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Author Topic: Twisted Fury Warranty Issue  (Read 13273 times)

JohnP

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Twisted Fury Warranty Issue
« on: March 09, 2009, 02:40:16 AM »
I am posting below a copy of an e-mail I sent to tom.tomaras last Thursday, March 5, at the address given on the Brunswick web site.  I have not received a reply yet.  If any Brunswick staff folks could help me with this issue I would appreciate it greatly.  I have deleted or disguised names from the post and have not included my phone number or e-mail address, but if you will send me a PM I will be glad to provide this additional information, including the copy of the last chat with bowlerstore.com.  Thank you  --  JohnP

I am JohnP, I manage the pro shop at Tell City Bowling Center, Tell City, Indiana.  I have a customer, EA, that purchased a 12 lb Twisted Fury from Bowlerstore.com on 3/19/08.  I drilled the ball for his wife and was careful to keep the pin 1+" away from any hole and to bevel all holes.  The ball does have finger grips, a thumb sleeve, and a balance hole.  A couple of months after I drilled it, the ball cracked, first between the fingers and then about 3/4 of the way around, probably about 1/8" wide crack.  I normally don't get involved in warranty issues for internet balls, but Bowlerstore.com has jerked him around so much that I have on this one.  They had him return the ball, then sent it back to him unopened and marked "Rejected".  They refused to answer repeated e-mails he sent.  There is no way to talk to a human being there, just an on-line chat.  I have attached a copy of the last chat I've had with them as a Word document.  They have asked him to send the ball back again, but he doesn't want to pay for that and they only say there will be no charge if they honor the warranty.  I really think they have no intention of doing so.  Can Brunswick help us with this?  By the way, I looked at the ball again a few days ago and there is a black gooey material oozing out from between the coverstock and the filler in the balance hole I drilled.  My e-mail address and phone number (home) are below.  Thanks for your help.

 

jls

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Re: Twisted Fury Warranty Issue
« Reply #16 on: March 13, 2009, 11:04:04 AM »
The real issue here is that Bowlerstore.com has not done anything here.  They sold the ball to the consumer.  The ball should have been returned to them, and then they would deal with their dist.  And then their dist. would deal with Brunswick.

That is the normal way things are handled.  A pro shop or a online dealer send the ball back to the dist. they bought the ball from.

Sounds like you went way out of your way to help!!!!

And yet more then likely, the next time this person buys a ball, they will buy PRICE, not good customer service.  So they will again buy it online.

And when it cracks, they Bitxxh to the pro shop that drilled the ball.
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jls

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #17 on: March 13, 2009, 05:30:23 PM »
quote:
The real issue here is that Bowlerstore.com has not done anything here. They sold the ball to the consumer. The ball should have been returned to them, and then they would deal with their dist. And then their dist. would deal with Brunswick.

That is the normal way things are handled. A pro shop or a online dealer send the ball back to the dist. they bought the ball from.

Sounds like you went way out of your way to help!!!!

And yet more then likely, the next time this person buys a ball, they will buy PRICE, not good customer service. So they will again buy it online.

And when it cracks, they Bitxxh to the pro shop that drilled the ball.


I agree with you completely about Bowlerstore.com.  When this issue is resolved, I plan to post what has happened, with my recommendation that no one should order anything from Bowlerstore.com, ever, on a half dozen or so forums that I participate in.

This customer has already purchased a new ball and ordered it through my shop.  In fact, when that ball came in (it was not a Brunswick ball) it had a gouged area and we had to return it to Classic for replacement.  I really don't think he will ever order another ball over the internet, that's one reason I really want to help him.

And the only thing he has complained to me about is the way Bowlerstore.com treated him, when I asked him how the warranty complaint was coming.  He didn't ask for help, I just got aggravated at the way he was treated.  --  JohnP

chatnboy

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Re: Twisted Fury Warranty Issue
« Reply #18 on: March 15, 2009, 12:41:25 AM »
thats why it is buyer beware when shopping online for a bowling ball unless your dealing with an established reputable dealer who already has a track record of greta customer service.to me personally it's why i will NEVER buy a ball online....not to mention that i have a GREAT pro shop(Jaybird's por shop in newport,delaware)to purchase all my equipment...!!!they have great customer service(watch you throw some of your current balls and then help to match you up with the balls you are looking for and will make sure your new ball fits and feels fine)and stand behind all their work!!!!
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Go hard or go home!!!!!Bowl your best...ALWAYS!!!

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #19 on: March 16, 2009, 10:19:09 AM »
I got an e-mail from the customer Friday saying that the form was filled out and sent back to Brunswick.  I'll report back when he hears something back.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #20 on: March 16, 2009, 11:05:25 AM »
Glad to see things APPEAR to be going to a happy conclusion! Hope you are improving with your hip!
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Hit them light and watch them fight
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RIP Thongprincess/Sawbones!

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #21 on: March 16, 2009, 02:45:48 PM »
I have high hopes for a good conclusion also.  The hip is sore and weak, but it's not too painful and I can walk on it, though slowly and with a limp.  And I'm already missing my league bowling.  --  JohnP

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #22 on: March 17, 2009, 10:22:23 AM »
I saw the customer last night, he had not heard back from Brunswick yet.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #23 on: March 17, 2009, 10:58:01 AM »
I think the main reason I'm watching this .. is to see how REASONABLE Brunswick will be? Did BOWLERSTORE.COM really get the door slammed in their face or are they lacking in customer service functions? I'm still watching .. Thanks!
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Hit them light and watch them fight
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RIP Thongprincess/Sawbones!

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #24 on: March 20, 2009, 10:27:33 PM »
The customer promised to let me know when he heard back from Brunswick -- haven't heard from him yet.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #25 on: March 20, 2009, 10:30:31 PM »
I hate jumping to conclusions .. but maybe BRUNSWICK isn't too COOPERATIVE!
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Hit them light and watch them fight
      J O E - F A L C O
RIP Thongprincess/Sawbones!

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #26 on: March 24, 2009, 10:46:52 AM »
I still ahve not heard from the customer, so am assuming no response from Brunswick.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #27 on: March 24, 2009, 12:11:16 PM »
Thanks John!
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Hit them light and watch them fight
      J O E - F A L C O
RIP Thongprincess/Sawbones!

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #28 on: March 24, 2009, 08:33:25 PM »
I just sent Tom Tomaras an e-mail asking him to check on the status of the complaint and sent a copy to the customer.  Hope maybe that will get some response.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #29 on: March 24, 2009, 10:47:22 PM »
Bowlerstore.com .. never did a deal or heard of them before ..but I'm guessing they were having problems with BRUNSWICK and just ran away?
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Hit them light and watch them fight
      J O E - F A L C O
RIP Thongprincess/Sawbones!

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #30 on: March 25, 2009, 10:42:03 AM »
Joe -- I have no idea, but from the response I got from them I don't think they have any intent to honor any warranty.  I don't think I even mentioned that my customer had purchased their "drilling insurance".

I got a response from Tom Tomaras this morning asking if the customer had returned the ball using the labels that Brunswick Warranty Service provided.  My response is below.  Please remember that I'm trying to back myself out of this issue and let the customer deal with Brunswick directly.  He was supposed to contact me when he heard back from Brunswick, either he hasn't gotten the labels yet or he didn't send me an e-mail.

Tom -- I don't know, but I'm sending a copy of this to the customer.  (Names deleted) -- Please advise as to the status, send message to Tom and me.  Thanks  --  John