FYI: Loomis Warranty

[5bass]

So, in the future....instead of sending in a broken rod and gambling on whether or not they deem it defective, we should just pay the $50 for the Xpeditor service from the get-go? Is that what's being said here?

[Bronzefly]

The Xpeditor service is not a warranty. It is a service where the rod is replaced for a $50 fee no matter how the rod was broken. Unfortunately it is not offered when a rod is denied warranty replacement/repair.

If this is the case, I will not buy any shimano or loomis rods as I was planning too.

First off, this has nothing to do with Shimano rods. All of the models from the Clarus on up to the Cumaras already have a no questions asked replacement warranty. Why would this have any impact on whether you bought a Shimano rod or not?

It doesn't take much to drive me away from a company...

I would not want to put myself in this type of situation...

There are alot of Great rod company's to choose from...

That has been made abundantly clear... ;D

[flechero]

.they should lower their prices if they are going to get rid of the xpiditor service.

fyi- They didn't raise the prices when the xpediter program was started.

[b.Lee]

So, in the future....instead of sending in a broken rod and gambling on whether or not they deem it defective, we should just pay the $50 for the Xpeditor service from the get-go? Is that what's being said here?

Loomis (Shimano) should offer replacement rods at Authorized dealers.

Yea and why not just pay 50 bucks. Better than 300

[Bronzefly]

So, in the future....instead of sending in a broken rod and gambling on whether or not they deem it defective, we should just pay the $50 for the Xpeditor service from the get-go? Is that what's being said here?

That appears to be the "safe" bet, but we're talking about at most a $25 difference either way! Follow me here...

"Warranty" - send in a check for $20, pay the shipping of your broken rod back to them for inspection. Costs you between $7 and $10 to ship back the rod, even cut in half. You're up to $27 to $30 already. Wait the couple to few weeks it takes for them to inspect and warranty the rod, then have it shipped back to you (which they pay for.)

"xpeditor" - $50 and they immediately send out a brand new rod to you with a pre-paid return shipping label to return your broken rod.

The difference between the two is $20 to $25 at max. It almost seems to me like they would rather just have everyone to the xpeditor to save themselves the time and hassle of inspecting the rods.

Like I said, I've used both and been happy with it... just another way to look at the situation.

[fathom]

can't speak to the warranty...have never had to use it.

that said, the neighbor's cat made a splitgrip out of my favorite mbr782 one night recently...gnawed the cork clean off.

there may have been some alcohol involved here...on my part, not the cat's.

called loomis and, since i was the one who left the rod out on the back porch that night, asked for the expeditor sevice...the lady at loomis sent me a brand new rod anyway, even after i explained to her what happened.

i don't think she liked cats, either.

[Lucky Craft Man]

It appears to me that the Xpeditor service is the only way to go, which is still one of the best services going.  I just fear that if that service goes away, what are all the faithful G Loomis Customers left with?  The same treatment RoLo received?  I am a big supporter of G Loomis and love their product.  I just hope G Loomis supports their customer base like they (and RoLo) have supported them.

[Hooked_On_Bass]

I have used the Xpeditor service once in the past for an issue that was no fault of theirs and there was no hassle from G Loomis at all. A new rod was sent; all I had to do was cut out the model number of the broken one and mail it to them.

[b.Lee]

Yea why not go with it expediter service. they send you a new rod first, and they pay for shipping and the tube to send it back. Seems like less hassle to me. I would even pay 65 dollars to do it 2-day.

[NOVA Angler]

Maybe I'm misisng something here...

After they deny the warranty service, do they ship the broken rod back to you?  Couldn't you then send it back through the xpeditor service?  Is the complaint that you have to pay to ship it twice?

[RoLo]

Based on my phone conversation with Shimano America,

Bantam gave it to you straight (albeit a bitter pill).

I can't blame Shimano, because after all, it was Loomis who was taken prisoner not Shimano.

LUCKY CRAFT MAN wrote:

I have nothing against Shimano, but they are a huge company and sometimes that "personal feel" can be lost.

I believe that's the reality of the situation.

SENILE1 asked

Are you still trying to work with them, or are you at the end of your proverbial rope?

