My St. Croix Experience

[Got1Fishing]

Hey fellas, 

 

Just wanted to share my experience with St. Croix with you guys... I own a TBC72MM which is a Legend Tournament Bass Small Cranker... While I was cranking a KVD crankbait, the first line guide on my rod, just fell off... it came loose and slide down the line... I called St. Croix up, explained the issue, they said they would take a look at it and that the problem sounded like it would be covered under warranty. Sent it in and got a call from a service representative, and he told me he apologized for the inconvenience, and that that shouldn't have happened, and it would be covered by the warranty. He was very polite, and encouraged me to reach out to them about getting my schools bass fishing team sponsored by them. He also offered me another discount valid for 30 days on any Legend series rod the inconvenience. Got my rod in the mail today, BRAND NEW ROD!!!   I couldn't believe my eyes... needless to say, I think they have established my loyalty as a customer. 

[Missourifishin]

Thanks for sharing. As someone who is looking to buy a St Croix, I'm glad to hear that they stand behind their product.

[tomustang]

They're the best for a reason

[Jolly Green]

It is nice that they stand behind their product. I've heard some companies won't warrant line guide issues like that because it might be cheaper to pay someone to replace it than to incur warranty expenses. Maybe, but that still seems pretty bush to me. Glad it worked out!

[Grizzn N Bassin]

glad it worked out for you they have awesome customer service

[JeziHogg]

St Croixs customer service is 2nd to none. Not only do they make THE BEST RODS ON EARTH, they also stand by there product 100%.

[Bluebasser86]

I own around 15-20 St Croixs and if I ever have to send one in all the positive stories about their great customer service gives me confidence that I'll be taken care of. 

[SirSnookalot]

The rod has to be packed up, taken to the post office or be home for the mailman to pick it up, pay for the shipping, then wait how long before the rod shows up at your home.  If I were in charge of customer service for any rod company I would make arrangements with local tackle shops to repair a guide on the spot and bill the company.  Saves not only time for the consumer but the rod manufacturer is going to save both time and money in their own facility, surprises me no one seems to have this program.  IMO the only good warranty is over the counter repair or replacement.  Convenience never hurts any companies future sales, but inconvenience can.

It's nice you received a new rod. 

[catchnm]

I got a brand new Avid through the Gold Star Service Plan last year after I slammed the pick-up door into mine.   Second to none indeed!

[JeziHogg]

I snapped the tip on my DS Mojo spinning rod, I called them and ask about the Gold Star upgrade program. He told me there was no problem upgrading to the Legend Tournament Bass and to save me on shipping he just told me to chop up the rod and put it into a small box to save on shipping.

[skeletor6]

The rod has to be packed up, taken to the post office or be home for the mailman to pick it up, pay for the shipping, then wait how long before the rod shows up at your home. If I were in charge of customer service for any rod company I would make arrangements with local tackle shops to repair a guide on the spot and bill the company. Saves not only time for the consumer but the rod manufacturer is going to save both time and money in their own facility, surprises me no one seems to have this program. IMO the only good warranty is over the counter repair or replacement. Convenience never hurts any companies future sales, but inconvenience can.

It's nice you received a new rod.

I agree with snookie here. Having to pay and go through the hassle of shipping a rod downgrades the warranty. Prepaid shipping labels would help, but overall, the over the counter lifetime Exchange warranties trump any process where one had to pack a rod, pay to ship a rod, wait for the rod to ship, wait for them to process it, wait for it to ship back.

Its alot easier to walk into your BM store and say this broke and swap it for a new one.

How long did the entire process take? How much did it cost you?

[JeziHogg]

If its the fault of the rod all you have to do is pay for the shipping, they ship it back free and no fees for the rod. If you use the Gold plan and its a fault of your own it costs shipping on your end +$50 (that includes shipping back) to replace the rod. If its your fault and you use the gold plan + upgrade it costs you $50ish dollars less of the actual price of the rod ie My Mojo DS costs $110, I upgraded to the DS Tournament which retails for $260ish so the actual price of the DS Tournament is $200 + Free shipping on there end, plus another +15ish dollars to ship to Wisconsin.

 

Edit *Took about a week for the rod to get to me, but I also get express 1-2 business days.

[skeletor6]

If its the fault of the rod all you have to do is pay for the shipping, they ship it back free and no fees for the rod. If you use the Gold plan and its a fault of your own it costs shipping on your end +$50 (that includes shipping back) to replace the rod. If its your fault and you use the gold plan + upgrade it costs you $50ish dollars less of the actual price of the rod ie My Mojo DS costs $110, I upgraded to the DS Tournament which retails for $260ish so the actual price of the DS Tournament is $200 + Free shipping on there end, plus another +15ish dollars to ship to Wisconsin.

Edit *Took about a week for the rod to get to me, but I also get express 1-2 business days.

So you have to pay and wait a week because their rod broke, even if it is admittedly their fault?

Seems easier to just go to a store and exchange. You get your rod the same day and there isn't the cost and hassle of shipping. Shipping rods for me is always over $20

[flyfisher]

I have used st croix warranty on fly rods a few times and never a complaint for me.  Depending on your local fishing store they may repalce the rod on the spot if they know that the rod will be replaced.

 

99% of breaks are user error and it is pretty rare that a rod isn't covered under warranty which is usually a $50 fee or so.

