Shimano Customer Service 2024
iceintheveins reply :
Anyone here have much experience with their customer service? I sent my broken spooled curado in a week from yesterday, and they still haven't even looked at it, nor do they even have it in their system I was told. Meanwhile, from my pro qualifier that had the broken spool, I already got my replacement reel from Bass Pro Shops today. What a huge difference. I am not happy with Shimano right now. They told me to call back on Monday.
Jake P reply :
I had issues with the reps on the phone but when i sent in my symetre i had it back in the time i was qouted. Good luck and keep bugging them.
SirSnookalot reply :
My experience with Shimano service has not been good, in fact not good at all. Like the OP one of my reels was not in the system, finally got it back 6 weeks later only to be denied warranty as they said I did not use their oil. Another time I needed a line roller bearing for a stradic, the part were on back order until Feb, I called in October. I've had good communications with some of their reps, and very poor ones with others, Shimano is a last resort option for me.
This is not a reflection on their products, some are very good.
smalljaw67 reply :
I had 2 Symetres, one the bearings failed and the other had a bad bail spring, when I contacted Shimano I was told too bad and maybe I should have purchased one of their better reels....WOW, these reels were basically 100 bucks a pop and they told me to buy better ones, well I did, just not from Shimano. I know they make some great reels but dealing with a bad rep sure puts a bad taste in your mouth. The funny thing is I'm not a brand loyal guy, I have Quantum reels, Diawa, Pflueger, Okuma, Abu Garcia, and Shimano up to the point were they lost me as a customer but they do make some great tackle.
jeb2 reply :
I've had mixed experiences with them. Shimano handles all the Loomis stuff directly now. In the past, when Loomis was doing it themselves, the service was great and turn around time was short, usually about 2 weeks on a rod. Now it's well over a month. It took almost 6 weeks for them to replace a defective NRX for me recently. And my local dealer complains quite a bit about the service since they forced all the calls to go directly to Shimano.
I've called them a few times while considering new Loomis rods. The Shimano folks know next to nothing about the Loomis rods, in my experience. They've even transferred me to folks that are suppose to be more knowledable on the products. Not. Basically parrot back to me what is on the Loomis website. With rods that cost as much as most of the Loomis ones do, the least you'd think they could do is have pre-sale calls go to someone who actually works at Loomis and knows what they're selling.
So, like others here, I think they have some great products. But feel they need to pick it up some in the customer service area.
0119 reply :
Loomis rods are sent to a different location, a different state even than the reels are sent to. I cant see how the rods should tax the personnel at Shimano Americas offices.
Ive been waiting fince last August for a back ordered chromed plastic cover for a CI4 4000. Since January for a bail arm assembly for a CI4 2500.
I would expect BPS to do the same with their inhouse reels as Spirit Lake does with Revos. Simply send replacement as they do no repair work there. All damaged goods are sent back to Asia in bulk just as Quantum does.
jeb2 reply :
BPS does apparently fix and/or refurb at least some of their reels. They have an "outlet" store next to the Springfield, MO BPS and the reel cases are full of Johnny Morris reels that have been refurbed. Some other brands too, but mostly the BPS stuff.
LuckyHandsINC. reply :
Purefishing also does repair work.
A-Rob reply :
I prefer taking it to one of the Shimano satellite warranty centers.
They are family owned tackle shops that are licensed to repair your shimano...they tend to be more consistent with the friendly service you expect from the local tackle store
Bair reply :
On 6/4/2012 at 4:57 AM, A-Rob said:I prefer taking it to one of the Shimano satellite warranty centers.
They are family owned tackle shops that are licensed to repair your shimano...they tend to be more consistent with the friendly service you expect from the local tackle store
Yeah, or they just replace it and send the bill to Shimano
SirSnookalot reply :
This topic regarding Shimano popped up yesterday on my SW board, unlike BR it is not as much pro Shimano. People were looking for alternatives to sending their reels back to California. Satellite centers do ok work but they may run into a parts problem as well. A couple of years ago I take a reel into an authorized center, not only for Shimano but other brands as well. I needed a bearing replacement for my brand xyz reel, the bearing was not in stock so the tackle store just swapped with a bearing of lesser importance, they told me that. If they will do it on brand xyz, they will do it Shimano as well. I won't mention the tackle store's name, except to say it's a big operation in Palm Beach county, with a great reputation, I'm sill looking for an alternative.
roadwarrior reply :
I have found their customer service to be exceptional.
Our ole friend, Dan Thornberg is a designer and head
of Customer Service. If you have an issue with Shimano,
contact him direct...Dan answers the phone!
iceintheveins reply :
On 6/4/2012 at 6:38 PM, roadwarrior said:I have found their customer service to be exceptional.
Our ole friend, Dan Thornberg is a designer and head
of Customer Service. If you have an issue with Shimano,
contact him direct...Dan answers the phone!
