Craig P.
Have things changed?
I purchased a 1970's bamboo fly rod used, with serial numbers that had become mis-colored (the background went white) over the years. I contacted customer support in 2016 and was given the rod history and was told I could send it in to the rod repair shop to have the rod inspected and the serial numbers re-inked. I did so, and had a wonderful customer service experience. The numbers were re-done and a few other problems the rod staff identified with the rod were fixed. It was returned to me in a very reasonable period of time. I even received a personalized snail-mail letter that described the services performed on my rod and the prices (very reasonable) charged. I suspect the rod shop that handles bamboo is "old school" and markedly different from the majority of Orvis' mass merchandising operation. However, I just recently called and asked about customer service for a second-hand rod - one of the new glass rods currently sold by Orvis. I was told that they are no longer accepting rods for repair that are not under original warranty. I don't know what would happen now if I contacted them today for service on a second-hand bamboo rod, but the service I received in 2016 was excellent and very different from what I just now experienced with the glass rod.