Shimano Warranty Problems

[garbs]

Having trouble with a Shimano Taipan 661 6-10kg Spin Rod.
I bought it in Feb 08 from BCF at Lawnton for $80. Used it for the first time the next weekend when I went barra fishing at Lake Monduran. First time it bent was when I hooked a snag at very low speed. Pulled back on it and it snapped straight away just above half way.
Took it back on Monday to BCF. They said that they would have get the Shimano rep to have a look at it. 2 weeks later they said that the rod wouldn't be covered under warranty because when it broke it didn't break clean it shattered a bit.
Wasn't happy with this so I sent it to Dunphy Sports (the Shimano agents for Australia). They sent it back with a letter saying that they feel the damage was done other than fishing.
If they won't warranty this, I don't know what the warranty would cover.
I have never broken a rod before, not even a tip - I am still using the first rod I bought for $20 - 15 year ago.
This was the first and last Shimano item that I have bought.

Anyone have any ideas or similar problems?

Don't buy Shimano

[squizzytaylor]

In Shimanos defence I have a nexave 2-4 kg rod which I snapped by accident while spooling a new reel and it was replaced without question, I do happen to believe though that a little help from where the gear is purchased helps influence the decision made by the reps and this is where the likes of the BIG retailers fall short. Buy from a shop who cares about the customer NOT who care about knock off time. This may not be the case for the shop you have mentioned but it is a general observation I have made over time.

Geoff

[Rodman]

Mate get a rod builder to certify that in his opinion it was broken due to normal wear and tear. Nothing against BCF but some of the staff do not know a great deal about rods and reels.
One would think that they would conduct training to bring them up to speed.

Is he rod a carbon fibre if so they are noterious for being damaged/fractured when stored or being carried and will break on the first strength test placed upon it.


Ken

[Champilly]

Have to agree with Geoff. If you do buy from the big boys the care factor of the staff is hit and miss.

The reps do not know if it is a genuine claim and without a sales person who will go into bat for you your chances of a successful claim is minimal.

Eg - Purchased a Shimano raider for my son from my local where I buy my majority of tackle. First session it snapped. Took it back the next week and the sales guy I deal with replaced it off the shelf. No questions asked. I assume Mr Dunphy is reimbursing them....

[Heath]

Could understand if the rod was months old. But realistically I don't know why they don't just flick you a new one. It probably cost them about $10.00 a rod to make.
I had a Taipan snap as well. The Qld agency - Neville Dark didn't want to know about it. Got on to Dunphys & had a new one in a few days.

[Noelm]

not too sure, but to me "pulling back on a snag" is NOT normal Fishing, but maybe it is?

[garbs]

not too sure, but to me "pulling back on a snag" is NOT normal Fishing, but maybe it is?

I didn't know it was a snag as soon the rod bent over, I was fishing for 80+cm barra.

[garbs]

Mate get a rod builder to certify that in his opinion it was broken due to normal wear and tear. Nothing against BCF but some of the staff do not know a great deal about rods and reels.
One would think that they would conduct training to bring them up to speed.

Is he rod a carbon fibre if so they are noterious for being damaged/fractured when stored or being carried and will break on the first strength test placed upon it.


Ken


Ken, the Taipan is a fibreglass rod - so are supposed to be durable & strong.

[reidy]

Good day,
I have made a couple of claims with shimano over the years and have found the service to be top class.Had a cheap shimano rod (do not remember the model to many years and a few to many beers later) break and shimano had a replacement to me in very little time.They even sent me a couple of boat stickers with the replacement.Only good stories here.
Maybe Noelm is on the right track,you can put a lot of pressure on a rod by attempting to pull snags,people tend to high stick the rod to apply pressure.worth a thought.
Cheers
Reidy

[garbs]

Good day,
I have made a couple of claims with shimano over the years and have found the service to be top class.Had a cheap shimano rod (do not remember the model to many years and a few to many beers later) break and shimano had a replacement to me in very little time.They even sent me a couple of boat stickers with the replacement.Only good stories here.
Maybe Noelm is on the right track,you can put a lot of pressure on a rod by attempting to pull snags,people tend to high stick the rod to apply pressure.worth a thought.
Cheers
Reidy
There wasn't much pressure on the rod as I had the drag too loose and it pulled line as soon as I hit the snag, then I pulled back to make sure it wasn't a fish and then the rod snapped.

