bad experience with platinum billiards

Sadly most companies that have these kind of problems could never do the refund thing like Shane did. He might have to do it a time or two a year where a lot of others would go out of business quick if they had to do that to their many screw-ups. Just another reason you know he has a nicely run company. Johnnyt
 
Johnnyt said:
Sadly most companies that have these kind of problems could never do the refund thing like Shane did. He might have to do it a time or two a year where a lot of others would go out of business quick if they had to do that to their many screw-ups. Just another reason you know he has a nicely run company. Johnnyt
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Then there are some on here that have a nice, fat trust fund income to back them up or they would have been history years ago....
 
thanks for the views and replies everyone, but i dont want this to turn into comparing or bashing the customer service of others. i think everyone agrees that shane did me and himself a big favor by admitting that he was behind schedule and trying to make it right. cant say it enough, i appreciate the gesture and everyone is right, it shows that you can have a successful business and still be honest and fair.

thanks for everyone's replies, especially shane (by the way i would have pm'ed had i know you were a member, i was just ranting because i didnt know any more ways to contact you). now before this thread goes from a great success to another bashing thread lets move on to more great billiards topics.

edit: by the way gatz no worries man hope you get off work and get to go play some pool, that always helps relieve the stress of "one of those days"
 
I think shane avoided az protocol. No death threat??? Ok,ok.. How
about a beating with a sack of door knobs?? Seriously, that is just a good guy taking care of his business!
 
Outstanding customer service, the way it should be. I guarantee that it pays off in the end, and should be used as an example by other businessmen on this site that may be lacking in honesty, integrity, and customer service skills. Platinum Billiards will reap far more business from this than the forty dollars they ate. Chalk me up as another prospective customer that will be giving them great consideration when it comes time for my next billiards related purchase.
 
Cuebacca said:
I applaud Shane and Platinum Billiards for making this right. But I don't see why a couple of posters had to take cheap shots at Nick. :rolleyes: He didn't do anything wrong, IMO. PB messed up and to their credit they did an excellent job fixing the problem just now. Why isn't that good enough. You have to push the customer into the mud now? Nice.
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TAP...TAP...TAP...

Typical elitist BS...like people are DEFINED by their typing, spelling and punctuation??? Only in the domain of small minds.

Jim
 
shanesinnott said:
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
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Talk about a class act! Shane is the double nuts! He just turned a negative situation into a positive one. He should be giving seminars to other businessmen in the billiard industry. :smile:
 
shanesinnott said:
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
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Stand-up move. Way more than was called for... imo, but sure a sign of stand-up principles.
 
shanesinnott said:
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
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Now when you foul up on an order that's a perfect way to fix it. Good deal.
 
shanesinnott said:
Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

Regards,

Shane Sinnott
www.platinumbilliards.com
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Shane,

If you're going to be out of the office for an extended duration, the best way to avoid problems is to mention in your voice mail that you are unavailable.

Ditto for emails. There are automated email responses that you can send out indicating your unavailability and that you will get back to them ASAP.
 
Well maybe not perfect

I am sure Shane is a nice guy, it seems so from his eagerness to rectify the situation here.

However, I also have encountered a bit of a problem, although a very minor one. I have been trying in vain to get a sales receipt for a cue I bought from Platinum Billiards (which I received quickly and satisfactorily) by three emails during the last year and a half, but no response yet. This is a minor thing of course, but it does make me consider buying somewhere else in future. Perhaps the success of PB is just getting a bit too much to handle.

However, I wish Shane and PB all the best of luck for the future.

Thanks,
J
 
I'll bring it up to Shane tonight, we are going to have dinner and some drinks tonight. Can you PM me your info Poker2341 so that I can follow this up for you? Thank you.
 
how about spending that refund with a second chance

nick55 said:
again thanks shane for making it right (the email and post was enough, the refund was a great gesture).
nick
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May I suggest, Nick, you could find something else at Platinum Billiards to spend that refund on, and see if that website works a little better this time for you....

I'll take my nose out of this business now.
 
PoolSharkAllen said:
Shane,

If you're going to be out of the office for an extended duration, the best way to avoid problems is to mention in your voice mail that you are unavailable.

Ditto for emails. There are automated email responses that you can send out indicating your unavailability and that you will get back to them ASAP.
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Actually did have a voicemail message during that time stating we were closed for the July 4th holiday.

You are right about the email auto responder, I have used them in the past but did not do it on this last occasion (lesson learned)


Thanks for the feedback.
 
poker2341 said:
I am sure Shane is a nice guy, it seems so from his eagerness to rectify the situation here.

However, I also have encountered a bit of a problem, although a very minor one. I have been trying in vain to get a sales receipt for a cue I bought from Platinum Billiards (which I received quickly and satisfactorily) by three emails during the last year and a half, but no response yet. This is a minor thing of course, but it does make me consider buying somewhere else in future. Perhaps the success of PB is just getting a bit too much to handle.

However, I wish Shane and PB all the best of luck for the future.

Thanks,
J
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J,

As a rule we do not snail mail out receipts (keeps costs down) however, it is easy enough to have one emailed to you and I have no idea why this would not have been done for you once you requested it.

Please PM me your info and I will have our webmaster email the receipt within 24hrs (unfortunately our system is not set up to where I can do it but he can easily do it for you) There is a modification on our todo list that will automtically email a receipt to the customer that they can print out if necessary.

Sorry you have had to wait so long.
 
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