Mad at TM

[tsbrewers]

This is pretty much just a rant, but I am a little PO'ed at Taylor Made right now.  I bought a TM cart bag a couple years ago, literally just to hold some extra sets I had at the house.   It had only left the house once in the last 2+ years.   I was moving my golf organizer and all the stuff on it last week and when I picked up the bag with one set of (TM) clubs in it the entire bottom just crumbled and the clubs fell through.   I sent an email to TM and never heard a peep back.  Absolutely nothing.   Not really happy about spending $150 on a bag, keeping it 99.9% of the time in a nice cool dark spot, and literally having it crumble under the weight of 14 golf clubs.  Then not even a "sorry" email from them.

Anyway, I have purchased virtually nothing but TM clubs for the last 25 years and this is how they treat their customers.   I guess I will be looking for a different set very soon.

Ok, Rant off.  Thanks for listening.

Brew

[iacas]

So, what's to say the bottom didn't rot out because you kept it in a cool, dark (possibly damp) place?

[tsbrewers]

Well, it was in a spare bedroom on the main floor of my house.   Sitting on a metal golf rack along with 4 or 5 other bags that are perfectly fine.   my point was, the bag was not sitting out side in the sun, or in a cold garage, or anything like that.  If the bag is going to fall apart in the location it was at, then the bag is junk.  Plain and simple.

[tsbrewers]

Guess mine isn't the only one,

http://forums.golf-monthly.co.uk/showthread.php?22800-Durable-Golf-Bags-Taylormade-Brittle-Plastic-Bottom-Cracked-Open

[Tomboys]

Originally Posted by tsbrewers

This is pretty much just a rant, but I am a little PO'ed at Taylor Made right now.  I bought a TM cart bag a couple years ago, literally just to hold some extra sets I had at the house.   It had only left the house once in the last 2+ years.   I was moving my golf organizer and all the stuff on it last week and when I picked up the bag with one set of (TM) clubs in it the entire bottom just crumbled and the clubs fell through.   I sent an email to TM and never heard a peep back.  Absolutely nothing.   Not really happy about spending $150 on a bag, keeping it 99.9% of the time in a nice cool dark spot, and literally having it crumble under the weight of 14 golf clubs.  Then not even a "sorry" email from them.

Anyway, I have purchased virtually nothing but TM clubs for the last 25 years and this is how they treat their customers.   I guess I will be looking for a different set very soon.

Ok, Rant off.  Thanks for listening.

Brew

While I feel your pain, emails get lost, servers glitch, people overlook them and/or delete them unintentionally, etc.--basically, sh*t happens.  However, that doesn't mean they're blowing you off.  IME, I tend to get the best results when I pick up the phone and speak to someone directly.  I've had some issues over the years with stuff from Titleist and each time I called, they were very polite and promptly addressed and resolved whatever issue I had to my satisfaction.

In one instance, I lost a pull-tab (zipper extender) on my mini staff bag.  The newer version had different style tabs and when I called them to ask where I could get a replacement for the older bag, nobody knew.  However, they got a manager involved and she called all their vendors to see if they had any of the older style ones laying around.  Within a week, she called back to say that she couldn't find any of the ones that came with my bag.  However, she was able to find enough new ones so that I could change out all my tabs so that they matched.  I thanked her and asked how to pay for them.  She told me there was no-charge and promptly mailed them out to me.

While the above instance may have been the exception to the rule, I'd find it hard to believe that TM--being one of the more prolific and long-standing equipment manufacturers in the industry, would operate with vastly (inferior) customer service protocols than Titleist.

[Spyder]

Also, not to say that the OP was not "polite" on the phone - but I am the Director of Customer Support and Sales for the company that I work for. It is very common to receive emails that are way overboard and ridden with foul language, threats, insults, etc.

One thing to remember is that kindness will trump your sense of entitlement. If you need or want something done, try to be more understanding and patient. Be humble and polite. I will always go above and beyond to assist any customer, regardless of their attitude - however, I will be more willing to expedite the request and personally see it through if I pick up the phone to a polite "Hello, I'm having an issue and I really hope you can help me out" - as opposed to "Listen you son of a bastard, this is what you're going to do for me...".

Again, this is not directed at the OP - just a common sense lesson in etiquette.

[Motley01]

You had it for 2 years, and it broke, and you're complaining why? What is the warranty time frame?

2 years is quite a long time, you can't expect TM to take care of you, because they have no idea what you did with it for 2 years.

For all they know, you dipped it in sulfuric acid, and now want a new one.

You have no case, go buy a new cart bother.

[robrey85]

I don't think you oughta stop buying TM just because you only sent an "email" and they didn't respond. I think you should at least call em, state your case and make plenty enough attempts before you write them off. You know as well as I do that they are a great company with great product. Sending 1 email and writing them off, is not the way to do it.