id like anybody to beat this for customer service
im talking about jarvis walker aust;
i rang up for a set of click springs and pins for fin-nor ma12
"they are on order"
6 weeks later,"ill check, ill ring back"
he couldnt speak very good english,no idea what i wanted
he rings back,"yes we have"
i give him part and key #,s x 4
parcel arrived yesterday, $19.78aud
(http://i1200.photobucket.com/albums/bb326/wallacewt/IMG_2371_zps0c2ef2eb.jpg) (http://s1200.photobucket.com/user/wallacewt/media/IMG_2371_zps0c2ef2eb.jpg.html)
if you look closely at the zip bag you can see 1spring and 1 pin
that was inside that large brown padded bag
the brown bag was inside the larger blue plastic bag,charged for, weight 1kg
70cent stamp and envelope would suffice.
at this rate its going to cost close to $80
cost at zebco usa 60 cents a set=$2,40+postage
rang this morning,no one answers the phone at jarvis walker
have a nice day ;D
The obvious question, is it the right spring and pin?
haha ;D ;D ;D
unutt you made my day
This is why I rarely buy parts from Australian tackle distributors now.
Apart from the ridiculous mark up on parts here, they have the hide to pull stunts like this.
Yawn, see it all the time, and not just with fishing tackle.
"Service" in this country has gone to the dogs.
Even with our dollar currently slipping against the Greenback, you're still better off chasing parts overseas. You get willing helpful service, great communication through the transaction, and provided you have your numbers correct, you get what you ordered.
Pretty sad state of affairs here. And they wonder why people shop online.....
zebco usa contacted me today
ill get the parts off them which i should have done to start with
they must read alan tani site also
I don't see any parts. Are you sure you got something? (0) (0)
How did you get a hold of Zebco USA? I,ve been trying to communicate with them for a month now and no response.
Insert Quote
I don't see any parts. Are you sure you got something? (0) (0)
How did you get a hold of Zebco USA? I,ve been trying to communicate with them for a month now and no response.
Posted on: Today at 05:09:52 AM
??? ??? ??? ???
that doesnt deserve an answer,(12yr rule)
have a nice day
6105 E. Apache
Tulsa, OK 74115
(800)588-9030
Fax 918-831-6946
Wallace Brown
12 Timberlane Loop
Cooloongup, WA 6168
February 19, 2015
Case Number: 160242 Warranty Service Dept.
Dear Wallace Brown:
If you would like ZebcoBrands to continue with your order (details below), please remit payment in the amount of using one of the following easy payment methods below.
Pending Item(s)
Item Number Unit Price Quantity Total
CF098-01- Click Pin MA12-30T
Notes: $0.60 4 $2.40
Tax: $0.00
Shipping Charge: $16.95
Grand Total: $19.35
Freight seems a bit OTT, but then consider where it's coming from (against the freight charged for the parts within Aus!). Email them and ask can a more economy postage quote be done. They probably have charged based on a roughly 6"x6" box, with full electronic tracking.
I guess the quote is also in $US, so looking at around $24 AUD.
But look at the communication you have already re-ceived compared to JW Aus.
I usually wait until I have a bunch of reels that require parts (Penn's) and order from Scott's (if clients are happy to wait, usually do when they see quotes from Aus!).
Parts are a "turkey shoot" here in Aus no matter who you are dealing with, only you can't shoot the turkey!
Standard freight from Boca is US $19.95 no matter how many bearings you order from Aus, but you do get them in 7-10 days.
i send stuff first class when ever i can. you don't get a tracking number, but most of the time it gets there ok. a 2-3 ounce envelope is $7-8. a pound is maybe $15-17. the price goes way up when you use priority mail, UPS or FedEx. the only package that has gotten lost recently went to mauritius.
Quote from: Slazmo on February 20, 2015, 08:16:22 AM
Parts people... Why do you make our lives so damn hard... I believe that I could get parts from Shimano USA quicker than Shimano in Sydney...
Does anyone have any comments with the Parts Dept and Ordering from Shimano USA???
