When there are problem with your custom cues

Taken

Taken

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I do not know if I am supposed to be responsible or not. Short story short. Made a cue with the cue maker, cue reached my hands and there are glaring problems(joint, wrap, extension) and cue maker recognize the problems and errors and is willing to fix it. From here, is buyer responsible of the shipping fee or cue maker? Please provide your experiences too if you have been through similar.
 
HArd to tell what you want to know, but your English is better than my...uhh, any other language!

I say yes, you pay for delivery to/ from the maker, and you are happy you don't get charged for labor or materials.
 
I personally would ship the Cue at my expense, and be happy the Cuemaker decided to do the right thing. Hopefully you see the FIXED CUE BACK SOON.
 
I would expect to at least pay shipping to, and perhaps shipping back, but that depends on the cue maker. The last time I had an issue like that he paid to ship it back to me.
 
Appreciate the quick replies. Yes I was very reluctant because in my opinion, shipping the cue back due to problems that occurred from negligence of the cue maker wasn't part of an expense I was ready to pay. However I still paid.

Next question. Cue maker requested me to declare the cue value as 50usd and that was exactly what I did. At the end, cue maker is still taxed 50usd which is the value he asked me to declare. He requested me to settle this tax too. Am I supposed to be responsible for this too? Thanks
 
IMHO non of these related costs should be paid by you if the cue maker recognized the problem was his. The real question is why he would have shipped the cue to begin with that had so many obvious problems. What happened to the age old credo of standing behind your product?
 
Nine ... corner said:
IMHO non of these related costs should be paid by you if the cue maker recognized the problem was his. The real question is why he would have shipped the cue to begin with that had so many obvious problems. What happened to the age old credo of standing behind your product?
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Exactly my sentiments! I told the cue maker how I felt about everything and that he should stand behind his products. I think it is very important to communicate not only the building of the cue with the maker at the start, details such as sending the cue back in case of error and everything else should be discussed.

In my case, I never have ever thought that I would need to send back the cue due to problems. The cue isnt very cheap to make for student like me (cue very close to a 4figure) so these expenses are quite detrimental. If I knew shipping, fixing and tax would be on me. I could have been more wary before the cue maker send the cue to me

 
CaptainHook said:
Why would the cue maker even send it in the first place unless it was perfect?:shrug:
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That's how it should be, but more and more are going out with obvious issues. I guess they need the money more than their reputation being diminished by having lousy cues out there. Or maybe they think the customer can't tell the difference? But I would pay to ship it back, if that's what you wanted to do.
 
Would be nice if the cue maker apologized, had it picked at their expense and offered a choice of full refund or a commitment to fix it asap to your liking. I just went thought this. It did work out for me in the end. I paid In Full in advance. I was not worried.
I was careful who I dealt with. The company is first class.
 
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I haven't dealt with these issues, but if for any reason a customer is unhappy, I would ask customer to ship to me at their cost. If he has a legit gripe, I will refund his money, fix problems, and return cue at my expense.

That's just good business 101, IMO.
 
GoldCrown said:
Be nice if the cue maker apologized, had it picked at their expense and offered a choice of full refund or a commitment to fix it asap to your liking. I just went thought this. It did work out for me in the end. I paid In Full in advance. I was not worried.
I was careful who I dealt with. The company is first class.
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The Cue maker was nice. He was willing to fix the problem free. However as the joint was very loose, i requested the joint to be changed. However this expense was on me however i'm fine with this.

Sending the cue back was my expense too and the cue to be shipped back is also my expense. That sums up to around 140-160USD. I could get a new production cue with that amount :(

I was frustrated and i thought i should do a review on my whole experience from the start and i let the cue maker know my frustrations. He changed his decision and said he will pay the tax instead. In my opinion, i think that decision was to deter me from doing the review. However i think it was good to share my experience especially for people who will be making THEIR FIRST CUSTOM CUE.

It will be good to clear up stuff like this before the start of the cue making if not they may just end up like me. For your information, my cue is now stored in UPS warehouse because the cue maker initially didn't want to pay the tax. The cue was supposed to reach them in 3days, now it has been almost a week.
 
It would be good if he was as straight forward as you! It was actually an enjoyable experience for me from the start...turned sour because of this.
jhanso18 said:
I haven't dealt with these issues, but if for any reason a customer is unhappy, I would ask customer to ship to me at their cost. If he has a legit gripe, I will refund his money, fix problems, and return cue at my expense.

That's just good business 101, IMO.
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Taken said:
I do not know if I am supposed to be responsible or not. Short story short. Made a cue with the cue maker, cue reached my hands and there are glaring problems(joint, wrap, extension) and cue maker recognize the problems and errors and is willing to fix it. From here, is buyer responsible of the shipping fee or cue maker? Please provide your experiences too if you have been through similar.
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I can't tell you about cues, but I bought a poster from a seller that also sells books on az. He sent wrong order to me and then when I sent his stuff back, he claimed there were more stuff in the box. I waited over a month longer for my order. When I got my posters it wasn't worth the time and effort to beg for the $15 for my return shipping. I probably should have given him negative feedback, but I figured that he was so ate up that he'll get enough from others.
 
Taken said:
my cue is now stored in UPS warehouse because the cue maker initially didn't want to pay the tax. The cue was supposed to reach them in 3days, now it has been almost a week.
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Well, look on the bright side, at least it wasn’t in the UPS plane crash yesterday.
 

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Taken said:
I do not know if I am supposed to be responsible or not. Short story short. Made a cue with the cue maker, cue reached my hands and there are glaring problems(joint, wrap, extension) and cue maker recognize the problems and errors and is willing to fix it. From here, is buyer responsible of the shipping fee or cue maker? Please provide your experiences too if you have been through similar.
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If the cue maker recognizes the problems, just ship it to him and have him notify you with the bill and then say......you know Im out some shipping here as well.....if he makes it right....he makes it right......if he doesn't.....he doesn't.

I don't see that you have much choice at this point.
 
Personally, I wouldnt get into a dispute with the cuemaker over something like this. I would just pay it.
 
Taken said:
Appreciate the quick replies. Yes I was very reluctant because in my opinion, shipping the cue back due to problems that occurred from negligence of the cue maker wasn't part of an expense I was ready to pay. However I still paid.

Next question. Cue maker requested me to declare the cue value as 50usd and that was exactly what I did. At the end, cue maker is still taxed 50usd which is the value he asked me to declare. He requested me to settle this tax too. Am I supposed to be responsible for this too? Thanks
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I see you're a newer member. Just curious did you choose your AZB name based on this experience? Or is that just a crazy coincidence?

I see you haven't outed the cue maker, which is your choice. But I'd sure be interested in knowing who it is so I don't get my next cue from him.

PM me with the maker if you are ok with that. I won't publish who it is since I have no skin in the game. Just interested in protecting myself on my next purchase.
 
Just keep in mind, just because someone can build a nice cue, doens't mean the have an equal level of customer service. A business should be ran as such, I would try to steer clear of the hobbiest, unless you know and trust them. There are more than a few guys that take down payments on simple cues and don't deliver for years if at all.

best,

Justin.
 
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