My Diamond Pro-Am Experience
Just wanted to tell everyone about my Diamond Pro-Am table purchase experience, first of all let me start by saying that the table mechanic Glen is a really good guy with a good heart. And this in no way reflects the way I feel about him. But my experience was not good after it was all said and done.
I paid my deposit of $2200.00 on the 25th of January 2007, with a remaining balance of $3250.00 due upon delivery and setup of the table. I checked the following week to see if my money had been withdrawn from my account; it hadn’t. So I called and spoke with the very nice receptionist at Diamond and explained that my money I gave them had not been charged yet, she told me for some reason they did not get the invoice from “Brian” yet but would get it and charge it that day (31 January 07).
I had told Brian that I would coordinate my delivery directly with Glen since he and I have had several conversations on the forums and I had his cell number. Glen and I agreed on a date of 8 and 9 February 2007 (yes that is pretty quick but he said no problem). Around the 5th of February I called Glen and told him my job was sending me on a trip that week and we would have to postpone until the 16th. Glen said no problem and that was the date we agreed upon.
The following day I found out my trip was cancelled and I would be around for the original delivery date of the 8th/9th of Feb. I called Glen back and told him and we were back on. I called Glen on Thursday 8 Feb and ask if he was still coming; he told me that Diamond has not paid him yet for the trip so he could not leave but he was expecting to be paid that day via wire transfer and that he would leave once he got paid.
I told Glen that there was a big tournament in Phoenix that weekend that I wanted to play in and if he thought he would not be here on Friday to let me know so that I could go play in it (Tournament was FRI/SAT/SUN). Glen told me we would be better off shooting for the 12th and 13th since he was still waiting on getting paid. So I said ok and now are new date was the 12th and 13th of February.
Let me add this real quick, Glen was going to be leaving from Washington state and then stop in Oregon to drop off a table and then to Vegas to pick up my table and light at the warehouse and bring it to Arizona (about an hour south of Tucson).
Monday the 12th rolls around and I am waiting on Glen to arrive with my table; I tried calling him and see where he was at but I kept getting his voice mail so I figured he is in a dead zone for cell service (lots of places like that in AZ). Glen does call me back and tells me he did get paid from Diamond finally but when he went to get his fluids all changed in his vehicle he found out he was missing some bolts from the cross member that holds his transmission up. He stated he was waiting on UPS to bring some parts to fix this and once that happens he would leave. Now remember I have waited all day plus took the day off from work thinking he was about to pull into my driveway at any moment since I did not get an answer from him.
So Glens part finally comes in and he gets on the road to Oregon to drop of the table and I have a new delivery date of Friday the 16th of Feb. So on Thursday I call Glen to make sure he is going to be there the next day and deliver my table because I will be taking off work again. Glen did not answer and I left him a voicemail. Friday I wait all day thinking Glen will be rolling up any minute (took the day off work again) and of course that did not happen. I get a call Friday afternoon from Glen saying that he did drop the table off in Oregon but he could not leave and got stuck there for overnight because all of the gas stations were closed and that in Oregon it is illegal to pump your own gas so he had to wait until the next day until the gas stations opened. Apparently he was in the middle of nowhere Oregon where there is no cell service or open gas stations.
So now Glen is on his way to Vegas and will get my table on Saturday and bring it down Sunday the 18th of February. Once again I call Glen the night before and verify that my table will be there the next day because I will have to be there when he arrives. Once again no answer and I leave a message. Sunday rolls around and I wait until about 1pm AZ time and Glen finally calls. He tells me there is no one at the warehouse and now I have to wait until tomorrow (Monday the 19th) to get the table, at this point I tell him I am fed up with all the reasons of why I cant get the table and that I wait all day for him to show up to find out he hasn’t left the last location he was at. I tell him I am about to cancel the order and forget it.
Glen assures me I will have the table Monday and to not give up he is almost there. Well guess what I wait around all day Monday (Presidents Day, I have this day off of work) and no Glen. I call and get no answer and I leave a voice mail. Well around 3pm Glen calls me back and says he is still in Vegas and that they have a lot of rain (flash flooding according to him) and he has not left yet. By the way Vegas is about 7 -8 hours from my house.
Now I am about to go nuclear at this point considering all the time I have wasted waiting on this table and 2 days off of work. So Glen tells me he will drive through the evening once the rain stops and show up at midnight if he has to but he will leave that day.
I tell Glen that I will wait up (yeah “fool me once shame on you, fool me twice shame on me” I know). Well at about 130am I call his cell, no answer and I leave him a voicemail saying I am going to bed and not waiting any longer. The next morning I speak with Glen and he has not left Vegas but is loading up right now and will be there that day (Tuesday) guaranteed.
