My Recent Experience With Shimano/G. Loomis Warranty Service

[FishTank]

So I called about two rods that I had broken, one was probably operator error and the other was in the usual car door/window.  

 

The first was a G. Loomis 783C CBR.  I broke this rod putting it in my truck.  It was my fault but I thought why not see what could be done. So I called and asked about the Xpeditor Service.  Since this rod was no longer made, I was upgraded to an IMX... Awesome.  Next I asked about a rod I cracked slightly a few years ago (Shimano Crucial 2nd generation), pulling in a fish and some cabbage out of the water.  It was really dumb on my part but the rod cracked under the weight and was still useable so I never called.  After they did some research, they called me back and they are sending me a Shimano Curado in place of the Crucial.

 

The overall experience was great and the guys I talked to seemed more knowledgeable than usual.  The times I have called them in past my experience was not the best.   They did give me some info on their current situation..... They are not doing warranty claims but they are doing the Xpeditor Service if they have the rod in stock.  Certain rods in the NRX and GLX lines are in short supply.  Sales have been good all year, even now.  Since their factory is closed down for the time being and some of the wrapping is outsourced this has compounded the inventory issue.  I got the impression they are working in the offices and shipping rods and reels from their facility in Charleston, SC.  

 

Here is their response from the G. Loomis website.  Also, please take my experience as a positive thing and don't turn it in into something else.

 

[Teal]

36 minutes ago, FishTank said:

So I called about two rods that I had broken, one was probably operator error and the other was in the usual car door/window.  

 

The first was a G. Loomis 783C CBR.  I broke this rod putting it in my truck.  It was my fault but I thought why not see what could be done. So I called and asked about the Xpeditor Service.  Since this rod was no longer made, I was upgraded to an IMX... Awesome.  Next I asked about a rod I cracked slightly a few years ago (Shimano Crucial 2nd generation), pulling in a fish and some cabbage out of the water.  It was really dumb on my part but the rod cracked under the weight and was still useable so I never called.  After they did some research, they called me back and they are sending me a Shimano Curado in place of the Crucial.

 

The overall experience was great and the guys I talked to seemed more knowledgeable than usual.  The times I have called them in past my experience was not the best.   They did give me some info on their current situation..... They are not doing warranty claims but they are doing the Xpeditor Service if they have the rod in stock.  Certain rods in the NRX and GLX lines are in short supply.  Sales have been good all year, even now.  Since their factory is closed down for the time being and some of the wrapping is outsourced this has compounded the inventory issue.  I got the impression they are working in the offices and shipping rods and reels from their facility in Charleston, SC.  

 

Here is their response from the G. Loomis website.  Also, please take my experience as a positive thing and don't turn it in into something else.

 

Not a Loomis owner, but I'm curious, the rod  that you broke with the windo, what was the few to replace it, or was There one?   And im.guessing you had to pay for shipping

 

I had a rod break from powell several years ago and only had to pay for shipping. They were good to deal with and they were super knowledgeable and they guy.i.spoke with even have me some pretty good insite on rod selection for lures.

 

Glad you had a good dealing with them today.   

[FishTank]

16 minutes ago, Teal said:

Not a Loomis owner, but I'm curious, the rod  that you broke with the windo, what was the few to replace it, or was There one?   And im.guessing you had to pay for shipping

 

I had a rod break from powell several years ago and only had to pay for shipping. They were good to deal with and they were super knowledgeable and they guy.i.spoke with even have me some pretty good insite on rod selection for lures.

 

Glad you had a good dealing with them today.   

So for the rod that I broke in the window, I used the G.Loomis Xpeditor Service. It's a fee based warranty program that allows you to get a new rod rather quickly and for pretty much whatever reason.  They send you the new rod and you send them the old one back.  In my case, I paid $100 to get the rod replaced and since the rod I had was discontinued, I was upgraded to the next line of rods, which is the IMX.  I could have chosen pretty much any IMX rod but I got the same rod in a longer length.

[Teal]

That's awesome man.  

