Customer Service

fsav · March 8, 2012

Hi All,

I just wanted to give a shout out quickly to one of the best customer service units I have dealt with in my lifetime.

now there has been some questioning between the marketing aspect of taylormade and the "other" OEM's not particularlly pulling their weight to push the envelope (fully agree) but I would have to say Callaway is making splashed in Customer service.

I am making this statment fully on my dealings with Callaway tech support on the GPS side of the world and have not fully been through anything from a club or apparel standpoint considering i just don't play or wear anything in their lines.

That said, my original upro, which has since been outdated with new technology, went bad on me after three years (wouldn't connect to my PC). I thought to myself great there's $300 down the drain time to reinvest. Before doing so i called the tech support team and asked them if there was a way to troubleshoot not knowing the extent of the issue. The immediate response was something I was none too familiar with.

The tech said I am sending you an email with a packing slip, send the original with the usb back to us, and if we can't repair it we will send a new upgraded version. dumbfounded I thought there was some kind of "BUT" coming. since most of my recent customer service interactions would have suggested a snippy remark and bascially the phone call ending in me shouting and hanging up and spending more money on another product I can say pleasntly this wasn't the case. on top of that they upgraded my account to the ulimited pro mode view which gives a fly over and a satellite vie wof the course you are playing.

Callaway sent me my new device yesterday, in which, I was thinking hey if they went that far and replaced the device for free; I had also bought accessories specific to that device I wonder if they would exchange those too....

No lie I called and they sent new accessories to match the current ones I had. to boot, the rep said Frank is there any other accessories you see that you would have preferred or purchased for you new device. I said you know what the travel case is pretty cool too and he said we will throw that in for your inconveience.

this is by far the greatest experience I have ever encountered without getting heated or screaming at a rep who just wouldn't except a faulty product...Albiet this product was outside the warranty range and not faulty by the life expectanies of these items. I was fully expecting to leave the call with my tail between my legs and credit card swiped for a new device...

Anyone else have this interaction with Callaway customer service?????

Tony Covey MGS · March 8, 2012

I've dealt with Callaway on a few occasions myself (Pre-MyGolfSpy), and have had several friends do the same.

What I'm hearing from you is, refreshingly, nothing new to me. In my dealings, they've replaced heads, shafts, and like you, a uPRO. I've heard countless times from golfers who have received no-charge replacement products from Callaway long after the warranty has expired.

Tyk · March 11, 2012

That's great that you had a good experience. Callaway has had a LOT of trouble with those U Pros, I think they basically recalled all of last year's models due to them being defective. They're probably trying to do as much damage control as they can after that.

I recently had my 2 year old Skycaddie SGX fail on me and had to pay $75 for a replacement exchange, which I was happy with given that it was out of warranty, but Callaway's free beats SGX's $75!

GolfSpy Barbajo · March 11, 2012

That's great to hear...usually customer service in any business is an oxymoron. But in such a competitive atmosphere it's smart to take such a pro-active, pro-customer approach. Usually you get that kind of service only if you complain long and hard. Good for you and good for Callaway!