Around 1pm on Tuesday the 21st of Feb I get a call from Diamond telling me my charge card I gave them for the final balance was declined. (They tried to run the balance owed to the card I initially gave them for the deposit). And of course I was a little irritated considering I did not have the table at this point and they were trying to charge me for it already. I explained to them everything you just read and that I was using a different card for the final balance which I would not give to them until the delivery / setup was complete.
Viola!! Glen shows up around 5 pm with the table (Yes you read that right he showed up finally). I am not going into the issues that I had with the table or how we got it in the house (no stairs or hard turns just 3 little stoops to go over).
Glen did an outstanding job of setting up the table and recovering it with the Tour Blue 860 Simonis (it had the IPT Gorina on it). I did buy a tournament used table which was described to me as a table that had been used in the IPT and then stored. There were some issues of nicks and gouges in the table which He and I fixed with buffing compound and a car buffer (worked excellent). The table is set up and looks really nice and Glen did an outstanding job of leveling and recovering it with Simonis 860 which was included in my price.
NOW THE REALLY BAD PART
I called Brian (In charge of Sales) and explained this whole thing to him and told him I was a dissatisfied with the service considering all the problems I had and I ask him if I should direct all of these comments to him or Chad Charlow (spelling maybe off but it sounds like I spelled it) the VP. Brian told me if I called Chad he would just tell me to speak with Brian (which was not true I found out later because Chad was unaware of my situation one week after I told Brian about it).
So yesterday I decided to call Chad and follow up on if Brian told him about my experience (he had not of course). I explained everything to Chad and told him I wanted some sort of compensation for my time I took off of work and waiting around on several occasions without a delivery. I have to mention this; my setup fee was $250. I asked for that money back for two reasons, one being that my friend and I had to help get the table into the house which I am paying Diamond for this service and the customer should not have to help because only one guy shows up. And the other is I took two days off of work, plus the additional days I waited around.
Chad said he understood my concerns but that Glen is a contractor and does not work for Diamond so I should be going to him for the money. Chad did say he would talk with Brian and Glen but he also wanted me to know that if I did get the money back he would be taking it from Glen I told him that should be transparent to me and there is no point in telling me that. Chad said he would call me back the next day (Wednesday the 28th of February).
Well Chad called me back today and started explaining to me how I got the table a good discount and all the reasons why Diamond should not refund me the $250 for my time and helping bring the table in the house. I ask him how much two days of work was worth to him plus the other days I waited around. I also told him my friend and I are opening a pool room soon and we wanted to use Diamond as our tables in it and that if this is the kind of service I could expect than maybe I would go with Brunswick or someone else.
Finally he told me that he is not going to say something that he might regret since I threatened him with going with Brunswick (which is not a threat and just a statement, who would buy from a company that treats its customers that way). These are his final words to me, “I am going to give you your $250 back but then we are done, don’t call for parts or service and don’t call we are done” I replied with that is fine and hung up. I am a little confused, what did I do wrong that I now am banned from getting any parts or service when all I did was be at my home on several occasions waiting for a table that did not show up. I guess I am the bad guy for pointing out my bad experience and I should be thankful that I got the table at a good price and so what if I wasted a few days of my life for something that I am paying over $5000.00 for.
Oh yeah Chad did mention that Glen apologized to me for being late (being late 1 hour or 5 hours is different than not showing up 4-6 different times with no call and leaving me to wait). I am really not mad at Glen, is he to blame for some if it? YES. But Diamond should stand behind there table mechanics and delivery people and not throw them to the curb when there is a customer complaint. My table was delivered via a Ford Ranger V-6 pulling a 14-16 foot open trailer which is owned by Glen. Diamond should be providing these table mechanics with full size diesel trucks with enclosed trailers fifth wheels or whatever?
How can you expect a guy to pull 6 regulation sized table around the country with a Ford Ranger Pick-up.
Please feel free to PM me with any questions or if my non technical writing skills have confused you.....
Below is a list of my charges for the table.
Table Pro Am 9ft one piece slate with Dymondwood rails Tournament Used (IPT) $4150 (Which was filthy when it arrived because rain got to it because it was carried in an open trailer covered with a tarp, Plus I got the pleasure of cleaning it).
Mini Light 9ft $500 (Which was filthy when it arrived because rain got to it because it was carried in an open trailer covered with a tarp, Plus I got the pleasure of cleaning it)
Shipping and Handling $550
Setup Fee $250
GRAND Total
$5450.00
UPDATE, I DID GET MY CHECK 6 days later from Diamond for $250.
