**** - disappointing customer service

headinator

headinator

New User
I want share with you my experiences with the customizer ****. I bought 6 racquets in the past 2 years. First batch 3 racquets matched to the same specs with standard Head grip pallets. Service was okay, racquets arrived matched in weight and balance. My second purchase: 2 Head racquets made with round pallets. Racquets arrived with two different endcaps and one racquet has a difference of 2g in weight. No problem so far. But this year I purchased another Head racquet and ordered this racquets with the same matching specs and again with the round Head grip pallet. I advised them to match this racquet like my others (only silicone inside the handle and lead tape under the bumper guards of the Prestige). They sent me this last racquet with the rectangular grip pallet (but charged me the higher priced round grip pallet) and they put lead on the handle. I advised them not to do that!

I claimed their error but they don´t answer any emails. In my opinion, it´s a shame! I can not believe their lousy customer service. Will never buy one more racquet from them.
 
Wait a sec... do they SELL racquets or the just customize them?

And btw the 2g difference may be because they figured that on this particular racquet they couldn't match the balance and weight at the same time so they figured you'd feel less of a difference if the balance and swingweight are matched.
 
^^^^
I don't understand such a response. Was the OP a difficult customer in any way? Or maybe 120mphbodyserve works for ****.
 
I think the assumption is he won't be going back to them again.
Have you called them an explained the error?/if so how'd you pay if A CC you could complain to them
 
I also had some customer service issues with them in the past. Not responding to eamils, inconsistant quotes. I will never use them again either. They act like they are doing you a favor. I don't need that.
 
Interesting observations, as I have had nothing but positive experiences with them. Their turnaround time on string jobs is awesome. Usually same day or next. I went through the whole on court consultation with Roman earlier this year and I purchased from him the customized Babolat Aero Storm GT's I play with now. The prices are steep, but I have never gotten this level of service anywhere else.
 
headinator said:
I want share with you my experiences with the customizer ****. I bought 6 racquets in the past 2 years. First batch 3 racquets matched to the same specs with standard Head grip pallets. Service was okay, racquets arrived matched in weight and balance. My second purchase: 2 Head racquets made with round pallets. Racquets arrived with two different endcaps and one racquet has a difference of 2g in weight. No problem so far. But this year I purchased another Head racquet and ordered this racquets with the same matching specs and again with the round Head grip pallet. I advised them to match this racquet like my others (only silicone inside the handle and lead tape under the bumper guards of the Prestige). They sent me this last racquet with the rectangular grip pallet (but charged me the higher priced round grip pallet) and they put lead on the handle. I advised them not to do that!

I claimed their error but they don´t answer any emails. In my opinion, it´s a shame! I can not believe their lousy customer service. Will never buy one more racquet from them.
Click to expand...

**** does have a tendency to do the job as way they like to do it or like to see it done. not necessarily the way the customer wants it done.
 
Fedace said:
**** does have a tendency to do the job as way they like to do it or like to see it done. not necessarily the way the customer wants it done.
Click to expand...

In this case it appears they really missed the mark, however with the incorrect pallet and lead where customer specifically requested no lead be :)

The lack of response is also odd.
 
basil J said:
I also had some customer service issues with them in the past. Not responding to eamils, inconsistant quotes. I will never use them again either. They act like they are doing you a favor. I don't need that.
Click to expand...

Agree completely. Gave me an attitude. I decided to go a different route.
 
I had a Head racquet handle remolded to the Wilson shape. The work was 1st class.
I also had Roman balance the finished product back to 10 pts HL(factory Bal).
I had asked for a leather grip. Because of the extra weight in the handle he had to put two long strips of lead at 3 and 9. Total weight was 13.4 oz. Remember that's just what I asked for over the phone. They aren't mind readers, so be careful what you ask for.
I switched to a synthetic grip, and removed the lead. Total weight is 12.8 oz. Just right.
Balance still 9 Pts HL. Close enough for a 4.0 Dbls player.
I figure that he makes his living from the pros. We are a sideline. So take it into account.
I would use his service again in the future.
Robby C
 
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robby c said:
I had a Head racquet handle remolded to the Wilson shape. The work was 1st class.
I also had Roman balance the finished product back to 10 pts HL(factory Bal). To do that he used more lead than I like in the head. I just removed the lead at 3 and 9. Problem solved.
I figure that he makes his living from the pros. We are a sideline. So take it into account.
I would use his service again in the future.
Robby C
Click to expand...

