My St. Croix Experience 2024
Got1Fishing reply :
Hey fellas,
Just wanted to share my experience with St. Croix with you guys... I own a TBC72MM which is a Legend Tournament Bass Small Cranker... While I was cranking a KVD crankbait, the first line guide on my rod, just fell off... it came loose and slide down the line... I called St. Croix up, explained the issue, they said they would take a look at it and that the problem sounded like it would be covered under warranty. Sent it in and got a call from a service representative, and he told me he apologized for the inconvenience, and that that shouldn't have happened, and it would be covered by the warranty. He was very polite, and encouraged me to reach out to them about getting my schools bass fishing team sponsored by them. He also offered me another discount valid for 30 days on any Legend series rod the inconvenience. Got my rod in the mail today, BRAND NEW ROD!!! 
I couldn't believe my eyes... needless to say, I think they have established my loyalty as a customer.
Missourifishin reply :
Thanks for sharing. As someone who is looking to buy a St Croix, I'm glad to hear that they stand behind their product.
tomustang reply :
They're the best for a reason
Jolly Green reply :
It is nice that they stand behind their product. I've heard some companies won't warrant line guide issues like that because it might be cheaper to pay someone to replace it than to incur warranty expenses. Maybe, but that still seems pretty bush to me. Glad it worked out!
Grizzn N Bassin reply :
glad it worked out for you they have awesome customer service
JeziHogg reply :
St Croixs customer service is 2nd to none. Not only do they make THE BEST RODS ON EARTH, they also stand by there product 100%.
Bluebasser86 reply :
I own around 15-20 St Croixs and if I ever have to send one in all the positive stories about their great customer service gives me confidence that I'll be taken care of.
SirSnookalot reply :
The rod has to be packed up, taken to the post office or be home for the mailman to pick it up, pay for the shipping, then wait how long before the rod shows up at your home. If I were in charge of customer service for any rod company I would make arrangements with local tackle shops to repair a guide on the spot and bill the company. Saves not only time for the consumer but the rod manufacturer is going to save both time and money in their own facility, surprises me no one seems to have this program. IMO the only good warranty is over the counter repair or replacement. Convenience never hurts any companies future sales, but inconvenience can.
It's nice you received a new rod.
catchnm reply :
I got a brand new Avid through the Gold Star Service Plan last year after I slammed the pick-up door into mine. 
Second to none indeed!
JeziHogg reply :
I snapped the tip on my DS Mojo spinning rod, I called them and ask about the Gold Star upgrade program. He told me there was no problem upgrading to the Legend Tournament Bass and to save me on shipping he just told me to chop up the rod and put it into a small box to save on shipping.
skeletor6 reply :
I agree with snookie here. Having to pay and go through the hassle of shipping a rod downgrades the warranty. Prepaid shipping labels would help, but overall, the over the counter lifetime Exchange warranties trump any process where one had to pack a rod, pay to ship a rod, wait for the rod to ship, wait for them to process it, wait for it to ship back.On 10/16/2013 at 3:44 PM, SirSnookalot said:The rod has to be packed up, taken to the post office or be home for the mailman to pick it up, pay for the shipping, then wait how long before the rod shows up at your home. If I were in charge of customer service for any rod company I would make arrangements with local tackle shops to repair a guide on the spot and bill the company. Saves not only time for the consumer but the rod manufacturer is going to save both time and money in their own facility, surprises me no one seems to have this program. IMO the only good warranty is over the counter repair or replacement. Convenience never hurts any companies future sales, but inconvenience can.
It's nice you received a new rod.
Its alot easier to walk into your BM store and say this broke and swap it for a new one.
How long did the entire process take? How much did it cost you?
JeziHogg reply :
If its the fault of the rod all you have to do is pay for the shipping, they ship it back free and no fees for the rod. If you use the Gold plan and its a fault of your own it costs shipping on your end +$50 (that includes shipping back) to replace the rod. If its your fault and you use the gold plan + upgrade it costs you $50ish dollars less of the actual price of the rod ie My Mojo DS costs $110, I upgraded to the DS Tournament which retails for $260ish so the actual price of the DS Tournament is $200 + Free shipping on there end, plus another +15ish dollars to ship to Wisconsin.