[JustJames]

Same as you I shipped my rod out (Crucial Gen 1 dropshot) on Monday, no call no nothing just printed out warranty, fill in the form. Yesterday I got an email saying they will send me a curado 610MX Shakey. 
This is second time I’ve used warranty on crucial (limited lifetime warranty). I might not be happy with curado compare to crucial, but at least Shimano always makes thing right.

Lucky me that I still have 4 crucial left.

 

 

[Yumeya]

I've always had awesome customer service from Shimano/Gloomis.

 

[waymont]

I have lots of Loomis rods and only 2 problems. First was a brand new rod that snapped on the first fish of about 1lb, rod was replaced free no issues. Fast forward 10 years, the handle tightening piece got worn over the years and became misshapen. This time the rod was replaced free also, I had to ship the broken rod back. Every time I have called, I have had nothing but great experiences with them.

Glad to hear you had a good experience too.

[NavyVet1204]

That is great to hear my friend! I always love hearing of great warranty/customer service experiences. It does help motivate me to gravitate to a Shimano reel and rod next lol

[Junk Fisherman]

Glad to hear this.  I broke my #1 workhorse rod an 843 GLX this morning.  Caught a 1.5 lb fish and just kinda grabbed the line and brought the fish in to me and the last 6" snapped.  I was surprised that caused it to break.  Maybe I stepped on it or damaged it beforehand.  But I've caught hundreds of fish on that rod and it had quite a bit of sentimental value.  It was my #1 pitching plastics rod and I had been using it for Dark Sleepers for the last couple years and it is perfect for that application.  I've had that rod for over 10 years.  Will they give me the newest version of that rod?  That is not a bad deal for $125 even though I wish it never happened.  Put a dark cloud on a very good day of fishing.  

 

 

 

[Michigander]

Glad to hear Shimano's warranty department is good. Last time I called their customer service line with a rod question, the guy on the other end just read the Web site page to me. They lost a sale that day.

[FishTank]

2 hours ago, Michigander said:

Glad to hear Shimano's warranty department is good. Last time I called their customer service line with a rod question, the guy on the other end just read the Web site page to me. They lost a sale that day.

I have had the same experience in the past as well and questioned if the guys at Shimano actually fish.  Luckily the guys have I been in contact with the last few times seem to be fishing their equipment and have some first hand knowledge.   Often times though, they get a product in and it comes with a spec sheet so they just stay to the script. 

[looking45]

I had a similar experience. I slammed a door on 3 of my IMX rods. They were the same model.  I used the $100 expeditor plan on each rod. Got the rods back with a note inside. Those rods were discontinued so the upgraded me to the GLX model. The G:X were 2" longer, no big deal

[looking45]

I had a similar experience. I slammed the door on 3 IMX rods, all the same model. I used the expeditor program and sent $100 for each rod. My rods came back with a note. The IMX rods were no longer made so they upgraded me to GLX. The rods were 2 inches longer, but no big deal

[FishTank]

17 hours ago, looking45 said:

I had a similar experience. I slammed a door on 3 of my IMX rods. They were the same model.  I used the $100 expeditor plan on each rod. Got the rods back with a note inside. Those rods were discontinued so the upgraded me to the GLX model. The G:X were 2" longer, no big deal

Nice.  

 

Just curious, which IMX rods did you have?  I buddy of mine has an old one, it may be the 1st generation, and his got caught in a car door.  The top 5 inches are gone.  He just glued a guide on it and has been fishing it for years.  I have been trying to get him to replace it but he sort of likes it.   If he could get a GLX instead, he might change his mind. 

[looking45]

15 hours ago, FishTank said:

Nice.  

 

Just curious, which IMX rods did you have?  I buddy of mine has an old one, it may be the 1st generation, and his got caught in a car door.  The top 5 inches are gone.  He just glued a guide on it and has been fishing it for years.  I have been trying to get him to replace it but he sort of likes it.   If he could get a GLX instead, he might change his mind. 

IMX MBR 783C