Thanks man!
iceintheveins reply :
They just got my reel in today and the tech is going to look at it. If it's just the spool that's the issue they will pop in it and send it back quickly they said. Shouldn't take 4 weeks to do that they told me.
tomustang reply :
On 6/3/2012 at 6:21 PM, smalljaw67 said:when I contacted Shimano I was told too bad and maybe I should have purchased one of their better reels
They pulled the same crap on me. "Should've bought a better rod, I did, and now own over 10 Croix's. Customer service goes a LONG way.
On 6/4/2012 at 6:38 PM, roadwarrior said:I have found their customer service to be exceptional
Exceptional as in lead me in another direction, then I agree.
iceintheveins reply :
Yep, now they are telling me 3 weeks minimum again. Probably two weeks before they even look at it. Lousy service for sure.
00 mod reply :
Did you call Dan?
Jeff
Capt.Bob reply :
Ive had nothing but excellent results with their service, I had 4 instances where I told them what was wrong or broken and had the parts to fix it within a week, NO CHARGE! I have never sent my reels in to them, just told em what I needed and thats it, they just told me we will get it right out to you and ask if there was anything else?? oh ye and all were 3 to 6 years old, but all there top shelf reels also? Good luck when it comes back I'm sure it will be no charge and fixed rite!
iceintheveins reply :
I will call Dan and follow Captain Bob's advice.
SirSnookalot reply :
If one has to ask for some one special to get good service, doesn't sound like it bodes well for someone that has no knowledge of who Dan is. Not everyone that calls Shimano is even a BR member, until yesterday I had no idea of who Dan is. I've made calls where the rep was polite and tried to be helpful, other calls the rep talked down to me and was anything but helpful. A customer with a $50 reel should be treated no different than one with a $900 reel. I rate their customer service as not being one of the better ones out their, this is not a reflection on their original product.
I have been to several repair shops here in Florida, even the authorized service centers can't get part if they are not in stock. There is a difference between the parts department and the repair department, they are different entities. My roller bearing was on backorder for better than 4 months, part totally unavailable, sent the reel in instead and was back to me in a mere 4 weeks, luckily at no charge.
J Francho reply :
My experience with them is limited to ordering parts. Most of the time, unless they are very expensive parts, they send them under good faith warranty. These are old reels, and that they stand by them speaks volumes to me. In fact just last Friday, I ordered a new worm drive and pawl to replace on a VERY well used Calcutta. No charge.
Now, as far as sending reels in for repair....I have to assume they probably do have a back log of a few weeks. Heck, I have a backlog of up to 4 weeks in the winter for cleanings.
Just curious, what happened to the spool?
cfout4050 reply :
Well I am sure this is going to ruffle some feathers. I had a Calias actually 3 that I used and they were great reels and not cheap right around 400.00 dollars. One of them started making noise it never made before so I took it in to a warrany center as you guy and paid to have it cleaned and lubed as I thought it was just dirty and needing lube. I was called a day later and told the real had a bad worm gear. I said ok what do we do call shimano and ask them to warranty this. I was shocked at what came next the service center told me sure but you should do it we have no luck getting parts. Oh boy here we go so call shimano tell them the problem and I was told should have bought better reel. I said I DID 400.00 was no were near a cheap Shimano at the time I think the Calcutta was 499.99 and that was there top reel at that time I could be wrong. So any way I send it I call them 3 weeks after I sent it certified mail. We dont have it here I said yes you do well we cant find it.I said send me a new one to replace the one you lost fair is fair. Well no luck 3mnths later I recieved my reel back not fixed normal wear and tear stated for the non warranty . I since realised that there is other companys that make just as good reals or better that have fantastic customer service. I will never buy Shimano again period.. My brother also had problems similar to the postings here I am not mad about non warranty as much as I am about the way it was handled I felt I was not good enough to own there reels so I Ebayed them all screw Shimano with a Big studded stick .....
McAlpine reply :
I bought a Calcutta 200B and the drag did not work right. Just can't lock it down. I called up and they suggested replacing drag disks but the parts were on back order until January. This was last fall. Come Februrary I still had not heard anything. Called them up and they said they had the parts but I would have to pay for them. I bought the parts just to get my reel working. Parts arrived, replaced what I had....drag still does not tighten up correctly. Then a week later another set of parts shows up, which they also billed me for.
I gave up. I don't buy Shimano's any more.
J Francho reply :
I buy a reel and it is defective, I return it to the store, not try to fix it.
McAlpine reply :
The trip to the store would have been a pretty long one since I was out of town when I bought it. Customer service should have taken care of me but did not. I ended up mailing it to the store for a refund I'm sure they just sent it back to Shimano for a replacement which is exactly what Shimano should have done with me to start with.
0119 reply :
Must have been BPS they are notorious for allowing folks to tighten up the drags of the reels they handle and leave them that way. Just so you know often the () beveled washers loose their effectiveness from the same mishandling and have to be replaced.
That will effect the upper end of the drags range.
All this makes me glad Ive turned back the hands of time and use old Ambassadeurs now.