Did the new pallet weigh that much more he had to place lead at 3/9 to decrease the headlightness? What is the balance after removing the lead at 3/9?
 
My experiences there were perfectly adequate, but as robby notes, don't go there expecting too much as you are not a terribly substantial part of the guy's business. I was also told once there that during slams and year-end championships, things may take longer as Roman is often away.
 
Bud said:
Did the new pallet weigh that much more he had to place lead at 3/9 to decrease the headlightness? What is the balance after removing the lead at 3/9?
Click to expand...

I didn't swap pallets. Roman said he only had up to 4 1/2 in the Wilson shape at that time.
I went for the remolded (polyurethane?)grip 4 7/8 shaved down to 4 3/4. I let him keep the 5/8 pallets if they were worth saving.
I didn't have scales, and balance board like I do now. I found out several months later that the balance was close to stock with syn grip sans lead.
The remolded grip feels heavier in my hand, in a good way. More plowthrough.
I sent 3 other racquets to Warren Bosworth for the balsa treatment. The balsa felt closer to stock, but I def prefer the shape of the **** remolded grip. The bevels are sharp right through the synthetic grip. My touch at net is better with the extra weight in the handle.

Robby C
 
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TW video interview with **** came across as rude and very arrogant. Following from that interview (available on youtube)

"We don't turn down anyone who come with right attitude and don't ask for FREE"

Now they are doing lot of favor in doing your job, since they have pros who pay them lot of money.

In short they don't like us till they are short of work.... I will never do business with such arrogant people....remember in this world everybody is replaceable... in tennis world you have other people to do the same job..
 
nn said:
TW video interview with **** came across as rude and very arrogant. Following from that interview (available on youtube)

"We don't turn down anyone who come with right attitude and don't ask for FREE"

Now they are doing lot of favor in doing your job, since they have pros who pay them lot of money.

In short they don't like us till they are short of work.... I will never do business with such arrogant people....remember in this world everybody is replaceable... in tennis world you have other people to do the same job..
Click to expand...

The guy that you quoted is Nate Ferguson, I distinctly remember that quote being his.
He is Priority 1...not ****. Also...your quote is out of context. He is talking about pro players, not average Joe's.
Of course he expects the pros to come with "the right attitude" and "the right money" if they require them to travel and string everywhere in the world...and God knows what else.
Get your facts straight before putting things in writing would be my advice ;).
 
I have never used them- and they carry the donnay's which places them in a she she type setting. In a city that charges $15 for a rum and coke- and $35 to park for 1 hour- their prices r granted to b steep.

No one reserves the right to be rude- especially a small tennis shop.

I'd purchase my stuff at Mason's tennis where he service and attitude has been amazing since my first encounter back in the 80's- as for matching I'd use TW and custom jobs I can do myself or find it not so far away from ****
 
10ACE said:
I have never used them- and they carry the donnay's which places them in a she she type setting. In a city that charges $15 for a rum and coke- and $35 to park for 1 hour- their prices r granted to b steep.

No one reserves the right to be rude- especially a small tennis shop.

I'd purchase my stuff at Mason's tennis where he service and attitude has been amazing since my first encounter back in the 80's- as for matching I'd use TW and custom jobs I can do myself or find it not so far away from ****
Click to expand...

I agree that no one has the right to be rude. My experiences at **** go back 20 years, when Roman was working for Jay Schwied in the same location. I've always gotten prompt, great service and my racquets were perfectly matched. Funny enough, I used to use Mason's a lot, but found them to be pretentious, full of more clothing than racquets, catering mostly to european tourists. Granted, this was a while ago and at their old location on 7th ave, above 57th street. I only went into the new store once... I would add that Mark has always been very nice to me. ****'s string jobs cost less than another shop that I've used for a long time in NY and they have always been quick.
In this economy, there's no reason to put up with anything less than great, courteous service from anyone.
 
