So basically 3 months before I got a working reel back. Supposedly when I requested an update, somebody tried to reply but “didn’t know why my messages are not arriving to you.” It’s funny because I got the other 16 or so messages they had sent. Given the condition of the reel when I got it back, the time it took and the lack of communication, somebody dropped the ball big time. Felt like I was getting the runaround. Never again will I send my reels there. I'm very glad I don't send my casting reels there. I'm somewhat curious as to what you would do if this happened to your Steez or Stella, or a Metanium, or a limited edition reel? How would you handle it? I've been patient during all of this, almost too patient I think. I've been polite in my communications. Given a Luvias isn't all that expensive of a reel, but it's still my reel that I use and enjoy. It’s too bad because they’ve always had good customer service there. Here are some photos.
Mr. Lee did call, 2 times to confirm that we would indeed work on said reel. At the time of his first phone call I was 2 to 3 weeks out on reel work. This changes on a daily basis as more reels come in, and as stated on the web page. So indeed by the time the 2 reels arrived to us, we were more than 4 weeks out. Mr. Lee's reels were cleaned and lubed within a few days of the 4 week turn around time, at which time a phone call was placed to the number provided, to notify him of completed work and to arrange payment for services. Now as stated all contact had been through email to this point. Arranging payment is a personal matter to me and should be handled via conversation, not email.
As for the scuff marks you claim I put on the reel, your email sent to Tackle Trap states they were there after you received the reel back the second time, not the first as you have stated here. The paint on these reels is thin, but where the marks are, there is no tool that contacts that surface. Only a soft scrub brush. The gouge in the nut, I can not explain, as I use wrenches on reels, and that surely looks like pliers were used on it. You did send an email stating there was a problem with the reel, and I told you after you sent an email to Tackle Trap, that I missed it and apologized for doing so. I asked you to send the reel back and I would go through it free of charge. You at this point agreed, and sent the reel back in. Upon reception of the reel, I worked it into the rotation to see what the issue was. After a process of elimination, I narrowed it down to the bail arm spring and spring pocket in the rotor as the source of the noise. Being that this is a JDM reel, parts had to be sourced from Japan. I ordered the part from Plat on the 13th. Parts typically arrive from Plat within a week and a half to two weeks. So when I sent you the reply email, stating the expected date, that would have been within the normal time frame. The part did not arrive upon the expected date. I have no control over this, and communication with Plat is hit or miss at best. Your part arrived on July 10th as stated. And I did not install it the second it arrived. I worked your reel back into rotation. As for you stating it was not ordered, I am not sure where you drew that conclusion.
Now, onto the email situation. I replied to every email you sent in as timely a manner as possible. Your email on July 3rd was received and read as I was spending family time for the 4th. It was replied to on Wednesday the 5th. I am no email guru, so why you didn't receive my reply, or replies is outside of my realm of knowledge. As for you stating you were polite, that is incorrect. The day you called both myself and the other person who originally answered both stated how rude you were. We however understood your frustration and let it go. Your reel was never mistreated. All frames, side plates, gears are hand washed. all other parts, including bearings are cleaned with an ultrasonic. To state that we mistreated your reel is incorrect. We handle every reel as if it were a Monoblock. Be it a Quantum PT or a Megabass Monoblock, all reels are handled with the same care. A soft mat is used under the reels during break down and assembly, soft cloth lined boxes to store them, and paper towels to dry everything.
Kao Lee, I am sorry you feel as if you were wronged, but I have tried to make this right from the first time you expressed displeasure with the work performed, including eating the part and shipping from Japan.
The work performed was fine, aside from the marks and the gouge on the nut. I understand there are tons of other customers who send their reels in for service. That is why when given a 2-week turnaround time, I assume tack on another couple weeks for delivery and whatever situation that might come up, a month is totally a reasonable time.
The scuff marks on the outside were there when I received the reel back the first time. As stated in my email to you after I received the reel, I never removed the spool therefore I never saw the marks on the inside. I never removed the spool because I knew it could come down to this situation right here. So, I left it intact. I took the reel out of the box, took pictures of the black marks on the outside, took a video of the rattling noise and it was packaged right back up and sent. The black marks on the inside were noticed when I received the reel back the second time.
The part that had to be ordered from Japan. Understandable. It's a JDM reel. Parts have to come from Japan. When the part did not arrive upon the expected date, a simple email stating so would have gone a long way. Just as you stated, the part has to come from Japan and it will take longer than expected. Perfectly acceptable. As a customer, when I am told a date, I'm expecting that date. If it doesn't happen by that date, then an email stating a new expected date doesn't hurt.
I am also not sure about the email situation. I received most of the replies from you no problem. I didn't receive the ones I felt were the more important ones. It's not a problem on the receiving end. This might be a good opportunity to investigate why some of your outgoing mail isn't being sent so it doesn't happen again to another customer.
I had an instance where I had ordered a rod from them, and the shipping company had damaged the tube, but the rod looked fine. I immediately called them to ask for their opinion. Brian told me to just refuse the rod, and he will send me another one. The next day I got another rod.
There are always gonna be mix ups in business, especially one where you got one guy that is always busy. Im shocked he even had enough time to type out that response. They will always try and do the right thing, but can not satisfy every taste bud. As the ole saying goes, you get more with honey than if you start tossing chit.
- Senior Angler
- Posts: 199
- Joined: Tue Sep 06, 2005 5:12 am
- Location: Waukesha, Wisconsin
Love the Tackle Trap !!
Absolutely!LgMouthGambler wrote:There are always gonna be mix ups in business, especially one where you got one guy that is always busy. Im shocked he even had enough time to type out that response. They will always try and do the right thing, but can not satisfy every taste bud. As the ole saying goes, you get more with honey than if you start tossing chit.
I cant stand it when i see threads like this. Airing your grievances with someone or business is never good thing.
Zimbass wrote:Ufcbassr wrote:After seeing this I won't send my reels to Tackle Trap.
I'm sure they will be devastated to hear this !!!!!!!!!!!!!!!!!!!!!!!!!!