Fenwick warranty to do or not to do

[S. Sass]

I have a Fenwick Aetos, the previous model, I purchased a couple of them when they were on sale. The rods have been great and I have been more than pleased with them.

 

However two days ago I removed the reel and was cleaning up one of them. As I went to snug the reel in place the piece of cork covering the nut that holds the reel in its seat crumbled. I say crumbled as it is what it felt like. It is just cosmetic damage and in no way hurts the rod other than appearance. It's actually cracked the cork and I really am not sure if it will fall off or what at this point. I gently set it aside while I debate on what to do.

 

I knew it was under warranty as the rod was only 6 months old so I went to Fenwick website to see the process. https://www.fenwickfishing.com/Fenwick-warranty.html

 

I did as step one says and sent a email to them with the information requested. I also included the message below, an electronic copy of the receipt, and several pictures of the damage.

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I wanted to see if you can let me know if this is covered under the warranty. I have only had the rod close to 6 months and it has not been abused. This rod as all my rods are kept inside my home in sleeves when I am not out fishing. I do not store them in my boat. I just had taken the reel off and cleaned it and when I went to put the reel back on the cork literally started to crumble in my hand as I started to snug it down. I have another Aetos rod of the same design (different model#) and same age but the cork piece on it is just fine. I have had the reels on and off these 2 rods the exact same number of times.  Yet only this one has done this so I feel it is a defect.

I am not even sure the end piece of cork will stay on for the ride in the mail back to you. So far it has stayed on, as I have gently set it aside, while I await to hear if it will be warrantied. It will be a waste of both our time, money, and effort as the cost of shipping a rod alone, for an individual, is quite expensive. So sending you a $136 rod to you only to have you decline its warranty and cost me about $40 in total shipping charges to get it back over an appearance issue might not be the smartest move.  I would rather suggest us both be upfront and save us both the effort if it is not going to be warrantied. 

Thank you

 The next day I recieved a email back that was as generic as a automated response can be asking for me to do exactly what I had just sent them. Literally a copy of their warranty claim page. So I replied back 

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Oh my goodness. please tell me there is a real person somewhere there. I mean seriously I just sent you everything you just asked for again. Geez.

Then I get this but it also included the step by step instructions, addresses to ship to, and my Reference number – VOC #

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Hello Angler,

Thank you for taking the time to contact us and we are sorry to hear about the recent damage to your rod. Our warranty procedure has changed warranty claims are handled case by case after the rod is received and all information is inspected.  Please note we do not have replacement parts or a repair service, but replace the full rod when under warranty.  If the rod broke as a result of some type of manufacturer's defect, please package your rod in its current condition for shipping back to us.  You will be responsible for shipping the defective rod to us.  Once we have received the rod and determined that it is indeed a manufacturer defect covered under warranty we will send you a new rod absolutely free. PLEASE DO NOT SEND IN YOUR ROD CASE AND NOTE RODS SENT IN FOR WARRANTY CLAIMS CANNOT BE RETURNED. Warranty claims that do not qualify for warranty will receive a generous discount towards a new comparable non-warranty replacement rod

So here I am now with a rod under warranty that has cosmetic damage that to me was a random defect in the cork or glue or whatever that will make my rod look like ____.

And my options are:

• Keep the 6 month old rod and let it look like ____
• Spend roughly $20 ship the rod to them on a chance they may warranty it and I get the nice looks back for $20
• Spend the roughly $20 ship the rod to them on a chance they say I damaged the rod. In this case I will not get my rod back, nor my $20, and in their words I will "receive a generous discount towards a new comparable non-warranty replacement rod". That sounds so good knowing I will be out more money on a warrantied rod to get a rod with no warranty and I paid part of the shipping. Or I just paid $20 to give my rod away if I do not want to spend more money on another rod that will have zero warranty.  

 

Who in their right mind puts customers in this position? 

 

What would you do? I seriously don't want a ugly rod (that piece is literally hanging by a thread), but I don't want to pay to literally give them my rod and end up with nothing either. If they were to decline the warranty I sure wouldn't want to send them any more money for another one of their rods with zero warranty. So what do you do? 

 

[Turkey sandwich]

First, relax.

 

taking a step back, look at the bigger picture.  You aren't certain if the cork is going to stay intact and it sounds from your description like it's coming apart.  That means that in all likelihood (warranty aside) you'll have to either take it to a rod builder and have them replace the handle or buy another rod.  Both of those options are going to be $40+. Now, with that said, I would expect them to replace a damaged handle so long as the damage is a manufacturer's defect.

 

From your description, that is without a doubt a manufacturer's defect.  I would send it in.  I've heard plenty of good things about Fenwick's warranty department, and the bottom line is that they're going to want to keep you as a customer.  I might check again if there's a phone number for customer service and call that and just ask these questions. 

