Silent Partner is second to none - Very satisfied customer experience story

[jamauss]

I'm also going to reference this post in the "References" forum but I think that first and foremost, it belongs here in the Stringing Machines forum...for those looking at buying a machine and might be looking for first hand accounts from those that have purchased a machine.

My experience purchasing a Silent Partner Aria

About a month ago I decided I was going to take the plunge and purchase my first stringer. I looked at it as an investment purchase. I wanted something of high quality, which would last a long time. I also have future plans of stringing more often and perhaps starting a business doing racquet stringing/customization and tennis lessons, but that's another story.

So, I started doing research online in addition to reading posts on the forums here. Despite it being my first machine, I was looking for something nice. I'd rather get long-lasting quality and something I'm proud to own than something I start thinking about upgrading as soon as I get it. So, I gravitated towards an electronic, constant-pull machine. This had me looking at Gamma, Prince, Tecnifibre, Eagnas, and Silent Partner (and maybe a couple of others) for something in the $1,000 to $2,000 prince range. Price excluded some machines from my search but I was able to narrow down the search within a few days to models I was seriously considering for purchase.

After all my research I decided that I wanted to go with Silent Partner's top of the line machine, the Aria. At $1,599 it was within my price range - so far so good. But then, as I looked more into it, it appeared as "out of stock" on the Silent Partner website. D'oh! Right next to that though, it read, "CALL FOR AVAILABILITY OF DEMOS (SLIGHTLY USED ONLY) AT REDUCED PRICES". Sounds good to me, I thought. So I gave them a call. They had a demo available and would give me a discount to make the machine $1400 + $60 shipping. Steve took my info over the phone and about a week later the two boxes arrived.

I got busy with a few things and didn't get around to unpacking the boxes until a couple days after they arrived (I waited until the weekend). After unpacking the first box that had the body and turntable in it - I was greeted by the body being kind of beat up. You can see pictures in this thread - http://tt.tennis-warehouse.com/showthread.php?t=98453 This was damage that occurred during shipping, not prior to it being shipped to me, I assumed.

After taking some deep breaths and calming down, I emailed Silent Partner with the pictures and asked what they could do for me. After all, during my research I had read that Silent Partner's customer service was outstanding. "I guess I'll get to test that", I thought.

What followed, throughout 30 emails back and forth, was, to date, the most positive customer service experience I've ever had for a purchase like this. Steve (I don't have a last name) of Silent Partner apologized for my trouble and assured me that they're not in the business of shipping out machines in that condition and, after talking with the Silent Partner technicians, offered to either send me a replacement for the entire body or a replacement cover. Since it was only the cover that had cracks, I requested a replacement cover be sent to me. Steve warned me that it was a bit of work to get the replacement cover on but, since I build my own computers from parts and do technical work like that, I should be able to handle it.

Within a couple of days, the replacement cover arrived, thoroughly bubble-wrapped and in great condition. Silent Partner had been nice enough to take the cover from another machine they had and send it to me. No additional cost to me.

Without having any instructions to go on, I started attempting to disassemble the cover from the body. In my misguided attempt to replace the cover without any instructions, I eventually took the machine apart much further than I needed to. :neutral: I didn't realize that one of the tools included in the machine was to unscrew the tensioner from the crank to easily remove the cover. Woops!

So now I was sitting with a machine taken apart and the cover still not apart. I was starting to get frustrated. So once again, I emailed Steve asking if I could just send him the body and cover back and have one of their technicians fix it for me. I felt I had been defeated. In his response to that email he sent me a link to a page that explained exactly how to take the cover off. I felt foolish - I should've asked for directions to begin with. I guess I'll blame it on being stereotypically male and not wanting to ask for directions.

After seeing and reading those directions (and a few more emails to Steve asking how to reconnect certain wires I had unnecessarily disconnected previously) I had the machine up and running with the replacement cover and as back to stringing racquets.

Since I still had a working (albeit cracked) cover, I asked Steve if he wanted me to send it back to him and told him I'd be happy to do so. After requesting the cracked cover be shipped back, I went down to the nearby UPS Store and shipped it back - UPS Ground. Only $12.

I emailed Steve and told him what the tracking number was and how much it cost. For my trouble, Steve asked me if I'd like some grips or string to make up for the cost of shipping the part back. I almost felt bad, like I was taking advantage of the kindness being shown but, let's just say I'll be receiving 4 packs of their Ultimatum 18g string.

Not once during this whole ordeal did I sense the least bit of frustration or lack of patience from Steve in helping me out - even when my troubles were a result of my own mistakes. The end result is that I have a great looking machine in great working condition. Sure, there was probably a little bit of cost eaten by Silent Partner for shipping the replacement cover (and string), but what they have earned in return is someone who will be a return customer should I ever need another stringer or ball machine or something Silent Partner sells and someone who will recommend them anytime I hear someone looking for a stringer.

