Terrible service quality and response times, reel service and repair
So about 8 months ago I went on a trip to gnarloo with Bodie and a couple of Other mates. Had an awesome trip with plenty of nice fish caught, even though the weather was average. Because of the rugged terrain and the fact we were in the middle of nowhere, I though it would be best to get my reels serviced upon my return. I sent a reel off to the direct competitor of shimano (I am sure you can all work that out). The reel was there for about 7 weeks and finally returned. Due to having the luxury of having a few reels of similar size, this was put in the drawer until needed next.
fast forward to January 2017 and we were heading out for a demersal fish. The size of reel I needed suited what had just been serviced a few months prior (and yet to be used since) so I decided to take that out for the day. Hooked up to my fish fish of the day which was about a 4kg sambo and the handle starts turning in reverse all of a sudden, and the reel is making a horrid grinding noise. Needless to say it was retired for the day, and returned to the Australian based agent for correct reassembly and review. The reel then proceeded to sit in the que for some 7 weeks, before being reviewed once again. 6 interstate phone calls to Sydney and a rather comprehensive email and I finally get my reel back today. Unpack it, and low and behold the first thing I see is there is a specific screw missing out of the overhead reel side plate! Not only was I seeing red by now, it also had me wondering what else was left half arsed.
I then did what I should have done in the first place and stripped the reel myself (I wanted to maintain warranty so I sent it to them for servicing in the first instance). It looked clean enough inside with new grease where needed, that was until I decided to look at the drag washer stack. The washers were knackered and I actually made a point of highlighting the drag was less effective when it went in for the first service.
So now not only have I been without my $600 overhead reel for 3 months, it has been serviced by the "professionals" in a shit manner, and I now need to replace the drag washers myself. I won't be sending another reel there no matter what, and wanted to highlight that although you may pay a reasonably high price for what is a quality reel, the service thereafter is average to say the least.