Unhappy w/TW...

Azzurri · Jan 18, 2008

I ordered two matched K Factor 90 racquets on Tuesday. I CLEARLY requested a match done in an email to one of the CSR's (whoi will remain nameless). I instructed him to have a matched pair (on the lower end of the static and SW spectrum). Everything seemed fine. I even asked how would I know the specs and he told me that they would have some type of sticker marking the information (specs). I was as happy as pig in slop. Until I got the racquets.

There are a few members that I have conversed with in the past that know my ability to "feel" the static weight of a racquet to the smallest difference in grams.

Upon opening the box, I looked for the sticker, none to be found. I pulled the racquets out of the wrapper. The first one felt like it was a bit on the heavy side...I was iok with that. The next racquet....was lighter. I was a bit upset, but I was not sure. Maybe it was me. I called TW and they confirmed the matching had not been done. Now I am mad. The CSR asked me to inform TW which of the two I would like to be matched and send them back.

I am asking/begging someone at TW to take care of this problem. This is a terrific company, but I am not a happy customer. I will send the racquets tonight. I will note which one I liiked better. I need 2 with matching specs. Please let me know if this is possible. I have a small doubles tourney tomorrow and Sunday. Guess I gotta play with my Redondo.

OrangeOne · Jan 18, 2008

In summary:

You ordered two matched K90s and TW forgot to match them. They've apologised and said they will match them for you. You want no paint chips in the frames you receive.

....talk about making a mountain out of a molehill, especially when TW have already said they'd fix most of the issue you're complaining about!

PS. Why all the email - why not call in a case like this?

iradical18 · Jan 18, 2008

I'm sure TW will be quick in fixing it for you. Can you really feel the difference in a few grams though?

Edit: OO is completely right. Certainly making a bigger deal out of it than it is.

Azzurri · Jan 18, 2008

OrangeOne said:
In summary:

You ordered two matched K90s and TW forgot to match them. They've apologised and said they will match them for you. You want no paint chips in the frames you receive.

....talk about making a mountain out of a molehill, especially when TW have already said they'd fix most of the issue you're complaining about!

PS. Why all the email - why not call in a case like this?

I called. I vented. Its not a molehill. They have YET to fix anything.

Azzurri · Jan 18, 2008

iradical18 said:
I'm sure TW will be quick in fixing it for you. Can you really feel the difference in a few grams though?

Edit: OO is completely right. Certainly making a bigger deal out of it than it is.

by tomorrow?? I have a weekend tourney tomorrow. I only enter 2-3 a year.

unfortunetly yes. I can feel even a 2-3 gram difference. At least I have had in my own racquets. The issue I had is I requested in writing a match and I actually spoke to the person. Maybe my post was to inform others to make sure they don't "forget" as OO mentioned.

LOL...people make big deals all the time. No, its not the end of the world, but I had a complaint and I am hoping an admin will see this and take care of this (I know they will). I just feel I made a call, sent an email and that did not work, so maybe an Admin will help.

HeadPrestige · Jan 18, 2008

slappano said:
I called. I vented. Its not a molehill. They have YET to fix anything.

they cannot fix anything without you sending back the racket. By telling you to send it back and that they would fix the problem sure sounds like they are fixing it to me.

Azzurri · Jan 18, 2008

HeadPrestige said:
they cannot fix anything without you sending back the racket. By telling you to send it back and that they would fix the problem sure sounds like they are fixing it to me.

I agree. please read my other posts. you are missing the point.

OrangeOne · Jan 18, 2008

slappano said:
by tomorrow?? I have a weekend tourney tomorrow. I only enter 2-3 a year.

Off-topic...If you're having to play with your old (current) frames... were you really about to rock up to a tourny with new-new frames? Odd....

HeadPrestige said:
they cannot fix anything without you sending back the racket. By telling you to send it back and that they would fix the problem sure sounds like they are fixing it to me.

Agreed.

Azzurri · Jan 18, 2008

OrangeOne said:
Off-topic...If you're having to play with your old (current) frames... were you really about to rock up to a tourny with new-new frames? Odd....

Agreed.

OO...once again. I am asking that an Admin see this and make sure it is taken care of. I know the level of TW service is second to none. I mention this for that reason and also for anyone else wanting to get a matched pair to make sure that is what they get. I am no longer angry, but dissapointed.