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I have been to the **** shop a couple times, people are very nice and I got my stuff done. IMO this shop probably is more focused on pro sticks, as they have tons of pro sticks to customize. If you want them to do a particular custimization it is better you check with them on the phone, instead of emails. The few times I been there it is always only 1 person in shop, either busy stringing or doing some other customization work, I don't think they will have a lot of time answering your emails. If you had your customization job done in the wrong way, chances are your "instruction" is lost, or rather, never read, if it was written in an email.
 
basil J said:
I also had some customer service issues with them in the past. Not responding to eamils, inconsistant quotes. I will never use them again either. They act like they are doing you a favor. I don't need that.
Click to expand...
they kinda are doing u a favor////
 
I've had custom work done by **** on a number of occasions and all have been great experiences. Last February Geoff and I visited Roman at the store and he stopped to talk to us for almost an hour, answering questions and chatting tennis, stringing, and pro players. The fees are high, commensurate with his level of expertise, qualification, and experience. I am sorry you had a bad experience, but I suggest this is not typical. :) Best, BHBH
 
10ACE said:
I have never used them- and they carry the donnay's which places them in a she she type setting. In a city that charges $15 for a rum and coke- and $35 to park for 1 hour- their prices r granted to b steep.

No one reserves the right to be rude- especially a small tennis shop.

I'd purchase my stuff at Mason's tennis where he service and attitude has been amazing since my first encounter back in the 80's- as for matching I'd use TW and custom jobs I can do myself or find it not so far away from ****
Click to expand...

I disagree about Mason's attitude and service and leave it at that.
 
MichaelChang said:
I have been to the **** shop a couple times, people are very nice and I got my stuff done. IMO this shop probably is more focused on pro sticks, as they have tons of pro sticks to customize. If you want them to do a particular custimization it is better you check with them on the phone, instead of emails. The few times I been there it is always only 1 person in shop, either busy stringing or doing some other customization work, I don't think they will have a lot of time answering your emails. If you had your customization job done in the wrong way, chances are your "instruction" is lost, or rather, never read, if it was written in an email.
Click to expand...

Agree. I just had work done on customizing my Radicals. They did a perfect job. After the work was done to a second stick, I had some questions and a member of his staff told me to come in and he confirmed everything that was done and spent a lot of time with me.
 
10ACE said:
I'd assume so- with your fondness for ****-no?
Click to expand...

I lived in the city for years and found that everytime I wanted to use Mason, they made it difficult. No patience with me at all. Every other place I have ever looked to was more helpful. This is just my experience.

I just used **** for the first time and they were very patient and helpful as well as nice. They were not looking to just "close the sale". The difference though was I brought my sticks for customization and matching not for racquet purchase.
 
MichaelChang said:
I have been to the **** shop a couple times, people are very nice and I got my stuff done. IMO this shop probably is more focused on pro sticks, as they have tons of pro sticks to customize. If you want them to do a particular custimization it is better you check with them on the phone, instead of emails. The few times I been there it is always only 1 person in shop, either busy stringing or doing some other customization work, I don't think they will have a lot of time answering your emails. If you had your customization job done in the wrong way, chances are your "instruction" is lost, or rather, never read, if it was written in an email.
Click to expand...

Do you train in the city?
 
I remember once I emailed them asking how much it would cost to get a wilson pallet for a head racket and they replied 3 weeks later. Ridiculous.
 
i had my 3 dunlop 200s matched there about a month ago. sent them from nj to there on a thursday had them to me by monday. the work was nice and fast and they feel correct. id hate to say they did a bad job since they were fast and charged me less then anticipated. i will be returning in the future. to be honest how cud i say there matched wrong if all i can tell by is feel and not the numbers from there expensive machines.
-sal
 
BounceHitBounceHit said:
I've had custom work done by **** on a number of occasions and all have been great experiences. Last February Geoff and I visited Roman at the store and he stopped to talk to us for almost an hour, answering questions and chatting tennis, stringing, and pro players. The fees are high, commensurate with his level of expertise, qualification, and experience. I am sorry you had a bad experience, but I suggest this is not typical. :) Best, BHBH
Click to expand...

AGREE, the man does know what he is doing. I just hope he would explain little more about what he does exactly with the frame.
 
