Disassociated. So lonely!

[jay65]

Hi guys. I'm really not here to start a heated debate either way on this. Because I hope that whatever side of the fence you sit, that you can all take it in the light hearted amusing way that I have taken it. In fact it has become funnier during the day the more I have re-read it, that I had to share it with the rest of the community here for entertainment purposes only.

 

Can I just give some background to this situation to put things in some context.

 

I have been an on/off Titleist player or almost 30 years now, and like most manufacturers and indeed Golfers have found them to have some brilliant products and some not so good ones. I have also had some good customer service experiences and some bad ones, but through it all, I have remained pretty loyal to the brand with only the odd straying of loyalty along the way for the odd product or two.

 

I have always tried to remain even handed with both my praise for the brand when it is warranted, but also with constructive criticism when I felt it is needed to improve both the brand and customer experience (whether they listen or not is obviously a whole different matter).

 

However, to cut a long story short, I was booked in with my fitter this week to try out the new 716 range of irons after my fitter was assured by Titleist his Demo kit would be with him to start fitting from Oct 5th, even though I had already pre-ordered, I took a day of work (I'm self employed by the way), but on the morning of the fitting my fitter calls me to say that his Demo kit had not arrived. Even though he had been told that it would be there by Titleist. He had contacted Titleist to resolve this issue and they simply gave him some old info about it simply being delayed but without any apology to him or me.

 

I did no more but wrote an email to Titleist asking them why their Demo kit to my fitter had been delayed and raised the personal circumstances involved. It was a relatively tongue in cheek email to them just letting them know that it had caused me some inconvenience.

 

Anyway, this morning, this was the reply I received:

 

In order to find out the reasons on the delay in shipping the Demo Kit to Mr D******* you will need to speak to him directly as we can not go into the reasons why with yourself.

 

As per previous communications with yourself over the last few years and the constant criticism of our Brand, the people and our processes, we would like to remind you that we have disassociated ourselves from you due to your derogatory comments.

 

We feel as a brand it is only courteous to respond to your email, but our stance has not changed and we feel in whichever way we try to resolve any issues with yourself it just is not good enough for you and perhaps Titleist is not the brand for you.

 

I can confirm this will be the last communication from us on this matter and we will not be responding to any additional emails/calls/letters.

 

Kind Regards

 

Ben

 

UK Consumer Information

E: ukconsumer@acushnetgolf.com

 

After re-reading the above email from Titleist it has become more a great source of amusement to me, and smacks of 'I'm taking my ball home'. Also, I have never heard of a customer being disassociated from a brand. Visa versa, yes, but I cannot for the life of me how they propose to disassociate themselves from me, because if I go into my Pro shop and order any Titleist product, does Titleist know it's me that's buying it? Haha. And if I was determined enough, it's so easy nowadays to simply set up a new email address and assumed name if I really wanted their attention that badly.

 

Sorry guys, but I found this response from them to be so funny and somewhat immature, and whatever you think, that you find it equally as entertaining and it makes you giggle too.

 

By the way, I still think Titleist generally make a superb high quality product, and always will, in spite of my brand loneliness. :taunt:

[IHIeavensent]

This is really unbelievable. I've never seen anything like this. That email is riddled with grammatical errors, too. It almost looks fake to me...

[jay65]

[quote name='IHIeavensent' timestamp='1444237437' post='12423034']
This is really unbelievable. I've never seen anything like this. That email is riddled with grammatical errors, too. It almost looks fake to me...
[/quote]

What? His email? or my Post? Hahaha. I can swear to you that this was the reply that I received from Titleist UK Customer Services this morning. Amazing isn't it? My Fitter/Pro is equally shocked and flabbergasted, so perhaps in one way, I was a little premature in my post until he gets to the bottom of it, but I'm sorry if that's the case, but I was desperate to share it's comical content with you guys.

[Kenny Lee Puckett]

"as per previous communications with yourself over the LAST FEW YEARS and constant criticism of our Brand"

I'd would LOVE to hear Titleist's version of this saga....

[eagle1997]

[quote name='jay65' timestamp='1444237211' post='12423018']

[size=4][b]As per previous communications with yourself over the last few years[/b] and the constant criticism of our Brand, the people and our processes, [b]we would like to remind you that we have disassociated ourselves from you[/b] due to your derogatory comments. [/size]
[/quote]

can you explain the above bolded sections of the email?

[Lord Helmet]

So whats the constant criticism Titleist Ben speaks of? They have a file on you?

[MtlJeff]

How tongue in cheek was this email to titleist? It must have been the tongue'iest, cheeki'est, in'est...email ever

Because that is the most ridiculous response I've ever seen from a customer service rep ...