No experience with Shimano USA, but feel your pain with Shimano Aus. I reckon it would come from America quicker too.
The bottom line is, they don't want you repairing reels, they want you to purchase another one.
More units moved= better business.
Insert link to Shimano's 5 year parts policy "here".
The guys at Shimano USA are great!
DF114-01- Click Spring MA12-30T
Notes: $0.11 4 $0.44
CF098-01- Click Pin MA12-30T
Notes: $0.60 4 $2.40
Tax: $0.00
Shipping Charge: $27.95
Grand Total: $30.79
another balls up
i contacted Zebco and asked to put the little pin and springs in an envelope,no tracking#and just post them
they added another $11usd for the pin and springs extra.i could post the same items to the usa for 70cents aud
Zebco if you are reading this please explain
Shimano Australia did good by me by honoring a rod that snapped,
on the other hand I ordered a replacement cam for a TLD 25 but got sent two Tiagra 50 Wide Handles instead.
After thinking to myself I better do the right thing & call them back, They were so keen to get them back it wasn't funny, saying they're sending a tracked satchel
& they need them posted back ASAP.
Why weren't they that fast when dispatching my part?
I'm glad I did return them, but they could've been a bit more appreciative considering they're expensive parts compared to my $10 cam.
Don't you just love the double standards on display here!
Did you end up getting your cam?
Yeah got the cam 3 days later, I had to pick it up from the post office. I put the handles back in their postage paid satchel & sent them back.
Been looking forward to hearing about this one Slazmo.
Here's my latest dealings with Shimano Aus's parts and service department....
http://alantani.com/index.php?topic=1083.75
Feel free to send me a PM if you feel more comfortable keeping it behind the scenes.
Quote from: Slazmo on February 20, 2015, 08:16:22 AMDoes anyone have any comments with the Parts Dept and Ordering from Shimano USA???
If they have the parts they get here in 3-4 days, Shimano USA is easy to deal with.
i got the pins a couple of days ago from aust;
would you believe they sent the wrong springs
bic cigarette lighter has the same size springs
i just had to cut them to length.reel works fine after
about 8/10 weeks
zebco is still threating to cancel my order
they still want $30 postage +parts
it will be the same tomorrow
I think I will rant a little bit. Did you ever notice that you receive a package and the postage or actual shipping charge is something like $5.00, yet you were charged something like $12.00 for shipping? Companies have stopped paying wages for warehousemen. The workers are paid with your shipping charges. However, if the worker handles 30-40 shipments in a day he not only makes his salary but makes a profit for the company. warehouse salaries are no longer the cost of doing business. Most shipping charges are outrageous. That's my rant and I'm not taking it back. Dominick
Quote from: alantani on February 20, 2015, 08:45:31 PM
The guys at Shimano USA are great!
I have a bad experience with shimano USA.
they forgot to send me one bearing on a 15 different parts order.
I talk with them 3 times until convince them that they charge the part on my credit card but the bearing was not in the box, it was until they checked the envelop list (whats inside the box) and later they confirmed me the bearing was forgotten.
then I asked for my bearing, they told me they cannot send it cuz they cant pay the extra shipping.
they I offer to pay for the shipping cuz I needed that bearing, then they told me they cannot charge just the shpping alone, it has to be with a part order.
so, they will reimburs me the money they said.. 3 weeks later and still I havent gotten the money back.
I ended up getting the bearing somewhere else.
if you need to order parts from a US company, you can have it shipped to me, and then i can ship it overseas to you. they should be willing to take an overseas credit card. it's just the shipping where they get stuck. :-\
well, they were shipped to a US address (real physical address not a PO Box)
but not hard feelings with them, I've ordered form them two times after that situation and no problems so far.. I actually asked for a store credit to apply it to next purchases and but they said they dont offer that option.
shimano parts store have really nice prices compared to other places, so its a good option. I will try to use it hoping to dont have more bad experiences
Quote from: Rothmar2 on April 02, 2015, 11:47:53 AM
Been looking forward to hearing about this one Slazmo.
