Pretty much everyone has good customer service when things are going good. The test is when things don't go quite as planned. That was the case with a sneaky I ordered from Carolina in mid December. Their service was great through the ordering process, and they even made some modifications to the cue for me before sending it out my way.
Unfortunately when it arrived the cue had a very slight wobble, so slight that I didn't even notice it at first and emailed Carolina saying it all looked fine. Then a buddy of mine played with the cue and noticed the issue. I immediately emailed Carolina and thought the worst. I had already told them the cue was fine, so they could have easily pulled the "You said it was ok, so that must have happened after you received it" trick.
Luckily, they did no such thing. I simply took a couple pictures trying to show the issue and they immediately offered to take care of the issue for me. Not only that, but after playing with the cue I realized the changes I had them make didn't really suit me as well as I thought they would. I asked if I could get a cue without the modifications. Without any hesitation they said that would not be a problem, and would either refund the extra money I paid for the modification or give me an extra shaft and J/Ps for the cue. I decided on the extra shaft and J/Ps.
The new cue arrived last night and it looks great - the forearm wood on this cue, even though it is a sneaky, is beautiful with super tight grains and the Bacote looks great too.
I played with it for about 2 hours last night on my home table and I have to say it plays great - it has a very solid hit and gives good feedback.
Unfortunately when it arrived the cue had a very slight wobble, so slight that I didn't even notice it at first and emailed Carolina saying it all looked fine. Then a buddy of mine played with the cue and noticed the issue. I immediately emailed Carolina and thought the worst. I had already told them the cue was fine, so they could have easily pulled the "You said it was ok, so that must have happened after you received it" trick.
Luckily, they did no such thing. I simply took a couple pictures trying to show the issue and they immediately offered to take care of the issue for me. Not only that, but after playing with the cue I realized the changes I had them make didn't really suit me as well as I thought they would. I asked if I could get a cue without the modifications. Without any hesitation they said that would not be a problem, and would either refund the extra money I paid for the modification or give me an extra shaft and J/Ps for the cue. I decided on the extra shaft and J/Ps.
The new cue arrived last night and it looks great - the forearm wood on this cue, even though it is a sneaky, is beautiful with super tight grains and the Bacote looks great too.
I played with it for about 2 hours last night on my home table and I have to say it plays great - it has a very solid hit and gives good feedback.
