A couple of yrs ago I went to my local tackle shop to have them do maint on my Calcutta - sticky drag. They sent it off to Shimano for the work to be done. About 5 weeks (ugh) later, the tackle shop called to tell me the reel was ready. I went in and much to my surprise, it was someone else's reel -- even had a name and address on it.

Well I wasnt very happy. The tackle shop got right on it and the next day they gave me one of their brand new 400's and in turn had Shimano send them a replacement for their stock -- all completely free of charge.

That was making lemonade out of lemons - they turned around an ugly and made it right.

The only issue was the sentimental value lost with my first reel but the new one is quickly making up for it!

Hope yours gets fixed right. Good luck.