Re: Ross Reel's EXCELLENT customer service....
Unfortunately, I have been having a bad customer service experience with Ross. The drag gears on my Flystart reel wore out after a couple years, and I sent it to Ross expecting to have it repaired. Instead, someone from 3M contacted me, asking me to pay a fee (although they initially didn't say how much). After I asked, they explained that they only replace reels, not repair them, and that the "repair fee" for replacement was $20. I chose not to pay this fee (why pay $20 for a broken 10 cent part?), and instead of sending my reel back, they keep emailing me trying to convince me to pay the repair fee. Very frustrating.
I had contacted Ross a couple years ago and they told me to just send the reel in and they would replace it. Since then they have been acquired by 3M, and I assume this is the cause for the change in customer service. Has anybody else had problems with Ross customer service since 3M took over?