It would be the latter Ed, because my proverbial rope is not very long

Hey, maybe I'll join you with a new Powell

Based on their handling of this situation, and I happen to know that there was NO impact,

I have lost my taste for Loomis and am not in any mood to play their Xpeditor game.

That would only prolong our relationship, which is something I'd prefer to end.

MARKWE1 said:

It doesn't take much to drive me away from a company...

I would not want to put myself in this type of situation...

There are alot of Great rod company's to choose from...

You got it buddy...those are my sentiments precisely.

Oddly enough, the price of Loomis rods did come down for me,

all the way down to zero.

Hey, I'm not a sore sport, but after throwing hundreds if not thousands of dollars at Loomis,

you'd think they'd have the common decency to at least defray the cost of shipping.

Roger

[Bantam1]

This is the Loomis policy that I typed up. We did not change anything when we took over sales and service for them. I am just relaying the message. You have a choice when you decide on what action to take. You can send the rod in for warranty or you can use the Xpeditor. This is from the GLoomis website:

G.Loomis Limited Lifetime Warranty

G.Loomis rods, custom rod blanks and Syncrotech fly reels are covered by a limited warranty against defects in workmanship and materials for the lifetime of the original owner. GL pushpoles, Venture (Adventure) fly reels, Premier Rods (PMR) and GL fly rod outfits are covered against defects in workmanship and materials for a period of one year from the date of purchase. G.Loomis clothing, hats, bags and accessories are covered against defects in workmanship and materials for a period of 30 days from the date of purchase. Sales receipt or proof of purchase required.

Before returning your damaged product for evaluation, please call (877)577-0600 to register your return claim with us. Then, ship the damaged rod, reel, or accessory item in a disposable container, prepaid and insured, along with a completed copy of our Warranty Return Form. If you are a G.Loomis Pro Shop, please use our new Pro Shop Warranty Return Form when returning product for warranty evaluation.

Send directly to:

G.Loomis, Inc.

Warranty Service

1359 Down River Drive

Woodland, WA 98674

Should damage occur due to defect, G.Loomis will, at the company's discretion, either repair or replace the product at no charge. Damages occurring due to neglect, accident or normal wear and tear will, at the company's discretion, be repaired or replaced for a specific fee. A full estimate will be provided for your approval before any repair work is initiated.

Should we decide to replace the damaged product, but no longer offer that model, we will replace it with what we determine to be the closest comparable model from our current product line.

In no event shall G.Loomis, Inc. be held liable for incidental or consequential damages due to breach of this warranty or other warranties implied by law.

Some states do not allow limitation on how long an implied warranty lasts nor do they allow for exclusion of incidental or consequential damages; therefore, the above stipulated limitation and/or exclusion may not apply to you.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

http://www.gloomis.com/publish/content/gloomis/en/g__loomis_homepage/customerservice/warrantyinformation/g_loomis_limited_lifetime.html

Here are the details for the Xpeditor program:

http://www.gloomis.com/publish/content/gloomis/en/g__loomis_homepage/customerservice/warrantyinformation/xpeditorinformation.html

If the rod broke due to a failure in components or manufacturing damage then it will be addressed and replaced. The person that inspected the rod stated there was prior damage to the blank resulting in the failure. I have to stand by that decision since that is the persons job to determine these things. If the person decided the rod failed under conditions defined by the warranty then the rod would have been replaced.

I know the customer looked at the rod. He may have not seen the damage. The person at GLoomis looking at the rod is qualified to do so. They know what legitimate rod failures look like. Their eyes are trained and yours or mine may not be. Please do not take this the wrong way as I am not trying to insult you in any way, just stating the truth.

When it comes to warranty rod replacements Loomis has found in that past 20+ years that 1% or less of damaged or broken rods are a result of manufacturer defects. Also when warranty rods are inspected if there is any doubt in the cause they will just replace the rod. In this case they determined there was damage resulting in the rod failure.

I am sorry you are disappointed but GLoomis determined your rod failure was not warranty related.

[Lucky Craft Man]

Hey, I'm not a sore sport, but after throwing hundreds if not thousands of dollars at Loomis,

you'd think they'd have the common decency to at least defray the cost of shipping.

