Bad experience with Eagnas even before purchase!

Discussion in 'Stringing Techniques / Stringing Machines' started by 156MPHserve, Aug 16, 2005.

  1. 156MPHserve

    156MPHserve Professional

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    Well most of you guys know I'm planning to get a machine and most likely from Eagnas because it has much more features for the same price, and I thought I could handle most of the problems that could occur. I looked on the eagnas.com/lilylee website and sent an email asking about the prices on some machines. My e-mail wasn't replied so I went one to Maxline two days later (For those who have never been on the Lily Lee website, they have about 3x as many models. Many models have only the slightest differences)

    Maxline was quick to reply. They replied the very next day. However they gave no information on the machines or their prices. Instead they told me they have all the machines on the Eagnas web site. Gave me a bunch of information I already knew, and seemed quite friendly telling me to email them again when I knew what model I wanted and they would provide me with a quote and could ship the very next day.

    I wasn't particularly pleased as they did not even directly address my questions. I assumed they meant they did not have any of the models on the Lily Lee site. It bothered me a little as I'm the consumer that wants to know it all, I wanted to hear it out of their mouth that I can't get those machines and I wanted to be given a brief explanation of why not. However I just decided to carry on and not bother too much. I then asked them if it was possible to switch cone-lock clamp bases with spring assisted ones, because all crank machines with spring assisted bases were out of my budget. I also asked about buying a Ball Picker 72 (they are extremely expensive in Toronto, about 50 dollars everywhere), and how much shipping would cost extra.

    I got my reply the very next day, so I was quite pleased. However this is the message they gave me.

    Dear Sir:

    Thanks for your e-mail.

    You can consider the Combo 910.

    The Combo 910 has 2 PN-1012 swivel clamps.
    It also have 1 DP-507 diagonal cutter, 1 NP-500 needle nose pliers,
    1 BS-809 tennis awl, and 1 PN-3092 string mover.

    The total cost is as follows:

    GROSS UNIT
    DESCRIPTION CARTON WEIGHT DIMENSION PRICE

    Combo 910 STRINGING MACHINE 1 68LBS 35.1X14.7X25.7" 595.00
    SHIPPING COST (via UPS ground) 50.00
    Free 1 reel of Perfect Spin string, 1.30mm, 16G, 660' ($75 value)

    If you need any further information, please do not hesitate to
    contact us.

    Sincerely,

    Michele
    Maxline




    I was very upset, as they once again totally ignored my questions. I could see the Combo 910, I knew it had the features I wanted but I also knew they were out of my budget. All they had to say was we don't change/sell the clamp bases and I would've said, "hook me up with a Flex 840 please" I'll just have to settle with cone-lock clamps because I simply don't have any extra money to spend. They even ignored my question about the ball picker for no apparent reason.

    I am very upset with their service right now. It is one thing to ignore a customer's demands after a purchase when there's nothing much in for you or your company. However when you treat customers this way BEFORE the purchase it just makes you wonder what service you'll get AFTER the purchase. I sent an email addressing my displeasure, and restating my questions again and if I get no convincing replies, I will just have to settle for a cheap Gamma machine with less features until I can save up enough for one with the features I want. I once again confirmed Maxline's horrendous customer support.
     
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  2. GuyPerez

    GuyPerez Semi-Pro

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    The shipping on a ball picker is $8.00. I recently bought the 110. It does not hold 110 balls.

    Edit: The $8 was in the USA. I see you are in Canada. Good luck to you.
     
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  3. barry

    barry Hall of Fame

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    I bought my ball hopper at ATS Sports, paid more, but it is still working. I think your search for a stringer is like a lot of us. We would like to be able to pick and chose parts the way we want, rather than a complete unit packaged one way. Unfortunately the stringer business is not open to the concept, so we are stuck with what’s available.

    I for one am looking for an electronic stringer table top, and have narrowed the selection down, but still have couple questions left. So far it is between and DG and an Eagnas 865, had to drop the Wise due to height restrictions.

    I am a repeat customer with Eagnas, and so far all my questions have been answered. From a CS standpoint, Eagnas is not into a lot of hand holding, they will help you if there is a problem, but they assume 95% of the information is on their web site and would prefer you select the model and features. Probably why they have the best prices!

    Anyway I am pleased with my 6 year old Eagnas drop weight unit, and have broken 1 part in all that time. It like a car, once purchased, I seldom ever go back to the dealer!
     
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  4. watch_the_ball

    watch_the_ball Rookie

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    Barry,

    FYI, There's a DG for auction....on that auction site.
     
    #4
  5. barry

    barry Hall of Fame

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    Thanks, will take a look!

    Barry
     
    #5
  6. diredesire

    diredesire Super Moderator

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    that doesn't sound like the worst that could happen ;P

    I'd give them a call, it's harder to avoid direct questions on the phone :p
     
    #6
  7. barry

    barry Hall of Fame

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    Question:

    I read on an earlier post you had a DG for a few years but traded it for an LF. Any reason? Do you think the LF is a better stringer?

    Thanks, the search continues!
     
    #7
  8. diredesire

    diredesire Super Moderator

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    don't ever remember saying i have had a DG, i've had/owned/used the FL, which is one of their lower end electric setups, and it was solid, though the LF is a considerable upgrade. If i were you i would consider the DG over the MS200TT, the pumping of the arm is convenient, but it definitely IS manual 'work'.
     
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  9. 156MPHserve

    156MPHserve Professional

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    Just ordered the Laserfibre MS200TT ECO =)
     
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  10. barry

    barry Hall of Fame

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    I am replacing a drop weight system and wanted to get an electronic constant pull machine. Never have used one, but from the features listed at http://www.sptennis.com/stringer.asp#DG it looks pretty good.
    Many positive posts about LF machines, and can't really compare them, but I just wanted something equivalent to the Wise system.
     
