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+--- Thread: Orvis Customer Service (/showthread.php?tid=948704)
Orvis Customer Service - sinergy - 10-06-2015
Wanted to check with people on what they're thoughts were of Orvis Customer Service ?
Reason being is I just had a Horrible time trying to exchange a rod.Wanted to see if this is the Norm or did I just chat and speak with 3 people who were just in a bad mood ???
I purchased a Orvis rod while on travel at a fly shop in Montana. The rod fished great but felt it didn't have the backbone for the size of flies I was chucking, So I wanted to exchange it for another weight. Contacted Orvis online through their customer service chat, the chat rep told me to take it back to the shop were I purchased it. I told him the fly shop does not exist in my home state. The Orvis rep continually told me that the point of sale was not Orvis and we cant help you.
Does that mean to never buy a piece of Orvis equipment while on travel, what a bunch of BS
Even on their website it says their take return without a receipt (only stipulation is they'll only give you the lowest sale price but thats fine). Or 100% satisfaction guarantee "No questions asked"
Interesting not sure If Ill ever buy another Orvis product again.
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Re: [sinergy] Orvis Customer Service - up2nogood - 10-07-2015
Kinda the opposite reaction I got from Orvis. Had a discount coupon, and wanted to order a fly line, got the same story had to used in a store. Explained that we don't have an Orvis store . They worked it out so I could use it online.
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Re: [sinergy] Orvis Customer Service - flygoddess - 10-07-2015
I worked at the S.L. store. People did abuse the lenient Orvis rules a lot. They would go so far as to break a rod on purpose to get a new one.
I get that they prefer you take it to the store as the store can turn around and sell it as used.
It does suck that there isn't a store here. I would continue to talk to the phone service. I am betting you will get favorable results.
What rod is it, if I may ask?
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Re: [flygoddess] Orvis Customer Service - sinergy - 10-07-2015
What really surprises me is my scenario cant be unique I mean theirs Authorized Orvis outlets all over the country.
So when a person travels, as many people do and buys from a fly shop are they all told to return items back to the fly shop ??
That says to me Orvis isn't supporting the fly shops that in order to get service from Orvis you have to buy directly from Orvis ... which is eff up
Its the Orvis Recon Rod
I thinking Im just going to return the rod for a full refund and buy a Sage not worth the headache.
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Re: [up2nogood] Orvis Customer Service - sinergy - 10-07-2015
Hopefully thats the norm Ive heard great things about Orvis customer service Ive never had to call them for anything in the past but the one time I utilize the service it seems its it was a big let down.
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Re: [sinergy] Orvis Customer Service - BigCountryUT - 10-07-2015
That really sucks. I have only had great customer service with Orvis.
I think it is easier to brush you off on an online chat than it would be on the phone. Like Flygoddess said call them up. Make sure that you talk to someone in the fishing department (I find that the different departments are sometimes not very informed about other departments). If the rep can't/won't help you take it up the food chain and talk to a supervisor.
I find that the agents do really want to help. I think maybe you had the bad luck to deal with an uniformed online chatter. Good Luck.
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Re: [sinergy] Orvis Customer Service - flygoddess - 10-07-2015
[quote sinergy]What really surprises me is my scenario cant be unique I mean theirs Authorized Orvis outlets all over the country.
So when a person travels, as many people do and buys from a fly shop are they all told to return items back to there previous destination ???
That says to me Orvis isnt supporting the fly shop to buy directly from Orvis or youll have a crap time trying to get service... which is eff up
Its the Orvis Recon Rod
I thinking Im just going to return the rod for a full refund and buy a Sage not worth the headache.[/quote]
I get that. I just hope you will be happier with a Sage warranty.[crazy]
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Re: [sinergy] Orvis Customer Service - sinergy - 10-10-2015
Finally heard from Orvis got a call from fishing dept, yes they'll exchange the rod under their 30day return policy.
I guess all Orvis Rods have a 30 day risk free trial period. Which is cool just annoyed the first people I talked to didn't know that.
"30-Day Risk Free Trial. You'll love your fly rod, guaranteed, or we'll refund your money!
[left]If you don't absolutely love your Orvis rod after 30 days, return it for a full refund, no questions asked. That's how confident we are in our fly rods."[/left]
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Re: [sinergy] Orvis Customer Service - BigCountryUT - 10-10-2015
Awesome. I'm glad they took care of it for you.
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Re: [flygoddess] Orvis Customer Service - up2nogood - 10-12-2015
[quote flygoddess][quote sinergy]What really surprises me is my scenario cant be unique I mean theirs Authorized Orvis outlets all over the country.
So when a person travels, as many people do and buys from a fly shop are they all told to return items back to there previous destination ???
That says to me Orvis isnt supporting the fly shop to buy directly from Orvis or youll have a crap time trying to get service... which is eff up
Its the Orvis Recon Rod
I thinking Im just going to return the rod for a full refund and buy a Sage not worth the headache.[/quote]
I get that. I just hope you will be happier with a Sage warranty.[crazy][/quote]
Nothing wrong with the lifetime Sage warranty, broke a 9 foot XP they replaced the entire rod.Took awhile, they no longer sell the XP, but have the blanks.
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Re: [up2nogood] Orvis Customer Service - flygoddess - 10-12-2015
[quote up2nogood][quote flygoddess][quote sinergy]What really surprises me is my scenario cant be unique I mean theirs Authorized Orvis outlets all over the country.
So when a person travels, as many people do and buys from a fly shop are they all told to return items back to there previous destination ???