[reidy]

Must have been a faulty blank then one would think.
Might pay to have another crack at the salesman who sold you the rod.As stated in a previous post i is hard to claim if the salesperson is not supportive of your cause.
No harm in going in again
Cheers
Reidy

[darryl13]

shimano are tops no problems here but then i dont go fishing for snags

[banshee]

Any warranty only covers manufacturers defects, with your rod there would have to be a history of this happening to that particular model or it would need to have an inconsistant wall thickness or unweted cloth at the failure for it to be a simple replacement,if any of these things are not present claims are generaly knocked back by the company.Exceptions would occur if the retailer had a good working relationship with the rep (ie..moving a good amount of that reps product) and in turn you were a good customer.

[garbs]

I agree with this, but I am no rod specialist and it is too easy to say it is not a defect. All I know is I had for 1 week and used it for 1/2 hour, so for something that Dunphy's import for probably under $20, you would think customer satifaction is worth more than that. I could understand if I had it for months.

[Poseidon]

Nothing worse than when you know the item is faulty and you get a run around.
I would be back to BCF in the busiest time of the day, ask to speak to Mr BCF, not the kid behind the counter, the manager of the store. Put it to him in plain terms that in your opinion the equipment is faulty and politely request a replacement. If that doesn't work elevate your request and in terms loud enough to get some interest from on-lookers (gestures and body language assist with this) and that you firmly believe the item should be replaced and that BCF need to resolve the matter direct with their supplier after providing you with a replacement, accept no compromise. Stand your ground and don't budge till you get it resolved. I had a similar problem with a another brand of rod at the same store name and with a little encouragement the manager could understand my concern and I parted with a brand new rod and thanked him for his service.

On a more positive note, my son was given an Xbox 360 last year for birthday and that decided to go on the blink a few weeks ago. I rang the 1800----number on the Sunday and was patched through to one of the most courteous and efficient services in the USA to handle my concern. All I needed to do was quote the serial number from the machine and she quickly acknowledged the claim, emailed me with the details of where to send, free post in Australia, a reference number to track the repair and within the stated 10 day turnaround had the Xbox back here with some freebies and a letter of thanks for my patience. No questions, no arguments nothing but excellent customer service from both overseas and within Australia. Nothing but praise and good words to say about the way this repair was handled.

Hope that you can get a result from BCF.

[Steve B]

Poseidon, thats just bullying to get what you want. 'in your opinion the equipment was faulty" thats just it ..your opinion. your used embarassment and harrasment of staff to get what you want..thats wrong IMO. Politeness if you have a 'genuine claim' will get you more results.

The ultimate decision on warranty comes down to the rep/rod company NOT the shop that sold it.

This case is different. Rod has been bent back on a snag (not considered 'normal fishing conditions') , its a cheap rod, they break. The way it 'shattered' is very suspicious of high sticking or excessive pressure. I would think that would have been the view of shimano in this case.

I used to work in a tackle shop, anyone and everyone who broke a rod came in for warranty. MOST were missuse or mishandling accidents by the person. Nearly all told bullshit stories to get a claim. Reps can tell the difference between rod broken 'general fishing conditions' and other accidents!! Most tackle shop people with any idea can also tell.

garbs might have a genuine claim, I am certainly not doubting his case, I would have replaced it, as he told the honest truth in this case. Unfortunatly, due to the excessive 'bullshit story claims', reps/tackle shops are always wary.

Steve

[fish_on]

are you sure it didnt get crushed in transport on the way to dunphy sports. its pretty slack. a multi million dollar company and they wont warrant a rod they paid about $10 for.

[Poseidon]

Poseidon, thats just bullying to get what you want. 'in your opinion the equipment was faulty" thats just it ..your opinion. your used embarassment and harrasment of staff to get what you want..thats wrong IMO. Politeness if you have a 'genuine claim' will get you more results.
Steve

Steve, couldn't agree more, politeness is always the first step however when you get an 'expert' trying to fob you off and claim that in 'his opinion' you broke the rod... well you can either walk out of the shop or stand up for your consumer rights which is exactly what I did, not bully at all.

My case was a clear issue of faulty product and there was no way on earth I would allow them to keep my money in exchange for a product not 'fit for purpose'.


Cheers.

[Steve B]

Steve, couldn't agree more, politeness is always the first step however when you get an 'expert' trying to fob you off and claim that in 'his opinion' you broke the rod... well you can either walk out of the shop or stand up for your consumer rights which is exactly what I did, not bully at all.

My case was a clear issue of faulty product and there was no way on earth I would allow them to keep my money in exchange for a product not 'fit for purpose'.


