Experience With Cleveland Customer Service

[EquipmentJunkie]

**The title should read: Experience With Cleveland Customer Service** Sorry folks.

The driver in my signature line is officially a B/O. I went with the pops tot he driving range tonight and decided to take out the big stick for a few shots. On the first shot it felt odd, it twisted at impact and made an abnormal sound...very ringing, to the point my ears hurt. (The shot was none to pleasant either) Thinking it was a mis-hit I went for it again, it twisted even worse on impact this time and felt almost loose. I looked at the club and noticed a .25 square inch dent on the heel about .75" below the hosel. I have not yet contact CG as they are closed but I will be sure to call them in the morning. I'm not expecting a lot to be honest as I recently reshafted the club about one month ago and I know they may fault me for that and void the warranty. Any advice/experience? Thanks

PS

If they are not helpful does anyone know where I could purchase an XLS head only? I would like to keep the shaft I'm currently playing. If I have to buy a completely new driver I will probably just buy a 909.

[EquipmentJunkie]

First off thanks to whoever changed the title, I'm guessing Erik. Second I called the Cleveland this morning, (one of the few companies that does not have a general customer service email correspondence on the website). To put it frankly I was not encouraged. The manufacturer basically stated that they will not/do not deal with the consumer directly. I would have to go to a Srixon/Cleveland authorized dealer and ask them to contact Cleveland via their dealer account and pay/have them return the club to Cleveland. Cleveland will then assess the club and let the dealer know whether or not they will cover the club. The dealer would then contact me. I was also told that since I did a shaft change, it is likely the club would be covered. They would also not give me a time frame. At this point I'm looking at just pulling the shaft and getting a head off a ebay unless anyone has any other suggestions.

[Stacey_E]

I'm gonna watch this thread to see what happens. It might determine whether I add additional Cleveland clubs to my bag. This is even more true given the great things I've heard about Callaway customer service.

[EquipmentJunkie]

I'm gonna watch this thread to see what happens. It might determine whether I add additional Cleveland clubs to my bag. This is even more true given the great things I've heard about Callaway customer service.

They are not going to deal with me directly, they point blank told me that. The guy at customer service kept asking whether my XLS was a Srixon or a Cleveland club....seems like he did not know the product well. I have to go to a retailer and ask them to contact Cleveland and report a claim for me through their vendor account. That would be fine if I bought the club retail from a storefront but I did not, this was a ebay purchase. Luckily for me my best friend is a Golfsmith assistant manager who happens to be good friends with a Cleveland rep, I would be S.O.L. I am getting a new driver but only because of my connections, the trouble I would have to go through on my own would not have been worth it.....I would have just bought a new Driver. I love Cleveland golf products and I will continue to play the equipment I have, but I was sorely upset at how I was treated. With my lessons and my swing change I'm due for some new irons in the summer, and they probably wouldn't have been CG's but now I know they won't be.

...I'm not one of those guys who is super brand loyal, the only reason I have all/most CG stuff and get to try out all their new stuff so quickly is because I have an older cousin who plays for a certain college team and gets free/discounted stuff so I've made it work.

[Surefire]

I know this isn't amazing customer service, but I wouldn't have expected them to do much for a second hand club that has been reshafted.

Was this the first ever time you used the club since you bought it? Even if you do get the problem resolved through your contacts, you might want to contact the ebay seller about the club.

I wouldn't let it put you off the wedges, they are nice clubs, and if purchased new from a retailer, you won't have the same problems.

[EquipmentJunkie]

I know this isn't amazing customer service, but I wouldn't have expected them to do much for a second hand club that has been reshafted.

I was not used it was purchased new from an etailer through their ebay store. The cleveland website says they cover new purchases through auction sites. They also cover minor and normal modifications such as grip and shaft change. I have my facts and bases covered, I'm not new to this.

Was this the first ever time you used the club since you bought it?

No

Even if you do get the problem resolved through your contacts, you might want to contact the ebay seller about the club.

Not sure what they could do about it, not really worth my time.

I wouldn't let it put you off the wedges, they are nice clubs, and if purchased new from a retailer, you won't have the same problems.

My entire line-up minus the driver was direct from the manufacturer, please don't assume...it's one of my pet peeves. I don't make excuses or complain often and before I do so I cover my bases.

[Surefire]

I was not used it was purchased new from an etailer through their ebay store. The cleveland website says they cover new purchases through auction sites. They also cover minor and normal modifications such as grip and shaft change. I have my facts and bases covered, I'm not new to this.

If the retailer was an authorized dealer, you should have the same comeback you would have at a retail store. However most golf companies don't permit authorized retailers to sell on auction sites, so if this is the case the club would be considered second hand.

My entire line-up minus the driver was direct from the manufacturer, please don't assume...it's one of my pet peeves. I don't make excuses or complain often and before I do so I cover my bases.

Great, so with these you would have no issues if anything went wrong.

I am sorry if my previous assumptions annoyed you. That was not my goal I was actually trying to get an idea of the situation.