Disappointed w/ Jacoby Warranty

Bob is a good guy. I have bought a couple Jacoby cues from him *my current heavy hitter* and I have my play cue. He has always been super nice and I had a friend on a league team that she had bought an Oliver cue from him and the her shaft split on her. She is by no means a "power stroke" player and he told her the same thing that Olivier wasn't going to honor her warranty and Bob stepped up and took care of it. I am actually going to pay him a visit tomorrow looking for an Olivier or another Jacoby. I would rather buy from him being the local guy, because sometimes there's more to it than just a low price.
 
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Well if you are looking for a Jacoby my 60" sneaky Pete is for sale with a brand new Unchalked and unhit shaft! Btw if you didn't know the collarless shafts are fragile... Lol!
 
Shafts

RBC said:
MMike

I understand, but really just wanted to clarify a few things for those who may be reading this.

First, see my responses above.

We stand behind our products 100%. It's unfortunate that we can't just give a brand new shaft to everyone who has one that breaks for any reason.

Well over 90% of our sales are wholesale to Distributors, Retailers, and Cue Makers. All of which are independent business'. 100% of our warranty is directly between OB and the owner of the product. With regards to the shafts that MMike has mentioned in this thread, OB still does not have any communication with the owner. If that owner could communicate with us, we could easily determine if would provide some assistance. Until then, we have no way to get the information that we need to be able to provide any assistance. It's that simple.

As for collarless joints in OB Shafts, there are hundreds if not thousands of them out there in the world right now. Being played with and enjoyed by their owners. On some, the joints were installed by us. On many they were installed by others.

As for shafts that have split at the joint. Yes, we have seen a few of them. Many of them even had collars on them. If the split is determined to be a failure of the shaft itself, then we take care of it. If the split is determined to be caused by something else, we don't. This can be true even if the joint work is installed by someone else.

We provide warranty assistance all the time. There are many, many OB shafts out there, so we expect to have some product come back to us. Many of the issues we see are taken care of with no questions asked over and above what's required on our product return form. Some of the issues are not a matter for warranty. No matter what, we always try to help the customer out in some way shape or form. It's unfortunate that we just can't please everyone.


Royce Bunnell
www.obcues.com
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Royce I understand you cannot warranty every shaft for any reason.
I don't move but maybe 1% of the volume of cues you do at the very most.
But when someone I consider to be honest and the man says he didn't put any side pressure on the joint of his cue then I give the customer the benefit of the doubt.

You might have thousand 's of OB collarless shaft out there that held together, but I know of one that didn't and I fully believe the owner of that shaft takes care of his equipment

So if this was OB shaft would you warranty it ?
 
mortuarymike-nv said:
Royce I understand you cannot warranty every shaft for any reason.
I don't move but maybe 1% of the volume of cues you do at the very most.
But when someone I consider to be honest and the man says he didn't put any side pressure on the joint of his cue then I give the customer the benefit of the doubt.

You might have thousand 's of OB collarless shaft out there that held together, but I know of one that didn't and I fully believe the owner of that shaft takes care of his equipment

So if this was OB shaft would you warranty it ?
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MMike

The trouble is Mike, that as of yet, the owner of this shaft has not done the only thing that he must do for us to even be able to make a decision, and that is to fill out our product return form and send it in to us. It really is that simple, and I don't know what else to tell you.

Royce Bunnell
www.obcues.com
 
billy-ks said:
i am also a dealer for Jacoby and I question how you ever got the shaft without a collar. they have always told me that they will not make a edge shaft without a collar on it for the reason you are describing here. They are prone to cracking without the collar.
I think there is more to the story here than we are hearing. I will be talking to David Jacoby this weekend at are state tournament. I will bring this up to him and report back my findings.
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It doesn't look like an edge shaft in the photo.
 
Too late

RBC said:
MMike

The trouble is Mike, that as of yet, the owner of this shaft has not done the only thing that he must do for us to even be able to make a decision, and that is to fill out our product return form and send it in to us. It really is that simple, and I don't know what else to tell you.

