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Author Topic: Twisted Fury Warranty Issue  (Read 13274 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.

 

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #31 on: March 25, 2009, 11:31:33 AM »
Got an e-mail from the customer saying they never received a label.  Sent it on to Tom Tomaras.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #32 on: March 25, 2009, 01:30:43 PM »
John .. I heard enough to decide in my head .. BRUNSWICK isn't a company I'd prefer to do business with (as a consumer) I hope they treat their SELLERS better!!
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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 #33 on: March 25, 2009, 08:52:58 PM »
I'm going to call Tom in the morning and see if we can hash something out that way.  I'm tired of going back and forth with e-mails.  --  JohnP

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #34 on: March 26, 2009, 10:51:01 AM »
I got an e-mail from Brunswick Warranty Service this morning.  They HAD sent shipping labels to the customer, but at a different e-mail address than what I've been using for them.  I'm guessing it was a work address and he either overlooked the message or forgot about it.  I forwarded it on to him at the home address and should hear something back from them.  I did call Tom Tomaras this morning, but got his voice mail.  Left a message for him to call me but haven't heard from him yet.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #35 on: March 26, 2009, 10:56:34 AM »
John .. for the effort you are putting in on this .. I'd take you as my ball rep any day .. wish there were more Pro Shops like you! I THANK YOU!
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Hit them light and watch them fight
      J O E - F A L C O
RIP Thongprincess/Sawbones!

Verbs

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Re: Twisted Fury Warranty Issue
« Reply #36 on: March 26, 2009, 11:03:11 AM »
JohnP,

Just FYI, Tom works for Brunswick part time. He is the produce manager for a local large chain of stores. He usually gets into his office at Brunswick around 1pm.

Trust me, Brunswick WILL take care of the situation. They just have to do all the proper "corpoarate" procedures.

Thanks,

Verbs
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Larry Verble

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #37 on: March 26, 2009, 04:43:56 PM »
Verbs -- I'll remember that if I need to talk to Tom further.  I do think Brunswick will come through on this, I'll just be glad when it's over.  --  JohnP

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #38 on: March 28, 2009, 08:48:28 PM »
I received an e-mail from the customer tonight.  They have been out of town but plan to ship the ball to Brunswick early next week.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #39 on: March 29, 2009, 12:37:11 PM »
Hope Brunswick helps this bowler .. what matter where the ball was purchased .. it's a BRUNSWICK ball .. they should stand behind their products! If the ball was abused .. which I think is unlikely , it would be different .. but a ball is a ball no matter where it was BOUGHT!
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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 #40 on: April 01, 2009, 10:24:24 AM »
The customer dropped by the shop Monday evening and picked up boxes to ship the ball in.  It should be in transit by now.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #41 on: April 01, 2009, 11:38:12 AM »
Still anxious to hear the conclusion to this situation .. 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 #42 on: April 04, 2009, 09:52:22 AM »
I'm bringing this back to the top mainly to let you know I haven't forgotten about it.  I haven't talked to the customer since he picked up the boxes last Monday, but hope the ball is at Brunswick by now.  --  JohnP

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #43 on: April 04, 2009, 10:01:12 AM »
I've been thinking about this .. all my dealings with manufacturers and cracked balls were satisfied with PICTURES! Why is BRUNSWICK making the customer go through extra SHIPPING expenses when a picture should be enough? At the end of each of my experiences it wasn't necessary for me to return the ball (however in most cases I did!).
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Hit them light and watch them fight
      J O E - F A L C O
RIP Thongprincess/Sawbones!

bassace

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Re: Twisted Fury Warranty Issue
« Reply #44 on: April 04, 2009, 04:00:41 PM »
quote:
I've been thinking about this .. all my dealings with manufacturers and cracked balls were satisfied with PICTURES! Why is BRUNSWICK making the customer go through extra SHIPPING expenses when a picture should be enough? At the end of each of my experiences it wasn't necessary for me to return the ball (however in most cases I did!).
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Hit them light and watch them fight
      J O E - F A L C O


Storm made me send a ball to them.
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"So here's my sound advice: shut your trap, get a life, and make a quick run to the store so you can buy yourself a clue." - Uncle Crusty to Mike James  9/15/08

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #45 on: April 04, 2009, 08:44:22 PM »
Guess sending the ball back is the NORM .. perhaps I've been LUCKY!
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Hit them light and watch them fight
      J O E - F A L C O
RIP Thongprincess/Sawbones!