Aramith customer service

A

apoelnike

New member
Hi all,

I just had a rather frustrating experience with the Aramith customer service and I would love to hear from anyone who wants to share their experience with them.

A few words regarding the incident:
I bought the Tournament TV Pro Cup set on March 2023 but I haven't used it until last week when my table arrived.
After a few hours of play, i noticed a scratch on the Cue ball so I decided to contact their customer service through their website. I told them that I could provide them with photos of the CB...
They sent me an email asking for the date of purchase, photo of the box, of the set and the CB!
I have sent them everything they requested along with pictures of some other balls which had subtle marks/spots on them.
What I got was an email saying that their Balls do not scratch or chip by contacting each other and that basically it was my table's fault! (Pic1)
It was only after i expressed my disappointment (pic2) that they offered to "exceptionally replace the cue ball"!!
Of course it will be declined.

I don't know if I'm the one to blame (ie for being undue), i just want to share my experience as i feel very strongly about it.
 

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apoelnike said:
Hi all,

I just had a rather frustrating experience with the Aramith customer service and I would love to hear from anyone who wants to share their experience with them.

A few words regarding the incident:
I bought the Tournament TV Pro Cup set on March 2023 but I haven't used it until last week when my table arrived.
After a few hours of play, i noticed a scratch on the Cue ball so I decided to contact their customer service through their website. I told them that I could provide them with photos of the CB...
They sent me an email asking for the date of purchase, photo of the box, of the set and the CB!
I have sent them everything they requested along with pictures of some other balls which had subtle marks/spots on them.
What I got was an email saying that their Balls do not scratch or chip by contacting each other and that basically it was my table's fault! (Pic1)
It was only after i expressed my disappointment (pic2) that they offered to "exceptionally replace the cue ball"!!
Of course it will be declined.

I don't know if I'm the one to blame (ie for being undue), i just want to share my experience as i feel very strongly about it.
Click to expand...
I must agree with the others, pool balls definitely will not scratch from contacting each other but I suppose a truly defective ball could chip but I would guess that that would be beyond rare. Please find the defect in your table installation before you damage more balls.
 
Aramith is right. Scratches come from the table, or if a ball flies off the table and lands on the floor. What kind of table did you get? Are there any nail heads in the pocket? That is usually the cause. Do you have a ball return. I'd stop playing immediately or the other balls may be damaged. Check every single pocket, ball return, ball storage tray, etc, for any nail heads, or other metal/sharp areas.
 
apoelnike said:
... What I got was an email saying that their Balls do not scratch or chip by contacting each other and that basically it was my table's fault! (Pic1) ....
Click to expand...
As others have said, they're right. If ball against ball caused such damage, nine ball players would be asking for a new set of balls every set.

There are lots of incompetent idiots installing tables. They tack the pockets in leaving the heads of the nails/tacks exposed or just below the surface of the pocket liner. A fast shot to the right part of the pocket and you have a chipped ball.

I suppose a cautious strategy is to get a $50 set of balls, play with it first for 20 or 30 hours and then when most of the balls get chips and dents, ask the table idiots to come back and fix their problem. And maybe give you $50 for the ruined set of balls. Of course their "fixing" of the table doesn't necessarily fix the problem.
 
What balls did you use before? Are they similarly marked? I suspect there is a case to be made that you have a defective set of balls. But there is also a chance your table made the marks. If it's the former, Aramith should stand up and replace them. If the latter, Aramith is off the hook.

-td
 
apoelnike said:
Hi all,

I just had a rather frustrating experience with the Aramith customer service and I would love to hear from anyone who wants to share their experience with them.

A few words regarding the incident:
I bought the Tournament TV Pro Cup set on March 2023 but I haven't used it until last week when my table arrived.
After a few hours of play, i noticed a scratch on the Cue ball so I decided to contact their customer service through their website. I told them that I could provide them with photos of the CB...
They sent me an email asking for the date of purchase, photo of the box, of the set and the CB!
I have sent them everything they requested along with pictures of some other balls which had subtle marks/spots on them.
What I got was an email saying that their Balls do not scratch or chip by contacting each other and that basically it was my table's fault! (Pic1)
It was only after i expressed my disappointment (pic2) that they offered to "exceptionally replace the cue ball"!!
Of course it will be declined.

I don't know if I'm the one to blame (ie for being undue), i just want to share my experience as i feel very strongly about it.
Click to expand...
Sorry but Aramith is not to blame. You will need to track down the problem with your table.

You didn't mention what kind of table it is.... drop pocket? Or ball return?
 
THANKS to all of you for sharing your thoughts and valuable knowledge/experience on the matter.

As far as the table is concerned, it's a drop pocket.
Cloth is secured by staples which are located below the surface of the slate. I mean if i put a finger underneath i can feel them but the way the pocket is installed i cannot see a way that the ball may get there. Other than that, there is a rubbery sort of clip in every pocket which at first sight is not sharp enough to cause a problem.
I will inspect every pocket again though more thoroughly.
I will try and post some pictures later today or tomorrow. Would appreciate any help i can get in order to identify the problem before conducting the installer.
 
apoelnike said:
THANKS to all of you for sharing your thoughts and valuable knowledge/experience on the matter.