Royce Bunnell
www.obcues.com
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Royce its not a big deal on my customers OB shaft that delaminated at the joint.
The shaft was repaired and he is happy with the repair.

As of him not wanting to send the shaft to you that was his choice.
It was my idea to send the shaft to you before he sent them to me.
I didn't make the shaft, and I really don't care to work on any Laminated Ld shaft
and I didn't charge the customer for the repair.
All my efforts was to get this customers expensive LD shaft fixed..... there wasn't a dime made off the repair or the steps taken to get it fixed by you.....
If you bought 2 shafts from me and both failed how much confidence would you have in my workman ship?
And would you risk spending more money just to see if I would warranty it or not ?

PS you never did answer the question of if the shaft in this thread was a OB would you warranty it ?
 
BlueCollarBar said:
The shaft was a very tight fit from the moment I bought it. Debatable if it was to tight to begin with. I played league twice, one tournament and a couple nights at home against my Dad with this cue and it cracked while I was at home playing. I have incredibly "oily" hands so all of my shafts get a discoloration within just a few uses. Either way I didn't post this just to trash Jacoby. It's a nice cue but it did crack under the circumstances described and I have no reason to blatantly lie about how it occurred. Bob, the dealer, saw it in person with his own eyes and knew the purchase date and when the crack occurred and covered the replacement himself so I think that says a lot about the actual condition of the shaft/cue.
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I am not calling you a liar just pointing out that to me and (as is obvious in this thread) most experienced
people your shaft looks like it had way more then just a little use. If that shaft was sent to me stating very little
play I would be very wary, cause I can see with my own eyes it had quite a bit of play.

So, when I am then deciding whether or not to replace that shaft under warranty I will be in a distrusting
mindset and much more likely to deny the warranty claim. In your specific case that may be unwarranted
but that is how I would feel as the dealer.

gr. Dave
 
It broke against the grain which is VERY hard to do without some kind of lateral pressure being applied to it, I would be curious to see the butt and joint area about 6" above and below the joint to search for dents/dings/scratches.
 
Here you go, pictures of the butt/pin. Btw if you couldn't tell from the second picture I uploaded earlier the lack of the flash hitting part of the shaft in the picture is what caused it to appear discolored as you all keep referencing.
 
And one more for a reference. Brand new never used replacement shaft taken the same way as the other picture. The flash causes the upper part of the shaft to appear dis colored when in fact it's not.
 
You said you break with a different cue right? Any pictures of the ferrule and the shaft 6" above the joint? At this point it's purely academic for me, I used to be on the Predator quality control/customer service/returns teams so trying to piece together what happened to a shaft before and after the fact is always an interesting thing to do.
 
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Yes I break with a different cue. This cue was never used to break even to soft break even with a magic rack. I don't have the shaft anymore so I don't have any pictures near the ferrule. There were no dings, dents or scratches of any kind which is why Bob chose to cover it himself.
 
Ah I see, really glad you got it replaced even if it wasn't covered by the Jacoby warranty. In all honesty though, if I saw that come into the Predator factory in that condition I would have categorized that as "abuse" and suggested that it not be covered, regardless of the how recent the purchase was and the lack of damage besides the crack. The fact that it cracked so cleanly on both sides of the shaft exactly 180 degrees across from each other suggests that there was a large amount of lateral pressure applied to the joint area.

I know this isn't what you want to hear and I have absolutely nothing to do with Jacoby, the warranty or the replacement of your shaft but as someone who had to make decisions on instances such as this I thought I would share my opinion and thoughts as to why it wasn't covered by the manufacturer.
 
I can understand that completely. No doubt. I just feel that sometimes you've got to give the customer the benefit of the doubt and being one of the more prominent names in the business I would have thought that they would want to protect the reputation they have. I don't think they make a bad product or anything of the sort. In fact, I think it's a great product and great workmanship but I do believe that flukes like this do occur and even though the picture you are making your judgment based on doesn't do my story an justice the shaft itself was definitely well taken care of. I learned my lesson in the past about being careless with a shaft and it cost me.
 
