Q: Why doesn’t Shimano honor the Over-The-Counter Program anymore?
A: Shimano will continue to honor the Over-The-Counter Replacement Policy for those rods that were sold with the ‘Over-The-Counter Replacement Policy’ printed on the hang tag. However, this has always been an elective program at participating retailers. Retailers that do not wish to participate will instruct their customers to make warranty claims directly with Shimano.
Q: The retailer said that Shimano has discontinued the Over-The –Counter Policy and that is why they cannot replace my rod over the counter. I bought my rod before the warranty changes were put into effect; how can Shimano do this?
A: Shimano’s limited warranty covers the rod against non-conformities in material and workmanship. While frequently misunderstood, the limited lifetime warranty has never been an unconditional warranty that covers normal wear and tear, accidents or abuse. In order to verify the reason for a claim, Shimano requires that a rod being returned for warranty replacement pass the warranty inspection process. If a retailer replaces a rod over the counter and returns the rod to Shimano, where it subsequently fails the warranty evaluation, then that retailer is now liable for the rod that they have already replaced. Retailers that do not wish to assume responsibility for these rods will instruct their customer to make warranty claims directly with Shimano.
Q: Why is Shimano replacing my limited lifetime warranty rod with a rod covered by a limited one year warranty?
A: Any Shimano rod that bears a production code of June 2014 or later will be covered by a limited one year warranty. Shimano will honor the limited lifetime warranty on eligible rods produced prior to June 2014. This means that rods sold and produced prior to the changes will be warrantied against non-conformities in material and workmanship for the lifetime of the originally purchased rod. Once replaced, the replacement rod will be covered under the limited one year warranty.
Q: Is one year really long enough to warranty my Shimano rod?
A: Shimano is committed to providing high quality products and we are fully committed to providing you with a rod free from non-conformities in material and workmanship. Issues of non-conformities are almost always evident within the first few uses; therefore a one year limited warranty provides fair and sufficient coverage against non-conformities in material and workmanship.
Q: Why did Shimano change their limited lifetime warranty to a limited one year warranty?
A: Shimano’s limited lifetime warranty has always been limited to protecting the rod against non-conformities in material and workmanship. While frequently misunderstood, the limited lifetime warranty has never been an unconditional warranty that covers normal wear and tear, accidents or abuse. Since non-conformities almost always become evident within the first few initial uses, Shimano firmly believes that a limited one year warranty provides sufficient and fair coverage against non-conformities in material and workmanship.
Q: Do I need a receipt to make a warranty claim with Shimano?
A: Yes; a receipt from an Authorized Shimano Retailer* is a requirement for Shimano warranty claims. Claims without a receipt will not be accepted.
* An Authorized Shimano Retailer will possess a brick and mortar shop. Shimano will not warranty product that was purchased through online auction sites (i.e. e-bay etc.) due to the fact that we cannot trace the origin of the product.
Q: Can I break down my rod to send it in for warranty?
A: Shimano will accept a rod cut in half for shipping purposes, but we will not accept a rod cut more than once. Please include a note with the rod indicating that you have cut it for shipping purposes. Please also bear in mind that if the rod is cut and it does not meet warranty criteria, it will not be replaced and you will no longer be able to have it repaired at a local shop.
Q: I no longer have the hang tags for my rod. How do I find out whether my rod is covered under the limited lifetime or the limited one year warranty?
A: All rods produced in June 2014 and onwards are covered under a limited one year warranty. There are a couple of ways to determine when your rod was produced:
1- Rods produced prior to June 2014 have a production sticker on the blank rather than a production code that has been screened directly onto the rod blank. Therefore, a rod that has a production code screened directly onto the rod blank is covered under a limited one year warranty.
2- Rods produced prior to June 2014 have a production sticker on the blank that has 3 letters on it (example MF-P). The first letter indicates the year the rod was produced (M= 2014), the second letter indicates the month the rod was produced (F= June). If the production code shows a date of “MF” (June 2014) or later (i.e. MG, MH, etc.), then that rod carries a one year limited warranty.
Some rod models that were produced before June 2014 also carry a limited one year warranty. Determine your rod’s warranty length by following the instructions below:
o Locate the rod model number, found just above the handle on the rod blank. It is a series of letters and numbers (i.e. CPS-66MHB).
o Once you have located the model number of your rod, you can determine whether your rod carries a limited one year or limited lifetime warranty by doing one of the following:
§ Call customer service at 1-877-577-0600 and ask a representative
§ Visit our website at fish.shimano.com
· Click on “Rod Warranty”.
· There is a list of rod models below “Limited Lifetime Warranty Rods”.
o Rods included in this list that were produced before June 2014 (see above for details) are covered by a limited lifetime warranty
o Rods that are not included in this list are covered by a limited one year warranty.
Q: How do I send my Shimano rod in for warranty?
A: Once you have determined that your rod was purchased within its applicable warranty term (see previous question for details), you can make a warranty claim with Shimano by doing the following:
· Download and complete the Shimano Rod Warranty Form from our website:
o Go to fish.shimano.com
o Click on “Rod Warranty”
o Locate the appropriate form for your territory (U.S. or Canada)
· Package the entire rod in a disposable container
o Include a copy of your receipt
o Include the completed Rod Warranty Form
· Ship your rod, prepaid and insured, to the following address:
o For U.S. Returns:
Shimano North America Holding, Inc.
Attn: Rod Warranty
Irvine, CA 92618
o For Canadian Returns:
Shimano Canada Ltd.
Attn: Rod Warranty
427 Pido Road
Q: If my fishing reel purchase is within its 1 year warranty term and the receipt is included, will repair services be covered automatically?
A: No, Shimano’s limited 1 year warranty covers non-conformance determined to have occurred during the manufacturing and/or design process. Damages determined to have occurred due to neglect, accident, or normal wear and tear are not covered under the limited warranty, but may be serviced for a specific fee.
Q: Does Shimano warranty the service work that they have performed on a fishing reel?
A: Yes, once a Shimano technician has serviced your reel we will maintain a 6 month limited warranty on the work performed on the reel. (This warranty will be limited to any non-conformance or workmanship error associated with the service work done; normal wear and tear or neglect is not covered)