[Skycries57]

...its been a little over 2 weeks now and no rod or requested status response from CND. Is this the normal lead time to fix the loose cork on my NEW Steelhead Specialist? I sure hope this didn't get sent to Japan to get fixed, I need it by the end of month!

Bummer, I only got the chance to use it once.

Any info would gladly be appreciated.

Peter <><

 

[juro]

I have already responded, but here is an update:

Warranty repairs may take 4-6 weeks as stated clearly on the warranty agreement. However many have taken much less time, and in some cases where shipments are consolidated they can take a little longer.

I will let you know when the item is ready to ship.

Once again - please do not use the forum as a means of contacting CND / myself.

Fax/voice: 978 449-0077
email: [email protected]

thanks

 

[MJC]

Juro...

Quote by Juro, "Warranty repairs may take 4-6 weeks as stated clearly on the warranty agreement. "

As a CND dealer I am curious where it is stated that repairs may take 4-6 weeks.
I can find that nowhere on the warranty card, CND North America's website or in any paperwork I've ever gotten about the CND products from you. Maybe I just missed it. Thanks, MJC

 

[FLGator]

I think the fourm is a great place for customers to telegraph experiences they have with products and service from manufacuters in our sport. It is also a great place for inquires and experiences. Personally, I want to know about service issues forum users have with manufactures. Marketing hype from any manufacturer, regardless of the brand name or product type, doesn't mean squat unless they deliver first class customer service and problem resolution. Quality customer service earns my dollar everytime.

 

[NrthFrk16]

All CND Warranty issues I have had have been dealt with in a very timely manner.

One must remember that you are looking at a full 5 business days to the East Coat and another full 5 days back when dealing with CND.

Most manufactures take about 2 full weeks to complete repairs, even more when we are talking Spey rods. Even Sage. Hell, Winston and Scott's warranty turnaround time is a full 4-6 weeks in most cases.

 

[MJC]

Ryan...

I pretty much agree with everything you've said. I'm just wondering where it says warranty work could take 4-6 weeks in any paperwork CND provides.

As we all know some of the most prestigious names in spey rod builders have terrible reps when it comes to fast warranty service. I'm not concerned with what any other rod companies do, only with what CND does. Sage has a rep for super fast warranty work even on rods shipped from the East coast. Maybe I'm naive but I would expect a top of the line company (my view) like CND to be as fast.

 

[sean]

Not to stick up for anyone but you gotta look at the size of the companies you are comparing. Sage is huge (maybe the largest) fly rod manfacturer in the business. They got people working for them 7 days a week

A tiny company like CND (1 employee in North America, 1 in Japan) that only sells two handers ,which are already a super small segment of the market, is not going to always have the resources on hand to give you couple day turn around like other companies can. I have always gotten turn around less than a month from CND which is fine by me. Plus some of the local shops usually stock a bunch of the models and are willing to lend me shop loaners , or just give me a brand new stick while they send out and await the replacement. Shops play a part in customer service as well.

I own a couple T&T sticks and the one time I had to send a rod back it took them at least 4-6 weeks for repairs. It is part of the game and something I have no problem with considering rod companies are stupid enough to still give us no fault lifetime warranties.

-sean

 

[juro]

Well there's one good thing about being a small growing company... I believe all outstanding warranty issues will be resolved in the next several days, if all things go as scheduled. I'd like to hear the big guys say that

Let's discuss...

One way to expedite warranty issues is to bring the price of the rods up to parr with other rod companies, undoubtedly the cost difference (hundreds of dollars) funds warranty programs.

One philosophy is to give the benefit of the doubt as we do, the other is to charge the extra amount (compare prices for quality and performance) at time of sale to finance a more robust warranty system.

I'd be curious - would it be better to charge more to fund super-fast warranty service? Let me know what you think...

 

[sinktip]

The Industry Standard

I have been somehow able to bust four spey rods in my life. Two Sages, one T&T and one CND. The first Sage was back in a week and a half. Granted I live 40 miles away from the headquarters. The other one took 4-5 weeks. The CND was within the 4-6 week range that was mentioned above. The T&T was about the same. Based on this very unscientific sampling, I can only conclude that it matters little the size of the company or the location, the mean turn-around is 4-5 weeks.

 

[juro]

Sinktip, the only concern was that you came out of the harrowing experience in one piece, and that I did not have a Salar in stock at the time of the accident. Sometimes production cycles cause longer delays as opposed to a surplus of rods in stock.

Higher prices allow for greater margin to supply surplus on hand, faster turn-arounds are possible.

So... anyone willing to respond? Higher price for better warranty YES/NO?

 

[brooklynangler]

Only if it is an option

something like the GLoomis Xpeditor service, "Yes."

Something that is built into the price of the rod--- "no." I've been fishing like a madman for 20 years and have broken one rod. I really don't understand how people are breaking so darn

ed many rods??? Seems to me that when something is "free," we treat it as such. I'd like to see how people would handle a $4800 Per Brandin cane spey rod with no "duh I was casting four line weights higher that the recommended as the durned thing done broke on me" insurance.

