[wetsuiter]

I sent my VS 250 to Van Staal for annual maintenance almost 3 months ago and still have not got it back yet. I placed a number of phone calls to them and have yet received a call back! Has anyone else had this BAD experience?

I was planning on the purchase of a 150, but now I am re-thinking that decision.

(This post edited by jpfsurf on 04/20/2003)

 

[618387]

VS Response

Wetsuiter, The lack of any return phone calls is totally unacceptable and I extend to you my apologies.Candidly the influx of reels for annual service has caught us by suprise. We staffed for a 50% increase over last years volume whereas the incoming volume has actually run at a 200% level compared to this period last year. We have 3-4 technicians working at clearing the back log as quickly as possible. We are also taking the necessary steps to prevent this from happenning next year. That said it still does not resolve your immediate issue but I guarantee you that if you email me [email protected] I will personaly get involved and will resolve this to your satisfaction. If any other Noreast members are having a similar problem PLEASE do not hesitate to contact me. Regards Rick Hersom Van Staal

 

[624445]

Never Understood Why

A top quality reel would need to be returned every year at a cost of $50 to be "tuned up".

Should'nt the reel be able to perform without this maintainence every year ?

Other than a continuous flow of secondary income for Van Staal, what is the purpose of doing this ?

 

[wetsuiter]

Thank you very much, Rick.

Toghole - I'm not thrilled about paying for annual maintenance or sending the reel in, but they do quite a bit to ensure it is working 100%. VS is a great product and I would recommend it to any hardcore fisherman!!

 

[618387]

Van Staal Annual Service

Toghole, The misperception is shared by nmany that the annual service function at VS is a secondary windfall source of income for our company. Suffice it to say that this function and the service we provide to our customers costs us money and is a losing proposition when looked at in simple profit and loss terms. Our focus since taking over the VS product has been to make it the best product availible especially for those hardcore types who rely on the VS Series reels. We inherited a "can of worms" from the "old" company in terms of design iterations, policies etc. I can assure you that if you were to witness in person what goes into each and every reel which is serviced in terms of time and material you would be left speechless.We have take no short cuts and cut no corners when it comes to replacing parts especially on reels that are pre Reel Ventures. Although it may be somewhat inconvenient for $36.95 it's the best deal in fishing!
Rick Hersom Van Staal

 

[616930]

No Problems Here

Thats funny...I also sent mine in three months ago...I got it back two months ago, only took them a month to do the maintenance.

Also, Why people are always complaining about the yearly service fee. If people can afford a $500 for reel why are people wimpering about a measily $36 for annual maintemance to keep their reels it tip top shape???

(This post edited by googinator on 04/19/2003)

 

[RedEd]

I also sent my reel in for service in Feb. and have not recieved it back. I'm starting to get anxious. I also called about a month ago and left a message. I did get a call back apoligizing for the delay. The problem of business being so good has unfortunetly also become our problem. I love the reel and don't mind the service deal but this doesn't bode well. I am a noreast member and I will call. Happy Easter to all RedEd

 

[ZenoH]

Sent three reels to them on November 30th and got them back by December 10th.And that's with a lot of stuff changed on them.
As with anything in life , if you try to do something (driving to Montauk on memorial day comes to mind) like everyone else , it creates a traffic.I give them two thumbs up for everything they have done since taking over the co.
Z

 

[ZenoH]

PS
Why is that when people are asked to do something they want to get paid $100 an hour yet when they requite service of a professional they dont want to pay over $10 an hour.I find this ridicules. it probably takes an hour to service the reel ,change any parts and put it back together.And shipping back to you is probably five ,six bucks.So now the service cost $30 ,right( once you back out the shipping to your house).Few dollars in parts on average + lets say $25 an hour for mechanic.
Oh , yeah , VS must be raking the money in .They probably are loosing money.

And how much are you paying your car mechanic ?I bet no less than $ 75

 

[mattyblazer]

Would you bring a ferrari to jiffy lube?

I just bought number 8, and could not be more satisfied with the whole situation. Not many reels out there that can be dunked in waves loaded with sand, so I feel like the maintanance is looking after my investment. I had the good fortune to have a conversation with Mr. Hersom a few weeks back, and I am posetive that this man and the company as a whole are dedicated to nothing less than the best service possible! These guys take the time to listen and read everyones wants and needs and do there best to make everyone happy. When you run around on two or three hours of sleep, from the spring until the beginning of winter, who wants to fool around with stuff that doesnt cut it. So for less than $40 they take my reels and keep them perfect, and dependable. All I know is when I have a fish on I am confident in my equipment.
Thanks

(This post edited by mattyblazer on 04/20/2003)

 

[614285]

i had mine servcied

i had four reels seviced at the end of oct and i used my 150 once in oct and put it away for the winter i went to break it out for use in lnb this year
and low and behold all the oil had leaked out in the bag now it feels like a coffee grinder i cant justify send it back for every little problem

 

[623428]

weren't the old owners in the process of setting up a dealer service network? I think Altenkirks was one of the centers. It was one of the few good ideas they had. Rather than a drop-off, ship and pick up service, why not train selected dealers to do the annual service and reserve the factory service for major warranty service type repairs?

Or just spend whatever the kit costs once and learn to service it yourself.