I had one of their rods break. I submitted my warranty claim. I can get a exact model replaced for free or upgrade and just pay the difference. 
The part that gets me is I have to pay $50 for shipping. I can understand paying for shipping but $50 seems a little excessive. 
 

What’s your thoughts?

 

Thanks

Well, USPS retail ground rate for a 7'x3" tube would be $24.70...so it doesn't seem that out of wack for two way (you sending in, them sending back)

10 minutes ago, MN Fisher said:

Well, USPS retail ground rate for a 7'x3" tube would be $24.70...so it doesn't seem that out of wack for two way (you sending in, them sending back)

Ok thanks. Didn’t know it was 25  to ship. 
The 50 is only for them to ship to me. They didn’t say I have to ship the broken one to them yet

My AA rod that arrived yesterday cost $24 and change like MN Fisher said, I think 50 round trip is likely what it actually costs. 

17 minutes ago, GTN-NY said:

Ok thanks. Didn’t know it was 25  to ship. 
The 50 is only for them to ship to me. They didn’t say I have to ship the broken one to them yet

Well then that doesn't sound right......that's twice the amount it should cost to ship a rod CONUS with 2 UPS air.   

I just shipped a 7'6'' tube to CA from Indiana.  It was $47 UPS ground. Same tube to anywhere in the Midwest is about half that. The tubes can be expensive too.

For what it's worth, when I replaced a St. Croix under warranty, they used FedEx. I had to send them the broken rod, which they did replace, for "evaluation".

They only charged me like $25 to ship a replacement to Canada..... $50 seems odd. 

St Croix changed there warranty policy. You don’t have to send the broken rod back. Just pictures of the break, serial number and model number 

2 hours ago, LonnieP said:

St Croix changed there warranty policy. You don’t have to send the broken rod back. Just pictures of the break, serial number and model number 

Yeah that’s what they had me do

12 hours ago, GTN-NY said:

What’s your thoughts?

You could road trip to Park Falls, WI and bring it there in person.  Might be a bit of a haul from NY though.  Or...you could just keep the broken one.  LOL

4 hours ago, LonnieP said:

St Croix changed there warranty policy. You don’t have to send the broken rod back. Just pictures of the break, serial number and model number 

Same I warrantied a broken Victory Spinning rod and upgraded to a Legend Elite.  Just paid the difference in the rod line prices no shipping charge and didn't have to send in broken rod.  This was back in February of this year.

At least you got replied to! It's been over 2 weeks and I'm still waiting the 7-10 days they asked me to. I emailed yesterday to check in. 

Shipping cost include packaging, handling then cost to ship.

It was $35 Wisconsin to California before cost of doing business increased the past year.

Tom

 

2 hours ago, JMac603 said:

At least you got replied to! It's been over 2 weeks and I'm still waiting the 7-10 days they asked me to. I emailed yesterday to check in. 

Same here, I sent in a request a few weeks ago and haven't heard anything.

3 hours ago, JMac603 said:

At least you got replied to! It's been over 2 weeks and I'm still waiting the 7-10 days they asked me to. I emailed yesterday to check in. 

 

50 minutes ago, Standard said:

Same here, I sent in a request a few weeks ago and haven't heard anything.

 

3 hours ago, JMac603 said:

At least you got replied to! It's been over 2 weeks and I'm still waiting the 7-10 days they asked me to. I emailed yesterday to check in. 

It took around a month. I gave up thinking they weren’t going to call

14 hours ago, GTN-NY said:

 

 

It took around a month. I gave up thinking they weren’t going to call

Good to know! Thank you.

I paid about 50 to ship a tube from NJ to FL through UPS.  

shipped a rod to dobyns in texas from connecticut by fedex ground just under $50.

If you don't have to return the broken rod to them, keep it.  For three reasons.  It may be repairable and good for a spare if not primary use.  It also is a source for components (mostly guides)  that you might need in the future.   Pieces of the blank can be used to repair other rods.   

 

https://www.rodbuilding.org/library/repair-oquinn.html

My personal St Croix Warranty experiences has been mostly positive.

 

A-Jay

I broke a Mojo Bass rod a couple of years ago and SC just has me send the picture of the break along with the serial and model number.  I chose to upgrade to an Avid X (now discontinued).  I complained about the $ 50.00 shipping but the CS person did lower the upgrade price so I felt like I got a little bit of a deal.  Normally I visit the factory once a year on my way up to Cable, WI to musky fish and take care of any warranty issues in person.  My experience with SC CS has been excellent!

I have a warranty claim I submitted on Tuesday. I'll post how it goes in this thread. I will say, I don't think I'll be buying anymore St. Croix rods.

Shame to hear this about a top tier rod company.    Makes me very appreciative of the experience I've just wrapped up with Alpha Angler.   I bought a new Chatterbait rod from them a week or two back, received it with cosmetic damages (residual glue in a couple areas), and a slightly canted guide.    Sent an email right away to them with a few pics.   Within an hour I heard back from the GM,  he said that was unacceptable and thanked me for allowing them to get the rod back.   He then proceeded to ship out a brand new rod which arrived today with the pre paid shipping label for the return rod included in the rod tube.     To say they earned my rod business for the foreseeable future is an understatement, and I imagine I'll buy at least one or two more rods from them within the year.

 

I say all that to illustrate how it's far more profitable for a company to stress customer service, and go the extra mile even when the payoff isn't immediate.    Studies have shown that it's vastly harder to gain a new customer, than it is to retain one.     

 

Top tier rod makers shouldn't get people's hard earned money if they can't at least communicate in a timely manner, and honor warranty claims in a reasonable time frame.     That's the minimum effort a company should make when you are spending hundreds of dollars on a rod imho. 

 

It's easy to forget that every single dollar spent on Bass fishing is disposable income, and in a world where Americans have less and less disposable income.....companies in these market segments should keep that in mind.      You have to make your $300 car payment, you don't have to make a $300 rod purchase.   

Last month I shipped a rod from WI to CA for $32 through the post office. 

Got my reply. Replacement on the way for $50.00 shipping. ?