Visit the wildfisher the online magazine site packed with 100s of great articles. Please consider a donation to help with the running costs of this forum.



E.U. Privacy Directive. This site uses cookies to enhance your site experience and provide functionality. Please leave now if you do not consent to this.

Author Topic: Hardy v Orvis customer care.  (Read 2420 times)

0 Members and 1 Guest are viewing this topic.

Offline Malcolm

  • Honoured Member
  • *****
  • Posts: 4728
  • Gender: Male
Hardy v Orvis customer care.
« 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. 
There's nocht sae sober as a man blin drunk.
I maun hae goat an unco bellyfu'
To jaw like this

Offline admin

  • Administrator
  • *****
  • Posts: 30450
  • Country: scotland
  • Gender: Male
  • Lagopus lagopus scotica Scotland's National Bird
Re: Hardy v Orvis customer care.
« Reply #1 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.
Respect the edge.

Offline Otter Spotter

  • Senior Member
  • *****
  • Posts: 1161
  • Country: scotland
  • Gender: Male
  • Remember, dont forget.
Re: Hardy v Orvis customer care.
« Reply #2 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'.
I used to be a surrealist but now I'm just fish.

Offline claretbumble

  • Senior Member
  • *****
  • Posts: 2218
  • Country: scotland
  • Gender: Male
Re: Hardy v Orvis customer care.
« Reply #3 on: August 01, 2011, 10:42:43 PM »
Orvis every time. Faultless customer service. Too bad thsy didn't make a rod I wanted, and got the Sharpes. I will, however, get another Orvis at some point.
Life's not fair.
There are no guarantees.
The goalposts will move.

Offline scotty9

  • Member
  • ****
  • Posts: 2256
  • Country: sc
  • Gender: Male
  • Fish bum
    • Blog
Re: Hardy v Orvis customer care.
« Reply #4 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.

Offline Malcolm

  • Honoured Member
  • *****
  • Posts: 4728
  • Gender: Male
Re: Hardy v Orvis customer care.
« Reply #5 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.
There's nocht sae sober as a man blin drunk.
I maun hae goat an unco bellyfu'
To jaw like this

Offline Gola

  • Senior Member
  • *****
  • Posts: 53
Re: Hardy v Orvis customer care.
« Reply #6 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.

Offline admin

  • Administrator
  • *****
  • Posts: 30450
  • Country: scotland
  • Gender: Male
  • Lagopus lagopus scotica Scotland's National Bird
Re: Hardy v Orvis customer care.
« Reply #7 on: August 03, 2011, 12:16:33 PM »
Guess where my money will go when I'm next buying new tackle.

Smart company aren't they!   :D
Respect the edge.

Offline Malcolm

  • Honoured Member
  • *****
  • Posts: 4728
  • Gender: Male
Re: Hardy v Orvis customer care.
« Reply #8 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.
There's nocht sae sober as a man blin drunk.
I maun hae goat an unco bellyfu'
To jaw like this

Offline River Chatter

  • Senior Member
  • *****
  • Posts: 2385
  • Gender: Male
Re: Hardy v Orvis customer care.
« Reply #9 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.

The Wild Fishing Forum

Re: Hardy v Orvis customer care.
« Reply #9 on: August 04, 2011, 10:42:36 AM »