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Open Forums => Open Boards Viewable By Guests => Gear => Topic started by: Malcolm on July 31, 2011, 11:39:29 PM

Title: Hardy v Orvis customer care.
Post by: Malcolm on July 31, 2011, 11:39:29 PM
For the third time I snapped a section of my 6 piece Hardy Gem. Not through aerialising 80 ft of competition line as I did with my Sage TCR but straightforward fishing. It just snapped. Not only that but my mate John whose picture is in quite a few of my posts on here also bought one - on my recommendation. His has snapped three times too.

Now I think there is a basic flaw in these rods and for the past three weeks I have been involved in a frank exchange of views with Messrs Hardy on the subject. As a result They have agreed so far to come down from the original replacement cost of £140 to £50.  Now I think this is quite wrong. Indeed I believe they should be recompensing me for the original two breaks which I paid for. However, they play a very hard ball do Messrs Hardy. You would think that a customer who has spent over £3000 on their kit over the past 12 years or so would be worth holding on to!

What a difference to the stories on here of exemplary service from Orvis. 
Title: Re: Hardy v Orvis customer care.
Post by: Wildfisher on August 01, 2011, 07:27:22 AM
Love 'em or loathe 'em - when it comes to customer service American companies know what is required. Any American coming to live in the UK and especially  in Scotland would be appalled at the "if ye dinnae like it then get tae f**k"  attitude so often encountered at every level from pubs upwards.
Title: Re: Hardy v Orvis customer care.
Post by: Otter Spotter on August 01, 2011, 10:59:18 AM
As a comparison I broke a section on a Sage and a section on a Hardy I duly sent off each bit to the respective companies the Sage via the uk rep and the Hardy direct to Hardy. I got the Sage section back quicker than the Hardy section and when I phoned Hardy I was made to feel like I was annoying them by having the cheek to be wondering where my rod section was. As I recall Sage charged me £40 (I bought the rod 2nd hand and it was originally purchased in the US otherwise it would have been £20), Hardy charged me £50.
I would never buy another Hardy rod of the two I have owned I have had problems with them both whereas with Sage the only problems I have had are of my own doing the build quality has been excellent.
I also have a Hardy Demon 7000 reel which kept coming apart. Apparently I was unfortunate enough to be one of the first to purchase one and the built in design flaw was known but not widely acknowledged. I was cursing it one day in Anglers choice in Dundee and Robbie in there took it to bits and fixed it for me rather then going through the pain of sending it back to Hardy. So much for buying 'British'.
Title: Re: Hardy v Orvis customer care.
Post by: scotty9 on August 02, 2011, 12:50:32 AM
My broken rod is in the post today, will report back shortly on how I find Orvis customer service.
Title: Re: Hardy v Orvis customer care.
Post by: Malcolm on August 02, 2011, 12:53:55 AM
I really like the Hardy copolymer Craig. It's thick for it's stated breaking strain but that's because they rate it for wet, knotted strength rather than dry unknotted as most others do.
Title: Re: Hardy v Orvis customer care.
Post by: Gola on August 03, 2011, 11:56:40 AM
A couple of weeks ago I dropped my Orvis Battenkill large arbour reel and broke the handle off (the spindle the handle was mounted on snapped). I rang Orvis who immediately said put in the post and we will repair, however I explained that I was going off on a weeks fishing trip a couple of days later and would be able to repair myself if I could get the parts.
I was transferred to a very helpful guy who ascertained which reel I had, took my address and assured me he would put the parts in the post. The spare handle, spindle, screws, and washer where delivered next day by first class post. I wasn't asked at any time where I had bought the reel, was I the original owner (I was) or any other details, and there was no charge whatsoever not even postage.

Guess where my money will go when I'm next buying new tackle.
Title: Re: Hardy v Orvis customer care.
Post by: Wildfisher on August 03, 2011, 12:16:33 PM
Quote from: Gola on August 03, 2011, 11:56:40 AM
Guess where my money will go when I'm next buying new tackle.

Smart company aren't they!   :D
Title: Re: Hardy v Orvis customer care.
Post by: Malcolm on August 03, 2011, 01:44:33 PM
Hardy have just lost a customer. One who has paid out several thousand pounds on their gear over the years. Their attitude stinks.

They simply ain't going to move any further. Don't get me wrong had it been my fault then fair dos - I know what their terms are and many aren't keen on the limitless warranty. However two lightly used rods, 6 breaks and a response along the lines of "the rod lasted it's 12 months so what are you looking for"?

