Issue with Scor/Ben Hogan Golf-Help

[slammy01 9]

TLDR: I'm hoping someone here can put me in contact with someone at Ben Hogan Golf to help me find a missing Scor Wedge that had an assembly/manufacturing error. I haven't been able to get a response from anyone.

 

Fully Story: Back in late April I finally decided to pull the trigger and get a set of 4 Scor wedges (47,51,55,59) and I've really enjoyed playing with them. Unfortunately, when my 55* wedge was shipped to me it had something loose in the hosel/shaft that caused it to make noise and produce weird vibrations when I hit it. I had the clubs for about a week (late June) by this point, emailed Scor/BH and got a phone call from customer service the next day. We talked through the problem and I was told to pack my club up in the box and that the returns department would send me a shipping label. This was the first hang up.....I waited 3 days before contacting my Scor/BH POC because someone had forgotten to send me a shipping label. I finally got my shipping label on 3 June and was able to ship my club the next day. I followed the tracking number and saw that it arrived in Texas on the 8th. Now I started to patiently wait for news of my beloved SW. 

 

Fast forward to 24 June and I'm emailing my POC at Scor/BH asking where my club is and when I can expect to get it back. A week goes by with no response and I see that the Scor website is shut down so on 1July I tried the contact request form for BH and again got no response. I tried calling during business hours late on the 2nd and early today and couldn't get anyone to pick up. Needless to say I'm a little disappointed in this whole thing and I just want my club back.....I don't even care if they fixed it, I'll do the work myself at this point. The MSG community is reviewing the BH FT15 Irons right now so I'm hoping someone out there might be able to put me in touch with someone who can help me.

 

If anyone from BH/Scor reads this my Scor Order number was 17408 for reference. 

[Johan Rens 24]

Ben Hogan Golf Equipment Company
685 John B. Sias Memorial Parkway Suite 515
Fort Worth, Texas 76134

Customer Service: 1(844) 53-HOGAN

1 (844) 534-6426

Mon-Fri: 8AM-5PM (CST)
Sat-Sun: CLOSED

Email: info@BenHoganGolf.com

 

@BenHoganGolf (Twitter)

[slammy01 9]

I've already tried that contact info, I couldn't get an email back and noone answered the phone when I called so far.

[MattF 10,389]

I've already tried that contact info, I couldn't get an email back and noone answered the phone when I called so far.

 

Not being a smartarse, but were you trying to call at 8 or so your time (EST). CST is an hour earlier.

 

Just a thought as you didn't say what time you called.

[slammy01 9]

I'm in central time and I called around 9AM. 

 

I got a hold of them yesterday through Facebook. The guy who get customer service calls is on the road a lot so he said he can't always answer the phone immediately. 

[jaskanski 1,276]

Doesn't sound like much of a customer service to me. Sure, everybody has busy days but for customer service they really need to pick up calls and answer emails. It's their job after all - and it ain't exactly rocket science.

This is exactly the kind of image I feared for the resurrected brand - frankly, the brand needs to try harder to get anywhere near their previous best.

I hope it works out for you.

[slammy01 9]

I just got a resolution from them a few hours ago. They claim their returns department never received my club which is weird because I got updates from Fedex to my phone until it delivered back to BH golf. Fedex doesn't seem to keep the shipping labels and tracking numbers available after a certain period of time (30+ days). I forwarded my original Fedex email to BH so they can hopefully figure out what happened. At some point along the way it got lost (I suspect someone in the returns department mishandled it) and are they making me a replacement club to ship out right now, so I do appreciate the effort to make things right. 

 

That said, the thing that bothers me the most is that I've had to be the one doing all the follow up communication to fix their defective club assembly. Maybe I have high expectations, but I was hoping someone would follow up with me periodically while I represented an unresolved customer service complaint. If I hadn't been persistent, it seems likely that I never would have gotten my club back.

 

The funny thing is that I love the Scor Wedges I do have so much that I'm still pretty excited to read the reviews from the guys here at MGS on the BH Irons and may still consider getting a set in the future. I just know now to go ahead and void the warranty by doing work on them myself....I'd rather not go through the trouble of sending clubs back to them again. 

