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Stephen Mattox

Orvis customer service strikes again

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Default Orvis strikes again
Some may remember my post from 2015 of breaking my Orvis Clearwater rod and Orvis' customer service. I traded up to the Helios2 with tip flex. After two years, I just could not make friends with that rod. I'm sure it was my casting ability rather than the rod. Thinking I should have opted for the mid flex, I went into an Orvis store in Carmel, IN.

I walked in and a gentleman asked if he could help. I explained my purpose for the visit, and he immediately rigged a mid-flex and took me out to the parking lot, where I began casting. While doing so, I related my story and he told me to bring in my old rod and he would swap it with the mid-flex. I reminded him the rod was two years old, but he said it didn’t matter. I told him I was pretty sure it was pilot error. He still said it didn’t matter. First problem; I don’t live in Carmel. Not a problem, he says, just mail it and we will send you the new rod. Okay, second problem; I won’t be home until Saturday July 1, and am leaving for Colorado on Saturday July 8. Realizing, even with express shipping, the holiday might interfere with my getting the rod in time, Ben goes to the stockroom, and comes out with the rod tube and a shipping container. He says “You’re taking your rod with you today”. He printed a mailing label, affixed it to the container and handed me my new rod and the container for my old rod and says “Have a great trip to Colorado”. How can you not love a company like that!?

Lots of companies offer quality merchandise, some better than Orvis, but how many offer this kind of customer service, these days? This is why I'm an Orvis guy.

Thanks,
steve
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