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Author Topic: Twisted Fury Warranty Issue  (Read 13370 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.

 

Verbs

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Re: Twisted Fury Warranty Issue
« Reply #46 on: April 04, 2009, 09:51:08 PM »
The "Norm" is taking/sending the ball back to the shop/center/website where it was purchased and that entity sending it back to the distributor who they purchased it from. The distributor then contacts the company and, depending on the situation, gives the approval or denial for credit.

It is EXTREMELY rare when a company will deny a claim. I know this because I used to work for a manufacturer and currently I work for a LARGE distributor.


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Larry Verble

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #47 on: April 07, 2009, 10:14:20 AM »
Well, I saw the customer last night.  He has the ball boxed up, but has not shipped it yet.  Apparently I'm more concerned about this than he is.  --  JohnP

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Re: Twisted Fury Warranty Issue
« Reply #48 on: April 07, 2009, 02:05:06 PM »
Yes, John. I think you're right. The customer is pretty slow here, not Brunswick.

Sometimes a company wants to examine the ball because all "cracks" are not equal. They can be caused by any number of reasons, so if the company requests the ball to be shipped, it may be to determine the problem and hopefully avoid it in the future. I have confidence that your customer will be treated fairly. Keep us posted.


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Lane Carter, Strike Zone Pro Shops - Salt Lake City, Utah
Brunswick Pro Shop Staff

www.brunswickbowling.com

The opinions expressed are solely those of the writer and not of Brunswick Corporation.

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #49 on: April 07, 2009, 04:45:21 PM »
quote:
Sometimes a company wants to examine the ball because all "cracks" are not equal. They can be caused by any number of reasons, so if the company requests the ball to be shipped, it may be to determine the problem and hopefully avoid it in the future. I have confidence that your customer will be treated fairly. Keep us posted.


Mr Carter .. I understand your comment and surely agree that a look at the ball MAY eliminate other customer problems .. but could not that happen after this customer is satisfied (send the ball back).

In this case you have JohnP (a Pro Shop owner) reviewing the ball and you have the possibility of looking at Pictures of the ball .. all this could assist in determining if the company should be of service to the customer. After the decision if they want the ball for research .. send it back!

I feel Customer Satisfaction is 1st! Brunswick should honor the fact he chose BRUNSWICK, paid for Ball Protection (whatever that is) and had a Pro Shop's opinion that the ball was not abused.

Having the ball returned before a decision is made causes an expense to the customer a longer then necessary period for the customer to be without a ball and an UN-HAPPY CUSTOMER!

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Hit them light and watch them fight
      J O E - F A L C O

Edited on 4/7/2009 4:46 PM
RIP Thongprincess/Sawbones!

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Re: Twisted Fury Warranty Issue
« Reply #50 on: April 07, 2009, 05:28:27 PM »
Point well taken Joe, but if it has taken the customer this long to send the ball, do you really think he'd send it afterwards?

This thread has been going for some time now, (almost a month) but if I remember correctly (hopefully) wasn't something leaking from the ball? In that case a picture doesn't tell Brunswick what the substance is. It's not as if the customer has to pay for the shipping...

By the way, I agree that John has done an excellent job for the customer. the customer has "dropped the ball" here...

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Lane Carter, Strike Zone Pro Shops - Salt Lake City, Utah
Brunswick Pro Shop Staff

www.brunswickbowling.com

The opinions expressed are solely those of the writer and not of Brunswick Corporation.

Edited on 4/7/2009 5:32 PM

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #51 on: April 08, 2009, 10:08:08 AM »
There is a black "rubbery" material in the balance hole (all other holes are not visible - sleeve and grips) that appears to have come from the junction of the coverstock and the filler.  I will continue to update this thread until a (hopefully) satisfactory conclusion is reached.  Brunswick has been very cooperative, now it's the customer that's delaying things and I don't plan to ship it for him (not that he's asked).  I'm not sure if the labels Brunswick sent are prepaid or not.  --  JohnP

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #52 on: April 13, 2009, 09:56:12 AM »
I sent the customer an e-mail this morning asking if the ball has shipped yet.  --  JohnP

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #53 on: April 13, 2009, 11:23:33 AM »
Got a response from the customer.  The ball shipped last Thursday, hope to hear from Brunswick this week.  --  JohnP

Edited on 4/13/2009 2:46 PM

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #54 on: April 13, 2009, 01:00:34 PM »
Let's see what Brunswick's reaction is .. and HOW LONG it takes to respond!
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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 #55 on: April 14, 2009, 03:02:21 PM »
Happy conclusion!  I got an e-mail from Tom Tomaras, Brunswick is sending the customer a Rattler to replace the Twisted Fury.  I am very pleased with Brunswick's response.  Still, I'm irritated at the way bowlerstore.com failed to help and hope all will think twice before ordering anything from them.  --  JohnP

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Re: Twisted Fury Warranty Issue
« Reply #56 on: April 14, 2009, 03:39:50 PM »
Your customer will LOVE the Rattler!

Thanks for updating us, and thanks for your exemplary customer service. Hopefully that customer will be as loyal to you in the future as you have been to him.


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Lane Carter, Strike Zone Pro Shops - Salt Lake City, Utah
Brunswick Pro Shop Staff

www.brunswickbowling.com

The opinions expressed are solely those of the writer and not of Brunswick Corporation.

JOE FALCO

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Re: Twisted Fury Warranty Issue
« Reply #57 on: April 14, 2009, 03:53:53 PM »
Thanks John .. makes me feel a LOT BETTER about BRUNSWICK .. think you did a great service to the bowler and a FANTASTIC JOB. I'll thank you in case the bowler doesn't!
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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 #58 on: April 14, 2009, 05:05:38 PM »
JohnP,

When your customer gets the ball and brings it to you to get drilled, make sure you charge him a fair price for your efforts. You have went WAY above and beyond the call of duty to get your customers satifaction for a product that he didn't even buy from you.


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Larry Verble

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #59 on: April 15, 2009, 09:58:00 AM »
Honestly, if I hadn't gotten aggravated at bowlerstore.com I probably wouldn't have gotten involved in this.  My standard fee for drilling an internet ball is $60 + tax, which includes a thumb slug or sleeve and finger grips.  That's what I'll charge him to drill the Rattler.  There has to be some penalty for buying an internet ball.  If the Twisted Fury had been purchased through the shop we would have replaced the ball and drilled the replacement at no charge.  So by buying it on the internet he saves upfront cost at the risk of having to pay again for drilling if the ball has to be replaced.  In this case he lost that bet.  --  JohnP

JohnP

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Re: Twisted Fury Warranty Issue
« Reply #60 on: April 22, 2009, 10:05:37 AM »
I saw the customer last night.  They had not received the Rattler yet, but had come straight from work to the center.  So it could have been waiting at home for them.  --  JohnP