[fozcycle 12,426]

Glad you got the issue resolved....

[revkev 22,867]

Glad it was resolved. My dealings with SCOR were always prompt and courteous.

[Sschaffer24 1,046]

Wow I completely missed this thread. Sorry I didn't post in here earlier to try and help you man.

 

As for their customer service, I had a completely different experience when I gave them a call. My experience was some of the best I've had with a company honestly.

 

I don't know who you were dealing with, but if you go to purchase a set of clubs through the company (see Ben Hogan review thread where I and a few others will be posting our reviews in next Monday to see whether you should or not!) but get ahold of Frank Walley. He was the rep I worked with and did a phenomenal job!

 

I hope that they resolve your problem to full satisfaction because being a tester myself I would love for our community to judge this company based on their product rather than a bad experience. I know it all matters, but I strongly recommend getting in touch with Frank with any concerns.

 

Hope the replacement works as well as the other wedges.

[slammy01 9]

Update:

 

I thought things were resolved a few weeks ago when I finally got in touch with BH. They said there were going to send me out a replacement club. It's been two weeks now and I haven't gotten anything in the way of communication or mail from them. 

 

One of the forum members was kind enough to give me an alternate contact within BH so I'm going to try working through them.

 

I'd like to give the BH irons a try but all this is making me seriously reconsider whether that's a good idea or not. 

[slammy01 9]

Good news!!!! My quest has finally come to an end. BH didn't have any SCOR heads laying around so they built me a 55* TK 15 wedge and it arrived today. I'm excited to see how it performs in relation to my existing SCOR wedges, it looks pretty close in design so I'm hopeful it will be a seamless flow through my wedges. 

[Sschaffer24 1,046]

Awesome! Please report back to us how it works out for you! We would love to hear!

[mizuno_lover 546]

Wow Slammy what a saga.  Glad is was resolved and had a happy ending.  I have to say that you're more patient than I am.

[slammy01 9]

Wow Slammy what a saga.  Glad is was resolved and had a happy ending.  I have to say that you're more patient than I am.

 

Thanks mate, most of my patience was founded in the superb performance of the other 3 SCOR wedges I have and am using.    

 

That said, a little disappointed overall in the fact that it took 2 months to get a club back for an assembly error. I've been thinking about an upgrade from the MP-60's I have right now to either the MP-15's or an MP-25/MP-5 Combo set in the fall. The Hogan's were in the mix for a demo but I'm leaning on no due to the bad taste that yet lingers in my mouth. If I can get a trial set of 3 clubs I'll give them a try but there's no way I would drop the money to get a set blind like they are currently offering. 

 

If there's one thing I really like about the TK wedge so far, it's the feel of the Lamkin grip they use. It's soft without being squishy and super tacky. Regardless of what I end up thinking about the club, I'm probably going to get the Lamkin ACE 3GEN's on my set next time I regrip.

[Kenny B 24,961]

Any thoughts on how it plays distance wise and flight characteristics compared to your 59 and 51?  Gaps OK?

[slammy01 9]

Any thoughts on how it plays distance wise and flight characteristics compared to your 59 and 51?  Gaps OK?

 

I'll see how it does out on the course, but from hitting a few balls after work yesterday its playing very similarly to my SCOR 55* in terms of flight and distance. A smooth shot is right in the 105-108 yards carry for me leaving a nice 8 yard gap between my wedges. As far trajectory, it's probably close to my 51 than my 59. My stock wedge shots tend to be on the mid-low side but I have enough control to throw it super high up in the air when I need to. 

 

I'll see if I can post a more in-depth review this weekend.

[RoverRick 1,557]

I had an issue with a Scor Wedge, and I sent an email to info@benhogangolf.com at 12:15 today. At 12:39. I received a phone call from Barry and the issue was taken care of.

 

That's pretty good customer service.

[Kenny B 24,961]

I had an issue with a Scor Wedge, and I sent an email to info@benhogangolf.com at 12:15 today. At 12:39. I received a phone call from Barry and the issue was taken care of.

 

That's pretty good customer service.

 

I haven't heard from Barry for quite awhile, but when I ordered my SCORs, he was quick to answer all of my questions.