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View Full Version : TW Demo Program: Get Your Act Together!


Agent Orynge
07-09-2011, 09:04 PM
I love TW to death, and your customer service is top notch, but I think you guys need to pay more attention to the demos you ship. Within the past year, I've gotten a demo with the replacement grip so decrepit that there was a centimeter wide gap exposing the pallet undearneath, various frames strung with polyester despite having chosen multifilament, and now I've got a Prestige Pro with a synthetic Wilson grip instead of a leather grip. These might be subtle flaws to some people, but when I demo I expect to get the stock experience.

I know you guys are capable of better service than this. Stop letting bad demos slip through the cracks!

Bartelby
07-09-2011, 09:32 PM
What can you do if people keep on scribbling on the library books?

Agent Orynge
07-09-2011, 11:15 PM
What can you do if people keep on scribbling on the library books?

If the grip wears out, TW should change it. If the strings break, TW should restring it. If customers take it upon themselves to alter the racquet, TW should charge them and return it to stock. It's not like they can't figure out who's doing what to their frames.

All I'm asking is that they pay more attention to frames coming in and out of their shop, and act accordingly.

zapvor
07-10-2011, 10:12 AM
they are probably overworked and underpaid. TW hire me!!!!:) i will take payment in PS85s. or Yonexes

aggfan
07-10-2011, 10:28 AM
I think these are one off mistakes, which can happen to any well run organization. It happened to me as well with a bad string job, but when I called TW they promptly shipped me a new demo without any extra cost.

Agent Orynge
07-10-2011, 11:49 AM
I think these are one off mistakes, which can happen to any well run organization. It happened to me as well with a bad string job, but when I called TW they promptly shipped me a new demo without any extra cost.

Like I said, I love TW, and I don't doubt for a second that I'd get a new demo if I called and griped. I really just wanted to get this issue get out in the open so they can do something proactive about it.

TW Staff
07-11-2011, 06:55 AM
AO,

Thanks for bringing this to our attention. We'll be sure to get it addressed and fixed.

Cheers,

Spencer, TW.

Agent Orynge
07-11-2011, 09:51 AM
No, thank you. :D

Spatula
07-12-2011, 10:02 AM
To be honest I'd have to agree with Agent Orynge. I've demo'ed 12-16 frames from TW in the past and the majority were unplayable. From broken strings upon reciept (multiple times), grips that were heavily worn, strings that were so dead they were unplayable, personal setups (hybrids), etc... While I didn't make much of a fuss, one time I requested a refund and they happily agreed. From that point on I made it a point to demo locally if possible.

I appreciate the size of TW's demo fleet and the costs associated with running the program but at the same time it became a waste of my time/money to bother with it anymore as I was never able to get what I consider a true demo experience from it.

Agent Orynge
07-12-2011, 10:19 AM
AO,

Thanks for bringing this to our attention. We'll be sure to get it addressed and fixed.

Cheers,

Spencer, TW.

Spencer, would the kind of attention to detail we're advocating become cost prohibitive for the TW demo program as it stands?

TW Staff
07-12-2011, 02:34 PM
Spencer, would the kind of attention to detail we're advocating become cost prohibitive for the TW demo program as it stands?

To start with, I agree with your original post in the regard that you should be receiving a demo in stock form. To answer your question about being cost prohibitive to give more attention to detail: in a perfect world, no. Unfortunately, this is not a perfect world, and with amount of racquets currently in our demo department, and adding several other factors (most notably, customers doing their own "modifications" to stock racquets), it makes it difficult to achieve what is ideal, all the time.

That being said, we will continue to do what we can, within reason, to give you guys a good demo experience in helping you to determine if the racquet(s) is/are right for you.

Spencer, TW.

**AO, if you have any other questions/concerns, please email me at discussadmin@tennis-warehouse.com