13 Fishing Customer Service Question

[brokesauce13]

Hello everyone, 

 

I know I'm new to this website, but I've been fishing for a while now. A few years ago I picked up a Black Betty 6061 for ice fishing and I bent the handle trying to put it into a Frabil hard case on an exceptionally cold day (dumb me). I wrote a few emails to 13 Fishing/called 5 times and explained the situation and they told me I would have to pay for my parts. I said that was fine because it was my fault (even though I thought the handle should be a little sturdier).

 

Flash forward a 2 weeks later and I have my new handle. I took the old handle off and put the new one on, but the retaining screw that holds the washer for the nut in place wouldn't fit. The new handle 13 Fishing sent to me has a screw hole tapped too small. I called 13 and they were not aware of a screw size change. I asked them to send me a screw that would fit the handle and they said okay. 2 Weeks later, no screw. I called them again and explained that I had been over a month without this reel operational and no one had sent anything. I told them that I had a fishing trip coming up in the next two days and they could either overnight the screw to me or send it to the location I was going to be fishing. They said they would send it and it didn't come before the trip, nor did it come after the trip I just came back from. 

 

They either sent me the wrong handle that doesn't fit my old BB, or they changed the dimensions of their design. I'm just trying to get my reel operational and it seems like such an easy thing. I'm probably going to go down to the store and just grab a small screw that will fit, but it seemed too easy for 13 Fishing to send me the part. How should I deal with 13 Fishing now? Has anyone else dealt with this issue before? I really liked 13 Fishing's gear, but if this is what happens when something goes wrong, I may end up turning elsewhere for the $$. 

Edited February 19, 2019 by brokesauce13
forgot to add that I called 13

[Hoey]

Brokie - Without knowing where you are located, I can not recommend a reel shop, is what I recommend doing.  A reel repair shop should be able to help you with your problem.  West side of the TC, Wayzata Bait and Tackle, for example.  

[BobT]

Does the handle fit otherwise? If so, rather than wait for the OEM to send a screw, I would most likely have gone down to my local Fleet Farm or Menards and found a SS screw to fit. I wouldn't get my shorts too much in a bunch over it. 

[brokesauce13]

3 hours ago, BobT said:

Does the handle fit otherwise? If so, rather than wait for the OEM to send a screw, I would most likely have gone down to my local Fleet Farm or Menards and found a SS screw to fit. I wouldn't get my shorts too much in a bunch over it. 

I agree. Was thinking about doing this. My issue is that it's customer service. What if it wasn't that easy of a fix and customer service was this way. Haven't had these issues with shimano or pflueger for half the price. 

[BobT]

17 hours ago, brokesauce13 said:

I agree. Was thinking about doing this. My issue is that it's customer service. What if it wasn't that easy of a fix and customer service was this way. Haven't had these issues with shimano or pflueger for half the price. 

Try to keep in mind that the person you're talking to on the other end has nothing to go on but your description. It is not always that easy to explain things so another person who is only hearing the verbal or written explanation can fully comprehend what is being described. For example neither I or a colleague have been able to understand what this screw is you're talking about and we are both familiar with inline reels. Sometimes a  photo can speak volumes.

 

What I'm saying is maybe you're not being clear enough for them to understand the actual problem. Another tid-bit that may be helpful. Try to keep your composure and contain your frustration. It's most likely a failure to communicate that is causing the problem.

Edited February 20, 2019 by BobT