Bass Pro had avertised that they do reel repairs.
Janns Netcraft may have a contact for that also.
I've had a Shimano Saros with 3 years of hard use and no problems.
Have you put oil in the small inlet on the side. It takes a small screw driver.
Good thing to start with unless it's really broken.
Shimano is the only brand spinning reels on our boats. Shimano is actually a gear company is why the reels are so good.