Legendary Service?

[Adam]

All-I have owned a couple of orvis reels and a few of the rods over the years. Sold off the rods, never found a groove with them...I have a mid-arbor battenkill that I use for stripers and steelhead and salmon. Nearly flawless in regards to performance.

I also received as a gift a large arbor battenkill...can't get rid of it...my two sons talked mom into buying it for me and having it engraved...it has been okay. The handle was snapped by one of the aforementioned boys...

called orvis...told them the situation...had the book in front of me with the exploded diagram listing the parts...gave them the part number, etc. "we will get it out to you asap" 4 weeks go by...no part, another call..."you need to send the reel in for our techs to repair it for you".

I spent 20 minutes on the phone with a lovely chap in VT explaining that the part is replaced via 2 screws which I had already removed in anticipation of the new part being sent to me ASAP. I was willing to pay for the part, even the shipping....just get me the damn thing....

5 weeks later the part finally comes in. 5 weeks...now in Orvis' defense I did not pay a dime for the part or shipping...but good lord...I could have walked to and from the factory faster.

yes I did send them a letter to explain the situation.

Legendary service??? You decide.

[SlowNDeep]

One event does not qualify as an adequate measure of generality

[trout5]

While I certainly understand your frustration at such a simple problem made complex, I agree that one incidence is not enough to spoil a very good reputation for customer service. I have several pieces of orvis gear, and have had a few experiences with their customer service, all of them positive.

[SherpaB]

I've had great service with Orvis. I broke my 10 yr old 10wgt last winter after cleaning it...the tip snapped after I was careless with it. I called it was one of the first Orvis rods with the 25 yr warranty. They obviously didnt have or couldnt repair mine so they sent a new one...the newest version of whatever that was...it was around $600 in the catalog...sent out to me in 2 weeks. Also had great luck...my old 15 yrs old! saltwater battenkill was pretty beat up and called to see if they could fix the drag which had sh't the bed..they said send it up and they will take look. Got it back in 2 weeks no charge...fixed drag. I got turned off to them for awhile because they do attract a lot of posers..but everything I have bought and all the experiences I've had are pretty positive...I would love a Helios...tried it and it is awesome..but I dont have the extra scratch...they are coming out with a less expensive version next year I guess...

[FishyboY]

who makes a $600 helios then comes out with a new one with a diffrent name and same basic thing for around $400!?!?!?!?!

[trout5]

I think the Helios is actually over $700. They are pretty awesome to cast though. I tried a 7 wght switch rod on the Salmon last winter. It was ridiculous. What a rod. If they come out with a cheaper version I will give it a look. I hope they don't compromise the design though.

[Cheeew]

I fish all Orvis rods some are better than others but I have had my son stick one under a door and break it, slammed one in a car door, broke one walking in the house with rod together, I can keep going...lol.. Orvis replaces them all no questioned asked. I live 1/2 hr from the rod shop, I bring them to the shop they hand me a new one. Sometimes replace them w/ next model up in they're line.Being local is the big key for me because I know lots of other companies do the same but I'd have to wait on shipping. I know that their reels are made elsewhere so maybee that had something to do w/ the delay? BTW, The Access and Helios are same technology but different rods. I fish them both.