Was I wrong here?

[shades9323]

Yes in two weeks, which to the OP was unacceptable.

If I was the manager of that establishment I would have told him that this is his only option. He could take the loaner or leave the loaner. But he is not getting a new club off the shelf.

[J-Rob]

If I was the manager of that establishment I would have told him that this is his only option. He could take the loaner or leave the loaner. But he is not getting a new club off the shelf.

If I was the manager I would dock the workers pay who scratched up the driver and do whatever it took (within reason) to make the customer happy.

[shades9323]

I said if you find me a V2 Stiff flex 9* used its fine, he couldnt, the only one they had was new.. So i said to him the difference in the price of your used and new club is 50.. just give me the new one..

You keep saying that, but the real difference was way more than $50.

[shades9323]

If I was the manager I would dock the workers pay who scratched up the driver and do whatever it took (within reason) to make the customer happy.

Pulling a brand new club from the shelf to act as a loaner is not "within reason".

[Donnie_Brasco]

If I was the manager of that establishment I would have told him that this is his only option. He could take the loaner or leave the loaner. But he is not getting a new club off the shelf.

had that been his answer, i would have went to my car, grabbed the g10 irons and the 3 tour-w wedges that i also bought from this store in the last month and gladly asked for a refund..

[Elvisliveson]

And to be honest, giving me a loaner, and refinishing their mistake, was not enough, period.. Had he offered a gift card, box of pro v's ect, I would have probably accepted it.. but a loaner which wasnt my club specs and a being without my club for 2 weeks was unacceptable.

It was unacceptable to you. Some people, as evidenced here, would have been more tolerant. You should have not started a thread in the first place asking people if they thought you were wrong if you were so coinvinced that the way you reacted was 100% appropriate. You can't expect everyone to share the same exact opinion in that type of situation; life is not black and white like that.

[Iowa Hawkeye]

In response to the 2 stories being unrelated:
They were different situations, different clubs, but it doesn't change the fact that both parties ended up looking and acting like snobbish asshats.

[J-Rob]

Pulling a brand new club from the shelf to act as a loaner is not "within reason".

Yes it is. Have you seen signs that say "You Break it You Buy It"? Well they messed it up so they bought it. All of this could have been avoided had they done the job properly. Also the new club is not acting as a loaner, the OP is keeping that driver and the shop is keeping the one that they scratched up. It seems fair to me.

[Donnie_Brasco]

Agreed, but this is a golf forum..

And this is a good place to talk golf related stuff as well..

Shouldn't have titled it, "was i wrong"

should have said, man i need to vent..

[shades9323]

had that been his answer, i would have went to my car, grabbed the g10 irons and the 3 tour-w wedges that i also bought from this store in the last month and gladly asked for a refund..

And I would have refered you to our 90 day return policy and issued you a store credit. Whether you sell it or use it is your business.

[shades9323]

Yes it is. Have you seen signs that say "You Break it You Buy It"? Well they messed it up so they bought it. All of this could have been avoided had they done the job properly. Also the new club is not acting as a loaner, the OP is keeping that driver and the shop is keeping the one that they scratched up. It seems fair to me.

The op was going to return the driver. He was going to use it as a loaner. They didn't break anything and they offered to fix it so it was returned in the original condition it came in.

[shades9323]

Agreed, but this is a golf forum..

Different name, same responses!

[Fat Slice]

If I was the manager of that establishment I would have told him that this is his only option. He could take the loaner or leave the loaner. But he is not getting a new club off the shelf.

Do you own your own business? Do you realize the lifetime value of a satisfied customer?

Calloway certainly does, and when they take care of problems that were not even their fault, everyone here lauds them as a great company. From a bottom-line business owner perspective, the issue is *not* what he did or did not deserve, but rather which action would produce the greatest lifetime profit out of the customer. Let's say that by giving him a new driver and having to resell his refinished one when it comes back they end up losing $100. The OP has already established that he buys what seems to be over $500 of clubs a year, all from this same shop. Assuming that they clear even a lousy 20% on his purchases, that's $100 of profit every year. This accommodation, even if it wasn't 'deserved', set them back 1 year in profit from this guy. HOWEVER...what it would have done (if done nicely) would have been to create even MORE good will and a more loyal customer and he would have surely continued buying from that store. Refusing to give him the new driver as compensation (even as a loaner, which is what he asked for) could lose him as a customer. In 5 years alone, that's $500 in profits gone. Giving him the new driver and being a jerk about it...that makes NO sense at all. That's about the stupidest thing the guy could have done. He loses the difference in value on the clubs AND creates ill will with the customer. That's just crazy. Part of customer service is sizing up the customer. This guy was a loyal, big spending customer and it would have been very smart to HAPPILY offer him the new club when he suggested it. Take the perspective on what is best for the store in the long run, and not what is 'right or wrong' and you might see that the store employee made a mistake in this case. As for someone here calling the OP a "douche from LA" - learn to be nice.

[Fat Slice]

And I would have refered you to our 90 day return policy and issued you a store credit. Whether you sell it or use it is your business.

So you would not want to lose the profit on 1 driver by having to sell it as a used/demo club, but you'd be happy to lose the profit on a full set of irons and wedges? Are you making a financial decision or an emotional one?

[zeg]

They offered to make right. They offered to have your club refinished. They also offered to save you some inconvenience by lending you a similar club. Giving you the new one doesn't seem like a customer service "must" to me.

[shades9323]

Do you own your own business? Do you realize the lifetime value of a satisfied customer?

I agree to an extent. That would apply more to a mom and pop shop(who really needs the business). He is doing his buying at a box store. We don't know his buying habits. We don't know how often he buys new clubs. I have been in retail management at a box store type(not in golf). We didn't cater to everybodys whim.

[shades9323]

These discussions make my day go much faster!!

[zeg]

Do you own your own business? Do you realize the lifetime value of a satisfied customer?

Giving in, as they eventually did, is possibly the right strategic move on the part of the store. That has no bearing on whether "he was wrong there" or not. It's not always "right" to hold out for everything you can get. (Not saying the OP did this, just making a point).

IMO, the store's original offer was completely fair, so my answer is yes, I think he demanded too much.