Just wanted to tell everyone about my Diamond Pro-Am table purchase experience, first of all let me start by saying that the table mechanic Glen is a really good guy with a good heart. And this in no way reflects the way I feel about him. But my experience was not good after it was all said and done.
I paid my deposit of $2200.00 on the 25th of January 2007, with a remaining balance of $3250.00 due upon delivery and setup of the table. I checked the following week to see if my money had been withdrawn from my account; it hadn’t. So I called and spoke with the very nice receptionist at Diamond and explained that my money I gave them had not been charged yet, she told me for some reason they did not get the invoice from “Brian” yet but would get it and charge it that day (31 January 07).
I had told Brian that I would coordinate my delivery directly with Glen since he and I have had several conversations on the forums and I had his cell number. Glen and I agreed on a date of 8 and 9 February 2007 (yes that is pretty quick but he said no problem). Around the 5th of February I called Glen and told him my job was sending me on a trip that week and we would have to postpone until the 16th. Glen said no problem and that was the date we agreed upon.
The following day I found out my trip was cancelled and I would be around for the original delivery date of the 8th/9th of Feb. I called Glen back and told him and we were back on. I called Glen on Thursday 8 Feb and ask if he was still coming; he told me that Diamond has not paid him yet for the trip so he could not leave but he was expecting to be paid that day via wire transfer and that he would leave once he got paid.
I told Glen that there was a big tournament in Phoenix that weekend that I wanted to play in and if he thought he would not be here on Friday to let me know so that I could go play in it (Tournament was FRI/SAT/SUN). Glen told me we would be better off shooting for the 12th and 13th since he was still waiting on getting paid. So I said ok and now are new date was the 12th and 13th of February.
Let me add this real quick, Glen was going to be leaving from Washington state and then stop in Oregon to drop off a table and then to Vegas to pick up my table and light at the warehouse and bring it to Arizona (about an hour south of Tucson).
Monday the 12th rolls around and I am waiting on Glen to arrive with my table; I tried calling him and see where he was at but I kept getting his voice mail so I figured he is in a dead zone for cell service (lots of places like that in AZ). Glen does call me back and tells me he did get paid from Diamond finally but when he went to get his fluids all changed in his vehicle he found out he was missing some bolts from the cross member that holds his transmission up. He stated he was waiting on UPS to bring some parts to fix this and once that happens he would leave. Now remember I have waited all day plus took the day off from work thinking he was about to pull into my driveway at any moment since I did not get an answer from him.
So Glens part finally comes in and he gets on the road to Oregon to drop of the table and I have a new delivery date of Friday the 16th of Feb. So on Thursday I call Glen to make sure he is going to be there the next day and deliver my table because I will be taking off work again. Glen did not answer and I left him a voicemail. Friday I wait all day thinking Glen will be rolling up any minute (took the day off work again) and of course that did not happen. I get a call Friday afternoon from Glen saying that he did drop the table off in Oregon but he could not leave and got stuck there for overnight because all of the gas stations were closed and that in Oregon it is illegal to pump your own gas so he had to wait until the next day until the gas stations opened. Apparently he was in the middle of nowhere Oregon where there is no cell service or open gas stations.
So now Glen is on his way to Vegas and will get my table on Saturday and bring it down Sunday the 18th of February. Once again I call Glen the night before and verify that my table will be there the next day because I will have to be there when he arrives. Once again no answer and I leave a message. Sunday rolls around and I wait until about 1pm AZ time and Glen finally calls. He tells me there is no one at the warehouse and now I have to wait until tomorrow (Monday the 19th) to get the table, at this point I tell him I am fed up with all the reasons of why I cant get the table and that I wait all day for him to show up to find out he hasn’t left the last location he was at. I tell him I am about to cancel the order and forget it.
Glen assures me I will have the table Monday and to not give up he is almost there. Well guess what I wait around all day Monday (Presidents Day, I have this day off of work) and no Glen. I call and get no answer and I leave a voice mail. Well around 3pm Glen calls me back and says he is still in Vegas and that they have a lot of rain (flash flooding according to him) and he has not left yet. By the way Vegas is about 7 -8 hours from my house.
Now I am about to go nuclear at this point considering all the time I have wasted waiting on this table and 2 days off of work. So Glen tells me he will drive through the evening once the rain stops and show up at midnight if he has to but he will leave that day.
I tell Glen that I will wait up (yeah “fool me once shame on you, fool me twice shame on me” I know). Well at about 130am I call his cell, no answer and I leave him a voicemail saying I am going to bed and not waiting any longer. The next morning I speak with Glen and he has not left Vegas but is loading up right now and will be there that day (Tuesday) guaranteed.
