Hoppy rail help

DOH! :eek:

Can you tell me how you know? Also maybe give me the dimensions so I can measure the slate while I have the rails off? Please.

I just measured the outside dimensions of my slate it is 53"x99" with no rails on it.
 
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I have the play areas memorized but not the overall dimensions,maybe someone else knows or can do a search for you.I can tell because they moved them in towards the play area in line with the original ones. approx 1 in on the side rails and approx. 2 in on the end rails. Can you take an overhead pic of the corner pocket / shelf area?
 
well, I assume the rails match the table so somehow the slate isn't right. The slate is never labled and can easily get mixed up.
 
It appears so. When they installed everything it went together just fine. Until they went to attach the bolts from the underside of the table thru the slate into the bottom of the rails. Then they were like, "oppps...something isn't right....no problem we will just drill new holes and it will be fine."

Except for the jumping ball thing, and the fact that my rails don't sit flush against the slate now. I guess it is apparently ok to redesign the table in the field with this particular dealer. I think im starting to get upset. :mad:

Thanks for the help on your end though. :)
 
Your welcome, I cant see the dealer not fixing this problem for you. Lets let them figure it out for us. Let us know when they do.
 
Well so far I have sent two emails direct to the manufacturer first on the 18th and another one yesterday expressing my concerns and explaining what is going on with my table. So far they have gone unanswered. :confused:

This morning I called the local retailer where it was purchased to express my extreme displeasure with my rails. The guy I wanted to speak to was unavailble, so I left a message for the manager to call me.

I then explained the situation to the guy on the phone and he kinda shrugged it off and indicated that things like that happen. :eek:

So no satisfaction thus far. :mad:
 
Still no response from the manufacturer!

I also have had no luck speaking with anyone in authority from the local dealer.

I know there has been a holiday in my time frame, but come on...over a week to return a call or respond to an email.
 
Load that bad-boy on a truck and dump it on their doorstep! Just kidding!

They certainly need to respond to your concerns and I think they should replace the rails with the correct ones or replace the whole damn table. This is just unacceptable. I hope you are able to get this resolved in your favor easily....
 
This is a very costly mistake, it could cost them anywhere between 100$- 1000$ to straighten this out. One thing for sure , nobody wants to give money back and it may take a while for them to fix it. This is gonna crush any profit made on the table, so their going to be in no big hurry to fix it. Keep sending the emails and calling them.
 
your right about that profit part. They should replace the rails, and if they have the wrong size slate then it is going to be a costly repair. I know how sluggish some dealers can be in this situation having worked in both the installation and sales side of the billiard world. Keep on them until this is resolved. I would go into the place where you bought it personally and hound the gm or owner untill they get there butts out there and fix this to your satisfaction
 
Made some progress, finally got to talk with the owner/gm of the local store. He is calling the factory to get me new rails. May take a week or so for them to arrive.

I was never able to connect with anyone at the head office, they never responded to a single email. Little upset about that.

Will let you know how it turns out.
 
Hit a stand still again...no contact or phone calls being returned. :mad:

Feel like I am banging my head into a wall.:eek:

I have to say that dealing with Steepleton's Billards has personally been MY worst customer service/product experience thus far in life.

Maybe call the BBB of Kentucky?
 
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I think it is time for a letter from your lawyer. Make sure you document all the contacts you have made to them and their response of lack thereof. Keep us informed--this is upsetting.
 
I have checked Steepleton's web page and this is their statement on customer service. Also is this the same number you called and did not receive a response?


We Care About Our Customers…

“Purchasing a billiard table from Steepleton was a great experience, from sale to delivery. I was always treated with courtesy and respect.”

“Our salesman was incredibly accommodating and a pleasure to deal with. He met every commitment, answered every question, and did his utmost to see that our expectations were met. Our experience with Steepleton couldn’t have been better. You have knowledgeable people selling and servicing terrific products.”

Steepleton
927 East Broadway
Louisville, KY 40204
502-585-2396 (Phone)
502-584-3992 (Fax)
billiard@steepleton.com


Let us know how it turns out,

Tennessee Joe
 
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