Roger

They should take a little off the multi-thousands I spent on their rods (30+) and send to you for shipping.

PS Are you going to be selling your other G Loomis rods anytime soon? I'll be sure to look for them in the Flea Market Section.

[Lucky Craft Man]

This is the Loomis policy that I typed up. We did not change anything when we took over sales and service for them. I am just relaying the message. You have a choice when you decide on what action to take. You can send the rod in for warranty or you can use the Xpeditor. This is from the GLoomis website:

G.Loomis Limited Lifetime Warranty

G.Loomis rods, custom rod blanks and Syncrotech fly reels are covered by a limited warranty against defects in workmanship and materials for the lifetime of the original owner. GL pushpoles, Venture (Adventure) fly reels, Premier Rods (PMR) and GL fly rod outfits are covered against defects in workmanship and materials for a period of one year from the date of purchase. G.Loomis clothing, hats, bags and accessories are covered against defects in workmanship and materials for a period of 30 days from the date of purchase. Sales receipt or proof of purchase required.

Before returning your damaged product for evaluation, please call (877)577-0600 to register your return claim with us. Then, ship the damaged rod, reel, or accessory item in a disposable container, prepaid and insured, along with a completed copy of our Warranty Return Form. If you are a G.Loomis Pro Shop, please use our new Pro Shop Warranty Return Form when returning product for warranty evaluation.

Send directly to:

G.Loomis, Inc.

Warranty Service

1359 Down River Drive

Woodland, WA 98674

Should damage occur due to defect, G.Loomis will, at the company's discretion, either repair or replace the product at no charge. Damages occurring due to neglect, accident or normal wear and tear will, at the company's discretion, be repaired or replaced for a specific fee. A full estimate will be provided for your approval before any repair work is initiated.

Should we decide to replace the damaged product, but no longer offer that model, we will replace it with what we determine to be the closest comparable model from our current product line.

In no event shall G.Loomis, Inc. be held liable for incidental or consequential damages due to breach of this warranty or other warranties implied by law.

Some states do not allow limitation on how long an implied warranty lasts nor do they allow for exclusion of incidental or consequential damages; therefore, the above stipulated limitation and/or exclusion may not apply to you.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

http://www.gloomis.com/publish/content/gloomis/en/g__loomis_homepage/customerservice/warrantyinformation/g_loomis_limited_lifetime.html

Here are the details for the Xpeditor program:

http://www.gloomis.com/publish/content/gloomis/en/g__loomis_homepage/customerservice/warrantyinformation/xpeditorinformation.html

If the rod broke due to a failure in components or manufacturing damage then it will be addressed and replaced. The person that inspected the rod stated there was prior damage to the blank resulting in the failure. I have to stand by that decision since that is the persons job to determine these things. If the person decided the rod failed under conditions defined by the warranty then the rod would have been replaced.

I know the customer looked at the rod. He may have not seen the damage. The person at GLoomis looking at the rod is qualified to do so. They know what legitimate rod failures look like. Their eyes are trained and yours or mine may not be. Please do not take this the wrong way as I am not trying to insult you in any way, just stating the truth.

When it comes to warranty rod replacements Loomis has found in that past 20+ years that 1% or less of damaged or broken rods are a result of manufacturer defects. Also when warranty rods are inspected if there is any doubt in the cause they will just replace the rod. In this case they determined there was damage resulting in the rod failure.

I am sorry you are disappointed but GLoomis determined your rod failure was not warranty related.

The only question I have is where is it stated that after the rod is subject to a warranty claim, it is no longer eligible for the Xpeditor Service?

[jamarkwe]

This is really bothering me.... I can't believe Shimano(whom I have heard High praises about their CS)is doing this to a customer, and making up their own rules as they go it seems. >

It is indeed a false impression of a "no questions asked xpeditor service". Shimano is asking the question "Have you attempted to have this rod replaced under warranty?"

Best of luck to you Rolo

[roadwarrior]

It appears to me that the Xpeditor service is the only way to go, which is still one of the best services going. I just fear that if that service goes away, what are all the faithful G Loomis Customers left with? The same treatment RoLo received? I am a big supporter of G Loomis and love their product. I just hope G Loomis supports their customer base like they (and RoLo) have supported them.

