how our "social networks" can play a big role in how big corporations can get personal with their customers.

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That is some pretty sweet customer service right there...

Mike D

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Do you happen to have the link to thier FB page I looked but there is about 100 of them .

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A 2 month old failure isn't much of a test. You would get that kind of response from most, in fact Wall Mart will give you a new rod if yours breaks in 2 months, they did for my son. The thing is, and I have dealt with Shimano for decades, they will bend over backwards and maybe not better than all manufacturers, but will take care of you as good as any other manufacturer in the industry, and better than most. They give me parts all the time for reels that are 2 or 3 models old. I simply tell them what is wrong or failed, and what I need, and they ask if I need to send it in or if I am going to fix it. I always take care of my own reels, and they get my address and let me know its on its way, and ask if there is anything else. I have had them do that with line roller bearings and shims, I have had friends that use other makers, I will refrain from mentioning here to save loyal backers from futile attempt in backing them, and they have to buy them as they are a typical wear item??? on reels over one year old!

This will be the one area Lews will someday be tested at, as that is the only manufacturer I have went to for my reel needs as their Speed Spool line of Low Profile Baitcast Reels are Superior in my book, hopefully there customer service will be in years to come, and it appears it will be many years before we have a chance to test it. Until then I know who I will judge them by!! Shimano continues to give top customer service!! and that will be their comparison!!

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Do you happen to have the link to thier FB page I looked but there is about 100 of them .

Fish Shimano

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Fish Shimano

Thanks found it.

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