Here's my latest dealings with Shimano Aus's parts and service department....
http://alantani.com/index.php?topic=1083.75
Feel free to send me a PM if you feel more comfortable keeping it behind the scenes.
This is why I am forced to keep such a large inventory of spare parts. Shimano Australia Spare Parts Department have a longstanding history of bad customer service. I count myself lucky if I get a 100% correct order.
~
I did not think that Shimano USA would ship to Australia? Alan has helped me out with this before. Thanks mate ;)
I just call Fred, and then run across the street and pickup my order!
Shimano shifts to a new home.
http://transitions.org.au/index.php?a=330 (http://transitions.org.au/index.php?a=330)
And I can't be bothered talking to them, not worth the bother. (Shimano Aus)
Take Alan T up on his offer Slazmo, or get in touch with exp2000 via PM. You will get better support working with them.
I'm really surprised Shimano Central in Japan hadn't put some pressure on Shimano Aus. to lift their game. I know there are people in the bream tourney scene, and the general angling public out here who are fed-up with Shimano Aus' attitude.
Net result (for me personally, and for a growing list of others) I just avoid their products all together.
I'm sure there are others who have had no problems, but not this black duck.
Andrew, an amusing snippet to add about fear (well founded), your clients have about sending reels to Shimano Aus, and how us independent reel servicers are hindering Shimano's business.
When I spoke to person #2 in the post about my recent Tyrnos debarcle (linked in earlier post on this thread) said person boasted he services over 1000 Shimano reels a year......
Let's do a little math and logical reasoning on that claim.
No. Of reels keep at 1000. (but remember he said "over").
Days in year - (52 x2....I'm sure he wouldn't work weekends) = 261
Subtract a further 15 days for Xmas, Easter and long weekends/public holidays combined
261-15= 246
I assume said person gets a couple of weeks annual leave(?)
246-14=232
We'll keep working days/yr there, but I wouldn't mind betting it would be less than that.
So 1000/232= 4.31, say 4.5 reels a day (what a "gun"!).
8 hour working day roughly, less 1/2hr for lunch?
7.5 hours/day actually hands on.
7.5/4.5= 1.67 or 1hr 40mins/reel.
So our gun Shimano reel tech here, thoroughly "services" a reel every 1hr 40mins, that is all Shimano makes and models. That includes taking care of the inevitable frozen and sheared screws or other disassembly problems, cleaning, cleaning and repacking/relubing all bearings, finding an replacing parts where required, testing and tuning reel etc etc, then filling out the paperwork, cleaning and re-organizing the workbench before the next reel.
Call me slow, but I fail to see how any reel can be thoroughly "serviced" in that time.
Basically I interpreted his "I service over 1000 reels/year" claim as telling me I have no idea what I'm talking about, and that I should stop wasting his time about a non-existent fault with the Tyrnos reels (evidence on this board to the contrary).
And Dunphy Sports don't want Shimano reels fixed/serviced/maintained, their core business model is to just keep moving new units. The parts and service department is a token effort to be seen to be have this "service" to tick the marketing departments box.
Doesn't mean it has to be "good".
Yes Andrew, it's hard time they "pulled their finger out of their....." and stop patronizing the people who are try to help keep them looking good.
Rant over.
Another classic example of "Service" Australian tackle industry style.
Post #43 on below thread
http://alantani.com/index.php?topic=9027.30
Times change so here is an update on the Australian scene:
Spare Parts: Good news and bad news.
Due to an unprecedented unreliability of supply, I have all but given up on Daiwa for the moment. When I place an order, it either gets ignored or arrives with a full invoice but only half the ordered parts so I am left holding the bag so to speak!. This is a sad downturn and needless to say, I have very little confidence in the new management.
However on the flip side, I am guessing that Shimano has adopted a new robotic parts dispatch system? All parts now arrive in a timely fashion, individually packaged with bar-coded labels. This is a huge improvement over spending a long Sherlock Holmes Episode trying to forensically identify a collective sprawl of loose parts. Also there has only been one mistake in the last three orders which is a big turn around - Yeah Shimano!
