Having to deal with customer service for any product is never high on my list because it usually means something is busted. Such is the case with my need to interact with Frabill’s customer service. I have a walleye net that has been a bit of a problem child from the start. Had a couple issues I was able to fix myself with some glue. A couple weeks ago, the end cap on the end of the handle that goes into the yolk popped off into the lake. No big deal, just cosmetic for the most part. Then shortly after that the metal band that the push button is on for locking the handle into the yolk snapped and came out in a couple pieces on the first fish of the day, and of course went into the lake. We spent the entire day netting fish with a net that had no handle. Anyway, I got in touch with Frabill, told them what net model it was, what two pieces I needed to fix the net, and asked if they sold them since the net was probably out of warranty and I didn’t have the receipt. They said they would mail me the parts at no cost. In the back of my mind I had hoped that would be their answer but would have been fine with paying for the parts as I understand that things break, and I’m not the easiest person on nets. Box comes in the mail yesterday with an entire new handle, which was a very pleasant surprise.
Kudos to Frabill for understanding the right way to handle a customer issue. Free replacement parts to fix my net would have satisfied me, but going one step further and sending an entire handle makes me into a likely return customer.
