Dobyns Rods Incorporated

Our warranty policy specifically states that rods submitted without a logo section are void of warranty. The logo section is the identifying portion of the rod model. We allow customers participating in our No Hassle Warranty Program to cut out the logo section of their rod and submitted
only that portion for a warranty claim. When doing so, the customer agrees that the rod was not defective and they dispose of the remaining pieces themselves. Due to this policy, we do not allow warranty claims on rods without the logo section. Further, the rod submitted for a warranty claim was not the model the customer stated in his complaint and the pieces submitted show evidence of being cut at the logo section. Our published warranty can be viewed at: http://dobynsrods.com/warranty/

Please see the published warranty policy at: http://dobynsrods.com/warranty/, which explicitly details rods without a logo section are void under our warranty program. Further, defective rods typically break within the first couple uses. In addition to the obvious cut at the logo section, the customer's rod shows evidence of heavy use, indicating it was not defective

I am rejecting this response because:The store I returned the rod to is a friend of mine that owns the store so I don't know think I was aggressive in the store there is an employee there that is a Sponsor for Dobyns Rods and is the one that took a look at it and came up with idea I send it back .I was very upset with the way Dobys handled the situation on the phone and I will write a bad review about my experience that I had

I am rejecting this response because: I know the warranty policy but as I stated I could not retrieve the piece because it ended in the lakeThere was no cut on the rod that is how it blew right at the handle which is why the logo piece ended up in the lake because there was no guides to catch it like the rest of the rodThe rod hardly got used cause it was a foot rod which did not fit in my buddies rod locker, so I didn't start using it till I got my boat this yearI would be willing to pay the replacement fee even though it was a rod defect to settle this issueThe lady I spoke with on the phone admitted it was a dobyns rodI don't see what the issue is if they admit it's their rod and offer a replacement option even if it's the rod owners faultIn this cause the rod malfunctioned but I would be willing to pay the replacement to settle this problem

Dear Sir, The primary issue the customer had was over a broken rod.  Our warranty policy can be viewed at [redacted].  The warranty is a limited lifetime warranty policy.  Every product has a replacement fee associated with the Series of the product as...

well as a return shipping charge.  This customer had a Fury Series which carries a $50 replacement fee.  If the product has a defect, the replacement fee is waived.    Two to three weeks prior to my dealing with this customer, we received a phone call from one of our retailers informing us of this customer and the situation.  The customer wanted to exchange a broken rod and disagreed with our warranty policy.  At the retail location, the customer was very aggressive with the employee and threatening towards the business.  The retailer referred the customer to us.  We received the product and found that it was heavily used and had several marks in the graphite on both sides of the break point indicating that it had been smashed.  The product was not defective.  When the customer was contacted by our warranty department and informed of the findings and that he would be responsible for the replacement fee of $50 plus return shipping of $20, he became very agitated and aggressive.  He later called back and reached another employee who was unfamiliar with the claim.  The customer was again very aggressive and threatened our business.  The employee informed management of the situation and the call was taken.  The customer was informed that the rod was definitely and clearly not defective and the replacement fee was in place, however, due to the incident between the employee and the customer, management agreed to accommodate the customer’s request and waived the replacement fee and return shipping.  At the time the customer was informed, he led me to believe he was satisfied with the resolution and the replacement was indeed sent out the same day at no additional charge to the customer.  Again, the only requests made by the customer were a free replacement of his product and disciplinary action against the employee.  Both requests were accommodated.  Please see the attached invoice sent with the replacement rod.  This was provided to the customer as well.  If I can be of further assistance, please let me know. Thank you,[redacted]

I am rejecting this response because: I could not provide the logo section of the rod because as I tried to explain to tgem. The rod blew up and pieces went into the lake because there was no guides to stop them. It is not my fault their product was defective and blew up in such a manner that I can not give them what they need. I, the customer, should not be held accountable for their product being defective in such a manner I cannot provide what they require.

Review: Dobyns rods does not honor their warranty. I owned a dx784c ml rod. The rod blew up on a hook set set into at least 6 pieces that I recovered. I was missing the pieces with the logo and model number on it because it ended up in the lake when the rod exploded on the hook set. Because I i couldn't retrieve the missing pieces because they went in the lake, dobyns would not warranty the rod. I connected dobnys twice and the I spoke with just said they would not not warranty it because I was missing the piece with the logo, I explained to her that the rod blew up and that the missing pieces ended up in the lake and there was no way of me recovering them, she didn't care and just said the rod would not be warrantied.Desired Settlement: I own 20 plus dobyns rods and up until this point I hae been satisfied with the company. All I am asking for is that they honor their warranty and exchange the rod for a new one free of charge.

Business

Response:

Our warranty policy specifically states that rods submitted without a logo section are void of warranty. The logo section is the identifying portion of the rod model. We allow customers participating in our No Hassle Warranty Program to cut out the logo section of their rod and submitted only that portion for a warranty claim. When doing so, the customer agrees that the rod was not defective and they dispose of the remaining pieces themselves. Due to this policy, we do not allow warranty claims on rods without the logo section. Further, the rod submitted for a warranty claim was not the model the customer stated in his complaint and the pieces submitted show evidence of being cut at the logo section. Our published warranty can be viewed at: http://dobynsrods.com/warranty/

Consumer

Response:

I am rejecting this response because: I could not provide the logo section of the rod because as I tried to explain to tgem. The rod blew up and pieces went into the lake because there was no guides to stop them. It is not my fault their product was defective and blew up in such a manner that I can not give them what they need. I, the customer, should not be held accountable for their product being defective in such a manner I cannot provide what they require.

Business

Response:

Please see the published warranty policy at: http://dobynsrods.com/warranty/, which explicitly details rods without a logo section are void under our warranty program. Further, defective rods typically break within the first couple uses. In addition to the obvious cut at the logo section, the customer's rod shows evidence of heavy use, indicating it was not defective.

Consumer

Response:

I am rejecting this response because: I know the warranty policy but as I stated I could not retrieve the piece because it ended in the lake. There was no cut on the rod that is how it blew right at the handle which is why the logo piece ended up in the lake because there was no guides to catch it like the rest of the rod. The rod hardly got used cause it was a 7 foot 8 rod which did not fit in my buddies rod locker, so I didn't start using it till I got my boat this year. I would be willing to pay the replacement fee even though it was a rod defect to settle this issue. The lady I spoke with on the phone admitted it was a dobyns rod. I don't see what the issue is if they admit it's their rod and offer a replacement option even if it's the rod owners fault. In this cause the rod malfunctioned but I would be willing to pay the replacement to settle this problem.