So what does this mean for you? Well good things if you own a Shimano. But potential problems if you own a Daiwa. I will try to keep a comprehensive stock of spares for the ever popular Luna crowd, but as for other reels; for the time being I am at the mercy of a very slow and very broken supply line.....................
More and more I am seeing increasing servicing obstacles as time goes by and I wonder where it will all end. Alan Hawke was so incensed with Daiwa Reel Servicing Politics that for a while he pulled them from his site altogether. It's a shame because I think Daiwa have a lot to offer in the broad context of their overall range. But they are going to lose their market if they continue to descend into political madness.
People want a product with good after sales service and Shimano are streaks ahead of the competition at the moment. In fact, they may be the only safe bet in town!
https://www.facebook.com/groups/KimberleyRodandReel/ (https://www.facebook.com/groups/KimberleyRodandReel/)
~
How are you placing parts orders with Shimano Brett? Email, or do you still pick up the phone? If you can Email them, and get your order delivered accurately, I might actually consider chasing the parts up again rather than putting it in the reel owner's lap as I have done for the past few years. I've made no secret of the fact I can't stand talking to Shimano Aus over the phone, due to their condescending attitude.
Quote from: Rothmar2 on March 05, 2017, 07:36:52 PM
How are you placing parts orders with Shimano Brett? Email, or do you still pick up the phone? If you can Email them, and get your order delivered accurately, I might actually consider chasing the parts up again rather than putting it in the reel owner's lap as I have done for the past few years. I've made no secret of the fact I can't stand talking to Shimano Aus over the phone, due to their condescending attitude.
I just email them mate.
Here is an example of an order for one reel. It takes a bit of initial setup to do this but makes daily life very easy.
Staffing roles seem to change a bit in some camps. Not saying that anything is perfect mind you but you get to know the landscape and pick your battles accordingly. There is still one guy there that if he answers the phone, I will ask to speak to such and such (meaning anyone else) or just call back later.
As for Daiwa - I am about where you are with Shimano at the moment. Worst service in history.
Shimano seemed to undergo a big evolution once they settled into their new premises.
~
Cheers for the info Brett, I might (albeit tentatively) dip my toe in and maybe place an order or two in over the coming months, and see how it goes.
Quote from: exp2000 on March 05, 2017, 10:36:46 PM
I just email them mate.
Here is an example of an order for one reel. It takes a bit of initial setup to do this but makes daily life very easy.
Staffing roles seem to change a bit in some camps. Not saying that anything is perfect mind you but you get to know the landscape and pick your battles accordingly. There is still one guy there that if he answers the phone, I will ask to speak to such and such (meaning anyone else) or just call back later.
As for Daiwa - I am about where you are with Shimano at the moment. Worst service in history.
Shimano seemed to undergo a big evolution once they settled into their new premises.
~
That seems to be a pretty Idiot-proof way to wrangle the parts monkey Brett....
Until they deploy the NextGen Idiot V2.0 ::)
QuoteThat seems to be pretty Idiot-proof way to wrangle the parts monkey Brett....
Until they deploy the NextGen Idiot V2.0 Roll Eyes
LOL.
Daiwa have already rolled out that.
Now I have resorted to taking pictures!
~
Quote from: Rothmar2 on March 06, 2017, 12:47:13 AM
Cheers for the info Brett, I might (albeit tentatively) dip my toe in and maybe place an order or two in over the coming months, and see how it goes.
Good luck Chris.
If it still does not work you can always try reverting to the old system:
Wow, dealing with Shimano in Australia sounds like dealing with Daiwa in the US.
Shipping in and out of the land of oz seems to be exhorbetant. I was needing some parts for a vacuum sealer.
The only places I found selling it where in Aus. I emailed them the price of the parts was reasonable, so they gave me a quote with shipping. I damn near choked. The parts were small lightweight couldn't have been more than. 5-6 ounces and would easily fit in an 8x10 envelope. Shipping was $59.00 us. Needless to say I continued searching and found a retailer in the US with the parts for a much better shipping fee.