Hmm...

I am appalled.

:-X

[SWMIBASSER]

Makes it easier to look at other brands...That Rogue with recoils went from 2nd choice to first.

[JigMe]

[quote

The only question I have is where is it stated that after the rod is subject to a warranty claim, it is no longer eligible for the Xpeditor Service?

[RoLo]

It's funny, but I would feel a whole lot better if I had slammed the car-door on that rod.

Here's the irony, it's just not in me to bother about warranties, and I rarely bother to read them.

Generally I'll just trash anything that malfunctions regardless of the fault.

Only because this rod snapped-in-two without any provocation, I actually took the time

to pack it up and pay for shipping to get the replacement I deserved (first time ever for me).

BANTAM wrote

I know the customer looked at the rod. He may have not seen the damage.

The person at GLoomis looking at the rod is qualified to do so.

They know what legitimate rod failures look like. Their eyes are trained and yours or mine

may not be.

If you could only know just how ridiculous that statement looks to me.

I was the head tool-and-die maker at Kleiner Metal Specialties for 20 years.

I single-handedly tooled-up and maintained four OO Nilson multi-slide machines

used for tube fabrication (blanking, forming, piercing, swaging, etc.).

I worked in tenths of a thousandth of an inch for more than 30 years.

Anyone at Shimano with that kind of hands-on experience would be highly overqualified.

Here's the bottom-line, the blank was NOT impacted (I'll bet it is now).

Roger

[NOVA Angler]

Sorry to hear they treated you that way Roger.  I'll definetly think twice before making my next rod purchase.  The customer service everyone raves about is what always put Loomis above the rest for me.  Let's hope this an exception and not the rule.  Nothing bothers me more than someone who questions my integrity.  I can't imagine buying products from a company who makes a habbit out of it.  There are too many other quality rod companies out there competing for our buisness to put up with that.

[NewAngler]

SHEEEESH.

This is the first cub par transaction I've ever heard from Loomis. If I had the money to buy one, I wouldn't anymore! Sorry for your troubles, Roger.

[repper]

i feel extremely lucky...about 2 months ago i used the expeditor service and got a brand new 844 glx for 50 dollars. i wont say how it broke, but i got a new glx. this post is making me hesitant to get another glx however.

[flechero]

Roger,

Its sucks that this happened, period. I am however a little suspect of the story... since you are the first person I have ever heard of that Loomis denied use of the expediter service. And the only one I have heard displeased with the Loomis customer service in many years. (outside of general shimano bashing)

but your statements about being more qualified than the Loomis staff to evaluate a warranty on a graphite rod, is off base. A career in machining and metal work (regardless of tolerances or equipment operated) qualifies you as an expert in metal work only. Your last post comes off as pretty arrogant and demeaning, at best.

As for the impact... I often wonder how people can account for every moment a rod has been in their possession... do you have a camera in the rodbox to see it bouncing around against all the other rods and stuff? Has it never once fallen over when leaned? Never dropped it while trying to land a fish boatside? Never had a missed hookset fly back and hit it? Never "sort of" stepped on it on the deck? The possibilities are endless and few people ever consider beyond what they have actually "done" or remember doing to them. If that rod was truly defective, it would have broken almost immediately.

I'm sure my post will anger you but I think if someone talked down to you about your abilities as a tool & die maker, you would be pretty insulted.

[Hooked_On_Bass]

Good points flechero.

[b.Lee]

I think this thread needs to be closed. Nothing good comes from bashing each others comments.  It is like anything and everything, its the bad service or product that gets known, not the 100's or 1000's of good service or products.  You cannot pass judgment on something because you got screwed.  What about the other people who had a great experience, you cannot discount that.  Every company and person has different experience, you can't expect perfect service or product from everything. 

Like yourself, you never made a mistake in your 30 years as a machinist? If so, I really find that hard to believe.

All in all, you can do a millions things good, but it only takes one to make someone bitter. Now I know we all have been there and said "Hey what about the millions things I did good, why you bashing on me cause I messed up once"  No one is perfect, neither is a company. 

Let's get on with life... it really isn't that big of a deal.