    #10
  11. 156MPHserve

    156MPHserve Professional

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    I would get one if I had 1000 bucks to spend, however as you can see I can't even afford fixed clamps...
     
    #11
  12. DX_Psycho

    DX_Psycho Semi-Pro

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    how much did the eco cost?
     
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  13. Cruzer

    Cruzer Professional

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    I had not been to the SP website for a while but having been there via the link above it seems they really have it out for Eagnas/Maxline and vice versa. SP's claim that the USRSA de-listed Eagnas/Maxline from their annual stringing machine issue is interesting. I don't remember if Eagnas machines were included in last year's issue but in the 2005 issue Eagnas machines and the well-hyped Laserfibre machines were noticable by their absence. Perhaps the USRSA chose to de-list Laserfibre machines as well however I suspect it is more likely a case of Laserfibre did not want to let potential customers compare the prices of other stringing machines to their secret price list.
     
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  14. 156MPHserve

    156MPHserve Professional

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    I bought the upgradable ECO for 450 dollars.
     
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  15. jaZZirat

    jaZZirat New User

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    Could it be that Eagnes has customer service associates that are regular visitors to this forum here where your reputation proceeds yourself. On this forum they have found you to be abusive and arrogant and had decided that they would just give you back a little of the same but on a more proffesional level as to not appear overly intentional. "We'll string him along a little and mess with him"

    Could it be that they know you to be the brash, arrogant, smartazz young punk that you portary on these boards and had decided you would just be more of a hassle as a customer than what they would want to deal with? We do not want this guys as a customer we'll string him along a little and mess with him"

    Could it be that they were one of the "nOObs" that you have disrespected over the last year? "Remember this guy is the one that insulted us cause we were new lets just string him along a little and mess with him"

    Well it could be, and its a nice thought, at least for me it is. :mrgreen:
     
    #15
  16. 156MPHserve

    156MPHserve Professional

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    First of all, I doubt Eagnas would know or that they're on this board for the matter. My screen name and email are completely different.

    Second of all, you are all entitled to your opinion, but it is mine that everyone I call a n00b deserves it. I am generally very nice and friendly. If I call someone a n00b they probably ticked me off pretty darn bad. Of course some people don't think it's ever right to call somebody a n00b, you are all entitled to your own opinion, but this is my straight forward attitude and I can't change it.

    Third of all, IF Eagnas did mess around with me for this reason, and it satisfies you. Well good for you. I don't mind, and now that I think about it, I risked the chance of getting a mediocre machine to save a few bucks, but now I have ordered a top quality machine. Also now Laserfibre is cashing in on my 450 bucks while Eagnas gets nothing. Pretty stupid? Yeah... that's the whole point of my thread. Eagnas has stupid people.
     
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  17. jaZZirat

    jaZZirat New User

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    Its actually quite absurd to believe that this could the reason for their **** poor service. Eagnes just plain sucks.

    I was jus' messin wit ya. Jus' havin a lil fun!

    As for "this is my straight forward attitude and I can't change it" well the honest truth to that is that you WILL change as soon as you age a little and gain maturity.

    People tend to be a liitle more forgiving of the actions of boisterous youth. Enjoy your fun now because as a adult you will be responsible for your actions and words.

    Have a great day!
     
    #17
  18. Jack the Hack

    Jack the Hack Hall of Fame

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    I have also had this exact same problem with my past e-mails to both Victor and Michelle at Maxline. The most recent communication was especially aggravating, which centered around getting the defective manual tension crank on my Flex 940 replaced under warranty. Basically, it took over 6 weeks to get the part replaced, during which time my machine was completely out of operation... and my e-mails to Michelle either produced replies that did not address my concerns or they were one liners that did not give me any information. In the end, I finally got ahold of a young sounding girl named Kelly on the phone and she found the package with the defective part I had sent them un-opened (after 6 weeks!) in their shop. Anyway, after seeing the defect, she immediately understood the issue and shipped out a replacement tension head. (Ironically, I got an e-mail from Michelle about a week later that said they would be looking into my problem "soon"... :roll: )

    For more details on my experience (including a picture of the problem), check out this thread:

    http://tt.tennis-warehouse.com/showthread.php?t=64760

    I have bought two Eagnas stringing machines from Maxline over the past 6 years, as well as string and a ball hopper. Therefore, I am a repeat customer... but that does not mean that you won't get crappy service from them.

    I have posted in detail before about my impressions of them, which have included a visit to their facility. (Do an advanced search on my username and the keyword "Eagnas" if you are interested.) Basically Maxline is a little family operation, the owners speak English as a second language, and they lack the basic customer service attitude that you would normally expect from an American business. The Eagnas machines are a good value, but you may run into communication issues if there is a warranty problem. My advice about Eagnas/Maxline has been consistant... if you are a home stringer and can deal with the occasional problem (like having your stringing machine out of operation for 6 weeks), they are a great deal. However, if you are stringing for a living, you might want to place your trust in a different manufacturer who will support you better in a crunch.
     
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  19. 156MPHserve

    156MPHserve Professional

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    Well the thing is, when you really think about it, their machines are cheaper for the lower end ones. when they compare the Flex 840 with the Alpha, they actually lied saying Alpha Revo 4000 has cone-lock clamp bases. However when you factor in how much more it is for spring assisted clamp bases (about 60 - 70 US) and how much the Alpha Revo 4000 costs RECENTLY (599 US), it really isn't that great of a deal anymore. Especially when you factor in the horrible service and risking getting a mediocre machine.
     
    #19

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