In comparison my 20 year old David Norwich 6/7 weight has been used probably 80 times a season at least, has landed several hundred salmon and seatrout despite my ungentle playing of them been used with lines up to a 9 weight at times, been through 2 re-rings and is still going strong.
Title: Re: Hardy v Orvis customer care.
Post by: River Chatter on August 04, 2011, 10:42:36 AM
Gola's post about his reel reminds me of similar incident, but nothing to do with a breakage, which helps to confirm that Orvis's customer care approach isn't new.  I bought the old style battenkil 7/8 many years ago and liked it so much that I decided to order up another in a 5/6 for my river rod.  It arrived with a tapered handle instead of my preferred shape with a bulbous end that to me feels better in the hand.  So I called them up to see if I could by this handle shape and was promptly sent one free of charge.  It's been said on this forum loads of times but I'll say it again - Orvis are great.
Title: Re: Hardy v Orvis customer care.
Post by: aliferste on August 04, 2011, 05:42:53 PM
You guys might be interested in this: http://urbanflyfisher.com/hardy-v-orvis-customer-care/ (http://urbanflyfisher.com/hardy-v-orvis-customer-care/)

Hardy and Orvis responded in the comments!
Title: Re: Hardy v Orvis customer care.
Post by: River Chatter on August 04, 2011, 06:24:41 PM
Pretty impressive that Orvis and Hardy got involved in that thread.  Easier for Orvis to do for obvious reasons, but credit to hardy for chiming in.  Having said that a more concrete and detailed statement of intent to improve customer care from Hardy would have been better than stating that more staff have been employed and everything else is being reviewed.  It doesn't say if the new staff members attended interview with a rod up their arse and a condescending attitude or made do with a friendly handshake though and a smile!
Title: Re: Hardy v Orvis customer care.
Post by: Wildfisher on August 04, 2011, 06:49:02 PM
Talk is one thing. We shall see if it improves. Orvis have nothing to prove of course.

I have only had one negative experience with Orvis and it was the local  store in Banchory. They did not follow up  a pre-sales opportunity with the  Hydros mid-flex 4 weight I was looking  to buy.  Now I am not  going to chase any company to take my money, not even Orvis.  Perhaps  they just forgot?   Anyway, the moment was lost and I bought a Sage ZXL.

That was a one off and I was not at all surprised,  so it would not put me off dealing with Orvis, just the local Orvis store. The River Guard wading boots I bought from Orvis's web site are just brilliant as was the service. They trolled their UK stores to get a pair to  fit me ASAP.  Top marks.  My son just bought a pair for himself, on my recommendation,  - online - not from the local store.   


Title: Re: Hardy v Orvis customer care.
Post by: scotty9 on August 09, 2011, 08:51:36 PM
Update on the Orvis rod repair... posted on the 1st August, they posted the rod back on the 5th (Friday) and I received it yesterday morning. Can't complain with that service.
Title: Re: Hardy v Orvis customer care.
Post by: Wildfisher on August 10, 2011, 09:53:02 AM
Yes, great service. It's because of this  I still have confidence to deal with Orvis nationally, but certainly not locally.

Title: Re: Hardy v Orvis customer care.
Post by: Wildfisher on August 18, 2011, 08:54:06 PM
Black mark for Orvis I'm afraid. I ordered a Clearwater Packable Jacket online and typed in my credit card number wrongly. This led to an unacceptable delay  in shipping.

Clearly Orvis  should have been able to anticipate this,  use their telepathic skills to contact me subliminally  and correct the error automatically without causing me any inconvenience

Disappointing.  They are clearly starting to allow customer service standards  to slip. :lol:

Title: Re: Hardy v Orvis customer care.
Post by: alancrob on August 18, 2011, 09:09:47 PM
If they had even Googled your name I am sure the full card details would be there!

A.
Title: Re: Hardy v Orvis customer care.
Post by: Ythanjoe on August 18, 2011, 10:42:31 PM
Malcolm,
If your rod was the hardy gem smuggler 7wt you can have mine, two sections are broken so can't be arsed with the Hardy replacement section fees, maybe it will morph into one working rod :D

Took a pair of Orvis silver label waders back earlier this week, as they leaked at the neoprene sock after just one season, without any issues I came away with a pro guide pair, its their top of the range model, they couldn't have given me a better deal, excellent  :D
Joe
Title: Re: Hardy v Orvis customer care.
Post by: Malcolm on August 19, 2011, 11:48:20 AM
Thanks Joe

Unfortunately mine is the 5 weight. I eventually paid (£50) for a new section - but never again will I buy another rod from Hardy.
Title: Re: Hardy v Orvis customer care.
Post by: aliferste on August 20, 2011, 08:37:15 AM
Did you contact Cat Malcolm?

I was kinda hoping that this might have a reasonably happy ending for you?
Title: Re: Hardy v Orvis customer care.
Post by: Malcolm on August 20, 2011, 05:11:01 PM
Yes I did but only yesterday.
Title: Re: Hardy v Orvis customer care.
Post by: Robbie on September 05, 2011, 10:20:04 AM
Just want to add another endorsement for Orvis customer service.  I recently contacted Orvis regarding a pair of waders which had begun leaking from the crotch.  I had only used the waders a handful of time a season but have had them for several season so felt I was chancing my arm a bit.  Orvis requested that I send them the waders with a covering letter, a week after they had received them I had not heard anything so phoned to find out what was happening.  I was told that a pair of waders would be with me by the end of the week.

A was expecting to receive my original waders, hopefully repaired, and was very surprised to open the packed and find a new pair of replacement waders.  I could not praise Orvis enough for the level of service they provide.  After this experience and hearing how people have been treated by other companies, I will have second thoughts about significant amounts of money with any other company than Orvis.

I do have a Hardy rod and now dread anything happening to it.