What do you do here?

S

shakes

AzB Silver Member
Silver Member
Need some advice...

I have a booth in a pool room where I perform most of my repair work. A customer of mine came up to me and said a Kamui clear I put on popped off his cue while shooting. This is not a usual occurrence for me and I always stand behind what I do.

When he gave me the shaft, I noticed some scratches on the end of the ferrule that I brushed off as something in the interim between the tip popping off and him getting the shaft in his case. Then he gave me the tip and I noticed identical scratches like someone attempting to pop the tip off his cue. He isn't expecting a new tip and he's not really a gambler so I don't see why someone would want to sabotage his cue on purpose, am I missing something?

Pics attached, hopefully it's clear enough to see.

So normally if my customer isn't completely satisfied I take care of any issues. Any tips that I install I trim any mushrooming for free, etc. What would you guys do in this situation?
 

Attachments

  • 20150130_180632.jpg
    20150130_180632.jpg
    95.9 KB · Views: 889
  • 20150130_180544.jpg
    20150130_180544.jpg
    87 KB · Views: 806
shakes said:
Need some advice...

I have a booth in a pool room where I perform most of my repair work. A customer of mine came up to me and said a Kamui clear I put on popped off his cue while shooting. This is not a usual occurrence for me and I always stand behind what I do.

When he gave me the shaft, I noticed some scratches on the end of the ferrule that I brushed off as something in the interim between the tip popping off and him getting the shaft in his case. Then he gave me the tip and I noticed identical scratches like someone attempting to pop the tip off his cue. He isn't expecting a new tip and he's not really a gambler so I don't see why someone would want to sabotage his cue on purpose, am I missing something?

Pics attached, hopefully it's clear enough to see.

So normally if my customer isn't completely satisfied I take care of any issues. Any tips that I install I trim any mushrooming for free, etc. What would you guys do in this situation?
Click to expand...

First off, chuck the cue up correctly. Lathes get too much tool pushout when 3x diameter is out past the jaws. Second I would show the customer both the ferrule and tip and politely grill him as to why they're damaged. Then tell him the only option is the slightly take the ferrule top down to remove the damage. And the same for the tip. Tell him he owes you because there was extra work besides a simple sanding prep. Install tip again. Writing down and saving the picture for future reference when he has it happen again or needs a new tip.
 
shakes said:
Need some advice...

I have a booth in a pool room where I perform most of my repair work. A customer of mine came up to me and said a Kamui clear I put on popped off his cue while shooting. This is not a usual occurrence for me and I always stand behind what I do.

When he gave me the shaft, I noticed some scratches on the end of the ferrule that I brushed off as something in the interim between the tip popping off and him getting the shaft in his case. Then he gave me the tip and I noticed identical scratches like someone attempting to pop the tip off his cue. He isn't expecting a new tip and he's not really a gambler so I don't see why someone would want to sabotage his cue on purpose, am I missing something?

Pics attached, hopefully it's clear enough to see.

So normally if my customer isn't completely satisfied I take care of any issues. Any tips that I install I trim any mushrooming for free, etc. What would you guys do in this situation?
Click to expand...

You should have no trouble lining it up exactly where it came off - you've got three great witness marks to guide you. So it costs you a couple drops of glue and ten minutes. of your time.

If I had to guess I would say maybe the tip was trying to come off on one edge, and a little extra effort was put in to get it completely free. As for the "popped off" story, it's probably rare to get the entire real story anytime someone is seeking to redeem a warranty on anything. Chalk it up to the cost of doing business meets human nature.

TW
 
  • Like
Reactions: JC
Thomas Wayne said:


You should have no trouble lining it up exactly where it came off - you've got three great witness marks to guide you. So it costs you a couple drops of glue and ten minutes. of your time.

If I had to guess I would say maybe the tip was trying to come off on one edge, and a little extra effort was put in to get it completely free. As for the "popped off" story, it's probably rare to get the entire real story anytime someone is seeking to redeem a warranty on anything. Chalk it up to the cost of doing business meets human nature.

TW
Click to expand...

I agree 1,000%.

Dick
 
401 im sure works :thumbup:, and im sure tomorrow there will be something better , is that a fiber pad with clear combo? and i looks like not faced properly
 
pescadoman said:
I've switched to 401..It's WICKED!
Click to expand...



Randy

Yes, 401 is a great adhesive. It's actually a commercial grade product. Which really is different than the typical retail packaged products.


The Loctite Professional is very good as well. We've used it for years with great success. The thing I like most about it is that it's always fresh. We buy it from the local Home Depot because they go through it pretty fast and I know it's very fresh.


Royce
 
shakes said:
Need some advice...

I have a booth in a pool room where I perform most of my repair work. A customer of mine came up to me and said a Kamui clear I put on popped off his cue while shooting. This is not a usual occurrence for me and I always stand behind what I do.

When he gave me the shaft, I noticed some scratches on the end of the ferrule that I brushed off as something in the interim between the tip popping off and him getting the shaft in his case. Then he gave me the tip and I noticed identical scratches like someone attempting to pop the tip off his cue. He isn't expecting a new tip and he's not really a gambler so I don't see why someone would want to sabotage his cue on purpose, am I missing something?

Pics attached, hopefully it's clear enough to see.