The number is right on the page tel:(877)336-7637

[Kidflex]

Your making too big a deal about it. Send it in. Enjoy your new rod when it comes in. 

[smalljaw67]

The one time I had to use the warranty I called customer service. What I was told to do was email a picture of the broken area of the rod(reel seat), a picture that showed the model number and specs, and a picture of the original receipt. When I did that I called back like 45 minutes later and they confirmed they got everything and all I had to pay was $9.98 or something close to that and my new rod arrived in 5 days. They didn't make me ship the old rod back so it saved me money and time.

[MIbassyaker]

Send it in.  They will likely just send you a comparable new generation model at no extra cost other than what you spent to ship the broken one.

 

My experience:

 

[MattMurr]

Send it back, get a replacement rod, catch fish.

With this issue and pictures you put up I cant see them saying its not covered for a replacement.

[Angry John]

You are now dealing with pure fishing the same people who own just about everything including ugly sticks.  I have a Fenwick Elite tech bass that the reel seat threaded area came free from the blank.  It is obviously a defect as I cannot do anything to the rod to make that happen.  I chose to get some rod epoxy and glue it back on myself.  The msrp on my rod was 150 and if I had to spend 40 dollars to ship it in, and another shipping cost the other way I could just buy a new rod for a few dollars more.  Is this a principal thing or are you in love with that rod.  Value of a deal can only be determined by you, but the cost to replace the rod is a major part of my decision point.  I fixed my own and if you can do the repair it may be a good learning experience.  I wish you all the best and hope your decision brings you satisfaction.

[Fishes in trees]

To start off with, I have had multiple dealings with Fenwick about warranty issues - they have always been more than fair to me - no complaints.  I've broken rods by crunching them in car windows, getting sideways to a stuck crank and have wind be an issue, I've even broken  a couple on hook sets.   These were HMG & Aetos models which had a "lifetime" warranty.

 

Now, I sees the picture of the little nick on the cork of your rod and I'm thinking "HUH?"  Does it affect the performance of the rod?  Does it affect how tight it keeps the reel to the rod?  If it doesn't, just man up and use it.   If I sent a rod back every time I mysteriously nicked the cork somewhere,  I'd have spent much more on shipping charges, lifetime, than I have, and Fenwick and All-Star and Falcon and Diawa wouldn't love me.    I can't see getting weirded out by a nick in the cork.   If it really bugs you, slap some colored electricians tape on it and call it color coding.   If you have a whole bunch of rods, I recommend that you do that anyway so that time is saved when reaching down to grab the one you want.

 

At the end of the day though, I have never had a bad experience with Fenwick customer service and I have done both the send it in route and send in pictures route.    Me - I'd just feel weird sending in a rod just because there was a nick in the cork.

[RichF]

14 minutes ago, Fishes in trees said:

To start off with, I have had multiple dealings with Fenwick about warranty issues - they have always been more than fair to me - no complaints.  I've broken rods by crunching them in car windows, getting sideways to a stuck crank and have wind be an issue, I've even broken  a couple on hook sets.   These were HMG & Aetos models which had a "lifetime" warranty.

 

Now, I sees the picture of the little nick on the cork of your rod and I'm thinking "HUH?"  Does it affect the performance of the rod?  Does it affect how tight it keeps the reel to the rod?  If it doesn't, just man up and use it.   If I sent a rod back every time I mysteriously nicked the cork somewhere,  I'd have spent much more on shipping charges, lifetime, than I have, and Fenwick and All-Star and Falcon and Diawa wouldn't love me.    I can't see getting weirded out by a nick in the cork.   If it really bugs you, slap some colored electricians tape on it and call it color coding.   If you have a whole bunch of rods, I recommend that you do that anyway so that time is saved when reaching down to grab the one you want.

 

At the end of the day though, I have never had a bad experience with Fenwick customer service and I have done both the send it in route and send in pictures route.    Me - I'd just feel weird sending in a rod just because there was a nick in the cork.

 

I think there's a difference between a nick in the cork and a full ring splitting off from the rest (which is what it looks like to me).  If that happened to a cheapo rod, I'd agree with you.  Not so much with an Aetos.

[ww2farmer]

Fenwick, and the companies under the pure fishing umbrella have always treated me fair, and replaced things promptly, often only requiring me to send pics of the damage/receipt via email and paying a shipping fee to get a new replacement product for the broken one.............that being said...............your not helping your cause by the way you worded your emails to them.

[S. Sass]

@Turkey sandwich I am relaxed.  I wouldn't have waited and posted here to see what others dealings were like and what each of you would do. There is no doubt the entire front 1/2 of that piece will fall off in short order under any normal traveling or fishing conditions. I am going to call them. Thanks for your thoughts.

