Just an update.
I received my new replacement bit just now, Friday afternoon. Definitely a much more shiny finish that the one I sent back. But it was touch and go there for a bit… haha

I had sent the faulty bit this week, Monday morning at 8:45am. The tracking number showed it received by ARDISAM on Tuesday afternoon. Then we went radio silence.

I assumed I would have shipping info on Tuesday, or Wednesday but nothing. Called and emailed on Tuesday and Wednesday. I was told previously the new one would be shipped when the bad bit showed “In transit”.

Thursday afternoon I received my first email stating the unit would be shipping and arrival would be in 2 – 3 days. Oh no, A lost weekend I feared, so I called to see if it could ship next day. I called again, and waited on hold and talked to a Customer Service Rep. She told me it was shipping via SpeeDee and delivery “should” get it there on Friday, Saturday for sure. I am heading out of town this afternoon (Friday) to go fish…..

This morning I received this email from ARDISAM, “I received your emails. I apologize for the confusion. Our policy on returns is that when the return is received in our warehouse the replacement is shipped. I apologize and understand the frustration if there was any miscommunication. I know that it does not make it right but I will be sending an ION hat to you.”

Just letting all know, as an FYI for anyone needed to process this replacement in the future, I’m not sure if they changed their policy or not, but it was definitely a full 5-day process for me, and delivery was in the Twin Cities. Could it have been longer process if out-state???

It did all work out in the end on the replacement. I still would not consider my experience to be bad, I think the company is doing a good job fixing the issue. Things happen.

I’d like to see a show, where you go to a lake/area unknown by your staff prior to arriving. Come to a town, let’s say on a Wednesday, then someone local, gives you a lake name. Film that evening on how you research the lake, and how you plan to attack it the next morning and why, based on nothing more than what you can find on the web or talking to locals at a bait shop and such? Call no Pro’s in the area.

I did get a hold of customer service. I explained my issue, and was told immediately they would send a new bit. It was followed up with an email stating: “We did experience a small batch of new ION ice augers that were icing up doing to a coating issue. I would be happy to exchange the auger for you”. They sent a UPS ground tag to me via email. Once it is in transit, they are sending the new one.

At this point I expect my issue to be resolved, but will let everyone know once I get the new bit.

Customer service was prompt, helpful and courteous.

I had quite a few issues with my ION X this past weekend. It iced up, to the point the blades wouldn’t cut. If I got two holes cut, before chipping ice off, that was good. I’d guess 30-40% of the time I had to stop half way through a hole and chip ice off and start cutting again.

I did find that if I got through a hole, kept the auger in the water, hit reverse for a bit, then pulled the auger out of the hole that seemed to help. But wasn’t completely resolving the issue, it helped some.

I sent an email off to them late yesterday, and will call shortly if I haven’t heard back. I will update when I hear back.