Cabelas warranty, beware

[Brew City Bass]

So I bought a Fenwick Silverhawk II at Cabelas a month ago. First month I used it the blank was spinning in the reel seat. I talked to their online support chat to see if I can return it and the lady told me no problems, go to the store and they'll return it. 

I went the 30 miles to the store to be told "Sorry, we don't warranty defective rods. You're going to have to deal with Fenwick.". I replied "Oh, so Cabelas sells me a bunk rod and I have to deal with it, along with paying shipping and return shipping?" She gave me a dumb look and didn't give me an answer. I walked out. 

What a crock of crap. The rod is only $70 and not even worth paying the $30 in shipping to get it replaced. I spend thousands every year at Cabelas and they treat their customers like this? Not even a "Sorry for the major inconvenience". Just a buncha lies and shrugging of shoulders. They lost my business. I'll stick to Gander Outdoors. It's a d**n shame every outdoor store has turned completely trash. Nobody cares about the customer anymore.

 

[iabass8]

It's actually really easy to fix that issue but you probably just got an employee on the wrong day. I would call the actual store you are going to visit instead of the online help. You'll get an exchange that way I bet. 

[Brew City Bass]

Just now, iabass8 said:

It's actually really easy to fix that issue but you probably just got an employee on the wrong day. I would call the actual store you are going to visit instead of the online help. You'll get an exchange that way I bet. 

I know it's an easy fix, but it shouldn't be my problem. I shouldn't have to worry about being lied to by the online help or the lady at the customer service. I am tired of this shenanigans. It seems to be getting worse and worse. 

I am emailing corporate and complaining. I am sure they won't give a flying crap, but I am tired of being told to pound sand when I spend thousands at these crappy stores. 

[iabass8]

I know what you mean but again..call the actual store you bought it from. E-mails and online help won't get you as far as actually talking to somebody at the store. 

[Brew City Bass]

Just now, iabass8 said:

I know what you mean but again..call the actual store you bought it from. E-mails and online help won't get you as far as actually talking to somebody at the store. 

At this point I couldn't care less about the return. It's not even worth my time or gas to drive 60 miles to battle with another dumb broad over it. I'll just keep my business to tacklewarehouse or Gander from now on. 

[LxVE Bassin]

I used to work at Cabelas part time and they will take returns for a defective rods. They will either exchange it or give u score credit. Next time that happens ask for a manager because the way that lady acted is against their company morals. The lady was clearly a nut case. I can’t count how many rods we exchanged and 95% of the time it was due to carelessness by the customer.

[WRB]

Big Box stores like BPS/Cabela's floor clerks are not authorized to make product decisions or exchanges without a managers approval, so start with a manager.

$70 rod isn't worth shipping to Fenwick so the retail store usually exchanges the item if you have proof of purchase and that is what should happen. 

I don't have any love for Big Box stores but you are way off base thinking they should warrant Fenwicks products, they are the retailer not mfr.

Tom

 

[Log Catcher]

56 minutes ago, iabass8 said:

It's actually really easy to fix that issue but you probably just got an employee on the wrong day. I would call the actual store you are going to visit instead of the online help. You'll get an exchange that way I bet. 

If you get someone on the phone that says they will exchange it be sure you get their name and what days and hours they will be there. 

[MisterDeadeye]

3 hours ago, Brew City Bass said:

I know it's an easy fix, but it shouldn't be my problem. I shouldn't have to worry about being lied to by the online help or the lady at the customer service. I am tired of this shenanigans. It seems to be getting worse and worse. 

I am emailing corporate and complaining. I am sure they won't give a flying crap, but I am tired of being told to pound sand when I spend thousands at these crappy stores. 

As long as you know the name of the person you spoke to, sending an angry email to corporate will result in some kind of punishment -- a bad review, disqualification for the yearly raise, or at worst, termination. Cabela's takes customer satisfaction very seriously. 

 

I used to work at a Cabela's call center(for the credit card, but we worked with customer support for the main brand as well), and I've seen people get fired for dissatisfied customers multiple times.

[Scott F]

3 hours ago, Brew City Bass said:

So I bought a Fenwick Silverhawk II at Cabelas a month ago. First month I used it the blank was spinning in the reel seat. I talked to their online support chat to see if I can return it and the lady told me no problems, go to the store and they'll return it. 

I went the 30 miles to the store to be told "Sorry, we don't warranty defective rods. You're going to have to deal with Fenwick.". I replied "Oh, so Cabelas sells me a bunk rod and I have to deal with it, along with paying shipping and return shipping?" She gave me a dumb look and didn't give me an answer. I walked out. 