@Kidflex So you have sent a rod in for this same issue to Fenwick and everything worked out? Or is this just an opinion based on a assumption that Fenwick will deliver? If you have specifically dealt with them that is great news hopefully mine will work out too. 

@smalljaw67 That sounds great I think I will try and give them a call. I just got in early today and have time to get into a discussion with them. I really hadn't had time or the reception while they were open until today. Your personal experience makes me feel better about the odds. 

@MIbassyaker Great thread I appreciate that. Seems like some good results. I usually search and find threads like that but didn't this one time. 

@MattMurr I personally feel the same way. But what if Fenwick sees it like Fishes in trees does. He seems to think its a "nick"  I am old enough and have had things that should have been a simple deal turn out not to be such a simple matter. Seems its always better to have documentation to hold companies accountable for what the sales/service people actually say. Telephone calls with he said she said can turn out the customer loses with no recourse. But if you have mail, email, or a text from them stating something then at least you have a leg to stand on.  

@Angry John No I am not "in love" with that rod but yes I do like it. Like most of your response discusses its a $ vs value thing. I didn't spend $130 to use a rod 6 months to then have to decide if I want to make one of these choices.

@Fishes in trees To someone else cosmetics may be nothing. I see people driving cars, trucks, and boats that are beat to crud. Me personally I pay good money for the things I buy and I try and take care of them. If the paint on my truck gets chipped or a dent gets in it, it doesn't stop it from functioning but I will still get it fixed. I try to keep it nice. Same goes for my rods and anything else I worked hard to earn. Also like RichF said it's more than a nick. The entire front 1/2 of the cork piece is barely hanging on.  

@RichF you are correct its the entire front 1/2 that has separated all but a small portion holding it together. I let go as soon as I felt what seemed like something crumbled. 

@ww2farmer That is good to hear you have had great dealings with them. Your post and others make me think they aren't the typical, "Oh there is a scratch you have no warranty. But hey we can sell you another." type. My first email I thought was polite? I wasn't in any way trying to stir the pot. I was just trying to get some sort of yes or no before I spent more money on the rod and possibly got hung over a barrel. I agree the second one as you can tell I was in a hurry and was not to happy I spent the time to gather all the information requested added multiple pictures and all just as they requested only to be told do it again as if I never did as they requested.

 

I appreciate all the input I am off to call them and see if we can work something out.  

 

 

 

[smalljaw67]

16 hours ago, Fishes in trees said:

To start off with, I have had multiple dealings with Fenwick about warranty issues - they have always been more than fair to me - no complaints.  I've broken rods by crunching them in car windows, getting sideways to a stuck crank and have wind be an issue, I've even broken  a couple on hook sets.   These were HMG & Aetos models which had a "lifetime" warranty.

 

Now, I sees the picture of the little nick on the cork of your rod and I'm thinking "HUH?"  Does it affect the performance of the rod?  Does it affect how tight it keeps the reel to the rod?  If it doesn't, just man up and use it.   If I sent a rod back every time I mysteriously nicked the cork somewhere,  I'd have spent much more on shipping charges, lifetime, than I have, and Fenwick and All-Star and Falcon and Diawa wouldn't love me.    I can't see getting weirded out by a nick in the cork.   If it really bugs you, slap some colored electricians tape on it and call it color coding.   If you have a whole bunch of rods, I recommend that you do that anyway so that time is saved when reaching down to grab the one you want.

 

At the end of the day though, I have never had a bad experience with Fenwick customer service and I have done both the send it in route and send in pictures route.    Me - I'd just feel weird sending in a rod just because there was a nick in the cork.

 

That cork issue happened early on with some of the Aetos rods and it was fixed but I imagine there are still some out there. The problem is that the cork is covering the lock nut on the reel seat, it is made in a way that it doesn't work well without the cork so it will eventually cause him problems, likely the first time he uses it as I'll bet just having it vibrate on the decok of a boat while running would be enough for it to come off, once that cork begins to crumble you can't fix it.

[Robert Riley]

How did this work out for you? I have an Aetos (we probably got it at the same sale haha) that broke in the exact same fashion. Except mine broke off completely, a chunk of cork and the ring, and now my reel doesn't sit tightly. I just emailed Fenwick and then saw this. 

[S. Sass]

After some confusion on sending my old rod in (not their fault) all was good.they sent me a replacement of the same rod in the new model. Was actually a upgrade as the new rod is a better rod from my use of it so far it's lighter and seems more sensitive. 

 

I would have no problem sending in my other older Aetos if it has the same issue but so far it's not showing signs of having the same issue.