Author Topic: MoRich Customer Service Sucks (Read 6052 times)

Doug Sterner · « **on:** March 28, 2005, 11:38:21 AM »

This entire incident has me so upset that I need to get it out in public. I have never been treated so poorly by a manufacturer...this is ridiculous!!!

I picked up a used Ravage on ebay. It was drilled lefty so I wanted to plug it up and redo it for myself. Well, I chose to start with the thumbhole. Upon removing the thumbslug I noticed that there was a small hole under the "mass bias pin." I didn't think anything of it since I see this all of teh time with Storm balls.

Well I poured up the thumbhole and walked away. I came back to the plugging area in the shop less than a minute later and the hole was empty!!!! Yes a 1-1/4" thumbslug hole empty in under 60 seconds! Well I turned the ball around and the plug had run out of the MIDDLE FINGER HOLE!!!! Now the ball was drilled for inserts so the fingers were not that deep. The bottom of the ring finger hole did touch the pin though.

My only thought was that the mass bias pin and main pin were connected and somehow there was a void in the core causing the plug material to find a way out.

So I email MoRich and ask if the ball could be warranted and replaced for a cracked/separated core. here is my exact message followed by their reply...

"I Just picked up a used Ravage from a lefty and since I am a righty I decided to plug it up. I started with the thumb tonight and I poured the thumb only to see the level go down in like 30 seconds. I looked and it was running out of the fingerholes. Any idea here if we are dealing with a cracked core or what? Can I get it warrantied? I really want to try this ball and figured this would be a great way but now this. Help?"

Their response

"Hi Doug,

Thanks for taking the time to visit our web site and for the question!

It sounds to me like the fingers and thumb met at the bottom. I have seen this many times in our retail shop, especially with shorter spans or in situations where the fingers where drilled extra deep to remove excess weight. Since the ball has plug in it now, there is now way to find out for sure, but I can say that I have never seen plug run out of another hole, without them being connected. I have seen the level of a freshly filled hole drop because of a core seperation (from the shell), but not from a cracked block.

I would go ahead finish plugging the ball and re-drill it for yourself. I don't feel that there will be anything wrong with it. It really wouldn't fall under a warranty issue now anyways, since it was plugged. If it was a core seperation (which have not been that common at all since we switched to Brunswick), then it would be deemed a defect and we could cover it under warranty.

Regards,
Fred Carroll, Jr
Director of Technical Services
MoRich Enterprises, Inc.
P: 1-877-530-0324
F: 1-804-550-3693"

SO what's the deal? How could I know the core was separated until the plug poured out??? Man I cannot believe they would treat a shop owner this way....
--------------------
Doug Sterner
Doug's Pro Shop
Owego, NY
http://dougsproshop@aol.com
www.dougsproshop.net
Although a small elite group, the bond among fellows can never be broken...FOS members rejoice!

nd300 · « **Reply #1 on:** March 28, 2005, 07:55:06 PM »

Doug,
Could I respectfully suggest sending the ball to them addressed to this guy personally and suggest to him that he plug it for himself and go throw a few games to see the reaction he gets with the core that way versus what should happen?

?
I'd be that after he does this then you'll get a new ball.With a letter of apology.
--------------------
Chris
Lane#1--nothing else hits like 'em.

bowler257628 · « **Reply #2 on:** March 28, 2005, 08:12:49 PM »

You dont see a problem with that response?? are you a new bowler?

quote:
That would probably be a similar response you get from any manufacturer. I think morichs customer service is great. I've gotten a lot of information from them and i don't think there is any problem with that response.

--------------------
Track

Evolutionary. Revolutionary.

Cody

Nollster · « **Reply #3 on:** March 28, 2005, 08:13:46 PM »

Doug -
I would send it to them and see what they do; but, truth be told, I wouldn't expect much. You are at the very least the 2nd owner and MoRich has no way of knowing what happened to the ball to this point and, in my view, has no real responsibility to replace this ball. This is just my opinion.....

Doug Sterner · « **Reply #4 on:** March 28, 2005, 08:24:45 PM »

I have 2 problems with the response....

#1..."It sounds to me like the fingers and thumb met at the bottom"...do you know how short the span would need to be and how steep the pitches would need to be for that to happen? He must think I am some kind of rookie ball driller here....

#2..."It really wouldn't fall under a warranty issue now anyways, since it was plugged"..the defect was found in the process of plugging. If they have any concern at all they should have me ship them the ball, they can examine it and then either return it to me or send me a new ball.

As for getting the same response from any company that is bull dookey. I have dealt with Storm on several situations and they sided with the pro shop and taken care of business. Lane 1 has never ceased to take care of me either. Track even went so far as to replace a ball that had been plugged and the guy left out in his truck over the winter and it cracked.

