Service Process
We appreciate your purchase of Mach's products. If you are needing inquiries on rod and reel services, parts ordering, or technical assistance please contact us.
Parts & Service:
Phone: 803-830-6005
Email: INFO@MACH-NATION.COM
Hours: Monday - Friday | 8:30 a.m. - 4:30 p.m. CT
Warranty:
- Only AWSC designated Service Centers are authorized to provide repair services under factory warranty.
- AWSCs validate warranty eligibility.
- You will be contacted if AWSC is unable to repair your reel under warranty when warranty is requested on the Service Repair Form.
- CLICK HERE to review Reel Warranty terms and conditions.
- Follow SERVICE instructions above.
Our industry leading service technicians will promptly review your Mach® product, verify warranty registration information and diagnose the nature and scope of repairs required. Mach® products covered by Mach's® Warranty will be repaired or replaced and return shipped back as soon as possible, this can take up to 3 weeks depending on extent of the repair and availability of replacement parts. Repairs required outside the scope of Mach's® warranty will be estimated and you will be contacted within three working days of receipt. Once repair authorization is received, Mach's® Speed Service™ Team will complete repairs and ship your Mach® product to you within two working days.
Service Videos
Watch Parts & Service videos here. Videos will include How-to adjust reels braking systems, gearing, product maintenance, and more. Check back periodically as this section will continue to grow.
Manuals & Schematics
View/Download Mach's reel product manuals that are included with each Mach reel package. Manual includes brief description and/or key reel features, Model Specifications, Maintenance and Care instructions, Warranty information and product schematics.
Register Your Product
When you receive your new Mach product, register your warranty within 30 days by completing and mailing the Warranty Registration Card included. Should your Mach product cease to function flawlessly, return it to Mach's Speed Service™ postage pre-paid. Include a note indicating the nature of the issue, your name, return address and an e-mail address or daytime phone number where a member of Mach's Speed Service™ Team can easily contact you.
Alternatively please fill out all fields below and click submit form to register your product.
Warranty & Repair FAQs
How / where do I send my reel in to get fixed?
Our Authorized Warranty Centers will determine the warranty status of your reel and are able to estimate any non-warranted services. Download an AWSC form from the list above and contact them for return instructions prior to sending your reel in for service.
What’s the warranty on my reel?
Reels manufactured since January 2010 have a 1 year limited warranty. Click here for official and complete warranty information.
How much does it cost to get my reel fixed?
You are responsible for the costs of sending the item(s) to the Repair Center and insuring safe arrival. Services provided by warranty are at no additional cost to you. Non-warranted service prices are determined by the servicing center.
Can I buy parts for my reel?
Yes. Contact the service center of your choice for part prices, terms and availability.
I can’t find a schematic for my reel. Can you send me one?
Yes, we’ll need your e-mail address to send a pdf file of the schematic and user manual.
How long does it take to get my reel repaired and back?
Overall Service times vary by season, shipping service selected, distance, and response back to the service center. Our AWSC’s strive to maintain a 3-day or less turn time in house. Your selected service center will be able to give you a more accurate turn time when you are ready to send the item. Try to allow 3 weeks total for shipping the item to the center, actual repair time, and return shipping time back to you.
My rod broke. What do I do next?
Contact Consumer Services at (803) 830-6005 or Info@MACH-NATION.com.
What's my rod warranty?
Rod warranties are limited and vary by model and year of manufacture from 1 year to Limited Lifetime. As a general rule, all combo rods and rods with a MSRP of $100 or less manufactured since January 2010 have a 1 year limited warranty. For Official rod warranties click here.
My combo rod broke. Do I have to send my reel too?
We only need the reel if there is an issue with it also. In the rare case we also need the reel, Consumer Services will let you know.
How do I put the insert back in my rod guide?
Guide inserts are not replaceable. The complete guide must be replaced.
Can I get a different rod for my broken rod?
If we are unable to provide an exact replacement for an in warranty rod, we may, at our discretion, offer an upgrade or model change to fulfill our warranty commitment to you.
Why do you need my e-mail address?
An email address helps us respond to you quickly and you to respond to us at your when you are able.
Why do you need my phone number?
Your contact phone number is preferred when the answer to one question determines our course of action or next question.
Why can’t you ship my rod to my PO Box?
Most automated postal facilities are not equipped to handle the length and packaging materials used to ship rods.
What can I use to pack a rod coming back to you?
Contact Consumer Services. They can review your shipping requirements and inform you of the best packing materials for your situation to assure your returned item will arrive with least chance of damage to the returning item.