Things go wrong…that’s a fact. When they do, you give a shout to your friendly neighborhood Customer Service representative hoping to hear those magical words, “Don’t worry…we’ll take care of it.” Just ask anyone who has ever had a bad experience with Customer Service, nothing sours the relationship quicker than getting screwed when you least expect it.
Back in April 2006 I saved up my lunch money and threw down some coin on a new Waterworks ULA Force FS3.3. After fondling it in the shop I took it home to fondle it some more. If you’re a gear junkie like me you know the routine. Bring said item home and take it out of the case and run it through it’s paces and marvel at the craftsmanship [over and over again].
Not sure what happened, but after wiping the reel down I noticed that the Waterworks logo began to flake off. WHAT?!!! This can’t be. That’s not suppose to happen. I haven’t even taken it out on the water yet.
Say it ain’t so! | Photo by D. Yi
I quickly contacted the shop I bought the reel from and the owner agreed something wasn’t right. Maybe there was contamination in the Waterworks logo that kept it from bonding…just a fluke perhaps. A week or two later I received another reel. Everything seemed okay, but after fishing it for the first time in July 2006, I noticed that it happened again. The logo was flaking off. Nooooo!!!
The second time it happened I decided to send an email to Waterworks Lamson letting them know how bummed I was. We exchanged a few emails. Apparently I wasn’t the only one to have this happen to. Unbeknownst to me, Waterworks Lamson was in the process of etching their logo rather than screening to solve this problem. Unfortunately for me they weren’t quite ready to roll out the [etched] FS3.3. They were hard at work etching the other sizes.
They didn’t hesitate to offer me a replacement but told me it would be a few months out. In the meantime they told me to keep fishing the reel and they would be in touch when they had a new one for me. In October 2006 I received word that my reel was ready to ship and to send back the frame of the old reel. In November 2006 I received a brand new FS3.3 frame with the etched Waterworks logo.
After a productive 2007 season the reel is going strong. Logo and all.
Early Spring | Photo by F. Koethke
Late Fall | Photo by J. Kim
Thanks again Waterworks Lamson for standing behind your products.