Edit *Took about a week for the rod to get to me, but I also get express 1-2 business days.
skeletor6 reply :
On 10/17/2013 at 12:25 AM, JeziHogg said:If its the fault of the rod all you have to do is pay for the shipping, they ship it back free and no fees for the rod. If you use the Gold plan and its a fault of your own it costs shipping on your end +$50 (that includes shipping back) to replace the rod. If its your fault and you use the gold plan + upgrade it costs you $50ish dollars less of the actual price of the rod ie My Mojo DS costs $110, I upgraded to the DS Tournament which retails for $260ish so the actual price of the DS Tournament is $200 + Free shipping on there end, plus another +15ish dollars to ship to Wisconsin.
Edit *Took about a week for the rod to get to me, but I also get express 1-2 business days.
So you have to pay and wait a week because their rod broke, even if it is admittedly their fault?
Seems easier to just go to a store and exchange. You get your rod the same day and there isn't the cost and hassle of shipping. Shipping rods for me is always over $20
flyfisher reply :
I have used st croix warranty on fly rods a few times and never a complaint for me. Depending on your local fishing store they may repalce the rod on the spot if they know that the rod will be replaced.
99% of breaks are user error and it is pretty rare that a rod isn't covered under warranty which is usually a $50 fee or so.
SirSnookalot reply :
A company should send out prepaid shipping labels, not too many do in any industry, I've gotten them with some types of products for a warranty claim. Whether it's a rod or reel why should I have to pay for shipping when I didn't create the problem. The quality of the rod is not in question, but it did have to go back, what I question is the warranty process for most companies. As cooperative as they are, they just as soon make things difficult to discourage people using the warranty especially for a lower end item.
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99% of breaks are user error and it is pretty rare that a rod isn't covered under warranty which is usually a $50 fee or so.
flyfisher reply :
On 10/17/2013 at 1:20 AM, SirSnookalot said:
A company should send out prepaid shipping labels, not too many do in any industry, I've gotten them with some types of products for a warranty claim. Whether it's a rod or reel why should I have to pay for shipping when I didn't create the problem. The quality of the rod is not in question, but it did have to go back, what I question is the warranty process for most companies. As cooperative as they are, they just as soon make things difficult to discourage people using the warranty especially for a lower end item.
Paying a fee to have a warranty honored is B.S., rod breaks and it's their fault the entire exchange should be free of charge.
While I agree i am saying that the majority of breaks are not warranty issues and the companies are more or less providing a replacement for a nominal fee. What most people call a warranty replacement really isn't a warranty replacement.
DaveT63 reply :
I have had to deal with St Croix CS twice for broken rods. Both breaks were my fault, so I paid the $50 charge for the new rod. Still much cheaper than buying a new Avid or Elite. As for shipping, St Croix has an agreement with Fedex to help with shipping. You can pre-print a shipping label for $15 that covers shipping to St Croix. They cover shipping back. Again, cheap if it's your own fault. I can agree with the thought that a true warranty problem shouldn't cost the consumer shipping.
Some places, like where I live, quality rods with over-the-counter warranties are just not available, so sometimes that option is not as easy as some make it sound.
J Francho reply :
On 10/17/2013 at 12:42 AM, skeletor6 said:Shipping rods for me is always over $20
Shipping through the Saint Croix Website is only $10.
kschultz76 reply :
Shimano and other 'over the counter' warranty replacements only do you any good if you live close enough to a dealer that the drive costs you less then shipping. For me if I had to drive to BPS or Cabelas it would cost me about $50 bucks in gas, plus tolls, and whatever else I couldn't resist purchasing while I'm there.
If you have to ship your rod back to Shimano because you can't get to a dealer for replacement, guess what, you have to pay the shipping both ways. And Shimano's warranty is only a warranty - if you broke it out of sheer accident/stupidity its not covered.
So with St. Croix or Dobyns you get a lifetime warranty and replacement plan no matter how it got broken. Even with the $20-30 in shipping I don't think anyone beats St. Croix or Dobyn's published warranty/service plans.
