Lobster Customer Service

[tenniscoach07]

Being a Lobster owner, for little over a month needless to say has been a roller coaster ride. I have had some issues, but every time Lobster has come through and has shown their excellent Customer Service. They handled the problem and have delivered. Depending on which side of the coin you look on I have been unfortunate or lucky but given great Customer Service!!!!!

Another problem occurred, after contacting Lobster and Customer Service (Briana handling it with professionalism and care). She explained to me a new machine would be on the way. A couple of hours later, Tony Potter (President) called me but I missed his call. Tony e-mailed me, apologizing for the misfortune and up graded my machine at no cost to me. To me that is what CUSTOMER SERVICE IS ABOUT!!!! This why I chose Lobster in the first place, because of what I've heard and read about them.

Lobster is still my # 1 Ball Machine Company

 

[JimmyNeutron]

Lucky you; a free upgrade. I wish I've gotten a free upgrade. My 2nd Elite 2 unit that was sent to replace my first one was still not satisfactory.

Fortunately for Lobster, I was like a kid during Christmas's morning, eager to play with my new toy and having to wait about one week for the replacement to arrive, I didn't want to wait another week for a 2nd replacement.

The 2nd unit did work, just like the 1st unit, but in no way resemble the look and shine that the website displays on the larger view. My 1st and 2nd unit felt like a refurbish unit because it just didn't look new. It's like when you first open up the box for a Playstation 3 and that piano finish just stands out; spotless, perfect reflection, no scratch/scuff marks, no dirt, etc...

Like I said, I couldn't wait another week for a 3rd replacement and I don't remember if I or Lobster paid for the shipping back to their office in S. California, so I just accepted it as is and did a quick 1hr charge and went straight to the courts for some testing and fun.

I do have to admit, the time I spoke to their customer service, I was treated very well and they did take care of me to an extent. Only wish the Lobster machine look as new as it does in the picture shown on their website.

 

[tpotter]

Jimmy N - I really appreciate any detailed feedback you can provide us about the way the machine was received.

1.) What made the machine feel refurbished? People complain about tennis ball fuzz being inside the machine, but obviously we test the machines before they ship, so fuzz is normal. Clearly, I want to state unequivocally that we only sell new products, unless the machine is labeled as a demo.

2.) Was the machine dirty?

3.) Was the red case scratched?

Let us know either by calling in and talking to the sales manager (Curt) or feel free to post a response here.

 

[JimmyNeutron]

1.) What made the machine feel refurbished? People complain about tennis ball fuzz being inside the machine, but obviously we test the machines before they ship, so fuzz is normal. Clearly, I want to state unequivocally that we only sell new products, unless the machine is labeled as a demo.

test

1.
FYI - My machine was bought brand new and was a drop shipment directly from Lobster.

My grey ball holder didn't look as clean as this picture. I understand photography lighting through the ball holder would make it appear different and brighter, but my grey ball holder appear to have some stain/light smudges. With a damp water cloth, I was able to remove most of the smudges, but would've prefer it to be clean on arrival. Maybe a little wax/shine to the unit to make it look as good as it does in the picture w/out making the unit to slippery would be nice.

The two rubber wheels that throws the ball out didn't look new or maybe it was tested in house w/ tennis balls to verify its functionality. But testing a few new balls shouldn't cause the rubber wheels to turn brown/orange. In the pix above, it shows the wheel as red, but at the time I bought mine, your website had a picture of the machine w/ the two rubber wheel in a cloudy white color similar to this color:

Looking at my two wheels, it didn't have that nice cloudy white look to it even from a side view. I understand that since the rubber on the wheel is somewhat transparent, the two wheels will reflect whatever color they are on; in this case black.

2.) Was the machine dirty?

Please see above.

3.) Was the red case scratched?

Yes, there were some minor scratches especially at the 2 front screws that holds the red casing to the main chassis, but that's understandable. As I've stated in one of my previous posting on TT, I had a hard time screwing in the two front screws and notice screw marks on the red case that wasn't cause by me. So, I figure someone at Lobster must've had a hard time screwing in the front screws also. At least I wasn't alone. LOL!


Overall, the unit have perform very well. After each usage, I do clean out any ball felt that gets left behind with a air blower or by hand.

I know the machine will get dirty over time and get some minor scratches every now and than, but would've love it to be spotless on arrival and let me get it dirty. It's like buying a tennis racquet; it's spotless, grommets are perfect, head guard unscratch, but after usage/stringing, the grommets will not be in perfect shape anymore, the racquet will not be spotless, head guard will be scratch, but at least that was cause by the user. Hopefully, you understand what I mean.

Lobster customer service overall has been great. Like I said, I was like a kid during Christmas morning and didn't want to call in for another replacement. I was too eager to try out my new toy. As of today, my machine still work great and serves my need very well...too well for my skill level and my kids level actually .

Anyways, if and when myself or my kids do ever outgrow my Lobster machine, I'll definitely still consider Lobster as one of my options primary due to customer service.

Thank You!

 

[tpotter]

1.
JIMMY N, Thanks so much for this detailed feedback, it is invaluable.

FYI - My machine was bought brand new and was a drop shipment directly from Lobster.

My grey ball holder didn't look as clean as this picture. I understand photography lighting through the ball holder would make it appear different and brighter, but my grey ball holder appear to have some stain/light smudges. With a damp water cloth, I was able to remove most of the smudges, but would've prefer it to be clean on arrival. Maybe a little wax/shine to the unit to make it look as good as it does in the picture w/out making the unit to slippery would be nice.

Yup, this is important that we are careful to not smudge up the hoppers...We will review this with everyone.

The two rubber wheels that throws the ball out didn't look new or maybe it was tested in house w/ tennis balls to verify its functionality. But testing a few new balls shouldn't cause the rubber wheels to turn brown/orange. In the pix above, it shows the wheel as red, but at the time I bought mine, your website had a picture of the machine w/ the two rubber wheel in a cloudy white color similar to this color:

Looking at my two wheels, it didn't have that nice cloudy white look to it even from a side view. I understand that since the rubber on the wheel is somewhat transparent, the two wheels will reflect whatever color they are on; in this case black.

This one you have me stumped on - it sounds like the machine works...the wheels went from molded red to clear over the years (photo is of the original version)..I will ask around and see what I can come up with!



Please see above.



Yes, there were some minor scratches especially at the 2 front screws that holds the red casing to the main chassis, but that's understandable. As I've stated in one of my previous posting on TT, I had a hard time screwing in the two front screws and notice screw marks on the red case that wasn't cause by me. So, I figure someone at Lobster must've had a hard time screwing in the front screws also. At least I wasn't alone. LOL!

I will review this procedure with our guys...thanks again, JIMMY N!

Overall, the unit have perform very well. After each usage, I do clean out any ball felt that gets left behind with a air blower or by hand.

I know the machine will get dirty over time and get some minor scratches every now and than, but would've love it to be spotless on arrival and let me get it dirty. It's like buying a tennis racquet; it's spotless, grommets are perfect, head guard unscratch, but after usage/stringing, the grommets will not be in perfect shape anymore, the racquet will not be spotless, head guard will be scratch, but at least that was cause by the user. Hopefully, you understand what I mean.

Lobster customer service overall has been great. Like I said, I was like a kid during Christmas morning and didn't want to call in for another replacement. I was too eager to try out my new toy. As of today, my machine still work great and serves my need very well...too well for my skill level and my kids level actually .

Anyways, if and when myself or my kids do ever outgrow my Lobster machine, I'll definitely still consider Lobster as one of my options primary due to customer service.

Thank You![/quote]