Diamond Customer Relations

J

JerrysCues

AzB Silver Member
Silver Member
The Senior Center at Bremertom WA ordered four Diamond Pro Am pool tables, the scheduled delivery date was December 12, 2007, we don't have the tables yet after being told several more delivery dates that have passed. Has anyone else had a problem like this with Diamond? Is this the way Diamond does business? Thanks for your input.
 
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I have had excellent customer service, when I received mine one of the threaded studs for the legs was cross threaded. they over-nighted me a new one right away and were very apologetic. the tables are not made until orders are placed so I don't think you can expect them to be able to give exact dates, specialy for large orders.
 
They were back up because of theDCC but unfortunally i think they are going downhill. A lot of people out here have. Been haveing problms with them.
 
Diamond customer service

The tables the Bremerton Senior Center ordered were tournament return tables so making them to order was not an issue. They were ordered long before DCC and we are on the west coast. Thanks for your input, I am worried that Diamond maybe going out of business if they delay an order of four tables for a month.
 
JerrysCues said:
The tables the Bremerton Senior Center ordered were tournament return tables so making them to order was not an issue. They were ordered long before DCC and we are on the west coast. Thanks for your input, I am worried that Diamond maybe going out of business if they delay an order of four tables for a month.
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I don't think you have to worry about Diamond going out of business anytime soon, Greg and Mark the owners of Diamond are members of this forum and do visit here often, I am sure your problem will get addressed soon.
 
Getting old..

Getting old is starting to not look so bad!!:D Diamond Pro-ams in a senior center? Awesome!!

I'm betting they will have Diamonds in heaven too!:eek: :D

It can take a little longer to get tournament tables and there are a limited number of delivery/setup mechanics. The logistics can be very complicated. I would reccomend calling Brian and maybe send a pm to Greg Sullivan here on AZ.

Good luck!! See you in 20 years.:D

Ray
 
Well Glen (RealKingCobra) has been running into weather on his route. He is picking a table up for me in Spokane on his way to Bremerton. This time of year is tough for drivers depending on were they are going. PM RealKingCobra and he will answer all your questions. Glen is a good guy!
 
Diamond customer service

Thanks for the idea, fyi the members of the Bremerton Senior Center raised 3/4 of the money for these four tables on their own. Right now we have had to cancel three tournaments because we have no tables, we sold off our old ones prior to Diamonds first delivery date. The director is being driven crazy by many grumpy pool players. Stop and see us and play a game if we ever get our tables.
 
JerrysCues said:
Thanks for the update
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Just once I'd wish Diamond would crate up a 9ft ProAm, ship it by a trucking company to the location it's going to...so that we can ALL read about the nightmare it was trying to get a forklift to get the crate off the truck...then trying to figure out how to get a pool table that weighs 1,230lbs all in one piece into the location...LMAO..I think that would be one hell of a thread....don't you?????? And you know what would be so funny about that...you couldn't blame Diamond for the nightmare...because you got just what you wanted...a Diamond 9ft ProAm right on time! I wonder how long it would take before someone called up Diamond complaining about how they can't get the table into their house or location...I tell you, I'd be laughing so hard it would hurt!!!! Maybe then someone would appreciate a little bit more what I do for a living! That's right, a "LIVING" as this is not just a job. NO ONE can do what I do, unless they're willing to give up everything that even resembles what someone would call a life!!!! I have no home to speak of, I live in the back end of a 15 ft box truck...shared by pool tables, so that people like you can wave your magic wands and just make things happen!

Let me ask you something, the 2 times when I was delivering pool tables up to Washington State back in late October and November and could have delivered your tables then....why didn't you request the delivery when it was on my schedule to be there???????? You had already placed your order....BUTTTTTTTTTT...you wanted to WAIT until you sold off the 4 tables you already had so you wouldn't have them in your way when the Diamonds showed up!!!!!!!....Well, you know what, there's a lot more people that I deliver tables to besides you guys...and they too have been waiting. So, when you're at the front of the line, and YOU choose to step to the rear of that line...don't complain about how long the line is ahead of you!

Now, back to Diamond going out of business...what a dumb thing to say, that was said to try and be spite full. One of the problems we have at Diamond IS the delivery of the tables, BECAUSE you can't ship them by trucking company on a dolly...they WON'T transport them. Then I guess Diamond could crate them for YOU, and ship them that way, but then...guess what?...YOU couldn't install them...except that then...it's YOUR problem...not Diamonds, because you got just what you paid for.

So, that leaves lil' ol' me, as I'm the only person in the world that is even willing to live my life on the road living in the back of a box truck....just so you can get your Delivery!

