Don't let this go in one ear and out the other.........................
I called OB cues I wanted to send the shaft to OB cues, because the customers name is not in their computer the warranty was denied on the spot the cuemaker who bought the shaft is the only one who can file a warranty claim according to OB policy if I understand correctly....................
Ob cues wouldn't warranty this cue because of the cue maker wouldn't file the claim.
there was no reason for me to send in a shaft that I was told over the phone Ob cues wouldn't warranty and you called me dense.
The cue maker did want to waste his time with this manner.
I have done my best to get this shaft warrantied but my hands are tied and the shaft has already been repaired.
Regardless of any ones policy the customer did order his cue with a OB shaft and it cracked with in a year of him buying it.
Cold hearted as I am I think this customer should get the shaft replaced for free.
And that's what I think would be the right thing that happens.
MMike
A few things.
Approximately when did you call us? Was it recent, or years ago? I'm just curious, and it won't have any bearing on whether or not the customer has warranty.
As has been stated, calling in does not and will not get you any kind of confirmation on whether the problem with a product is a matter for warranty. If you were looking for us to say "yes, it's covered so just send it in" you weren't going to get that. That does not meant that we have denied any coverage.
The vast majority of purchases of our products are through retailers and dealers. We don't get those records, so we don't have customer information on those purchases unless the customer registers the purchase on our website. We receive products all the time from people who are not in our system. They all get the same consideration. If they meet the criteria for warranty and the product has a warrantable defect, then we repair or replace it. Period. Notice than none of this has anything to do with a third party calling us about it.
Just because you called in and told us his name doesn't mean we're going to write it down or put it in our system. We might, depending on the situation, if it was the actual customer who called in. But we would never record someone's information when it's coming from a third party. I would consider doing that to be unethical.
If you called us and we told you it was not a matter for warranty, then there are only a few possibilities. During a phone call, the only things we will take a position on is whether or not the purchase is qualified for warranty. So, if you told us that he was not the original retail buyer, then we would tell you that he does not have warranty. If you tell us that the problem was caused by damage, like someone sitting on it or something like that, then we would say that it would not be covered.
We get lots of phone calls were people ask about warranty. We
ALWAYS direct them to our website for information on how to send it to us. Often, they want us to tell them it whether it will be covered or not, and we simply don't do that. We tell them that we must inspect it before we can say. Some do send in the product for inspection, and some don't. My assumption is that those who don't, do so because they realize that it wouldn't be covered. Maybe they aren't the first retail purchaser. Or maybe they know it was damaged and not a defect. In any case, we don't record anything until the product arrives. We get the information directly from the enclosed product return form, log it in to our system, and inspect the product for the defect.
Now, I'll offer it again. The customer still has the same opportunity for warranty as before. They can go to our website, complete the product return form, and send it in with the cue shaft. We will verify that they are eligible for warranty, and inspect the cue shaft. If it is defective, then it will be repaired or replaced. Since we originally sold a partial, then it would be replaced with a partial. If the customer wants to have the joint work done by his cue maker, we can send it directly to them. If he would like us to do the joint work, then we would be happy to quote it to him. Notice that none of this includes a third party.
So, if you would like to pass this information on to them, we would be happy to work with them. It's unfortunate, but having a third person involved has most likely made a very simple situation into a very complicated one.
I don't know what else I can add.
Thanks
Royce
