Titleist / Golf Galaxy -----------Customer Svce or Lack thereof!

[KB McCool]

I bought a new $500+ Titleist 917 D2 Driver on 10//28/16.  I have used it through the winter and also a few weeks ago purchased an New Callaway Epic for my second set of clubs from Golf Galaxy.. Today I was out playing a round with the Titleist and decided to adjust the head... I took out their trusty torque wrench and turned it.....much to my dismay I snapped the bolt that holds the head on in two pieces. I called Golf Galaxy in Indianapolis and they said bring it on in so they could see if they can fix it.  So I drive 25 freakin miles one way.. and they said they don't have any extra bolts to replace the one I had that was broken.. They said that they could turn in the Driver as a warrantee but they didn't have a 12 degree hd to replace it with.. then they said they could replace the whole club as a defective item and give me a Epic............. then after 1.5 hours they said they had to send the defective club to Titleist  so they could inspect the defect.???????????? WTF is wrong with this picture??? Doesn't Titleist "trust" their representatives enough to make this judgement call??  A bolt broke, they had no replacement etc.. 

Now I will be without a new driver not because of anything I did wrong.. for at least 3 freakin weeks.. I am done with Golf Galaxy and Titleist forever.. 

This whole mess could have been handled IF they had a few extra bolts in stock (no more than $4 cost) or if Titleist would have had the courtesy to trust their vendor Golf Galaxy.. BUT NOOOO ..... they must have a stinkin bolt in their facility to inspect in order to replace.. 

In defense of Golf Galaxy they did offer to give me a loaner for a few weeks but that would mean I would have to drive another 50 mile trip to return it.. 

[silver & black]

I understand being upset with Golf Galaxy, but what does Titleist have to do with it, other than the bolt broke? If your done with Titleist because the bolt broke, okay, but sometimes thing s just break..... on any manufacturer's stuff.

[JAGolfore]

I looked at both of my go to places for replacement components and neither has the adaptor with the bolt. You could try a hardware store but I am not sure you'll find what you need. But you never know. I looked at both golfworks and Hireko.

 

 

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[null]

Pretty normal. You bring the damaged club into the authorized retailer and they send it to the manufacturer for you or you contact the manufacturer directly.

 

This goes for golf goods or other products as well

[KB McCool]

My problem is that because a dealer didn't have the sense to have at least one replacement bolt and because the mfg doesn't trust it's dealers opinion I have to wait 3 to 4 weeks to get my driver back... for a small little bolt??? 

[Jmikecpa]

Pretty normal. You bring the damaged club into the authorized retailer and they send it to the manufacturer for you or you contact the manufacturer directly.

 

This goes for golf goods or other products as well

Pretty much the same process for all major OEMs. Callaway is one of the few that even let the consumer sent in warranty issues directly. I have used the Titleist warranty department a few times and they have been great.

 

 

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[BIG STU]

This may come from my dirt track racing days and hot rodding days but I keep spare parts. When I had a custom Hathaway driver (which they do not make any more) it was my first adjustable driver. Now a friend of mine was a dealer so I ordered a couple adaptors and screws. Now when I got my Titleist 915 I went ahead and did the same thing. I got my GM to order it for me from Titleist. Now tonight I have been looking on the net because I just got a Homna G1X driver and it uses a system like none else. I am probably going to order the bushing screw and extender for it and both screws.

[djahubes]

Call titleist directly, they are pretty responsive

 

 

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[hckymeyer]

Just curious, why didn't you ask if they had the bolt when you called them before driving over there?

 

 

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[hckymeyer]

Also...They offered to fix it, offered to replace it, offered to let you swap to a new driver and offered a loaner.  How is that bad customer service?  Yeah I get it sucks they happened to be out of stock, but it sounds like they went out of their way to satisfy the customer and because it's not your next door neighbor you are bashing them.