[SirSnookalot]

A company should send out prepaid shipping labels, not too many do in any industry, I've gotten them with some types of products for a warranty claim.  Whether it's a rod or reel why should I have to pay for shipping when I didn't create the problem.  The quality of the rod is not in question, but it did have to go back, what I question is the warranty process for most companies.  As cooperative as they are, they just as soon make things difficult to discourage people using the warranty especially for a lower end item.

 

 

99% of breaks are user error and it is pretty rare that a rod isn't covered under warranty which is usually a $50 fee or so.

Paying a fee to have a warranty honored is B.S., rod breaks and it's their fault the entire exchange should be free of charge.

[flyfisher]

 

A company should send out prepaid shipping labels, not too many do in any industry, I've gotten them with some types of products for a warranty claim.  Whether it's a rod or reel why should I have to pay for shipping when I didn't create the problem.  The quality of the rod is not in question, but it did have to go back, what I question is the warranty process for most companies.  As cooperative as they are, they just as soon make things difficult to discourage people using the warranty especially for a lower end item.

Paying a fee to have a warranty honored is B.S., rod breaks and it's their fault the entire exchange should be free of charge.

 

While I agree i am saying that the majority of breaks are not warranty issues and the companies are more or less providing a replacement for a nominal fee.  What most people call a warranty replacement really isn't a warranty replacement.

[DaveT63]

I have had to deal with St Croix CS twice for broken rods.  Both breaks were my fault, so I paid the $50 charge for the new rod.  Still much cheaper than buying a new Avid or Elite.  As for shipping, St Croix has an agreement with Fedex to help with shipping.  You can pre-print a shipping label for $15 that covers shipping to St Croix.  They cover shipping back.  Again, cheap if it's your own fault.  I can agree with the thought that a true warranty problem shouldn't cost the consumer shipping.

 

Some places, like where I live, quality rods with over-the-counter warranties are just not available, so sometimes that option is not as easy as some make it sound.

[J Francho]

Shipping rods for me is always over $20

 

Shipping through the Saint Croix Website is only $10.

[kschultz76]

Shimano and other 'over the counter' warranty replacements only do you any good if you live close enough to a dealer that the drive costs you less then shipping. For me if I had to drive to BPS or Cabelas it would cost me about $50 bucks in gas, plus tolls, and whatever else I couldn't resist purchasing while I'm there.

If you have to ship your rod back to Shimano because you can't get to a dealer for replacement, guess what, you have to pay the shipping both ways. And Shimano's warranty is only a warranty - if you broke it out of sheer accident/stupidity its not covered.

So with St. Croix or Dobyns you get a lifetime warranty and replacement plan no matter how it got broken. Even with the $20-30 in shipping I don't think anyone beats St. Croix or Dobyn's published warranty/service plans.

Like others I've had great service with St. Croix.

That being said sure it would be nice if all companies ate the shipping on true manufacturer defect warranty returns, but I've never dealt with a company in the fishing industry or any other industry that does. I certainly don't think St. Croix should be dinged because they operate like everyone else in this respect, but otherwise provide top notch service and stand 150% behind their product.

[JeziHogg]

Paying a fee to have a warranty honored is B.S., rod breaks and it's their fault the entire exchange should be free of charge.

 

Its free if its their fault, and as far as I'm concerned St Croix is doing you a favor by replacing a rod for only $50 if it was broken because of your negligence.

[ww2farmer]

I have used St Croixs warranty multiple times, no complaints, I don't have any sort of man crush on it, so I am not going to say it's the best, but it's good, reasonable, and they are prompt. I have also used Abu Garcia/Pure Fishing's warranty service a few times now too, and they are top notch as well. IMHO the Shimano over the counter warranty on rods is tough to beat, providing you don't have to drive halfway across the state to the store, or the Shimano retailer has the rod you are replacing in stock. I have had a few rods from different company's that were NOT easy to deal with............I won't name names, but it begins with a "K" and ends with "istler". And I wasn't wild about my lone exp. with G. Loomis 15 years ago either. I break a lot of rods, 99% of them my fault, Abu and St Croix don't care, they cover it, often for nothing, the least I can do is pay for the shipping to send it in, I consider it the cost of being stupid...LOL

[Got1Fishing]

All I'm saying is I don't mind paying even $100 to have a $250 dollar rod replaced. I'm great flu for what St. Croix did. You just can't please everybody I guess. Even if it is user error, they are doing you the favor of giving you a new one for a small price, seems to me the least you could do is pay the shipping there and back... Beats having to buy a new rod.

[SirSnookalot]

I think $50 is great deal to get a new rod.

 

I do consider myself lucky having places local for over the counter exchange, but even luckier with the brands I use never having to deal with a broken rod, whether manufacturer defect or my my fault.  Needing to use the warranty multiple times with 1 manufacturer, hmmm, I might be looking for a new rod company.

[J Francho]

 

Shimano and other 'over the counter' warranty replacements only do you any good if you live close enough to a dealer that the drive costs you less then shipping.

 

Or a dealer that even honors the warranty.  The Gander near me does not honor them.

[AK-Jax86]

The rod has to be packed up, taken to the post office or be home for the mailman to pick it up, pay for the shipping, then wait how long before the rod shows up at your home. If I were in charge of customer service for any rod company I would make arrangements with local tackle shops to repair a guide on the spot and bill the company. Saves not only time for the consumer but the rod manufacturer is going to save both time and money in their own facility, surprises me no one seems to have this program. IMO the only good warranty is over the counter repair or replacement. Convenience never hurts any companies future sales, but inconvenience can.

It's nice you received a new rod.

WELL SAID!