And to answer your question about how come Diamond don't just hire more people to deliver the tables, because I already know that's what you're thinking...so my answer to that one is...hey, just run an add in the paper looking for someone that weighs about 265lbs, that can lift Diamond 9ft ProAms like they weigh nothing, because you can't always count on help on the delivery end....hint hint, and they also must be able to recover and level pool tables exceptionally well, as in great, to avoid complaints back to Diamond about the work done...and oh yeah, the person should be single in life, because if he's not when he goes to work....he will be before long, and I might add, he shouldn't own a home, because he'll hardly ever see it again...AND, he has to be able to communicate well.....with himself, because for the most part...that's all he's going to be talking to as he's driving all over the country...playing Santa Claus!!!!!!!!!

Now, your tables are on the way, I'm trying to get there by hopefully this coming weekend, or at least before it's over...as I already told Holly...last week. Your tables were delayed because of the 2 storms that blew through the delivery area I'm in...and if you think I'm going to risk my life to deliver someones pool tables...you've got another thing coming...it's called a rebate!!!!!

Have a great day,

Glen

As I've said before, and I'll say it again, "The hardest jobs in the world, are made easy by those that don't have to do them!"
 
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Well, I guess that lets you know where your tables are, I am sure the ole timers will be happy once they get them installed and are playing on them.
They really are great tables, worth waiting for.
 
My experience with Diamond.

When I ordered my Diamond I was given an approximate delivery date. It was late by a few weeks. They did tell me in advance that when it was on its way I would be given a few days notice to get my old table out. They always kept me informed and were upfront to me about being backlogged. I think it is a GOOD thing they are behind. It means the popularity of the Diamond is finally realized across the entire pool industry. It is prolly faster to get a Brunswick these days because demand for those have gone down. :eek: Our Diamond was delivered and set up in a professionaly manner and I can only give compliments to the staff at Diamond for my service. Of course my current complaint from pool players is "When are you gonna get more Diamonds so we can play banks and 9 ball on them?". We currently have our new Diamond Pro set aside for One Pocket only. I have no doubt we will be adding more Diamonds to our billiard parlor soon. They are worth the wait. :)
 
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I am looking for a Diamond now and have ran across a couple of older models (15 years). Do you lose much buying an older model, or do get the same quality and playability on an older Diamond that you get on a new one. I am switching from an antique Brunswick.
 
I had ordered a Diamond table in november of 2006. It was going in a garage that was not ready.
I had told them it would be ready in three weeks of ordering the table and they said the table would be ready in four weeks.
Well they called in three weeks and said it was ready when i was which i thought was really great, but of course i scheduled the delivery and then a problem with the floor occured and could not fit the table yet. i called with 2 days notice and said hold on it wasnt ready and guess what happened. Diamond says no problem you call us when the room is ready and we will deliver it. I thought that was awesome!!!

The room took and extra 4 days and the table came the morning after i called and said the room was ready. It was setup perfectly and in about 40 minutes.

The whole process there was communication on their part telling me how it was coming and discussing things. I had a diamond light already and found a few pieces missing and called the morning of delivery to ask if they could bring the instructions and a missing piece and BAM it showed up with the table.

So i would rate my experience from start to finish an A+, and i also know 2 other people who have had nothing but good experiences with Diamond.
 
I don't care how good the tables are and I don't care how good he is at setting them up. If I had someone I was doing business with talk to me that way I would be getting a refund. If one of my delivery guys treated my customers that way and represented my company that way he'd be fired before he blink his eyes.

Glen, if you're job is that lousy and your life is that miserable, quit. There is no need to go off on a rant like that to people who worked hard and spent a lot of money with your employers. It wouldn't hurt to show a little respect.

Thats just my opinion but I can't imagine that I'm the only one who feels this way.

Dave
 
DiamondDave said:
I don't care how good the tables are and I don't care how good he is at setting them up. If I had someone I was doing business with talk to me that way I would be getting a refund. If one of my delivery guys treated my customers that way and represented my company that way he'd be fired before he blink his eyes.

Glen, if you're job is that lousy and your life is that miserable, quit. There is no need to go off on a rant like that to people who worked hard and spent a lot of money with your employers. It wouldn't hurt to show a little respect.

Thats just my opinion but I can't imagine that I'm the only one who feels this way.

Dave
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You know what...how much would I be disrespecting the customers that I had scheduled for delivery's already...if I told all of them that they'd have to wait...because someone that could have had their tables delivered twice already...now had to be placed in front of them...so THEY have to wait! If I worked for you, I think I'd have quit already!

Glen
 
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DiamondDave said:
I don't care how good the tables are and I don't care how good he is at setting them up. If I had someone I was doing business with talk to me that way I would be getting a refund. If one of my delivery guys treated my customers that way and represented my company that way he'd be fired before he blink his eyes.

Glen, if you're job is that lousy and your life is that miserable, quit. There is no need to go off on a rant like that to people who worked hard and spent a lot of money with your employers. It wouldn't hurt to show a little respect.

Thats just my opinion but I can't imagine that I'm the only one who feels this way.

