1 hour ago, MarkH024 said:

Ok fellas, just got off the phone with Shimano in CA.  #1, outstanding customer service and the gentleman (Doug) I dealt with couldn't have done a finer job.  #2 it was in a bin for technicians to work on tomorrow, however after describing the issue the CS rep asked me to hold.  He returned to tell me that there is no need to have it serviced as they will send me a brand new reel!   I should have it next week.

With that said, I was questioned on my receipt of purchase and I was honest and told them I didn't have it and it is over a year old, actually about 2 years now.  But because the reel was kept in such great condition they didn't hesitate to replace it.  So, it pays to take care of your stuff and keep your receipts. If I sent it in and it looked like it went through world war 3, I'd probably be paying for a new frame.

By the way, I've caught 100's of fish with that reel and have managed to keep it in pristine condition. Same goes for most of my reels though. I'm OCD like that..

Case closed.

 

I figured they would take care of you. Glad it worked out. 

Thanks for remembering to update this thread. So many times folks ask for opinions or have issues but never give any updates. Glad it all worked out!

Interestingly enough, a different person called me 2 hours later and was going to charge me $25 for service and swap out the frame (no cost). I explained that I spoke to another CS 2 hours prior and i was being shipped a brand new reel. He said he didn't get those notes but kindly stated to ignore the message he left. 

I guess that proves there isn't a set in stone policy on how to deal with issues like this. Rather issues like this are handled differently depending upon "who" get when you call in.

They looked at how you cared for it and remember today bad press can cost way more than the one frame.