thumbs up for Frabill customer service

[traveler]

I had an issue with my Frabill outpost pop up fishhouse...only 1 year old, and 3 of the 5 straps had pulled thru so the hubs/poles were loose when you collasped it.

I called Frabill...leave a message and it will be returned promptly (really?) Got a call within an hour! I explained the problem, the lady said she had to check with tech support and would call me back soon...yeah, right:) less than 1 hr. later she calls back. Told me to send it back and it would be replaced. No reciept, etc...

She also answered my questions (honestly) as to whether they'd had this issue beofre (they had) and what was done to fix it on the newer models (strengthened the area of failure).

Sent it out this monday (speedy) and got it back today. Hows that for a quick turnaround??

Hopefully the new one holds up better, but I sure won't hesitate to buy frabill products in the future (or to say nice things about them on the internet!)

[panfishpounder00]

and that is why i guide using their products! everything from fish houses, rods/reels,nets, and minnow buckets! top quality stuff! and every now and then, when a mishap does occur,... great service!! two thumbs up for frabill!

[Ed Carlson]

Frabill highly values such feedback and knowing were areas need to be addressed on all product lines. They are very proactive in response and communications to all customer issues when reported.

Feedback from the customer is highly valued right along with the field staff teams and pro staff teams pre-testing and ongoing field test results.

Areas where they can do better are noted, and it's put into action to change them to meet the need or better yet to exceed it.

[eurolarva]

In the last three years I have had two problems with my portable. I broke a seat and one of the frame support bars and two days later after calling them I had the new parts and it did not cost me a cent. Pretty awesome support

[nubote]

I guess the reels aren't a priority. 2 emails, no response. I gave up and filed off the corners of the knobs of these reels. They have the new rounded off corners on reels in stores, but also selling the square corner line tanglers. here's my email:

Hello:

I purchased 3 32 inch medium heavy combos last spring. I really like them. The rod is good for ripping large rattling lipless crankbaits for large walleyes on Lake Winnipeg. The reel with the folding handle is a winner as well, for quick rod locker storage. My problem is the sharp corners on the drag knobs. I have filed off the corners on one reel knob, to eliminate the line getting caught on the corners and tangling the line. It looks like Frabill has responded to this problem with the new reels that have rounded drag knobs. Could you please send me 3 of these drag knobs?

[rwk]

I have had great luck also with frabill service. My seat broke in my predator. Called then and 2 new ones showed up for me.

I just ripped the bottom skirt off mine last night so I might have to give them a call once I set it up and take a look at what I did it was to dark and cold to see last night.

[traveler]

I guess the reels aren't a priority. 2 emails, no response. I gave up and filed off the corners of the knobs of these reels. They have the new rounded off corners on reels in stores, but also selling the square corner line tanglers. here's my email:

Hello:

I purchased 3 32 inch medium heavy combos last spring. I really like them. The rod is good for ripping large rattling lipless crankbaits for large walleyes on Lake Winnipeg. The reel with the folding handle is a winner as well, for quick rod locker storage. My problem is the sharp corners on the drag knobs. I have filed off the corners on one reel knob, to eliminate the line getting caught on the corners and tangling the line. It looks like Frabill has responded to this problem with the new reels that have rounded drag knobs. Could you please send me 3 of these drag knobs?

Call them!

[silverbulletguy]

Anyone have problems with the support pole not extending? I usually don't use the poles but I can't seem to get the adjustable one to extend. Any ideas on how to make it work? Thanks

[harvey lee]

It's great to hear Frabil took care of you.

[harvey lee]

I guess the reels aren't a priority. 2 emails, no response. I gave up and filed off the corners of the knobs of these reels. They have the new rounded off corners on reels in stores, but also selling the square corner line tanglers. here's my email:

Hello:

I purchased 3 32 inch medium heavy combos last spring. I really like them. The rod is good for ripping large rattling lipless crankbaits for large walleyes on Lake Winnipeg. The reel with the folding handle is a winner as well, for quick rod locker storage. My problem is the sharp corners on the drag knobs. I have filed off the corners on one reel knob, to eliminate the line getting caught on the corners and tangling the line. It looks like Frabill has responded to this problem with the new reels that have rounded drag knobs. Could you please send me 3 of these drag knobs?

Is there a chance that they did not recieve the e-mail? Suprised that there was no response and thats why I ask.

[Ed Carlson]

Anyone have problems with the support pole not extending? I usually don't use the poles but I can't seem to get the adjustable one to extend. Any ideas on how to make it work? Thanks

What model Frabill ice shack do you have?

[silverbulletguy]

2 man Trekker I think. Its 3 years old. Really only used the last 2 years though.

[Ed Carlson]

On the Trekker series the rear suport pole is dependent on having all the top supports in place to fit properly.

Plus having the support frame at full extension on the pop-pin holes. Without the top and the front in place the rear will not fit tightly.