Like others I've had great service with St. Croix.
That being said sure it would be nice if all companies ate the shipping on true manufacturer defect warranty returns, but I've never dealt with a company in the fishing industry or any other industry that does. I certainly don't think St. Croix should be dinged because they operate like everyone else in this respect, but otherwise provide top notch service and stand 150% behind their product.
JeziHogg reply :
On 10/17/2013 at 1:20 AM, SirSnookalot said:Paying a fee to have a warranty honored is B.S., rod breaks and it's their fault the entire exchange should be free of charge.
Its free if its their fault, and as far as I'm concerned St Croix is doing you a favor by replacing a rod for only $50 if it was broken because of your negligence.
ww2farmer reply :
I have used St Croixs warranty multiple times, no complaints, I don't have any sort of man crush on it, so I am not going to say it's the best, but it's good, reasonable, and they are prompt. I have also used Abu Garcia/Pure Fishing's warranty service a few times now too, and they are top notch as well. IMHO the Shimano over the counter warranty on rods is tough to beat, providing you don't have to drive halfway across the state to the store, or the Shimano retailer has the rod you are replacing in stock. I have had a few rods from different company's that were NOT easy to deal with............I won't name names, but it begins with a "K" and ends with "istler". And I wasn't wild about my lone exp. with G. Loomis 15 years ago either. I break a lot of rods, 99% of them my fault, Abu and St Croix don't care, they cover it, often for nothing, the least I can do is pay for the shipping to send it in, I consider it the cost of being stupid...LOL
Got1Fishing reply :
All I'm saying is I don't mind paying even $100 to have a $250 dollar rod replaced. I'm great flu for what St. Croix did. You just can't please everybody I guess. Even if it is user error, they are doing you the favor of giving you a new one for a small price, seems to me the least you could do is pay the shipping there and back... Beats having to buy a new rod.
SirSnookalot reply :
I think $50 is great deal to get a new rod.
I do consider myself lucky having places local for over the counter exchange, but even luckier with the brands I use never having to deal with a broken rod, whether manufacturer defect or my my fault. Needing to use the warranty multiple times with 1 manufacturer, hmmm, I might be looking for a new rod company.
J Francho reply :
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Shimano and other 'over the counter' warranty replacements only do you any good if you live close enough to a dealer that the drive costs you less then shipping.
Or a dealer that even honors the warranty. The Gander near me does not honor them.
AK-Jax86 reply :
On 10/16/2013 at 3:44 PM, SirSnookalot said:The rod has to be packed up, taken to the post office or be home for the mailman to pick it up, pay for the shipping, then wait how long before the rod shows up at your home. If I were in charge of customer service for any rod company I would make arrangements with local tackle shops to repair a guide on the spot and bill the company. Saves not only time for the consumer but the rod manufacturer is going to save both time and money in their own facility, surprises me no one seems to have this program. IMO the only good warranty is over the counter repair or replacement. Convenience never hurts any companies future sales, but inconvenience can.
It's nice you received a new rod.
WELL SAID!
skeletor6 reply :
On 10/17/2013 at 5:44 AM, kschultz76 said:Shimano and other 'over the counter' warranty replacements only do you any good if you live close enough to a dealer that the drive costs you less then shipping. For me if I had to drive to BPS or Cabelas it would cost me about $50 bucks in gas, plus tolls, and whatever else I couldn't resist purchasing while I'm there. If you have to ship your rod back to Shimano because you can't get to a dealer for replacement, guess what, you have to pay the shipping both ways. And Shimano's warranty is only a warranty - if you broke it out of sheer accident/stupidity its not covered. So with St. Croix or Dobyns you get a lifetime warranty and replacement plan no matter how it got broken. Even with the $20-30 in shipping I don't think anyone beats St. Croix or Dobyn's published warranty/service plans. Like others I've had great service with St. Croix. That being said sure it would be nice if all companies ate the shipping on true manufacturer defect warranty returns, but I've never dealt with a company in the fishing industry or any other industry that does. I certainly don't think St. Croix should be dinged because they operate like everyone else in this respect, but otherwise provide top notch service and stand 150% behind their product.