I think you guys are just outside the planetary shipping route so everything costs more?
Yeah, I guess everything shipped to/from Australia gets routed through Alpha Centauri!
Quote from: MarkT on March 06, 2017, 04:55:39 AM
Yeah, I guess everything shipped to/from Australia gets routed through Alpha Centauri!
Funny you should mention that, I ordered some parts from Alan C a week or so ago and thinking it would be getting close, checked the tracking today. It has departed West Palm Beach FL, Miami Fl, Santiago Chile, and now Sydney Aust. I was right, it is getting close! ;D
Quote from: David Hall on March 06, 2017, 04:48:40 AM
Shipping in and out of the land of oz seems to be exhorbetant. I was needing some parts for a vacuum sealer.
The only places I found selling it where in Aus. I emailed them the price of the parts was reasonable, so they gave me a quote with shipping. I damn near choked. The parts were small lightweight couldn't have been more than. 5-6 ounces and would easily fit in an 8x10 envelope. Shipping was $59.00 us. Needless to say I continued searching and found a retailer in the US with the parts for a much better shipping fee.
I think you guys are just outside the planetary shipping route so everything costs more?
The CEO of Australia post was "remunerated" AUS$5.6Million last year......
How do you reckon they could afford it? ;)
OK. As I write this there my nostrils are burning and there is smoke bellowing out my ears - I am absolutely irate !
Jarvis Walker aka Anglers Central are a just bunch of #$%#% morons !
I mean it's not like rocket science now, is it?
I ordered two anti reverse pawls for an OFC20. Now how hard can that be?
So after waiting for almost 3 weeks for the order to get here, I open the envelope to find only one part inside.
OK, no worries. Somebody obviously has trouble with advanced algebra.
But then I go to use it and find that the friction tabs are missing from it !
AAAAAAAAAAAAARRRRRRRRRRRRRRRRRRRRGGGGGGGGGGGGGGGGGHHHHHHHHHHHHHHHHH!!!!!!!!!!!!!!!!
Do they clone morons now and ship them to parts distribution centres or do you have to fail an IQ test to make it to the interview phase?
$%$^&$*# unbelievable !!!!
~
Quote from: exp2000 on March 09, 2017, 01:45:29 AM
OK. As I write this there my nostrils are burning and there is smoke bellowing out my ears - I am absolutely irate !
Jarvis Walker aka Anglers Central are a just bunch of #$%#% morons !
I mean it's not like rocket science now, is it?
I ordered two anti reverse pawls for an OFC20. Now how hard can that be?
So after waiting for almost 3 weeks for the order to get here, I open the envelope to find only one part inside.
OK, no worries. Somebody obviously has trouble with advanced algebra.
But then I go to use it and find that the friction tabs are missing from it !
AAAAAAAAAAAAARRRRRRRRRRRRRRRRRRRRGGGGGGGGGGGGGGGGGHHHHHHHHHHHHHHHHH!!!!!!!!!!!!!!!!
Do they clone morons now and ship them to parts distribution centres or do you have to fail an IQ test to make it to the interview phase?
$%$^&$*# unbelievable !!!! ~
I am starting a new support orginization: R.R.A.
Mission Statement: "Friends don't let friends work on $hite reels...........
You can be a foundation member if you like ;D ;D ;D
The couple of Jarvis Walker that have come throuigh my hands in the past were junk.
Sal
Quote from: Alto Mare on March 09, 2017, 03:28:32 AM
The couple of Jarvis Walker that have come throuigh my hands in the past were junk.
Sal
Yeah, I won't touch JW, Shakespeare and the like.
There is nothing to work with and you are just throwing away good money after bad.
But these guys are also the agency for Fin Nor as well which is what I was working on.
~
Quote from: ReelClean on March 09, 2017, 02:36:50 AM
I am starting a new support orginization: R.R.A.
