my "custom" cue made wrong

[macguy]

When I was making custom cases I would typically start with a sheet of paper that had the most common elements and then flip it over to the blank side and let the ideas flow from the customer to the paper. Then I would ask the customer for some artistic license to interpret their desires and imprint my own style on the piece.

This worked fairly well and I miss the joy of getting the surprised expression when they first saw the case and it was better than what they had imagined.

Even though I wrote down the information I still screwed up on the first case I embroidered for someone else. I spelled the guy's name Bassani when it it Bassini. So I learned to be very careful with the details.

My advice is to send the cue back. Let them know that it is beautiful but not what you had in mind. Take some time and write down what you want exactly. Ask them to call you to discuss it when they get the cue back. Ask them to fax you the sheet of notes after the conversation to make sure you are on the same page. Then sit back and wait for the cue. 12 weeks more is not the end of the world when you are getting something that says you. I bet the cuemaker will be happy to have the chance to have a customer who will brag about the one that is right rather than talk about the one that was done wrong - no matter how good a cue it is. You will probably end up with a better cue the second time.

One thing to remember is that once you place the order you need to let it go. While it is possible to change things in-process it is a PAIN IN THE ASS if certain steps have been taken. You need to be sure that you can just sit on your hands and let the cuemaker do his thing.

John

I think the one thing that has been lost in this thread is that. Not only is the cue maker not some charlatan, but does very nice work, is taking full responsibility for this mistake and bending over backwards to resolve the problem. Those that want his name put on here so they can attack him and never do business with him are completely wrong. He sounds exactly like the kind of person I like to do business with. The guy to avoid it the one who never returns calls, ducks emails and takes no responsibility there are enough people around like that. This cue maker sounds very reputable if you look at it in the proper perspective. He even delivered the cue on time, wrong but on time. I know cue makers who you can't take anything they say as gospel when it comes o delivery time.. This guy sounds like not only a hell of a cue maker, but honest. .

 

[bruin70]

No possibility it was just a mistake? After all the buyer didn't even send him the specs in writing and made changes over the phone, there can easily be a misunderstanding. It is a bad business practice to just take orders over the phone anyway. It can be the initial contact but the order should be followed up in writing and today with email that can be done in an instant. Also,

Quote
"During the past 3 months, I spoke with the cuemaker about 3-4 times (I had decided to add a couple inlays in the butt and have the shaft turned down)"

Customers order a cue and then proceed to change the order a dozen times before they get the cue. After a while I wonder if they have any idea what they ordered and will swear they never said this or that later. To be honest, most name cue makers will sell every cue they will ever build. Why they even take custom orders is beyond me, they can be nothing but headaches most of the time. They are the artist, they should make cues of their own designs and just offer them up for sale. No referring to this poster or you for that matter, but a lot of these guys ordering cues can be really nuts and you are so sorry you said yes to building them a cue. Listen to yourself, you want to kill the guy because of a mistake in a cue. The cue maker offered to replace the cue and I am sure would even give him a break on the price for the inconvenience or a refund. What more do you want him to do, An easily resolvable mistake was made, so what. Take a reality check Just My Opinion.

there's no such thing as "just a mistake",,,or a "misunderstanding" or a miscommunication error when the customer asks for 5 points of ivorine and gets 4 points of holly instead.

 

[macguy]

there's no such thing as "just a mistake",,,or a "misunderstanding" or a miscommunication error when the customer asks for 5 points of ivorine and gets 4 points of holly instead.

My guess is they discussed many things and possibilities regarding the cue. Four points, five points six points high and low. Who knows what, we weren't there and are only taking the word of the original poster and his memories of what took place. Either way it was not done on purpose and is easily resolved. No need to even be angry just what do we do now to straighten it out and the cue maker has offered fair resolutions. No need to bad mouth him or condemn him, he sounds like a jam up cue maker.

 

[pbat2751]

The bottom line is every business makes mistakes. Its how they handle them that makes the difference between future business and the loss of business.

I'll be more impressed with an "went above and beyond to make things right" to "I just returned it and got my $ back"

one will get my business one will not.

You cannot look at mistakes as the cost of doing business, they are an opportunity show a customer (and his/her friends) who and what you really are.

This is where a reputation is earned.