Kevinator1 reply :
Well, I am hoping to get an issue I am having with them worked out as we speak. I'm waiting on an answer from Dan about the Shimano rebates that I am suppose to get after buying 3 Chronarchs. They had on the rebate form to expect the return in 4 to 6 weeks. It's already been over 8 weeks and I haven't heard anything yet. Its also been 4 days since I talked to Dan and haven't heard anything from him either. I know they are probably using an outside source to work on the rebates but it still is Shimanos responsibility to make sure their customers are receiving their rebates.
baluga reply :
I got the first gen CH50Mg and use it in saltwater. It was rated saltwater safe but the housing corroded after a year. I called up shimano service and explained what happen and they ask to send it in. After 3 weeks the reel is on my door step with the new upgraded body frame for free. Pretty cool huh!
Capt.Bob reply :
Not to make anybody out to be a bad guy, or pointing fingers at anyone. But I think a lot of people create problems buy the way they speak to those they expect to help them. I don't call and tell them how bad the item was and should have done or takin this or that. I start with Sir or Mam and explain how my favorite whatever did what it did. these folks put up with more shat in a day than I would put up with in a year, how someone communicates with me determines a lot, in how I'm going to treat em! I'm just sayin I know it happens, only you know if your one of them.
SirSnookalot reply :
I agree with Capt Bob, the initial contact is important in establishing a rapport. My businesses have always centered around the phone, I'm a salesman first and I know how to get things done whether it be a beaurocrat or company small or large. In my experience Shimano's customer service seems to be the exception, for me things have not gone as well as they have with other company's customer service, both repair and parts. Sure Shimano is a big company and deal with many issues, all the more reason to employ more people to handle it. I do not buy into " they handle a lot crap every day", they are only working there and their own personal money is not on the line. There isn't a business in the world that doesn't deal with issues on a daily basis, I cut them no slack in that area.
Several posts have indicated a problem in obtaining parts, Shimano is more aware of this than we are, it's an issue they deal with quite bit. It's a mystery as to why a business would not be more aggressive in a parts restocking program and an expanding parts department. It's apparent they feel it isn't worth the investment, in time it just may bite them in the butt.
SoCalFisher reply :
On 6/7/2012 at 7:03 AM, kevinator said:Well, I am hoping to get an issue I am having with them worked out as we speak. I'm waiting on an answer from Dan about the Shimano rebates that I am suppose to get after buying 3 Chronarchs. They had on the rebate form to expect the return in 4 to 6 weeks. It's already been over 8 weeks and I haven't heard anything yet. Its also been 4 days since I talked to Dan and haven't heard anything from him either. I know they are probably using an outside source to work on the rebates but it still is Shimanos responsibility to make sure their customers are receiving their rebates.
I honestly don't know what you expect, its a rebate. Should I call Abu Garcia about my rebate and tell them how much I hate my STX. No.
J Francho reply :
On 6/7/2012 at 7:03 AM, kevinator said:Well, I am hoping to get an issue I am having with them worked out as we speak. I'm waiting on an answer from Dan about the Shimano rebates that I am suppose to get after buying 3 Chronarchs. They had on the rebate form to expect the return in 4 to 6 weeks. It's already been over 8 weeks and I haven't heard anything yet. Its also been 4 days since I talked to Dan and haven't heard anything from him either. I know they are probably using an outside source to work on the rebates but it still is Shimanos responsibility to make sure their customers are receiving their rebates.
I got my rebates in about 2 weeks. I was surprised at how quick it was. I've had other rebates take almost a year to come through.
Kevinator1 reply :
On 6/7/2012 at 3:48 PM, SoCalFisher said:I honestly don't know what you expect, its a rebate. Should I call Abu Garcia about my rebate and tell them how much I hate my STX. No.
Well, if you want to let companies to get over on you that's fine, but for me, if they have listed on the form wait 4 to 6 weeks then I expect to get the rebate between 4 to 6 weeks. The longer companies hold on to that money means they are making money off of it. That's why they like to use rebates. That and some people don't send them in.
Kevinator1 reply :
On 6/7/2012 at 7:10 PM, J Francho said:I got my rebates in about 2 weeks. I was surprised at how quick it was. I've had other rebates take almost a year to come through.
Yeah, i usually don't have issues with rebates but they shouldn't state 4 to 6 weeks and not follow through with it. I received an e-mail today that they may have sent it to the wrong address but they actually had the wrong reels listed from an earlier rebate. Apparently, they didn't read my e-mail very closely because it stated Chronarchs and they found an old Citica order.
LuckyHandsINC. reply :
On 6/7/2012 at 3:48 PM, SoCalFisher said:I honestly don't know what you expect, its a rebate. Should I call Abu Garcia about my rebate and tell them how much I hate my STX. No.
I think he expects to get the money that is owed to him.
webertime reply :
As for the rebates, Shimano is not the company handling those. They hire a firm to do that and the problem may in fact lie with them. Although yes Shimano IS still reponseble since it's their subcontractor, it's not Shimano directly delaying the rebates. Almost ALL rebates on products are handled by firms contracted by the company whose product has the rebate.
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