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 Posted: Fri Jun 22, 2012 2:38 pm
Basically what happened is that my brother went to a new place to get his tennis racquet re-strung, and the moment he got it back, the frame of the racquet broke as soon as he hit a couple of shots. The coach immediately knew it was because of the stringing job, because the tension was too high. I mean, I've seen lots of strings broken, and whatever, no big deal, but the frame of the racquet broke. I've never seen anything like it. If it were a bone broken, it would have been an open fracture. It was incredible. Unbelievable.
The shop's been putting off my mom, so she handed over the reins to me to give it a shot.
Me: Hi, I'm calling about a racquet we dropped off. It's been about a week since we last heard from you, so I wanted to check in.
Other Guy: [blah blah blah, formalities, blah blah blah]
Other Guy: Right, we still haven't heard back from Head [a brand of tennis racquets], which is why we haven't called you yet.
Me: I see. Why are you waiting for a call back from Head? Weren't you the ones who strung the racquet?
Other Guy: Well, you see, after we talked to your mom, we went to check, and the machine was properly calibrated and everything. So it wasn't because of a problem with too much tension. We think it might be a design defect, and we wanted to hear back from Head to see if they've had any other similar problems. [AKA you'll never hear back from us.]
Me: All right. But it was only right after we had the racquet strung with you that the racquet frame broke.
Other Guy: Right, but we've inspected the problem, and it couldn't have been the stringing. The only way it could have been broken...
Me: Yes?
Other Guy: ...was if the racquet frame had already been broken like that when we got it.
Me: ............................................You're saying that our racquet was already broken like that when we brought it in.
Other Guy: Yeah-
Me: REALLY NOW.
The conversation just went downhill from there. I honestly hadn't expected such a response, so I was basically stumbling for words, and I found sarcasm as a replacement. Not the politest I've ever been, but I've never been trolled so hard.
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Posted: Fri Jun 22, 2012 4:04 pm
Could you try talking to the person who took the racquet the first time face to face? If they pull the same stunt try asking for time estimates and whatnot.
Or complain to corporate about their customer service, that might get you somewhere if nothing else is working. D:
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Posted: Fri Jun 22, 2012 7:23 pm
As a person who works in customer service, I hardly ever say this, but.....
Demand to talk to a manager. If that doesn't work, get the company's head office number.
All I ask is that you speak to the manager in a calm, clear and conscience manner. They are more likely to help resolve your issue if you treat them like people.
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