If I could have back the thousands of extra dollars I paid to fund others' mishaps and poor handling of equipment...this is not directed at the folks who started this message, but at the industry as a whole.

I'd go the other way, Juro. I'd have a 4 week warranty and a rod 35% cheaper...and reasonable charges for section replacement.

 

[JGS]

Higher Prices/Better Warranty

Perhaps you could offer 'insurance'. I would absolutely pay a little more for a warranty on par with Sage.

My $.02

P.S. I have had tremendous success with Sage's warranty program for single hand rods. I have also had great experience with the CND warranty program.

 

[MJC]

I personally don't have any complaints about CND-NA's warranty work. Juro has went above and beyond taking care of the small amount I've sent his way. I've also had no complaints from any of my customers. However Juro stated 4-6 weeks as stated in the warranty info. I'm merely seeking a clarification as to where that specifically is so if a customer ask me about that statement I have a solid answer.

 

[Skycries57]

" Higher price for better warranty YES/NO? "

Give me a break, The TFO rod co. didn't have to raise their prices to deliver UNCONDITIONAL FAST TURN-AROUND WARRANTIES, and their rods are pennies compared to CND or Sage.

You would think that if you bought a rod over 500.00, we would think that the royalty treament would be FREE, and not something that would be in the likes of an "Extended Warranty Treatment" for an extra 49.95.

We should be treated like royalty regardless of money spent or status of the company. I know this, I've been in the retail/vendor business for 20 years!

Loomis' warranty which is great. Regardless who owns the rod and zero warranty card is needed you get a NEW rod for 50.00 in less than a week.

Money should NOT have to buy you great customer service. :tsk_tsk:

<><

 

[Phish]

We are already paying a higher price for the warranty. What exactly is going to be better about paying a higher price?

 

[Moose]

OK, I'll chime in

I do not own a Sage, T&T or Scott because I feel they are overpriced. There are other rods that are just as good that cost less (I bought new CND, Meiser, Fly Logic. My other rods were not new when I bought them). I feel that in performance and quality these rods are likely all on a level playing field. I think the difference is in marketing dollars and warranty dollars. If I were going to own only 1 rod and it were important to be able to get it replaced quickly, then maybe I'd buy a Scott or Sage. I have a warranty on all my new rods, it just may not be as good as your warranty in the speedy replacement department. But near $800 for a Scott or Sage versus only $500 for the others, I'll take the others.

Other thoughts. If a Scott ARC was $500 I'd probably own one.

In over 20 years of flyfishing I've never broken a rod.

If rods were offered at a lower price without the Carte Blanche warranty (but with a reasonable one) there would be so many guys buying them without the Carte Blanche that this great warranty would cease to exist for lack of financial input.

 

[David Dornblaser]

Juro, I am willing to respond to your question - bad business

Juro,

This is bad business: "So... anyone willing to respond? Higher price for better warranty YES/NO?" I am willing to respond. I read your question as CND does not have good customer service.

I have read a number of threads (including this one) where you chide customers not to post warranty/repair questions on this forum. And, yet you use this forum unabashedly to promote CND.

CND has a reputation for making great rods. That reputation is known by your customers' unsolicited comments. If you achieve good customer service we will all know it by your customers' unsolicited comments.

During the fishing season, warranty work and quick returns are often critical. I am sure that there are a lot of us who make our purchases based on the company that stands behind the rod. It is particularly true for those of us who do not have fall back rods.

I do wish CND well. It is great idea for a company and your products have a great reputation. It should be said, however, that good rods alone do not make a good rod company.

David Dornblaser

P.S. - I was looking forward to fishing one of your new rods before our GL tribs freeze over. This is one of CND's new rods that was highly referred to months before the Denver show. Why does CND promote before it can deliver?

FWIW - I have sent three emails to the email address on the cnd website and none were replied to. You have, however, been very generous with your advice when I have IM'd from this site. Thank you.

 

[JGS]

One more point...

...isn't CND pretty close to being out of the low price game with their new rods?

Sure, I can see the Experts and maybe even the Customs being considered low cost alternatives (although the point made about TFO's warranty policy seems valid), but the Specialist series are at a price point where there is nothing low cost about them. Sure the are $700-800 rods on the market, but $500-650 is no bargain.

If the service of CND becomes an issue I think this is the place to talk about it and I very much seek this board for exactly that type of information. Please continue to relay your stories, both positive and negative, to this board.

My CND Custom took somewhere between 3-4 weeks to be replaced, but it was replaced with an entirely new rod at no charge. Fairly good experience.

My Solistice is now 1+ week in the warranty policy and I will keep you all posted.

 

[FLGator]

Juro,
The answer to your question is...no. I have an expectation of quality service for the price bracket of the product CND delivers. There are too many exceptional manufactures on the market producing top quality products. The difference is in the level of service superior organizations provide the customer. The quality of your product is evident. Exceptional customer service is what sets the best apart from the rest. It truly makes a difference in customer loyalty and "free" marketing plugs on the forums that informed buyers search prior to making a significant financial purchase.
Chris

 

[reely]

higher price?

My only comment would be to include a rod case first if you raise prices.

thanks,
jim