I need to vent

ratcues

ratcues

Theewen Custom Cues
Silver Member
I just got a call from the owner of the cue in this thread. He was upset about the "cheap plastic" I used on the butt cap. I told him it was Delrin, which was consistent with that era of Schon. "Why didn't you spray finish over it?" :rolleyes: "I wanted the cream colored cap." Then, he said the butt cap was too short. I told him it was 1 1/4", consistent with that era of Schon. Then the wrap was too long. I replied that I used HIS forearm and made the butt sleeve consistent with a Schon of that era.

It was a civil conversation and I do not blame him for his concerns. He had in his head what he wanted it to look like and I made it how the cue would have looked originally. I insisted he sent it back so I could install the cream colored Delrin, even though its not right, all at my cost. I am doing what I can to make him happy but it was difficult for me since I was very proud of that cue. I made an unplayable cue something special again. It hurts. :(
 
Beautiful job on the cue! You restored it to (better than) original specs. Customer thought he was getting something else. Rough deal about the miscommunication.
God Love ya and your customer service; it'll come back to you!
 
Rayn, you cant please all the people all the time.
You did your best and offered to do what was right.
You got no bad luck coming from that.
Keep up the good work, Rayn.
 
ratcues said:
I just got a call from the owner of the cue in this thread. He was upset about the "cheap plastic" I used on the butt cap. I told him it was Delrin, which was consistent with that era of Schon. "Why didn't you spray finish over it?" :rolleyes: "I wanted the cream colored cap." Then, he said the butt cap was too short. I told him it was 1 1/4", consistent with that era of Schon. Then the wrap was too long. I replied that I used HIS forearm and made the butt sleeve consistent with a Schon of that era.

It was a civil conversation and I do not blame him for his concerns. He had in his head what he wanted it to look like and I made it how the cue would have looked originally. I insisted he sent it back so I could install the cream colored Delrin, even though its not right, all at my cost. I am doing what I can to make him happy but it was difficult for me since I was very proud of that cue. I made an unplayable cue something special again. It hurts. :(
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Great job on the repair. Some people don"t appreciate what it took to put this cue back together. So it would make me feel better if you would cut those micarta ferrules off and send them to me.That would teach him.;) ;) ;)
 
Ryan, you did an outstanding and very low priced repair (total rebuild) on that cue...very unfortunate the owner doesn't appreciate what he has.

Martin




ratcues said:
I just got a call from the owner of the cue in this thread. He was upset about the "cheap plastic" I used on the butt cap. I told him it was Delrin, which was consistent with that era of Schon. "Why didn't you spray finish over it?" :rolleyes: "I wanted the cream colored cap." Then, he said the butt cap was too short. I told him it was 1 1/4", consistent with that era of Schon. Then the wrap was too long. I replied that I used HIS forearm and made the butt sleeve consistent with a Schon of that era.

It was a civil conversation and I do not blame him for his concerns. He had in his head what he wanted it to look like and I made it how the cue would have looked originally. I insisted he sent it back so I could install the cream colored Delrin, even though its not right, all at my cost. I am doing what I can to make him happy but it was difficult for me since I was very proud of that cue. I made an unplayable cue something special again. It hurts. :(
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People

A dirty old lady asked me if I could spare some change the other day, while I was on my way in to work downtown. I fished out what change I had. I think it was about 85 cents. She then proceeded to call me a MF'er because I didn't give her any paper money. I felt like kicking the change out of her smelly ass hand. She asked for change and she got change. I guess she should have been more specific with her initial request kind of like your guy.

For what it's worth the cue is 100 percent better now and no matter what you change on it, I bet he will never be happy.
 
Ryan, It is good to see that you are passionate about your work. Unfortunatley people have a picture in their mind that isn't always what we see. You do good work. Don't let this repair jade you. I like to take situations like that and hit'em with a stamp..... A flock it stamp. If you do what you can to make this customer happy and I know you will sometimes thats all you can do. Good luck and keep up the good work..

OH ya make ya a stamp....
 
Ryan, I don't blame you for venting. It was one of those situations where there was a conflict between what you, as an expert, knew was "right" and what the customer wanted. And I know it was painful to go back and "correct" work that you were rightfully proud of. On the other hand, for anyone reading this thread, your stock as a cue maker and cue repair guy just went WAY up. You were willing to go the "extra mile" to make the customer happy (though we all know that this particular customer is likely to never be happy no matter what you do). Even though you have never done cue repair for me, I have recommended you several times because of the reputation you have built here on AZ. :smile:
 
One problem I had with the whole conversation was he kept saying comparing this Schon to a Joss or a Bushka. It is a Schon and an old one at that. I think, in his head, he pictured the cream colored Delrin, like on the newer Schon cues.