I think it must be one of those businesses where if you turn up and have a good talk then you get good service, but it's not one that's equipped for the online world of communication.

It's like trying to buy a bespoke suit over the internet. Personal service does mean service in person. I'd be more worried if stories about poor service were about in-store service.
 
EKnee08 said:
I lived in the city for years and found that everytime I wanted to use Mason, they made it difficult. No patience with me at all. Every other place I have ever looked to was more helpful. This is just my experience.

I just used **** for the first time and they were very patient and helpful as well as nice. They were not looking to just "close the sale". The difference though was I brought my sticks for customization and matching not for racquet purchase.
Click to expand...

Where do you train in the city?
 
Before visiting the **** web site, I somehow get the feeling that this company's main business is not dealing with every T, D and H that show up wanting to get their racquets matched. But their web site in the company information section clearly state that they don't only cater to the top 20 professionals.

In today's expectations of customer service, they don't deliver. They probably shouldn't be expected to deliver, so they should change their marketing message. It's always better to SURPASS client expectations.
 
Lazerus said:
On the LIRR.
Click to expand...

Dude...do you like understand that the LIRR is a commuter train to Long Island, or does that escape you in Florida?

Amazing how frequently non-NY's don't get it but think that they are experts on the City.

LIRR: is called the LIRR
MetroNorth: is called MetroNorth
Subway: is called a train
 
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TennisMaverick said:
Dude...do you like understand that the LIRR is a commuter train to Long Island, or does that escape you in Florida?

Amazing how frequently non-NY's don't get it but think that they are experts on the City.

LIRR: is called the LIRR
MetroNorth: is called MetroNorth
Subway: is called a train
Click to expand...

Right.

On the LIRR.

This is where we train.
 
Lazerus said:
Right.

On the LIRR.

This is where we train.
Click to expand...

orson-welles-clapping.gif


Made me chuckle.
 
nn said:
TW video interview with **** came across as rude and very arrogant. Following from that interview (available on youtube)

"We don't turn down anyone who come with right attitude and don't ask for FREE"

Now they are doing lot of favor in doing your job, since they have pros who pay them lot of money.

In short they don't like us till they are short of work.... I will never do business with such arrogant people....remember in this world everybody is replaceable... in tennis world you have other people to do the same job..
Click to expand...

What's the link?? as I couldn't find it...
 
0d1n said:
The guy that you quoted is Nate Ferguson, I distinctly remember that quote being his.
He is Priority 1...not ****. Also...your quote is out of context. He is talking about pro players, not average Joe's.
Of course he expects the pros to come with "the right attitude" and "the right money" if they require them to travel and string everywhere in the world...and God knows what else.
Get your facts straight before putting things in writing would be my advice ;).
Click to expand...

it is fact right from the video about companies doing similar business (priority one)...next time you better watch the video and advise others.

If you are expert in one field doesn't allow you to be rude that's how it goes?? Since I am also in US people wants lot of money if they are expert in certain area in short they want to rip people for the service.....that's call greed to make more....
 
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nn said:
it is fact right from the video about companies doing similar business (priority one)...next time you better watch the video and advise others.

If you are expert in one field doesn't allow you to be rude that's how it goes?? Since I am also in US people wants lot of money if they are expert in certain area in short they want to rip people for the service.....that's call greed to make more....
Click to expand...

I'm not sure what your point is ... and I don't think my reading comprehension is the problem.
I have watched the video...that's why I remembered it was Nate Ferguson who said those things.
With regards to greed...I don't have a strong opinion really... as long as they are honest in pursuing their greed...people can be greedy all they want as far as I'm concerned. If the greed gets people to be dishonest and f*ck other people over...then yeah...it clearly becomes a "bad thing".
That's a "general statement" as I don't see the "greed connection" here.
 
I had my 2 iPrestige mids in for service (grip pallet change). I requested a simple pallet change with pallets NOT in the mold of the prestige classic which have a grip collar at the top of the handle. Got them back a few days later with the grip collar pallets. Called them and send them back for a refit. Got them back with the right pallet this time but the sloppiest job I have ever seen. Overflowed glue everywhere; on the same racket one pallet shorter than the other one, just a total mess. I took them off and readjusted them myself. Last time I'll ever employ their service.
 
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