Does Jacoby's Customer Service Stink?

M

mnsneakypete

AzB Silver Member
Silver Member
I was trying to order a custom sneaky pete from Jacoby. I used their online system to get a quote - no response after 2 months. I then called them and requested a quote. I got the receptionist's email address and emailed her the specs. No response after 2 weeks. I emailed her again. No response (the email went through fine).

I can't imagine what kind of service I would get if I had an issue with their product...
 
That seems odd, my neighbor had a custom jacoby made last year and loved dealing with them! Try calling instead of email!
 
Have you checked your spam folder and stuff? Seems very unlikely they're ignoring you. They are typically quick to respond and always provide great service in my experience.
 
Jacoby is also very in touch with the pool world, especially in their home state of WI. They add money to many local tournaments and have a booth with a lathe, cues, and accessories for many tournaments that are likely to have 100 plus competitors.
 
I've bought 2 cues directly from Jacoby. Very nice, very attentive. Good cues.
 
mnsneakypete said:
I can't imagine what kind of service I would get if I had an issue with their product...
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Maybe I can help with that...

I own 3 of their cues, 1 for shooting and 2 break cues (one of which is a break/jump combo). I ordered the shooting cue and the break/jump dealing directly with Brandon at one of the events here in Vegas a few years ago. I had virtually no issues despite the additional length requested for the butts and shafts. If memory serves there were a couple delays in production, but nothing major.

In December 2015, I ordered one of their new break cues. They quoted me 8 weeks wait time. In late January, I emailed their receptionist to get a status update. She said they hadn't started on it yet because they were waiting on some part to come in. I never got anything from them stating there was a delay. She said it would be another 6 weeks. I was expecting it would be about done at this point and they hadn't even started on it.

I contacted them again at the end of that period and they said it was going into the finishing room. It would be about 2 weeks.

There was one point at which I wasn't getting a response at all and had to cc Brandon on the email. Once I did that, I got a response right away.

When I finally received the break cue, the craftsmanship was excellent, but I was a little disappointed that the joint they used wasn't the same joint as I had on my other two cues. Not the end of the world, but it would have been nice if the joints were the same. I certainly wasn't going to raise a stink about it.

All in all, the cues they produce are great quality. I love mine and I think they do a good job, you just might have to stay a little more on top of them and the process sometimes (depending on who you are dealing with). It sucks to have to do that, but it was worth it to me for the quality.
 
mvp said:
That seems odd, my neighbor had a custom jacoby made last year and loved dealing with them! Try calling instead of email!
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I agree. I've known them to be very responsive and conscientious about their cue business AND they are nice people to boot.
 
I dealt with them 100% through email to have a set of custom JPs made for a friend. They were very fast and professional, sorry you're experience isn't as top-notch.
 
I've emailed them a few times to get some history on some older Jesse Bowman cues I have and David replied within a day or two with all the info I asked for and more. He was actually replying from his cell phone on a Sunday one of those times.
 
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