Maybe the biggest problem was he thought it was a JW and not a Schon. I had a conversation early on in the repair process to talk through what it was and what I was going to do so I believe there was no breakdown in communications and we were on the same page.

Yes, I am passionate about what I do. It is my belief that your cue is a part of who you are and for you to entrust it to me, is an honor. In turn, the work I do is a part of me. Each customer is special. Each cue is special.
 
Ryan, you're of the best. PERIOD!!!
You wouldn't have the job you do if you weren't.

Cue repair at that level is a whole different animal. Cue builders build cues usually just one way using repeated methods. They are quite adapt at building THEIR cues. A highly advanced cue repairman has to have the knowledge of how ALL cues are built so that the needed repair can be done in a manner that will compliment the original builder's methods.

I've often thought that it's like comparing a doctor to a veterinarian. A doctor treats just one species; humans. A vet has to have knowledge of the whole animal spectrum.

Unfortunately, you'll always have the occasional one-in-a-million recipient of a particular repair being unsatisfied with the repair, etc.
It goes with the territory. The good ones (repair techs.) will usually keep the complaints to a minimum because they're good at what they do. But they are still going to happen no matter how good you are.

About a year or two ago I was asked to build a 62" purple heart sneaky for a client in Cali. The client gave a few specifics as to what he wanted, some of which were a 3"+ white linen butt-cap with matching white linen jnt. collars. He also asked that the cue be delivered without finish. Since I was building the cue, I exercised a little artistic license and shortened the butt-cap slightly and installed a burl ring just above the cap with my traditional "KJ" in the burl. I built the cue and was proud of what I'd done. Upon completion, the cue was shipped.
About a week later, the client responded in an outrage. "How dare I put my name on his cue". He stated "that he felt like he had bought a new Cadillac and the dealer had riveted a plaque to the bumper with their name on it". Also, the reason he wanted the cue unfinished was so he could apply the finish himself. The cue was sent back and I gave him the 3+" butt-cap he requested without the burl or my name. I also stripped the 'brushed-on' spar varnish that a furniture refinisher told him to use and re-shot the cue in auto-clear.

Frankly, I hope I never hear from him again as I think I'd take just a little too much pleasure in telling him that he can kiss my little furry white a$$.
 
driving me nuts

did you read my thread in the main forum, driving me nuts,? i agree with you completely, having to deal with people that have limited knowledge sometimes pushes me over the edge. btw i just got my cue back great job on the leather wrap, thank you very much and keep up the good work. chuck
 
Great insight

KJ Cues said:
Ryan, you're of the best. PERIOD!!!
You wouldn't have the job you do if you weren't.

Cue repair at that level is a whole different animal. Cue builders build cues usually just one way using repeated methods. They are quite adept at building THEIR cues. A highly advanced cue repairman has to have the knowledge of how ALL cues are built so that the needed repair can be done in a manner that will compliment the original builder's methods.

I've often thought that it's like comparing a doctor to a veterinarian. A doctor treats just one species; humans. A vet has to have knowledge of the whole animal spectrum.
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Respect.

Ryan should change his user title from "Full Service Cue Repair" to "highly advanced cue repairman," or at least add it to his signature. :)
 
ratcues said:
I just got a call from the owner of the cue in this thread. He was upset about the "cheap plastic" I used on the butt cap. I told him it was Delrin, which was consistent with that era of Schon. "Why didn't you spray finish over it?" :rolleyes: "I wanted the cream colored cap." Then, he said the butt cap was too short. I told him it was 1 1/4", consistent with that era of Schon. Then the wrap was too long. I replied that I used HIS forearm and made the butt sleeve consistent with a Schon of that era.

It was a civil conversation and I do not blame him for his concerns. He had in his head what he wanted it to look like and I made it how the cue would have looked originally. I insisted he sent it back so I could install the cream colored Delrin, even though its not right, all at my cost. I am doing what I can to make him happy but it was difficult for me since I was very proud of that cue. I made an unplayable cue something special again. It hurts. :(
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Even though you undoubtedly did a great service to this cue and did what you felt it needed......it's the one customer that always makes us rethink our way of doing things.
I have no way of knowing what your communication was with the customer prior to starting the project.....but
What situations like this have taught me and what I have found in the past for myself is get everything on paper and make sure both parties have a copy.
Obviously what he wanted and what you felt was right is two different things.
Always easier to replace something he didn't like while in the construction phase also.....I know it is a pain sometimes to take them and load them and send them but also to just send a few pix every now and then will go a long way.....(old adage..."a picture is worth a thousand words".....