I have never played the Redondo, just got it 2 days ago. The new frames are the ones I have been demoing/playing the past 2 weeks. Racquets with fresh Natural gut play extremely well for me, so that is why I am dissapointed.

TheShaun · Jan 18, 2008

why so much hate on slappano?

he's just letting everyone know what happened. there was an error made that will be corrected. when you're excited to get something and it arrives incorrectly it's disappointing.

as he stated, tw customer service is second to none. i bet if he didn't have the tourney this weekend this would be less of an issue. just my two cents. good luck this weekend slappano.

Vitaly Evchenkov · Jan 18, 2008

Looks like someone wanting an excuse when they lose their next match!!!

:shock:

:twisted:

TW Staff · Jan 18, 2008

I apologize for the error we made in your previous order.

One of our customer service supervisors has contacted Slappano and the situation has been taken care of.

Slappano, if there is anything else we can do for you, please don't hesitate to call us. 1-800-883-6647

Jason, TW

CanadianChic · Jan 18, 2008

Jason, again a situation is handled with both dignity and class on your end. I respect you guys very much. I have neither the patience nor the annoyance threshold to listen to whiners all day. Mind you, at my job we must tolerate many a minor issue as well (and I understand that one man's molehill is another man's mountain), but we all have an expression we use with each other: "Did anyone die? No? Great! Let's all move along then...NEXT!!!"

**Before I even here about it...I was referring to whiners in the general term (not referencing Slappano) but merely the beefs and disgruntlements in the customer service industry.**

Azzurri · Jan 18, 2008

TheShaun said:
why so much hate on slappano?

he's just letting everyone know what happened. there was an error made that will be corrected. when you're excited to get something and it arrives incorrectly it's disappointing.

as he stated, tw customer service is second to none. i bet if he didn't have the tourney this weekend this would be less of an issue. just my two cents. good luck this weekend slappano.

Thanks TS...I appreciate your understanding of the situation. I was pretty stoked to get them and play. Just this morning my playing partner asked me if I was planning on taking my two new sticks to bed with me (he knew my excitement). I called him aboiut an hour ago and his first question was "what are you going to play?? You can't play with your Mcenroe racquet (200g) against these guys" I told him about the Redondo and he seemed more annoyed than I was...I had to tell him everything will be fine...LOL.

Update: I ended up speaking w/an Admin on the phone a while back. He said once the racquets arrive he will be sure to take of everything. He was very helpful. Can't remember his name..Bob??

CanadianChic · Jan 18, 2008

And what have we learned from this little experience Slappy?

Azzurri · Jan 18, 2008

Vitaly Evchenkov said:
Looks like someone wanting an excuse when they lose their next match!!!

If you knew the doubles team we have tomorrow morning you would use that excuse too.
Both players have the hardest serves in the league...they are easily one and two. That is why my partner told me NOT to bring the 200g. I can serve, hit nice groundstrokes and of course play the net well with it, but return of service is bad..real bad.

Azzurri · Jan 18, 2008

CanadianChic said:
And what have we learned from this little experience Slappy?

not sure...what do you think?

I totally agree with your prior post. I worked for 2 financial companies (just prior to my woinderful career job I have now) in their customer support area (the damn phone lines). I worked in the retirement department (402k, IRA, etc.). I had to be licensed to deal with extremely ignorant people on a minute to minute basis. One reason why I have not stepped foot in a KMART since 1999. We had their retirement plan. These people did noit even know how to enter their SS# to get into their accounts. Just silly little things. I had to deal with all sorts of issues, but one thing I learned was to walk in their shoes. To look through their eyes. One of my managers helped to understand how to deal with these issues and I was a better person for it.

I probably should have waited to post until now if I still felt I had an issue. I would have, but most likely in a different manner. But I don't think I was whining at all. What some people fail to realize is I won't have these racquets until Jan 29 or 30th. I ordered them on the 15th...so that is quite a wait. I was really excited, dreaming about it. There is nothing like the first 1/2 hour with gut. Kinda like the first 6 Canadian beers on a hot day.

Azzurri · Jan 18, 2008

TW Staff said:
I apologize for the error we made in your previous order.

