Great Customer Service v average Customer Service

[Hoppy]

I have today spoken with Greys re a broke GRXi travel spin rod. To start with they weren't particularly helpful as i had not registered the product? To be fair i did not know i had to register the product, and the shop where i bought it from did not tell me.

I visited the Greys/HArdy website last night and tried to register the rod, unfortunately i could not do this as i did not have a serial number (a required field on the from). When i spoke with Greys they said the number only related to Hardy rods!

They have agreed to change the tip section all i have to do is send £25.00. Seems ok.

Then!!!!!

I called Masterline, re two Cortland rods i had had accidents with. They could not be more helpful, they said pop the broken sections in the post and they would return new sections straight away - at no additional cost.

Considering that Cortland do not have lieftime warranties i found this service to be brilliant.

A big thumbs up to Masterline - great service and the rods are brilliant too!

Hoppy:)

[kingfisheryh02nxs]

Hoppy hope you don't want your rod tip from Grey's in a rush, i sent a pair of wading boots back three weeks ago. I phoned up a couple of times to find out where my replacement is to be told they have no record of them yet, because they have a back log in parcels, due to being busy and lack of staff. When i pointed out neither of these issues are my problem they told me to be patient, to say that i think this service is very poor indeed is putting it mildly, and Patience was never a strong point for me . Here's hoping my boots arrive soon, and i hope you have more success with their customer service than me .

[buzzerman]

i have broken my greys 7 weight twice and i have allways recieved the replacement within a week ive never had a replacement of any of my other rods that quickly, heres hoping you both dont have to wait to long

[dai]

Would not like to be one of your rods

Dai...

[Hoppy]

Dai, im bloomin useless with rods! I break them alot, thats why i go for sage!

Hoppy

[skippy]

Rod wise I'm a Hardy/Greys fan but I noticed that when sending the registration card back it says they will not acknowledge receipt.So how do they know you are 1] the original owner & 2] ever registered the rod in the event of a claim ?

I broke a Hardy,they said they'd never heard of me and I said well I can't help that I sent me card off and you didn't acknowledge it.Fair enough they said and I had a new top joint inside 10 days which I thought was outstanding considering it was a discontinued rod and they had to make a new section.I neglected to mention that the card was still in a drawer waiting to be posted but at £300 I dont expect the tip to shatter first time out.

BUT years ago I popped into the [then] factory at Alnwick seeking a replacement strap for my Hardy Carryall and the footpads charged me for it which I thought was a spectacularly cheap shot for a company of their standing !

Skippy