And I agree with you too not everything is appears as it is on the surface, and it's a fine line between protecting your reputation and being bullied by someone especially in this technological day and age where feedback is immediate and wide spread. You're not bullying or threatening anyone at all and actually have been very mellow, to the point and not emotional or unreasonable in any way, which lends to your credibility in explaining the situation.

This is probably the hardest scenario when it comes to dealing with pool cue warranty situations and the more information out there the better off the industry will be. It seems obvious to those who deal with cues/shafts on a daily basis that anything built without a collar will inherently crack easily/easier than one without a collar, but Mr. Joe Public isn't privy to that knowledge so it needs to be expressly written to protect all of those involved.

Bleh, I just wrote a quick blurb about "life cycles" and "warranties" about a different industry that kind of tied into our little discussion here but it might cause people to fall asleep and bang their head on their keyboards ha ha.
 
BlueCollarBar said:
Have you ever seen a sneaky pete with a collar? I think it would kind of defeat he purpose of a sneaky Pete.
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Yes, most do just for that reason. I used to be a McDermott dealer and their SP was one of my best sellers but the discontinued it for just that reason.

They were tired of replacing cues that the customer split it at the joint. And of course the customer didn't do anything it just broke, sure we believe that.
 
macguy said:
Yes, most do just for that reason. I used to be a McDermott dealer and their SP was one of my best sellers but the discontinued it for just that reason.

They were tired of replacing cues that the customer split it at the joint. And of course the customer didn't do anything it just broke, sure we believe that.
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There's always a sceptic. Playing golf I have both purposefully snapped the head of a driver off before and I have also had one break off from hitting the ball only. Most wouldnt believe me when I tell that story but it's true. I'm sure you wouldn't believe me even if you were there to witness it and would Insist that I hit the ground as well even though there is a lack of a divot. Just sayin.
 
Fuji-whopper said:
And I agree with you too not everything is appears as it is on the surface, and it's a fine line between protecting your reputation and being bullied by someone especially in this technological day and age where feedback is immediate and wide spread. You're not bullying or threatening anyone at all and actually have been very mellow, to the point and not emotional or unreasonable in any way, which lends to your credibility in explaining the situation.

This is probably the hardest scenario when it comes to dealing with pool cue warranty situations and the more information out there the better off the industry will be. It seems obvious to those who deal with cues/shafts on a daily basis that anything built without a collar will inherently crack easily/easier than one without a collar, but Mr. Joe Public isn't privy to that knowledge so it needs to be expressly written to protect all of those involved.

Bleh, I just wrote a quick blurb about "life cycles" and "warranties" about a different industry that kind of tied into our little discussion here but it might cause people to fall asleep and bang their head on their keyboards ha ha.
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Well let's hope that at the very least this thread had helped to educate those like myself as to the vulnerability of a collar-less sneaky Pete shaft.

And really, my main objective of this post was to point out the incrediblly good customer service I received from Bob at RG Billiards. It's rare these days for someone to stand behind a product they sell these days and I felt he deserved to get credit for that publicly.
 
BlueCollarBar said:
There's always a sceptic. Playing golf I have both purposefully snapped the head of a driver off before and I have also had one break off from hitting the ball only. Most wouldnt believe me when I tell that story but it's true. I'm sure you wouldn't believe me even if you were there to witness it and would Insist that I hit the ground as well even though there is a lack of a divot. Just sayin.
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Watched a friend at a local driving range unwrap his new megabuck driver. Took a couple of practice swings. Placed a ball on the tee. Took his normal swing. Not only did the ball fly away from the tee but the head of his new driver as well! I believe you. Seen it with my own eyes. Oops, forgot to mention he's a scratch golfer.

Lyn
 
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