Question about OB customer service.

[HelloBaby-]

Hi all,
I bought a OB+ shaft from Nielsen's Billiards - one of OB's autorized dealer.
I went to OB's website to submit the product registration.
And then..nothing, I mean no e-mail or any sort of confirmation from OB saying that the product registration was completed.
One week later, I sent them an e-mail to ask about my case, and then nothing. it's been a week and I got no reply from them.

Don't tell me that all I have to do for the warranty is submit the infos and it's done. We all know how unreliable internet can be. What if something happens with my shaft and when I ask them about the warranty they tell me that they don't have any infos of my purchase in their database. That can happen, right ? So at least I need a confirmation to have something to show them when needed. I think it's normal for every warranty service.

To be honest I'm surprised about what happened after hearing all the positive feedbacks about OB's customer service.

Btw, the new OB Classic+ plays great :smile:

 

[Baxter]

I've done a warranty exchange with them on my OB2. I didn't register the shaft until I had to to fill out their warranty page. It wasn't a problem at all, and Shane was very helpful. It's odd that you haven't had a reply from them yet, they were pretty on top of it in my case. Never the less, they stand by their product and I wouldn't be worried about the warranty process. If you have an OB shaft bought from an authorized dealer and the carbon fiber pad hasn't been removed, you won't have a problem should a warranty issue arise.

 

[Busboy]

I think when I was gonna warranty I needed too send in the paper work where I got it from ect with the shaft either way all the guys at ob are great and will take care of u

 

[RoadHustler]

Royce Bunnell is a member on here and a amazingly helpfull az member I'm sure if he sees this thread he will help you out. I have never heard a bad word about OB so I wouldn't worry too much.

Sent from my SCH-I605 using Tapatalk

 

[(((Satori)))]

Don Owens posts here too.

They have exceeded my expectations when it comes to taking care of me in the past.

 

[JB Cases]

Instead of immediately making this out to be an example of bad customer service how about using your own realization that the internet doesn't always deliver and give them the benefit of the doubt that perhaps it was a glitch in the net?

So use any of the other ways to communicate with them to ask if they got your information, like email or that old fashioned method called a phone call.

Unlike some people (cough) OB responds to email quickly.

 

[Jerry Forsyth]

You have nothing to worry about with OB. Those guys are so straight-up it would bother them to death if they did not do GREAT customer service. These folks are givers, not takers.

 

[Busboy]

You have nothing to worry about with OB. Those guys are so straight-up it would bother them to death if they did not do GREAT customer service. These folks are givers, not takers.

Very true can't wait too get there new shaft

 

[Ih82luz]

I bought an OB Diablo last year from Ozone Billiards, and within a 2 days of playing the linen began to unravel.

I called OB about getting it repaired and they said to send it back, and it could take up to 3 weeks for it to be returned.

I asked if one of the cue makers/authorized repair companies listed on their website could do the repair, and have them pay for the cost, they said, "No."

I didn't want to wait, and went ahead and had a local guy do the repair ($40).

I called Ozone Billiards, and they took off 10% of the cost to cover my expense. Now THAT is customer service!!

I like the OB cue, but dealing with their Customer Service about this issue didn't sit well with me.

I paid around $600 for the cue. If they list "approved" technicians on THEIR website that can do the repair, Why not compensate the buyer for the manufacturing defect?

I'd highly recommend Ozone Billiards for online purchases. I can't say the same for OB Cues and their customer service.

 

[HelloBaby-]

Instead of immediately making this out to be an example of bad customer service how about using your own realization that the internet doesn't always deliver and give them the benefit of the doubt that perhaps it was a glitch in the net?

So use any of the other ways to communicate with them to ask if they got your information, like email or that old fashioned method called a phone call.

Unlike some people (cough) OB responds to email quickly.

You said they had a bad customer service, I didn't.
All I said was I expected more than that.
I also had a point about the way they handled the product registration. Actually an automatic-generated email saying that they got my registration is good enough.
Anyway, it seems you didn't read my thread before commenting. I did send them an email to ask about that. I patiently waited for one week. It's not like I was acting like a crying baby or a keyboard champion coming here to make a hot topic.
Lastly, I know for sure they have my product registration. I recieved an email from them about the new break cue, that means they already had my contact.