If you've made it down this far in reading this, thanks for reading. And I'd publicly like to thank (as public as the internet can be) Steve and Silent Partner for providing such great customer service – job well done.

 

[progman_2000]

was watching your saga - glad it worked out for you!

 

[Davai]

If you have a tension calibrator, can you check the tension on the machine and how good the constant pull is?

 

[topknocker]

i myself have been a victim of silent partners (steve was the person i talked to) super customer service. my story was fairly long and i am not going to go into it. i think silent partner bent way back for me and i couldn't believe it. silent partner has several high quality machines and some cheaper ones also. silent partner machines may not be your thing, but i am here to tell you as others also have. their customer service is super!

 

[jamauss]

If you have a tension calibrator, can you check the tension on the machine and how good the constant pull is?

I don't have a tension calibrator yet - but it's on my list of things to get. I like the constant pull so far, though. When I'm doing the mains I can see it drop by 0.1 to 0.5 pounds of tension as I adjust the string to straighten it out, but then it quickly pulls again to get back to the set tension. I can see the tensioner rotate slightly. There's a video on the SPTennis.com website somewhere that shows the constant pull tech in action.

 

[skraggle]

I also had a great customer service experience with my SP ball machine...that company is really smart and knows how valuable positive repair experiences are...nice work, Silent Partner!

 

[max]

I'm impressed; good stuff.

 

[Two Fister]

I, too, have had excellent customer service from Silent Partner.

I have their Aria and their Pro Ball Machine. I'm very happy with both products.

 

[devilish_duke]

jamauss and topknocker, the customer service sounds great. I'm looking for a stringer myself, although not one as expensive (to me) as the Aria. I'm looking at either the e.stringer CL or FL, and I was wondering if either of you or anyone else reading this had ever had trouble with the power source causing twitching or uneven pulling? Thanks a bunch!

 

[barry]

No offense, but you were shipped a machine which was either broke or damaged in shipping. CS sent you replacement parts, you fixed the machine, and they were just doing what they are paid to do. To me, I would praise them more if I did not have to call them at all, especially on a new machine.

I mean I could praise Eagnas, after 400 or so string jobs on my drop weight, the clutch spring broke. The owner answered my questions and said all you need is a spring, not the whole assembly. I bought the spring, he told me how to install it, and 3 days later was back stringing. And yes it was 3 years after the sale, so maybe the Eagnas owner should get praise!

Just my take, overall I think the Aria is the best electronic machine on the market for under 2K am will be buying one soon. Hope I don't have to write a praise letter!

 

[Two Fister]

No offense, but you were shipped a machine which was either broke or damaged in shipping. CS sent you replacement parts, you fixed the machine, and they were just doing what they are paid to do.

Maybe, but it seems like so many companies are NOT "just doing what they are paid to do." And some companies will do what they are supposed to do only after a lot of convincing on the consumer's part. Many companies will imply that it is the fault or problem of the consumer during discussions about the problem. They might make you feel like they are doing you a favor to take care of the problem.

My experience with Silent partner is that they didn't ask accusatory questions, when I had a problem with the charging unit of the ball machine, they just sent me a new one with express shipping (their dime). They also gave me no hassle and were very helpful when I complained about the grippers on the tensioner. They immediately sent me a new one and told me how to replace it. And they did this with the perceived attitude that they just wanted their products to perform well and me to be satisfied with them.

I think Eagnas should be praised for sending you the spring after three years. That's an example of good customer service, to be sure.

 

[kaztennis]

Maybe, but it seems like so many companies are NOT "just doing what they are paid to do." And some companies will do what they are supposed to do only after a lot of convincing on the consumer's part. Many companies will imply that it is the fault or problem of the consumer during discussions about the problem. They might make you feel like they are doing you a favor to take care of the problem.

My experience with Silent partner is that they didn't ask accusatory questions, when I had a problem with the charging unit of the ball machine, they just sent me a new one with express shipping (their dime). They also gave me no hassle and were very helpful when I complained about the grippers on the tensioner. They immediately sent me a new one and told me how to replace it. And they did this with the perceived attitude that they just wanted their products to perform well and me to be satisfied with them.

I think Eagnas should be praised for sending you the spring after three years. That's an example of good customer service, to be sure.

I totally agree with Twofister. Of course if everyone got the purchased item in the right condition, no one would complain and it's not even worth praising since people would think that's the way it should be BUT it's just that some of the stores out there don't even provide the customer with a good customer service or the least customer service they should be providing.

 

[vinouspleasure]

<delete this please>

 

[vinouspleasure]

great story on your customer service.