One of our customer service supervisors has contacted Slappano and the situation has been taken care of.

Slappano, if there is anything else we can do for you, please don't hesitate to call us. 1-800-883-6647

Jason, TW

Thx Jason..not sure who I spoke to (you??) but I feel better about the situation. I hope UPS somehow delivers these puppies back earlier than I expect. I got them to UPS, so I will keep my fingers crossed.

CanadianChic · Jan 18, 2008

Change that to Kokanee and we are on the same page.

I'm glad you did not take my post as a personal slam which it was most certainly NOT intended to be. You understood what I was saying (a quality many posters have yet to acquire I suppose) and you turned a rant into some humour. Good job. I would like to say I am a follower of the ten deep breaths rule myself but I usually only make it to eight. You get my point. Peace~CC.

Azzurri · Jan 18, 2008

CAM178 said:
I understand this guy was looking forward to the racquets, but damn. . .everyone makes mistakes. TW fessed up and is going to fix it. I'm not understanding the problem.

If you think this is bad, try dealing with TW's competitors in MD (Hol*a*bird). They screwed up an order of mine. . . know what they told me? 'Tough sh**. Yeah, we screwed up, but that's life.' I immediately called TW, as I felt like I had cheated on a gf. They were so cool. Haven't bought from anybody else since.

Moral of the story: don't b*itch about a problem that doesn't exist.

Well, I gotta go brew some coffee. Wait a minute. . . what the. . !! These coffee filters are supposed to be 3.4 grams, and this one is only 3.1 grams. . . . dammit!! That's it! I'm going back to my grocery store to give them a piece of my mind!
.
.
.
.
:lol:

I used to deal with the bird also. In fact, I had ordered every piece of tennis equipment form the bird while I was in high school during the late 80's to 90. Reason was they accept COD and most other places would not. Plus they were so close to PA that it only too a day or two to get my stuff. I never ordered a thing from TW until I became a member of these boards. In fact, I order from them because of their service, price policy and the forum. I am willing to wait the extra 4-6 days for something because of this (I now get stuff from bird in one day). Around 2 years ago I had 3 seperate issues and you are right about their attitude. They made some false claims and I found TW.

Be aware that I never said TW would not fix it or second guessed them. To be honest, it seems some of you feel the need to go overboard so you think TW Admin's will like you or something. As if coming to their defense (when uneccessary) would get you something. I know they will take care of it.

Azzurri · Jan 18, 2008

CanadianChic said:
Change that to Kokanee and we are on the same page. I'm glad you did not take my post as a personal slam which it was most certainly NOT intended to be. You understood what I was saying (a quality many posters have yet to acquire I suppose) and you turned a rant into some humour. Good job. I would like to say I am a follower of the ten deep breaths rule myself but I usually only make it to eight. You get my point. Peace~CC.

Thanks CC. I don't think I even take one breathe sometimes.

What is Kokanee?? I will be visiting my family (I was born in Toronto) this summer. I assume I will find Kokanee at The Beer Store?

CanadianChic · Jan 18, 2008

Well...I can't speak for anyone else here but I know I won them over a long time ago with my winning personality, ability to never cause the mods unnecessary time wasted in deleting my posts, and overall sunny disposition. Yeah...that's it. lol.

CanadianChic · Jan 18, 2008

slappano said:
Thanks CC. I don't think I even take one breathe sometimes.

What is Kokanee?? I will be visiting my family (I was born in Toronto) this summer. I assume I will find Kokanee at The Beer Store?

Yes you sure will find it no worries. I won't say it is the best beer in the world, but it is all right (certainly a cut above the other domestics). I didn't know you were a Canuck Slappano.

Azzurri · Jan 18, 2008

CanadianChic said:
Yes you sure will find it no worries. I won't say it is the best beer in the world, but it is all right (certainly a cut above the other domestics). I didn't know you were a Canuck Slappano.

I was born in Canada. I was conceived in Italy (parents were born and raised in Italy), lived in N. York area for my first 18 months and moved back to Italy. I lived in Europe till age 9 and moved here to the States. I never moved back to Canada. I have visited often though.