Cheers.

Thats definately fair enough with the extra info that you provided. I have to agree. You have every right to get the manager to deal with that situation. The shop assistants at th B#F stores often wouldn't know one end of a rod from another. (there are some good exceptions...but not the norm!)

[poppers81]

interesting that you say this poseidon.. i work in a "mr bcf" role and find it so entertaining that people will come in have crack infront of as many other customers as possible in situation like what you stated above....if us, the mr bcf are to respond in a simliar manner to they way we are spoken to by customers we are rude and in line for some sort of kick in the arse from the boss above us... so quite often we sit there listen to you go on like a clown and wear the loss for the company just cause you are pain....sure all of the share holders out there are stoked to know that the more you carry like a arse clown the more chance you have of getting what you want not, which is quite often what you are entitled to. i am the first to admit that some people you come across in these roles are arse clowns themselves( some may say the same about me) but in the 10 years i have worked in the role 99% of people i call peers have not gone out of there way to screw some one. you will find that a calm approach and LISTENING to what we are saying to you will end up in happy ending for all...and quite a few of us enjoy the interaction with the people we call customers who will become friends, fishing partners and even best mates despite what you may think

i just hope that the next time anyone walks in to a place and wants to chuck a tanty as such consider that you will get what u want if you approach and treat us guys in the trenches with a tad of respect not like a piece of crap that owes u everything for merely being in you presence...

poseidon this is not a personal attack on u in anyway just pointing out that sometimes there is other ways to act and just annoys me that people come and stay this is the best way to do sometinhg when it is not

bit of food for thought

regards poppers81.

[stevenc]

A couple years back my inlaws from O/S came over to do some fishing up the gulf, bought a ton of shimano gear from a Cairns tackle shop. One of the C/F rods snapped while trying to land a fish, inlaws came back to brisbane before flying back home and left the rod with us to sort out. What a pain that was dealing with Shimano,I tried to take the rod into a store here that sells shimano to see what could be done as it was still under warranty, they called Brisbane Rep who told us to ship it back to Cairns quite bluntly so the tackle shop where it was purchased from would send it back down to Brisbane . Considering we already lived in Brisbane, sending it back to Cairns so they could ship it back here sounded like one of the most ridiculous statements one could make also considering how big a company they are , eventually we were able to have it replaced here in Brisbane but we had to make some more calls before we got some satisfaction.

[garbs]

interesting that you say this poseidon.. i work in a "mr bcf" role and find it so entertaining that people will come in have crack infront of as many other customers as possible in situation like what you stated above....if us, the mr bcf are to respond in a simliar manner to they way we are spoken to by customers we are rude and in line for some sort of kick in the arse from the boss above us... so quite often we sit there listen to you go on like a clown and wear the loss for the company just cause you are pain....sure all of the share holders out there are stoked to know that the more you carry like a arse clown the more chance you have of getting what you want not, which is quite often what you are entitled to. i am the first to admit that some people you come across in these roles are arse clowns themselves( some may say the same about me) but in the 10 years i have worked in the role 99% of people i call peers have not gone out of there way to screw some one. you will find that a calm approach and LISTENING to what we are saying to you will end up in happy ending for all...and quite a few of us enjoy the interaction with the people we call customers who will become friends, fishing partners and even best mates despite what you may think

i just hope that the next time anyone walks in to a place and wants to chuck a tanty as such consider that you will get what u want if you approach and treat us guys in the trenches with a tad of respect not like a piece of crap that owes u everything for merely being in you presence...

poseidon this is not a personal attack on u in anyway just pointing out that sometimes there is other ways to act and just annoys me that people come and stay this is the best way to do sometinhg when it is not

bit of food for thought

regards poppers81.

popper81, since you work at BCF, what would be the best way to go about the problem with the Shimano rod. One issue I did have with Dunphy's was that I asked them if the snapped happen how it did, why might this of happened and they replied by saying that the rod might of taken a knock at sometime. If this was the case why am I held resposible for this as the rod could have been knocked around in transit to or from Dunphy's, could of been on BCF shelf for weeks with customers handling it all day. I know that I didn't damage the rod as I got home put a reel on it and put it straight in the boat to go fishing the next weekend.

[gumb01]

Been fishing shimano for over 20 years, Have had rod and reel warranty replacements and all have been dealt with promptly and professionlly. No Problems with shimano or there products. Shame about your rod garbs, i would have expected that the retailer involved would value there customers a little more. With the amount of cash i spend at there stores i would expect better service.