No offense, but you were shipped a machine which was either broke or damaged in shipping. CS sent you replacement parts, you fixed the machine, and they were just doing what they are paid to do. [/COLOR]

Well, not every company has such great customer service. While I agree with your premise that it would be great not to have to avail onself of customer, service, its nice to know its available if you need it.

to me, I would praise them more if I did not have to call them at all, especially on a new machine. I mean I could praise Eagnas

And you do, every chance you get, whether the thread is about eagnas or not.

Statistically, a small number of stringers are going to be damaged upon arrival, regardless of the manufacturer. If one is unlucky enough to receive a damaged stringer, its nice to know that your manufacturer will fix the problem.

A quick, unscientific search over the last couple of years for customer complaint threads in this forum leads me to believe that there are more complaints about eagnas customer service than all the other manufacturers combined.

Does this mean people shouldnt buy eagnas? No. It means that you have to consider this risk when opting for a lower price solution.

 

[barry]

great story on your customer service.



Well, not every company has such great customer service. While I agree with your premise that it would be great not to have to avail onself of customer, service, its nice to know its available if you need it.



And you do, every chance you get, whether the thread is about eagnas or not.

Statistically, a small number of stringers are going to be damaged upon arrival, regardless of the manufacturer. If one is unlucky enough to receive a damaged stringer, its nice to know that your manufacturer will fix the problem.

A quick, unscientific search over the last couple of years for customer complaint threads in this forum leads me to believe that there are more complaints about eagnas customer service than all the other manufacturers combined.

Does this mean people shouldnt buy eagnas? No. It means that you have to consider this risk when opting for a lower price solution.

Don't know about you, but when I order and receive something, I expect it to be in working order, not broke. That is not a positive experience for any new customer. Maybe you are different, and this is an acceptable service level for you, but it is not for me. I posted my experience with Eagnas, which I think was a much more positive experience! If you want, I can tell you some very positives CS I have had with Prince and Wilson, since you READ Eagnas CS is not reputable.
Maybe you can tell us some of your experiences with CS. I called once in 4 years and CS solved my problem, to me that is a testimony in itself!

 

[vinouspleasure]

Don't know about you, but when I order and receive something, I expect it to be in working order, not broke. That is not a positive experience for any new customer. Maybe you are different, and this is an acceptable service level for you, but it is not for me.

we agree! we both prefer not to get shipped broken equipment. Great that it didn`t happen for you. The point is that it happens with every company. Once it happens, some companies handle it better than other. This is true in every industry. My assertion, based on the posts in this forum, is that Eagnas handles it worse than any other manufacturer.

Do you agree or disagree? I would really appreciate an answer to that one.

I posted my experience with Eagnas, which I think was a much more positive experience!

yup, over and over and over again. In threads that have nothing to with Eagnas. Like this one!

Maybe you can tell us some of your experiences with CS. I called once in 4 years and CS solved my problem, to me that is a testimony in itself!

I did so. Once.

Again, I don`t think Eagnas is a poor choice. Its just a factor to consider when making a choice.

 

[barry]

we agree! we both prefer not to get shipped broken equipment. Great that it didn`t happen for you. The point is that it happens with every company. Once it happens, some companies handle it better than other. This is true in every industry. My assertion, based on the posts in this forum, is that Eagnas handles it worse than any other manufacturer.

Do you agree or disagree? I would really appreciate an answer to that one.




yup, over and over and over again. In threads that have nothing to with Eagnas. Like this one!



I did so. Once.

Again, I don`t think Eagnas is a poor choice. Its just a factor to consider when making a choice.

On the Eagnas issue, I can only post my experience, I purchased a machine from them, the clutch spring broke 4 years later and they sent me a new one. Have you had any experiences with Eagnas, or just something you READ?

If TW ships me a broken racket, should I expect a new one, and praise them for sending it? LOL

Thought the discussion was about CS and what a customer should expect, guess you have an issue with Eagnas, so deal with it!

 

[vinouspleasure]

On the Eagnas issue, I can only post my experience, I purchased a machine from them, the clutch spring broke 4 years later and they sent me a new one. Have you had any experiences with Eagnas, or just something you READ?

No, I think you can say a little more than that. Lets say a car company releases a new car. You get one and it works great. But you read in the newspaper other peoples are exploding.

A friend of yours is thinking about buying the car and ask for your advice. Do you say `I can only tell you about my experience` or do you say, `Mine is great, but you might want to be a little careful, I heard other people`s are exploding?

You have read most of the posts in this forum. Yes, you`ve had a great experience with Eagnas but why deny the evidence before you? I don`t get it...

Thought the discussion was about CS and what a customer should expect, guess you have an issue with Eagnas, so deal with it![/QUOTE]

If I had an issue with Eagnas, I`d have said `Dont buy from Eagnas`. Instead, I said `Consider the poor customer service if you buy from Eagnas but the price may be compelling`.