That says to me Orvis isnt supporting the fly shop to buy directly from Orvis or youll have a crap time trying to get service... which is eff up
Its the Orvis Recon Rod
I thinking Im just going to return the rod for a full refund and buy a Sage not worth the headache.[/quote]
I get that. I just hope you will be happier with a Sage warranty.[crazy][/quote]
Nothing wrong with the lifetime Sage warranty, broke a 9 foot XP they replaced the entire rod.Took awhile, they no longer sell the XP, but have the blanks.[/quote]
Good to hear. Mine cost $60.
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Re: [flygoddess] Orvis Customer Service - up2nogood - 10-13-2015
[quote flygoddess][quote up2nogood][quote flygoddess][quote sinergy]What really surprises me is my scenario cant be unique I mean theirs Authorized Orvis outlets all over the country.
So when a person travels, as many people do and buys from a fly shop are they all told to return items back to there previous destination ???
That says to me Orvis isnt supporting the fly shop to buy directly from Orvis or youll have a crap time trying to get service... which is eff up
Its the Orvis Recon Rod
I thinking Im just going to return the rod for a full refund and buy a Sage not worth the headache.[/quote]
I get that. I just hope you will be happier with a Sage warranty.[crazy][/quote]
Nothing wrong with the lifetime Sage warranty, broke a 9 foot XP they replaced the entire rod.Took awhile, they no longer sell the XP, but have the blanks.[/quote]
Good to hear. Mine cost $60.[/quote]
Mine was $50 , but considering it was nearly a 600.00 dollar rod back then. I didn't feel too bad. Also considering I broke it in two places, and no fault of theirs it was all on me.
I have no idea how Orvis or Winston warranties work or for that matter any of the higher end rods. IMO $50 for a no fault replacement is not bad. If Orvis or others do better then that ,then thats great.
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Re: [up2nogood] Orvis Customer Service - flygoddess - 10-13-2015
They do. They will replace or repair on 2003 and newer for $30. older then 2003 free.
IF the rod is no longer made, they do offer you an upgrade for a more then fair price.
My $495 rod was ungraded to a $800. for $200, and no $30 fee.
Plus, they don't really look into if you are the original owner. If it says Orvis they cover it.
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Re: [flygoddess] Orvis Customer Service - BigCountryUT - 10-14-2015
I had and Access rod I bought about a year ago. They recently discontinued it. I broke the tip. They upgraded me to the Helios 2 for $375 and no $30 fee. They also said that if I get them the tracking number for the rod I was sending back they would send out the new rod right away. I had the new rod in 2 days which was awesome because it would have taken 6 weeks to repair the old one.
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Re: [BigCountryUT] Orvis Customer Service - flygoddess - 10-14-2015
Yes, me and my brother too. I have the Helios and the 2 from their warranty. Love it.
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Re: [sinergy] Orvis Customer Service - OldTroller - 10-14-2015
I bought orvis waders years ago when the store was in salt lake. They claimed a lifetime warranty. Well mine leaked in less than a 100 days on the water. When I took them back they said they no longer honored that warranty. When I got a little loud about it they said they would give me one new pair but that was it. I have never bought another piece of orvis gear since. That's too bad too because the people that worked there were great i.e. Joni and Spencer Higa.
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Re: [flygoddess] Orvis Customer Service - up2nogood - 10-14-2015
[quote flygoddess]They do. They will replace or repair on 2003 and newer for $30. older then 2003 free.
IF the rod is no longer made, they do offer you an upgrade for a more then fair price.
My $495 rod was ungraded to a $800. for $200, and no $30 fee.
Plus, they don't really look into if you are the original owner. If it says Orvis they cover it.[/quote]
Been reading a little on these no fault warranty it seems that Orvis came out with it first, and being blamed for the big increase in fly Rods the past few years. To blame or not rods have gotten a bit out of hand at 8 or 9 hundred.
Its seems that even Sage has changed their warranty a bit. It was $50 now $60. A year ago when I had my XP Sage replaced their policy was if I remember, they would replace it with another rod of equal value if the rod was obsolete with no charge other then the $50. In my case they still have XP blanks, so were able to replace with the identical rod.
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Re: [OldTroller] Orvis Customer Service - wormandbobber - 10-14-2015
I, too, purchased a pair of Orvis waders that began leaking not long after they were purchased. I sent them back and asked to have them repaired...within a month, I had a brand-new pair of waders at my house. I was more than happy with their customer service!
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Re: [OldTroller] Orvis Customer Service - sinergy - 10-14-2015
[quote OldTroller]When I got a little loud about it they said they would give me one new pair but that was it. I have never bought another piece of orvis gear since. [/quote]
Thats kinda what irritates me and I'm not bagging on Orvis just speaking in general about any company. But I had to do the same "get loud" by getting a supervisor. Maybe Im asking too much but one shouldn't have to proverbially push or "get loud" in order to get a company to honor what they advertise.
I mean I get people asking questions to figure out the situation, but once issue been established and qualifies under the guidelines of what the company expects for a return/exchange. Then being told the opposite of what was advertised is in my opinion a very bad model.
Ive returned and exchanged a number of Sage and Redington Rods purchased from Cabelas and other places then contacted Sage and was told to just send in the rod and payment and it will be repaired or replaced. Redington even sent me a entirely new rod tip section in addition to repairing my rod tip.
I dont know... I sure im making a mountain out of a mole hill but
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Re: [up2nogood] Orvis Customer Service - flygoddess - 10-14-2015
[quote up2nogood]
Been reading a little on these no fault warranty it seems that Orvis came out with it first, and being blamed for the big increase in fly Rods the past few years. To blame or not rods have gotten a bit out of hand at 8 or 9 hundred.
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Except T&T had 8 and 9 hundred dollar rods, then Winston and Sage. Orvis was like last to do it.
On a different note, going fishing Saturday at Strawberry[
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