In two previous entries, I've written first about
my general impressions of the Orvis Wonderline, then about the
feedback I got from the company, so its only right that I should post this third installment: the end result.
After being encouraged by the Orvis customer service reps to seek an exchange for my line, I finally got some time to run out to Ligonier to see what they had to say. I didnt think to print out my email from Orvis and was worried that they'd ask for some kind of proof. It turns out my worries were unfounded.
As soon as I went in and explained the problem, the shop owner nodded knowingly, and only had two questions for me: "Weight-forward?" and "Which weight...5?". After confirming that it was indeed WF5F, he simply grabbed a new spool off the rack and asked for my reel so he could spool it up for me. Ten minutes later I was headed home with a brand new flyline.
Its rare these days to find such simple, thorough customer service, especially at all levels of a major corporation like Orvis. That they were helpful above and beyond my expectations says alot. While some people knock them for any number of reasons, I'll continue to consider them as a viable option for nearly any fly fishing need.
Well I got home last night and saw I had an email from Orvis:
Dear Orvis Customer,
Thank you for the review you recently submitted for the Trout Wonderline, item number 94GK. Customer service and your satisfaction are very important to us and we do greatly appreciate your feedback as it does help us continue in ensuring that we meet your expectations.
I am very sorry that the welded loop did not hold up well. I do want to assure you that we will pass all of your comments on to our buyer so they are aware of the problem and will be able to take the appropriate action as soon as possible.
I do want to make sure that you are aware that we completely stand behind our products and have a 100% satisfaction guarantee to ensure that you can always buy from us with confidence. You are more than welcome to return this to us for a refund or exchange. If you wish to return this to us, please reply with your full name and billing address and I will gladly provide you with further instructions and can even mail you a pre-paid UPS return label if you would like.
If it would be more convenient for you to return the line to a local Orvis Retail store, you would also be welcome to do that and would only need to present the item and a proof of purchase (such as your order confirmation or packing slip).
If you have any further questions or concerns, please do not hesitate to let me know. Have a wonderful day!
Thank you,
Megan Sanders
Orvis Customer Service
I'm pleasantly surprised by this response to the review I left on the Orvis website. It's been suggested to me (by other fishermen) that I take my flyline back to try and get a replacement, and while I feel the line eye did wear out prematurely, I haven't been dissatisfied enough with the product, in my opinion, to warrant going back to the dealer and seeking compensation. When the company itself sends me an encouragement to go back and take advantage of the service they pride themselves on, well that bumps them up a notch in my opinion.
Its only fair that if I'm going to review a piece of gear, that I also give you updates on anything that might change my feelings on doing business with a company, so I wanted to share this. If you have problems like mine with the Wonderline, clearly Orvis will do what it takes to make you happy.
...maybe I can get my replacement in olive...