To answer your other point, I have no experience with Eagnas cs. I have just READ (as you put it) other people`s posts. Do you think when consumer reports rates customer experience they say `lets go out and buy a million toyotas` or do you think they READ surveys of other peoples experience?

 

[barry]

No, I think you can say a little more than that. Lets say a car company releases a new car. You get one and it works great. But you read in the newspaper other peoples are exploding.

A friend of yours is thinking about buying the car and ask for your advice. Do you say `I can only tell you about my experience` or do you say, `Mine is great, but you might want to be a little careful, I heard other people`s are exploding?

You have read most of the posts in this forum. Yes, you`ve had a great experience with Eagnas but why deny the evidence before you? I don`t get it...

Thought the discussion was about CS and what a customer should expect, guess you have an issue with Eagnas, so deal with it!

But let’s forget Eagnas, Wilson, and Prince and get back to the topic. I could give you a disaster story on an Alpha Apex.

A customer purchases a top of the line machine from SP, when he receives it, it was broken. If you have ever strung on an Aria, assume you have not, you would know the plastic is pretty tough not flex wrap. SP CS sent him parts and talked him through how to fix it. After stringing on an Aria, my concern is what else was jolted loose or broken? It takes a pretty heavy jolt to crack the plastic shown in the pictures. I would have sent it back and asked for a new one!
I don’t praise anyone for sending a broken machine, either due to the manufacturer or shipper. Praise should be reserved for support after the sale. Maybe a year or so down the road. New merchandise should be replaced at the shippers expense, at least this is how I do business.

 

[Two Fister]

SP CS sent him parts and talked him through how to fix it. I would have sent it back and asked for a new one

I believe they offered jamauss a replacement machine but he elected to just get the cover instead.

 

[sharkey10s]

But let’s forget Eagnas, Wilson, and Prince and get back to the topic. I could give you a disaster story on an Alpha Apex.

A customer purchases a top of the line machine from SP, when he receives it, it was broken. If you have ever strung on an Aria, assume you have not, you would know the plastic is pretty tough not flex wrap. SP CS sent him parts and talked him through how to fix it. After stringing on an Aria, my concern is what else was jolted loose or broken? It takes a pretty heavy jolt to crack the plastic shown in the pictures. I would have sent it back and asked for a new one!
I don’t praise anyone for sending a broken machine, either due to the manufacturer or shipper. Praise should be reserved for support after the sale. Maybe a year or so down the road. New merchandise should be replaced at the shippers expense, at least this is how I do business.

Barry, what about those people that HAVE POSTED on here with BAD experiences with Eagnas. What advice can you give those owners? Or to the ones thinking about it. You talk about an Apex disaster story, is that an Apex that you bought or that you READ?? SP offered to do the right thing and that speaks volumes, they didn't get hassled did they?

 

[barry]

Barry, what about those people that HAVE POSTED on here with BAD experiences with Eagnas. What advice can you give those owners? Or to the ones thinking about it. You talk about an Apex disaster story, is that an Apex that you bought or that you READ?? SP offered to do the right thing and that speaks volumes, they didn't get hassled did they?

All I can say is this is my 3rd machine, and after 7 years use the machine works as well as the day I purchased it. While you are off in the I READ world, I have been out trying out machines. Interesting how many people own stringers and are willing to let you string a racket. What I have discovered is a lot different than what you read on this board. Make you wonder who is posting?

The Alpha disaster was real, do a search and you will find the post.

 

[Audiodude]

All I can say is this is my 3rd machine, and for 7 years now no problems. While you are off in the I READ world, I have been out trying out machines. Interesting how many people own stringers and are are willing to let you string a racket on them.
The Apex diaster was real, do a search and you will find what was wrong. Hopefully you can READ how to do a search!

The Apex disaster that you read about was real. Perhaps, the Eagnas disasters that others read about are real too.

 

[barry]

The Apex disaster that you read about was real. Perhaps, the Eagnas disasters that others read about are real too.

The Apex disaster was posted last year, take a look at it. I was involved and did many of the tests and help resolve several problems. I wouldn't know about the Eagnas disasters since I personally was not involved with them. Maybe you can catch us up to date with your recent experiences with Eagnas, or are you just parroting the same old messages you READ.

 

[Audiodude]

The Apex disaster was posted last year, take a look at it. I was involved and did many of the tests and help resolve several problems. I wouldn't know about the Eagnas disasters since I personally was not involved with them. Maybe you can catch us up to date with your recent experiences with Eagnas, or are you just parroting the same old messages you READ.

I've already documented my personal experience of my purchase of a Hawk 80. You're free to do a search, if you like.