Dave
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And, I don't have a lousy job, I just wish there were more people qualified to do it so I could catch a break sometimes. Miserable??????...no, you have me all wrong...I love my life, I like my job, and I certainly try to build a relationship with all my customers! I can think of about maybe 300 customers that probably wouldn't have Diamond tables today, if not for me. You just have me all wrong, see...I don't work for Diamond, I sub-contract for them...so you see...I'm NOBODY"S BOY!

"It wouldn't hurt to show a little respect". That's one of the problems with this billiards industry today, you'all rant and rave about the best pool tables built, argue about the best cloth made...then shit on the technicians that install that table with that cloth...like we mean nothing, we're just nobodys...well, maybe in your world, but not in mine!!!!

I'll tell you something else buddy...you'd be one of the first ones to complain if the work wasn't done right, and one of the last to give a complement!!!!

I'll tell you something else, you couldn't afford me to work for you either! I'd rather recover and level someones table for free, before I do a table for someone like you...not even for $1,000.00 bucks!

Glen, the realkingcobra, and the backbone of the billiards technicians industry!!!!!!!!!

So, have you got it figured out yet, that us "AssHoles" of the world, are responsible for making your pool playing expereince more enjoyable! YOU, are the one that needs to learn to give some respect!!!!!!!
 
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I had the pleasure to meet Glen this evening at Raxx in South Dakota and he is a stand up guy!
 
DiamondDave said:
I don't care how good the tables are and I don't care how good he is at setting them up. If I had someone I was doing business with talk to me that way I would be getting a refund. If one of my delivery guys treated my customers that way and represented my company that way he'd be fired before he blink his eyes.

Glen, if you're job is that lousy and your life is that miserable, quit. There is no need to go off on a rant like that to people who worked hard and spent a lot of money with your employers. It wouldn't hurt to show a little respect.

Thats just my opinion but I can't imagine that I'm the only one who feels this way.

Dave
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Personally, I have to agree with Dave on this one.

Let me say, though, that I feel Diamond tables are the absolute nuts. They play way better than any other, IMO, and every one that I have ever seen is set up perfectly. If that is due to the fact that they only have one delivery/set-up person in the US, all I can say is WOW!! No, I would NEVER do what you do...I feel for your frustration and the thanklessness that you get for the job you do.

However, the company should know what their schedules are like when they schedule a delivery, and they should alert the customers of changes in delivery dates, etc. They could have demanded that the tables be dilivered to the customer on one of your previous passes in the area, or they could have charged additional fees. I truly feel badly for the set-up guy being jerked around by the chain, but the customer should NEVER see that side of the business' problems, let alone the fact that the issue should never go public.

In my 35 years of Federal service, I moved up the ladder to with some degree of success. No one who worked for me would ever have aired dirty laundry, and they all knew that I would fall on my sword to defend them...and no company with whom I ever contracted or bought from ever spoke to me or one of my people in that manner more than one time.

Joe
 
They could have demanded that the tables be delivered to the customer on one of your previous passes in the area, or they could have charged additional fees.
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You can't demand a customer to take a table on any one date, as they have that final word. And charging additional fees wouldn't change a thing. As I stated already, I already had a list of customers that were already waiting on their tables, and they are at the front of the line. I bend over back-wards for ALL my customers, even ones that don't deserve it, but if you go up to the beginning of this thread, you'll see who started all this, and I don't believe he has anything to do with the tables at all. So, I think people should think before they open a can of worms that shouldn't be opened!

In defense of Diamond, this is not a normal table to deliver, if it was it would have been just shipped like any other kind of table, and someone in the area of the delivery would install the table. That is a simple job, and there's a lot of people qualified to do that...as in your federal jobs line of work...the list of people wanting them jobs is long!

But we're not talking about any thing normal here, not even close to normal. There has NEVER been a pool table built in the entire history of the billiards industry quit like the Diamond ProAm 9ft...never!

It's going to take a while to even encourage billiards technicians to even want to take on delivering them, let alone moving one. I can tell you after being in this business for as long as I have been, there is NO other table built today, nor ever like this table, but yes...there are some problems with it...and delivery is a MAJOR problem, but...we're working on that, and I'm trying to get more technicians involved behind me to give me some more support...and that is NOT something Diamond can do...is rally the support of billiards technicians to want to deal with the size of this table, but I can...and I will. Given a choice, I'd never own any other kind of table built, and there's a lot of other people that feel the same way.

Diamond is the only manufacture anywhere that has to have their tables delivered special, and that's what I do...deliver them. I am loyal to the customers first, Diamond second...and have always worked that way, and see no need or reason to change. But, sometimes the "Customers" need to realize...they are not the only ones buying these tables, and when they're told...hey, I can do it at this time....then they need to listen to me, not try and change the system...because they bought 4 tables all at one time...as I just dropped off "6" tables tonight in Rapid City, SD...and they are in Bremerton, WA!...across 4 mountain passes in the middle of the winter right after 2 snow storms!

Glen
 
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