I have had this Shimano Sustain 400FD for a few years. I love this reel for light tackle back bay type fishing. It has seen very little use but somehow the end of the reel seat broke. So, to continue my series on Customer Service off it goes to Shimano. Out of the products I have sent back this week the info on the Shimano website was by far the most confusing so I ended up calling them to get the right info.
Their Customer Service Mission Statement is as follows:
Shimano strives to provide you with the highest level of customer service and satisfaction. We strive to exceed your expectations and provide a memorable experience each time you need assistance. Whether you want to order parts and accessories or need us to repair your Shimano reel, our team of customer representatives will be eager to help you.
If sending your reel to Shimano directly, please call for verification on due date as some seasons experience high volume.
It does not appear that they offer lifetime warranties like Tibor and Smith so I have had to include a credit card number with this return. I will report back on what happens.
Sage spinning rod and Patagonia jacket are next in line to send back.
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