 

[JB Cases]

You said they had a bad customer service, I didn't.
All I said was I expected more than that.
I also had a point about the way they handled the product registration. Actually an automatic-generated email saying that they got my registration is good enough.
Anyway, it seems you didn't read my thread before commenting. I did send them an email to ask about that. I patiently waited for one week. It's not like I was acting like a crying baby or a keyboard champion coming here to make a hot topic.
Lastly, I know for sure they have my product registration. I recieved an email from them about the new break cue, that means they already had my contact.

Sorry I missed the email part.

 

[worktheknight]

I am a OB dealer and would not worry at all about not getting something back right away. I'm sure it would have been nice to have a reply that your email was received of course, but, registering warranty applications is time consuming for them. However, you purchased a product from a very respectful dealer and Joe himself will take care of you and for sure Shane at OB is also class act. In fact, since I know both parties very well and have the highest regards for both, if you have a problem with the shaft you purchased, contact me and I will take care of the contacting and warranty procedure for you. Just keep your receipt from Nielsen's and you will be good. I will check with Shane and PM you direct as I don't believe most companies I register my customers warranties get back to me within a couple of weeks, accept one, Joss Cues are by far the fastest to record and respond their serial #'s for the customer. <---- In my experience anyway's.

 

[shanesinnott]

Hi all,
I bought a OB+ shaft from Nielsen's Billiards - one of OB's autorized dealer.
I went to OB's website to submit the product registration.
And then..nothing, I mean no e-mail or any sort of confirmation from OB saying that the product registration was completed.
One week later, I sent them an e-mail to ask about my case, and then nothing. it's been a week and I got no reply from them.

Don't tell me that all I have to do for the warranty is submit the infos and it's done. We all know how unreliable internet can be. What if something happens with my shaft and when I ask them about the warranty they tell me that they don't have any infos of my purchase in their database. That can happen, right ? So at least I need a confirmation to have something to show them when needed. I think it's normal for every warranty service.

To be honest I'm surprised about what happened after hearing all the positive feedbacks about OB's customer service.

Btw, the new OB Classic+ plays great :smile:

Thanks you for pointing this out and I would like to address it. FYI, we also emailed you this morning. I apologize for the delayed response to your email. We did receive your product registration 1 week ago on 09/02/14 and then you emailed us two days later on Thursday 09/04/14 to ask if we had received it. Normally we respond to emails within one business day (usually the same day) but we have been swamped for the last week with hundreds of emails and phone calls due to the launch of our new OB Rift Break Cue so I apologize that it took 3 business days to respond to you instead of 1.

With that said, we get a lot of emails on a daily basis and I am sure most AZ'ers also do so we felt it unnecessary to compound your emails with yet another automated response. So instead, we decided to have a message generated by the website the moment you hit submit on the product registration to let you know that it was completed. See below:

That screenshot was taken this morning after I submitted a product registration...I wanted to make sure it was working and it is as it is supposed to.

I am sorry again for the delay in getting back with you and I can assure you that if you ever have a warranty issue with your shaft then it will be taken care of for you.

Let me know if you have any questions about this.

 

[RBC]

Well, I was typing out a nice response, but Shane beat me to it.

I see that he's taken good care of you, so I'll leave it at that.

Congrats on the new shaft, and I'm glad that you like it!:smile:


Royce

 

[HelloBaby-]

Thank you for your help. I appreciate it.
This is what I expect from OB .

Btw, some PMed me to ask about the new shaft.
Here is my review of the OB classic plus:
- Far better wood than the old ob classic
- the hit is stiffer
- the feel : slightly less feel than the old classic shaft, but still close to a normal shaft.
It's definitely worth the upgrade.

 

[hang-the-9]

I was going to reply to say that I know their email contacting can be a bit slow, but they got back to you already

BTW, my son got his 2 OB+ shafts last week and is loving them. I'll need to play with his cue a bit and put up a revew of it in the forum.

 

[shanesinnott]

I bought an OB Diablo last year from Ozone Billiards, and within a 2 days of playing the linen began to unravel.

I called OB about getting it repaired and they said to send it back, and it could take up to 3 weeks for it to be returned.

I asked if one of the cue makers/authorized repair companies listed on their website could do the repair, and have them pay for the cost, they said, "No."