Mission Statement: "Friends don't let friends work on $hite reels...........
You can be a foundation member if you like ;D ;D ;D
OK, I'll bite. What does RRA stand for? Reel Repairers Anonymous?
I wasn't working on a $hite reel but I sure was getting $hite service.
~
To think I just had a fairly positive experience with Anglers Central over the Banax Kaigen debarcle.
Inconsistent service is just as bad as continual poor service.
Yeah, such a great work ethic the tackle industry has down here.
Quote from: Rothmar2 on March 09, 2017, 09:46:12 AM
To think I just had a fairly positive experience with Anglers Central over the Banax Kaigen debarcle.
Inconsistent service is just as bad as continual poor service.
Yeah, such a great work ethic the tackle industry has down here.
I have found that their online parts inventory is unreliable and online contact elicits no response whtsoever.
If there are problems, the only hope of any resolution is to phone them.
~
Quote from: exp2000 on March 09, 2017, 11:39:25 AM
Quote from: Rothmar2 on March 09, 2017, 09:46:12 AM
To think I just had a fairly positive experience with Anglers Central over the Banax Kaigen debarcle.
Inconsistent service is just as bad as continual poor service.
Yeah, such a great work ethic the tackle industry has down here.
I have found that their online parts inventory is unreliable and online contact elicits no response whtsoever.
If there are problems, the only hope of any resolution is to phone them.
~
I've only dealt with them a couple of times but I'll second the unreliable inventory. I ordered a few Penn parts for a Michigan member 12 months ago that were showing as 'in stock' but when it came to shipping they refunded me for a couple of the parts they didn't have. Wasn't a problem just annoying - particularly for the bloke wanting the parts.
Update:
After another failed shipment (the tabs and the pawls were separate parts!), I threatened to order f5rom the USA.
I then got a phonecall and after some discussion, I insisted that they run the parts by an actual reel technician before sending again.
Well, three shipments later, and another two parts, I finally got one which was complete and functional enough to actually work!
Well done AC! Only took three months to get it right!
~
I feel for you guys and suffer similar frustrations this side, but then this is South Africa.
Firstly many parts are just not available here, they sell the reel, but when you need a part......"
we will order it for you, don't know how long it will take, but please pay now" Obtaining a part from the US is fairly easy, but the shipping is extremely expensive in terms of our local currency, plus we need to pay a handling fee to the post office here, and VAT and it takes a long time to reach us as we tend to ship in the cheapest way because of that.
Then recently Shimano in Johannesburg sent my parts to the wrong address. They apologised profusely but then 3 weeks later nearly do the same thing! Only because I noticed the invoice had an incorrect address on it, was I able to stop the same mistake happening again.
In all fairness though I think the girls there do try.
I twice ordered parts from Shimano in the UK. This can only work because my daughter lives there and she then forwards the stuff to me via friends, or brings it here herself. Shimano UK won't send stuff to me direct, apparently they may only sell in their home country.
- They once sent me the wrong parts. I was just grateful I got something and did not return it.
- They don't keep most parts in stock and seem to order them from Holland and it takes a long time, maybe a month.
- Very poor e mail communication, in fact zero until I start following up when is the stuff being shipped. They don't send me invoices either, other then stuffing it in the parcel.
- On one occasion my spares were ready for shipment, I paid for it, then heard no more. Again followed it up and was told that they had undercharged me by a small amount and therefore they cold not ship it. After I authorised an additional charge of 40p (less then $1-00) they sent it.
Although this annoys me tremendously, I have a little understanding for the problem facing Shimano South Africa. It must be a logistical nightmare to attempt to keep some "popular" parts for the many reel models we now have. The cost is high, and the market here is small.
At one stage I used only one type of reel and had about 10 of them. Rather then buy some parts I would just buy a new reel because the cost of a main and pinion gear and maybe 2 bearings was equal to the cost of the whole reel. I would then just cannibalize the parts and eventually have some carcasses lying around. The only trouble with this was that mostly the same parts wore out, but overall it was a good strategy.