SORRY FOR THE LENGHT BUT IT WAS NEEDED TO FULLY EXPLAIN THE SITUATION
To those who have ever considered or are still considering the 2086, I suggest you read my post. Some of you know parts of the story, but now that I have finally got my refund, I’m gona lay down the whole thing. In late January of 06 I decided to look into the wise 2086 since some of my customers string on electric machines all the time, in order for me to get them to switch, I needed something that could compete. I looked around and the wise was the only unit that I could even consider. I checked with the tennis forums and most people said they were satisfied with their units and the owner of the business was a nice guy, so fast forward to March 1st 2006 when I placed my order, this is where my saga starts.
Feb 24, order was placed but I had to wait for a week before it shipped, apparently herb doesn’t hold inventory? Unit shipped March 1st but guess what? FedEx managed to loose it. It took unit march 14th for me to get the unit. But ok finally it was here and I was happy to start working on it. First issue I noticed is that the light on the kg/lb pad was not working, I e-mailed Herb and he claimed that they got rid of the feature on new units. Herb wrote, “We have some keypads that have two lights for the kilos/pounds and some that do not. We started to drop that feature since it is obvious when you switch from one mode to the other.” I didn’t care since it was obvious, but this will come back later again. So after stringing about 60 rackets on the wise, on May 14th the first problem occurred. The machine would pull and display 0.00 for tension. The machine would also display higher than the settings, ex 52lbs plus 10% would go up over the 57lbs that it should with the extra 10% prestretch..
I e-mailed herb and his response was this: “Hi Greg: > This seems to be an operating error and I would like > to see the > machine back here for observation. Please take the > base off, if you can, > and return the machine since it is under warranty. > It will be returned > within a day or so of receiving it. > I know you waited some time to get your machine and > this is > inexcusable. Let's see what the problem is,” Ok I thought, he sounded fair so far. Machine was shipped and he wrote back may 22nd that the unit was received, was being worked on and would ship back on the 24th. I asked 3 times what was wrong with the unit but he never addressed my question and side stepped around it. But I didn’t care at that point, I needed the unit in asap because I had rackets waiting. So here we go again, I got the unit back and he even enclosed a check for my shipping since the unit broke down so quick, I got the unit back in a different box packaged with foam instead of the original big box with molded foam around it. I put the unit on and went on to string a dozen rackets or so, on june 8th, the unit malfunctioned for the second time and displayed error code 1.
I immediately e-mailed herb, and he wrote back: “Greg: Yes, absolutely I remember you. I broke precedent and paid for your transportation to have the machine returned, I repaired the machine at no charge, and I paid for the return of the machine. Yes Greg, I remember you well. I personally ran the machine through a series of test which we don’t normally provide. If the machine was damaged again in transportation there is nothing I can do but have you return it and we will replace it with a new machine. Our customer service is fantastic, beyond excellent.” Ok, so now im thinking wtf, this is pretty arrogant. It’s not my fault your product failed twice in such a short time under less than heavy duty use, something the wise was suppose to be designed to handle. If I pay $500 for something, I expect it to be flawless from day one, and if its done I expect the business to stand behind the product and take care of the problems. Herb didn’t even seem concerned that the unit broke down for the second time. As he claimed, the unit might have been damaged in shipping; however, the box was not damaged and the unit WORKED for a few rackets. Everyone I talked to assured me that the product should not have worked if shipping damage was really to blame. So now im really getting ticked off because I have money and customers on the line with this product. I wrote this to him, “Herb, The machine did not appear to be damaged in shipment because it was working fine for the 12 rackets I strung since I received it back from you after the >repair. Would it be possible to ship the new unit ASAP? I have a huge state wide tournament at the end of next week and really need the unit to do the stringing I promised I would on site. Please let me know.” His response to my e-mail? “ Greg: There are no machines in stock for the next 3 - 4 weeks. Herb “ Well gee, that helps me a lot.
Now im screwed, I have a huge tournament I promised to string at, and I don’t even have the machine. I wrote him this e-mail: “Herb, I appreciate your responses, and although I appreciate them, the fact still is that the original unit has broken down 2 times already since march. I thank you for taking care of the shipping the first time, however, please understand that I bought this machine because of the reputation it had for a durable product. I lost almost 2 weeks the first time the unit broke down, and now I will lose 4-5 weeks because the units are not in stock. Sorry if I sounded a bit harsh, but I do not believe the unit was broken during shipping. The main unit was well packed with the foam bag and the unit did work for several days after I received it. If it was indeed damaged in shipping, the unit would not have worked from the start. I paid several hundred dollars for a unit that as of right now will end up being down for 2-8 weeks because of shipping times/out of stock/etc etc. I would like to try the unit again, and I can only hope that the original unit was defective directly from the factory and the new unit will be problem free for a long time. Since the original unit was plagued with problems, will the new unit have a the 2 year warranty from the original purchase date, or from the shipping date when the new unit will be shipped? Please let me know when you get the new units. Again, I appreciate your support in this, and hope that we can resolve this to the satisfaction of both of us.” His response? Greg: Yes, the new unit will enjoy the full two year warranty. May I make a suggestion. You seem so unhappy with the machine I will gladly have the company refund your complete purchase price. You can then order some time in the future if you are still interested. “
Wow so instead of backing up his product and helping me with it, he decides to offer me a refund, in a pretty arrogant way none the least? At this time I figured it was still my only real choice so I replied saying I will give the new unit a try as long as its covered by a new 2 year warranty. On Jun 16th I asked Herb for an update of when the new units will be in, I received no responses to another 4 e-mails I wrote, I was without a unit for weeks and he never bothered to respond and give me an update. On June 29th I wrote herb, “Hello Herb, I have come back from several weeks of a job assignment to find another electric machine. Therefore, I will take you up on the offer for the full refund with possible repurchase in the future if my new machine doesn't work out. I will pack all the tools I received with the wise unit and will ship it out tomorrow at lunch time. It was unfortunate that my unit broke twice, and I simply can not afford to have it break again. You should receive the unit by end of next week.” Guess what, still no response at all.
