As big companies grow larger and larger, seems the really big companies start to forget about what keeps them growing....CUSTOMER SERVICE! This post is about my unsatisfactory experience with Gander Mountain and Pflueger.
In October of 2007 I purchased a Pflueger Patriarch bait cast reel model Patriarch71WLP (Retail $200). Using the reel for the first few months I was blown away about the quality and feel of this reel.
In June of 2008, my Pflueger started acting funny and not properly functioning. The line guide pawl had gotten wore out and was no longer properly taking in line. I phoned Pflueger and they they told me they had just moved offices and a replacement part would take upwards of 4 months. Unsatisfied with this response, I phoned up Gander Mountain and spoke with a manager. He told me "Gander Mountain stands behind all its products" and they would replace any item defective without question if still warranted. I did just that. Got a replacement no questions asked from Gander Mountain.
Totally satisified with my experience at Gander Mountain, I referred several of my friends to be sure to purchase ALL their fishing equipment from this company because they really rocked in service! In fact, a good friend had no idea about Gander Mountain and wanted the exact model reel I had purchased for himself.
Yesterday, I went fishing. Suddenly my Pflueger reel started acting the exact same way! AGAIN, the line guide pawl was damaged and not properly functioning. Frustrated, I phone Gander Mountain again, who told me, "sure, come on in and we will take care of you". I arrived at Gander Mountain, spoke with the service desk who told me to go pick a different reel, but that if there was a price difference, no refund would be given for the difference. I was ok with this since it had been awhile since they had replaced the first defective reel. After looking around, I found a satisfactory replacement and headed for the service desk. There I was met by the "Fishing Manager" who told me they could not replace the reel and I should just contact Pflueger. After a heated debate, the manager would not budge and told me I was "out of luck".
I still have my receipt from the original purchase and replacement receipt. The manager said "Hey, we helped you once, this time its up to someone else". I was flabbergasted! What? You helped me once and now its up to someone else? I explained the replacement was still under warranty and I had all my original receipts. No response from the manager. This does not sit well with me at ALL!
Keep in mind, I am an avid fisherman who takes immaculate care of all my equipment. Especially $200 reels! Companies who are pawning off defective merchandise without any care for their customers must come to an end! Lets show Gander Mountain and their corporate headquarters what social media can and will do! I recommend EVERYONE to stop shopping at Gander Mountain, since they no longer stand behind their products and apparently now change their policies on a "per customer" basis.
Also, I normally purchase ALL of my tackle and equipment from Gander Mountain, but will no longer after this experience. I also learned that Gander Mountain has also changed their policy on their "lifetime" warranty on THEIR brand of rods. I was shopping there one day looking for an "Ugle Stick" lifetime warrantied rod, then the salesman told me, "Get Gander Mountain" brand, they are guaranteed for life and much cheaper"! I was sold! I have now learned that Gander Mountain has since changed their policy on their brand of rods to 2 years. Since mine had broken twice in 2 years, once the tip snapped off and the other the rod eye tip covering completely fell out. Now, they are obviously not keeping their word on their brand as well.
Fisherman UNITE and stand strong! Defective merchandise and policies based on their profit margins, MUST COME TO AN END! DO NOT SHOP AT GANDER MOUNTAIN!
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