Mcdermott does not honor warranty

J510

J510

AzB Silver Member
Silver Member
I recently sent my D21 back to Mcdermott for "free" service and a small warranty repair. The collar on the shaft had started to peel. Mcdermott said that it was due to "climate change". I'm still not sure what that means. I have owned this since new, over 20 years, and have stored it in a hard case in my home along with a 20 year old Schon and a 25 Year old Meucci. Both the Schon and Meucci look new and have never been refinished. The Mcdermott was refinished about 10 years ago by Mcdermott and a new shaft was put on which cost me around $300. I almost bought a new Mcdermott a few weeks ago but luckily I decided on a custom made Schon that should be in my hands by the end of the day. I'm basically just venting but has anyone heard of this excuse to deny a warranty claim? I take excellent care of everything I own and do not understand how I could have stored this cue any better. Any advice on how to handle this situation would be greatly appreciated. Thanks
 
Phone them and have it explained to you. There's no harm in asking for clarification.
 
Ghosst said:
Phone them and have it explained to you. There's no harm in asking for clarification.
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I spoke with them 3 times. Their response was "well, you live in New York". Does that mean the warranty is not valid in New York?
 
There must have been more to their response than your ZIP code. I've always found McDermott to be a great company to work with.
 
McDermott has the best warranty out of any other production cue maker. Back when your cue was made, I don't know if there was a lifetime warranty.

The lifetime warranty might of came out later than that.
The clear coat does come off around the shaft collars on some McDermotts.

Still...Jaymie is great to work with!
 
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poolguy4u said:
McDermott has the best warranty out of any other production cue maker. Back when your cue was made, I don't know if there was a lifetime warranty.

The lifetime warranty might of came out later than that.
The clear coat does come off around the shaft collars on McDermotts.

Still...Jamie is great to work with!
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There was a lifetime warranty but it did not include warpage. My complaint has nothing to do with warpage, it's simply that the clear on the collar has a bubble in it. If this had been explained before I sent it to them I would have saved $40 in shipping.
 
Ask to speak to Jayme's supervisor. He has honored warranty repair on two sticks for me and turned down warranty on one. I sent photos of the turned down stick in an email to ask before I shipped it. He said the finish on the composite Balicini could not be refinished so I was out of luck.
 
I have 2 D19s I have been playing with off and on for more years than I can recall... I have about 8 shafts between the 2 of them and I don't think any of them avoided having finish issues with the collars...... Chalk it up to it being the material of the collar or finish used but since the cues never had any issue I have always just dealt with them popping and flaking or had a local guy refinish the collar using mandrels so the stick was left untouched..
 
Let's just say I have had very similar problems with them, but with a very obvious manufacture defect with the joint/collar coming loose, but that was not their fault and was rudely told by some lady over the phone that if I wanted it fixed I had to send it in and then they would look at it closer and if it was not their defect I would have to spend another 20 some dollars to have it sent back.
 
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Just thought I'd update this thread. Jayme at Mcdermott contacted me and offered to honor the warranty and refinish my cue at no charge as long as I purchased a new shaft. I opted for the I2 with a matching collar and also went with a leather wrap. I will hopefully have the cue back soon and I will let everyone know how it turned out.
 
Your cue will come back like a new one. :thumbup:

Best production cue company to work with!:thumbup:

The McDermott warranty does not cover replaceable items such as tip, finish, and wrap.

I would think your cue has a problem with finish which is not covered by the warranty.
 
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J510 said:
Just thought I'd update this thread. Jayme at Mcdermott contacted me and offered to honor the warranty and refinish my cue at no charge as long as I purchased a new shaft. I opted for the I2 with a matching collar and also went with a leather wrap. I will hopefully have the cue back soon and I will let everyone know how it turned out.
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So you had to spend more money to get the warranty honored ??
Well that kinda puts a sour taste in my mouth, especially since I plan on sending in my g-core shaft for a tip replacement and conditioning :frown:
 
mistamikel said:
So you had to spend more money to get the warranty honored ??
Well that kinda puts a sour taste in my mouth, especially since I plan on sending in my g-core shaft for a tip replacement and conditioning :frown:
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Yeah, that is seriously weak. That is worse then just saying "no we wont honor the warranty" IMO. At least in the refusal state they can be thought not to be at fault, when they say they "will honor the warranty but you gotta buy something else from us" that just smacks of extortion to get what you already should rightfully be getting. Brutal customer service IMO.
 
If you want to know exactly when this warrenty started contact Rockin-Robin. Robin Adair he knows more about Mcdermott than anyone.He was their first salesman
 
bankinbob said:
If you want to know exactly when this warrenty started contact Rockin-Robin. Robin Adair he knows more about Mcdermott than anyone.He was their first salesman
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I pioneered the sale of the first McDermott cues in Germany way back in the early 80's, there was no lifetime warranty offered on the C series at that time that I was aware of...and I sold A LOT of cues as there were NO two piece cues being sold in Europe at the time. But, you're right Robin would know for sure;)

Glen
 
mistamikel said:
So you had to spend more money to get the warranty honored ??
Well that kinda puts a sour taste in my mouth, especially since I plan on sending in my g-core shaft for a tip replacement and conditioning :frown:
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You aren't going to have a problem.

:cool:
 
J510 said:
I recently sent my D21 back to Mcdermott for "free" service and a small warranty repair. The collar on the shaft had started to peel. Mcdermott said that it was due to "climate change". I'm still not sure what that means. I have owned this since new, over 20 years, and have stored it in a hard case in my home along with a 20 year old Schon and a 25 Year old Meucci. Both the Schon and Meucci look new and have never been refinished. The Mcdermott was refinished about 10 years ago by Mcdermott and a new shaft was put on which cost me around $300. I almost bought a new Mcdermott a few weeks ago but luckily I decided on a custom made Schon that should be in my hands by the end of the day. I'm basically just venting but has anyone heard of this excuse to deny a warranty claim? I take excellent care of everything I own and do not understand how I could have stored this cue any better. Any advice on how to handle this situation would be greatly appreciated. Thanks
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What was the warranty on the refinish? I don't believe that McDermott offered a lifetime warranty on repair work (a refinish would be considered a repair). What kind of a deal did he give you on the shaft? I love my I-2 shafts.

:cool:
 
My only experience with McDermott is with their Maintenance Program for the I-series shafts. I have several and when the tips get down I send them to Jayme who manages their shop. They come back clean with brand new Moori tips on them for around $21.00 which covers shipping and handling. They are tops in my book.
 
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