Let’s talk about Orvis shall we. I bought my Orvis boots at the start of the season, a pair of Henrys Fork II Premium Wading Boot – I was pretty annoyed as the last boots I bought from another company fell apart pretty quick so decided it was time I bought a top of the range pair. Naturally I turned to Orvis as they are known as being a good reputable company with good customer service. The customer service part was one of the deciding factors – I had read on various forums about their policy particularly to do with waders. We all know the problems of waders leaking after just a season and sometimes even less for that matter – when other companies expect you to jump though hoops too get them fixed Orvis simply send you a new pair. I do expect this to be within reason though – I mean if it was like ten years later than I reckon natural wear and tear is not permissible as a fault. A rule of thumb I think for breathable waders would be 5 years normal fishing – normal fishing being a few times a week with good care being taken of them between sessions. For boots I reckon 3 years – considering they are in water and spend most of the season wet I think they should start looking tatty after a year and a half and probably giving up the ghost during the third year.
Anyway, I bought my new boots from Orvis and then wore them for the season – I put my initial impressions in my review section and got used to my new boots.
Boy – they were good. The only drawback was the outer layer seemed to be peeling off causing them to not look as good but still functioning just fine. I was a wee bit concerned about the rubber toe section as after the skin came away it looked like it might follow suit as well – I knew it would take a while for that to happen though so was not overly concerned – there was fish to be caught…
All well and good until one fateful day during the first season when the felt sole fell of…I knew it had fallen off as I put my foot down on a boulder and slid around a half metre into a deep hole. It would have been a pure comedy moment if someone had been around with a camera but as it was I just flapped around a bit – got myself to shore and inspected the damage – the whole felt sole had come away.
I went home and wrote up my report for the day – thinking about what I was going to do about it – I paid good money for those boots. I was considering buying more felt and sticking them on myself but I would have to buy studs, I was then thinking of contacting Orvis to see what they could do but because of bad experiences with companies in the past I reckoned all in all it was going to be a pain in the ass trying to sort it out.
Well, within a few hours of that post going live James Hathaway from Orvis US got in contact offering to replace the boots. We exchanged a few emails; the boots got diverted to Canada by accident but eventually ended up on my doorstep.
Now, a cynic might say Mr. Hathaway was just worried about a bit of negative press on the net however I now know otherwise. Yea fair enough, he contacted me first but you know, I reckon if I had contacted Orvis the exact same thing would have happened – new boots. I have now heard similar stories from other people about Orvis, not just about boots but waders, rods and reels as well. In this day and age tackle manufacturers have got to take that little extra step to get the punters to buy the products – it does not have to be the fastest this or a techno gizmo that will help you catch more fish,, good old fashioned customer service will win the day every time. So has Mr Hathaway done here? Well he sure as heck has got himself a new customer for the future that’s what – waders, boots – I am looking for a new 4 weight, my first choice will probably now be an Orvis!
Now you know how much I moan about tackle manufacturers, but I hope you think of my words the next time you are in the market for a bit of new kit as well – that kind of customer service deserves business.
[tags]orvis customer services, james hathaway, orvis, Henrys Fork II Premium Wading Boot [/tags]