In fact I received no more responses after I told him that I will give the unit another try and please let me know when the new units come on. I decided to call him to make sure he didn’t bail out on me with the offered refund. I simply asked him why he didn’t respond to my e-mails and he simply stated “I saw your last one saying the unit was being shipped for a refund, what kind of reply did you expect?” I stated to him that I have ordered a new machine and he responded by asking which machine I got. I informed him that it was the sp aria and from there he told me they are poorly build machines and no where as accurate as the wise. I welt like saying “well maybe at least the machine will work” However I remained professional thru the conversation. He then followed to say that even Wilson uses his machine. I responded by saying “doesn’t Wilson have their own machine now?” He said yea but they use his unit in the lab since its so accurate. I said that the aria is accurate to 1/10th of a pound just like the wise, his responses? "There is nothing as accurate as my unit besides the super expensive babolat machines." I felt this was unnecessary. There was no need to flame Silent Partner and in no part of the conversation did he apologize for the problems I had with his product. Thru the whole process he was very arrogant many times going into the rude. I’m an easy going guy but this was too much. I talked to others and guess what? I’m not the only one with problems. Another member here had the same issues with Herb, and I know of at least seeral other people receiving bad product. One of these cases was a unit that did not work from the box and Herb still made the buyer pay shipping for the broken unit. What kind of service is this? He even admitted himself that he does not do any tests before the machines are shipped. I had enough and I suggest to anyone who is considering this product to look at other alternatives. I have never dealt with a business owner that was as arrogant as this one. I’m glad my saga is finally over and I hope others will not have to deal with this. Sorry for the rave but this was just too much. Happy Stringing everyone!!!
To those who have ever considered or are still considering the 2086, I suggest you read my post. Some of you know parts of the story, but now that I have finally got my refund, I’m gona lay down the whole thing. In late January of 06 I decided to look into the wise 2086 since some of my customers string on electric machines all the time, in order for me to get them to switch, I needed something that could compete. I looked around and the wise was the only unit that I could even consider. I checked with the tennis forums and most people said they were satisfied with their units and the owner of the business was a nice guy, so fast forward to March 1st 2006 when I placed my order, this is where my saga starts.
Feb 24, order was placed but I had to wait for a week before it shipped, apparently herb doesn’t hold inventory? Unit shipped March 1st but guess what? FedEx managed to loose it. It took unit march 14th for me to get the unit. But ok finally it was here and I was happy to start working on it. First issue I noticed is that the light on the kg/lb pad was not working, I e-mailed Herb and he claimed that they got rid of the feature on new units. Herb wrote, “We have some keypads that have two lights for the kilos/pounds and some that do not. We started to drop that feature since it is obvious when you switch from one mode to the other.” I didn’t care since it was obvious, but this will come back later again. So after stringing about 60 rackets on the wise, on May 14th the first problem occurred. The machine would pull and display 0.00 for tension. The machine would also display higher than the settings, ex 52lbs plus 10% would go up over the 57lbs that it should with the extra 10% prestretch..
I e-mailed herb and his response was this: “Hi Greg: > This seems to be an operating error and I would like > to see the > machine back here for observation. Please take the > base off, if you can, > and return the machine since it is under warranty. > It will be returned > within a day or so of receiving it. > I know you waited some time to get your machine and > this is > inexcusable. Let's see what the problem is,” Ok I thought, he sounded fair so far. Machine was shipped and he wrote back may 22nd that the unit was received, was being worked on and would ship back on the 24th. I asked 3 times what was wrong with the unit but he never addressed my question and side stepped around it. But I didn’t care at that point, I needed the unit in asap because I had rackets waiting. So here we go again, I got the unit back and he even enclosed a check for my shipping since the unit broke down so quick, I got the unit back in a different box packaged with foam instead of the original big box with molded foam around it. I put the unit on and went on to string a dozen rackets or so, on june 8th, the unit malfunctioned for the second time and displayed error code 1.
