driving me nuts

desi2960

desi2960

AzB Silver Member
Silver Member
I just received am email from a customer telling me he is returning a cue. He had an opportunity to hit a few with one of my wood pin cues and decided to order one. He wanted a 4 prong ebony into maple, maple handle and ebony butt cap, so we build the cue to his spects. Now he tells me he's returning the cue because it did not hit like the other cue. He hit a few with a one piece butt with butterfly splices, then decides he wants a cue exactly like that only completely different. i'm done, i'm not changing anything about my cues, not taking any more orders for any designs or and spects accept the ones i like. as soon as i get the cue back it will go on ebay starting bid $1.00. i'll post it on the wfs section, might be able for one of you to pick-up a $400.00 wood pin cue cheap. thanks for putting up with my ramblings. chuck starkey
 
Chuck, is this you on the left? :D

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"ARRRRRRRRRRRR! It's DRIVIN' me NUTS!"

Sorry to hear you've got a dissatisfied customer. I'm sure you'll find a new home for that cue.
 
Chuck, you have a satisfaction guaranteed policy that is perhaps more generous than any other cue maker. Perhaps you should only offer your no questions asked return policy on cues that are not customer specific. If you build to a customer's specs, he probably should be committed to it and only have recourse if there are flaws.
 
Yes, that's a very generous return policy. Perhaps instead of a 100% refund offer, 75% would be enough? That 25% difference might be enough to cover your costs in dealing with the resale, and more importantly it might be enough to dissuade someone from returning a cue for spurious reasons.
 
forgive me, but lets just assume for a second that you sent out a crap cue -- not accusing you, just making a point -- he shouldnt be able to return it? im on the side of the buyer here because this is something very personal. cuemakers need to understand this and adjust their policies accordingly.

if you want to hear more of my opinion, cue collectors have absolutely RUINED the cue buying market for actual pool players. they buy tons of cues, dont give a crap how they hit, and cue makers policies tend to cater toward them (ie they make cues that look good but dont give a rats as how good they hit). in my opinion, the policy of a real cuemaker is to make a cue that the actual player is happy with... this may entail some extra back and forth shipping costs, but this can be worked out and all parties happy.
 
brechbt said:
Chuck, you have a satisfaction guaranteed policy that is perhaps more generous than any other cue maker. Perhaps you should only offer your no questions asked return policy on cues that are not customer specific. If you build to a customer's specs, he probably should be committed to it and only have recourse if there are flaws.
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I agree, I'd be pissed if I built a cue to the exact customers design then they dont want it. I'd have a no return policy on cues that are built to customers specs unless there is a flaw in the workmanship.

That would be like me telling Jim I dont want my cue anymore because I found one that looked better and I'm getting it built instead of buying the one Jim done to my specs.
 
return policy

if for any reason you are unhappy with cue just return for a full refund, i think is a great return policy, and i have had very few cues returned. what bothered me in this situation was he shot with one type of cue and then designed a completely different cue and expected them to hit the same. most people will understand butterfly splice cues and short splice merry widows hit different.
 
desi2960 said:
if for any reason you are unhappy with cue just return for a full refund, i think is a great return policy, and i have had very few cues returned. what bothered me in this situation was he shot with one type of cue and then designed a completely different cue and expected them to hit the same. most people will understand butterfly splice cues and short splice merry widows hit different.
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It IS a great return policy. Same as Jeff Olney's. I'm an occasional reseller and that's the policy that I follow too. But still I sympathize with you. The customer is a little stupid or just inexperienced.

Kudos to you for the stand up policy. Rep to you for honoring it ! In the long run I think you'll be respected and referred because of it. Don't let one jerk sway your good intentions and practices...Tom
 
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