So normally if my customer isn't completely satisfied I take care of any issues. Any tips that I install I trim any mushrooming for free, etc. What would you guys do in this situation?
Click to expand...
Just put the tip back on without any confrontation. It looks like it may have come loose and he stuck something under the loose edge and pried it off the rest of the way. You could ask him if that is what he did.
I never argue with people I just mark them off my list and never do anything fro them again if I don't like them.
 
Regardless of why the tip came off it should be replaced if you can not glue it back on properly.
I would not even bother to ask any questions.

Do you pre-glue your tips?
In other words apply a bit of thin super glue to the glue side of the tip and let it set so the tip does not absorb (wick) away the glue you use to attach the tip.

Willee
 
Thank you all for your responses. I'll attempt to stress each suggestion/question individually.

I have no desire to confront any of my customers even if I know they are trying to deceive me. I'll just politely refuse their business. I put the tip back on for him and he was happy, I just wanted to make sure I was seeing what I thought I was seeing which was someone attempted to pry it off. I don't think he would have done this, but there is always the possibility as done of you suggested.

Again, thank you all for your time.

~ Marc Lomas
 
Hits 'em Hard said:
First off, chuck the cue up correctly. Lathes get too much tool pushout when 3x diameter is out past the jaws. Second I would show the customer both the ferrule and tip and politely grill him as to why they're damaged. Then tell him the only option is the slightly take the ferrule top down to remove the damage. And the same for the tip. Tell him he owes you because there was extra work besides a simple sanding prep. Install tip again. Writing down and saving the picture for future reference when he has it happen again or needs a new tip.
Click to expand...

I didn't know this about the 3x diameter. Thank you for the info. Normally I chuck up right behind the ferrule so I can clean it before I install the tip, but I was more concerned with just getting the picture here.

I did show the customer the marks as soon as I saw them, and discussed it with him before I did anything to it. I did not charge him as I can't say it was him that did the damage and I would rather have him come back because of my service, and if it was coming loose, bring it to me in the first place and let me fix the issue.
 
Thomas Wayne said:


You should have no trouble lining it up exactly where it came off - you've got three great witness marks to guide you. So it costs you a couple drops of glue and ten minutes. of your time.

If I had to guess I would say maybe the tip was trying to come off on one edge, and a little extra effort was put in to get it completely free. As for the "popped off" story, it's probably rare to get the entire real story anytime someone is seeking to redeem a warranty on anything. Chalk it up to the cost of doing business meets human nature.

TW
Click to expand...

This is what I did in the end. I worked in IT for 15 years and I never had a customer tell me what really happened. I should have considered that in this situation as well. Thank you.
 
WilleeCue said:
Regardless of why the tip came off it should be replaced if you can not glue it back on properly.
I would not even bother to ask any questions.

Do you pre-glue your tips?
In other words apply a bit of thin super glue to the glue side of the tip and let it set so the tip does not absorb (wick) away the glue you use to attach the tip.

Willee
Click to expand...

The "Searing method". Yes, I do that with all of the leather and the phenolic tips. In the case of the clear acrylics I do not use this method. I don't see the possibility of wicking there.
 
shakes said:
The "Searing method". Yes, I do that with all of the leather and the phenolic tips. In the case of the clear acrylics I do not use this method. I don't see the possibility of wicking there.
Click to expand...

Kamui even states that there is no reason to pre-glue the clears. I have not had any pop off - knock on wood!
Gary
 
shakes said:
Need some advice...

I have a booth in a pool room where I perform most of my repair work. A customer of mine came up to me and said a Kamui clear I put on popped off his cue while shooting. This is not a usual occurrence for me and I always stand behind what I do.

When he gave me the shaft, I noticed some scratches on the end of the ferrule that I brushed off as something in the interim between the tip popping off and him getting the shaft in his case. Then he gave me the tip and I noticed identical scratches like someone attempting to pop the tip off his cue. He isn't expecting a new tip and he's not really a gambler so I don't see why someone would want to sabotage his cue on purpose, am I missing something?

Pics attached, hopefully it's clear enough to see.

So normally if my customer isn't completely satisfied I take care of any issues. Any tips that I install I trim any mushrooming for free, etc. What would you guys do in this situation?
Click to expand...

To me it looks like the marks where there and the glue filled the marks and your seeing the negative of the impressions. But that just may be cause of it being a picture. As far as how to approach it, don't. There is no reason to approach it. Lets say the tip was coming off and someone did pry it off. It shouldn't have been coming off in the first place. Now lets assume it wasn't coming off and someone tried cutting off the guys tip to be mean. Then be the nice guy and fix it for him it wasn't his fault. But honestly I doubt that the case as clean as it came off. I have cut of tip after tip after tip and i have never got one to come off clean, ever, unless it wasn't on right to begin with. If bonded correctly it is hard as hell to get off, and you would see a tooling mark on the side of the tip and ferule. This tip either popped off on its own or was already coming off and was finished up with a little help. Either way, your fault, fix it apologize and you will have a happy customer that will advertise for you.

As far as having a black layer on back of clear, that should have been sanded off when you "buffed" it before install. Kind of like when the regular ones have the word "glue" printed on it you are supposed to buff it with 400 until the word is gone.
 
Last edited:
You must log in or register to reply here.
Back
Top