BeHappy · Jan 18, 2008

2-3 grams?

one word:

lead

CanadianChic · Jan 18, 2008

slappano said:
I was born in Canada. I was conceived in Italy (parents were born and raised in Italy), lived in N. York area for my first 18 months and moved back to Italy. I lived in Europe till age 9 and moved here to the States. I never moved back to Canada. I have visited often though.

Well, up here that is enough to make you a Canadian. Don't worry, we won't hold the rest over you.

CAM178 · Jan 18, 2008

slappano said:
I used to deal with the bird also. In fact, I had ordered every piece of tennis equipment form the bird while I was in high school during the late 80's to 90. Reason was they accept COD and most other places would not. Plus they were so close to PA that it only too a day or two to get my stuff. I never ordered a thing from TW until I became a member of these boards. In fact, I order from them because of their service, price policy and the forum. I am willing to wait the extra 4-6 days for something because of this (I now get stuff from bird in one day). Around 2 years ago I had 3 seperate issues and you are right about their attitude. They made some false claims and I found TW.
Be aware that I never said TW would not fix it or second guessed them. To be honest, it seems some of you feel the need to go overboard so you think TW Admin's will like you or something. As if coming to their defense (when uneccessary) would get you something. I know they will take care of it.

Hey, my post was meant to be funny, so sorry if you took it any other way. Thusly why I wrote about my coffee filter weight difference, followed by the smiley. Take my posts lightly, as I don't ever mean to start stuff.

The Bird su-u-ucks. Never will deal with them again.

No worries, man. As long as you get the sticks you want, that's all that matters.

Azzurri · Jan 18, 2008

BeHappy said:
2-3 grams?

one word:

lead

I actually tried that with my other racquet and I got severe shoulder pain. toom off the lead and it was in 2-3 weeks. I believe it was 6 grams.

I'm actually not sure of the weight difference, so I don't know.

Azzurri · Jan 18, 2008

CAM178 said:
Hey, my post was meant to be funny, so sorry if you took it any other way. Thusly why I wrote about my coffee filter weight difference, followed by the smiley. Take my posts lightly, as I don't ever mean to start stuff.

The Bird su-u-ucks. Never will deal with them again.

No worries, man. As long as you get the sticks you want, that's all that matters.

no worries. I will just have to keep dreaming for now.

Azzurri · Jan 18, 2008

CanadianChic said:
Well, up here that is enough to make you a Canadian. Don't worry, we won't hold the rest over you.

My family always makes fun of me because I am so "American:..lol.

TheShaun · Jan 18, 2008

slappano said:
What is Kokanee?? I will be visiting my family (I was born in Toronto) this summer. I assume I will find Kokanee at The Beer Store?

it's the best of the mass produced but there are many better micro brews.

VikingSamurai · Jan 18, 2008

Sorry, I gotta stir the pot here and break up the love fest.. I just finished reading this thread. And as far as I see it. CC you came into a thread that you probably didn't need to, and said what you said, for what ever reason you said it. Then come back later and say that you "really didn't" mean it like that, and you hope that Slap didn't take it in a way "wink-wink" that meant him in general. Yet you still said it, but "wink-wink" lets have a beer and be mates?..

Forgive me for noticing stuff like this. But other than to have a go at Slap. Then what was the purpose of your smarmy comment to begin with then?. If you really didn't mean what you said. Then why did you say anything at all?. Sorry Slap, but you got backhanded, and I really don't think you deserved it..

snoopy · Jan 18, 2008

Chris in Japan, I've figured you out. You really love to stir up the pot and now I know why.

You're orignally from Australia, so you were raised to have a feisty and competitve nature. Yet now you are in Japan, a country that seeks consensus, avoids confrontation, and teaches it's young to respect authority. As an aussie in Japan you must be going nuts. You have to surpress your tru nature.

The TW boards are like therapy for you. You can be yourself here in a in a way that you can't be in everyday life in Japan.

I should be a psychologist.

VikingSamurai · Jan 18, 2008

Hhhmmm.. To be so proud of yourself, yet so wrong is kind of amusing to me

VikingSamurai · Jan 18, 2008

Actually I do kind of get bored here in Japan at times, you are right. But I am always myself.. I do however, as I do any country I live or visit, respect the culture and way of life, but I never lose sight of who I am.. I guess my biggest downfall is that I call a spade a f***ing shovel. So if anything, my to-the-point-ness (not fiesty nature) can be a little confronting at times yes.

flyboy1 · Jan 19, 2008

chris_in_japan said:
Sorry, I gotta stir the pot here and break up the love fest.. I just finished reading this thread. And as far as I see it. CC you came into a thread that you probably didn't need to, and said what you said, for what ever reason you said it. Then come back later and say that you "really didn't" mean it like that, and you hope that Slap didn't take it in a way "wink-wink" that meant him in general. Yet you still said it, but "wink-wink" lets have a beer and be mates?..

Forgive me for noticing stuff like this. But other than to have a go at Slap. Then what was the purpose of your smarmy comment to begin with then?. If you really didn't mean what you said. Then why did you say anything at all?. Sorry Slap, but you got backhanded, and I really don't think you deserved it..

Yup. You hit the nail on the head Chris. Have you ever noticed that posters like that usually just troll around in the "Rants and Raves" section and seldom have anything to say about, oh, I don't know, tennis? There are about 10 or so, where all they do is post in the non-tennis related threads. I must admit, I have noticed that a good percentage of my posts are in those areas as well, but I get the feeling that the posters that you alluded to are simply sharks in the water sniffing around for chum.

barry · Jan 19, 2008

I don't believe Wilson makes 2 rackets alike. I selected 2 from a dozen at a local pro shop, they were all different. The 2 rackets I wound up with play different even though the serial numbers are close.

Has anyone ever purchased similar playing rackets? Even the grip sizes vary, I don't get it. Must be hand made.

nickb · Jan 19, 2008

barry said:
I don't believe Wilson makes 2 rackets alike. I selected 2 from a dozen at a local pro shop, they were all different. The 2 rackets I wound up with play different even though the serial numbers are close.

Has anyone ever purchased similar playing rackets? Even the grip sizes vary, I don't get it. Must be hand made.

My 6 rackets are all identical...must be Fischer quality control

Nick

VikingSamurai · Jan 19, 2008

flyboy1 said:
Yup. You hit the nail on the head Chris. Have you ever noticed that posters like that usually just troll around in the "Rants and Raves" section and seldom have anything to say about, oh, I don't know, tennis? There are about 10 or so, where all they do is post in the non-tennis related threads. I must admit, I have noticed that a good percentage of my posts are in those areas as well, but I get the feeling that the posters that you alluded to are simply sharks in the water sniffing around for chum.

Yet, I get accused by complete strangers for having no life and using the boards to vent?... Go figure eh?

Pro_Tour_630 · Jan 19, 2008

Vitaly Evchenkov said:
Looks like someone wanting an excuse when they lose their next match!!!

:shock::twisted:

I had two polls that relate to importance of racquet and string set up in a close match.

Obviously it is important to him, since he can feel the difference in his hand to the nearest 2-3 grams. That means he is sensitive to this, few people are, many are not.

Azzurri · Jan 19, 2008

TheShaun said:
it's the best of the mass produced but there are many better micro brews.

I just got back...we lost.

Not making any excuses, we got beat.

I will email my brother to make sure he has this beer when I come for my visit. What micro brew do you recoimmend? I have been into the wheat ale lately.

Azzurri · Jan 19, 2008

chris_in_japan said:
Sorry, I gotta stir the pot here and break up the love fest.. I just finished reading this thread. And as far as I see it. CC you came into a thread that you probably didn't need to, and said what you said, for what ever reason you said it. Then come back later and say that you "really didn't" mean it like that, and you hope that Slap didn't take it in a way "wink-wink" that meant him in general. Yet you still said it, but "wink-wink" lets have a beer and be mates?..

Forgive me for noticing stuff like this. But other than to have a go at Slap. Then what was the purpose of your smarmy comment to begin with then?. If you really didn't mean what you said. Then why did you say anything at all?. Sorry Slap, but you got backhanded, and I really don't think you deserved it..

Thanks for watching my back. People can say what they want about you, but you seem like the loyal type.

I actually read CC's post 3 times. The first time I thought exactly what you did. After reading it a third time, I just understood her point a little because I went through a job much like hers. It was the worst 3 years of my life. I HATED my job and it affected me like noi other job had before. I can't even begin to tell you how many times I was called into my supervisors office.

While I think she was making a point about "whining" over something that seemed trivial to most people, I believed she was making a point about TW's customer service. She was bascially saying she does not have the patience of Jason (and others).

Was it a backhand..maybe, but I just looked at it as her way of saying that TW has the type of service that will handle any person's complaint. Whether it be a mountain or a molehill.

By the way, did you get your new Prestige's?

Azzurri · Jan 19, 2008

barry said:
I don't believe Wilson makes 2 rackets alike. I selected 2 from a dozen at a local pro shop, they were all different. The 2 rackets I wound up with play different even though the serial numbers are close.

Has anyone ever purchased similar playing rackets? Even the grip sizes vary, I don't get it. Must be hand made.

I have read on the some threads were people got nearly identical specs because of the matching services of TW. Wilson QC is so bad, that I would not have ordered these unless I got them matched.

Azzurri · Jan 19, 2008

michael chaho said:
I had two polls that relate to importance of racquet and string set up in a close match.

Obviously it is important to him, since he can feel the difference in his hand to the nearest 2-3 grams. That means he is sensitive to this, few people are, many are not.

I wish I wasn't...its a burden more than anything else.

For example: I have used 2 types of racquets as my main sticks. Both were Asian speced racquets. I had 2 PS tOur 90 and 3 AK90.
Both Tour 90's were off my 3 grams of each other. They looked exactly the same (of course). When I pulled one out the bag to play, I would be able to tell which was the lighter one (I played the lighter one for doubles).

With the AK90's, I decided I did not want one racquet for doubles and the other for singles. So I decided on a rotation system. Every time I rotated (every set), I felt the weight difference (for a little while until I forgot about it). Some might argue and ask why rotate during the match, well all my racquets kept their string tension better and more even. Also, the abuse of the racquets was minimul. I used to use one racquet, but I feel I paid a lot of money for each racquet that I want to use all of them.

robby c · Jan 19, 2008

Just got my 2 matched ncode 90 with 4 3/4 leather grips. Took them to work and weighed them on calibrated sales. With overwrap and dampener they were 12.8 and 12.9( I asked for heavy). The youngster ,that took my call 20 minutes before closing time late on a Sunday, he was polite,patient, and thorough. I got just what I asked for.Thanks TW.RobbyC

Azzurri · Jan 19, 2008

robby c said:
Just got my 2 matched ncode 90 with 4 3/4 leather grips. Took them to work and weighed them on calibrated sales. With overwrap and dampener they were 12.8 and 12.9( I asked for heavy). The youngster ,that took my call 20 minutes before closing time late on a Sunday, he was polite,patient, and thorough. I got just what I asked for.Thanks TW.RobbyC

I was told you would get something in writing as to the SW, static weight and head light. did you get this info?

do the racquets feel the same to youi?

robby c · Jan 19, 2008

Sorry about typo. That should be SCALES. My keyboard needs replacing. TW also price matched the bird. Frames,strings,and all. Love the message boards and the weekly video blog, and most off all the racquet reviews. Keep up the great work.
Robby C-Upstate South Carolina

Azzurri · Jan 19, 2008

AV1 said:
knock knock
----who's there?
Boo
----Boo who?
Boooo whooooo
----Oh, is that you slappano?

I just re-read this. Do you realize you completely messed up the knock-knock joke? Maybe English is not your primary language.

Katlion · Jan 19, 2008

OrangeOne said:
In summary:

You ordered two matched K90s and TW forgot to match them. They've apologised and said they will match them for you. You want no paint chips in the frames you receive.

....talk about making a mountain out of a molehill, especially when TW have already said they'd fix most of the issue you're complaining about!

PS. Why all the email - why not call in a case like this?

He's right. If you already sorted out the issue, you don't have to start a thread about it. Tennis warehouse apologized, so you don't have to announce their mistake to the world. Really, you are making a mountain out of a molehill.

Azzurri · Jan 19, 2008

robby c said:
Sorry about typo. That should be SCALES. My keyboard needs replacing. TW also price matched the bird. Frames,strings,and all. Love the message boards and the weekly video blog, and most off all the racquet reviews. Keep up the great work.
Robby C-Upstate South Carolina

uhh, yes, but did TW provide the specs???

Unhappy w/TW...

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