I immediately e-mailed herb, and he wrote back: “Greg: Yes, absolutely I remember you. I broke precedent and paid for your transportation to have the machine returned, I repaired the machine at no charge, and I paid for the return of the machine. Yes Greg, I remember you well. I personally ran the machine through a series of test which we don’t normally provide. If the machine was damaged again in transportation there is nothing I can do but have you return it and we will replace it with a new machine. Our customer service is fantastic, beyond excellent.” Ok, so now im thinking wtf, this is pretty arrogant. It’s not my fault your product failed twice in such a short time under less than heavy duty use, something the wise was suppose to be designed to handle. If I pay $500 for something, I expect it to be flawless from day one, and if its done I expect the business to stand behind the product and take care of the problems. Herb didn’t even seem concerned that the unit broke down for the second time. As he claimed, the unit might have been damaged in shipping; however, the box was not damaged and the unit WORKED for a few rackets. Everyone I talked to assured me that the product should not have worked if shipping damage was really to blame. So now im really getting ticked off because I have money and customers on the line with this product. I wrote this to him, “Herb, The machine did not appear to be damaged in shipment because it was working fine for the 12 rackets I strung since I received it back from you after the >repair. Would it be possible to ship the new unit ASAP? I have a huge state wide tournament at the end of next week and really need the unit to do the stringing I promised I would on site. Please let me know.” His response to my e-mail? “ Greg: There are no machines in stock for the next 3 - 4 weeks. Herb “ Well gee, that helps me a lot.
Now im screwed, I have a huge tournament I promised to string at, and I don’t even have the machine. I wrote him this e-mail: “Herb, I appreciate your responses, and although I appreciate them, the fact still is that the original unit has broken down 2 times already since march. I thank you for taking care of the shipping the first time, however, please understand that I bought this machine because of the reputation it had for a durable product. I lost almost 2 weeks the first time the unit broke down, and now I will lose 4-5 weeks because the units are not in stock. Sorry if I sounded a bit harsh, but I do not believe the unit was broken during shipping. The main unit was well packed with the foam bag and the unit did work for several days after I received it. If it was indeed damaged in shipping, the unit would not have worked from the start. I paid several hundred dollars for a unit that as of right now will end up being down for 2-8 weeks because of shipping times/out of stock/etc etc. I would like to try the unit again, and I can only hope that the original unit was defective directly from the factory and the new unit will be problem free for a long time. Since the original unit was plagued with problems, will the new unit have a the 2 year warranty from the original purchase date, or from the shipping date when the new unit will be shipped? Please let me know when you get the new units. Again, I appreciate your support in this, and hope that we can resolve this to the satisfaction of both of us.” His response? Greg: Yes, the new unit will enjoy the full two year warranty. May I make a suggestion. You seem so unhappy with the machine I will gladly have the company refund your complete purchase price. You can then order some time in the future if you are still interested. “
Wow so instead of backing up his product and helping me with it, he decides to offer me a refund, in a pretty arrogant way none the least? At this time I figured it was still my only real choice so I replied saying I will give the new unit a try as long as its covered by a new 2 year warranty. On Jun 16th I asked Herb for an update of when the new units will be in, I received no responses to another 4 e-mails I wrote, I was without a unit for weeks and he never bothered to respond and give me an update. On June 29th I wrote herb, “Hello Herb, I have come back from several weeks of a job assignment to find another electric machine. Therefore, I will take you up on the offer for the full refund with possible repurchase in the future if my new machine doesn't work out. I will pack all the tools I received with the wise unit and will ship it out tomorrow at lunch time. It was unfortunate that my unit broke twice, and I simply can not afford to have it break again. You should receive the unit by end of next week.” Guess what, still no response at all.
In fact I received no more responses after I told him that I will give the unit another try and please let me know when the new units come on. I decided to call him to make sure he didn’t bail out on me with the offered refund. I simply asked him why he didn’t respond to my e-mails and he simply stated “I saw your last one saying the unit was being shipped for a refund, what kind of reply did you expect?” I stated to him that I have ordered a new machine and he responded by asking which machine I got. I informed him that it was the sp aria and from there he told me they are poorly build machines and no where as accurate as the wise. I welt like saying “well maybe at least the machine will work” However I remained professional thru the conversation. He then followed to say that even Wilson uses his machine. I responded by saying “doesn’t Wilson have their own machine now?” He said yea but they use his unit in the lab since its so accurate. I said that the aria is accurate to 1/10th of a pound just like the wise, his responses? "There is nothing as accurate as my unit besides the super expensive babolat machines." I felt this was unnecessary. There was no need to flame Silent Partner and in no part of the conversation did he apologize for the problems I had with his product. Thru the whole process he was very arrogant many times going into the rude. I’m an easy going guy but this was too much. I talked to others and guess what? I’m not the only one with problems. Another member here had the same issues with Herb, and I know of at least seeral other people receiving bad product. One of these cases was a unit that did not work from the box and Herb still made the buyer pay shipping for the broken unit. What kind of service is this? He even admitted himself that he does not do any tests before the machines are shipped. I had enough and I suggest to anyone who is considering this product to look at other alternatives. I have never dealt with a business owner that was as arrogant as this one. I’m glad my saga is finally over and I hope others will not have to deal with this. Sorry for the rave but this was just too much. Happy Stringing everyone!!!
), but don't you mean your competitors (other than on the court)? Why would you want to compete with your customers?
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