Around 1pm on Tuesday the 21st of Feb I get a call from Diamond telling me my charge card I gave them for the final balance was declined. (They tried to run the balance owed to the card I initially gave them for the deposit). And of course I was a little irritated considering I did not have the table at this point and they were trying to charge me for it already. I explained to them everything you just read and that I was using a different card for the final balance which I would not give to them until the delivery / setup was complete.
Viola!! Glen shows up around 5 pm with the table (Yes you read that right he showed up finally). I am not going into the issues that I had with the table or how we got it in the house (no stairs or hard turns just 3 little stoops to go over).
Glen did an outstanding job of setting up the table and recovering it with the Tour Blue 860 Simonis (it had the IPT Gorina on it). I did buy a tournament used table which was described to me as a table that had been used in the IPT and then stored. There were some issues of nicks and gouges in the table which He and I fixed with buffing compound and a car buffer (worked excellent). The table is set up and looks really nice and Glen did an outstanding job of leveling and recovering it with Simonis 860 which was included in my price.
NOW THE REALLY BAD PART
I called Brian (In charge of Sales) and explained this whole thing to him and told him I was a dissatisfied with the service considering all the problems I had and I ask him if I should direct all of these comments to him or Chad Charlow (spelling maybe off but it sounds like I spelled it) the VP. Brian told me if I called Chad he would just tell me to speak with Brian (which was not true I found out later because Chad was unaware of my situation one week after I told Brian about it).
So yesterday I decided to call Chad and follow up on if Brian told him about my experience (he had not of course). I explained everything to Chad and told him I wanted some sort of compensation for my time I took off of work and waiting around on several occasions without a delivery. I have to mention this; my setup fee was $250. I asked for that money back for two reasons, one being that my friend and I had to help get the table into the house which I am paying Diamond for this service and the customer should not have to help because only one guy shows up. And the other is I took two days off of work, plus the additional days I waited around.
Chad said he understood my concerns but that Glen is a contractor and does not work for Diamond so I should be going to him for the money. Chad did say he would talk with Brian and Glen but he also wanted me to know that if I did get the money back he would be taking it from Glen I told him that should be transparent to me and there is no point in telling me that. Chad said he would call me back the next day (Wednesday the 28th of February).
Well Chad called me back today and started explaining to me how I got the table a good discount and all the reasons why Diamond should not refund me the $250 for my time and helping bring the table in the house. I ask him how much two days of work was worth to him plus the other days I waited around. I also told him my friend and I are opening a pool room soon and we wanted to use Diamond as our tables in it and that if this is the kind of service I could expect than maybe I would go with Brunswick or someone else.
Finally he told me that he is not going to say something that he might regret since I threatened him with going with Brunswick (which is not a threat and just a statement, who would buy from a company that treats its customers that way). These are his final words to me, “I am going to give you your $250 back but then we are done, don’t call for parts or service and don’t call we are done” I replied with that is fine and hung up. I am a little confused, what did I do wrong that I now am banned from getting any parts or service when all I did was be at my home on several occasions waiting for a table that did not show up. I guess I am the bad guy for pointing out my bad experience and I should be thankful that I got the table at a good price and so what if I wasted a few days of my life for something that I am paying over $5000.00 for.
Oh yeah Chad did mention that Glen apologized to me for being late (being late 1 hour or 5 hours is different than not showing up 4-6 different times with no call and leaving me to wait). I am really not mad at Glen, is he to blame for some if it? YES. But Diamond should stand behind there table mechanics and delivery people and not throw them to the curb when there is a customer complaint. My table was delivered via a Ford Ranger V-6 pulling a 14-16 foot open trailer which is owned by Glen. Diamond should be providing these table mechanics with full size diesel trucks with enclosed trailers fifth wheels or whatever?
How can you expect a guy to pull 6 regulation sized table around the country with a Ford Ranger Pick-up.
Please feel free to PM me with any questions or if my non technical writing skills have confused you.....
Below is a list of my charges for the table.
Table Pro Am 9ft one piece slate with Dymondwood rails Tournament Used (IPT) $4150 (Which was filthy when it arrived because rain got to it because it was carried in an open trailer covered with a tarp, Plus I got the pleasure of cleaning it).
Mini Light 9ft $500 (Which was filthy when it arrived because rain got to it because it was carried in an open trailer covered with a tarp, Plus I got the pleasure of cleaning it)
Shipping and Handling $550
Setup Fee $250
GRAND Total
$5450.00
UPDATE, I DID GET MY CHECK 6 days later from Diamond for $250.
