I agree they can be tough to get a hold of sometimes (I always call the Plano number/ the Frabill one seems too never go through) but once I get them, they have always helped me out. I have gotten a seat replaced, parts for a reel and a latch for an old tackle box that broke. Yes, I will agree they may not be the best customer service around (just trying to get in touch with them), but I have also delt with far worse.