[djahubes]

You could also buy a new hosel adapter and use the screw from it

 

https://www.amazon.com/SureFit-Adapter-Sleeve-Titleist-Driver/dp/B00UDR4YC0

 

Cheaper on ebay

 

 

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[Mr_Theoo]

Also...They offered to fix it, offered to replace it, offered to let you swap to a new driver and offered a loaner. How is that bad customer service? Yeah I get it sucks they happened to be out of stock, but it sounds like they went out of their way to satisfy the customer and because it's not your next door neighbor you are bashing them.

And this is EXACTLY what is wrong with today's customer. They expect a store to bend over backwards twice for them no matter the situation.

[BigtazzGolf]

Agree the experience is troublesome, but GG tried to resolve it.

KB you said you bought an Epic for your second set. So why not play it till the Titleist is fixed?

Gonna have to side with the store on this one.

Good luck with it.

 

Tazz

[KB McCool]

In response to one person... I did call them first and they said they didn't know if they had an extra bolt and I would have to drive 25 miles to find out.... and they didn't have it in stock... 

[null]

In response to one person... I did call them first and they said they didn't know if they had an extra bolt and I would have to drive 25 miles to find out.... and they didn't have it in stock...

So you're basically complaining about that, but you would have had to gone their anyway to drop yourself club off for them to ship to Titleist... so....

[numberonecoog]

Yea. The store offered to do a ton for you. Its not GG fault your bolt broke. They tried to stand by the product they sold you just didnt have any of your spec in stock. If I were GG I wouldnt keep the bolts in stock either because they dont expect that kind of stuff to happen and when it does happen Titleist fixes it. Why would the keep stock of bolts for every manufacturer. They followed protocol and are just doing what Titleist tells them to do. Your anger should be directed towards Titleist. They are requiring the head be sent back and the are the ones that made a product that the bolt broke off of.

 

Its like being mad a lowes when your kenmore washer goes out. Except lowes offer you a replacement of another washer thats a different brand of same quality. then says you can use our demo washer for 3 weeks. 

[Jonnythec]

Tm and Adams have the best warrantys. They will replace on the spot where I'm from. Even if you bought it second hand. Guy I know destroyed his sldr driver and they replaced it with a new m1. They are the most reliable in my opinion!

 

 

Sent from my iPhone while sitting at the 19th hole.

[Severtheties]

And this is EXACTLY what is wrong with today's customer. They expect a store to bend over backwards twice for them no matter the situation.

AND one of the main reasons I got out of retail 6 years ago...I'm sure the same is true for you.

[chisag]

... I did the same thing with my SLDR and PGA Super Store didn't have any bolts either. They gave me a loaner and TM shipped a new one. It was the wrong bolt so TM/SS replaced my SLDR with a new one. I agree with most posters that GG bent over backwards to try and please a customer. 

... If the OP wants to blame someone, make it the dishonest people that try to pull a fast one on OEM's and get a replacement for dropping a club on a cart path or slamming to into a tee marker or a thousand other ways they break a club and expect the OEM to just replace it sight unseen. I certainly don't blame Titleist for wanting to make sure it is a warranty issue. 

[KB McCool]

I had a nice phone call from the manager at Golf Galaxy as he was not there when all this happened and he was extremely nice to me and said he will follow through with all this and I feel he was very sincere and thanked him for his efforts on my behalf.  He said he will get back with me on a more expedient method of solving my problem.. 

[KB McCool]

if I had known they didn't have the bolt I could have shipped the head to them in lieu of driving 50 mile round trip

[KB McCool]

I just received a call from Ryan the Mgr of Golf Galaxy and he said that he will take care of me with a Callaway so I don't have to mess with Titleist on this.. and I told him he went above and beyond great service for me on this.. I am very grateful the manager saw my side of the story and was so kind and helpful in this situation.. 

[BIG STU]

Agree the experience is troublesome, but GG tried to resolve it.

KB you said you bought an Epic for your second set. So why not play it till the Titleist is fixed?

Gonna have to side with the store on this one.

Good luck with it.

 

Tazz

Funny thing you mentioned the Epic--- My running partner Bear just bought one and I was looking at it closely Monday. I swear it looks just like the one in my 915. We have not got around to testing that theory-----yet