I mean most companies you could kidnap their kid and they're still required to be cordial with you

[IHIeavensent]

No, not your post here Jay. The response from the "Titleist" rep.

[jay65]

[quote name='Lord Helmet' timestamp='1444237983' post='12423074']
So whats the constant criticism Titleist Ben speaks of? They have a file on you?
[/quote]

Haha. Maybe they do yes. That's even funnier.

Seriously though, as I outlined, I have criticized the brand on more than one occasion over the odd marketing issue and the odd specific product issue, but as I said, I have also been glowing about Titleist too over many issues. Unfortunately I don't think the positive posts on here or to Titleist direct, and therr has been many, for example my positive experience of a Titleist Fitter at Celtic Manor for my 915's, he was awesome and I let them know, and also asked my Pro to personally thank th rep for organizing this for me. None of these positives appear to have gotten through to them by the look of it. Either that or they choose to ignore the many positive comments I have bestowed. I can't even post anything on Team Titleist anymore, purely because I made some comment about whether it was a bonafide forum for the discussion of Titleist products and experiences, good and bad, or whether it was simply a self congratulatory back patting forum? For that, I was banned. Lol.

[eldog-in-the-hizouse]

Wow. I'd love to know what they think you have done or said over the years! I read a lot of your posts on here at GolfWRX, I can't remember any Titleist bashing...

[blav28]

There's a side of the story not being told here.

[highergr0und]

Ah, they fired you!!! I've fired customers before. Sometimes a point is reached when the money is just not worth the hassle.

Post the email you sent to them that prompted that response.

[jay65]

[quote name='MtlJeff' timestamp='1444238101' post='12423082']
How tongue in cheek was this email to titleist? It must have been the tongue'iest, cheeki'est, in'est...email ever

Because that is the most ridiculous response I've ever seen from a customer service rep ...

I mean most companies you could kidnap their kid and they're still required to be cordial with you
[/quote]

I can hold my hand up sometimes and say that my humour and tact may need some work sometimes, and that my posts on here and therefore anywhere, can come across a little 'blunt' I suppose. But as I said, I try to call it how it is and try desperately to keep things even handed. Maybe some people are just more sensitive than I would expect them to be, I don't know.

[Ti-Père BBQ]

Were your a Tour pro who bashed them regularly ?!

It's like when Rory throwed his club in the lake and Nike was saying: ok man, we're done with you pal!

Unbelievable. If I did the same thing at my work I would be fired right off the next seconds.

Poor Ben, we should write him

[VivaTerlingua]

Wow. Didn't even get the "it's not you, it's ....."

Keep buying their stuff. That'll show 'em

[eagle1997]

[quote name='highergr0und' timestamp='1444238914' post='12423156']
Ah, they fired you!!! I've fired customers before. Sometimes a point is reached when the money is just not worth the hassle.

Post the email you sent to them that prompted that response.
[/quote]

It's gotta be way more than just that last email. Way more.

[b.helts]

I'm just guessing here, but I'd be willing to bet Titleist UK's response is warranted.

Sounds about right to me.

[MtlJeff]

If only there is as an email posted where Ben could be reached.

Let's invite him here and attempt to rebuild this relationship

Golfwrx can do some good people!

[blav28]

[quote name='eagle1997' timestamp='1444239148' post='12423186']
[quote name='highergr0und' timestamp='1444238914' post='12423156']
Ah, they fired you!!! I've fired customers before. Sometimes a point is reached when the money is just not worth the hassle.

Post the email you sent to them that prompted that response.
[/quote]

It's gotta be way more than just that last email. Way more.
[/quote]

Agreed. It's obviously more than one email. See their mentions of CONSTANT CRITICISM and DEROGATORY COMMENTS and YEARS....

How about you post all the communication you've had with them over the past 3 years.

[jay65]

[quote name='eldog-in-the-hizouse' timestamp='1444238708' post='12423132']
Wow. I'd love to know what they think you have done or said over the years! I read a lot of your posts on here at GolfWRX, I can't remember any Titleist bashing...
[/quote]

No, you misunderstand, this isn't Titleist bashing at all. The product is superb, and I'll continue to buy their product (under an assumed name it would seem, lol), as I said in my original post, it for entertainment really. But I think posting my original message to Titlesit is a good idea. I'll dig it out from my emails and post it in a min.

[MountainKing]

Titliest nor any other company really care about your personal sacrifices you had to make to attend this fitting. We can view that as sad but that is fact. I would really be curious to get the entire story here, I can't imagine a company writing an email like that unless you have been a consistent thorn in their side over the years and this response kind of makes it sound that way and it sounds like they've informed you before they really don't want to deal with you.

