Orvis Retail Store

Summary: I experienced exceptionally poor customer service and as a consequence, my fishing trip was ruined.
Details: I purchased a $ 400 6 piece 10 wt fly rod + reel at an Orvis store in my PA hometown for the purpose of using it to fish steelhead at Oak Orchard creek, NY. After I purchased it, I drove 5.5 hours to meet a few friends at the fishing location. After about an hour of fishing I hooked a ca. 8 – 12 lb steelhead and wrestled to get it in. Before I was able to net the fish, my rod snapped at one of the 6 interlocking junctions. The fish got away and I was left without a rod.
I had experienced great customer service at the PA Orvis store in the past, and didn’t think that I would have a different experience just because I would be calling on a different Orvis store. Wow, was I wrong. I called the Rochester Orvis store, explained my situation emphasizing the fact that i was on a trip, 300 miles away from home without a rod, and asked if they could swap out my defected, broken rod that is under warrenty. The manager was not accommodating whatsoever, and only offered me an expensive sales pitch (the employees are commissioned) to upgrade my broken rod for $ 300 and an offer to have it sent out for repairs that would take 3 – 4 weeks. What a crock. I argued to no avail.
FYI — I had previously broken a 4 wt orvis rod and the sales team in the PA store swapped it out for a brand new one with no hassle.
First of all, fly rods should not break. Neither of my 2 Reddington rods have broken throughout 10 years of use. The fishing line should break before the rod. Secondly, If Orvis is going to charge twice as much as a Reddington rod they should provide a quality product and/​or excellent Global customer service. I will not purchase another rod from Orvis and encourage others to do the same.