I am guessing you have not used their services. Feel free to speculate, but that simply is not true.
J Francho reply :
On 10/18/2013 at 12:58 AM, skeletor6 said:I am guessing you have not used their services. Feel free to speculate, but that simply is not true.
I have, and the "over the counter" was not honored by the retailer. I had to deal direct with Shimano anyway. Rod broke on a hookset. Store manager said, and I quote, "I don't care how you broke it, we do not accept over the counter returns for rods. Period." So, as you can see, the mileage on the "over the counter" warranty does vary a bit. Now, a 13 year old (and discontinued) rod with a busted reel seat? Ship it back to St. Croix for $10. Two weeks later, rebuilt rod from the fore grip down. Thanks. I get the same rod I love back, and in the condition it was before it broke. Way better than fighting with a egotistical department manager drone for a replacement.
QUAKEnSHAKE reply :
http://www.shimano.com/publish/content/global_fish/en/us/index/customer_service0/Rod_Warranty.html
"However, if they come to us appearing to be broken in a car door, look like they have been used excessively, or we were informed by the customer that it was broken in an accident, then Shimano will NOT warranty them."
"Retailer and wholesaler outlets are not required to perform warranty repairs or exchanges on behalf of Shimano or Shimano Canada Ltd. / LTÉE, nor are they authorized to modify this warranty in any way."
Cause its raining have nothing to do I googled Shims OTC warranty and found many instances of non-compliant retailers
So you buy a rod thinking you have a great OTC warranty to find out when you nead it your SOOL send it to shimano think this would sour people moreso.
I have a clarus and cumara would be ticked if the OTC wasnt honored.
My dealing with Criox was good. My avid was snagged and trying to free it the line snapped then the rod whipped into the roof I was under snapping the rod sent it in with note and week later rod in hand cost me $30 shipping&fee. For being my fault that acceptable.
kschultz76 reply :
On 10/18/2013 at 12:58 AM, skeletor6 said:I am guessing you have not used their services. Feel free to speculate, but that simply is not true.
As others have pointed out, I'm not speculating. I'm quoting what Shimano states clearly on their website about their warranty process for all to read. Not saying its good or bad, or judging their quality or service.
Diggy reply :
Lots of good info in this thread with experiences. That's why I love Abu's customer service so much. Send an email or call, send required info with pics and they ship out a new rod. Nothing to ship back and 0-9.95 cost. BPS is also great with otc returns.
skeletor6 reply :
Ive personally heard of and experienced multiple instances of shimano taking care of folks who broke rods on their behalf. Dig a couple weeks you'll find a gentlemen who who received a brand new glx for his old bsr852. But your right. They dont do it.On 10/18/2013 at 4:18 AM, kschultz76 said:As others have pointed out, I'm not speculating. I'm quoting what Shimano states clearly on their website about their warranty process for all to read. Not saying its good or bad, or judging their quality or service.
Furthermore its policy they replace cumaras no longer in stock with the new red versions that are well above a retail price. Nontheless shimanos fall back plan of having to mail it in is at least equivalent to st croixs. That is if your b&m won't honor the exchange.
I still say having to mail it on your dime is shite compared to an otc exchange.
J Francho reply :
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Furthermore its policy they replace cumaras no longer in stock with the new red versions that are well above a retail price. Nontheless shimanos fall back plan of having to mail it in is at least equivalent to st croixs. That is if your b&m won't honor the exchange.
I still say having to mail it on your dime is shite compared to an otc exchange.
Except that it cost me about $30 to ship my rod back to Shimano, using the "fallback method." St. Croix allows you to print a shipping label for $10. You know this going in.
SPEEDBEAD. reply :
On 10/17/2013 at 10:13 PM, J Francho said:Or a dealer that even honors the warranty. The Gander near me does not honor them.
That's how it works at my store. No returns on Shimano/Loomis or St. Croix. That directive comes from the manufacturer, not the store.
MacP reply :
My local tackle store does over the counter warranties on Shimano and Okuma.
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