I didn't want to wait, and went ahead and had a local guy do the repair ($40).

I called Ozone Billiards, and they took off 10% of the cost to cover my expense. Now THAT is customer service!!

I like the OB cue, but dealing with their Customer Service about this issue didn't sit well with me.

I paid around $600 for the cue. If they list "approved" technicians on THEIR website that can do the repair, Why not compensate the buyer for the manufacturing defect?

I'd highly recommend Ozone Billiards for online purchases. I can't say the same for OB Cues and their customer service.

Thank you for purchasing a Diablo and I am sorry that you had a problem with the wrap, that sucks and it should never have happened.

Our warranty process is very specific and yet also very simple. If you feel like you have a warranty issue with an OB product, you go to the warranty page, print out the product return form, fill it out, wrap it around the item and send it to us. We email you when we receive it to let you know we got it and then we inspect it and either repair or replace the item or we contact you if it requires further discussion or if we have any questions for you.

We do state that it takes 3 weeks for the turn around but it can take less time. We just don't want to tell you 1 week and it take 2 and you are then upset. We would rather tell you 3 weeks and it take 2 weeks and then you are happy. In your case, if the cue was sent to us and the wrap issue was due to us not putting the wrap on correctly then it would have been repaired by us at no charge to you. If someone chooses to not send their item to us and have it repaired locally then that is their choice but we would not be paying for a warranty repair done by a third party without having the opportunity to inspect the product first hand.

I am sorry that you are unhappy with this process but that is the system we have in place and we believe that it works. We do our best to make every customer happy but sometimes it is difficult to please everyone all the time, especially when time is of the essence with respect to a repair timeline.

In your case, I would like to try and make it up to you by sending you a couple of small items at our expense. Please pm me with your details and I will be happy to take care of it for you. Let me know if you have any questions about this.

 

[HelloBaby-]

Dear OB,
I want take on the occasion that you are here to ask you a quesion about the tip.
I'm pretty sure that many customers have the same question as me.
So the new fiber pad is on the 3rd layer of the tip aka there are 2 layers of the tip betwwen the fiber pad and the ferrule.
So how can I keep the fiber pad when i put a new tip on it ?
Well I suppose that I should keep the 3 layers ( the fiber pad and the 2 between it and the ferrule ), shouldn't I ?
But it seems to make the new tip too thick, doesn't it ?
Thanks for your help.

 

[hang-the-9]

Dear OB,
I want take on the occasion that you are here to ask you a quesion about the tip.
I'm pretty sure that many customers have the same question as me.
So the new fiber pad is on the 3rd layer of the tip aka there are 2 layers of the tip betwwen the fiber pad and the ferrule.
So how can I keep the fiber pad when i put a new tip on it ?
Well I suppose that I should keep the 3 layers ( the fiber pad and the 2 between it and the ferrule ), shouldn't I ?
But it seems to make the new tip too thick, doesn't it ?
Thanks for your help.

I'm not from OB, but I'm pretty sure that "fiber pad" you see in the middle of the tip is not the fiber pad that they use to protect the ferrule. Some tips have a colored layer inside them. http://www.tigerproducts.com/store/product.php?productid=16202

 

[RBC]

Dear OB,
I want take on the occasion that you are here to ask you a quesion about the tip.
I'm pretty sure that many customers have the same question as me.
So the new fiber pad is on the 3rd layer of the tip aka there are 2 layers of the tip betwwen the fiber pad and the ferrule.
So how can I keep the fiber pad when i put a new tip on it ?
Well I suppose that I should keep the 3 layers ( the fiber pad and the 2 between it and the ferrule ), shouldn't I ?
But it seems to make the new tip too thick, doesn't it ?
Thanks for your help.

HelloBaby

Thanks for the question! I'll see if I can't clear up any misunderstanding.

Actually, the pad has been replaced with a Carbon Fiber Bridge. The bridge is located under the tip, and is enclosed in the end of the ferrule. So, it cannot be seen from the outside. The red line you see in the tip is actually the wear indicator for the tip.

The new design is actually much stronger, and easier from a maintenance point of view. Since there is no external pad the chance of it being inadvertently removed and not replaced is now gone. Here's a solid model of what it now looks like: