Post up some pics of the cue when you get a chance.:grin-square:
When there are problem with your custom cues
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Post up some pics of the cue when you get a chance.:grin-square:
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Haha captain, it is the picture in my gallery 
will do a detailed review and full gallery and video of the cue performance! Till then, I have to wait for my cue to leave the damn warehouse of UPS and for it to be fixed.
Poor cue in that sweltering heat.
will do a detailed review and full gallery and video of the cue performance! Till then, I have to wait for my cue to leave the damn warehouse of UPS and for it to be fixed.Poor cue in that sweltering heat.
I dunno if it's cuz our business has a sweet discount with fedex or what,
but for me to send a 5 x 5 x 28 packages across the country (VA to WA state) via ground is only $11.50.
How are you getting ~$75 each way? I can send it 2-day air for less than half that cost.
Even overnight only shows as $57. No wonder you're sweating it.
If it were me I'd send using some cheap option and not even
worry about shipping cost. I know you want it back fast but you know how cuemakers are.
It may end up on the back burner for a month and then who cares if you rushed it to him overnight.
I'd also feel a little bad asking the cuemaker to pay it, even though technically it's his fault.
He's gonna have to do hours of unpaid work to fix it and it's gotta sting a little when someone is like
"Yeah that custom you made me is shitty, you screwed up this, this and this. Fix it".
I know you weren't that blunt (probably) but still, I think just fixing it is enough to
make me happy and get my business again, and maybe discourage him from being careless next time.
but for me to send a 5 x 5 x 28 packages across the country (VA to WA state) via ground is only $11.50.
How are you getting ~$75 each way? I can send it 2-day air for less than half that cost.
Even overnight only shows as $57. No wonder you're sweating it.
If it were me I'd send using some cheap option and not even
worry about shipping cost. I know you want it back fast but you know how cuemakers are.
It may end up on the back burner for a month and then who cares if you rushed it to him overnight.
I'd also feel a little bad asking the cuemaker to pay it, even though technically it's his fault.
He's gonna have to do hours of unpaid work to fix it and it's gotta sting a little when someone is like
"Yeah that custom you made me is shitty, you screwed up this, this and this. Fix it".
I know you weren't that blunt (probably) but still, I think just fixing it is enough to
make me happy and get my business again, and maybe discourage him from being careless next time.
I agree with CreeDo. The only half-way detailed information the OP has given is that "the joint was very loose." What does "very loose" mean? What joint style is it? Maybe the joint is as tight as that particular style calls for. Besides, who sets the specs that determine what loose, very loose, tight, and very tight are supposed to be, and where can they be found? (We could all use that information for future reference.) If the OP isn't careful he may get a cue back that takes four hands to screw it together.
The other two "glaring problems" the OP mentioned were the wrap and extension. Since there were no further details given on those problems, they may be only cosmetic flaws that have nothing to do with the performance of the cue. At any rate, the cue maker agreed to fix those, too.
All-in-all, it sounds to me like the cue maker is being pretty reasonable.
Roger
I only care about ONE circumstance. Is it our fault or end users fault. We play a couple shots with every cue, and refresh before they are sent out. Quality control if you will. However, if the cue showed up with an error that was our fault, Keith isn't doing hours of "unpaid work" He's doing the hours of work that were initially paid for. If you took delivery of a car after being repaired, and it wasn't done correctly, would you pay the mechanic again to fix it right?
It's called customer service people, and it's not that hard to figure out. If your customer has a complaint, and it's not their* fault, you fix it. PERIOD.
all the best,
Justin
It's called customer service people, and it's not that hard to figure out. If your customer has a complaint, and it's not their* fault, you fix it. PERIOD.
all the best,
Justin
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I hate to admit it...but I have paid for them to fix my car again, several times :/
Am I just foolish and unlucky? Is my mechanic a sleaze for not offering to do it for free?
Am I spineless for not raising a stink and demanding it? I've NEVER had a guy
offer to fix the car again for free, even if they made a mistake and misdiagnosed the issue.
It just seems to be standard operating procedure in the car biz - they get paid every time.
I guess their defense is "we did the best we could based on what we knew at the time."
Or maybe they're thinking "well the car got from point A to point B after it left the shop.
Anything beyond that is on you."
Am I nuts? Is everyone else getting their cars re-fixed for free?
So taking the analogy further: say they do agree to fix it for free, are they gonna tow it to the shop for free?
They didn't pay to bring it there the first time around. They agree to fix cars at their location,
not to make house calls or send out wreckers to bring new work to their garage.
One place where the analogy doesn't work is... pool cues are either tool or pieces of art depending
on the buyer's attitude. 20 guys might love it for the "hit" and the fact that they got their requested weight
and tip and taper. Then #21 sees a point is 1/4" short on one side and demands the cuemaker redo it.
If the cue plays as advertised, is the cuemaker really considered "at fault" for cosmetic stuff
that doesn't hurt how it plays?
You would be surprised how things are handled in where I'm from.
I'm not talking a misdiagnosis. I'm talking, you paid for an alignment, they don't align your car right, it will be fixed correctly at no extra fee. I get what your saying, but our stand point at Keith Kues is, you take care of your customer, the customer will take care of you.
I understand what you're getting at Creedo, but honestly, if the customer has a gripe like you mentioned, and it was a point they wouldn't let go. We would do everything with in our power to make it right. I would say 95% of the time, if something is slightly off. say tip/shaft is 12.7mm when they ask for 12.8mm, or weight comes out to 18.2 when they want 18.5oz. Most end users are happy with it. If it is a deal breaker for the end user, we will redo this work to make it right. It's what they asked for, so it's what they'll get. It doesn't happen often, so when it does go the extra mile, and you end up with 10 more clients because you handled one guy better than you should've. (Granted, there is always 1 Ahole that will try to work an angle...)
It might not make since to some, but it does to us, and to our customers. That's not just a opinion of Keith Kues, but really the way we approach business in general in the where I'm from. Customer is ALWAYS first.
best,
Jsutin
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Alright to clear the air about the problems. I had my cue joint to be mezz United joint. It is loose to the extend when I use it about half an hour, the cue will start unscrewing itself. There was a time when I was in the middle of a tournament and when I did a screw back, my shaft pop out. I dont even know it was that unscrewed at that point of time. No wonder I felt rhe hit was so hollow before the shot. The butt and both shafts have rolls too when fitted together even tjoigh the butt and shaft are straight individually. Sometimes I understand this happens when u ship something overseas and the climate and temperature causing the wood to move a little. However its already close t 2months plus and the roll still exists.
Moving on to the wrap. My cue has a red leather wrap. My hand will turn red within 10mins of play. Imahine my palm color when I use the cue for an hour.
Next moving on to the extension. The extension was made that the bottom surface of the extension will.rub with the surface of the butt cap. When the extension is screwed in tightly, it removes the finishing of the buttcap. It the same when I unscrew it. Now my white butt cap quite badly scratched due to the constant friction from the rubbing.
Shipping cost quite expensive due to the fact that I and the cue maker are from different country. To ship something to the cue maker will cost minimally usd50. I chose ups global express because I want the cue to reach the cuemaker fast. It is supposed to reach him in 2 days. Now its nearly a week and ups decide to store the cue into their warehouse and I don't see any urgency in the cuemaker getting the cue out.
These are some issues that I am facing and I am sharing so that people will be aware and will discuss stuff like this with their respective possible makers in future. I have no intention of defaming whatsoever.
Honestly speaking. The cue maker do build good and powerful cues. My cue may just be one of his rare moment of error.
I just want my cue fixed, done with and back in my arms.
Moving on to the wrap. My cue has a red leather wrap. My hand will turn red within 10mins of play. Imahine my palm color when I use the cue for an hour.
Next moving on to the extension. The extension was made that the bottom surface of the extension will.rub with the surface of the butt cap. When the extension is screwed in tightly, it removes the finishing of the buttcap. It the same when I unscrew it. Now my white butt cap quite badly scratched due to the constant friction from the rubbing.
Shipping cost quite expensive due to the fact that I and the cue maker are from different country. To ship something to the cue maker will cost minimally usd50. I chose ups global express because I want the cue to reach the cuemaker fast. It is supposed to reach him in 2 days. Now its nearly a week and ups decide to store the cue into their warehouse and I don't see any urgency in the cuemaker getting the cue out.
These are some issues that I am facing and I am sharing so that people will be aware and will discuss stuff like this with their respective possible makers in future. I have no intention of defaming whatsoever.
Honestly speaking. The cue maker do build good and powerful cues. My cue may just be one of his rare moment of error.
I just want my cue fixed, done with and back in my arms.
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I respect you, Justin.
