predator policy

[pescadoman]

I am posting this with an open mind, so please tell me if I am wrong.

A friend and customer of mine asked that I do a tip on his Z2, as it came apart. The tip coming apart is the key word here.

It seems fairly obvious that the lamination failed and that the remaining layer cut similar to some crappy LePros I have encountered.

I contacted Predator and went through as many channels as I could, being told NO the entire time.

Bottom line is if I wanted them to replace the tip(ALL I WANTED IS ANOTHER TIP....), I would have to ship the shaft back and wait 2-4 weeks for it's return.

At one point the guy told me "most players have more than one shaft". Well, most players don't that I know of(maybe 30%tops)and certainly not two 250.00 shafts.

All I wanted, and what I thought was fair, was Predator to send out another tip so I could tell my friend the company he spent nearly 300.00 with cared just a bit.

They went on to say that "if it just needs a new tip, then it won't void the warranty. Go ahead and do it". Apparently, my point was completely lost.

I offered these pics, but they said it wouldn't matter. This is their policy. They stated "quality control"....What that has to do with sending out a tip is beyond me.

I then spoke with Tony at Tiger, who agreed to send me out another tip. That really wasn't so hard now.....was it Predator?

 

[KJ Cues]

"The tip coming apart is the key word here."

Randy,
Why didn't you contact Tiger in the first place???
Predator didn't make the tip, Tiger did. It's a Tiger Everest.
How much expense did you incur with your time & ph. calls regarding an item
that isn't covered by Predator warranty anyway?
Tips are considered consumable and a serviceable item.
Why didn't you just replace the tip and be done with it?

It's your thread so it's your story and you can tell it anyway you want to.
I just think your 'rant' may be a little misguided.
At the end of the day, according to your post, Predator did agree to replace
the tip if you were to send the shaft to them. So...where's the beef???
I notice that once you pointed your inquiry in the proper direction, towards
Tiger, the issue started to get resolved.
That wasn't so hard now....was it Randy?

 

[ratcues]

That was cool of Tony to replace the tip for you but I have never heard of any company the will warranty a tip unless it falls off before being played or maybe a short time after.

Good job to Tony at Tiger. Great guy. Great products.

 

[pescadoman]

"The tip coming apart is the key word here."

Randy,
Why didn't you contact Tiger in the first place???
Predator didn't make the tip, Tiger did. It's a Tiger Everest.
How much expense did you incur with your time & ph. calls regarding an item
that isn't covered by Predator warranty anyway?
Tips are considered consumable and a serviceable item.
Why didn't you just replace the tip and be done with it?

It's your thread so it's your story and you can tell it anyway you want to.
I just think your 'rant' may be a little misguided.
At the end of the day, according to your post, Predator did agree to replace
the tip if you were to send the shaft to them. So...where's the beef???
I notice that once you pointed your inquiry in the proper direction, towards
Tiger, the issue started to get resolved.
That wasn't so hard now....was it Randy?

You are right...and wrong. Like I said, I asked with an open mind and expected criticism.

It was NEVER Tiger's problem. When a manufacturer subs out parts and then uses them, it is their responsibility.

As far as tips being considered consumable and all. If I install one and it has a problem, I fix it. Clutches, brake pads, ect...ect, are all consumable, but if they fail due to defect then they are covered.

The issue is why a MAJOR player would balk at sending out a 6.00(I am guessing their cost) tip and insist a player be without his cue for as long as a month? Will players line up and try and rip them off? They contend it is a "quality control issue", yet say it is fine and won't void the warranty if I install another tip.

I HAVE spent more time and effort than I ever imagined, but all I ever wanted was to be able to tell my customer that the company he spent so much money with wanted to be reasonable(IMO).

 

[pescadoman]

That was cool of Tony to replace the tip for you but I have never heard of any company the will warranty a tip unless it falls off before being played or maybe a short time after.

Good job to Tony at Tiger. Great guy. Great products.

I am new at dealing with billiards suppliers, but that is my entire point. The tip most certainly delaminated and Tony, although not his responsibility, is showing good faith by replacing it.

Was I asking too much of Predator?

 

[ratcues]

Was I asking too much of Predator?

I guess I see both sides. It wouldn't take much for them to send out a tip but, as part of a business model, they have to draw a line. Not because players will try to get freebies but because they need a uniform message for their employees. If not, it causes more issues down the road. One guy says yes, the other says no, yet another says "I'm not sure..."

Predator, on balance, has done a pretty good job standing behind their products. So has Tiger. In the end, you got a tip and your customer, I assume, is happy. How you got there may frustrate you but you got the results you wanted.