The ball had not been plugged until I found the defect....had I known the defect was there, I would not have plugged it. However it's kind of tough to see a core separation on a ball not drilled for you so it cannot be thrown.

Oh well...lesson learned.
--------------------
Doug Sterner
Doug's Pro Shop
Owego, NY
http://dougsproshop@aol.com
www.dougsproshop.net
Although a small elite group, the bond among fellows can never be broken...FOS members rejoice!

the-7-year-itch · « **Reply #5 on:** March 28, 2005, 08:24:54 PM »

Doug,

The same thing happened to me on a used onslaught I bought. Because I plugged it it voided the warranty. The onslaught has a 1/8" crack all the way around the ball. I e-mailed them telling them what happened and I got an e-mail saying pretty much tough luck.
--------------------
Bush, Dick,& Colon....these are the people running our country.

Juggernaut · « **Reply #6 on:** March 28, 2005, 08:40:27 PM »

Doug,

I believe that I would call one or both of the numbers on the bottom of the return message you got and tell them the situation.

If the person you reach can't or won't help you, then simply ask for their immediate superior and start explaining it again.

Make sure you tell them you own and run a shop in N.Y. and have been doing this for a while and are not just some "dummy" out to try to gip them out of a free ball.

I had sort of the same thing happen once with a manufacturer I will leave nameless ( because a resolution was finally reached) and it took a few calls, but I finally got ahold of someone who understood what I was trying to tell them.

Good Luck.
--------------------
Brunswick will soon own the world.
You must face it.
There is no escape.

BowlerKidR · « **Reply #7 on:** March 28, 2005, 08:41:09 PM »

doug, in my shop, we found out what was wrong with someones ball by using a wedding ring. A woman was having problems, we watched hew bowl, and we couldnt figure it out. She had good form, nice release, the ball just wasnt working. So it was in the shop, and my boss is a drummer, he plays teh drums, and he was hitting the ball like a drum, and we heard this interesting noise. His wedding ring was hitting the ball and it sounded hollow. Half the ball sounded hollow, and the other half was ok sounding. We compared it to another ball and we concluded a cracked core. Try this with your ball, tap it with your hand with a ring on the hand. See if it works, that way you can tell if you have a cracked core, or maybe its just a hole in the cover.
--------------------
High Game- 287
3 Game High Series- 808
4 Game High Series- 901
I LIKE TO BOWL

Doug Sterner · « **Reply #8 on:** March 28, 2005, 08:53:09 PM »

Wont work now BKR....withthe thumb being plugged whatever crack or void that was there is now full of plug.

Oh well thanks for the idea though.

Jeremy...that's the issue...the span was about 5"....no way they met....especially with the reverse pitch in the fingerholes.
--------------------
Doug Sterner
Doug's Pro Shop
Owego, NY
http://dougsproshop@aol.com
www.dougsproshop.net
Although a small elite group, the bond among fellows can never be broken...FOS members rejoice!

Edited on 3/28/2005 9:48 PM

tekneek · « **Reply #9 on:** March 29, 2005, 06:27:35 AM »

Doug I have had several similar instances with Brunswick equipment, all having the same problem you are addressing. I drilled in the neighborhood of 20+ Blazing infernos and everyone I drilled remotely close to the pin I came up with a void ( air pocket) after gluing the inserts in I had three balls come back due to powder coming out of the insert hole. Upon examining them more closely I found Brunswick uses a very short pin,it does not seem to go nearly as deep into the shell as other mfger do. After using either tape or insert glue to plug or cover the hole I had no further problems. Brunswick says not to drill a hole within 1" of the pin, since Mo is using Big B I would suggest the same caution. I have drilled 2 of Mo's balls and had the same result, but have not had to plug one yet.

On the first of the Blazing I did try to plug the hole, and had the compound disappear as you had. After a second pouring it filled and dried, I'm sure the compound filled the entire void then hardened, I rechecked the weight before and after drilling and all seemed to be ok. I have nothing but good things to say about Mo's customer service dept, I'm sorry you feel you have been treated differently, maybe sending the ball to Fred might help the situation? The last Ravage I drilled for myself the ring finger went half way through the pin, I found the same void, I mearly put a small piece of thumb tape over the hole then glued the insert in place. I'm sure I have the same problem again when I sell the ball, but since then I have been using a quick set epoxy ( 5 min dry time) to patch the pin holes in the shell prior to plugging. I now advoid the pin at all cost on Mo's equipment when laying out a ball, just to avoid this minor problem again.

kwish · « **Reply #10 on:** March 30, 2005, 10:09:48 PM »

Doug
I think you need to read the manufacture's warranty policy, i believe if you read that you might understand that you did void the factory warranty. How did you feel that you were badly treated? Why can't you believe that MORICH did not bed over backwards to please YOU who bought a ball second hand over the internet and voided the warranty just because you own a shop does mean you should get special exemptions on the warranty of a ball that you bought used

jkiser01 · « **Reply #11 on:** March 31, 2005, 05:19:27 AM »

I know Doug has a great rep on this sute and I also have bought from him and he is a great seller but after reading this, I don't feel Morich has done anything wrong here. The ball was bought used from someone else thus how is it a warranty issue? You have no idea what this other person did to the ball. Maybe they did nothing, but since Doug is not the original owner, he really has no idea..