[silverbulletguy]

My problem is the front support pole does not extend. It is stuck and I am not able to get it to move. I was looking for any tips on how to make it extend. The button is pushed in and it will not move in any direction. I've tried bringing it in the house and even warmed it up with a blow dryer to see if that would help. No luck.

I get the fact that the back pole doesn't lock into the tub so I usually just hang my coat on the back so it has pressure and stays in the notch for the pole.

Thanks for the help!

[eurolarva]

The pole is probably rusted. Mine has quite a bit of rust on it. I periodically take it and separate the poles and spray them down real good with WD40 then wipe them down with a paper towel. This will take care of most of the rust. Right now I would recommend you hit the pole against something. This might jar the rust loose. You could use a penetrating oil as well.

[Ed Carlson]

The push button may be jammed. Or it could be coroded in and will not pop fully in/out to allow adjustment.

Start with the push button, try to get it too remain inside the pole out of the way so once you force the two sections apart you will not damage the pin. You can realign it latter with a needle nose pliers. Some WD-40 and a pair of vise grips should wiggle two sections apart. Try not to dent or squish the adjustable poles, as that will just make matters worse.

If the front pole is not fully extending the top supports and the rest will not allow the rear support the proper tension and fit.

Once apart, check the ends for being out of square and de-burr the tube ends. Clean up the pole with some steel wool or an SOS pad. Align the pop-pin as it should be in the inner tube, lube it up with some chapstick or wax, she should be good.

[Ryan_S]

I guess the reels aren't a priority. 2 emails, no response. I gave up and filed off the corners of the knobs of these reels. They have the new rounded off corners on reels in stores, but also selling the square corner line tanglers. here's my email:

Hello:

I purchased 3 32 inch medium heavy combos last spring. I really like them. The rod is good for ripping large rattling lipless crankbaits for large walleyes on Lake Winnipeg. The reel with the folding handle is a winner as well, for quick rod locker storage. My problem is the sharp corners on the drag knobs. I have filed off the corners on one reel knob, to eliminate the line getting caught on the corners and tangling the line. It looks like Frabill has responded to this problem with the new reels that have rounded drag knobs. Could you please send me 3 of these drag knobs?

I do customer service for the company I work for and we frequently have people sending angry emails because we have not responded to their original email. In most cases, the customer has mis-typed their own email and we can't reply back or, they have their spam filters set up so that our replies go to straight to their junk email. If you haven't already done so, check those two things. If Frabill messed up, shame on them, they need to take care of issues like that or at least give you a reply. However, if it does turn out to be your fault, do the right thing and own up to your mistake.

[Northlander]

I wish I would have gotten the same good customer service back when I used my Speedshack XL. Every pole in that thing was bad and they wouldnt do anything for me. Now I have a Speedshack XL with bad poles sitting around taking up space.

[Ed Carlson]

You may still be able to buy the frame kit, it's worth asking anyway? They may have a spare kit in the warehouse yet? Long out of warranty now for sure, but they will likely work with you on it if they have a kit on hand yet.

If not, I would get 5/8 electrical conduit bent to fit using your old poles as a template. It will be sturdier than the originals were. This option may very well be cheaper in the end than the price of the kit and the shipping.

[northernflyer]

I had an issue with my Frabill outpost pop up fishhouse...only 1 year old, and 3 of the 5 straps had pulled thru so the hubs/poles were loose when you collasped it.

I called Frabill...leave a message and it will be returned promptly (really?) Got a call within an hour! I explained the problem, the lady said she had to check with tech support and would call me back soon...yeah, right:) less than 1 hr. later she calls back. Told me to send it back and it would be replaced. No reciept, etc...

She also answered my questions (honestly) as to whether they'd had this issue beofre (they had) and what was done to fix it on the newer models (strengthened the area of failure).

Sent it out this monday (speedy) and got it back today. Hows that for a quick turnaround??

Hopefully the new one holds up better, but I sure won't hesitate to buy frabill products in the future (or to say nice things about them on the internet!)

I had the exact same problem and the the same result from customer service. The new shack seems to be much sturdier. Great customer service!!!

[Northlander]

You may still be able to buy the frame kit, it's worth asking anyway? They may have a spare kit in the warehouse yet? Long out of warranty now for sure, but they will likely work with you on it if they have a kit on hand yet.

If not, I would get 5/8 electrical conduit bent to fit using your old poles as a template. It will be sturdier than the originals were. This option may very well be cheaper in the end than the price of the kit and the shipping.

They had their chance to make it right and failed so I wont use their houses any longer even if they give me a set of poles. When I called them it was still in warranty.

It will be OTTERS for me from now on!

[nubote]

I check junk folders for real email all the time. Emails that bounce are notified to my inbox. the return email addy is on the email. At this point it doesn't matter. The reels don't tangle since I filed the knob corners off.

[Ed Carlson]

NorthLander what exactly was bad about all the poles on the Speed Shack XL, can you expand on that some more please? I am curious as to the original problem you were having with them.

[Northlander]

ED e-mail me and we can discuss it there.

[fishhawk09]

Nubote....please check your HSO inbox please. I think I can help you with your reels.