[ocburg17]

A brand to "disassociate" a customer is pretty funny.

I am thinking there is more to the story not being told, however.

An email to a company for not having a demo kit on the exact day as promised (a day or two after said date) is really complaining just for the sake of complaining.

Are you confident that your fitter isn't partly to blame here? Or the shipping company? Or Dave or Joe? Just thinking in my mind, I would not book fitting for clubs that I do not yet have. I can't believe this is a first time a demo set arrived late.

[SHIVAN]

It's clear what's happened. Crystal.

[blav28]

[quote name='jay65' timestamp='1444239344' post='12423212']
[quote name='eldog-in-the-hizouse' timestamp='1444238708' post='12423132']
Wow. I'd love to know what they think you have done or said over the years! I read a lot of your posts on here at GolfWRX, I can't remember any Titleist bashing...
[/quote]

No, you misunderstand, this isn't Titleist bashing at all. The product is superb, and I'll continue to buy their product (under an assumed name it would seem, lol), as I said in my original post, it for entertainment really. But I think posting my original message to Titlesit is a good idea. I'll dig it out from my emails and post it in a min.
[/quote]


It's not Titleist bashing?

And I quote....[size=4] "[b]As per previous communications with yourself over the last few years and the constant criticism of our Brand, the people and our processes..."[/b][/size]


[size=4]It's obviously Titleist bashing. No company sends an email like that without excessive provocation. [/size]

[craniac24]

I think you need to show us the "tongue in cheek" email that you sent them.

[jay65]

Here is a copy of my original email. I've had to adjust some details for privacy reasons obviously, but I've certainly posted more derogatory comments on here than this:
[size=1]
[indent][size="3"]Dear Sir,[/size][/indent]
[size="3"]It is with some sadness, to me that I have felt it necessary to have to address this issue.[/size]

[size="3"]Some 2 weeks ago, I asked my local Titleist Fitter Mr Jonathan D******* at ******* Park Golf Club, ******, to find out for me when the new 716 Irons Demo kit would be available to be fitted for. He asked Titleist UK who told him that all Demo Kits would be available to take fitting from on October 5th. I then discovered, from my search on the Internet that this date was indeed, the official standard fayre.[/size]

[size="3"]I did this[/size][size="3"] knowingly that this would cost me **** in lost pay, but would happily do this to try the new 716 range with my Professional. Therefore as you can imagine I was disappointed to now find out that I have now lost this days' pay because J** ********' Demo kit would not arrive until Oct 7th at earliest. I have now lost this income never to be seen again, and purely because we were both told from Titleist that Fittings of the new 716 range would be available from 5th Oct.[/size][/size]
[indent][size=3]It's my Fitter, who's fault this is certainly no[/size][size="3"]t, that has to suffer the ignominy of having to tell his customers of this embarrassing scenario. Whilst I do appreciate that Titleist has literally hundreds of these Demo kits to send out to their Fitters, I would also point out that companies such as Amazon send out thousands of parcels every single day of their working year. [/size]

[size="3"]I'm not really interested in hearing of excuses for this, I would simply like to know what Titleist UK are going to do to prevent this type of mistake from happening again in the future to other customers and in order to ensure the brands' name is secure?[/size]

[size="3"]Kind regards[/size]

[size="3"]***** *******[/size][/indent]

[eagle1997]

let me email ben at titleist and see what he says.

[MountainKing]

If this is representative of what you have been sending them for the last few years I can see why they wouldn't want to bother for you..... I'm pretty sure their name is secure even if the demo clubs don't make it out on time. Your fitter is somewhat at fault btw, he had to have known the day before that they weren't going to make it and probably new the day before that. It's very easy to track parcels these days....

[jay65]

[quote name='MountainKing' timestamp='1444239401' post='12423216']
Titliest nor any other company really care about your personal sacrifices you had to make to attend this fitting. We can view that as sad but that is fact. I would really be curious to get the entire story here, I can't imagine a company writing an email like that unless you have been a consistent thorn in their side over the years and this response kind of makes it sound that way and it sounds like they've informed you before they really don't want to deal with you.
[/quote]

I would not argue with you on that, and that I have at times been a 'thorn in their side' in some respects, but this fact doesn't take into account two important issues. The first is that I have also written positive comments about goods and services, and two, I wouldn't have thought a large company like Titleist would be that bothered what any individual customer says in some respects, not to the tune of seeing fit to disassociate themselves like this anyway.

[jay65]

[quote name='eagle1997' timestamp='1444240403' post='12423310']
let me email ben at titleist and see what he says.
[/quote]

Go for it, it's a free country. As I said, it's already in the hands of the Rep who is trying to smooth things over and get to the bottom of this, but if you think it will help, go for it.