You may have done all this......

Had this been done though, and he changed his mind about how he liked the way the cue looked when he got it back... you would of had some ammo to say fine and "it will only cost you X amount to do that" instead of eating all your hard work.
Keep up the fine work.........

<~~~likes the people who say "just do what you think is best" (and I put it in writing and give them a copy)..............
 
ratcues said:
... It is a Schon and an old one at that. I think, in his head, he pictured the cream colored Delrin, like on the newer Schon cues.

Maybe the biggest problem was he thought it was a JW and not a Schon. I had a conversation early on in the repair process to talk through what it was and what I was going to do so I believe there was no breakdown in communications and we were on the same page...
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I would have to agree that you did a lot of work for the money even without the re-do. I would also have to agree with Dave (BarenbruggeCues), and can't stress enough the professionalism exhibited by getting orders in writing. This was an involved repair and required synchronized thoughts between the cue owner and the repairman. Although well intentioned, what we believe is right, the end user must agree with, or there may be problems.

It's times like these that re-center our perspective of our status in this business. We may know what is best, but the customer continues to be right.

Keep up the good work Ryan, but get it in writing.

Gene
 
Sorry to derail this thread, but this will only take a minute.

Mr Barenbrugge,

My dad has one of your cues. He's had it for sometime, acquiring it used. I've always wondered if we are pronouncing your name correctly.

Bear in brew ghee

I hope we aren't slaughtering it too badly.
 
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Well you need to call..

ratcues said:
I just got a call from the owner of the cue in this thread. He was upset about the "cheap plastic" I used on the butt cap. I told him it was Delrin, which was consistent with that era of Schon. "Why didn't you spray finish over it?" :rolleyes: "I wanted the cream colored cap." Then, he said the butt cap was too short. I told him it was 1 1/4", consistent with that era of Schon. Then the wrap was too long. I replied that I used HIS forearm and made the butt sleeve consistent with a Schon of that era.

It was a civil conversation and I do not blame him for his concerns. He had in his head what he wanted it to look like and I made it how the cue would have looked originally. I insisted he sent it back so I could install the cream colored Delrin, even though its not right, all at my cost. I am doing what I can to make him happy but it was difficult for me since I was very proud of that cue. I made an unplayable cue something special again. It hurts. :(
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Well you need to call and thank him....After hearing this story I am going to try you on my next refinish and repair.

I am impressed, and frankly that isnt easy.

Ken
 
I usually have everything in writing. When the customer sends the cue, there is a repair form (link in my sign) that is completed. This repair was different in that he originally thought the cue was a JW, which confuses me since it would also have the white Delrin butt cap. Maybe through my conversation, he picture a cream butt cap, like newer Schons.

It is neither here nor there now. I am waiting for the cue and will reimburse his shipping, replace the butt cap, and ship it back for free. Customer service is second only to my quality of work. Most of my business comes from repeats and referrals so I will do what it takes to keep my customers happy. :thumbup:
 
ratcues said:
I just got a call from the owner of the cue in this thread. He was upset about the "cheap plastic" I used on the butt cap. I told him it was Delrin, which was consistent with that era of Schon. "Why didn't you spray finish over it?" :rolleyes: "I wanted the cream colored cap." Then, he said the butt cap was too short. I told him it was 1 1/4", consistent with that era of Schon. Then the wrap was too long. I replied that I used HIS forearm and made the butt sleeve consistent with a Schon of that era.

It was a civil conversation and I do not blame him for his concerns. He had in his head what he wanted it to look like and I made it how the cue would have looked originally. I insisted he sent it back so I could install the cream colored Delrin, even though its not right, all at my cost. I am doing what I can to make him happy but it was difficult for me since I was very proud of that cue. I made an unplayable cue something special again. It hurts. :(
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Wow Ryan... What a slap in the face !

Well I blame the customer for not being specific about what he exactly wanted to begin with given the "custom" alterations he had in mind... you did the right thing as a true professional cuesmith !

A shame you had to eat the cost of the repairs and that your blood sweat & tears went unappreciated !!!!

It just goes to show you that no matter how sincere you are.. there are those who just don't show any consideration for your efforts !!!


- Eddie Wheat
 
The job was done and the customer did not specify. Maybe you should have told him that you would be more than happy to change everything after he paid for the first work that had been performed and that the additional work would be at your normal repair rates.
 
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