St. Croix rod issue, question about CS experiences

[PythonDad]

Hi, I recently purchased a St. Croix Avid X, the 7'4" MHF casting model. I'm not seeking any answer to the issue I'm having. The line guides are "twisted," so to speak, such that they are not aligned with the reel seat and this is causing persistent uneven line lay on my reel (a Curado K).

I'm very much open to the possibility that it has been difficult to get in contact with someone at St. Croix about this because of COVID-19, but is anyone able to comment on this? Their website says they are operating at full capacity currently. I sent an email to them on July 23 with pictures of the problem and asking how I should proceed. When the email was submitted the automatic reply said I would receive a response in four days. Didn't happen. I gave it seven business days and called the customer center. I was given the option to leave a message, with the automated message saying I would receive a response in 24 hours. Also didn't happen. So here I am now just wondering if anyone else can report that they are just swamped currently. Because if it's just because of stress from COVID-19 I have no intention of being worked up over it.

[Tim Kelly]

Their CS has a pretty good reputation, so I would guess you've been unlucky. 

[PythonDad]

Thanks, I'll keep trying. I have several other of their rods and they have all worked flawlessly, so I've never had the need to contact them until now, and I'd also heard that what you said is true. You're probably right.?

[Bluebasser86]

Call them, St. Croix has excellent CS but I've always called them. Last time I sent a rod in I swear they had to have sent the replacement before mine got to them I had the new rod so fast.

[tracker01]

I have two rods there. I called them twice and they told me someone will get back to me in about a week. It’s been over a month and no call back. They said they were swamped. I hope they have the replacement rods in stock once they get around to my situation. As a rule their CS is great. Right now, not so much. 

[waymont]

Every issue I have ever had has been cleared up very easily, and I have been very satisfied with every out come.

[Siebert Outdoors]

I've only had to deal with them once.  It was easy.  No complaints here.

[Randy Price]

My experience has been very positive like others.  I have only had to use their CS 2-3 times and was pleased.

[PythonDad]

I'm hoping that the only reason is that they are indeed swamped with how many people are fishing. They have updated their estimated response time to phone messages to ten days. But it's been longer than that since I last called them. ?

[Delaware Valley Tackle]

Everyone's swamped in large part to the manufacturer backlogs and back orders. Getting components and parts is a nightmare right now. 

[FishTank]

I called them earlier in the year and had no issues.  They were great.  

 

It would be good to see the pictures of this rod though.  They are supper picky about the quality of their rods especially the ones made in the US, like the Avid X.  I am surprised one like that made it into circulation as it would be something that is checked when made, when inspected and when shipped.  I have seen seconds with this issue but not a first quality rod.  I am also curious as to whom you purchased it from and why it would could not just be returned. 

[.ghoti.]

12 hours ago, Delaware Valley Tackle said:

Everyone's swamped in large part to the manufacturer backlogs and back orders. Getting components and parts is a nightmare right now. 

You can say that again! Been waiting for two blanks since....... well, it has been long enough i am not sure when. Early May, or late April.

 

And, they are not coming from China. They are coming from the Peoples Republic of Kalifornia.

[basser27]

On 8/8/2020 at 1:11 AM, PythonDad said:

Hi, I recently purchased a St. Croix Avid X, the 7'4" MHF casting model. I'm not seeking any answer to the issue I'm having. The line guides are "twisted," so to speak, such that they are not aligned with the reel seat and this is causing persistent uneven line lay on my reel (a Curado K).

I'm very much open to the possibility that it has been difficult to get in contact with someone at St. Croix about this because of COVID-19, but is anyone able to comment on this? Their website says they are operating at full capacity currently. I sent an email to them on July 23 with pictures of the problem and asking how I should proceed. When the email was submitted the automatic reply said I would receive a response in four days. Didn't happen. I gave it seven business days and called the customer center. I was given the option to leave a message, with the automated message saying I would receive a response in 24 hours. Also didn't happen. So here I am now just wondering if anyone else can report that they are just swamped currently. Because if it's just because of stress from COVID-19 I have no intention of being worked up over it.

Why not return it to the place you bought it from? 

[GReb]

20 hours ago, Delaware Valley Tackle said:

Everyone's swamped in large part to the manufacturer backlogs and back orders. Getting components and parts is a nightmare right now. 

Gary Dobyns posted Friday that they were basically out of inventory and several models are 3 months out. I expect many are in the same boat

[PythonDad]

On 8/16/2020 at 9:50 PM, FishTank said:

I called them earlier in the year and had no issues.  They were great.  

 

It would be good to see the pictures of this rod though.  They are supper picky about the quality of their rods especially the ones made in the US, like the Avid X.  I am surprised one like that made it into circulation as it would be something that is checked when made, when inspected and when shipped.  I have seen seconds with this issue but not a first quality rod.  I am also curious as to whom you purchased it from and why it would could not just be returned. 

Got it from a seller on Amazon who hasn't responded. Here is a picture of the line guides nearest the reel seat. You can see how they are off to the right somewhat.

Just now, PythonDad said:

Got it from a seller on Amazon who hasn't responded. Here is a picture of the line guides nearest the reel seat. You can see how they are off to the right somewhat.

Here is the other, where they apparently turn back to where they ought to be, suddenly back to the left.

The good news is I spoke with someone at St. Croix and they asked me to send it in. I would have just done this, but I didn't know if the rod should have been broken or sent in intact for an attempt at repair. The agent clarified to send it in intact.

[thunderblack]

I've had a few rods arrive like this (not just SC). Especially ones with smaller guides that are harder to align. If you sent it in they will get you taken care of. Good choice on the avid X.

[CountryboyinDC]

Like others have said, they're probably just swamped.  I had a rather plain-vanilla rod that you usually can find anywhere in stock on backorder for 3 months (Avid 7'0 MH/XF casting).  St. Croix is one of those companies that stands behind their products as long as I've been using them.  You pay for it.

[PythonDad]

Thought I would update that they finally got back to me about two weeks ago. I bought another of these since I needed this model in my lineup and was tired of waiting. They offered to send a different model as a replacement if I wanted, so they are sending me a 7'4" heavy instead. Should be here soon. No issues with the other MH I bought.

[Tim Kelly]

Sounds like amazing service to me.

[galyonj]

On 8/16/2020 at 9:38 PM, Delaware Valley Tackle said:

Everyone's swamped in large part to the manufacturer backlogs and back orders. Getting components and parts is a nightmare right now. 

Yeah. Between shipping problems from source companies and the massive uptick in demand because everybody has time to fish now, this is a logistics nightmare.

[evo2s197]

I was thinking the guides were all screwed up, from the pictures it's not bad by any means, if you really want to complain about guide placement  and build quality buy a NRX.

[PythonDad]

On 10/14/2020 at 6:38 AM, evo2s197 said:

I was thinking the guides were all screwed up, from the pictures it's not bad by any means, if you really want to complain about guide placement  and build quality buy a NRX.

I would think so, but I think the functionality issues I was having were due to both misalignment and the fact that they're micro guides. I could not get line to lay evenly and the problem would compound the longer I fished. With the same reel but on the same rod with better aligned guides, the problem went away.

On 10/14/2020 at 1:34 AM, Tim Kelly said:

Sounds like amazing service to me.

I agree.