As far as the table is concerned, it's a drop pocket.
Cloth is secured by staples which are located below the surface of the slate. I mean if i put a finger underneath i can feel them but the way the pocket is installed i cannot see a way that the ball may get there. Other than that, there is a rubbery sort of clip in every pocket which at first sight is not sharp enough to cause a problem.
I will inspect every pocket again though more thoroughly.
I will try and post some pictures later today or tomorrow. Would appreciate any help i can get in order to identify the problem before conducting the installer.
Click to expand...
Seems like your complaint should have been initially directed at your dealer you purchased the table and balls from rather than to Aramith.

As to the staples in the pockets, a hard hit ball could potentially rebound off the back of the pocket and strike the staple head on the underside of the slate dropoff. However, I would think that unlikely to happen with the cue ball.

A bad miscue especially on a break shot can result in a pretty serious unsightly miscue / scratch mark on your cue ball that can be hard to remove unless you know how. Is there any chance that could have occurred? That would be my first guess as to the cause of the scratch mark. Seeing a closeup of the scratch mark on the cue ball could allow us to confirm this.
 
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Can you also post a picture of the CB damage? And are you using a phenolic break or jump cue? Those can also mark up the cue ball, but usually do it as semi-circle marks.

If the “scratch” is like a tiny chip piece missing, it’s most likely a nail head in the pocket.

If the “scratch” is a wide scuff with the abrasive scratch marks in one direction, it’s most likely from flying off the table and rubbing hard on a hard floor surface, or even crashing into a wall.

If the “scratch” is a small semi circle, it’s from a phenolic tip.

I’ve seen, and personally done all of the above, unfortunately, over the years.
 
Does Aramith still make balls that are the traditional colors, that is a maroon seven, purple four and orange five? Are Brunswick Centennial balls still available?
 
Post a picture of the cueball, but it's impossible to scratch it with ball to ball or normal table contact. Think about the contact area and shape of the balls, a smooth round object can't cause scratches.
 
L.S. Dennis said:
Does Aramith still make balls that are the traditional colors, that is a maroon seven, purple four and orange five?
Click to expand...

L.S. Dennis said:
Are Brunswick Centennial balls still available?
Click to expand...
yes
see pics and which sets in the link

Regular range pool | Aramith - The best billiard balls

www.aramith.com www.aramith.com
yes
you can find them for alittle else if you search
www.pooldawg.com

Brunswick Centennial Pool Ball Set

Made with premium-grade phenolic resin, Centennial balls are ground and polished to exacting radial tolerances of 0.001 of an inch for absolutely true and accurate roll. Components are solid cast and "vitrified," or heat fused, for a homogeneous molecular bond. A translucent ivory hue, lustrous...
www.pooldawg.com www.pooldawg.com
 
iusedtoberich said:
Aramith is right. Scratches come from the table, or if a ball flies off the table and lands on the floor. What kind of table did you get? Are there any nail heads in the pocket? That is usually the cause. Do you have a ball return. I'd stop playing immediately or the other balls may be damaged. Check every single pocket, ball return, ball storage tray, etc, for any nail heads, or other metal/sharp areas.
Click to expand...
Agreed I had this issue. Diamond sent out one of their lead guys to tear down table and I had screws in areas the ball could contact. Check your pockets
 
Bob Jewett said:
I suppose a cautious strategy is to get a $50 set of balls, play with it first for 20 or 30 hours and then when most of the balls get chips and dents, ask the table idiots to come back and fix their problem. And maybe give you $50 for the ruined set of balls. Of course their "fixing" of the table doesn't necessarily fix the problem.
Click to expand...
I think OP's correspondence with Aramith may help bolster his case against the table installers.

I have the red measles ball, which has proven to be quite durable, I believe it is the same as the Pro Cup line. I have to agree that normal playing contact is not the likely source of damage, it seems like if normal playing contact could damage balls, even substandard ones, then any ball set would look pretty tired after a year. Additionally, Aramith is a modern manufacturing facility making precise product. I would expect their quality control to be very robust, and redundant. The likelihood of a bad set of balls being made, let alone escaping the factory, is far less than an installer of unknown training, motivation, and skill having a bad install.

It's a little questionable getting these guys to fix the table. Maybe they had a bad day, but maybe they are bad at their job. Do you give them the chance to fix their mistake or just find someone else?
 
Nyquil said:
Agreed I had this issue. Diamond sent out one of their lead guys to tear down table and I had screws in areas the ball could contact. Check your pockets
Click to expand...
I bought a new 8 foot Diamond Pro Am that Diamond installed. Same thing happened to me. I ended up nicking multiple balls in a new set of Centennials, and a new set of Aramith Pro Cups. I ended up finding debris/screws in the ball return. I called Diamond and they pretty much blew me off.
 
krelldog said:
I bought a new 8 foot Diamond Pro Am that Diamond installed. Same thing happened to me. I ended up nicking multiple balls in a new set of Centennials, and a new set of Aramith Pro Cups. I ended up finding debris/screws in the ball return. I called Diamond and they pretty much blew me off.
Click to expand...
Did you talk to your installer?
 
Bob Jewett said:
As others have said, they're right. If ball against ball caused such damage, nine ball players would be asking for a new set of balls every set.
Click to expand...
I'm pretty sure every game would be asking for a new set every game - have never heard of any pool game played with only 1 ball 🤷‍♂️😁
 
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