What a crock of crap. The rod is only $70 and not even worth paying the $30 in shipping to get it replaced. I spend thousands every year at Cabelas and they treat their customers like this? Not even a "Sorry for the major inconvenience". Just a buncha lies and shrugging of shoulders. They lost my business. I'll stick to Gander Outdoors. It's a d**n shame every outdoor store has turned completely trash. Nobody cares about the customer anymore.

 

If you were at the store and an employee told you they wouldn't take back the rod, my next response would have been to speak to the store manager. If he didn't give you the answer you were looking for, you get the name of his boss and keep going up the line till you get to Johnny Morris if that's what it takes. Sooner or later, someone gives in and you get what you want. Be reasonable, polite and persistent. If you aren't being unreasonable, you will almost always get the matter resolved in your favor. 

[LionHeart]

I find it odd that you had thus experience.  I have returned numerous rods to Cabelas.  Some, for no other reason than I didn't like the way they fished.

 

Never had a bit of trouble.  Matter of fact, the staff at my Cabelas bend over backward to give good customer service.

 

Never doing business with any company because of a single bad experience may be a tad premature, unless of course that experience was with the owner.

 

 

[new2BC4bass]

41 minutes ago, LionHeart said:

I find it odd that you had thus experience.  I have returned numerous rods to Cabelas.  Some, for no other reason than I didn't like the way they fished.

 

Never had a bit of trouble.  Matter of fact, the staff at my Cabelas bend over backward to give good customer service.

 

Never doing business with any company because of a single bad experience may be a tad premature, unless of course that experience was with the owner.

 

 

Got to agree.  I almost never take anything back.  Bought a spinning rod with micro guides.  Hated it.  Cabela's exchanged it...no questions asked.

 

Never dealing with Cabela's again is kind of like cutting your nose off to spite your face. 

[LegendaryBassin]

 

6 hours ago, WRB said:

Big Box stores like BPS/Cabela's floor clerks are not authorized to make product decisions or exchanges without a managers approval, so start with a manager.

$70 rod isn't worth shipping to Fenwick so the retail store usually exchanges the item if you have proof of purchase and that is what should happen. 

I don't have any love for Big Box stores but you are way off base thinking they should warrant Fenwicks products, they are the retailer not mfr.

Tom

 

100% agreed. Retailers are not suppose to be involved in the warranty process unless it's there branded products. I couldn't agree more with WRB. Manufacturers have the knowledge and personnel to determine what caused the failure/issue at hand whether it's due to defect or abuse. Since it is Fenwicks product they should deal with the warranty process not others. 

[Brew City Bass]

A lot of you have great points, I was pretty fired up from a bad day at work and then this. 

I'll give the store a call on Monday and try to get a name and a manager on the line and explain the situation.

[LegendaryBassin]

1 minute ago, Brew City Bass said:

A lot of you have great points, I was pretty fired up from a bad day at work and then this. 

I'll give the store a call on Monday and try to get a name and a manager on the line and explain the situation.

Definitely understand the frustration. I would give Fenwick a call as well. Sometimes they are willing to go the extra mile and upgrade the rod to a more expensive rod for a simple exchange. Most companies will do the right thing to make there customers happy. I don't own anything from Fenwick so I don't have any experience with them, but I am sure they will take good care of you. Goodluck!

[Brew City Bass]

Just now, LegendaryBassin said:

Definitely understand the frustration. I would give Fenwick a call as well. Sometimes they are willing to go the extra mile and upgrade the rod to a more expensive rod for a simple exchange. Most companies will do the right thing to make there customers happy. I don't own anything from Fenwick so I don't have any experience with them, but I am sure they will take good care of you. Goodluck!

I'll see what Cabela's says on Monday and if that gets me nowhere I'll shoot Fenwick an email. 

It's just a $70 beater rod I was using for bank fishing so It's getting to the point of almost being more trouble than it's worth. Frustrating to be dicked around. 

[Brew City Bass]

So Cabelas Emailed me this morning because I emailed them when I got home from the store yesterday. This is what they said. 

"Hello Jason,

 

It is my pleasure to help with your return inquiry.

 

I am very sorry that the associate at the retail store told you that you could not return the fishing rod.  Non-Cabela's brand items have a 90 day warranty on them through Cabela's and the associate should have taken this item back for you. 
 

You may return this fishing rod back to us through the mail by using the following information.  Please take a copy of the shipping receipt to show what you paid to return the item and we can then issue a refund back for the costs."

I really appreciated this email from them. I'm going to go to the store Monday and hopefully that same chick is working and I can show her or her manager it.