I have personally called Morich 3 or 4 times and always been treated excellent by Fred and whoever answered the phone. They where courteous and answered any and all questions I had..

--------------------
If they only made a ball that would carry that da_n 7 pin (and I am right handed!!)

jkiser01

Jeffrevs · « **Reply #12 on:** March 31, 2005, 05:46:52 AM »

This is a tough situation, however it was bought second hand off of ebay, so things can get dicey there....."what really happened to the ball originally" becomes teh question as pointed out already......

on a side note I'd like to point out something I noticed last night while watching the qualifying for the World Championship at Taylor Lanes...

I said hi to Mo last night as he walked around and spoke to each person using his equipment. Yes, a small company...but the owner of the company making stops at each set of lanes talking about balls, ball reactions, etc, etc...

You don't see that very often......seems like GREAT customer service to me!!

Which reminds me...here's the owner of a small company making sure everyone's happy during qualifying...and it made me think of WRW the last time he made the show....qualified all week w/ Mo's stuff, tore the place up,...even in practice before the show started..w/ a Morich shirt on even...then right before 'showtime' he changes shirts...grabs his GP2,....and goes on to lose!

I thought of that situation while watching Mo chat up to the guys using his stuff....what a slap in the face to Mo to have WRW do that....because I bet he was w/ WRW during the week making sure he was ok as well........

MoRich Customer Service Sucks

?..............sorry Doug,..you're a respected member of this site, and I know you've been on here a long time and I have no problem/issue w/ you or your shop.....but I'm going to have to disagree w/ that comment......

--------------------
JEFF
"Oh...that's puce"
Sully; Monsters, Inc.

Edited on 3/31/2005 6:49 AM

jkiser01 · « **Reply #13 on:** March 31, 2005, 05:56:21 AM »

Jeffrevs,

Hey, you have some great comments about Mo.. I agree with you on all of them.

I also meant no disrepect towards Doug or how he conducts his business with my earlier comments, but I really don't feel Morich did anything wrong in this situation. The bottom line is the ball was bought used off Ebay and when you do that you get what you get.. Sometimes you get a great deal and sometimes you don't.. Its a crap shoot..

--------------------
If they only made a ball that would carry that da_n 7 pin (and I am right handed!!)

jkiser01

Jeffrevs · « **Reply #14 on:** March 31, 2005, 06:01:44 AM »

quote:
Jeffrevs,

Hey, you have some great comments about Mo.. I agree with you on all of them.

Thanks! I've met him a couple times.......strange guy...but nice....very blunt! He's a mad scientist I think !!

When I first met him, he was at the house where I have my stuff drilled.,...right after I bought my WoMB....he saw me throw 2 balls....(2), and he leaned into the pro-shop, yelled something at KOTM.....and afterwards I went up to KOTM and asked what that was all about...and he said..."oh...Mo told me to change your ring finger pitch to get the ball out of my hand earlier and lower my track a bit for a better read on the lane!"

I said..."after 2 balls" .....KOTM said...."yup" !

So....that's where I get that "mad scientist" comment

--------------------
JEFF
"Oh...that's puce"
Sully; Monsters, Inc.

Author Topic: MoRich Customer Service Sucks (Read 6052 times)

Doug Sterner

MoRich Customer Service Sucks

nd300

Re: MoRich Customer Service Sucks

bowler257628

Re: MoRich Customer Service Sucks

Nollster

Re: MoRich Customer Service Sucks

Doug Sterner

Re: MoRich Customer Service Sucks

the-7-year-itch

Re: MoRich Customer Service Sucks

Juggernaut

Re: MoRich Customer Service Sucks

BowlerKidR

Re: MoRich Customer Service Sucks

Doug Sterner

Re: MoRich Customer Service Sucks

tekneek

Re: MoRich Customer Service Sucks

kwish

Re: MoRich Customer Service Sucks

jkiser01

Re: MoRich Customer Service Sucks

Jeffrevs

Re: MoRich Customer Service Sucks

jkiser01

Re: MoRich Customer Service Sucks

Jeffrevs

Re: MoRich Customer Service Sucks