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Don't understand why you had so much trouble. Was out there day before yesterday and daughter and I were talking to a girl she grew up with that works customer service, Man walked in with one of those Bill Dance crappie pole,reel setups with the tip broke off. She just took it from him and told him to go get another one. When he came back she pulled him up in computer printed a copy of old re opt for him and told him to have a nice day. No hassle at all. You must have gotten a real winner when you went in.